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

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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

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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

    • Bgood 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 

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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

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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

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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.

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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.

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CONTACT US

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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