consultoría
The success of Teleacción is based on the methodology developed and operations in various types of voice and data BPO operations. After After several years of research, Teleacción identified that the success of a sales, collection or service channel depended on the need to have a management model that aligns all the actors involved at. This set of best practices guarantees standardized processes and aligned indicators, experience that constitutes the innovation behind the services provided by Teleacción.
QUÉ CONTIENE
Audit and Management Program
It is a structured, analytical and permanent system for comparing each channel. Taking as a reference the best practices found in MGRC.
Deliverables:
Channel scoring
Comparison by channels
Improvement areas
Definition of Action Plan
Management of the relationship with a third party
A consulting program that allows developing a model for face-to-face channels, telephone channels, outsourced virtual media and a Team capable of knowing, understanding and disclosing the goals, achievements and regulations of the organization.
Deliverables:
Billing units
Structure
Roles
Third party rating scoring
Auditor training
Tracking format
Design of RFP terms of reference
It is the development of a complete design and operability model of the channel, based on the best practices of each sector and oriented to the support of the organizational strategy.
Deliverables:
Legal aspects
B good contractual practices
Operational description
Service configuration
Pricing Units
Testing accompaniment
Audit plans
Continuous improvement
Outsourcer resume
Solution Design
It is the development of a complete channel design model, based on the best practices of each sector and aimed at supporting the organizational strategy.
Deliverables:
Business strategy
Segmentation, differential value, added values
Commercial activities
Sizing
Organizational structure
Financial model
Traceability in:
Processes
Technology
Human resource
Continuous improvement
Implementation
It is the implementation of the model established in the solution design.
Deliverables:
Implementation of the MGRC Administration Model.
Strategic Training
Tactical Training
Operational Training
Screening of operations
Campaign Manuals
Customer contact structures
Visit to Third Party Operations
Follow-up
Verification of compliance with the goals established in the implementation and execution of the adjustment plan.
Deliverables:
Supervision and Monitoring
Tactical
Strategic
Consolidating Planning Areas of figures in BPO operations
It is the consulting process that consolidates the areas of planning figures in BPO operations by establishing:
Mission and vision
Government model with operational area
Area sizing
Report types
Dashboards consolidation
Structure: Roles, functions, profiles, performance measurement
Consolidating Training Areas for BPO operations
It is the consulting process that consolidates the training areas in BPO operations establishing:
Mission and vision
Government model with operational area
Area sizing
Report types
Curriculum
Structure: Roles, functions, profiles, performance measurement
Development of the Precision Model
DASH BOARD EN POWER BI PARA CANALES DE RELACIONAMIENTO CON CLIENTES
Diseñamos e implementamos Dashboard, mediante técnicas de modelado y visualización para dar apoyo en el análisis de la información para la toma de decisiones.
PERFILES DIFERENCIALES PARA CANALES DE RELACIONAMIENTO
Ajustamos proceso de selección mediante minería de datos para construir variables diferenciales de contratación de acuerdo con cada campaña ó servicio disminuyendo la rotación de asesores.
RECOMENDACIÓN DE PLATAFORMAS TECNOLÓGICAS
Análisis de campañas, procesos, presupuesto y recursos tecnológicos para elección de plataformas del canal.
OPTIMIZACIÓN DE PROCESOS PARA EL CANAL DE RELACIONAMIENTO
Análisis de los procesos identificando puntos críticos y mejoras aplicables, para mejoramiento de Canal de Relacionamiento.