The project consisted in the design and implementation of a call center with 1000 positions to sell internet services.
The project created more than 1,000 jobs (mainly telemarketing) in the city of Cordoba, Argentina.
Factors such as economic conditions, labor availability and quality, cultural similarities, demographic, technology availability and fiscal requirements were analyzed during the selection process of the city were the operation was going to be established.
The first phase of the plan included the installation of 1,000 jobs in Córdoba for tele-marketing activities.
Novatium was in charge of the implementation and deployment phases that lasted aproximately four months. Once operation was stable, control was passed to the Jazzplat management team.
Tasks performed by Novatium
General management of the project in all its phases: consulting, implementation, operation start-up and transfer to Jazzplat operations.
Feasibility analysis and decision matrix (country, province, city, resources), preparation of a detailed work plan for the different components (infrastructure, human resources, etc.), design of the comunicacions and network insfrastrucure and design of the callcenter positions layout.
Cost analysis and budget development for implementation and operation of the call center.
Research and analysis of wage costs for the different profiles
Definition of a detalied org chart required to manage and operate under the required services quality levels.
Recruitment plan design and direction for all staff required.
Design and implementation of a training plans for all different areas.
Design and implementation of a plan to outsource specific activities.
Design of a detailed implementation plan and initial operation including resources and deliverables required at each stage.
Design and implementation of procurement processes necessary to provide the building with all infrastructure elements required to operate. Design and publication of bid documents, supplier negotiation and award for the construction activities (civil, electrical, network, fiber, furniture, IT systems, etc.)
Planning and management of activities for the creation of procedure manuals and reports. Design of the quality plan.
Shared management and knowledge transfer to Jazzplat management team including definition of meetings and reports, working methodology, metrics for managing the efficiency and productivity of the call center, measurement and correction to service levels, staff planning and scheduling, middle management activities and responsabilities, leadership and motivation training.