The EDN Communication implementation phase of a new project is crucial to ensure the right foundation is laid out for delivering our premier services. EDN Communication’s project implementation methodology is the framework for each new project; together with our clients’ project characteristics and specific requirements, the implementation plan is constructed.

  • Statement of Work
    • First of all, a Project Manager needs to be assigned by the client and EDN Communication. These Project Managers will be the Single Points of Contact throughout the implementation phase. Both parties work together in creating a Statement of Work (SOW), in which all steps and responsible parties are described, including deadlines for each step.
  • Technical Implementation
    • After both parties have agreed upon the SOW, the technical implementation can be started (e.g. access to systems and tools, telecom & IVR set-up and reporting). Considering EDN Communication’s experience, the ease of our systems & applications and the flexibility of our providers, the technical implementation is usually not complicated. Nevertheless, we always take our time to make sure all aspects are tested & working well in advance of the start of the project.
  • Recruitment & Selection
    • It is essential to start the process for recruiting and/or selecting the people to do the job as soon as possible. Providing high quality services starts with the recruitment & selection process. EDN Communication always deploys premier employees who are native speakers or highly proficient in the supported languages. EDN Communication has an excellent recruitment and selection process in place that enables us to staff the team with the technical and soft skills that are needed. All candidates are screened and tested using a skill matrix with our clients in mind.
  • Training
    • Training is a crucial stage of project implementation. EDN Communication has different premier training methods in place, which are all used on a frequent basis: class room (on-site) training, train-the-trainer, and web based training. For each new client, a customized initial training program will be developed, which covers product & procedures and soft skills & behavioral training. Every training includes one or more exams, which determine who will be allowed on the project. All knowledge is documented in EDN Communication’s knowledge database and standard operating procedures for training.

 

  • Go Live
    • During the implementation phase TopTel USA and the client have agreed upon communication workflows. Especially during the start-up phase of the project, there is continuous contact between our client and TopTel USA to ensure a good start of the project and our premier services. TopTel USA actively monitors quality of service with people and technology. Analysis is carried out on a daily, weekly and monthly basis, results compared to client’s requirements Service Level Agreement (SLA) and improvement plans are launched immediately. Training, refresher, product and/or new procedure trainings are provided on a continuous basis. TopTel USA has its own training labs in place for ongoing training and practice.