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Callmax Solutions Onboarding Process

The document outlines a 6 stage client onboarding process for outsourcing with Callmax Solutions: 1. An initial engagement is signed 45 days prior where requirements are gathered. 2. A client profile is created 40 days prior and handed off to the client services team. 3. From days 35-25 the team aligns on timelines and requirements. 4. From days 20-15 a statement of work and service level agreement are drafted and pricing is determined. 5. From days 10-0 the contract is signed and go-live dates are scheduled.

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Martin Jacov De Vera
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277 views1 page

Callmax Solutions Onboarding Process

The document outlines a 6 stage client onboarding process for outsourcing with Callmax Solutions: 1. An initial engagement is signed 45 days prior where requirements are gathered. 2. A client profile is created 40 days prior and handed off to the client services team. 3. From days 35-25 the team aligns on timelines and requirements. 4. From days 20-15 a statement of work and service level agreement are drafted and pricing is determined. 5. From days 10-0 the contract is signed and go-live dates are scheduled.

Uploaded by

Martin Jacov De Vera
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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CLIENT ONBOARDING

PROCESS
Guide to Outsourcing with Callmax Solutions

DAY -45 INITIAL ENGAGEMENT


Initial Engagement with the Client. Memorandum of
Understanding / Letter of Intent is signed.
Onboarding Questionnaire is sent for the Client to
fill out.

ACCOUNT PROFILE
Client Account Profile is created by DAY -40
Sales and Marketing Team.

KICK-OFF CALL
DAY -35 Sales and Marketing Team endorses Client to
Client Services Team. Client Services Team. Client
Services Team gathers the following:
Service Requirement
Staffing Requirement
Hiring Profile
IT Requirement
ALIGNMENT CALL
Client Services Team conducts and alignment call
with client after consulting with Organizational DAY -25
Excellence , Recruitment, and IT for implementation
timelines.

CRAFTING OF SOW &SLA


DAY -20 Upon consultation with the Organizational Excellence
Team , a draft of the Statement Of Work and Service
Level Agreement is sent to the Client by the Client
Services Team and schedules an Alignment Call.

PRICING AND BILLING DAY -15


Client Services Team coordinates with
Organizational Excellence Team for Pricing and
Billing of the Client.
CONTRACT DRAFT
DAY -10 Client Services Team sends Sales and Marketing
Team Client approved SOW, SLA, and Pricing
documents for Contract Drafting.

CONTRACT SIGNED DAY 0


T3 Session is scheduled.
QA Calibration Session is scheduled.
Go Live Day is scheduled.
SERVICE COMMENCEMENT
STAGE 1 Purchases for IT requirements, job offers for
identified  new hires, seat allocation are initiated.

T3 & QUALITY CALIBRATION  STAGE 2


Organizational Excellence and Operations Team
participates with T3 Session with the Client. Quality
metrics and policies are established and documented
with the client.

STAGE 3 REPORTING PROCESS


Upon consultation with the Organizational
Excellence Team, the Client Services Team informs
the Client of the Reporting schedule and rigor.

WORKFORCE MANAGEMENT STAGE 4


Organizational Excellence Team provides Client
Services Team a final work schedule to furnish to
the Client.

STAGE 5 PRODUCT SPECIFIC TRAINING


Wave 1 of PST starts training.

GO LIVE GO LIVE

HAND OFF TO OPERATION


Client Services Team officially hands off all Client STAGE 6
interaction to the Operations Team

WWW.CALLMAXSOLUTIONS.COM

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