Alfa strives to provide tailor made services on a partner-to-partner basis, which is why building mutual trust is of crucial importance for a successful partnership, and it starts with the very first step. A partnership based on mutual trust is a cornerstone of our service provision model, as it implies that all else will also be done in a manner that honors this trust. By receiving reliable information from our clients, we are able to identify the best possible outsourcing strategy, give reliable figures regarding the preparation required and present our clients with a realistic expected “go-live” date estimate.
With regards to the current BPM model, we will need to learn about how our client's business processes are structured and managed at the moment, what are the current KPI results as well as the peak business hours and various other business performance indicators that depend on the particular nature of our client's business. This will help us evaluate the required service complexity and estimate the approximate workload and working hours required from our service team(s).
Defining the overall goals for business process outsourcing is of crucial importance, as it enables Alfa to tailor our service offer in a way that emphasizes these goals. Other details defined during this step include the expected KPI targets, required employee profiles, the reporting processes, expected go-live date, payment model and other specifics relating to the necessary BPO services. The details defined in this step will then be incorporated into the partnership agreement documents, thus ensuring maximum clarity and transparency for both parties involved.
Depending on the efficiency of the communication, the size of the project and the readiness of the client, the first offer could be made even as soon as a week after these discussions have begun. Once this has been done, negotiations of the terms and conditions of the contract and the second stage of starting a partnership can begin.
As the partnership agreement offer, prepared by Alfa, is presented to the client in order to discuss the terms and conditions of the agreement on a partner-to-partner basis. These discussions revolve around various aspects of how the necessary outsourcing services will be provided, how the service team(s) will be recruited and prepared for the job, and how the previously defined KPI targets will be met.
Many of our BPO services may also involve specific sub-services and quality assurance processes, which can be included in the partnership agreement if deemed necessary by the client. These sub-services and processes include the use of specific platforms, provision of specific training programs as well as other processes that need to be incorporated in our outsourcing services. If a client is unsure about the best course of action, we can also recommend a solution that will best fit the client's overall outsourcing goal(s), regardless if it is cost reduction, excellent service quality, process efficiency improvement or other goals defined by the client.
Besides providing our clients with a unique service package, specifically designed in accordance with the needs and requirements of their business, our clients have the ability to pick and choose sub-services and quality assurance processes that best suit their overall outsourcing goal(s). Furthermore, we client also has the chance to negotiate the terms and conditions related to up-scaling the scope of outsourced services, in case of business growth, or in case the client decides to outsource other business processes as well. Once the negotiations have been completed and both parties are fully satisfied, the third stage of drafting and finalizing legal documents can begin.
During this step, all negotiated and agreed-upon details are put on paper. Depending on the agreement with the client, this process may involve the use of legal documents prepared by Alfa, or they can be based on document prepared by the client. By working together with the client on the preparation of these documents, we are able to ensure complete clarity and understanding of what the provided services will include. As for our clients, this approach enables them to discuss and negotiate nearly all aspects of the services they will be receiving. Furthermore, this approach also ensures that the provided services will align with our clients' overall business process outsourcing goals and comply with all of the employee and service quality requirements established in the previous steps.
In order to provide maximum service transparency and ensure that both parties fully agree on what the outsourced services will entail, additional supporting documents are prepared to clarify other details, which have not been included in the above mentioned documents. These supporting documents contain definitions and clarifications of specific processes and KPIs relating to each service, sub-service and quality assurance processes.
While the agreement to engage in a partnership has already been made, in reality finalizing legal documents can be a time consuming process. In light of this, the fourth step of starting a partnership may begin before the documents have been finalized in order to speed up the preparation and be able to start providing outsourcing services as soon as possible.
During this stage, two separate documents are developed – an overall implementation plan and a readiness check-list – which are then used to prepare for the go-live date. In the implementation plan, all the technical, human resource and legal requirements necessary for us to begin providing BPO services are identified and all preparation processes and methods are described in detail. This document also contains information regarding task responsibilities, start and end dates for all the elements included in the plan as well as the form and regularity of reporting about the preparation progress. Furthermore, an implementation plan timeline is developed, which gives us a realistic estimate of the go-live date, based on the amount of preparation required. By following this method, we are able to provide our clients with complete preparation process transparency as well as enabling them to closely monitor the preparation progress.
Each item listed in the check-list has a status indication – not ready, in process or complete – and reports regarding the preparation progress can be provided on a monthly, weekly or even daily basis, as per the agreement with each client. The tasks included in this check-list range from hiring employees with specific qualifications and preparation of their work stations to the implementation of specific security measures and IT infrastructure as well as provision of language and skills trainings programs for the newly hired employees. Besides being able to monitor the status of each item listed, our clients are also given the possibility to check and verify the qualification of the employees that will be providing their services. Our clients may also get involved in training program supervision by their own choosing.
Once the implementation plan timeline is developed and the readiness check-list is prepared, the expected go-live date can be set, and the final step of starting a partnership begins with putting this plan to action. The general practice is such that the service provision can begin once 90% of the check-list have been completed.
The final step in starting a partnership is the actual realization of the implementation plan and tracking of the set time-lines in order to ensure that all the agreed-upon milestones are met. Employee recruitment and training begins, work spaces and the supporting IT infrastructure is prepared and all the necessary security measures are applied, strictly following the guidelines set forth in the implementation plan and the readiness check-list.
During the service preparation process, the items listed on the readiness check-list are ticked off one by one and the client is provided with regular reports regarding the status of each of the listed items. Additionally, the client is kept up to date regarding the recruitment process and given the possibility to contact each of the employees that will be providing their services in order to check their language proficiency or qualifications as well as providing additional training in case of necessity or preference.
Once 90% of the readiness check-list have been completed, service provision begins. The client starts receiving reports regarding the agreed-upon KPIs and we begin to monitor service provision in order to ensure that all the quality standards and KPIs are fully complied with
Get in touch with us or visit our Alfa Solutions section to find out more about our tailor made services.