Operations and Quality

In-depth experience
We are the most experienced domestic call center operations team in India. We combine that with well-developed infrastructure, appropriate technologies, and scientific methods to ensure the highest standards and best results in conceptualizing, planning and executing assignments. And over the years, we have developed the right blend of professional corporate management with entrepreneurial energy and attitude.

Client focus
Well-trained, highly dedicated professionals follow a proactive, consultative and personalized approach towards clients to comprehend their problems and requirements, stay attuned to their shifting needs, and deliver tailor-made solutions. These characteristics have made us a great partner for both our new and long-standing clients. Finally, we operate in a strong service-oriented "can-do" culture that helps us form long-term relationships with clients.

Operational excellence
5-step transition methodology facilitates smooth, fast and efficient transition of client’s processes from diverse locations to our service centers.

  • Process Analysis
  • Transition Plan
  • Transition Mangement
  • Transfer Completion
  • Process Improvement

Best practices in managing a call center are embedded into the system and processes of the company, such as hiring and training, staffing and agent management. We provide extensive information & reporting systems, supported by the right blend of IT software and managerial experience.

Quality focus
We focus on practical quality control and quality management methods, to drive process efficiency and productivity. This reiterates our commitment to client satisfaction.

  • A Quality team to ensure consistent, above industry average standards in all aspects.
  • Detailed process involving mapping, measuring, analyzing and tracking.
  • Emphasis on Key Performance Indicators - operational efficiency, quality, and productivity of agents
  • Continuous monitoring of agent performance and call quality, on the floor and in formal evaluations.

Superior performance

  • Top-of-line, customized, scalable business process solutions that provide specific cost advantages and ensure maximum client satisfaction.
  • Automation and integration of processes through the use of state-of-the art technology enables optimized solutions that provide a competitive edge.
  • End-to-end service capability
 
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