Transition Management at Fusion BPO Services is a stepped process with main focus on ensuring that we are there on board to bring you on-budget, on-time and on-scope solutions.
Transition Management is one of the significant roles in a business process outsourcing organization involved in either off-shoring or outsourcing. It is the responsibility of a Transition manager to migrate the process or function from the donor organization or location to the organization outsourcing the business.
Transition Management in Fusion BPO Services- A detailed study
Today's competitive business scenario suggests that shifting services to any professional, reliable and cost effective service provider makes it easier for business firms to gain a range of benefits. The Transition model as followed in Fusion BPO Services is prepared to reduce inefficiencies at the business service levels all throughout the process transition from customer location to that of our company location. The entire process is efficiently executed by the use of the prepared training methodology to promptly change the major business processes of the customer.
Fusion BPO Services believes in the theory of continuous improvement through its use of transition management. Fusion's Transition Management Services are planned to help businesses to reduce both call center training costs and management. Our helpful transition management system creates well-tailored customer care processes, brought to you in a unique offshore model.
Fusion BPO Services leverages on the best practices from the earlier transitions. Combining with the swift vendor selection, enables us with more time to use on the decisive transition planning and its execution. The advantages of having a committed offshore contact center are clear, offering customers the better rate negotiation, sustained knowledge retention and lastly the speedier ramp-up times for all fresh projects and increased productivity. We at Fusion BPO Services perfectly fit into this description.
With our all-round knowledge and experience of working with the buyers of third-party call center service providers and also in optimizing best business solutions from both IT and business perspectives, we provide you the best transition management on offer.
Fusion BPO's transition management is planned to curtail the level of business service inefficiencies during the call center process transition from the customer's location to that of our service location. Staffed with our team of process specialists and consultants, our transition management lasts between 1 to 6 months, solely depending on its maturity, size and the integrative ability of the mother company.
We employ wide-ranging procedures so as to make sure quality solution for all our customers. Quality measures are initiated at each and every stage in this transition process methodology. To ensure that the transition process remains stead-fast to the quality standards, the whole process solution is re-evaluated for load, inter-connectivity, security and functionality. Fusion BPO Services brings you the state-of-the-art facilities in order to allow the smooth transitioning of the key business verticals in the contact center/call center industry.
The transition methodology of Fusion BPO Services is a five-step transition process. Each of these five steps helps in yielding tangible results, enhancing the success-story of our transition management and its further implementation. These five steps include:
Project Planning:
- Project team set-up
- Resource Checklist
- Defined Tollgate Dates
- Establishing Sign-off authority
- Established Communication Plan
Process Definition:
- Detail Training Requirements/Validate FTEs
- Technology/Detailing the adapted processes
- Understanding the technology interface
- Benchmarking/ base lining
- As-is Level 3 SIPOC mapping
Process Evaluation:
- Quality Audit
- Call Quality Analysis
- Transactions/Calls each hour
- Reporting and Feedback
- Objection Handling
- Agent Wise Analysis
Transition Planning:
- Internal sign-offs
- Risk Mitigation/FMEA plan
- Customer sign-off/ Finalize transition document
- Reporting Requirements/Detailing MIS
Design Verification:
- Customer sign-off/Establish SLAs
- Pilot Monitoring
- Improvement Areas Identified
- Ramp-up
- Implementation of corrective action
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