Strategic Outsourcing Initiatives that enable your company to outperform.

Over the past decade outsourcing voice and chat services off shore has become a very viable business solution. Business Process Outsourcing (BPO) has enabled companies to up level staff, by outsourcing certain activities tied to call center services.

One of the most proven regions for these types of activities is in the Philippines. Philippine call center services/BPO Services in Manila and Cebu have grown so fast in the past five years its made call center jobs in both those cities the fastest growing career opportunity. BPO outsourcing and off shoring can be very successful if you go about it the right way.

At Predix, through our Know Your Talents Model we help you create an extension of your business and establish a global footprint for your business. We take your customer care, sales and technical support tasks and determine what qualify for offshoring opportunities. Examples could be: Help Desk Outsourcing, Payroll Outsourcing, Sales outsourcing and customer care outsourcing. Through our time proven best practices we work with you to identify the key strategic BPO outsourcing opportunities that would be successful in offshoring. The next step is to design a program customized for your company.

A typical BPO Outsourcing initiative can be very beneficial, however, in order to be successful there must be solid due diligence to determine the critical path that will lead to success. A typical engagement through our process looks like this:

Program Design (1–3 days)

Establish Mindset- that drives the right customer experience

Kick off PBI Process – Identify right behavior ProScan/Job Scan

Confirm Key Performance Indicators (Sales,CSat, IR, NetPromoter Metrics)

On boarding & Implementation (10-14 days)

(People)

Know your talents model- recruiting/profiling/screening/hiring

(Process)

Training: Scenario based preferred that drives desired outcome/customer experience, supporting Scripts/qualification analysis

Out bound call flow, tollgates, desired outcome

(Tools/Technology)

Dialer or direct outbound dialing

Call Recorder & Barge/Listen capabilities

Web Cam

Scheduler

Customer specific applications

Execution & Performance Management (ongoing):

Defined operating metrics (client KPI’s)

Program Specifice ongoing training

Weekly or Monthly, Performance Update

Daily communication process (i.e. process, stats, POC’s)

 

Our experience working with fortune 1000 companies and small start-ups has enabled companies to take advantage of BPO Outsourcing and Offshoring process capabilities. By outsourcing the tactical initiatives your company can focus on the strategic initiatives that evolve around your core competencies. For more information take a moment to fill out our template and we promise to get back with you in 24 hours or less.