Notable achievements
2020
Type of service
Theme
Deliverable
Strategic planning
IT solution
Development of promotion plan
Development of promotion plan
Mid-to-long term plan
HRM survey
Call center industry HRM-related survey
HRM human resource utilization strategy
2019
Type of service
Theme
Deliverable
Development support
Business development
Development design for customer service functions
BPR
FAQ optimization
FAQ data cleansing
Partner selection
Partner selection
RFP
Evaluation report
Evaluation report
Sales support
Pre-sales activity support
Engagement coordination
Strategic review
IT-based claim management
BPR
BPR
Future vision for IT utilization
2018
Type of service
Theme
Deliverable
PMO
Center construction project
WBS
Issue management
Issue management
IT support
CRM requirements summarization
Requirements summary design
IT support
WFM introduction review
Requirements proposal
Strategic planning
Strategy formulation review
SWOT
Market research
Market research
Consulting
Reevaluation of operation partners
Outsourcing strategy proposal
PMO
Operation partner switching
Transition plan
Strategic planning
Driving measures to shift non-voice channel calls
Proposal for measures to reduce transaction
BPR
FAQ optimization
FAQ spec redesign
2017
Type of service
Theme
Deliverable
Strategic planning
Measure evaluation
ROI validation report
Assessment
Call center diagnostics
Improvement measures proposal
Assessment
Partner due-diligence evaluation
Partner evaluation report
CS survey
Customer-effort analysis
CS survey report
Sales support
Enhancement of consulting sales skills
Consulting workshop
BPR
Improvement of operational technology
Advisory
2016
Type of service
Theme
Deliverable
BPR
Improvement of operational technology skills
Advisory
BPR
Outsourcer evaluation
Order specifications
Outsourcing
Partner selection
RFI/RFP
2015
Type of service
Theme
Deliverable
Sales support
Solution planning
Solution summary design specifications
BPR
Improvement of operational technology skills
SOP/SOW
Location selection
New center location
New center set-up plan
Strategic planning
Collaboration partner review
Partnering Report
2014
Type of service
Theme
Deliverable
Outsourcing
Partner selection
RFI/RFP
PMO
Project management
Advisory
Assessment
Call center diagnostics
Improvement measure proposal
2013
Type of service
Theme
Deliverable
Strategic planning
Global deployment of solutions
Execution plan
Sales support
Potential user development
Advisory
Strategic planning
Business plan review
Execution plan
Assessment
Partner evaluation
Status report
Market research
Overseas CRM group survey
Survey report
2012
Type of service
Theme
Deliverable
Strategic planning
New business model review
New business plan
BPR
Operational frame construction
SOP/SOW
Sales support
Development of potential users
Execution plan
Assessment
Call center diagnostics
Improvement measure proposal
PMO
Multi-location deployment
WBS
2012 onwards (excerpt)
