BPO Client Assessment

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Client Initial Assessment Form

To better understand your company’s needs please take some time to complete this preliminary questionnaire.
Feel free to reach to us with questions you might have regarding this form.

1. Program Information
Full name of the company.*
Name, title and contact information for the POC (Point of Contact) for this program*
Email Address*
What are the intended, specific hours of operations/shifts/days?*
Is the program inbound, outbound, or both?*
What is the service(s) type(s) that you are interested in outsourcing?*
(sales, back office support, customer service, tech support, other) - If other, please specify
2. Technology, Security and Telephony Information
What is the name of the platform currently being used to complete the intended task(s)?*
What is the name of the phone system utilized for this program, and are there DIDs assigned?*
What is the program's bandwidth requirement?*
What type of compliance certifications are required? (PCI, SOC, HIPPA)*
If so, list the certifications
Are there any formal audits that are part of the program which Akorbi BPO will be required to support?*
3. Workforce Management Information
Which languages are essential to support the program? Are bilingual or trilingual agents specifically required?*
Please list all the languages that apply
How long is the initial training and will there be recurring training requirements?
Please provide a training plan (optional).
Please provide an agent profile.
Please upload an agent profile (optional).
How many agents will the program require?*
How many employees are currently assigned to support the program in management, supervision, training and quality?*
4. Operations Requirements
Is there a formal escalation process in place?*
Does the program currently have SOP (standard operating procedures) per service and function that Akorbi BPO will support?*
If so, attach all applicable (optional).
List the metrics currently required for the program: (KPI, SLA)*
What is the expected go live date?*
Date Format: MM slash DD slash YYYY
Name
This field is for validation purposes and should be left unchanged.

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BPO Client Assessment

Client Initial Assessment Form

1. Program Information

2. Technology, Security and Telephony Information

3. Workforce Management Information

4. Operations Requirements

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