Implementation Process of OCS services
CONTRACT
The client decides the OCS services and the number of agents they require. OCS Account Representative provides the Service Agreement and BA Agreement for review, acceptance, and digital signature.
KICK-OFF MEETING
OCS Account representative arranges a virtual conference in which the members of both teams meet each other and schedule a work plan for the different departments regarding the aspects that need to be worked on before the service commences.
PROTOCOLS AND PROCEDURES
With the assistance of the OCS operations team, the client establishes the tasks, procedures, and scripts the agents will follow according to their practice’s protocols. From there, the OCS team develops the account-specific training and documents that will serve as the agent’s daily reference minimizing potential errors.
At the same time, the IT teams decide how best to establish the necessary system and telephony connections. They also create the users and accesses for the staff to perform their tasks as if they were in-house.
AGENT RECRUITMENT
OCS is constantly recruiting and training new agents. Therefore, it is possible to fill the profile that the client requires specifically with experienced people who have proven their excellent performance and reliability during their time as OCitizens. In case new personnel is necessary, the OCS HR & Recruitment team has the expertise and means to fill the positions in a timely manner.
TRAINING
We have plenty of experience and a number of clients, so we know most of the EMRs; however, we always prefer to have the customer train our management team to cover the specific features and ways their staff follows.
By training the management team, the client only has to worry about training once. Onwards OCS trains its agents whenever necessary and monitors their performance constantly to verify that they remain compliant with protocols.
SOFT-LIVE
We call soft-live a period during which connectivity and systems are tested in a real environment, a couple of hours where the agents answer calls and perform their duties normally. IT will make adjustments if necessary. If not, the team can go on “live.”
GO-LIVE
Once we are sure everything is working properly, the team will perform your operations soundly.
Implementation Process of OCS services
CONTRACT
The client decides the OCS services and the number of agents they require. OCS Account Representative provides the Service Agreement and BA Agreement for review, acceptance, and digital signature.
KICK-OFF MEETING
OCS Account representative arranges a virtual conference in which the members of both teams meet each other and schedule a work plan for the different departments regarding the aspects that need to be worked on before the service commences.
PROTOCOLS AND PROCEDURES
With the assistance of the OCS operations team, the client establishes the tasks, procedures, and scripts the agents will follow according to their practice’s protocols. From there, the OCS team develops the account-specific training and documents that will serve as the agent’s daily reference minimizing potential errors.
At the same time, the IT teams decide how best to establish the necessary system and telephony connections. They also create the users and accesses for the staff to perform their tasks as if they were in-house.
AGENT RECRUITMENT
OCS is constantly recruiting and training new agents. Therefore, it is possible to fill the profile that the client requires specifically with experienced people who have proven their excellent performance and reliability during their time as OCitizens. In case new personnel is necessary, the OCS HR & Recruitment team has the expertise and means to fill the positions in a timely manner.
TRAINING
We have plenty of experience and a number of clients, so we know most of the EMRs; however, we always prefer to have the customer train our management team to cover the specific features and ways their staff follows.
By training the management team, the client only has to worry about training once. Onwards OCS trains its agents whenever necessary and monitors their performance constantly to verify that they remain compliant with protocols.
SOFT-LIVE
We call soft-live a period during which connectivity and systems are tested in a real environment, a couple of hours where the agents answer calls and perform their duties normally. IT will make adjustments if necessary. If not, the team can go on “live.”
GO-LIVE
Once we are sure everything is working properly, the team will perform your operations soundly.