A call centre forms the focal point of interaction between companies and their clients. These establishments need to integrate a seamless communication strategy. And at PGBS, our professionals understand this fact. We cater to a wide range of industries, ranging from IT companies to manufacturing firms.
Even if you hire skilled professionals, it is necessary to integrate an effective transition plan for your platform when it comes to call centers. Here, you can see the BPO Transition Plan we follow, simplified in four steps.
The planning phase of the project
It is necessary to evaluate the complexity of the tasks lying ahead. Accordingly, we form a team to accomplish the project. Our experts consider the number of processes that need to be migrated. Besides, the numbers of business owners involved in the processes are also taken into consideration. The project team generally consists of three main players; including a migration manager, project lead and business stakeholders. The team also includes training leads and a technology manager.
The stakeholders will be responsible to ensure that sufficient resources are available for a seamless migration process. The migration manager takes care to ensure that the transition process is smooth. He maps the off-store and near-store processes and rounds upon the gaps. The manager also documents the process, and if necessary, seeks the assistance of domain experts.
We come up with a thorough call center transition plan. The plan encompasses the names of the participants and also a deadline for all the activities. The project team charts out a technology assessment plan with all relevant details, besides developing a business continuity plan. The stakeholders have to sign off all these plans.
The acquiring phase
We are of the belief that this is one of the most crucial phases when it comes to the provision of quality call center outsourcing services. In the acquisition phase, knowledge acquisition and documentation take place. The phase starts with a meeting involving the key stakeholders, ensuring that the company has allocated sufficient resources to start the knowledge acquisition process. The migration manager seeks the assistance of documentation, networking and system experts in order to identify the details of the projects, call flows and benchmarks. The client documents and evaluates these details.
During this phase, the project team evaluates the people skills in each of the processes to ensure that they can identify the right competencies before starting the recruitment process. The trainer is also briefed up during this phase. The team ensures that the client has signed the necessary documents in this phase.
The transferring stage
The migration process is implemented in the transferring stage. At the beginning of this stage, the functional managers execute the plans that were developed in the previous stages. They deploy the technology infrastructure, with special provisions for BCP. The availability testing will be performed by the experts in the infrastructure and necessary backups will be taken.
Then, we will start a hiring plan, when the delivery team starts working with the project. They are involved in the language, induction and communication training. The supervisors and call center agents of the project receive specific training from process trainers with experience in the domain. The members in the team need to clear an assessment of process knowledge before they start attending live calls.
Various parameters are adapted to test the systems and infrastructure in the project. The stability of the process and technology will be authenticated by running a test on the infrastructure. This is conducted both from off-store and near-store business facilities. When the stakeholders and client approve the quality of the calls, the project team will proceed to the live phase.
The operating phase
In this phase, the live call answering process begins. At the outset, all the parameters in the project are evaluated. When all results are up to the expectation, we start a ramp-up process gradually. When the ramp-up process ends, the professionals will perform all the transactions from the nearshore or offshore business facilities. Based on the performance, we will report to the client with detailed updates about the performance.
We maintain the quality of the project through integrity checks on a daily basis. Our experts also integrate weekly call monitoring systems and regular coaching. Besides, the company conducts project review meetings to assess our performance on a weekly basis. In case we identify any loopholes, we fix the same by an action plan within the deadline. This will ensure that the quality of the calls live up to the expected levels.
A task-oriented approach is adopted by the project team, ensuring compliance and consistent performance. We develop various aids, based on knowledge and FAQs, in order to cater to the needs of customers swiftly and efficiently when they prefer outsourcing strategic call center operations to us.
We integrate these processes for a seamless transition of our call centre. For us, it’s not merely about cost reduction but value addition. Associate with PGBS and enjoy a hassle-free call center outsourcing process.