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Call Center
& Customer Relations Consultancy |
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Türk Telekom
Turkey |
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Business Plan
for new Contact Center venture including:
(In cooperation with Peppers & Rogers Group) |
Internal Assessment
Technology Audit
Strategy Development |
Implementation Roadmap
Business Case & Justification |
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Work Force
Management Optimization & Implementation Consultancy |
WF (Work Force) Planning & Management
Capability Development
WFM System Monitoring
WFM System Optimization & Improvement of
Operational productivity by using WFM |
Performance management System Design &
Optimization
KPI Design & Scorecard Implementation |
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Dashboard –
Reporting System Development & Implementation Consultancy
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Operational needs analysis
KPI design for all managerial & operational levels
for reporting system
Define data sources & design data flow and
integration plan |
Development of web services for integration
Dashboard design & implementation
Daily and Monthly updating & publishing |
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Pegasus Airlines
Turkey |
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Call Center Project Planning & Management
Business Model Formation & ROI Planning
Cost Analysis & Alternatives
SWOT Analysis for Outsourcing Models |
Development of Emergency and Continuity Plans
Operational Process Design & Optimization |
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TeknoSA
Turkey |
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Call Center Project Planning & Management
Business Model Formation & ROI Planning
Cost Analysis & Alternatives
SWOT Analysis for Outsourcing Models |
Development of Emergency and Continuity Plans
Operational Process Design & Optimization |
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Doğan Telekom - Birpa
Turkey |
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Technology
Self Service Channels
Knowledgebase Implementation
Skill Based Routing Planning |
Operational Processes
Reporting System Design
Human Resources
Performance Management System Optimization |
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Telkom South
Africa
South Africa |
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Operational &
Customer Experience Excellence at Telkom South Africa
(In cooperation with Peppers
& Rogers Group) |
Call Center Network (26 different Call Centers at
35 locations across South Africa)
Current State Assessment |
Technology Audit
Roadmap Development & Implementation Support
Consolidation Strategy Development |
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OCCO Outsource
Call Center
Romania |
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Strategy & Planning,
Processes,
Technology & Infrastructure |
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Turk.Net
İletişim (Formerly NetOne Telekom)
Turkey |
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Call Center Project Planning & Management
Strategy & Project Management
Technological Requirement Analysis & Solution
Implementation
Development of Human Resources:
Organization & Role and Business Definitions |
Initial Interview, Selection, Hiring
Training & Coaching
Performance Management System Design and
Implementation
Operational Process Design & Optimization
Measurement and Evaluation |
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SunExpress
Airlines
Turkey |
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Call Center Project Planning & Management
Strategy & Project Management
Technological Requirement Analysis & Solution
Implementation
Development of Human Resources:
Organization & Role and Business Definitions |
Initial Interview, Selection, Hiring
Training & Coaching
Performance Management System Design and
Implementation
Operational Process Design & Optimization
Measurement and Evaluation |
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CallPex Outsource Call
Center
Turkey |
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Call Center Project Planning & Management
Strategy & Project Management
Technological Requirement Analysis & Solution
Implementation
Development of Human Resources:
Organization & Role and Business Definitions |
Initial Interview, Selection, Hiring
Training & Coaching
Performance Management System Design and
Implementation
Operational Process Design & Optimization
Measurement and Evaluation |
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Connect Outsource Call
Center
Turkey |
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Technological Requirement Analysis & Solution
Implementations
Business Requirements
Technological Requirements: Functionality,
Measurability, Specifications |
Platform and Architecture: ACD, PBX, IVR, Speech
Verification, CTI, Infrastructure
Platform Comparison, Costs and Options,
Formation of Customized and Applicable
Recommendations |
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Vegatel
Turkey |
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Call Center Project Planning & Management
Strategy & Project Management
Technological Requirement Analysis & Solution
Implementation
Development of Human Resources:
Organization & Role and Business Definitions |
Initial Interview, Selection, Hiring
Training & Coaching
Performance Management System Design and
Implementation
Operational Process Design & Optimization
