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Consolidating figures planning areas for BPO operations

CONSULTANCY

Synchronous Virtual Format

objective

  • 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.

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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

  1. Mission vision

  2. Government model with operational area

  3. Area sizing

  4. Report types

  5. Dashboard consolidation

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

    performance

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Synchronous Virtual Training

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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:

  1. We reduced the duration of training sessions.

  2. We guarantee interactivity with the participants and pedagogical tools.

  3. 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

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Tel Col:  (+57)  310 801 2629

      (+57) 1 349 8840

Tel Per: (+51) 989 176 902

Calle 67 # 8 - 12 office 602, Bogotá Colombia  

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