This phase is the culmination of transforming all of the outsourcing plans and strategies into a fully operational centre. The focus now shifts into helping the new centre achieve baseline performance as quickly as possible.
The initial 3-month period of the new centre is the most critical period for embedding sustainable and effective practices and behaviours.
To guide and support the new operational centre through the learning curve, and achieve acceptable performance levels, a series of specific activities is implemented.
Simultaneously, further key processes and activities are established with leaders and managers to promote a strong relationship between the businesses.
We will guide you and your outsourcing partner through this critical period with proven strategies, plans and processes.
A coordinated support plan for the new operational team to build knowledge and confidence .
A managed and staggered transfer of services from your business to the outsourcing partner to minimise disruption to customers.
Ongoing assessment and calibration of performance to ensure it is moving in the right direction.
Launching governance activities such as reporting, performance reviews and optimisation, escalation and change control protocols, etc.
Live testing of all business continuity and resiliency measures.
Onsite support and guidance for all stakeholders.
Collaborate and lead the design of the support program for the contact centre team during the initial weeks of go live.
Facilitate and finesse the commencement of all supporting infrastructure such as; operational governance, contractual and commercial reviews, continuous improvement framework, workforce management and quality calibration.
Facilitate, coordinate and manage the Post Implementation Review (PIR) process and issue a comprehensive report of key findings and opportunities for improvement.
Provide a weekly report on project status and risk.
Continuously audit the service delivery to identify and resolve gaps in reality versus planned.
Contact us to discuss how we can help with your project.