Operations Management and Process Flow
We will enable you to differentiate service delivery and client experience
Simplify. Optimize. Deliver.
The complexity of processes, systems and technology has to be minimized for a better customer experience. Simplification is the key. Integrating people, processes and technology, TransVisionary Solutions has simplified the agent experience for a better client experience. “Streamline operations to achieve business goals”
At TransVisionary Solutions, we’re using the most recent advances in technology to speed up information flow and access, and make more efficient use of contact center resources. Among these are network-based routing, Voice over Internet protocol (VoIP) and speech recognition technologies, universal queuing (where all contacts enter the same queue – whether they are voice calls, emails, faxes or communication through the web.
These technologies have enabled our integrated, multi-channel contact centers to streamline our operations to achieve business goals. But technology is only as good as the people who use it. And the people who use it can do so more effectively when processes are simplified. A combination of automation, advanced technology and human expertise makes it possible for us to deliver the kind of service the client wants, at the time he wants it. A simple question may require no more than an automated answer. A more complex interaction may require the skill of an experienced contact center associate to walk the client through a series of steps to achieve a problem resolution. Routing the call to the person most qualified to handle it, is possible at TransVisionary Solutions through advanced skill-based routing facilities.
Security and infrastructure are given high priority so that the seamless flow of information and the security of data are assured.
Optimize and Standardize Processes
We’ve taken a page from a manufacturer’s book and implemented Lean Six Sigma methodologies to reduce costs, shorten cycle times and improve productivity. Our contact centers aim for operational and service excellence 24/7. This is characterized by: ▪ Well-designed, standardized processes ▪ Proactive problem identification and resolution ▪ Consistently successful business outcomes ▪ Predictable and affordable costs ▪ Profit from Client Information
Our focus at our contact centers is on value addition, rather than just cost reduction. We realize that client information is vitally important, especially to service-oriented businesses. Communication with clients at our contact centers provides our clients with valuable input and feedback. Through data capture, this information is fed to their product development teams, speeding up new product development or enhancement. The effectiveness of sales and marketing programs can also be measured through client feedback.
Contact centers in this new role have the potential to be profit centers and generate revenue, rather than remain as cost centers.
Delegate call center operations to TransVisionary Solutions.
The Five Phases Of the Operations Process At TransVisionary Solutions, the call center delegating process undergoes five phases with documentation and client-sign-offs at every stage. The five phases of the operations process are : Project Planning, Training, MIS/Analytics, Transition Management, Floor Management and Performance Management.
1. Project Planning
a) Project team set-up : The project team at TransVisionary Solutions is selected, roles and responsibilities defined and the project briefing is done. Tollgate dates, internal/external signoffs, communication plan (information flow within team, information flow with client, escalation plan) sign-off authority, resource requirements are clearly outlined in the Project Planning Document.
The project team is headed by a Project/Engagement Manager. The team is assigned with people with skill sets in the Finance, Technology, Quality, Training, HR, Operations & Compliance domains. The project team mirrors the client’s resources – e.g., a technology resource from the client’s end would be mapped with a similar resource from the client site and the mirrored teams would establish contact early in transition so that they can understand each other and work efficiently.
b) Process – This involves understanding all the elements of the business process or SIPOC (suppliers, inputs, processes, outputs, clients). SIPOC mapping is a tool used to identify all relevant elements of a process improvement project before work begins. At this Process phase of Project Planning, base lining/ benchmarking is done. The process as it stands before the project is carried out is defined in base lining. Benchmarking uses competitor analysis to compare the process with that of a competitor. Understanding the technology interface and identifying training needs are other factors that are defined in the Process phase of Project Planning.
c) Transition – The readiness of the site for the project to be implemented is analyzed and gaps are identified. A FMEA/- Risk mitigation plan is outlined. MIS/Reporting requirements are detailed. After internal sign-offs, the client signs off on the final transition document. d) Design verification – A pilot program is implemented and monitored. Areas for improvement are identified and corrective action taken. SLAs are established and the client signs off on them. The project is then ramped up to BAU/ full rollout. Project planning document: This document sets out all the details outlined in steps a. to d. above.
2. Training Training needs are well-defined and trainers are certified. A tollgate approach is taken to evaluation, after which the trainee Process Associates goes through a simulation of the actual process. They are given formal re-training based on their weekly performance scores based on SLAs and call monitoring. All agents and coaches undergo compulsory knowledge assessment tests every month to keep the levels of performance consistently high.
3. MIS/Analytics This document details MIS requirements and defines exception formats. This information is made available online to everyone involved in the project for on- the-job reference.
4. Floor Management TransVisionary Solutions commitment to contact quality is expressed in weekly call monitoring, coaching and daily data integrity checks. We continuously check and improve quality through the use of visual aids. Online FAQs and a knowl-edgebase aid our Process Associates to provide speedy and effective solutions to customer queries.
“Red flags” are defined to trigger immediate action and stop the process when there is a serious problem. 100 percent operational transparency through remote view-in and listen-in options on a secure VPN give our clients control over the process and enables them to take proactive decisions before a situation gets out of control. 100% recording gives our client’s access to valuable client data. It also allows for feedback and continuous improvement in service quality.
Our Quality and Training Department periodically co-monitors the process along with team management to assure high-quality service.
5. Performance Management A Quality Circle approach is taken to team briefing. Daily Exception Reports from MIS/Analytics point out areas for improvement. A task-oriented approach is followed by the coaches or the PE team on a daily basis, to ensure compliance and improve performance. Your input is critical to success To get the maximum out of your TVS contact center, we suggest that you: Measure performance by business outcomes.
