Improving your contact centre automation
To make a partnership work in the best interest of the client it is necessary to have predefined roles. Avocado55 and VKY Automation work well together by having a good division of work and a partnership built on trust and mutual respect.
Why?
- Reduced cost to serve
- Increase the quality / consistency of service
- Scalability
How?…
The Avocado55/VKY approach is:
Step 1: Understand the business needs / scoping (AV55)
- This would include understanding the client processes
- Where necessary clean up the processes
- Clearly document the processes and size opportunities
- Go through the benefits of automation with the client
Step 2: Introduce VKY / Share Scoping Document / Discuss low-level design (AV55 / VKY)
- Introduce VKY to the client needs
- Review the scoping document and agree design
- Introduce the client to VKY
Step 3: Technical Design (VKY)
- Host a process walkthrough workshop with client
- Produce a draft Solution Design Document (SDD)
- Produce a draft Project Definition Document (PDD), including modelled ROI and proposed commercials
- Confirm relevant RPA technology to be deployed
Step 4: Present Proposed Solution (VKY / AV55)
- Approval of SDD, PDD and RPA technology proposed with AV55
- Share documentation (proposal) with client for approval – suggest we condense into slidedeck and run through with them first before following up with documentation/contract
Step 5: Implementation of Automation (VKY and AV55)
- Project team (client and AV55/VKY established)
- Project plan approved
- Change plan and impact to future operating model
- VKY procure relevant RPA software for client
- Automation built
- Automation UAT
- Automation moved into production
Step 6: Review results / aftercare / continuous improvement (VKY / AV55)
- Hypercare – daily support and monitoring from VKY for c. 4-6 weeks depending on scope and scale
- Handover to client (if agreed model)
- Commence aftercare (if agreed model)
- Monthly Business Reviews to validate ROI, manage client relationship and identify any other areas for further automation
Get in touch with the Avocado55 team to see what we can do for your business.
