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Implementation of an outsourcing project

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Ivan Georgiev, Co-Founder and Co-CEO of Pontica Solutions, was the first guest speaker in the Outsourcing and Offshoring Course at the Faculty of Economics and Business Administration (Sofia University).

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Implementation of an outsourcing project

  1. 1. Implementation of an Outsourcing Project
  2. 2. 7.5.2019 г. 2 Summary 1. Why do companies outsource? (5 min) 2. Types of Outsourcing (5 min) 3. What do we do in Pontica? (10 min) 4. Administration vs Production teams (10 min) 5. Organizational structure (20 min) 6. BPO vs Body leasing in Operations (5 min) Short Break (10 min) 8. New client onboarding (15 min) 9. Implementation and management of a project (45 min) a) Project launch steps b) Infrastructure c) How do we recruit? d) Performance (Volumes management, CSAT, Quality, Reporting) e) Expertise / Added value (Workflow optimization, Performance improvement, Knowledge center, increase CSAT)
  3. 3. Why do companies outsource? 7.5.2019 г. 3  Expertise (People management, Project management etc.)  Cost / Value efficiency  Hustle-free operations  Centralized multilingual, multi-talent solutions  Added value to operations (Customer satisfaction, Analysis, Operations intelligence)  Company / cultural synergy  Optimization of processes and procedures
  4. 4. Types of outsourcing 7.5.2019 г. 4 Business Process Outsourcing (BPO) Body leasing Project outsourcing
  5. 5. Types of outsourcing 7.5.2019 г. 5 Business Process Outsourcing (BPO) Strategic outsourcing Body leasing Strategic outsourcing Project outsourcing Production outsourcing / Tactical outsourcing
  6. 6. Types of outsourcing 7.5.2019 г. 6 Business Process Outsourcing (BPO) Strategic outsourcing Service level based Body leasing Strategic outsourcing Profile based Project outsourcing Production outsourcing / Tactical outsourcing Project completion based
  7. 7. What do we do? 7.5.2019 г. 7 Business Process Outsourcing (BPO) Body leasing Multichannel Customer Solutions IT Support and Development Recruitment and Talent development Reporting & Data Analysis Service providers Technology companies Gaming companies E-commerce & Retail companies What ? Who ?
  8. 8. Pillars of success 7.5.2019 г. 8 Sales Efficient Sourcing Performance Engagement
  9. 9. Administration vs Production teams 7.5.2019 г. 9 Administration Client 1 / Project 1 Client 2 / Project 2 Client 3 / Project 3 ADMINISTRATION PRODUCTION
  10. 10. Organizational tree - Administration CFO Business Development Operations Account Manager / Service Delivery Manager Team Manager Supervisor HR & Administration Talent Acquisition Manager Quality System Admin Office Manager Supporting Marketing Transition & implementation Training HR Administration & Payroll Manager Talent Acquisition Recruitment HR Engagement Manager Office Coordinator Office InfraIT Support Payroll Specialist Recruitment Manager Marketing specialist Business Development Manager Junior Business Dev Accounting Legal Co-CEO Co-CEO CTO COO VP of Sales Facility Manager Human Resources Supporting departments Content Writer Communication s Manager Recruitment Specialist
  11. 11. Operations tree - BPO projects 7.5.2019 г. 11 COO Account Manager Project 1 Team Manager Account Manager Project 2 Account Manager Project 3 Team Manager Team Manager Team Manager Team Manager Supervisor Supervisor Supervisor Supervisor Supervisor Supervisor Supervisor AGENTS AGENTS AGENTS
  12. 12. Operations tree - Body leasing projects 7.5.2019 г. 12 COO Service Delivery Manager Project 1 Service Delivery Manager Service Delivery Manager Project 5Project 3 Project 4Project 2 AGENTS AGENTS AGENTS AGENTS AGENTS
  13. 13. 10 min. break
  14. 14. New client onboarding 7.5.2019 г. 14 Stages: o Identify prospect (Marketing and Sales) = ? weeks
  15. 15. New client onboarding 7.5.2019 г. 15 Stages: o Identify prospect (Marketing and Sales) = ? weeks o Qualify prospect / Understand business needs (Business Development / Sales) = 2 weeks
