Customer Support Asia's services are configured to a client's need, supporting both: 

  • clients with existing operations in the Philippines that require targeted project oversight; and

  •  clients that are beginning an offshoring initiative and require pre-deployment support

SUPPORT FOR EXISTING PHILIPPINES OPERATIONS:

 

  • Post-Cutover Interventions:  Even with careful pre-deployment preparations, service organizations often encounter service delivery issues during the initial weeks or months after a service launch.  Sometimes these issues are obvious; in other cases they're latent, intermittent problems that require care to diagnose.  The firm will identify all such issues; quantify their impact; and supervise all necessary corrective actions during the contracted period of time.    

  • Targeted Projects for Service Quality, ResiIience, Compliance, and CX:   The firm may be hired to drive specific service initiatives, such as SLA/KPI improvements, Customer Experience adjustments, time-sensitive service campaigns, site/service changes, compliance activities, and risk assessments.   Many such projects will require some combination of training, process change, documentation, and validation.  If a service partner is performing below expectations, we'll manage the turnaround effort required.  

  • Post-Pandemic Changes:  The Covid-19 pandemic has revealed a wide variety of operational weaknesses at BPOs and shared services sites worldwide.  The firm may be engaged to probe service performance deficiencies or failures that arose during the crisis, propose action plans for clients, and implement specific reforms at the site(s) concerned. 

  • Training Needs:   The firm can coordinate or lead the training of a partner's staff, depending upon its scope.  Typical tasks:  content development, scheduling, delivery, tracking, "train the trainer", and alignment with service changes and compliance initiatives.  

  • In-Sourcing/Other Transitions:   When services must be migrated from one site to another in the Philippines, or be in-shored to U.S. sites, the firm can manage the project in a carefully structured manner, minimizing risk.  

  • Interim Site Leadership:    Clients may appoint the firm's Principal Consultant (or a mutually agreed designee) as an acting Site Director for a specified number of months.  Once the contract appointment is documented, the Client will be responsible for securing visa and work permits from the applicable Philippines government agencies (Bureau of Immigration and DOLE).    

 

SUPPORT FOR NEW OFFSHORING INITIATIVES:

  • Service Outsourcing Plan:   We'll refine your outsourcing plan, factoring in cost goals, process controls, the dynamics of your customer population, and CX objectives.   

  • Qualifying Prospective Partners:  If you haven't yet selected a service provider in the Philippines, we can assess prospective partners, considering the complexity of your required service(s), and the range of resources needed to serve your customers.  Typical evaluation criteria include: experience, capabilities, lead times, training, workflow complexity, KPIs/SLAs, infrastructure, security and compliance practices, and operational resilience.  If desired, we'll support your RFI/RFP processes, audit and compliance reviews, and risk assessments.

  • Service Readiness Preparations:  The firm serves as an extension of the client's management team, driving timely, diligent, and thorough site preparations.  We'll work on-site with your service partner to guide all pre-launch activities (staff, facility, network and system-related); oversee and evaluate pilot tests; and independently assess the service partner's ability to launch services on your desired date.  

ANNUAL PARTNER OVERSIGHT

  • Annual Service Partner Oversight:   The firm may be contracted on an annual basis to assure consistent service delivery excellence over time.  Ongoing oversight of your service partner will minimize risks associated with personnel turnover,  management changes, system and platform changes (contact center, UC, CRM, etc.) and other service site variables.

 

Typical areas of focus include:

  • Assessment and reporting of performance against commitments (cost, KPIs/SLAs)

  • Root causes analysis behind escalations and service delivery issues

  • Corrective action plans to address deficient cost or delivery performance

  • Oversight of system and facility changes and service program changes

  • Quarterly or semi-annual on-site evaluation, including manager/supervisor interviews

  • Planning and testing of disaster recovery protocol and other risk assessments

  • Revision of case handling/case resolution and workflow procedures

  • Training remediation for service agents and supervisors

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