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Steps Involved
The steps involved in creating a successful call centre operation for your business:
Step 1. Requirements Analysis
- Identifying processes – Inbound / Outbound. Voice / Data / E-mail
- Estimate volumes of business, peaks and troughs
- Specify QA procedures
- Agree communication requirements, security and data protection
- Agree budgets and time scales
- Select key personnel such as operations manager, team leaders, process trainers and QA specialists
- Assign dedicated transition manager
Step 2. Transition Phase
- Define performance benchmarks
- Identify training needs and commence training of the trainers
- Identify communication protocols for liaising with the Client
- Recruitment and training
- Ramp Up Plan created and team selected
Step 3. Pilot Phase
- Test with ‘live’ data with a reduced team
- Training of pilot team
- Further recruitment (if required)
- IT requirements identified
- IT team training
- Shift management plan created
- Customer feedback
- Refine processes
Step 4. Service Level Agreements Signed
Step 5. Ramp Up Phase
- Additional teams added to build towards full production
- Ongoing training
- Transport facilities arranged
- Catering menu & security roster prepared
- Final sign-off
Step 6. Full production
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