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| Process & Migration |
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| Based on our extensive experience with process
outsourcing, iCall has developed two comprehensive migration and client
implementation methodologies. |
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| The iCall Process Migration Methodology (IPMM)
is a systematic process-driven method for extracting complex and
undefined processes within organizations and gearing them for
outsourcing to our processing center. Moreover, this methodology can
serve as a high-level roadmap reflective of any best practices in the
BPO industry. This proven and powerful tool allows iCall to extract
processes from any clients in an organized and systematic manner that
delivers results. |
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The IIP Plan TM is an integrated project implementation plan for
migrating simple and defined processes (i.e. complete mortgage
processing). |
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Depending on the level of process customization, iCall may employ segments
or sub-processes of iCall Process Migration Methodology for process
identification, transition, or preparation for outsourcing |
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| iCall’s Process Migration Methodology |
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| This methodology has four phrases including: |
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iCall’s Process Migration Methodology Framework |
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| Opportunity Identification: |
| During the Opportunity Identification phase, iCall
simply listens and learns. iCall strives to understand Client’s business
objectives, as well as Client’s tangible and intangible goals as they
relate to service delivery. iCall documents this information and
confirms its validity with the client. iCall also sets a time bound
progress update schedule. |
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| Solution Identification: |
| Solution Identification phase is when iCall actually
formulates a customized implementation solution for our clients. iCall
identifies and clearly articulates solution objectives and expectations.
Defining expectations and the criteria for success will enable iCall to
manage client solutions in a manner that facilitates our clients in
achieving their respective goals. |
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| Transition: |
| After understanding client processes; designing
technology infrastructure for the adapted process; base lining and
identifying clients critical to quality parameters, the process is
migrated or implemented by iCall. Typically, this phase begins with the
acquisition of process knowledge, finalization of reporting formats and
culminates with iCall’ thorough and proven industry training programs. |
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| Delivery: |
| The delivery phase is usually composed of two parts: 1)
the pilot and 2) roll out. In this specific instance, the two parts will
be the same but ‘PILOT’ phase is more geared towards customizing the
variables so that the ‘PRODUCTION’ is smooth. There is a phased process
move to iCall. During the pilot, data from weekly result reviews drive
continuous refinement efforts to best meet client objectives. Lastly, a
pilot analysis meeting is followed by ramp up and rollout production
strategies. |
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