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Processes

Project Management

All our projects are subjected to a meticulous follow-up. To ensure an advanced collaboration, IPG uses a process-oriented approach based upon the PRINCE2® methodology. PRINCE2® is considered to be the standard in terms of project management. It consists of several best practices which have all proven their efficiency.

All our project managers are trained in the use of PRINCE2®; they are certified or about to be certified. At the start of each (new) project, a production manuscript is drawn up in which all internal and customer-related processes are specified. A pre-test takes generally place before the actual project launch. In case of an inbound project for instance, a team of staff members will call in from the outside. At the same time, all the parameters and systems are verified and the correctness of the reporting tools are checked.

To verify all the possible scenarios, a matrix is drawn up during the briefing/training. This matrix allows anticipating the procedures to be implemented in case major problems should occur.

From the start of a project, we check how modifications might affect the project process. Depending on their impact and the time of their occurrence, these modifications will be discussed during the weekly or monthly meetings that will be organized with the customer.
In addition, the project processes (KPI’s, complaints, internal audit results) will be assessed during the monthly project review. Your project will not only be subject to a daily operations and quality check, but will also be followed-up by the Quality Manager and the Project Manager.

ICT management process

Our Business Support Departments (Technology Delivery – Business Intelligence & Planning and Project Management) work according to ITIL®, the reference framework for the setting-up of management processes within an ICT organization.

Quality Assurance

For the set-up of projects, IPG always works in accordance with the COPC-standards. “Customer Operations Performance Centre” or COPC is an internationally applied operating model for contact centres. The model is used world-wide to measure the quality and performance of customer contacts. COPC® is based on the best practices of about 200 renowned contact centres. The model shows that within the services sector, there is a direct relation between quality, service, customer satisfaction and costs. An adequate provision of services provides increased quality and service, and leads to increased customer satisfaction and cost reduction. The quality of our service delivery is constantly managed in consultation with our Quality Manager, who is a COPC® certified coordinator.

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Managed Insourcing Solutions

In the present economical context, Managed Insourcing Solutions are indispensable. This operational model offers the chance to smoothly adjust the course, to offer you as a customer extra flexibility for a favourable price. On top of that, thanks to our solutions, you have access to specific “skill-sets”, advisors and team coaches who are motivated and trained.

MIS contains two different activities:

Contracting

MIS assists people (individually) to reinforce the in-house service of a customer (mainly “Sales”, “Sales support” & Marketing). The team sees to it that your targets are achieved and IPG remains to be the employer. MIS therefore, assumes all the responsibilities and sees to it that the concerned staff member is followed-up and coached meticulously.

 

Outsourcing

MIS takes over the customer contact process partly or completely. For this, it works at your site. It makes use of your software, your offices and so on. Seen IPG’s many years’ experience as largest independent contact center in Belgium, the MIS team gets your team in top-class form in no time. On top of that, MIS is in touch with the newest modifications in the contact center line of business and can therefore quickly anticipate the customer’s need in an ever-changing economical situation.