Business agility, increased client responsiveness, cost control – enjoy these benefits by delegating strategic call center operations to TransVisionary Solutions.
Stay in control – intervene proactively before a situation gets out of control. Regular reporting and operational trans-parency make this possible.
Work toward a long-term business relationship. You want improved service delivery, not just lower costs. Treat TransVisionary Solutions as an off-site enabler and look beyond the contract for long-term gains.
Our ITES-BPO sector continues to chart strong year-on-year growth, estimated at 37 percent for the financial year 2005-06. According to NASSCOM's annual survey, revenues from the ITES-BPO industry are estimated to touch $6.3 billion.
TransVisionary Solutions is well-equipped to be a part of this exciting growth.
Contact TransVisionary Solutions today for end-to-end call center solutions. We offer high performance and service delivery through consistent operational and process quality at our best-of-breed contact centers.
At TransVisionary Solutions our processes have, over time, matured and been perfected to gain the confidence it operates with today. In the business world it is not only fitness for use that goes to assess the quality of a product or service, but also how it meets and exceeds client expectations.
Our focused quality group evaluates processes internally based on a checklist defined by the client. Reviews of the process are conducted as regular as daily, weekly or monthly based on requirements. The review’s parameters are productivity, critical performance measures (CPMs), overall process capability/improvements, hiring and training.
In every stage of a process we make sure that quality is in the limelight. Incorporating quality management, control and monitoring brings out the best in our resources. We are an ISO 9001:2000 certified company. Client Operations Performance Center (COPC) and the eServices Capability Model (eSCM) are the independent audits we have undergone. These audits are external certifications by credible, independent and neutral third parties that measure specific operational parameters. The process is rigorous, adept at identifying problem areas and establishes our credibility with our clients.
Total Quality Management (TQM) and Six Sigma quality checks have proved for a fact that TVS stands the tallest when it comes to call center quality standards. Our strict adherence to the Six Sigma methodology of increasing process capability, reducing re-work and increasing the quality of our performance has kept our productivity level consistently on an increase. All these tests and audits reinforce nothing but the fact that we are good and getting better.
Quality monitoring is to quality as tealeaves are to tea. We follow a few simple procedures to reach the core of call center quality monitoring and management. These steps are followed at regular intervals to make the employees aware of the existing levels of performance and also of any changes or improvements to the process, made either by the company or the client. Our quality monitoring procedure encompasses all areas of call center quality, from developing client contacts to managing them in an orderly fashion to generating reports on performance. It also leads to the discovery of the scope for improvement at every stage of the process.
Our technological staff is undoubtedly our most invaluable resource. We have highly motivated, dedicated and professional employees. We have based our organizational structure on the manufacturing and service industries to get the best out of these go-getters. Our well-designed and structured process flow achieves high call center quality standards and success rates.
Our quality standards are clearly brought forth in our recruitment and training and induction stages to make certain all new staff members strive to succeed at the pre-determined levels of productivity and efficiency.
Our personnel undergo a thorough quality check process. They are tested on speed and accuracy of processing information, based on pre-determined CTQ (Critical to Quality) fields. The performance monitoring report clearly highlights the areas of opportunity for the agents with recommendations to improve. The recurring errors are documented and eliminated completely.
Regular calibration is carried out to assure there are no deviations in the parameters of quality. Our quality assurance team rates documents processed by our agents. These documents are then sent to the clients who rate them separately. The findings are then compared and the cycle continues till the ratings of the QA team and the client match.
For certification purposes, new agents perform at a specified floor level before they move into actual production. The client decides the floor level.
Feedback is a critical stage of the quality process. The correct feedback is given to agents in the presence of the agent, his team leader and anyone who is concerned directly with the floor performance. There is also a structured process to capture the client’s inputs, queries and problems and facilitate feedback throughout the client lifecycle.
The quality assurance team works together with the training department to provide effective coaching to the new agents and to develop areas of opportunity for agents already on the floor. Training never ceases to exist, it is non-stop and lasts as long as the project does.
The quality assurance reporting plan comprises of daily, weekly and monthly accuracy and speed level reports. Reports on the agent’s performance trends are also sent to the client. These reports that are sent are customized to the client’s specific needs.
Infrastructure delivers quality in its genuine form. TransVisionary Solutions’ state-of-the-art infrastructure, gives us the edge over all our competitors. We possess scalable distributed technology architecture. Our multiple levels of redundancy ensure continuous access and data transfer. Our distributed dialer technology, web-enabled engines, matching engines and other client based infrastructure provide you the best possible results in the industry.
The Witness software we use is tailor-made for all call center delegating services. On an average call center delegating service providers record 10 to 20 percent of the calls that are most often sales conversion calls. We offer 100 percent complete end-to-end recording of all calls for research and analysis.
You will have complete and full access to our database, you will receive detailed analysis reports, be able to listen to any call of your choice and also train our agents. TransVisionary Solutions provides online web access to its call center operations. Our Graphic User Interface (GUI) checks all calls for quality and prepares individual and group reports on the same. You have access to these reports as well and can suggest any changes if need be. You also have access to data tagged with the call used for analysis.
Constant feedback from you as our client will keep the process running just the way you want it to, and increases the quality of the output. We provide such visibility and access to our performance that a client specific approach with focus on client service of the highest quality just follows.
By using TransVisionary Solutions as your off-site enabler you will gain increased productivity that will drive your business ahead of your competitors.
We’re using the most recent advances in technology to speed up information flow and access, and make more efficient use of contact center resources.
We are very satisfied with the quality of service provided by TVS. I would like to congratulate you for handling our account well and hats off to your...