Consolidating figures planning areas for BPO operations
CONSULTANCY
Synchronous Virtual Format
objective
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Consolidate the area of planning figures in BPO operations establishing: Mission and vision, governance model with operational area, dimensioning of the area, types of reports, consolidation of dashboard and structure.
Profits
Increase the FCR.
CEX improvement (customer experience).
Decrease in BMT.
Decrease in care costs.
Strengthening workforce area.
Characteristics
Increase FCR.
CEX (Customer Experience) improvement.
TMO decrease.
Decrease in care costs.
Strengthening work force area.
Profits
Increase FCR, Improve CEX (Customer Experience)
TMO decrease
Decrease in care costs
Strengthening work force area.
Addressed to
Operations sales, service and collections.
Content
Mission vision
Government model with operational area
Area sizing
Report types
Dashboard consolidation
Structure: Roles, Functions, Profiles, Measurement of
performance
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Synchronous Virtual Training
Methodology
At TELEACCION we have adapted our training processes to the online training methodology, seeking to guarantee the high standard of pedagogical and technical training programs.
For this:
We reduced the duration of training sessions.
We guarantee interactivity with the participants and pedagogical tools.
We integrate virtual conference platforms, which allow to improve the relationship with the participants, use of whiteboards, separation of groups that also generate control metrics.
Strengths