Measurement and Evaluation |
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Soyak
Turkey |
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Capability Assessment
Process Analysis & Optimization
Performance Management System Design &
Implementation |
Web Chat System process design and
implementation consultancy
Technology and Integration
Reporting System Design and Implementation |
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Yemek Sepeti
Call Center
Turkey |
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Reporting System Design
Process Optimization |
Human Resources
Performance Management System Optimization
Training |
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SGK
(Sosyal Güvenlik Kurumu)
Turkey |
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For Alo 170
Operation: |
Analysis
Strategy & Planning
Human Resources Planning
Performance management System
Operationalş Process Analysis and Design |
Technology & Infrastructure Analysis and
Optimization
Reporting System Design
Call Channels Design
CTI & Desktop Design & Implementation |
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Sushico
Turkey |
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Strategy and Planning
Technology
Human Resources
Training |
Operational Processes |
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Airties
Turkey |
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Technology analysis &
benchmarking to make a decision for Airties Call Center operation. |
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Hillside Beach Club
Turkey |
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Inhouse Call
Center Implemenation from the beginning to operation: |
Strategy and Planning
Technology
Human Resources
Training |
Operational Processes |
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Turn-Key Technology Services |
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CMC
Turkey |
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Interaction Dialer Dış Arama Çözümü Kurulumu
Çağrı Merkezi Teknoloji Danışmanlığı
Dialer Auditing Hizmeti
Müşteri Temsilcisi Arayüzü Uygulama Geliştirme |
Outsourcer Ses Kaydı Teslimat Uygulaması
Web Based Recorder Client
Kalite Yönetimi Uygulaması |
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Vegatel -
Responta
Turkey |
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A’dan Z’ye VOIP Inbound & Outbound Çağrı
Merkezi Kurulumu
Interaction Dialer Dış Arama Çözümü Kurulumu
Çağrı Merkezi Teknoloji Danışmanlığı |
Dialer Auditing Hizmeti
Müşteri Temsilcisi Arayüzü Uygulama Geliştirme
Outsourcer Ses Kaydı Teslimat Uygulaması |
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Speak
Turkey |
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A’dan Z’ye VOIP Inbound & Outbound Çağrı
Merkezi Kurulumu
Interaction Dialer Dış Arama Çözümü Kurulumu
Çağrı Merkezi Teknoloji Danışmanlığı |
Dialer Auditing Hizmeti
Müşteri Temsilcisi Arayüzü Uygulama Geliştirme
IVR uygulama geliştirme
Outsourcer Ses Kaydı Teslimat Uygulaması |
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Callpex
Turkey |
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A’dan Z’ye VOIP Inbound & Outbound Çağrı
Merkezi Kurulumu
Interaction Dialer Dış Arama Çözümü Kurulumu
Çağrı Merkezi Teknoloji Danışmanlığı |
Dialer Auditing Hizmeti
Müşteri Temsilcisi Arayüzü Uygulama Geliştirme
Outsourcer Ses Kaydı Teslimat Uygulaması
IVR uygulama geliştirme |
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ETS Tur
Turkey |
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A’dan Z’ye VOIP Inbound & Outbound Çağrı
Merkezi Kurulumu
Çağrı Merkezi Teknoloji Danışmanlığı
Müşteri Temsilcisi Arayüzü Uygulama Geliştirme |
IVR Uygulama geliştirme
Ses Kayıt
Ofis santrali ile entegrasyon |
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Multinet
Turkey |
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A’dan Z’ye VOIP Inbound & Outbound Çağrı
Merkezi Kurulumu
Ofis santrali ile entegrasyon |
IVR Uygulama Geliştirme
Ses Kayıt
Müşteri Temsilcisi Arayüzü Uygulama Geliştirme |
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Turk.Net
Turkey |
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A’dan Z’ye VOIP Inbound & Outbound Çağrı
Merkezi Kurulumu
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Çağrı Merkezi Teknoloji Danışmanlığı
IVR uygulama geliştirme |
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Hem İletişim
Turkey |
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A’dan Z’ye VOIP Inbound & Outbound Çağrı
Merkezi Kurulumu
Çağrı Merkezi Teknoloji Danışmanlığı |
Dialer Auditing Hizmeti
Agentless Dialer Uygulaması
Müşteri Temsilcisi Arayüzü Uygulama Geliştirme |
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E-Com Consultancy |
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Yalçınlar
Fotoğrafçılık A.Ş.
Turkey |
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For
Yalcinlar.com, Hipfoto.com & Fotoport.com operations
|
Business Plan and Business Case
Operational Processes Design & Optimization
Training
Recruitment |
Technology Analysis & Implementation
Project Management
Reporting System Design |
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Akmen Shoe Industry &
Trade Inc
Turkey |
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For Akmen’s
new e-commerce business |
Strategy Development
Feasibility Analysis
Project Planning |
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Pegasus Airlines
Turkey |
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Strategy Development
Feasibility Assessment
Project Planning |
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