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Delivery Models
  • Flexible Delivery Models: Turn-Key to
    Multi-Vendor
  • Turnkey Delivery
  • Multi-Vendor Delivery
  • Blended Delivery
  • Offshore/Onshore Delivery
  • Multi-Language Delivery
  • Low Risk Pilots
Flexible Delivery Models: Turn-Key to Multi-Vendor

Flexibility is another key differentiator in Knoah’s approach to supporting our clients. We have clients with hundreds of agents across multiple service areas as well as clients that have less than ten agents covering a single service area. All of them receive the benefit of our flexible management approach. This flexibility extends to our ability to successfully support different delivery models regardless of client size.

Turnkey Delivery

Knoah’s comprehensive infrastructure and access to a wide range of CRM and knowledge management software products enables us to deliver end to end solutions for clients.

We can take care of provisioning Telco circuits, setting up IVR trees, procuring and configuring CRM software, and providing any custom application integration or reporting work that would be required to support any client’s needs.

This can be delivered within a single service or across multiple services as required

Multi-Vendor Delivery

Knoah can be a tremendous asset for clients that use a multi-vendor strategy. As a low cost provider that produces outstanding results, we are often the benchmark that drives the other partners to achieve improved performance overall. Our flexibility, openness and proactive management style enable us to support experimental efforts and changes in requirements that larger partners avoid due to contractual issues or rigid management approaches. We love to compete, and thrive in an environment where high performance drives opportunities for growth.

Blended Delivery

Some of our clients work with us in a blended delivery model. In this approach, a portion of their business is allocated to Knoah and a portion remains with the client to insure an optimal mix of cost savings vs. knowledge preservation and escalation support. To insure a successful integration of service delivery, we make KnoahsARK available to our client’s team to help create a comprehensive view of the entire operation. We can configure our voice environment to accept a portion of calls as dictated by the client’s IVR or we can host the IVR and distribute calls back to the client’s in-house team, similar to the turnkey approach.

Offshore/Onshore Delivery

Since it doesn’t always make sense to send all of a client’s business offshore due to language or regulatory concerns, Knoah can offer a low cost, Onshore/Offshore blended model. This model provides an excellent mechanism for balancing contact handling where it is likely to have the best result. From a technical perspective we are able to easily plug agents into our VOIP infrastructure and distribute calls seamlessly between the U.S. and India. Through the use of KnoahsARK we are able to handle the training, management and coaching of Onshore agents using our experienced, low cost management team in India. This unique approach insures great results at the lowest possible U.S. prices.

Multi-Language Delivery

Knoah can also provide competitive pricing for European language support including: Spanish, French, German, Italian, Portuguese and Dutch. This work is accomplished through a partnering relationship with a multi-language firm with a similar customer support experience and philosophy to Knoah’s. We are able to link call handling through our U.S. based VOIP platform and record/monitor and evaluate the calls handled through KnoahsARK.

Low Risk Pilots

Knoah’s flexibility also extends to our willingness to engage in low risk pilot programs to prove the value we can deliver to our clients. We have completed targeted pilots for email, chat, voice and back office work that have all led to production efforts once the team has demonstrated success in achieving the key metrics the client is looking for (e.g., cost saving, CSAT, call deflection, etc.). We believe so strongly in our ability to deliver results that we are willing to put “skin in the game” to prove our point and demonstrate our core values.

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News & Events

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Events

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  • ccw-new-logo

    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.