Call Center Services Outsourcing Implemenation
Many organisations are outsourcing their Call Centre Operations to provide stronger ROI returns, however there many potential issues that can prevent a successful transition to outsourcing.
To create a platform for success you need to be able to:
- Determine the SLA’s, operational metrics and relationships that your business requires.
- Create a watertight tender document that lists your needs and expectations.
- Evaluate the tenders in an un-biased and systematic way.
- Understand the attributes that should be considered when reference checking vendor services and whilst performing site inspections.
- Select the right vendor for your business taking into consideration all attributes.
- Seamlessly transition your operations without distribution or lost opportunity.
Genroe offers a comprehensive suite of out-sourcing Implementation and support programs that are tailored to your needs. We can help your business to realise its fullest potential by ensuring that any call centre outsourcing initiatives will lead to desired business outcomes, and your new provider of call centre operations will perform at best practice standards.
These programs are designed with three main stages: Business Needs Analysis, Business Forecasting and Modelling, and Vendor Selection.
Business Needs Analysis
- Identify the core SLA’s and operational metrics that must be delivered by your vendor.
- Quantifying the level and types of service provisions your vendor call centre will provide.
- Detailing your desired call centre operations in terms of effectiveness and efficiency standards for your vendors to achieve.
- Ensuring your business strategy and vendor call centre operational strategies are aligned for success by both parties.
Business forecasting and modelling
- Deliver best practice forecasting and operational tools, and reporting to deploy in both your and the vendors businesses. This will ensure that the correct measures of success for ongoing call centre and marketing operations are used.
Documentation
Tender Development
Document development outlining all of your needs and requirements including business and operational SLA’s, operational metrics and reporting requirements, and business relationship structures.
Tender Evaluation
Unbiased evaluation of tenders based on a systematic approach making it easy for you to identify the pros and cons of each tender and their specific attributes.
Reference checking and Site inspections
- Review of Tenders BAU processes, actions and environment to help you identify areas of concern or comfort for service provision and ongoing relationship success.
- Pre-determined tick sheet compliance during site inspections so your business needs are realised to ensure relationship success.
Vendor Selection
A systematic process to evaluate and appoint successful vendor/s based on tender documentation, reference checking and site inspections.
Vendor Integration
- Seamless transition from current vendor or your business to vendor operations without interruption or lost opportunity to your BAU activities.
- Pragmatic and attainable step by step project milestones to ensure go live on budget, on schedule.