Risk Management Strategy for a Contact Center & Outsourcing Service Provider

Background

The project was part of the GROWIT Program, with the objective of empowering local Egyptian ICT MSME’s by dramatically improving their business operations and capacities by intrinsically promoting customer directed management changes and processes. The program is divided into capacity building activities for three different sizes of companies, Medium, Small and Micro Enterprises.
A contact center and business process outsourcing service provider, who was a beneficiary of the GROWIT program, needed to develop a model for analyzing and managing risks in order to upgrade its COPC license.

The CID Response

CID developed a model for identifying, analyzing, mapping, and managing operational risks, conducted preliminary risk analysis and recommendations, and supported in building internal risk management capabilities. To do so CID identified the risk, analyzed it and set up a risk management framework including recommendations. This was followed by building the company’s internal capacity in managing risk.

The Result

CID Consulting’s advisory services to the company allowed them to reach their objective of directly upgrading its COPC license to the 5.0 release version.