Develop a Call Center Strategic Operations Plan
The development of a strategic operations plan is one of the most critical management functions. SGCi brings extensive experience to facilitate the development of this essential management document. We utilize multiple tools to collect information and identify needs and customer requirements. We help you analyze technology requirements; customer needs; resource requirements; work activity trends; work process issues; metric design; and all other aspects of your operations to define a model of your present operation. Using this as a starting point, we utilize our best practices model to facilitate the development of a success plan for the future. The process produces a detailed analysis document; a point-of-failure analysis; a staffing analysis; an organizational structure analysis; a work process analysis; and a comprehensive performance improvement plan. The plan is backed up with a detailed statistical analysis document and a cost-benefit analysis.
