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Migration Methodology

Suma Soft implements a proven migration methodology for all BPO projects. We have adopted a 4-step process for migration process of BPO operations. Each step involves a detailed review and sign-off process by the stake holders.

Plan: Project Planning Phase

A project team is created based on the complexity of the process, number of processes to be migrated and number of business owners across processes.

Three key roles are identified within this team. These are business stake holders, project lead and process migration manager. Additionally technology manager and training leads are identified.

Project lead is responsible for all activities from project initiation to rollout. Primary role of the project lead is to plan and track each activity of the project and report back to stake holders. This is done via a project plan. The stake holders are responsible to ensure all resources are made available to ensure smooth and on-time progress of the migration.

Migration manager is responsible for smooth transition of each process from the client contract center to the vendor contract center. This includes "as is" documentation, mapping to off-shore/near-shore processes and identification of gaps if any. These gaps in the migrated process are removed by appropriate redesign of the process. Other domain experts also assist migration manager wherever required.

Detailed plan for transition and knowledge acquisition are created with names of participants and timeline for each activity. Detailed technology evaluation plan is also create with special emphasis on Business Continuity Plan.

All plans are signed off by stakeholders before completion of this phase.

Acquire: Documentation and Knowledge acquisition Phase

A project kick off meeting is initiated and all the key stake holders meet to ensure sufficient resources are allocated to begin the knowledge acquisition phase.

Migration manager along with functional experts from documentation, networking and systems identify all call flows, process details and benchmarks. These are documented and reviewed by client. SLAs and reports are captured and documented.

Network and Telephony functions are mapped to processes to take inventory of all IT requirements. A "to-be" network and infrastructure plan is created and process mapping is done to ensure no gaps in infrastructure.

Train the trainer program is initiated and people skills are mapped to each process to ensure competencies are identified for hiring.

All documentations are signed off by the client to ensure approval before end of this step.

Transfer: Implementation of Migration Phase

Based on the documentation created and signed-off, the various plans are executed by the functional managers.

Technology infrastructure is deployed with provision for BCP. Various backup and availability testing are conducted on the infrastructure.

Hiring plan is implemented and delivery team is inducted with induction training, language and communication training. Trained process trainers conduct process training for agents and supervisors. All team members must pass an process knowledge evaluation before handling live calls.

All measurement parameters are tested on infrastructure and systems.

Test run of infrastructure is conducted to validate technology and process stability from off-shore and near shore facilities.

Approval to go-live is obtained from client and stake holders.

Operate: Go live Phase

A parallel run is initiated with a fixed volume of call and transaction sent to off-shore and near-shore facilities. All parameters are measured and if found good a gradual ramp-up is initiated and at the end of the ramp-up period all transactions are performed from near-shore/off-shore facility.

Post implementation the performance is monitored with detailed MIS and reports to client. Quality is monitored through weekly call monitoring, coaching and daily data integrity checks.

Weekly project review meetings to measure performance are conducted. Gaps are identified followed by action plans and timelines for implementation. The team follows a task-oriented approach on a daily basis, to ensure compliance and consistent performance. Six sigma tools are used to improve the overall effectiveness of the project. Online FAQs and a knowledgebase aids are created to provide speedy and effective customer experience.

 

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