Assessment

To begin with, we consult with you to fully understand your business and its unique requirements. It is important we develop a tailored strategy for you, with clearly stated goals, targeted services and outcomes. Once we have agreement on the way forward, we work with you through three phases of implementation:

1. Project launch
2. Implementation and ongoing management
3. Your investment

Project Launch

During the project launch phase, we:

1. work in collaboration with you to determine the deliverables and metrics of success
2. deploy an operations team and a technology team-their role is to establish the required infrastructure
3. recruit appropriate people to implement the project or use our own trained staff
4. train the recruits to ensure they competently and professionally achieve the agreed deliverables/goals
5. Conduct role plays/mock calls for call center operations and set trials and exams in other services.

 Implementation and ongoing management

Once all project launch activities are completed, we implement the project. To ensure ongoing effectiveness, we:

1. implement quality control activities such as call monitoring, coaching and training and deploy six sigma quality control.
2. report to you on a daily basis in an agreed format-for example, via Microsoft Excel spreadsheet or by integrating into your CRM (customer relationship management system)
3. prepare an analysis on a weekly basis of project performance against the agreed deliverables/metrics
4. Consult regularly with you via meetings and/or conference calls to ensure clear and open communication throughout the project.

Your Investment

Our charges depends on the nature of the process. Some requires paying hourly rate per seat and some performance based model. For sucessfully commence on the project we may require full payment in advance. In other words our service is prepaid.