BPO Advisory Services

Strategy:

• CRM strategy development and/or assessment
• Self-serve technology strategy development and/or assessment
• Internet strategy development and/or assessment
• Change management strategy development and/or assessment
• Human resource strategy development and/or assessment
• Operational consolidation strategy development and/or assessment
• Post-consolidation strategy development and/or assessment
• Competitive strategy assessment
• Core competency assessment

Solutions:

• Contact center operational assessment, including best practices mapping, gap analysis, and action plan development
• Retail assessments, including mystery shopper programs
• Human resource process development, re-engineering, and/or implementation
• Workload forecasting process development, re-engineering, and/or implementation
• Workforce scheduling process development, re-engineering, and/or implementation
• Training development and/or delivery
• Contact handling process development, re-engineering, and/or implementation, including standardization across multiple channels (phone, email/web, chat, and/or IVR)
• Average handle time (AHT) reduction initiative development and implementation
• Contact center-based sales and/or marketing process development and implementation
• Balanced scorecard and performance management development, re-engineering and/or implementation
• Quality assurance/monitoring process development, re-engineering, and/or implementation
• Business case development/analysis
• Requirements definition for CRM or customer contact and support applications, including user acceptance testing for integrated CRM applications.
• Technical architecture design for call center/contact center technologies
• Project management for technology implementation
• Interactive voice response (IVR), voice recognition, or speech recognition system scripting and/or re-engineering
• Benchmarking study development and execution
• Outsourcing feasibility and viability study development and/or execution

Sourcing:

• Site selection for contact centers and/or retail operations
• RFP/RFI/RFQ management and analysis for technology procurement or outsourcing vendor selection
• Executive search

Satisfaction:

• Design and administration of customer satisfaction surveys in support of client’s performance management process
• Design and administration of customer satisfaction surveys in support of process analysis/design
• Measurement of employee satisfaction in anticipation/support of change management initiatives (e.g., satisfaction surveys, focus forums, exit surveys, etc.)

Business Development:

• Development of a proven business development strategy
• Facilitate the opportunities for the client to work with expansive network of buyers
• Support the development of custom presentations based on opportunity
• Identify key market opportunities
• Identify unmet market needs
• Search/Identify key personnel for careers