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Application development
Inactu can perform application development and customization for your call center integration and software development projects.  This includes; design, development, quality assurance, deployment and project management.
Knowledge management
We provide a host of services around making your call center more productive by developing, maintaining and using in-house and third party knowledge.  This includes; knowledge creation, life-cycle maintenance and delivery to agents and end-users.
Offshore outsourcing
Our company provides assistance with a variety of components that comprise the life cycle of an outsourcing project, including:  analysis, design, implementation, transition and management.
Featured offshore location
Cape Town South AfricaConsider South Africa as an offshore location for your customer care program.
Outsourcing

Services | Consulting | Outsourcing | Development | Knowledge Management

We will help you with all aspects of your outsourcing program by providing valuable consulting services, including:

Inactu can assist you with all aspects of this process for technical support, customer service, helpdesk, etc. programs. We can also help with implementing and managing programs in the US, Canada, Latin America, Asia (including India, Philippines, China, etc) as well as in EMEA (including South Africa).

Click here to see why companies outsource.

Analysis

The Analysis phase is the preparation stage where we undertake an audit of your business which allows you to gain a better understanding of the program objectives, obstacles and opportunities.

  • Business
  • Call center
  • Call flow and operations
  • Business process analysis
  • IT and systems discovery and analysis
  • Outsourcing feasibility study

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Design

The Design phase is the planning stage allowing you to take the program out to bid through contract.

  • Planning
  • Budget
  • ROI calculation
  • RFI / RFP
  • Statement of work
  • Contract
  • Strategic plan
  • Vendor evaluation and selection
  • RFP solicitation
  • Contract negotiation
  • Due diligence

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Implement

The Implementation phase is the execution of the outsourcing program until such time the program has reached a steady state with the chosen outsourcing vendor.

  • Project & implementation management
  • Knowledge transfer
  • Technology transfer
  • Agent screening, selection & hiring
  • Training development
  • Training
  • Report & KPI development
  • Quality assurance
  • Customer satisfaction
  • Management metrics & reporting

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Transition

Once the program has been successfully implemented, the day-to-day responsibilities for the program can be Transitioned back to you.

  • Management
  • Metrics & reporting
  • Review

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Manage

Inactu can also take responsibility for Managing the program on your behalf and acting as your agent with the vendor.

  • Project management
  • Implementation management
  • Account management
  • Program management
  • Vendor management
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