{"id":473,"date":"2024-11-24T18:01:28","date_gmt":"2024-11-24T17:01:28","guid":{"rendered":"https:\/\/oswego.eu\/?page_id=473"},"modified":"2024-11-29T13:01:50","modified_gmt":"2024-11-29T12:01:50","slug":"use-case-pmo-bpo-telecoms","status":"publish","type":"page","link":"https:\/\/oswego.eu\/en\/use-case-pmo-bpo-telecoms\/","title":{"rendered":"Use case : PMO BPO T\u00e9l\u00e9coms"},"content":{"rendered":"
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OPTIMISER LES OPERATIONS ET RENFORCER LA GOUVERNANCE<\/h2>\n\n\n\n

Comment OswegO a structur\u00e9 et pilot\u00e9 la transformation pour am\u00e9liorer la performance et aligner les processus aux les meilleures pratiques du secteur BPO ?<\/h1>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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QUEL EST LE ROLE DE LA MODELISATION DES PROCESSUS DANS L’AMELIORATION CONTINUE ?<\/p>\n\n\n\n

OswegO a align\u00e9 50 processus sur les meilleures pratiques de la fili\u00e8re de l’exp\u00e9rience client et support\u00e9 le renforcement gouvernance renforc\u00e9e pour am\u00e9liorer signification l’exp\u00e9rience globale.<\/p>\n<\/blockquote>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Quelle optimisation des processus mettre en oeuvre pour am\u00e9liorer le taux de satisfaction client ?<\/h2>\n<\/div>\n\n\n\n
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Contexte<\/h3>\n\n\n\n

Un groupe diversifi\u00e9, actif notamment dans les activit\u00e9s de centre de contacts et backoffice, souhaitait renforcer la gouvernance interne de sa filiale sp\u00e9cialis\u00e9e dans le BPO. Face \u00e0 des d\u00e9fis op\u00e9rationnels complexes, l\u2019entreprise a sollicit\u00e9 OswegO pour structurer et piloter un plan de transformation ambitieux. L\u2019objectif \u00e9tait d\u2019am\u00e9liorer les op\u00e9rations tout en alignant les processus internes sur les standards les plus \u00e9lev\u00e9s de l\u2019industrie.<\/p>\n<\/div>\n\n\n\n

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Enjeux<\/h3>\n\n\n\n

Structurer les chantiers cl\u00e9s<\/strong> pour accompagner la transformation des op\u00e9rations.
Mettre en conformit\u00e9 50 processus<\/strong> et t\u00e2ches avec par rapport aux standards les plus \u00e9lev\u00e9s du march\u00e9.
Renforcer la gouvernance pour garantir le respect des d\u00e9lais et l\u2019efficacit\u00e9 des actions<\/strong> entreprises.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Mission d’OswegO PMO<\/h3>\n\n\n\n

OswegO a mobilis\u00e9 un chef de projet exp\u00e9riment\u00e9 pour former et diriger une \u00e9quipe d\u00e9di\u00e9e \u00e0 la transformation. La mission s\u2019est d\u00e9roul\u00e9e en trois \u00e9tapes principales :<\/p>\n\n\n\n


Organisation et suivi des chantiers strat\u00e9giques<\/strong> : mettre en oeuvre les revues hebdomadaires 1-to-1 avec les responsables de chantier et un comit\u00e9 hebdomadaire de suivi d’avancement dans la gestion du projet.
Gouvernance et pilotage op\u00e9rationnel<\/strong> : instaurer un comit\u00e9 de pilotage mensuel afin de monitorer les priorit\u00e9s en assurant la conformit\u00e9 globale.
Mise en conformit\u00e9 et optimisation des processus<\/strong> : analyser et restructurer les 50 processus prioritaires identifi\u00e9s lors de l’audit initial puis impl\u00e9menter les pratiques op\u00e9rationnelles standardis\u00e9s par rapport au secteur BPO.<\/p>\n\n\n\n

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D\u00e9couvrir OswegO PMO<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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Quels r\u00e9sultats r\u00e9alis\u00e9s par la mise en oeuvre de 50 processus optimis\u00e9s et conformes aux attentes client ?<\/h2>\n<\/div>\n\n\n\n
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Respect des d\u00e9lais : Tous les chantiers ont \u00e9t\u00e9 achev\u00e9s dans les temps.<\/p>\n\n\n\n

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Conformit\u00e9 renforc\u00e9e : 50 processus ont \u00e9t\u00e9 align\u00e9s sur les meilleures pratiques de l\u2019industrie.<\/p>\n<\/div>\n\n\n\n

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Am\u00e9lioration de la performance globale : Augmentation de l\u2019efficacit\u00e9 op\u00e9rationnelle de la filiale BPO.<\/p>\n<\/div>\n\n\n\n

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Gouvernance solide : Une structure durable de suivi rigoureux des projets a \u00e9t\u00e9 mise en place, renfor\u00e7ant la collaboration entre les \u00e9quipes.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Pourquoi choisir OswegO la mise en conformit\u00e9 des vos pratiques op\u00e9rationnelles ?<\/h2>\n<\/div>\n\n\n\n
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L\u2019expertise d\u2019OswegO dans la structuration et le pilotage des transformations op\u00e9rationnelles.<\/p>\n\n\n\n

Une capacit\u00e9 \u00e0 allier gouvernance rigoureuse et optimisation des processus pour des r\u00e9sultats concrets et mesurables.<\/p>\n<\/div>\n\n\n\n

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Start now!<\/h3>\n\n\n\n

Contactez nous aujourd\u2019hui en apprendre d’avantage sur nos offres de conseil.<\/p>\n\n\n\n

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\u2198\ufe0e TO MAKE AN APPOINTMENT<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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Livre Blanc<\/h3>\n\n\n\n

T\u00e9l\u00e9charger le guide des user cases d\u2019OswegO pour d\u00e9couvrir des exemples concrets d\u2019optimisation de vos op\u00e9rations.<\/p>\n\n\n\n

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T\u00c9L\u00c9CHARGER LE LIVRE BLANC<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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<\/p>","protected":false},"excerpt":{"rendered":"

L’audit op\u00e9rationnel et \u00e9conomique permet d’optimiser le service client et les centres de contact en identifiant des leviers de performance. En analysant plus de 250 points de contr\u00f4le, cette m\u00e9thodologie offre des recommandations concr\u00e8tes pour am\u00e9liorer la rentabilit\u00e9, r\u00e9duire les co\u00fbts et \u00e9tablir un plan d’action structur\u00e9 et prioris\u00e9.<\/p>","protected":false},"author":257993084,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_crdt_document":"","jetpack_post_was_ever_published":false,"footnotes":""},"class_list":["post-473","page","type-page","status-publish","hentry"],"aioseo_notices":[],"yoast_head":"\nUse case : PMO BPO T\u00e9l\u00e9coms - OswegO<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrir Use case : PMO BPO T\u00e9l\u00e9coms avec OswegO, un cabinet de conseil sp\u00e9cialis\u00e9 dans l'exp\u00e9rience client et le succ\u00e8s des op\u00e9rations.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/oswego.eu\/en\/use-case-pmo-bpo-telecoms\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Use case : PMO BPO T\u00e9l\u00e9coms - 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