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Situation
A new start-up in the entertainment business.
Action
- Define service standards.
- Design and write RFP (Request for Proposal) for outsourcing of contact centre.
- Chair the outsource selection board
- Negotiate and manage the contractual relationship with the appointed outsourcer
- Design detailed volumetric forecasting and contact modelling of the service operation
- Assist in the initial design of the billing platform and part of the team which selected the supplier
- Create and implement a ‘cultural map’ illustrating the role of individuals and teams within the business at large.
- Design and manage the delivery of the service training programmes
- Manage the delivery of initial management information and performance
- Manage the customer service operation on an interim basis.
- Develop the forward strategy regarding future building and sizing of a self-owned customer service facility
Result
- Staff selection targets all met.
- Training programme fully ‘operationalised’ ahead of targets.
- Contact Centre operation launch on time and to budget.
- Major customer acquisition success.
- Systems and processes in place and operating to plan.
- Volumetric forecasting models completed and operating effectively.
- Contact Centre technology operating.
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