Business Consulting Process


>>  Basic Methodology for GAP Analysis
This analytical procedure quickly identifies the bottlenecks that impede performance and highlights what the improvements that can be made to existing applications.  We leverage technology to improve caller experience and call automation to enhance customer service.

Current Scenario
Business Operations Technology MIS Principal/Vendor
 . Business & Overview

 . Service Overview

 . Call Classification

 . Service Observation

 . Staffing 		 . ACD

 . IVR

 . CTI

 . Hosts & Middleware

 . Logging System

 . Fax Applications

 . Reporting System

 . Network 		 . Inbound/outbound
   Call reports

 . MIS Management

 . Performance

 . Metrices 		 . Experience

 . Support Policy

 . Service SLAs

 . Service Availability

 . Compatibility
Observations & Analysis
 . Resource Optimization

 . Call Classification

 . Traffic Management

 . Workforce Optimization

 . Staffing 		 . System Usage    Optimization

 . Technology Roadmap
 . Key Performance
   Metrices

 . MIS Utilization
 . Vendor Service & Support    Optimization
Recommendations - Report And Presentation