{"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\/pt\/use-case-pmo-bpo-telecoms\/","title":{"rendered":"Use case : PMO BPO T\u00e9l\u00e9coms"},"content":{"rendered":"
\n
\n
\n
\"\"<\/span>
\n

OPTIMIZAR AS OPERA\u00c7\u00d5ES E REFOR\u00c7AR A GOVERNA\u00c7\u00c3O<\/h2>\n\n\n\n

Como \u00e9 que a OswegO estruturou e geriu a transforma\u00e7\u00e3o para melhorar o desempenho e alinhar os processos com as melhores pr\u00e1ticas no sector do BPO?<\/h1>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
<\/div>\n\n\n\n
\n
\n
\n
\n

QUE PAPEL DESEMPENHA A MODELA\u00c7\u00c3O DE PROCESSOS NA MELHORIA CONT\u00cdNUA?<\/p>\n\n\n\n

A OswegO alinhou 50 processos com as melhores pr\u00e1ticas no sector da experi\u00eancia do cliente e apoiou o refor\u00e7o da governa\u00e7\u00e3o para melhorar significativamente a experi\u00eancia global.<\/p>\n<\/blockquote>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

<\/div>\n\n\n\n
\n
\n

Como \u00e9 que os processos podem ser optimizados para melhorar a satisfa\u00e7\u00e3o do cliente?<\/h2>\n<\/div>\n\n\n\n
\n
\n

Contexto<\/h3>\n\n\n\n

Um grupo diversificado, ativo sobretudo em actividades de centros de contacto e de backoffice, pretendia refor\u00e7ar a governa\u00e7\u00e3o interna da sua filial especializada em BPO. Confrontada com desafios operacionais complexos, a empresa recorreu \u00e0 OswegO para estruturar e gerir um ambicioso plano de transforma\u00e7\u00e3o. O objetivo era melhorar as opera\u00e7\u00f5es e alinhar os processos internos com os mais elevados padr\u00f5es da ind\u00fastria.<\/p>\n<\/div>\n\n\n\n

\n
\n
\n
\n

Quest\u00f5es<\/h3>\n\n\n\n

Estrutura\u00e7\u00e3o projectos-chave<\/strong> para apoiar a transforma\u00e7\u00e3o das opera\u00e7\u00f5es.
Alinhamento de 50 processos<\/strong> e tarefas com os padr\u00f5es mais elevados do mercado.
Refor\u00e7ar a governa\u00e7\u00e3o para garantir o cumprimento dos prazos e a efic\u00e1cia das ac\u00e7\u00f5es<\/strong> empresas.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\n
\n
\n
\n

Miss\u00e3o do PMO da OswegO<\/h3>\n\n\n\n

A OswegO mobilizou um gestor de projectos experiente para formar e liderar uma equipa dedicada \u00e0 transforma\u00e7\u00e3o. A miss\u00e3o foi levada a cabo em tr\u00eas fases principais:<\/p>\n\n\n\n


Organiza\u00e7\u00e3o e acompanhamento de projectos estrat\u00e9gicos<\/strong> Implementar revis\u00f5es semanais individuais com os gestores dos locais e um comit\u00e9 semanal de acompanhamento do progresso da gest\u00e3o do projeto.
Governa\u00e7\u00e3o e gest\u00e3o operacional<\/strong> Cria\u00e7\u00e3o de um comit\u00e9 diretor mensal para acompanhar as prioridades e assegurar o cumprimento global.
Conformidade e otimiza\u00e7\u00e3o de processos<\/strong> Analisar e reestruturar os 50 processos priorit\u00e1rios identificados durante a auditoria inicial e, em seguida, implementar pr\u00e1ticas operacionais normalizadas para o sector da BPO.<\/p>\n\n\n\n

\n
Descobrir OswegO PMO<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
\n
\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
<\/div>\n\n\n\n
\n
\n

Que resultados foram alcan\u00e7ados com a implementa\u00e7\u00e3o de 50 processos optimizados que satisfazem as expectativas dos clientes?<\/h2>\n<\/div>\n\n\n\n
\n
\n
\"\"<\/figure>\n<\/div>\n\n\n\n
\n
\"\"<\/figure>\n\n\n\n

Cumprimento dos prazos: Todos os projectos foram conclu\u00eddos a tempo.<\/p>\n\n\n\n

\n
\"\"<\/figure>\n\n\n\n

Conformidade melhorada: 50 processos foram alinhados com as melhores pr\u00e1ticas do sector.<\/p>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n\n\n\n

Melhorar o desempenho global: Aumentar a efici\u00eancia operacional da filial BPO.<\/p>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n\n\n\n

Governa\u00e7\u00e3o s\u00f3lida: Foi criada uma estrutura sustent\u00e1vel para um acompanhamento rigoroso do projeto, refor\u00e7ando a colabora\u00e7\u00e3o entre as equipas.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

