Proven Strategies for Call Center Mergers & Acquisitions

6-STEPS FOR CONTACT CENTER M&A DUE DILIGENCE

Operational due diligence collects accurate and complete information about another company to paint a true picture of what’s happening. It’s very similar to the role of a private detective. But one of the biggest pitfalls in the process involves skimpy detective work. If you miss something major, the consequences may be devasting down the road. You must dive deeply into an operational process, a company population, existing technology, or prevailing culture to truly understand them. Your examination must proceed from many angles. How Is This Accomplished?

HERE IS A BASIC, 6-STEP GAME PLAN:

CONTINUED MEASUREMENT & IMPROVEMENT 6

DISCOVERY 1

INTEGRATION PLANNING & SUPPORT 5

ANALYSIS 2

BUILD THE CAPABILITY MODEL 3

READOUT / DECISION 4