Call Center Strategy & Implementation

Our client is a SaaS technology company in the logistics industry that provides planning and execution services for the automotive retail, fleet and rental, OEM and auto auction industries. To ensure a better service, the company decided to implement a call center service to provide 24/7 support to its users and potential clients. Nepanoa led every activity of this endeavor.

Client Challenges

Deciding on where to establish its Call Center based on cost, labor availability, and infrastructure
Implementing and maintaining a reliable infrastructure and efficient technological setup for the call center
Incompatible technology used throughout the company leading to manual and time consuming activities
Lack of consistent and accurate information transmitted to customers, requiring the development of clear call responses and protocols
Undefined roles and responsibilities for users and areas
High duplication of tasks across teams
Lack of adequate customer support to ensure issues are addressed and resolved in a timely manner

How Nepanoa Added Value

Nepanoa partnered with the client to lead the strategy and implementation of its call center.

North Star

Defined the organization’s vision for the call center and its operation
Conducted a financial analysis to decide on the most suitable location
Led workshops to define the call center’s strategy

Execution Strategy:

Identified and analyzed different call center providers
Selected the best service provider for the organization taking into consideration their capabilities
Held meetings with each provider to identify each provider’s capabilities
Carried out a comprehensive due diligence between the different providers to select the best fit for the company
Redesigned processes to ensure efficiency in the future state

Set-Up:

Developed a Transformation Roadmap to align the call center’s strategy with the company’s operations, ensuring a seamless integration and implementation
Defined roles to be outsourced and delineated their responsibilities
Designed training guides to ensure the correct procedures were being followed by CSRs
Carried out training sessions with internal & external stakeholders
Defined the technologies to be used
Implemented transformed processes

Execute:

Led and oversaw the call center’s operations ensuring a successful implementation and ongoing performance
Executed pilot for the call center
Provided live support to the call center
Created and delivered weekly reports with relevant KPIs

Results

Nepanoa effectively worked alongside the client, providing support in the selection, strategic planning, and execution of their Call Center in Mexico.

Reduction in customer support handle time

38%

Customer support errors decreased, improving the quality of service

85%

Reduced time allocation on operations support

13%

How can Nepanoa help you? Reach out, we’re here to help.