ABSTRACT When navigating the due diligence phase of a contact center merger or acquisition, verification of a target company's legal, regulatory, and associated fiscal realities is a top priority. But what about areas such as human capital, operational process, technology, and company culture? These categories should be expertly scrutinized as well to round out a complete picture to determine if the deal would be beneficial. Using a boots-on-the-ground approach and deep contact center expertise, assumptions should be proven or disproven and risks marginalized. Processes should be mapped, relationships understood, potential problems foreseen. New areas of opportunity should be unveiled. Thorough due diligence in these areas augments a clearer picture that greatly informs your decision to move forward. And beyond that, it maximizes integration planning and smooths implementation efforts, thereby boosting ROI significantly.
WHAT YOU WILL GET FROM THIS EBOOK: • How to actively research the 4 most overlooked areas to round out due diligence on a customer service center shortlisted for a merger or acquisition. • Learn how to minimize nasty surprises and increase return. • The 6-step process to M&A due diligence (and how to deploy it). • Understand how to leverage this information during integration to form a new contact center entity that surpasses the combined value of the two merged operations.
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