Delivery Model  

 
Customized Solutions for Every Program
We recognize that although cost rationalization and developing and maintaining strong customer relationships are universal objectives, every program and every client has a distinct profile. After over two decades of managing contact centers and providing customer-centric outsourcing solutions, at TRG Customer Solutions we have created an operating model that combines best practices in day-to-day service delivery with the flexibility to customize solutions to meet your specific business requirements.
 
Our Delivery Model
 
Our delivery model is structured around a five-step framework in which we engage and remain fully engaged with you through your program lifecycle.
 
Program Definition
 
We work with you to understand both your business requirements and your customers’ needs. We define your program both within the context of your corporate strategy and our business model by thinking about critical business questions:
 
What are you key outsourcing objectives?
Why do you outsource? What benefits are you seeking to obtain by outsourcing?
What type of product, service or business function are you looking to co-manage or outsource?
Is your business global in nature?
Are you looking to outsource business processes, customer contact functions, or both?
 
Program Assessment
 
We explore diverse situational factors, technology constraints, business needs and financial considerations to structure a customized solution that fulfills all your objectives. The following questions influence how we think about setting up a program for you:
 
What is your timeline for implementation?
What are the specific business and financial outcomes that you are targeting?
How does your outsourcing strategy fit within your overall operations and budget?
How are your company’s IT systems and technology assets set up?
How is your company’s workforce organized?
What is the profile of your business customer or consumer?
What business processes are you aiming to outsource or co-manage?
 
Program Implementation
 
We employ a collaborative Program Implementation approach – both with your organization and within the Company – to ensure that the responsibilities and expectations of all stakeholders in a program are aligned and executed on schedule and within budget. Our Client Services team plays an integral role in facilitating the launch of every program by liaising with your account management teams and our operations team in charge of running the final production. Its role involves coordinating all processes – from Recruitment to IT Systems to Quality Assurance – so that there is complete adherence to Scope of Work guidelines, and so that your business targets are fulfilled successfully.
 
Program Management
 
Our Client Services organization – as the single point for billing, reporting, integration and program changes – plays a critical role in all ‘live’ programs to ensure that all KPIs and SLA requirements are successfully achieved. Our Operations team works in parallel with the Client Services team to understand your requirements and manages each individual business program accordingly. A comprehensive reporting framework ensures that KPIs, call dispositions, customer associate performance and business trends are captured and monitored continuously.
 
Common Performance Metrics
 
Average Handle Time (AHT)
Average Speed of Answer (ASA)
Abandon Rate
Average Order Value
Sales per Hour (SPH)
First Call Resolution
Customer Satisfaction Index (CSI)
Script Accuracy
 
Common Call Dispositions
 
Dials per Hour
Contacts per Hour
Customer Associate Utilization
Decision Maker Contact (DMC) ratio
Call Back dispositions
‘Unworkable’ Number dispositions
Time Zone Distribution
Area Code Distribution
 
Program Optimization
 
We employ a ‘continuous improvement’ approach to all of our programs. A ‘closed-loop’ feedback process underpins every program so that all stakeholders in its operational success – Recruitment, Training, Technology, Operations and Quality Assurance teams – are involved in assessing program metrics and employee performance. Robust reporting structures and monitoring tools supplement every individual’s direct efforts. We employ Business Analyst teams that design and manage operational and financial tracking tools in order to extract business intelligence and determine ROI at every stage of the program. We benchmark the effectiveness of this approach by holding regular (weekly, monthly, quarterly and annual) performance review meetings with your account management team to share and solicit feedback on our operating performance.
 
  Program Re-Assessment
 
When we initiate a program, we work intimately with you to understand the strategic importance of that particular business program within your business model and organization. During the entire program lifecycle, we continue to work closely with you not only to ensure high service levels and SLA adherence, but to understand how our partnership is adding value and what challenges and opportunities exist within existing programs or new programs that would contribute towards your strategic goals. We look for opportunities to introduce leading-edge proprietary technology and innovative marketing models that are specifically designed to enhance cost-savings and improve marketing ROI.
 
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Contact Us
  To learn how TRG Customer Solutions can fulfill your business and/or customer needs, contact us now.

1-888-878-7400
 
 
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