Process
Delivering consistently high levels of quality and performance is absolutely critical for twentyfourBPO. To ensure that we do we operate a structured five stage process containing the following components
Requirement Definition & PlanningWe work with our clients to agree requirements, standards, performance targets and success criteria. twentyfourBPO strongly believes that Quality comes from Consistent Communication and therefore it is vital to understand all aspects of our clients requirements. We detail client requirements in Statements of Work to ensure common understanding of deliverables and expectations.
ImplementationAll client campaigns are implemented following a structured process that minimizes implementation risk and ensures that all required components, ranging from training need through to technology deployment, are delivered to specification and time.
Live ManagementCampaign/programme performance is monitored on a daily and weekly basis to ensure compliance with targets. We provide our clients with regular management information reports in an agreed format and flag any issues through defined escalation processes.
During the In-Life stage we regularly quality monitor our sales executives and customer service representatives, either against defined standards agreed with our client. Individuals who fail to achieve standard are removed from the client campaign for coaching and, if required, re-training and must demonstrate their ability to meet the required standards before returning to the campaign.
Review and Continuous ImprovementFormal monthly and quarterly campaign reviews (MCRs and QCRs) are held between twentyfourBPO and our clients to review the success of campaigns and programs and to identify continuous improvement and strategic development actions.
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