Call Center, Process Transition, Call Centre India

Call Center Services, Call Center Outsourcing, Answering Services, BPO Outsourcing and Customer Relationship Management (CRM)

Call Center Services, BPO Outsourcing, CRM, Call Center Outsourcing, Answering Services, Customer Relationship Management

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Process Transition

InfoVision’s Business Transitioning Team collects the functional, operational and technical requirements from the client. At this stage, the team studies and understands the customer’s business drivers, operational workflow and user needs and transfers this information into a Project Scope Document. Simultaneously the technical requirements are defined and implemented.

The stages involved in process transition and roll out are detailed below:

»	4 Stages of assessment
»	3-4 weeks Agent Training Program
»	Pre-training & post training evaluation

»	Product Knowledge	»	Database/MIS
»	The Script	»	Reporting & Feedback
»	Objection handling	»	Quality Audit
»	FAQ/FAA’s

»	Call flow mapping	»	Client Call Mapping
»	Database	»	Stress testing
»	Screens	»	MIS Platform Customization

Productivity Levels :
»	4-6 weeks :50%
»	6-8 weeks : 75%
»	> 8 weeks : 100%

»	Calls / Transactions per hour
»	Agent wise analysis
»	Call Quality Analysis