| Sharing Our Domain Expertise With Your Organization |
Although having a contact center may benefit your business strategy, building a customer contact operation is a complex and technology-intensive endeavor that can distract and strain corporate resources. TRG Customer Solutions can initiate a shared services or outsourced center, manage it until it reaches operating stability, and transfer it to your business seamlessly and within weeks.
Our two decades of building, acquiring and managing contact centers has given us critical insight into developing effective contact center facilities including location considerations, technology build-out and resource management.
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| Build |
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During the ‘Build’ phase we will work with your team to identify your objectives and accordingly select the right location for your center. We typically maintain a ‘watch list’ of attractive commercial sites through our real estate consultancy partners. Once the location is identified we will build out the facility, set up the technology and systems infrastructure and staff the center by leveraging our recruitment model.
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| Operate |
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During the ‘Operate’ phase we will set up the operating guidelines and organizational hierarchy at the production level. We organize the personnel and establish the procedures for ongoing recruitment, training, workforce management, quality assurance and overall program management. Depending on the nature and scope of the program and your requirements, we may manage the center for up to 12 months. During this time we actively engage with your operations team to ensure that the center is operating per your desired scope.
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| Transfer |
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| During the ‘Transfer’ phase we will transfer the assets and hand over the operations to your team. An effective knowledge transfer protocol is always developed to ensure that the transition is seamless but we remain engaged with your operations team for up to 3 months after the initial transfer to ensure that ongoing support is available. |
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