The document discusses the business process of a major BPO contact center in the Middle East according to the HR Director. It outlines a 4 step process: 1) the sales team approaches clients to offer BPO services, 2) the requirements are analyzed by HR, operations, and IT teams, 3) resources are managed and recruited by HR and IT ensures technology support, 4) operations executes the project to meet client needs. It then discusses how the company transformed policies when contracted to establish and manage the contact center for a new electronic road toll system, by developing new customer-focused processes and expanding the customer service unit and CRM tool. The results were significantly reduced customer issues and improved complaint resolution time.

1. Knowledge Management
Milka Sebastian
E-30
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2. The Business process
as per said in the interview by
Mrs. Preeti Khanna,(HR Director)
of Major BPO contact Center in
Middle East…

3. Business Process
Step 1: Fetching the business
Sales Team will approach the appropriate client
promising them to deliver the required BPO needs of
that particular client. Since, the company is a major
outsourcing company and a contact center, the services
provided to the client will vary to the needs and
demands of the client.
Step 2: Requirement Analysis and study
The requirement fetched by the Company’s sales team is
studied and analyzed thoroughly by the HR team,
Operations and the IT team of the company. This helps
in the smooth transaction and delivery of the project
under the guidelines and deadlines set by the Client.

4. Step 3: Resource management
The requirement study will lead to the resource need
and management. The exact number of resource
needed and allocated to execute the project is
determined.
HR Team: Ensures the needed resources as manpower
are recruited and made onboard within the deadlines.
IT Team: Ensures the IT support and facilities are
catered for the smooth running of the project.
Operations: Ensures the resources and facilities are
held up together for the smooth running of the project.
Step 4: Project Execution
The Operations will execute the project and ensure the
deliverables are met to the client needs.

5. Transforming Policies.
THE SITUATION
• The first electronically controlled road toll system was being introduced
in the Middle East
• The company was contracted to establish and manage the contact centre
• We quickly identified critical gaps in the project plan: important
customer service work streams were missing for both launch and pre-
launch phases
THE CHALLENGE
• Introduce best practice processes to replace entrenched existing
practices in order to attain operational excellence
• Meet customers' end to end expectations on deliverables and resolve
new and existing challenges that may serve as impediments to the day to
day use of the road toll system
• Set up a complete customer service unit that would provide all back
office functions to support the road toll system

6. THE APPROACH
• Company developed new processes by studying, understanding and analysing their impact
on operations and the customer experience
• They created focussed work teams that could apply the skills demanded by the unique
process requirements
• They used technology to institute automation, efficiency, optimisation and eliminate
redundant processes
• Company expanded the customer relationship management tool, which had only been
designed to run the toll system by adding a range of customer focussed services:
Complaint Management, End to End Customer Lifecycle and Online Self Account
Management
• They established a real time dashboard reporting approach to proactively highlight
potential issues
THE RESULT
• Company expanded operations from a contact centre to a complete and proficient
customer service unit
• They achieved significant customer service milestones
– Reduced the customer issues / complaints on the back office aspects of operations
from approximately 500 to 50 a day
– Decreased customer complaint/issue resolution turnaround time from an average of 2
weeks to 2 days
– Answered customer queries in real time due to increase in information readily
available (previously this could take up to a week)

7. Thank You!