The Process

The Oncall implementation and success model for our clients and partners

Listen

We’re going to take an active interest in whats working for our clients, whats not working and where you want to go with your customer support program. We’ll show you how we do things and ask you to do the same. Understanding your organizational model, business process and company goals helps us focus us for our next step.

Design

After listening, its now time for us to put our collective expertise to task and design a plan of action based on your challenges and overall needs. We’ll take into consideration your tools, your effort and your budget.

Create

Once we know why we’re here, where we’re going and how we might get that, its now time to put together the plan of action. All of our team departments will get together to decide the tools, the technology and the talent necessary to make the program successful.

Train

Now that we have it all together, its time to apply our methods to your team. Whether you’re using a dedicated workforce, a blended team or a hybrid, we’ll train knowledge, content and applications in a setting effective for agent learning.

Test

Now that we’r ready for launch, we’re going to test end to end together to make sure that you feel that we’re all collectively ready to launch your program through practice contacts, quizzing, interactive learning and refinement.

The Launch of Your Program

Once we’re all in accord that it is ready to go, we’ll set a date for the launch of your success program and utilize other tools and programs such as:

Quality Assurance

In our quality assurance programs, we’ll continue to strive for excellence while maintaining program quality and integrity.

Workforce Management & Scheduling

Our workforce team will ensure that your agents are scheduled properly and resource is available when you need it most.

Resource Management

We have a team of specialists constantly watching contacts in our system, schedule and task adherence and making sure that we never miss a thing.

Account Management

You’ll always have a point of contact to reach out to discuss issues and provide feedback.

Ongoing Client Satisfaction

We’ll also continue to have alignment meetings, meet with you to discuss program success, optimization and goal coordination.

At Oncall, your success is our success.

Building the Future of Your Support – Together

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A Plan of Action and Change

A six step implementation process that focuses on learning about you through learning, development, training and careful roll out.

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Targeted Training

We will develop content, and a quality training program on your product, service or brand.

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Quality Assurance

Once on board, we’ll continue to strive for excellence while maintaining program quality and integrity.

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Workforce Scheduling

Our workforce team ensures that agents are scheduled properly and resource is available when you need it most.

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Resource Management

We have a team of specialists constantly watching contacts in our system, making sure that we never miss a thing.

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Account Management

You’ll always have a point of contact to reach out to discuss issues and provide feedback.

Tax ID:721-723-578