Methodology
NM Tele Services has developed and refined an effective and robust methodology that replicates the program management approach for the different stages, including the transition process of adapting/migrating a business process. Over the years, we have developed a thorough understanding of the challenges, risks and rewards associated with outsourcing. Our clients have got incredible results from our commitment to partnership and collaboration with them.
Executing each stage against a process life cycle framework, we consistently apply best practices for mapping your processes. It calls for the active involvement of the Marketing Team, Operations Team and Contact Center complemented by significant representation from Support Departments, Administration and IT. We do identify the key players at every step of the cycle.
| Indentification Process |
Marketing Team (us) |
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| Solution Process | Marketing (US) & Operations Team |
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| Transition Process | Markting (US) & Operations Team |
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| Service Delivery Process |
Contact Center |
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| Quality Control Process |
Marketing (us), Operations Team & Contact Center |
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| Invoicing Process | Contact Center |
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Identification Process:
The identification process includes furthering the opportunity development process and proposal request process. Recognizing the importance of hiring the right people, our team adheres to the criteria and profile agreed upon by you for project hiring. Our team liaises with your human resources representatives and approves these profiles prior to recruitment. Typically, the first phase involves the following steps:
- Qualification Process
- Contact Process
- Visitation Process
- Opportunity Development process
- Proposal Request Process
Key participant: Marketing Team (US)
Solution Process:
Our Operations team devotes much time to developing a deep understanding of your process requirements across people, workflows, and technology. We check for key interdependencies, constraints, enablers and explore opportunities that will present solutions, focusing on the need to consolidate and streamline your processes.
On the basis of this scrutiny, we develop clear and easy-to-understand process maps. We seek your approval and then proceed for transition.
- Understanding Client needs
- Conceptualize solutions
- Present Solutions
- Seek approval
- Proceed for transition
Key participants: Marketing Team (US) & Operations Team
Transition Process:
Our transition methodology is rigorous and affords risk mitigation. We aim at efficient transfer of processes without compromising on productivity or quality.
For onsite/offshore deployment of the process, we use domain knowledge, proven tools and practices that ensure rapid, seamless offshore transition. Our proven governance model endures smooth transition of complex and multi-business processes. Comprehensive monitoring, client feedback including status checks, and process re-engineering is part of our effort to track performance consistently. The Operations team also decides on the strategic direction and provides overall relationship governance.
- Transition plan
- Process understanding
- Detailing adapted process
- Verifying design
Key participants: Marketing Team (US) & Operations Team
Service Delivery Process:
With an agile team that excels in service delivery and impressive infrastructure readiness, we cover the entire service delivery process with ease. We employ onsite imaging facilities, globally connected workflows for getting your company connected with your customers and associates. Our service delivery team process involves:
- Set up production
- Stabilize production
- Daily Production Plan
- Control and Review
- Ramp up
Key participants: Contact Center
Quality Control Process:
We rigorously test project plans across technology, infrastructure including workflow performance, site checklist adherence, and operational readiness and knowledge (by testing associates through on-the-job and classroom performance). We measure the effectiveness of transition by using the voice of customer process and customer complaint resolution.
- Voice of Customer
- Customer Complaint resolution
Key participants: Marketing Team (US), Operations Team & Contact Center
Invoicing Process:
We are committed to adding value by helping you realize significant savings and dramatically improving your core process capabilities. The Contact Center carries out the following activities:
- Issue of invoice
- Collection
- Monitoring of outstanding
- Reconciliation of Accounts
Key participant: Contact Center
