STEP 3: BUILDING THE CAPABILITY MODEL The due diligence team compiles the findings once analysts have finished. This compendium may be published as a PowerPoint deck with supporting documents, spread sheets, and other collateral. Raw data such as KPIs, studies, metrics, and interview transcripts will be attached. The capability model also includes look back history, current state, look forward, industry benchmarks, and other information discussed above.
“Soft” information, like human capital and culture reports, will appear in summarized form with corresponding deep dive information attached.
Operational process maps are generated to expose the true workflows with all their triumphs and challenges. These maps are visual representations of call flows and other human processes. Process maps pinpoint root causes, both good and bad. Maps are an expedient way for stakeholders to observe how the call center actually gets the work completed, how customers interact, and where opportunities for improvement exist.
The capability model features a technology component that covers the current state situation, a report on potential compatibility issues, and a future-state forecast.
The model may contain other valuable information as well, including: • A cost/benefit analysis of an onsite workforce versus a remote workforce • A section on current and future training • Geographic factors such as cost of living and competitive wage/benefits reports.
It’s helpful to let your due diligence team know what types of details are important to you. It’s even more helpful when your team suggests items you haven’t thought of.
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