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PLAN
Once an in-depth understanding of your needs and objectives the Account Manager will move you into the Planning Phase.
During this phase 10 items must be determined:
- Which functions will be outsourced
- Performance metrics of each function
- Number of FTE's required for team
- Management structure of team
- Employee skill required to perform function
- Level of education required
- Verbal skills required (accent neutralization)
- Experience required
- Certifications required
- Training period required for each function
- Software / technology requirements
- VPN capabilities
- Bandwidth
- Inbound / Outbound calling (long distance)
- Specific software to be utilized
- Any software-specific training requirements
- Timeline of transition
- Cost factors
- Success measurements
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