Transition management specifically in initiating the pilot

The blueprint from this analysis is what is used to transit the processes to off shore location. This allows validation and adaptation of existing process thereby creating adapted customer service processes that are delivered to an offshore model. The blue print for this stage includes: Site readiness gap analysis Define site readiness checklists Identify gaps Define action plans/ time frame Risk mitigation plan Identify & classify potential risks Risk effect analysis Define Mitigation measures

Detailing MIS / Reporting requirements Review existing MIS/ reports Define & Finalize report formats Identify data sources Define MIS formats, data sources, frequency, responsibilities, and recipients Validate FTEs / detail training needs Revalidate assumptions Validate FTE requirements Finalize recruitment plans Identify training needs Develop training program/ calendar Define training content

Internal sign-off Communicate Transition Plan to internal customers Discuss, resolve & obtain sign-offs' Finalize transition document / Customer sign-off Develop Transition Document Communicate & discuss with customer

Update document Obtain customer sign off

What steps are taken to verify pilot design of the transition management process?
1. Pilot Monitoring Analyze workflow Evaluate training effectiveness/ skill-sets Evaluate technology interface Stress Test FMEA/ Risks 2. Improvement Areas identified Define improvement projects detailing objectives & responsibility 3. Implement Corrective Action Implement action plan Monitor Results Initiate further corrective action as required Finalize SOPs 4. Establish SLAs / Customer sign-off Service Provision Resource Commitment Performance Standards Compliance Billing & payment Termination clauses 5. Rampup Revalidate site readiness Complete hiring & training plan Formal hand over/ sign-off from operations

Establish an ongoing evaluation process

Strategic reviews and re-considerations to ensure all prior steps match and support the initial outcomes required of the primary aims. This step also ensures that development of a constant enhancement loop by returning to step one and reassessing your aims at regular periods once in operation. An extensive evaluation process is put into place for the evaluation of the transition process and how successful it really is. Just of a few of the parameters that is utilized are: Calls / Transactions per hour Agent-wise analysis Call Quality Analysis Objection handling Reporting & Feedback Quality Audit Long Range Forecasts Trend & Event Driven and Financial cost evaluations Time To Answer (TTA) Service Level evaluations and predictions will allow you effective and customer service.

Work force management team

Work force management team will implement the following to enable a smooth transition: Forecast the number of calls or items of work (e-mails, faxes etc) arriving at your contact center Identify the number of people you need to meet a target percentage service level Manage scheduled exceptions Schedule shifts and breaks Produce management information in the form of KPI reports Produce detailed strategies for foreseeable future scenarios Easy service optimization