2. Dialogue Partner’s
Service Offerings
The service offerings can be broadly categorized into the
following
Strategic Advisory Services
Consulting Services
2 Service Offerings February 23, 2011
3. Strategic Advisory Services –
Third Party Contact Center
Background: Contact centers have evolved over the years to become a strategic corporate resource. A
significant percentage of all customer interactions, including sales, customer service and technical support
occur in this dynamic environment. For many organizations, the contact center is actually leveraged to
become a competitive “differentiator.”
As an Independent consultant the objective is to help clients define and execute strategy,
develop the best solutions and processes possible, and to educate about potential pitfalls. It is,
however, essential to carry out a detailed feasibility study in order to ensure business value, to
mitigate business risks and eliminate business failures.
The key parameters for a feasibility study are as under:
Identify the Business objectives for Outsourcing
Assessment of countries / locations for BPO operations
Assess the pilot customer
Assess the Business Potential beyond the target customer
Financial Assessment – Cost Benefit Analysis
3 Service Offerings February 23, 2011
4. Strategic Advisory Services –
Captive / Shared Service Center
We understand that outsourcing is not for everyone.; therefore a consulting program has been developed
that examines existing in-house call center environments to determine if outsourcing is applicable in any
form.
Alignment of call center processes with corporate goals, resulting in improved customer retention, staff
optimization, and cost efficiencies. This includes the design, development, and implementation of
organization structure, selection, compensation/reward systems, QA, staff utilization and training.
Our outsourcing analysis considers many potential options including:
Full outsourcing
Selective transactions
Peak/seasonal traffic
Outbound campaigns
Web-based support
Night/Evening Shifts
Blended solutions
The next slide represents Lifecycle of Strategic Advisory Services; both – Captive / Shared Services
and Third Party Outsourcing Services.
4 Service Offerings February 23, 2011
5. Phase – I Evaluate Phase – II Implement Phase – III Evolve
Service
Agreement
Research Design Transition
• Processes & Service Levels
Management
• Identify need & interest
• Technology
• Investigate Options
• Stakeholder Assessment
• Organization Captive Continuous
Build • Knowledge Improvement
/ Shared
• Facilities Services Transfers
• Technology • Service
Feasibility • Policies & Procedures Management Governance
• Technology
• Assess options Service Agreement Model
Acceptance
• Analyse the “Current Status” • Service Management
• People Transfer
• Define Operating Models • Changing Structure
• Define Commercial Models
Service
Design Agreement
Strategy • Processes & Service Transition
Management
Levels
• Confirm Scope & Operating • Systems Outsourcing • Knowledge
Model • Organization Continuous
Transfers
• Define “Current Status” Improvement
• Confirm Commercial Model
Supplier Selection • Service
• RFP Development Management
• Outline Business Case
• Evaluation & Selection • Technology
Negotiate Contract Acceptance Governance
• Due Diligence • People Transfer Model
• Contract Award
Program
Governance Project Management Change Management Quality Assurance
Management
Strategic Advisory Services – LIFE CYCLE
6. Consulting Services – Contact
Center
Contact center consolidation for multi-site and branch operation optimization
Transforming from “as is” to ”to be” business requirements
Creating a Business Case - ROI’s, potential scenarios, migration strategy, planning,
implementation, testing, and roll-out for both physical and virtual customer contact
consolidation.
Business Process Re-engineering (or BPR) - Key call center end-to-end processes,
including backend fulfillment
BPR includes documenting the “as is” as well as the “to be” customer contact
requirements and redesigning processes to improve first call resolution and increase
efficiency.
6 Service Offerings February 23, 2011
7. Consulting Services for Contact
Center Environment
Technology
Performance Workforce
Operational Design,
Health Check Management
Excellence Selection &
Up Review
Setup
Contact Build Operate
Contact
Center and Transfer
Center Design
Consolidation Model (BOT)
7 Service Offerings February 23, 2011
8. Consulting Services – Horizontal
Offerings
BPO Market Development
HR Outsourcing
Banking Services
Insurance Services
Key Vendor Assessment
8 Service Offerings February 23, 2011
9. Key Geographies
INDIA
MENA – MIDDLE EAST & NORTH AFRICA (Emerging
Markets)
9 Key Geographies & Markets / Segments to be Tapped February 23, 2011
10. Key Verticals
Industry Verticals Proposed Services
Retail • Contact Center Services – Sales, Customer Care,
Helpdesk, Warranty, Collections, Surveys,
• Loyalty Program Management
• Human Resources Outsourcing
Services • IT Services
• Human Resources Outsourcing
• Contact Center Services
Travel & Leisure • Bookings and Reservations
• Contact Center Services including Sales Support,
• Loyalty Program Management
Banking • Captive Center Consulting
• Operational Excellence
• Technology Consultation
10 Key Geographies & Markets / Segments to be Tapped February 23, 2011
11. Key Verticals
Industry Verticals Proposed Services
Telecom • Captive Center Consulting
• Health Check
• Benchmarking
Insurance • New Business Development
• Claims Management
• Collections
• Recruitment Process Outsourcing
Government • Captive Contact Center Solution
(Public Sector) • BOT Model
11 Key Geographies & Markets / Segments to be Tapped February 23, 2011
