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Our Contact Center Set Up solution is an integrated approach with all elements of planning, design, execution and transfer to move your organisation to a new customer-centric operating model. The solution leverages operational best practices to achieve economies of scale, increase operational excellence and reduce cost. The approach is flexible to take care of your organization's change readiness and investments. It justifies your ROI through Customer loyalty & retention and savings in headcount, equipment, facilities.
Contact Center Setup framework: |
Contact Center Setup |
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Services — Consulting |
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What does it cover?
Phase I: Planning Stage—Overall Strategy and Objectives:
Customer Access Strategy:
Customer Segmentation, Major Call Types, Access Alternatives, Service level / response time objectives, Hours of Operations, Routing Methodologies, People / Technology Resources, Tracking & Integration, Site Identification & Physical Infrastructure planning
Key Business Functions:
Operations Management: Quality, Accessibility, Efficiency, Cost Performance, Strategic, BCP&DRP People Management: Organizational Design, HR Policies & Procedures, Hiring / Recruitment, Turnover / Retention, Training & Development, Performance Measurement, Performance Improvement CRM: Customer Segmentation, Major Call Types Access Alternatives / Access Channels, Service Level / Response Time, Hours of Operations, Routing Methodology Person / technology Resources, Knowledge base required, Tracking & Integration, Site Identification & Physical Infrastructure planning Quality and Compliance: Monitoring and Coaching, On going Training, Compliance, Technology Implementation Project Management Resource Management: Forecasting, Staffing, Scheduling, Real Time Management Technology: ACD/PBX, Networks IVR, CTI, CRM, WFM, Monitoring/recording systems, Email Response Management Systems, Web Communications Channels, Technology Infrastructure Components
Phase II: Build up to Go Live
Site Selection and site built up: Country/City competitiveness Index; Site lease, Recruitment, Vendor selection, Architecture and interior design project management IT Deployment: Technology vendor RFP, Vendor Evaluation, Vendor Engagement, SLA Establishment, Technology recruitment, Project Management, Testing Hiring and Recruitment: Vendor Identification and engagement, Key recruitments, Recruitment Channels, Training: Pilot batch training, Train the Trainer Support Infrastructure: Vendor sign-up for Transport (RFP / SLAs), Vendor sign-up for Catering (RFP / SLAs), Facilities Maintenance Project Implementation: Project Plan, Project Plan Execution
Phase III: Operate and Transfer
Operations Management: Includes running of the newly set contact center Operations Management Transition: Transition of operations to your organization Skills and Knowledge Transition: Transfer of knowledge & development of skills and competencies Structured Support: Ongoing support to ensure that your leadership team comes up the learning curve for running the contact center
How does it work?
In Phase I we engage with the leadership team to understand the Business Objectives for the Call center. We then evaluate and cover all aspects of a contact center – business strategy, customer access strategy, customer profiling, contact types, process flows, service levels, staffing, fulfillment methodologies, people management, CRM, operations management,
Phase II would address the site built-up, deployment of technology, hiring of workforce required to ‘go-live’, training the workforce, putting-in place the support functions and implementing the actual customer contact processes.
In Phase III LiveBean would run the day-to-day operations of the contact center as per the planned and built models. LiveBean would manage the center from a top-management perspective guiding and supervising your project manager (contact center manager). Your organization and we would establish the ‘Get-Well’ stage which could be derived at based on certain milestones being achieved against key KPIs and/or timeframe and/or transfer of skills and knowledge.
LiveBean management tenure has been tentatively indicated for a period of three (3) months from the ‘go-live’ date. LiveBean would be responsible for contact center organization management, performance management, quality assurance and capability enhancement. During this period the your appointed Contact Center Head would be functionally reporting to LiveBean appointed Project Manager. |
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