Expert Callers Transition Process

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Transition Process

ExpertCallers has more than over 12 years of experience in providing services across a range of BPO, ITES and IT services. Our skilled professionals have leveraged their expertise to delivered top quality work in a cost effective and timely manner. We have, over the years, assisted our clients acquire an edge in their domain, which has in turn helped us win their complete trust.

ExpertCallers' transition process starts with understanding the client's needs, followed by creating a tailored workflow. We then select a skilled team, provide them thorough training about the client’s business, and set up a transparent communication system. This systematic approach helps us deliver high-quality services that meet our client's expectations.

How We Add Worth and Save Costs

We help businesses get optimum value in the following ways:

The Strategy Forming Phase

Strategy Formation: Assemble dedicated team after project evaluation.
Project Management: Project lead oversees the call center project with regular updates.
Process Migration: Migration manager ensures smooth transition by identifying and addressing process gaps.
Planning: Project teams create detailed business continuity and technology plans for stakeholder approval.

The Obtaining Phase

Planning Meeting: A meeting is held to plan the call center transition. Resources are allocated for knowledge attainment.
Resource Acquisition: The migration manager collects networking aids, identification details, call flows, benchmarks, and documents for evaluation.
Skill Mapping: The team conducts a "Train the Trainer" workshop for people skill mapping.
Document Approval: The team ensures necessary documents are signed and approved by stakeholders.

The Transfer Phase

Tech Infrastructure Setup: Technology infrastructure, including BCP provision, is arranged and availability tested.
Staff Training: Hiring strategy executes with team introductions and communications/language training.
Live Call Handling: Team members handle live calls after clearing knowledge evaluation.
Client Approval: A test run is conducted to evaluate project parameters and gain client approval.

The Operating Phase

Implementation: Begins after satisfactory evaluation of preceding phases.
Reporting: Detailed reports and MIS sent to client based on performance monitoring.
Quality Maintenance: Regular checks, coaching, and call monitoring implemented. Weekly project reviews address performance gaps with action plans.
Efficiency Improvement: Task-based approach with Six Sigma tools for consistency and efficiency.
Customer Service: Maintained with online FAQs and knowledge-based aids.

People

ExpertCallers has maintained a consistency in delivering customer needs by leveraging human expertise with a strategic mix of automation and advanced technologies. We seamlessly carry out complex customer interactions and solve problems with the help of contemporary skill-based routing provisions, data security and high-end infrastructure.

Processes

We have assisted our clients improve the overall process productivity at reduced cost and time by implementing the Lean Six Sigma methodologies. Our 24/7 service and operational excellence is characterized by:

Consistent business results
Dynamic problem-solving methods
Well-designed business processes
Affordable and probable costs

Technology

We utilize advanced technologies such as speech recognition technologies, Voice over Internet protocol (VoIP), and network-based routing to increase efficiency of information flow, and ease of access.

Contact ExpertCallers for Effective Call Center Transition Plan

We at ExpertCallers believe in enhancing customer communication services and utilizing their valuable feedback to bring proactive developments into their processes. By outsourcing to us, your company can get access to skilled agents, save on costs and build a large customer base. Contact us right away to leverage our outsourcing services to your advantage.

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