YOUR BUSINESS CONTROLS
- Business strategy & policy
- Product / pricing decisions
- Technical / financial resolutions
- Approvals outside delegated authority
OPERATING MODEL 03
Managed Outsourcing / BPO
Outsource the operation — not just the people.
HEAR.ON takes responsibility for the agreed customer-service operation around people, process, quality, reporting and the operating tools required by scope.
THE MODEL
What this model means.
Managed BPO moves beyond supplying agents. HEAR.ON designs and runs the agreed operating layer, manages workforce and quality, coordinates reporting and continuous operational follow-up, while the client retains the business decisions that should remain internal.
OWNERSHIP SPLIT
Clear responsibility from the start.
HEAR.ON MANAGES
- Recruitment & workforce operations
- Operating workflows & escalation
- Training, QA & coaching
- Reporting & performance management
HOW IT WORKS
Design it. Launch it. Run it. Improve it.
DESIGN
Define scope, channels, workflows, authority and service expectations.
LAUNCH
Recruit or allocate resources, train, configure tools and test the operation.
OPERATE
Run the agreed service with supervision, QA, escalation and reporting.
IMPROVE
Review performance, recurring issues and operational opportunities with the client.
COMMERCIAL STRUCTURE
Pricing follows the way the operation is designed.
Commercial structure reflects the scale and ownership of the operation: workforce size, management layers, hours, channels, technology, complexity, QA and reporting requirements.
Workforce scaleManagement layersChannelsTechnologyQA scopeReporting depth
HEAR.ON
Talk to HEAR.ON →