Many executives and managers think that working with an outsourcing company will be a headache. They realize that outsourcing must be done right to confer benefits, and that the pitfalls of hasty or ill-conceived outsourcing arrangements are considerable. You need to work with a mature company that will make the integration process easy for you and give you maximum managerial control with minimal effort.
Domain Expertise
Our management team has extensive hands-on, domain experience with expertise in best practices, resource planning, process management, training, quality management, operations, IT, and customer service. Our knowledge of your business processes allows us to develop your outsourced solution as efficiently as possible. Customers frequently tell us that we excel in this area.
Dedicated Delivery Center Model
Integreon’s offshore operations are organized into dedicated delivery centers. Each of these centers has its own dedicated staff so you and your team will work with the same people consistently. Your team will build relationships with your dedicated center staff just as if they were your own offshore colleagues. Dedicated delivery centers mirror your IT environment, your security standards, your workflow or processes, and your quality processes. This allows for a high degree of customization and results in high levels of end user satisfaction.
Integration Framework
The proven Integreon Integration Framework is the basis upon which we manage the migration of processes, transfer of knowledge and transition of work to a stable delivery system that achieves pre-agreed service levels. Each phase of integration is designed to minimize the risks inherent in migrating business processes from one location, technology or management structure to another.
Analysis
An Integreon Integration Team of functional specialists (e.g., operations, IT or HR) led by a transition expert (your Account and Implementation Manager) works with you to understand the business needs of relevant stakeholders and studies your current processes and operating environment to identify the processes that really can be viably outsourced. For those processes identified, the Integration Team carries out a detailed analysis of your current process and workflow, performance benchmarks and documentation to develop a custom Outsourcing Plan: what can be outsourced, by when and with what agreed level of service.
Implementation and Training
Following your approval of the Outsourcing Plan, the Integration Team develops a detailed Implementation Plan. This Implementation Plan includes a project timeline proposal, process maps and our recommendations regarding technology, infrastructure and human resources required to make the Outsourcing Plan a reality.
We have learnt the value of investing time in identifying required skills, and then sourcing, testing, interviewing and recruiting to meet those requirements so that when we hire staff, we are not hiring just for the immediate implementation, but for long-term retention. We work closely with you to calibrate and refine the skills assessments so that we are able to recruit staff that better match your needs as your operation scales. We also invest enormously in training. Our carefully designed orientation programs orient new hires to our business practices and core values as well as to an overview of your business. We have year-round training programs for soft skills, including time-management, customer service and conflict resolution. Our training team is culturally diverse, transcends many nationalities and has rich work experience in leading training in various countries. This experience, together with our holistic approach to technical and soft skills training, helps bridge gaps between the Integreon operation and your in-house operation and staff.
Consistent Service Framework
The Integreon Consistent Service Framework supports ongoing continuous improvement to improve delivery beyond the service levels. When the Pilot and Scale-up phases have met their respective service levels, your operation then enters the ongoing management phase where Integreon continuous improvement processes are applied to not only meet these service levels, but to improve on them. We endeavor to become an integral part of your management team.