To provide clients with the best possible service, business processes outsourcing bpo must run smoothly, without dead ends. We solved this problem by developing an algorithm that allows us to install it on streamlined rails in 9 steps:

Step 1. Determination of KPI standards to strive for; Step 2. Form a group for implementation into the client’s organization; Step 3. Distribute tasks among its participants; Step 4. Develop training programs for new members; Step 5. Search and recruit agents; Step 6. Train new managers; Step 7. Test the company's activities and agents' contributions; Step 8. Analytical data collection for timely process adjustments; Step 9. Smoothen the progress of the project towards the assigned goals.

Much attention is paid to staff training. Our trainers have sufficient experience and qualifications to operate freely in the following areas:

• Creating competent training programs based on materials provided by the customer;
• Organizing Soft Skills training – skills that are not directly related to professional skills but contribute to establishing contact with -employees and clients, establishing empathy, and accurately handling objections;
• Preparing various types of training materials for online workshops;
• Developing and maintaining the company's Knowledge Base, which stores manuals and answers to all kinds of questions about its work.

Depending on the specifics of the order and the client’s wishes, we provide:

• Introductory training;
• Training to update and consolidate existing knowledge and skills;
• Remote learning;
• Opportunities for self-education with access to the knowledge base;
• Highly specialized training on the company's products and services.

It is worth noting that our teachers are native English speakers, but if necessary, like any serious business process outsourcing company, we organize trainings in other languages.

We work tirelessly to improve operational efficiency, defining KPIs and quality standards to strive for every moment before starting a project.

In addition, we have defined for ourselves the so-called cycle of excellence, which includes:

• Search for weak points and problem areas;
• Analyze the causes leading to their occurrence;
• Search for solutions and their implementation;
• Evaluate the results with conclusions about the effectiveness of the actions taken.

Our agency's work as a bpo company is based on a set of solid principles.

Following the rules of ethics in work matters:

• Continuous self-improvement;
• Increase employee interest and involvement in processes;
• Set motivational goals;
• Focus on customers.

Focusing on personnel performance management:

• Cooperate with the best team lead agencies;
• Detailed activity planning;
• Build the company's Knowledge Base;
• Develop a system of bonuses and incentives.

Tracking progress and monitoring results:

• Select challenging but achievable goals;
• Manage everything that can be regarded as information;
• Create an objective system to evaluate results;
• Prepare action algorithms in case of deviation from the goal;
• Clear description of the main operational processes.

We rely on analytics to help us control and shape the future of our clients' companies. Our system is based on three principles:

• Customer satisfaction with the results of cooperation;
• Achieving savings through total cost of ownership;
• Efficiency of the tools used.

We base our incoming service statistics on 6 indicators:

• CSI – Customer satisfaction level;
• SL – Service level;
• FCR – Efficiency in resolving conflict situations;
• UR – Utilization rate;
• CPH – Number of requests made within an hour;
• AHT – Time period spent on processing.

To get a clear picture of what is happening, we included hourly, daily and weekly reporting in business analytics, supplemented by forecasts for further development.

How do we manage to achieve high quality service:

• We clearly describe each of the quality assurance processes;
• We carefully analyze the results of checks for supervisors, coaches and managers leading the project;
• We provide feedback to agents to help them identify areas that need improvement;
• We organize trainings based on analytical data;
• We strive to find the style of communication that best suits what is accepted in the customer’s company.

Our quality improvement cycle works as follows.

We consider omnichannel to be one of the key factors in our success, expressed in a wide range of channels through which customers can contact us. These include social networks, all major instant messengers, telephone, chats, e-mail, and bots. The customer is free to choose any option convenient for him, and we, for our part, will provide him with an employee who is able to communicate in the language used by the customer. It is extremely convenient and profitable!

We make sure that clients who entrust their business processes outsourcing bpo to our agency achieve their growth goals, solve operational problems and reduce risks along the way. That's why we continually invest in technology and provide comprehensive and thorough training to our employees. Security is our top priority, as evidenced by our compliance with PCI DSS, ISO 27001 and ISO 27701 (GDPR).

All of the above allowed Againagain.agency to confidently take its place in the bpo industry, having acquired a long list of victories and satisfied clients. Naturally, we are not going to stop there and are constantly striving for growth.