Consolidating training areas for BPO operations
CONSULTANCY
Synchronous Virtual Format
objective
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Consolidate the training area in BPO operations
Profits
Increase the FCR.
CEX improvement (customer experience).
Decrease in BMT.
Decrease in care costs.
Strengthening workforce area.
Content
Mission vision
Government model with operational area
Area sizing
Curriculum
Report types
Structure: Roles, Functions, Profiles, Measurement of
Precision Model Development
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Definition
It is the consulting process that consolidates the training area in BPO operations, establishing:
Mission vision
Government model with operational area
Area sizing
Curriculum
Report types
Structure: Roles, Functions, Profiles, Performance Measurement
Precision Model Development
Characteristics
Success stories in similar campaigns.
Customized to the conditions of each campaign.
Curriculum.
Precision kit.
Profits
Increase FCR
CEX (Customer Experience) improvement.
TMO decrease.
Decrease in care costs.
Monitoring area strengthening.
Addressed to
Operations sales, service and collections.