  16. 16. New client onboarding 7.5.2019 г. 16 Stages: o Identify prospect (Marketing and Sales) = ? weeks o Qualify prospect / Understand business needs (Business Development / Sales) = 2 weeks o Solution Design / Offer (direct contact or RfP) (Business Dev and Operations) = 2 weeks
  17. 17. New client onboarding 7.5.2019 г. 17 Stages: o Identify prospect (Marketing and Sales) = ? weeks o Qualify prospect / Understand business needs (Business Development / Sales) = 2 weeks o Solution Design / Offer (direct contact or RfP) (Business Dev and Operations) = 2 weeks o Negotiation stage (Business Dev, Operations, Sales) = 4 weeks
  18. 18. New client onboarding 7.5.2019 г. 18 Stages: o Identify prospect (Marketing and Sales) = ? weeks o Qualify prospect / Understand business needs (Business Development / Sales) = 2 weeks o Solution Design / Offer (direct contact or RfP) (Business Dev and Operations) = 2 weeks o Negotiation stage (Business Dev, Operations, Sales) = 4 weeks o Contract review and signature = 6 weeks
  19. 19. New client onboarding 7.5.2019 г. 19 Stages: o Identify prospect (Marketing and Sales) = ? weeks o Qualify prospect / Understand business needs (Business Development / Sales) = 2 weeks o Solution Design / Offer (direct contact or RfP) (Business Dev and Operations) = 2 weeks o Negotiation stage (Business Dev, Operations, Sales) = 4 weeks o Contract review and signature = 6 weeks o Kick off meeting
  20. 20. New client onboarding 7.5.2019 г. 20 Stages: o Identify prospect (Marketing and Sales) = ? weeks o Qualify prospect / Understand business needs (Business Development / Sales) = 2 weeks o Solution Design / Offer (direct contact or RfP) (Business Dev and Operations) = 2 weeks o Negotiation stage (Business Dev, Operations, Sales) = 4 weeks o Contract review and signature = 6 weeks o Kick off meeting o Implementation plan in motion = 8 weeks Selection process = ~ 6 months
  21. 21. Project launch steps
  22. 22. Plan sample – Prior Go-Live 7.5.2019 г. 22 29 30 31 32 33 34 35 36 37 38 39 17-Jul-17 24-Jul-17 31-Jul-17 7-Aug-17 14-Aug-17 21-Aug-17 28-Aug-17 4-Sep-17 11-Sep-17 18-Sep-17 25-Sep-17 Kick Off QBR Finalize Agent Profile after Kick-Off Engage Recruitment Channels Recruitment & Training Operations, Reporting, Quality Knowledge transfer (if materials need to be created by Contractor) Process Mapping Agents Training Operations Lunch of Operations MBR / Performance Review Weekly Performance Review Revision of Contract Implementation tasks Month Week Number Date Recruitment Train the Trainer Knowledge transfer (if materials are available & provided by Client) IT setup and CRM access Kick Off Meeting Implementation Phase Jul-17 Aug-17 Sep-17 Kick Off Meeting Lunch of Operations Performance Review Revision of Contract Timeframe of Tasks We spend some time and efforts to plan the onboarding and Go Live in order to make a smooth transition for our clients. a
  23. 23. 7.5.2019 г. 23 o Based on team size and requirements can be dedicated office space or open space settlement o Client Branding o Fully equipped working stations o Working station for client visit o Scale up capacity could be planned o Option for separate access cards (if required by security measures or confidentiality) o Play corner for game projects o Dedicated training / meeting rooms based on requirements Project bird's eye view sample presented to the client of the dedicated team office space Infrastructure organization
  24. 24. 7.5.2019 г. 24 Recruitment of Manager Train-The- Trainer Recruitment of Team Members Training of Team Members Launch of Operations Recruitment channels in the scope of Pontica Solutions: o Referral programs o Recruitment websites o Partnerships with recruitment companies and consultants o Internal talent acquisition o Talent acquisition, networking and recruitment o Events participation Alternative recruitment channels for specific projects/needs: o Talent hunting in forums communities o Event organization (Gaming tournaments) How do we recruit?
