Expertise

Sample engagements:

Govt. /Trade Bodies

Project 1: Advisor to Kerala State Government of India

Senior Advisor to the US-based Indian Foreign Investment Agency (IFIA), bringing more than 50 CEOs into India, with specific focus on the Kerala Business Process Outsourcing (BPO). As the Senior Advisor for the project, the IFIA team also brought investors to Mumbai, New Delhi and Kochi as the key metro areas.  During its FDI-injection mission to India in 2000, bringing CEOs from 60 companies and over $50 million in investments, the attention of IFIA had primarily been on Mumbai, Hyderabad and Bangalore.


Project 2: Advisor to USAID in Peru, for NGO

Senior Advisor to the USAID project for inward development of APROPO Health Services Agency, serving the “at risk” population of Peru.  As Senior Advisor the project scope included on-site assessment,    go-to-market evaluations, workshops and funding efforts from major non-profit institutions in the USA.
Private Sector Firms

United States

Project 1: Diagnostic Analysis for Radiology Contact Centers

Researched and analyzed people competence, work flow, and processes for contact center with 35% abandonment rate and 20% attrition rate. Using telephone output data, determined peak hours, and identified root causes for these issues. Using focus group interviews, determined process issues and determined a gap in training and performance evaluation. Designed and supported implementation of new workflow to streamline incoming faxes necessary to complete contact, and immediately decreased abandonment rate to 2%. Using job task analysis, determined competencies and with human resources, had individuals re-post for jobs, as well as opened up jobs to external candidates. Within one month, new teams were hired, and organized around call types and call flow. Work with tele-communications team in Hartford, CT to use skills based routing software already available to support new routing of calls based on expertise.  Learning objectives created for each team member and subsequent small group training and one-on-one coaching to improve number of individuals taking multiple type calls.

Project 2: Training Design and Implementation

Consulted with multi-national CBT Company with clean design slate and offered expertise in skills and strategies required to manage customer calls. Supported content development for simulation based learning, and created training design to support 4 types of adult learning styles, and then owned project implementation for first two years of roll out. Trained other consultants in NC, CA, IL, TX, FL as new resources as company grew.  Newly engaged to support new product development, and subsequently provided content and design support, and created classroom combined simulation learning for these products. Owned implementation and roll out to 25 national and 2 international clients.

Project 3: Benchmark Analysis for Growing Catalog Business

Made recommendations based on benchmark data for catalog business to support their purchase of new telephone and recording system, as well as conducted complete human resources analysis of their selection, hiring, training, performance evaluation, and salary levels for agents for their growing call center in Michigan. Created competency model, behavioral interview format, training materials, train the trainer sessions and subsequent coaching sessions to support implementation, along with a quality monitoring form and process to support performance management. Facilitated goals sessions with senior management for two consecutive years, along with ongoing benchmarking and notation of progress and gaps.

Project 4: Competency Model for Pharmaceutical Company

Using focus groups, job task analysis, and benchmark data, created competency model for supervisors and agents in call center in Bristol, CT. These were used for three purposes:  selection and hiring, baseline for training objectives and performance/quality management.  For current employees, the competency model was used for job development and career management as well as performance bonuses.

Project 5: Human Resource Staff Requirements for Growing Call Center

An herbal catalog company based in Marina del Ray, CA anticipated 200% growth over 5 years. The current call center had 12 employees, however, they needed to streamline and standardize operating procedures. Did a gap analysis and compared to benchmark data, identifying gaps and strengths. Based on gaps, put together an implementation plan for organizational design, job descriptions, selection, hiring, orientation and training plan, system for coaching, development,  and performance management. On site for three months to implement new organization, support hiring of a Call Center Director and Team Leaders, along with new agents. While on site, supported implementation of new orientation, training program, coaching modeling, and evaluation, with hand-off to new Director, with on-going follow up and coaching for one year to successful growth and strategic plan going forward.

Project 6: Strategic Assessment and Organization Direction for US/Mexico based Contact Center:

Advised large contact center, located in US and Mexico, on strategic direction and development of sales, marketing and operations, based on assessment, market data, and planning and vision workshops.  Set up a balanced scorecard methodology to outline strategic initiatives that would impact the growth and revenue of the firm’s performance and ability to capture new clients.  Modified the proposal structure of the firm and outlined plans with the CEO to change the reporting structure to be more effective.  Vision workshops and implementation plans aligned the organization and have impacted growth by 200% over the past two years.

