procedure
HOW WE WORK AND SETUP
Handshake
Together with our new partner we negotiate the perfect conditions and general parameters for a successful longterm partnership. We always aim for keeping it simple, efficient and purposeful.
Checklist
Together we define all needed aspects on a deep dive checklist. For example, the number of cases, scalability, reachability, teams, agent skills, languages, tools, software, systems, etc.
Tech Setup
Our technical expert team sets up the overall IT infrastructure, relevant systems, tools , and everything which is required to go online.
Data security is one of our KEY TOPICS. All our servers are highly secured, protected and checked on a daily bases.
Agent Recruiting
The Octopus recruiting team starts screening and selecting potential agents for your individual team. We only hire and choose agents which fit perfectly to your company, product and requirements.
Agent Interview
The pre-selected team members are interviewed by your internal team in a kickoff call to finally approve the agents.
Team Prep
The final team is extensively pre-coached by our experts/ specialists in our Octopus Academy. We cover all relevant topics like pitch, tools, systems, etc.
Team Coaching
The final training takes place together with your own coaches and team members on site. To secure details, information and all relevant data we will invite you for the final training to our Tirana based HQ.
Soft Launch
In the first phase we start working with the team on a small batch and case load in order to secure highest quality, to comprehensively test the systems and to finally screen the agents in "live" mode.
Grand Launch
After the soft launch phase is successfully tested and approved we finally GO LIVE !!!
WHOOP WHOOP WHOOP !!!
Reporting & KPIs
We provide you with an individual, high quality and very detailed reporting based on your desired KPIs and circulate it on daily,
weekly and monthly basis.
Quality Assurance
Our quality assurance department monitors, checks, measures and analysesthe team, cases and KPIs on a daily basis and continuously optimises quality and efficiency.
Lay back with a coffee ;-)
FINISHED - You and your team can just lay back and have a cup of coffee...
We take care of your customers !
ENJOY
