Proven Strategies for Call Center Mergers & Acquisitions

DO YOUR DUE DILIGIENCE

Many times, the operational capability model of a target company is usually an afterthought after the audits and financials are out of the way. We have found that the most successful integrations occur when these operational capacities are evaluated as part of due diligence concurrent with (albeit separate from) the financial audits. This report details each operational department in terms of performance, skill levels, relationships, technology, and culture. It also scores capabilities based on industry benchmarks and highlights performance gaps and other weaknesses if they exist. It examines current state and ponders future state.

A capability model is like a doctor’s checkup with a prescription for good health moving forward. It allows you to take a department’s temperature and check for illnesses. If shortcomings are found, it acts as an immediate hitlist of necessary improvements to drive future success. If the company turns out to be strong or one that outperforms similar call centers, you walk away with the hard evidence to prove it.

A solid capability model lowers risk factors associated with acquiring or merging with a contact center because it reduces assumptions and incomplete knowledge about the target company. Discovered flaws become bargaining chips in negotiations. Effective reports boost ROI and pave the way for more accurate predictions about that return.