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 In
order to fulfill the Call Center goals we at KSI provide you with following services:
KSI Jump Start Services
We realize that getting started is often the hardest part of any software implementation. If the project stalls
or the software sits on a shelf, your enthusiasm can begin to fade.
That's why KSI Corporation offers JumpStart, a packaged service, as a
way to get you off on the right foot, quickly. The JumpStart package includes installation of the CTI product of
your choice; exploring and understanding your business workflow and process; walkthrough and mapping of product
to your processes; and discussion about overall implementation and future migrations and integrations. JumpStart
gets the momentum going so that you can make visible progress that generates enthusiasm for a successful implementation.
Systems Integration Services
KSI Corporation offers systems integration services to support CTI products, as well as broader solutions that
draw from the full range of vendors and available packages. We take responsibility for the successful implementation
of your service delivery systems, and we manage and execute the customization, systems test, and cutover processes.
Our staff has hands-on experience with the leading ACD platforms, dialers,
interactive voice response units, contact management software, and CTI applications programming interfaces. KSI
Corporation also engineers solutions in a wide range of legacy environments and can assist you in developing next-generation
technology architectures that include many forms of customer access such as e-mail, fax, kiosk, voice, and internet.
The various phases of CTI Consultation & Implementation that are covered
are:
Project Management
KSI Corporation provides project management services tailored to meet your organization's needs. Our experienced
project managers provide milestone and task tracking, coordinate progress meetings, provide status reporting to
client management, identify critical problems for resolution, and establish and implement remedial action plans.
KSI Corporation can also assume overall responsibility for identifying, quantifying, describing, and costing the
tasks, milestones, deliverables, resources, and key dependencies required to complete a Project Plan.
Call Center Process Design
KSI Corporation offers call center process design using its proven process mapping techniques. Process mapping
serves as a solid foundation for ongoing change management, particularly for large call center projects. We begin
by conducting research on site at your call center, where we spend time monitoring calls, observing agents at work
with existing computing systems, and evaluating after-call work processes. We document each step, noting relevant
transaction volumes, estimated time to complete, and other key data. Next, we develop a map that we review with
your call center staff to verify our understanding of the process. We replicate these steps for each process being
documented. Once we develop a complete set of process maps, we meet with your call center management to review
our findings.
Technology Selection and Acquisition
KSI Corporation can help your organization evaluate, select, and acquire ACD/PBX, voice processing, dialing technologies,
contact management software, and CTI technologies. We can also help you implement these various technologies, perform
systems tests, and oversee cutover. Our experience and effective working relationships with major technology vendors
allows us to provide you with the most knowledgeable resources in the industry today. KSI Corporation can specify
system requirements; create, distribute and evaluate relevant RFP documents; and assist with vendor selection.
In addition, we prepare product comparisons and requirements, and analyze vendors' future capabilities. We advise
and assist you with vendor negotiations (a process that can translate into substantial cost savings for your organization),
as well as provide contract review and approval and budgetary management of your technology acquisitions.
Operations Review
The Operations Review identifies how the operational foundation of your call center can be improved to generate
more revenue, decrease costs, and improve service levels. We analyze the performance of your call center, looking
closely at agent talk time, training requirements, performance standards, and management information. At the conclusion
of the review, we identify solutions based on best-of-class practices and make recommendations as appropriate for
improved call handling, staffing schedule adjustments, and training needs.
Facilities Design and Layout
KSI Corporation offers in-house expertise in ergonomics and has worked with many clients to improve the design
of their call centers and work groups. KSI Corporation can design and implement a facilities plan for your operation,
including furniture selection and layout for agent/supervisor teams; selection and layout of specific products
to create an ergonomically correct environment; and requirements definition for workstations, power backup, lunch
and break facilities, training facilities, handicapped access, and security.
Call Center Consolidation
Centralizing call center operations into a few well-planned centers can deliver dramatic cost savings and improvements
in service levels. KSI Corporation offers a phased approach to the design, implementation, and operation issues
associated with consolidation. These phases include developing a business case and call handling strategy, creating
a project plan, selecting a site, acquiring technology, establishing the centers, developing operational and disaster
recovery procedures, and performing a post-installation performance audit.
KSI Corporation can help your call center evaluate telecommuting and remote
agent options, as well as assist with implementing the necessary technology. We typically recommend an initial
trial program of three to six months, followed by a larger scale implementation if the trial is judged successful.
We also offer training for organizations management personnel who are considering home agent options.
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