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GlobalForum
Keith Fiveson, Co-Chairs the 1st Global ContactForum
Achieving ROI for Pr...
Achieving ROI with EQ: Managing the Call Center with Emotional Intelligence, For Profit  http://tinyurl.com/ylm9x6h
EQ at American Expre...
An American Express star performer study looked at sales reps across 3 call centers (Ft. Lauderdale, Greensboro, and Phoenix). Those who scored well o...
Social Media and You...
The New Frontier, Your Call Center as a Social Media Outpost by Keith Fiveson, CEO/President ITESA If you are li...
EQ-I
 "…nearly 70% of the leaders who were ranked highly in emotional intelligence were also among the most highly skilled decision makers."...

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Sourcing Process

Outsourcing, or in-sourcing, requires good governance.  We focus the project management office, a PMO, to manage the ongoing satisfaction and productivity of the operation, after the decision to source is made.  This is the most successful way for sourcing relationship to be strategic.  Using tools and methodologies, we drive the benefits of cost reduction, maintaining the values and goals  established early on.  Our People Convergence Consultants have worked on client engagements to evaluate partnerships, joint ventures, build operations, buy them, lease or transfer operations in India, Philippines, China, Latin America and the EMEA region. 

Outlined below is our methodology:

 

 

We work clients to build a strategic focused plan. We look for clear objectives to shape and measure specific evaluation criteria and then work through the entire process.