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Consolidating training areas for BPO operations

CONSULTANCY

Synchronous Virtual Format

objective

  • Consolidate the training area in BPO operations

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Profits

  • Increase the FCR.

  • CEX improvement (customer experience).

  • Decrease in BMT.

  • Decrease in care costs.

  • Strengthening workforce area.

Content

  1. Mission vision

  2. Government model with operational area

  3. Area sizing

  4. Curriculum

  5. Report types

  6. Structure: Roles, Functions, Profiles, Measurement of

  7. Precision Model Development

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Definition

It is the consulting process that consolidates the training area in BPO operations, establishing:

  1. Mission vision

  2. Government model with operational area

  3. Area sizing

  4. Curriculum

  5. Report types

  6. Structure: Roles, Functions, Profiles, Performance Measurement

  7. 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.

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