Prior to initiating the service for its clients, Connect Call Center Solutions provides its clients with half-day workshops. These workshops assess the expectations of its customers and enable a planning through envisioning possibilities with "what-if" scenarios. Business processes planning formulated as a result of this assessment enables new models that can come about in the long run to be easily included in the scope of service. Prior to the initiation of Call Center, all tasks and responsibilities and monitoring of business processes can be virtually tested. Connect Call Center Solutions define this approach as a six-step Process Oriented Proactive Planning (POPP methodology).

Design

Determining Strategy and Critical Achievement Factors
In the first stage of the analysis, objectives and strategic goals are determined. In the first workshop carried out by Connect Call Center Solutions consultants, the following points concerning the present or a planned call center are considered:

Strategic Objective
Indicator of the goal
Objective belonging to the indicator
Whether the objective is evaluated or not
Work that has been carried out in order to reach the goal


Process Design and Determining the Roles
This stage of the analysis is the part that is most time consuming yet adds most value. All business processes to be considered by Connect are designed at this stage with the company of experienced process consultants. Roles to be performed throughout the process (which activities will be performed by whom) are defined. Thus even before the starting of the project all parameters concerning who will perform what in what manner and in what time will be determined.

Determining Resource Requirements
Utilizing the right size of work force and supplementary resources at the right time, place and manner is of extreme and indispensable importance in terms of cost and efficiency for the call center. On the basis of all data that have been gathered as a result of work carried out, (such as announcement frequency of the project, number and timing of contacts to be taken, targeted service level) all resource requirements such as required number of agents, technological infrastructure, software integration and training are calculated.

Plan

Planning of Operation
Planning stage is of vital importance in order for the project to be successfully realized. In light of all data belonging to the project and resource requirements, service and requirements will be detailed by holding meetings with the client. Prior to the realization of the project a pilot application (soft-opening) within the framework of customer needs can also be realized.

Implement and Improve

Realization of Operation
At this stage all designed processes are realized. Since together with the planning carried out in the beginning, possible problems that might be encountered in realizing the operation have been resolved in advance, an accurate start can be initiated.

Continuous Development and Improvement
Connect Call Center Solutions positions itself as a solution partner that adds value to the institutions rather than act as a mere supplier. Thus Connect promises continuous development by keeping close track of both technological opportunities and novelties concerning the project. Also, in order for the project to be considered as more effective, faster and more cost effective Connect carries out process improvement and development operations and provides its customers with new ideas in this respect.