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