<\/div>\n\n\n\n
\n
\n

Porqu\u00ea escolher OswegO para tornar as suas pr\u00e1ticas operacionais conformes?<\/h2>\n<\/div>\n\n\n\n
\n
\n

A experi\u00eancia da OswegO na estrutura\u00e7\u00e3o e gest\u00e3o de transforma\u00e7\u00f5es operacionais.<\/p>\n\n\n\n

A capacidade de combinar uma governa\u00e7\u00e3o rigorosa e a otimiza\u00e7\u00e3o de processos para obter resultados concretos e mensur\u00e1veis.<\/p>\n<\/div>\n\n\n\n

\n
\n
\n
\n
\n
\n

Comece agora!<\/h3>\n\n\n\n

Contacte-nos hoje para saber mais sobre os nossos servi\u00e7os de consultoria.<\/p>\n\n\n\n

\n
\u2198\ufe0e PARA MARCAR UMA CONSULTA<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
\n
\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
<\/div>\n\n\n\n
\n
\n
\n
\n
\n

Livro Branco<\/h3>\n\n\n\n

Descarregue o guia de casos de utiliza\u00e7\u00e3o do OswegO para descobrir exemplos concretos de como otimizar as suas opera\u00e7\u00f5es.<\/p>\n\n\n\n

\n
DESCARREGAR O LIVRO BRANCO<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
\n
\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

