PowerHouse is the partner of choice for organizations making the business decision that the consolidation of multiple Customer Care functions into one centralized operation – or the migration from or to an outsourcer – is the optimum solution.
The goal is typically to convert Customer Care into a consolidated strategic asset and improve standardization and efficiencies company-wide.
In these long-term projects, PowerHouse senior consultants serve as valuable partners by advising decision-makers, serving on the core leadership team, and providing oversight for key project tracks. We play a key role at both strategic and tactical levels at all junctures of the initiative:
- Strategic Planning (Pre-project) – Visioning and strategic sessions with executive and management levels, assessment of current state and the decentralized operating model to determine feasibility of consolidation, and a Strategic Blueprint for a new Customer Care business and technology model that serves as a baseline and context for the project.
- Organizational and Operational Planning and Execution – Development of the following: an organizational model, requirements for all functional areas, recruiting strategies, workload and competency requirements, workforce optimization plan, definition of skill types, technology infrastructure plans/costs, facility requirements, migration approach, and training design/development.
- Technology Acquisition and Deployment – Specifications for a technology platform; RFP submittal, evaluation, and acquisition of vendors; price negotiation; and the management of technology implementation.
- Learning and Performance – Management, design, and development of comprehensive Call Center new-hire programs for frontline staff; advanced curriculum for coaches and management; and Quality training for specialized learner groups.
If you’re considering such a change, call PowerHouse at (800) 449-9904. We can collaborate with you for all aspects of Call Center consolidation and the migration of processes, staff, functions, and technology.