Performance & Delivery Standards

Study Phase

  • Profile of associates and supervisory staff for the program
  • Scope of work
  • Training Needs
  • Infrastructure, technology and connectivity requirements
  • Definition of SLAs as per our quality norms

Transition Phase

  • Map process and adapt, if required
  • Develop training content.
  • Understand quality processes, including quality calibration
  • Call-Flow processes & escalation systems.
  • Reporting and measurement practices

Launch Phase

  • Launch Program
  • Track SLAs
  • Conduct early process audits
  • Demonstrate meeting of SLAs, quality and cost benefits
  • Gap analysis & performance Management