Set-up Customer Service Operation 

Set-up Customer Service Outsourcing

Consultancy Services

Define the Outsourcing strategy (which operational activities inhouse / outsourced, which management roles inhouse / outsourced, which type of outsourcing from leased agents to local/near-shore/ off-shore outsourcing ), Select the outsourcing partner, Set-up the outsourcing contractual and operational model, Start-up the outsourcing operation.

References

Set-up Outsourcing in Arab/English language in Jordan for Qatar, Kuwait, Oman based Telcos; Set-up Outsourcing in German language in Romania for Austria based TelCo; 

Set-up new contractual and operational model for local outsourcers for a Morocco based Telco; 

Set-up new contractual and operatoional model for a world-wide outsourcing in hospitality industry; 

Set-up new local outsourcer for an Algerian Telco; Introduced leased-agent based outsourcing for a Kuwait-based and a Indonesia-based Telco;

Build-up New Customer Service Operation

Consultancy Services

Select location and infrastructure; Select and implement IT and Telco infrastructure, Define processes and procedures; Prepare training; Set-up Recruiting, Set-up roles for operational governance; coach operation during nursery phase

References

Set-up new operation at a near-shore outsourcer in Romania for an Austria-based Telco; 

Set-up Customer Service operation for a new Telco in Myanmar; 

Set-up new operation at a Turkey-based near-shore outsourcer for a German travel agency

Set-up Specialized Customer Service Operation

Consultancy Services

for inbound operations implement routing of right calls, for outbound operations secure the targeted customers, select agents based on proven skills, define scorecards and commission/bonus models, design the processes and procedure, train soft skills and hard skills, implement performance management

References

Set-up outbound tele-sales in Morocco, Kuwait, Netherland, Romania; 

Set-up inbound specialized sales team in Morocco, Romania, Netherland, Qatar, Germany; 

Set-up Retention in/outbound teams in Morocco, Romania, Poland, Netherland, Austria; 

Set-up technical support teams in Morocco and Romania; 

Set-up VIP specialized Operations in Qatar, Kuwait, Morocco;

 Set-up Inside Sales Team for SME B2B in Romania and Morocco