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Customer Support Asia will work closely with its client to identify the expected scope and duration of each engagement, whether it's a new turnkey offshoring project, or an initiative to strengthen existing service operations at a site in the Philippines.

 

For new service deployment projects:  A 10-point fact-finding process will be used to estimate the scope of a service launch project: 

  1. Scope of the service(s) to be transitioned to a Philippines-based provider

  2. Reasons for offshoring (management cost/operations objectives)

  3. Extent of client's resources to support the project

  4. Past experience with offshoring services, if any

  5. Top concerns and perceived risks

  6. How the service is currently delivered (or should be delivered)

  7. Regulatory and compliance issues, if any

  8. Unique skill sets and training challenges, if applicable

  9. Timeline and critical dependencies (people, systems, operational)

  10. Points of contact and rules of engagement

 

Typical project duration:  several weeks to several months

For ad hoc projects at in-production sites:   The scope of an ad hoc project will be estimated based upon the project objectives, such as strengthening service delivery performance, implementing a new service campaign, etc. Typical project duration is a few to several weeks.

Clients should expect to:

  • Provide an appropriate level of internal resources to support various aspects of a project, including a Project Manager and Executive Sponsor

  • Have a frank transparent dialogue about goals, success criteria, and what is feasible within the timeframes desired