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PRODUCTS
Head Phone with Dialpad |
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EM KAY IT Solutions (P) Ltd. Provied a combination of headphone and microphone used for two-way communication from vonia.
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Process Migration and Implementation : |
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Process Migration is done in the following phases:
Requirement Analysis
- Clear understanding of call center manpower strengths
- Implementation strategy defined
- Process Specific requirements
Methodology
- Understand and Map Processes
- Perform Process Due diligence
- Timelines defined
- People requirement for the program
- Service Level Agreements evaluated
- Agreement on Process Performance, measurement matrix and methods of reporting
Delivery
- Providing in depth analysis of the requirements of the program from the clients/ outsourcer's perspective
- Defining the timelines for launch of program and subsequent ramp up
- Problem solving
- Implementation support
- Monitoring pilot run performance
- Discussion with Outsourcer on performance matrix
Performance Measures
- Quality of work delivery
- Customer's expectations met
- Faster ramp up on the number of seats
After successful migration of Process from the end client to the call center, we also play a key role in its proper
implementation in the call center and in any Quality improvement initiative taken by the call center. Each engineer
in the call center becomes the owner for the delivery of work on the specific process.
Following are the phases in which the implementation is carried out:
Requirement analysis
- Collate 'As-Is' Process Volume data
- Determine current skills and resource levels
- Assess Skill gaps and determine redundancy/ recruitment
- Outline of legal and compliance policies
- Responsibility and communication matrices
- Performance matrices
- Technology and Infrastructure needs
Methodology
- Assign agents to the process
- Training strategy
- Execute training
Delivery
- Pilot testing
- Assess customer satisfaction
- Assess efficiency rating
- Finalize service levels
- Finalize policy and procedure manuals
- Implement the plan
- Quality Assurance Plan
- Subsequent ramp up
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