iConsultech - BPO Services - Network Operations Center

Network Operations Center

iConsultech NOC (Network Operations Centre) has the necessary facilities, equipment, processes and procedures, applications, and qualified staff to relieve the company of any excess network-related and financial burdens of having to invest in a full-fledged NOC infrastructure of its own, and dedicate any extra technical and human resources.

Executive Summary:

Any company that has scaled up its presence to new locations and increased manpower, has to face challenges of managing business objectives such as revenue targets, profitability, service level agreements and Customer Satisfaction Scores. In addition, implementing new features in its network architecture and carry out network health and performance analysis needs to be well planned for IT as well as operational change management while ensuring uninterrupted operational delivery.

Problem Areas:

  •  Large business processes managed across multiple locations face multiple issues
  •  Under performance in service levels, speed of answer, abandonment rates
  •  High costs of managing network performance due to increase in bandwidth requirements
  •  Cost of maintaining NVA resources who are continuously trying to identify root causes impacting the organization's ability to achieve revenue targets, profitability improve customer experience
  •  Soaring operational expenses due to overstaffing in order to buffer revenue leakages and attrition rates

Our Value proposition:

Industry research shows that a typical company of about 5000 employees can get a cost benefit of US$ 9.7 Million to US$ 18.4 Million per annum by outsourcing their Network Operations Management. The saving can vary from 35.8 percent to 50.7 percent of the total IT Infrastructure management cost of US$ 170 Million over a five year period. This saving is accrued due to two reasons:

  •  Reduced in-house IT infrastructure and Workforce Management Staff
  •  Better SLA (Service Level Agreement) deliverables due to
      •  Nature of the contract that can be made
      •  World class methodologies and standardized processes for forecasting, staffing, 24X7 real time monitoring service performance and analytics

Benefits:

iConsultech NOC does not only help reduce bandwidth performance, but also help the client   •  Reduce overall costs of IT Infrastructure through seat utilization
  •  Increase performance of IT infrastructure, Service Delivery and Customer Experience
  •  Optimize utilization of resources, thus reducing time based overheads, operating costs and better ROI
  •  Achieve higher revenues by reducing leakages
  •  Well-defined security practices to ensure auditable safety of customer data
  •  Planning Accuracy with a high level of Predictability
  •  Simulation of Variation Drivers to the Service level Output – Minimizes Wait Time
  •  Optimum Agent Utilization to Achieve Maximum Productivity and Minimum Stress from back-to- back Calls

Capabilities: -

Forecasting Engine: -

  •  Analyzes volumes based on trends
  •  Statistically Validates sample Size
  •  Factors Seasonal Trends and Variation Drivers and Excludes Anomalies/Special Causes
  •  Forecasts Workload and not just Volumes
  •  Ability to Calculate Long Term Forecast and Slice it to Half Hourly/15 Minute Forecast

Staffing and Scheduling: -

  •  Intraday Staffing based on Individual Capacity to Handle Workload.
  •  Workload Calculation Using Erlang C Methodology factoring Service level Agreements and Agent Utilization Rate
  •  Factors all Variation Drivers – New Hire Yield, Attrition Rates, Shrinkages, Lead Time, Bandwidth Capacity and other Contractual Agreements