Project Success Framework
Our ‘Project Success Framework’ is built on the following seven key areas:
Recruitment:
Every Agent on every client project we have ever undertaken has undergone a full, rigorous recruitment process prior to a job offer being made. Our ‘sister’ company, Evolving Recruitment is an innovative full-service, HR company which has full responsibility for the recruitment of all Agents for Evolving Contact. We give clients the opportunity to sign-off on ‘their’ Agents by way of telephone interview.
Training:
While the recruitment phase is ongoing, our training team will be working with the client to develop a comprehensive training programme which all Agents need to complete prior to receiving final sign-off and being permitted to ‘go-live’ on the project. Depending on the complexity of the project and/or the client’s requirements, Agents will receive between 3 days and 2 weeks of rigorous training prior to the project commencing.
People:
With Evolving, you are always dealing with a blend of people. We are an Irish-owned company. The executive management team comprises both Irish & Polish people. Our Programme Managers (i.e. the person ‘running’ your project and the person with whom you are in daily contact) are a mix of Polish, Irish & UK. Our Agents are a mix of Polish & UK. Senior people in our team have joined us from the likes of Accenture & Gap Gemini (two global leaders in the outsourcing industry) and Carphone Warehouse (renowned for the quality of its Call Centres) as well as several leading Recruitment, Training and Contact Centre companies. Our Recruitment partner’s expertise and local knowledge allow us to recruit the very best people for your campaign.
Quality Assurance (QA):
Every project has a dedicated person handling QA. One of the lessons we have learned is that it always pays us to have someone specifically handling the QA aspects of a project. Many providers will bring in a QA resource only in accordance with the project SLAs (service level agreements). We do it as a matter of form.
Technology:
Evolving uses best-of-breed technology from a leading provider of hosted customer contact solutions. This is the ‘next generation’ of contact centre technology delivering unprecedented levels of functionality, ease-of-use, visibility, reporting and security. Our technology affords clients the opportunity to remotely listen-in on Agent calls - effectively rendering geographic location meaningless. Our reporting tools allow for reports to be created - in any format a client desires – using up-to-the-minute project data.
Client Relationship Building:
Keeping in touch with our clients and building and developing client relationships is a huge part of what we do. We do not believe in sending a member of the senior executive team to a sales pitch and the client never again seeing this person. Clients have expressed how pleasantly surprised they have been by the level of personal attention and ‘hand-holding’ they receive at Evolving. We truly believe in the partnership-based nature of successful outsourcing projects.
Poland Inc:
We deliver services from our two contact centres in Poland. Poland is the ideal nearshore location for UK, Irish & Western European companies since it is only a short flight from anywhere in Europe, only one hour ahead of UK time, there is an abundance of highly qualified, extremely enthusiastic workers and English is commonly spoken. Krakow – where one of our centres is located – was last year ranked by a leading industry think-tank as the leading emerging outsourcing location in Europe. By providing our services from Poland we provide our clients with significant cost savings not only against the cost of conducting the activity in-house but also against the cost of UK-based or Ireland-based contact centres.
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