Moving low level, time consuming administration tasks offshore to free up staff time and drive down costs.
This case involved both the ‘’capture and transfer’’ of onshore processes, testing the processes on-shore and then transferring them offshore.
The client wanted to free up onshore staff and drive down costs by transferring the administration of his subscription based ‘’wash clubs’’ offshore. The first piece of work was to ‘’capture’’ the process from existing staff and document them using cloud based process mapping software including screen capture videos, templated telephone scripts and email templates.
Once this was done, we then tested the processes onshore to make sure they were properly documented and captured all eventualities before hiring and training offshore staff who then went live, one process at a time.
A detailed audit process was put in place to ensure that processes were being followed and data accuracy rates were at above acceptable standards.
The entire process of capture and transfer took 8 weeks from start to finish and culminated in the entire administration of the ‘’wash club’’ being transferred offshore. Current staff were happier because they no longer had to try and find time to keep up with an ever-growing administration burden and were freed up to concentrate on more revenue generating activities.
The administration of the ‘’wash club’’ was far more timely because offshore staff could concentrate on the tasks at hand.