Project 7: Benchmark Assessment and Assessment for large US based Credit Union:

Advised the largest credit union in the US on how to optimize and better manage their contact center operations, looking at technology, call control, staffing and other areas of the operation, as well as offshore options.  Helped the firm confirm their strategic direction and development of operation, with on-site evaluations.
Project 8: Market-Entry Strategy and Business Development for Software Training Company:

Advised a Computer Based Training (CBT) software company in the USA develop business strategy, go-to-market channel relationships, facilitate contracts, sales presentations and expand into global marketplace.  Helped this firm win new business in India with a major financial services business, and grow market-share in US.

Project 8: Telecom Research and Support for Contact Center Outsourcer:

Research support and business development for a US based contact center outsourcer to manage and support a large telecom corporation and their research consultants.  Ongoing research for telecom spends, usage and management of products.  Product requires upwards of 5000 survey interviews per quarter and is using quant survey tools like SPSS to manage, manipulate and report on the results of the data collection.

Project 9: Benchmark Analysis for Large Media/Cable Operator:

Advised large cable operator on performance and productivity enhancements that could be made, after conducting a benchmark analysis and performance enhancement project at their contact center in Buffalo, NY.   Engagement required in depth review of financials, costs per call and an assessment of opportunities for improvement.

Guatemala

Project 10: Market-Entry Strategy and Business Development for Leading Spanish BPO Firm:

Advising the leading Call Center/BPO firm in Guatemala (subsidiary of a large Spanish BPO firm) on developing a US Market entry strategy. Helped them position as a near shore option for bi-lingual (English/Spanish) outsourcing initiatives. Arranged Trade show and Conference visits and introduced to Analysts, Media, Influencers and Decision-makers from target firms. Assisted them with high-level business development and setting up a US sales front-end through external Sales consultants. Helped win anchor clients such as a leading Telecom and a Healthcare Insurance firm.

Egypt

Project 11: Business Model Development for Leading IT Firm In The Region:

Advised leading IT Services firm in Egypt to adapt a hosted model to attract Call Center/BPO investment in Egypt. Organized site visits and introductions from large Contact Center players in the USA and UK to review investment model. Provided advise on marketing collateral, pre-sales, sales process and proposals.  Work efforts helped lay the foundation for a recent 900 seat opportunity signed with a US based contact center outsourcer expanding to the region.

India

Project 12: Market-Entry Strategy And Business Development for Startup KPO Firm:

Advised a leading Management Consulting firm on spinning out a Research and Analytics Outsourcing (KPO) firm. Developed service offerings, sales strategy and market positioning as a high-end KPO partner for Consulting, Research and Financial services firms. Currently assisting them with high-level business development and setting up a US sales front-end through external Sales consultants. Helped win anchor clients such as a Financial services and a large Research and Consulting firm.

Project 13: Market-Entry Training and Development for Call Center College of Excellence:

Advised a large BPO/Contact center firm on capturing new clients, sales process and proposal development to address new clients. Firm focuses on financial transactions, accounting reconciliation and travel and healthcare sector. Organized C-Level seminars in New York, and identify high-level business development opportunities, setting up a US sales front-end through external Sales consultants.

Project 14: Market-Entry Strategy and Business Development for Software Training Company:

Developed strategy, relationships and provided training support for Call Center School of Excellence, creating the first global Call Center Training school in Mumbai India in 2002.

Philippines

Project 16: Market-Entry Strategy and Business Development for Philippine Based Technology Company offering Build to Suit Hosted Services to Call Center:

Advising a Systems Integration (SI) firm in the Philippines on Hosting Contact Centers in owned, operated and leased facilities.  Helping them with growing market-share in US. Developed their global strategy over and business development strategy for US sales, which is front-ended through external Sales consultants. Over the past 2 years, since the project started, they have grown from zero to three thousand seats.

Project 17: Market-Entry / Acquisition Strategy Leading Philippine Contact Center Firm:

Advised a Philippine based Call Center/BPO firm on acquisition strategies to purchase a leading Guatemala based service provider.  Due diligence efforts targeted a number of firms.  Assisted them with high-level financial, book evaluations and managed ongoing communications during the merger/acquisition discussions.  Ultimately the Philippine based company was bought by another US global BPO operation.

UAE

Project 18: Call Center Set-up for UAE based Telecom Firm:

Developed UAE based Telecom firm call center support infrastructure to handle new wireless “sub continent” subscribers.  Outlined the approach to support customer service facilities, technology, telecom and staffing requirements for multiple languages to support India, Bengalese, Urdu and Arabic. Developed logic trees and call flows for technology platform to support call routing services for the call center.