Our Methodology
One Team
across the entire process life cycle – from design
through operation and continuous improvement
We are unique because we dedicate a single team to serve
your business. Consisting of business process and systems
experts, our team designs a program for you that incorporates
process and IT productivity improvements. As a result, Salient’s
BPO practice offers a degree of continuity, accountability
& intellectual property protection assurance that is
unmatched in the industry. By assigning the same team to
plan, develop, migrate, operate, and optimize your processes,
we eliminate the troublesome steps that are common in BPO
today. And, because the same team remains there for the
full life cycle of the engagement, we are in a unique position
to employ a truly closed-loop approach that continually
refines and improves the processes that are outsourced.
Process migration speeding time
to benefit
Our goal is to migrate your processes rapidly and seamlessly.
With a carefully designed process life cycle framework,
we consistently apply best practices for mapping your processes
and identifying the key players for every step of the cycle.
Starting with an “as-is” analysis, our BPO team
develops an understanding of your processes across people,
workflows, and technology. We identify key interdependencies,
constraints, enablers, and goals, while constantly looking
for opportunities to consolidate and streamline your processes.
We then deliver clear visual, easy-to-understand process
maps that provide the summary and highly detailed views.
Based on our domain knowledge and analysis of your environment,
we create the new adapted process for onsite/offshore deployment
and use proven tools and practices for ensuring rapid, seamless
offshore transition. We provide trainers immediately after
the adapted design stage to create the intellectual capital,
while the Operations Group creates the delivery team.
Keeping the
Best and Brightest working for you
We are dedicated to building career paths and a corporate
culture that keeps the best and brightest serving you. It
starts with the realization that world class performance
requires a world-class internal culture and work environment.
To build the multifunctional teams that makes your processes
successful, we offer multiple career paths including vertical
domain expertise, IT, Total Quality Management, and governance
specialties.
To motivate our associates to keep raising the bar on their
own performance, we offer a “work and celebrate”
atmosphere backed with continuing education incentives and
recognition for innovation.
Staying Connected
We provide the right infrastructure to deliver. Our BPO
practice uses onsite imaging facilities, globally connected
workflows, and a world-class BPO infrastructure to keep
us connected with your customers and associates.
Total
Quality Management
Our BPO practice weaves Total Quality Management principles
firmly into our culture and the career paths of our practice
leads/ associates. This BPO practice boasts numerous Quality
experts on the team. We are constantly measuring our performance
against global benchmarks and customer centric SLAs. We
design our operations to consistently encourage process
innovations for continuous improvements at reduced costs.
Risk reduction vigilance
We understand that your business cannot tolerate disruption.
We work to spot potential problems ahead of time and our methodology dissects potential reliability
issues during the design process, when they can be nipped
in the bud. We rigorously test project plans across:
Strong governance
& Continuous Improvements
Leveraging the same program management principles that have
made us a leader in customer satisfaction, our governance
approach stresses communications and oversight across executive,
process, and delivery leadership levels. At Salient, governance
blends a strong program management office background with
a culture that values continuous process improvements, commitment
to partnership and collaboration with our clients. We stay
on top of our performance through vigilant, ongoing measurement
and a commitment to anticipate and guard the risks
of our clients.
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