Once a new outsourcing centre has been operating for 6-12 months it is important to calibrate its processes and performance. The objective of this, often undervalued, phase is to ensure the centre continues to meet, or better yet, exceed the KPI's.
Over time any operational centre will experience many challenges and pressures, which can cause it to diverge from its core purpose.
New processes and procedures, revised sales and marketing campaigns, new technologies and contact channels, organisational restructuring.
These are some of the important reasons to calibrate performance shortly after the go live phase, as well as every 12-18 months thereafter.
Our methodology for this phase was developed and perfected over many years in the outsourcing industry. It involves a multi-faceted approach to reviewing and auditing the centre's operational performance and its impact on the services.
Mystery shopping relevant channels to experience the actual CX from the customer’s perspective.
Assessing and evaluating all operational processes against best practice standards.
A comparative analysis of actual performance against the commercial and contractual agreements.
Live testing all business continuity and resiliency measures to ensure the back-up plan is ready when needed.
Evaluating overall service delivery to identify opportunities for improvement.
Onsite review and assessment of operational, governance, commercial and contractual practices.
Interviews and workshops with stakeholders within your business as well as the outsourcing partner.
Live test of all customer contact and digital channels.
Review and live test of the Business Continuity (BCP) and Disaster Recovery (DR) plans.
Review and assessment of all process flows, performance reporting, training material, recent invoices, etc.
Create and distribute a report identifying key findings, recommendations for improvement coordinated through a deployment roadmap.
Contact us to discuss how we can help with your project.