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Procedure for Client Onboarding

Document Code: ABC-SOP-001

Ver: 1.0
Small Logo CCC Name
Procedure: Client Onboarding
Document Code: ABC-SOP-001
Ver. 1.0

Document Information

Title of Document Procedure for Client Onboarding

Document Code ABC-SOP-001

Author

Revision

Issue Date

Document Revision & Approvals

This procedure is released and approved as follows.

Version Date of Issue Change Description Approved By

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Small Logo CCC Name
Procedure: Client Onboarding
Document Code: ABC-SOP-001
Ver. 1.0

Table of Contents
1 Abbreviations Used in this Document.................................................................................................4
2 Document Summary............................................................................................................................4
2.1 Purpose........................................................................................................................................4
2.2 Scope...........................................................................................................................................4
3 Responsibilities....................................................................................................................................4
3.1 Responsibilities of the Head of business development................................................................4
3.2 Responsibilities of the Head of HR...............................................................................................4
3.3 Responsibilities of the Head of Ops.............................................................................................5
4 Procedure Detail..................................................................................................................................6
4.1 Procedure flow Diagram..............................................................................................................6
4.2 Procedure content.......................................................................................................................7
4.2.1 Prospect Detailing....................................................................................................................7
4.2.2 Prospect Boarding:...................................................................................................................7
4.2.3 Prospect Launch.......................................................................................................................7
5 Related Records or Procedure.............................................................................................................8

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Small Logo CCC Name
Procedure: Client Onboarding
Document Code: ABC-SOP-001
Ver. 1.0

1 ABBREVIATIONS USED IN THIS DOCUMENT

HOD Head of Department
OPS Operations
BD Business Development
POC Point Of Contact.
HR Human Resource

2 DOCUMENT SUMMARY
2.1 Purpose
The purpose of this document is to define clients on-boarding procedure.

2.2 Scope
This document pertains to Marketing & Sales, Operations and IT Departments of {CCC}.

3 RESPONSIBILITIES
 Head of Business Development
 Head of HR
 Head Of Ops
3.1 Responsibilities of the Head of business development
Please list all responsibilities of Head of BD/Executive or Manager of BD or whoever brings
business

 XYZ is Responsible for client’s background check

 XYZ is Responsible for setting up business parameters
 XYZ is Responsible for signing SLA with the client
 XYZ is Responsible for addressing client’s and CCC terms and conditions

3.2 Responsibilities of the Head of HR

Please list all responsibilities of HOD HR or whoever responsible for providing human
resources and training

 HOD HR is responsible for understanding client’s requirements and providing human

resources accordingly
 Is responsible for acquiring all the training based required information and guidelines
from the client and HOD BD

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Small Logo CCC Name
Procedure: Client Onboarding
Document Code: ABC-SOP-001
Ver. 1.0

 For training the entire staff needed to run the campaign

3.3 Responsibilities of the Head of Ops

Please list all responsibilities of HOD Ops or whoever responsible for directing or managing
the campaign

 HOD Ops is responsible for Managing the campaign

 Setting up team goals
 Staff scheduling as per campaign needs
 Projecting the outcome accordingly
 Is responsible for coordinating with all the support departments who’s input is a must for
the campaign
 Is responsible for all campaign related communications

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Small Logo CCC Name
Procedure: Client Onboarding
Document Code: ABC-SOP-001
Ver. 1.0

4 PROCEDURE DETAIL
4.1 Procedure flow Diagram

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Small Logo CCC Name
Procedure: Client Onboarding
Document Code: ABC-SOP-001
Ver. 1.0

4.2 Procedure content

There are three phases of the program;
1. Prospect Detailing
2. Prospect Boarding
3. Prospect Launch
4.2.1 Prospect Detailing
In prospecting detailing TS Management look at following things;

 Program Targeted Industry

 POC
 Revenue Model (per lead or per seat)
 Guidelines & Scripting
 Data
 Resources HC, Equipment,
 Reference Check of the client
 Source
 Cost Analysis
People who are involved in the above-mentioned phase are Director Operations,
Director Finance, Director Training, Director HR & GM of the Company who decide if
we can take on this project or not. After the successful negotiations we sign the SLA
with the prospect and move ourselves to the 2 nd phase which is mentioned below.

4.2.2 Prospect Boarding:

In this phase we call in every person who’ll be involved in the boarding process such
as IT Manager, DB Manager, DA Manager, HR Director, Training Director, Operations
Director, Operation Manager, and Quality Assurance.

In this meeting we take the estimation for launch of the program & set up the
expectations which have been disclosed by the prospect. Like how many resources
do we need, what sort of training is required, portal creations access, dialer set up
along with agent IDs, VOIP service creation etc. Equipment setup, training of the
resources and which operations director will be the point of contact from the CCC
and which program manager will be taking charge.

4.2.3 Prospect Launch

Our projections and goals are based on the following criteria’s which includes
Retention, RPA, headcount and last month achievements.

Goals are projected every month higher than the previous months achievement in a
way where we keep team/agent’s potential in mind. For example we achieved LPD of

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Small Logo CCC Name
Procedure: Client Onboarding
Document Code: ABC-SOP-001
Ver. 1.0

45 sales in the current month the next month we push for over 50 to 55 sales every
day.

Let suppose out of 20 agents we have 6 to 7 A players, 7 B and 6 C players. Among

them the goal is distributed that A player has to maintain the LPD of 4 sales and
above, B can do 3 Sales, whereas C player required to get minimum of 1 or 2 sales in
a dialing day. After the goal distribution a proper day to day follow up with the
agents on the targets is one of criteria or protocol which we follow.

C Player RPA = $1000 and above

B Player RPA = $1500 and above

A Player RPA = $2000 and above

We always expect to overachieve or get 100% of our assigned targets for the month.
In case we are unable to get the daily goal we push people to go that extra mile and
get their required goal or dial extra to get the goal done.

5 RELATED RECORDS OR PROCEDURE

 Sales Proposal or General Service Contract

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