  25. 25. 7.5.2019 г. 25 Reporting sample – Volumes We at Pontica aim to provide our Clients with all kinds of relevant reporting. Our goal is to help improve operations and the management of the workforce How can YOU optimize? Performance examples
  26. 26. 7.5.2019 г. 26 Reporting sample – Volumes by language How can YOU optimize? Performance examples
  27. 27. 7.5.2019 г. 27 Reporting sample – CSAT vs Targets 80% 85% 74% 76% 63% 75% 76% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Was it easy contacting us ? Were you happy with how long you had to wait to get a response ? Were you happy with your interaction with the support representative ? Was the answer you received clear and understandable ? Do you feel your question was properly answered ? How satisfied are you overall with your game ? TOTAL C-SAT by Question TOTAL Target Performance examples
  28. 28. 7.5.2019 г. 28 Reporting sample – CSAT by language 74% 80% 71% 73% 56% 71% 75% 85% 79% 81% 68% 80% 79% 82% 73% 76% 54% 71% 94% 93% 73% 79% 69% 81% 92% 96% 80% 80% 81% 78% 0% 20% 40% 60% 80% 100% 120% Was it easy contacting us ? Were you happy with how long you had to wait to get a response ? Were you happy with your interaction with the support representative ? Was the answer you received clear and understandable ? Do you feel your question was properly answered ? How satisfied are you overall with your game ? By Question & Language EN FR IT GE SP Target Performance examples
  29. 29. 7.5.2019 г. 29 Quality form example COMMENTS Weight Style & wording 3 Tone of the e-mail is conversational and professional. Alighned with the corporate requirements. Clear meaning of sentances 3 Customized content (user friendly). Understandable, clearly defined expected actions. Fully corresponding with internal e-mail etiquette. Language / Grammar 3 Proper grammar, punctuation and spelling. Vocabulary was professional and representative. Personalization 2 Personalization can be improved. Awkward empathy statements/ expressions. Mainly usage of positive words and phrases. SCORE SOFT SKILLS: 92% COMMENTS Weight Understanding the problem 3 Full understanding of the problem. Providing appropriate solution 3 Correct decision towards solution. Following internal procedures. Correct request of additional Information N/A Not applicable, when there is no need for information request. First Call Resolution 3 Advisor went the "extra mile" and provided the customer with all relevant information in order to avoid further unecessary contact. SCORE SOFT SKILLS: 100% COMMENTS Weight Customer Verification N/A Not applicable. Not an order related email. Wrap up of the interraction 3 Left appropriate comments in CRM, tagged the inquiry, appropriately escalate to another dpt if ncessary Correct classification 3 classified the inquiry correctly Correct escalation to another dpt N/A no escalation required SCORE SOFT SKILLS: 100% COMMENTS Weight Knolwdge of system 2 Advisor did not have major issues navigating on the systems. Knows which functions are necessary for the case presented to them. Small procedural mistakes/ order of steps. SCORE SOFT SKILLS: 67% TOTAL SCORE: 95% 10% Procedures System Usage Soft Skills Product Knowledge 20% 40% 30% Performance examples
  30. 30. 7.5.2019 г. 30 oDaily / Weekly - Good for ad-hoc decisions oMonthly reports - Full picture oMonthly Business Review (MBR) - Month on month review of performance oQuarterly Business Review (QBR) - Strategic Reporting