<\/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\/pt\/use-case-pmo-bpo-telecoms\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Use case : PMO BPO T\u00e9l\u00e9coms - OswegO\" \/>\n<meta property=\"og: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 property=\"og:url\" content=\"https:\/\/oswego.eu\/pt\/use-case-pmo-bpo-telecoms\/\" \/>\n<meta property=\"og:site_name\" content=\"OswegO\" \/>\n<meta property=\"article:modified_time\" content=\"2024-11-29T12:01:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/oswego.eu\/wp-content\/uploads\/2024\/11\/steven-lelham-atsaeoee8nk-unsplash.jpg?w=1024\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Tempo estimado de leitura\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":[\"WebPage\",\"FAQPage\"],\"@id\":\"https:\\\/\\\/oswego.eu\\\/use-case-pmo-bpo-telecoms\\\/\",\"url\":\"https:\\\/\\\/oswego.eu\\\/use-case-pmo-bpo-telecoms\\\/\",\"name\":\"Use case : PMO BPO T\u00e9l\u00e9coms - OswegO\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/use-case-pmo-bpo-telecoms\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/use-case-pmo-bpo-telecoms\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/oswego.eu\\\/wp-content\\\/uploads\\\/2024\\\/11\\\/steven-lelham-atsaeoee8nk-unsplash.jpg?w=1024\",\"datePublished\":\"2024-11-24T17:01:28+00:00\",\"dateModified\":\"2024-11-29T12:01:50+00:00\",\"description\":\"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.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/use-case-pmo-bpo-telecoms\\\/#breadcrumb\"},\"inLanguage\":\"pt-PT\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/oswego.eu\\\/use-case-pmo-bpo-telecoms\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"pt-PT\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/use-case-pmo-bpo-telecoms\\\/#primaryimage\",\"url\":\"https:\\\/\\\/oswego.eu\\\/wp-content\\\/uploads\\\/2024\\\/11\\\/steven-lelham-atsaeoee8nk-unsplash.jpg?w=1024\",\"contentUrl\":\"https:\\\/\\\/oswego.eu\\\/wp-content\\\/uploads\\\/2024\\\/11\\\/steven-lelham-atsaeoee8nk-unsplash.jpg?w=1024\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/use-case-pmo-bpo-telecoms\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Accueil\",\"item\":\"https:\\\/\\\/oswego.eu\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Use case : PMO BPO T\u00e9l\u00e9coms\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/#website\",\"url\":\"https:\\\/\\\/oswego.eu\\\/\",\"name\":\"OswegO\",\"description\":\"Conseil en op\u00e9rations et exp\u00e9rience client\",\"publisher\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/oswego.eu\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"pt-PT\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/#organization\",\"name\":\"OswegO\",\"url\":\"https:\\\/\\\/oswego.eu\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"pt-PT\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/i0.wp.com\\\/oswego.eu\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/oswego_logo_white.png?fit=4800%2C1200&ssl=1\",\"contentUrl\":\"https:\\\/\\\/i0.wp.com\\\/oswego.eu\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/oswego_logo_white.png?fit=4800%2C1200&ssl=1\",\"width\":4800,\"height\":1200,\"caption\":\"OswegO\"},\"image\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.linkedin.com\\\/company\\\/oswego-eu\\\/\"]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Use case : PMO BPO T\u00e9l\u00e9coms - OswegO","description":"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.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/oswego.eu\/pt\/use-case-pmo-bpo-telecoms\/","og_locale":"pt_PT","og_type":"article","og_title":"Use case : PMO BPO T\u00e9l\u00e9coms - OswegO","og_description":"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.","og_url":"https:\/\/oswego.eu\/pt\/use-case-pmo-bpo-telecoms\/","og_site_name":"OswegO","article_modified_time":"2024-11-29T12:01:50+00:00","og_image":[{"url":"https:\/\/oswego.eu\/wp-content\/uploads\/2024\/11\/steven-lelham-atsaeoee8nk-unsplash.jpg?w=1024","type":"","width":"","height":""}],"twitter_card":"summary_large_image","twitter_misc":{"Tempo estimado de leitura":"3 minutos"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":["WebPage","FAQPage"],"@id":"https:\/\/oswego.eu\/use-case-pmo-bpo-telecoms\/","url":"https:\/\/oswego.eu\/use-case-pmo-bpo-telecoms\/","name":"Use case : PMO BPO T\u00e9l\u00e9coms - OswegO","isPartOf":{"@id":"https:\/\/oswego.eu\/#website"},"primaryImageOfPage":{"@id":"https:\/\/oswego.eu\/use-case-pmo-bpo-telecoms\/#primaryimage"},"image":{"@id":"https:\/\/oswego.eu\/use-case-pmo-bpo-telecoms\/#primaryimage"},"thumbnailUrl":"https:\/\/oswego.eu\/wp-content\/uploads\/2024\/11\/steven-lelham-atsaeoee8nk-unsplash.jpg?w=1024","datePublished":"2024-11-24T17:01:28+00:00","dateModified":"2024-11-29T12:01:50+00:00","description":"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.","breadcrumb":{"@id":"https:\/\/oswego.eu\/use-case-pmo-bpo-telecoms\/#breadcrumb"},"inLanguage":"pt-PT","potentialAction":[{"@type":"ReadAction","target":["https:\/\/oswego.eu\/use-case-pmo-bpo-telecoms\/"]}]},{"@type":"ImageObject","inLanguage":"pt-PT","@id":"https:\/\/oswego.eu\/use-case-pmo-bpo-telecoms\/#primaryimage","url":"https:\/\/oswego.eu\/wp-content\/uploads\/2024\/11\/steven-lelham-atsaeoee8nk-unsplash.jpg?w=1024","contentUrl":"https:\/\/oswego.eu\/wp-content\/uploads\/2024\/11\/steven-lelham-atsaeoee8nk-unsplash.jpg?w=1024"},{"@type":"BreadcrumbList","@id":"https:\/\/oswego.eu\/use-case-pmo-bpo-telecoms\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Accueil","item":"https:\/\/oswego.eu\/"},{"@type":"ListItem","position":2,"name":"Use case : PMO BPO T\u00e9l\u00e9coms"}]},{"@type":"WebSite","@id":"https:\/\/oswego.eu\/#website","url":"https:\/\/oswego.eu\/","name":"OswegO","description":"Conseil en op\u00e9rations et exp\u00e9rience client","publisher":{"@id":"https:\/\/oswego.eu\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/oswego.eu\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"pt-PT"},{"@type":"Organization","@id":"https:\/\/oswego.eu\/#organization","name":"OswegO","url":"https:\/\/oswego.eu\/","logo":{"@type":"ImageObject","inLanguage":"pt-PT","@id":"https:\/\/oswego.eu\/#\/schema\/logo\/image\/","url":"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2025\/01\/oswego_logo_white.png?fit=4800%2C1200&ssl=1","contentUrl":"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2025\/01\/oswego_logo_white.png?fit=4800%2C1200&ssl=1","width":4800,"height":1200,"caption":"OswegO"},"image":{"@id":"https:\/\/oswego.eu\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.linkedin.com\/company\/oswego-eu\/"]}]}},"jetpack_likes_enabled":true,"jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/PgbXGF-7D","jetpack-related-posts":[],"_links":{"self":[{"href":"https:\/\/oswego.eu\/pt\/wp-json\/wp\/v2\/pages\/473","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/oswego.eu\/pt\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/oswego.eu\/pt\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/oswego.eu\/pt\/wp-json\/wp\/v2\/users\/257993084"}],"replies":[{"embeddable":true,"href":"https:\/\/oswego.eu\/pt\/wp-json\/wp\/v2\/comments?post=473"}],"version-history":[{"count":5,"href":"https:\/\/oswego.eu\/pt\/wp-json\/wp\/v2\/pages\/473\/revisions"}],"predecessor-version":[{"id":1423,"href":"https:\/\/oswego.eu\/pt\/wp-json\/wp\/v2\/pages\/473\/revisions\/1423"}],"wp:attachment":[{"href":"https:\/\/oswego.eu\/pt\/wp-json\/wp\/v2\/media?parent=473"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}