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Customer Engagement Cycle |
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- The
schematic gives an overall approach followed by Global Team
Network for providing Contact Center service solutions
- Implementation
Cycle
-
Strategic
: We conduct a strategic audit of all aspects of your
requirement. Our full service concept starts with a process
review of your goals and objectives. We consider the complexity
of your service, the makeup of your organization and the
typical involvement of Global team Network on a daily
basis
-
Human
Resources Planning : During this stage we examine
the personnel requirements of the Contact center. This
stage will determine the number of business development
representatives required, provide a job description, describe
compensation and motivation issues, and outline recruitment
and selection processes, training requirements, supervisory
needs, and monitoring and coaching strategies
-
Call
management Planning : During this stage the scripting
and call guide requirements are identified to make the
calls more effective and manageable.
-
Information
Management Systems Planning : This stage examines
the methods and systems required to gather and measure
results covering the key areas of productivity, performance
and profitability.
-
Integration
: This stage examines how best to integrate the Contact
center with existing activities and with the existing
administrative practices. This stage also examines the
communications plan targeted to the other departments
in the organization.
-
Implementation
: This final stage will freeze the implementation schedule
in consultation with our customers.
-
Manpower
: Global Team Network has trained and skilled manpower
with experience gained over several years of Contact center
services to our customers:
-
Training
: Each Business Development Representative/ Agent
receives extensive training tailored to your needs.
Global Team Network works with the Agent to ensure that
they understand your business and your objectives. They
understand issues which may arise, and they understand
who your the clients are. Typical training sessions
prior to starting a campaign are between one and three
weeks. Agents receive additional training and periodic
reviews.
-
Supervision
: Global Team Network Contact center has an agent to
supervisor ratio of twenty to one. The supervisor will
also work on the phone, fielding calls. In this way,
100 percent of calls are monitored. Your campaign will
be assigned a supervisor. This person acts as your point
of contact, and is directly responsible to you, as your
point of contact. Supervisors are empowered to ensure
that any problems are dealt with in a fast and efficient
manner.
-
Quality
Assurance Manager : For high volume campaigns a
quality Assurance manager is assigned with each of the
supervisors reporting directly to him or her. The QA
Manager is the day-to-day link between the client, the
agent and the caller. They are proactive, innovative
and professional. Much like your campaign supervisor,
the QA Manager is empowered to ensure 100 percent client
satisfaction.
-
Call
Monitoring : BDRs are continually monitored; Supervisors
and QA Managers also randomly record conversations.
Depending on the audit and review, Supervisors and QA
Managers may also monitor fulfillment response.
-
Support
: Our in-house team of DBAs, MCPs, MCSEs, programmers,
telecommunications professionals, and information systems
staff ensure that agents receive the support they need.
-
Workforce
management : Depending on the service demands of
the customer, a state of the art workforce management
will be used to have an efficient delivery.
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