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SOLUTIONS
Any Other Networking Solution |
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Facility Management Services :
EM KAY IT Solutions (P) Ltd provides skilled manpower to support the day to day working of the Call Center. With this the client does not have to spend on training and continuous up-gradation of its technical team to meet the demands of various clients.
As an implementation process a team of qualified and well-equipped engineers provides complete system integration, equipment selection and installation during the pre-operative phase. This involves: |
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Project Planning
- Understanding the requirements of Client
- Site Survey for available/ required resources
- Make PERT chart for all processes involved.
Network Design
- Design the layout of the Campus
- Design network diagram for the campus
- Design proposed network connectivity between different sites.
Project Implementation
- Implementation of LAN & WAN
- Integration of voice and data
- Implementation of CRM & other S/W
- Testing and Pilot Run
As part of our project consultancy, we offer facility management along with posting an on-site facility engineer
for your call center.
Facility management includes:
- Ensuring the smooth running of complete technical operations in call center
- Troubleshooting of day to day problems
- Customize the network as per the requirement of the client.
Today, we have our call centers running smoothly and effectively. Every site is manned by one site Facility engineer from EM KAY who
looks after seamless integration and management of technical equipments. We believe in sharing our knowledge with our partners. Hence,
the technical team of the call center is fully equipped with knowledge and hands on experience under the supervision of the facility
engineer and the technical team at head office. This leads to independent and smooth operations in the call center without becoming
person dependent.
Process Migration and Implementation :
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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