  31. 31. 7.5.2019 г. 31 Voice of the Customer Report (VoC) Agents classify tickets in 86 different categories Added value
  32. 32. 7.5.2019 г. 32 Improve performance based on analysis Tickets related to 78 different products Added value
  33. 33. 7.5.2019 г. 33 Improve performance based on analysis Pareto Principle: Improve performance by improving knowledge on the Vital game titles, promote Game Mentors etc Vital Few Trivial Many Added value
  34. 34. 7.5.2019 г. 34 Knowledge base and FAQ oImprove/Create knowledge center for the client + maintenance and optimization o Help client improve the FAQ section and self help on his platforms in order to reduce global volumes and improve First Answer Resolution rates o Email support template building and optimization for chat, pone and tickets Added value
  35. 35. 7.5.2019 г. 35 Workflow optimization Mon Tue Wed Thu Fri Sat Sun Opening Hours TOTAL % 7 8 7 7 7 7 7 0:00 - 1:00 1 1 1 2 1 1 1 10 3% 1:00 - 2:00 1 1 1 1 1 1 1 8 3% 2:00 - 3:00 0 1 1 1 1 1 1 7 2% 3:00 - 4:00 1 1 1 1 1 1 0 7 2% 4:00 - 5:00 1 1 1 1 1 1 1 6 2% 5:00 - 6:00 1 1 1 1 0 1 0 6 2% 6:00 - 7:00 0 1 0 0 1 1 1 6 2% 7:00 - 8:00 1 1 1 1 1 1 1 5 2% 8:00 - 9:00 1 1 1 2 2 1 1 8 3% 9:00 - 10:00 2 1 0 1 2 1 1 8 3% 10:00 - 11:00 2 2 2 1 2 2 1 12 4% 11:00 - 12:00 2 1 1 4 3 2 1 3 14 5% 12:00 - 13:00 1 2 3 1 1 3 2 12 14 5% 13:00 - 14:00 2 2 3 2 2 3 2 14 16 5% 14:00 - 15:00 2 2 3 2 4 3 2 15 18 6% 15:00 - 16:00 3 3 4 2 3 2 2 17 19 6% 16:00 - 17:00 2 2 3 3 2 4 2 17 19 6% 17:00 - 18:00 3 2 3 4 3 2 2 17 19 6% 18:00 - 19:00 3 4 3 4 4 2 2 19 21 7% 19:00 - 20:00 4 2 3 2 3 1 2 15 17 6% 20:00 - 21:00 3 3 3 3 3 2 2 11 19 6% 21:00 - 22:00 2 2 2 3 3 2 1 11 15 5% 22:00 - 23:00 2 2 2 2 1 1 1 7 12 4% 23:00 - 0:00 2 2 3 2 2 2 2 9 14 5% 42 39 47 49 48 39 34 168 298TOTAL AVERAGE per DAY OF WEEK Time Paris Time We are constantly analyzing the Infra Day volume spread and volume fluctuations to be able to organize the team in the most efficient way. Added value
  36. 36. 7.5.2019 г. 36 Workflow optimization Mon Tue Wed Thu Fri Sat Sun Opening Hours TOTAL % 7 8 7 7 7 7 7 0:00 - 1:00 1 1 1 2 1 1 1 10 3% 1:00 - 2:00 1 1 1 1 1 1 1 8 3% 2:00 - 3:00 0 1 1 1 1 1 1 7 2% 3:00 - 4:00 1 1 1 1 1 1 0 7 2% 4:00 - 5:00 1 1 1 1 1 1 1 6 2% 5:00 - 6:00 1 1 1 1 0 1 0 6 2% 6:00 - 7:00 0 1 0 0 1 1 1 6 2% 7:00 - 8:00 1 1 1 1 1 1 1 5 2% 8:00 - 9:00 1 1 1 2 2 1 1 8 3% 9:00 - 10:00 2 1 0 1 2 1 1 8 3% 10:00 - 11:00 2 2 2 1 2 2 1 12 4% 11:00 - 12:00 2 1 1 4 3 2 1 3 14 5% 12:00 - 13:00 1 2 3 1 1 3 2 12 14 5% 13:00 - 14:00 2 2 3 2 2 3 2 14 16 5% 14:00 - 15:00 2 2 3 2 4 3 2 15 18 6% 15:00 - 16:00 3 3 4 2 3 2 2 17 19 6% 16:00 - 17:00 2 2 3 3 2 4 2 17 19 6% 17:00 - 18:00 3 2 3 4 3 2 2 17 19 6% 18:00 - 19:00 3 4 3 4 4 2 2 19 21 7% 19:00 - 20:00 4 2 3 2 3 1 2 15 17 6% 20:00 - 21:00 3 3 3 3 3 2 2 11 19 6% 21:00 - 22:00 2 2 2 3 3 2 1 11 15 5% 22:00 - 23:00 2 2 2 2 1 1 1 7 12 4% 23:00 - 0:00 2 2 3 2 2 2 2 9 14 5% 42 39 47 49 48 39 34 168 298TOTAL AVERAGE per DAY OF WEEK Time Paris Time We are constantly analyzing the Infra Day volume spread and volume fluctuations to be able to organize the team in the most efficient way. Added value
  37. 37. Thank you! 7.5.2019 г. 37
  38. 38. #WEGROWTOGETHER Follow our latest updates on social media: Pontica Solutions Pontica Solutions ponticasolutions PonticaLtd www.ponticasolutions.com 7.5.2019 г. 38

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