CCN | Call Centre Nucleus
Services / Co-sourced Solution
Co-sourced Solution
There are several situations in which a client may opt to enter into a co-sourced or in-sourced relationship with CCN.
Some of the key business drivers are:
• Existing facilities in a labour market
that supports programme
requirements.
• Existing management team and
facilities in place; leveraging
existing clients assets.
• Facility and infrastructure is a
required; owned asset of the client.
• Contact centre operations are uniquely dependent on the other client-owned
business processes (e.g. multiple products, fulfillment requirements, escalation
processes, work functions etc).
CCN has many years of experience in delivering this model and recognises the solutions to the many pitfalls this solution brings.
By delivering services in our clients’ facilities we help achieve the following benefits:
• Leverage the financial benefits of outsourcing.
• Achieve best-in-class operations.
• Build a flexible business model.
• Maximise return on invested capital.
• Maintain desired controls.
CCN will manage an on-site facility against all predetermined service level and quality requirements. CCN will further assist a client with the development and implementation of all strategic and tactical objectives, as required from time to time.
CCN will provide a comprehensive turnkey management solution, with total responsibility ownership and accountability for implementing and managing according to the contractual service levels and quality objectives.
CCN will provide all the required management services, based on industry best practices in order to deliver the required contractual service level and quality indicators.
CCN will take over existing staff where required and use our Human Capital Hub to recruit additional staff. Our trainers will work together with our client to train on your site if necessary and our professional services team will see that all processes and procedures are documented and implemented.
CCN’s Professional Services team together with the Call Centre Managers will assume overall responsibility for the development, alignment and implementation of your strategic and business objectives within the call centre.
CCN uses a best practices continuous improvement methodology that focuses on People, Process, Technology and Costs. The professional services team provides continuous practical advice and solutions to the client in order to improve service, quality, efficiencies, productivity and cost reductions, incorporating ideas from the process engineers, IT, HR and operations management.
