Call Center Consolidation and Migration
PowerHouse is the partner of choice for organizations making the
business decision that the consolidation of multiple Customer Care
functions into one centralized operation - or the migration from
or to an outsourcer - is the optimum solution.
The goal is typically to convert Customer Care into a consolidated
strategic asset and improve standardization and efficiencies company-wide.
In these long-term projects, PowerHouse senior consultants serve
as valuable partners by advising decision-makers, serving on the
core leadership team, and providing oversight for key project tracks.
We play a key role at both strategic and tactical levels at all
junctures of the initiative:
- Strategic Planning (Pre-project) - Visioning
and strategic sessions with executive and management levels, assessment
of current state and the decentralized operating model to determine
feasibility of consolidation, and a Strategic Blueprint for a
new Customer Care business and technology model that serves as
a baseline and context for the project.
- Organizational and Operational Planning and Execution
- Development of the following: an organizational model, requirements
for all functional areas, recruiting strategies, workload and
competency requirements, workforce optimization plan, definition
of skill types, technology infrastructure plans/costs, facility
requirements, migration approach, and training design/development.
- Technology Acquisition and Deployment - Specifications
for a technology platform; RFP submittal, evaluation, and acquisition
of vendors; price negotiation; and the management of technology
implementation.
- Learning and Performance - Management, design,
and development of comprehensive Call Center new-hire programs
for frontline staff; advanced curriculum for coaches and management;
and Quality training for specialized learner groups.
If you’re considering such a change,
call PowerHouse at (800) 449-9904. We can collaborate
with you for all aspects of Call Center consolidation and the migration
of processes, staff, functions, and technology.
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