Posted on Jun 14, 2011 08:26:48 AM
Transition Management at InSO is a step-by-step process with a strong focus on ensuring that we On-Board all inbound and outbound Projects On-Scope, On-Time and On-Budget.
We have a dedicated Project Manager for each Project who works closely with the Client Team to facilitate smooth on boarding of the Project, ensure 100% customer satisfaction and retention, and maintain seamless telemarketing service support.
Key Aspects of our On-Boarding Process Details are listed below:
- Focus on ensuring that we On-Board project On-Scope, On-Time and On-Budget our portfolio of business process outsourcing projects
- Detailed Statement of Work (SOW) process
- Dedicated project manager
- Collaborative on-boarding process to capture key client expectations and translate to measurable SLA metrics
We successfully launched a new 250 person Inbound Program in 12 weeks and a 150 person Email Project in 8 weeks. Our TM team has set a benchmark of operational excellence for other BPO companies and call centre service providers to emulate.
Methodology based Project Management approach:
1. Signoff on Statement of Work
A detailed Statement of Work (SOW), to capture key client expectations and translate them into measurable SLA metrics, periodic reviews to compare performances on the Program are just some of the few processes we have in place to ensure success on the Program.
2. Requirements Gathering
Detailed Functional and Technical requirements for the project are identified and documented by the Project Manager.
3. Planning and Design
This Design phase involves detailed design of the Technology and Operational parameters based on Client requirements. Key aspects that are planned and designed include: Reporting requirements, Technology, Application details, CSR Recruitment and Training, Networking, Security aspects etc.
4. Implementation
The implementation phase involves activities that integrate InSO Telecom Infrastructure with the Client Infrastructure, integrate InSO and Client Applications.
5. Testing and Roll Out
Rollout phase includes the testing of the entire Operations and Technology set up. This activity is monitored closely by the Client and InSO team to ensure smooth roll out of the Project.
