We deploy the best business development representatives, managers, and technical staff in the business, but in order for them to work efficiently together, and for Cerida to work effectively with your organization, we need to adhere to well-thought-out ways of doing things, from implementation through service delivery and beyond.
Implementation To get your program up and running quickly and effectively (2-4 weeks is our goal), we use a well-thought-out three-phase implementation process that covers all the bases and ensures that each step will happen in a timely manner:
Phase 1 - Validation
Define partnership model and prioritize issues
Establish escalation process
Confirm timeline and staffing needs
Determine optimum feedback loops
Confirm client and Cerida training agendas, methodology, and schedule
Phase 2 - Execution
Recruit and hire (or assign) high-quality personnel for engagement team
Train new hires in sales methodology and Cerida process and technology
Test and certify new hires to ensure they meet Cerida’s high standards
Develop client-specific technologies and processes
Train certified team members in client products and services, culture, processes, and technology
Test all deliverables and conduct final test under client observation
Phase 3 - Production
Analyze data for business intelligence
Deliver customized reports and ongoing feedback on progress of program
Reporting To keep you continually in the loop about our activities and about the success of our programs, we offer a variety of reports that help you measure results and evaluate our engagement. These reports include, but go far beyond, the typical metrics reported by call centers – call connects, average talk time, average answer time, and so on – providing actionable business intelligence. Cerida’s reports include:
Standard reports that are based on the objectives and goals of each of our standard programs and can be adapted to suit the information and frequency-of-delivery requirements of your program.
Custom reports that are developed when you have information and frequency-of-delivery requirements that cannot be satisfied by adapting our standard reports.
Quarterly reports that are delivered every three months to your senior management to summarize and evaluate our engagement for that period and to ensure that our goals and objectives are mapped to your evolving needs.
Yearly reports that are delivered on the anniversary of your engagement with Cerida, and summarize the year’s activity to help you prepare next year’s revenue goals, budgeting process, and success metrics while suggesting ways to adapt the program in place, or anticipating a program to carry the work further.