outsourcing methodology

through outstanding call center performance and service delivery, ONVAIO creates value for our clients everyday.

we deliver results by focusing on key customer success criteria such as revenue per agent, cost per call/sale, average handle time, conversion rates etc. while improving customer satisfaction ratings. the sum total of these metrics is superior service with overall costs-per-solution that can be as little as 45% of the cost of an internal contact center.

call center deployment framework

our process and deployment framework is the combination of industry best practices and years of real world experiences designed to deliver effective and successful contact center solution deployment.

we ensure your success by driving a multi phase set of activities designed for smooth go-live and continuous operations:

outsourcing program design phase
  • understanding your business objectives
  • develop client success indicators (CSI)
  • define key success drivers
  • program design


    • call center on boarding phase
  • on-boarding program management
  • resource planning
  • agent hiring
  • initial targeted training
  • technology initialization


    • call center operations phase
  • operational CSI review
  • forecasting and workforce scheduling
  • performance management
  • quality monitoring
  • business reviews
  • feedback to continuous improvement systems


    • at ONVAIO we believe the key to our clients success are our highly skilled call center outsourcing staff, state of the art offshore, nearshore call center facilities and call center outsourcing technology assets enabled by call center outsourcing methodology, best practices and processes.