Our Service Methodology – Call Centre & Onsite Follow-up
Step 1. Specify Requirements: Document the scope of work including service objectives and draft scripts where relevant.
Step 2. Establish Metrics:
Call Centre – These will include Service Volumes, Average Handle Times (AHT), Customer Satisfaction (Netpromoter) and First Call Resolution (FCR) rating. Read more..
Onsite Service Network – The core KPI’s for delivering onsite follow-up and support for your customers will cover Availability, Reliability, Speed, Effectiveness and Customer Satisfaction.
Step 3. Set-up Project Plan: Osorce will appoint a Project Manager who will prepare a project plan detailing time lines (Gantt chart), tasks and responsibilities of each stakeholder from all parties.
Step 4. Implement /Transition to Service: The OsorceProject Manager in conjunction with stakeholders will roll out the service in accordance with the Project Plan.
Our Human Resources
Osorce specifically hire the best and most qualified staff for our client’s requirements, and where appropriate will contract or re-employ key members of your staff to (a) fast track a seamless transition to Osorce and (b) minimise the difficulty and cost of redundancies.