Outsourced Call Center Services, Call Centers Services, Outsource Call Center

Recruitment Process The recruitment we undertake at faithcallcenter on behalf of our clients is a 5-round exercise.   What transpires in each round is furnished in the following paragraphs, round-wise: Round 1: Personal Introduction Round 2: English Test Round 3: Communication Skill Round 4: Operations – Process Suitability Round 5: HR – Values, Culture, Salary Training Process Call Center Training is imparted at three levels, as follows:

 

Quality Monitoring process Quality is a function of defect levels. Fewer the defects, higher the quality. Quality service helps to reduce costs, improve processes, thereby increasing revenues. One of the leading call center companies, we have a dedicated quality department to audit and monitor service quality. We have developed a comprehensive call center service transaction monitoring process which helps to minimize errors and assure quality. We have implemented strategies based on universal best practices like Six Sigma, ISO and COPC and come up with a quality service process for the organization. Our transaction monitoring involves different monitoring methods like remote monitoring, shadow monitoring, 100% voice recordings, call calibration and chord review system, amongst others. Apart from recording all the calls, we provide for live monitoring and generate customized reports according to the needs of the call center outsourcing customer. We also ensure that the executives are provided timely feedback.  We review their performance regularly and ensure that even the best undergo a refresher training program every quarter, thereby enabling continuous learning.

We provide continuous education and process engineering so we succeed with all our outsourcing customers. We treat each and every customer equally and all our customers are important to us.

Recruitment, training and quality play a crucial role in today's knowledge-based industry. These attributes keep evolving all the time. Outsource services to us as our support functions co ordinate with the operations team regularly & help smooth running of the projects. Constant monitoring ensures that our inbound call center services are as per client expectations.

Operations Management & Process cycle at faithcallcenter

By minimizing the complexity associated with outsourcing processes, systems and technology, we ensure call center answering service of a superior quality. At faithcallcenter, we use state-of-the-art technology to achieve operations differentiation. For example, to accelerate information flow and improve access and optimally exploit contact center resources, we use network-based routing, Voice over Internet Protocol (VoIP), speech recognition technology, universal queuing, etc. Simultaneously we upgrade the skills of our answering staff. Our skill-based routing facilities ensure that queries are answered by the person with the most appropriate credentials. This makes our bilingual answering service utmost efficient. Highest priority is accorded to ensure seamless flow of information and security of data.

At faithcallcenter, the operations process is comprised of five phases, viz., project planning, training, MIS Reporting, Operations management and performance management, as explained in the following paragraphs:

Phase-1: Project Planning, Transition

Constituting the Team: faithcallcenter constitutes an appropriate team and defines its role and responsibilities. The team is headed by a Project Manager.  The team is briefed on the project. The planning of the project is documented. Other members of the team with expertise in the project-related functional areas report to him.  The team mimics the client’s resources to ensure that the two teams can work in tandem and hit it off. 

Understanding the Business Process:  All the elements of the business process, popularly called SIPOC (suppliers, inputs, processes, outputs, customers) are understood.  Baseline and benchmarks are defined.  The technology interface is understood and training needs are identified.

Transition: Transition is done at three levels. People Process & Technology. The preparedness of the site for the implementation of the project is examined. A risk mitigation plan and reporting requirements are defined.  The customer executes the final transition document. 

Trial Process: A trial program is implemented to identify areas which need improvement.  SLAs are established which are executed by the client.  The project is then ramped up to full strength for full roll-out.

All these steps get into the Project Planning Document.

Phase-2: Training

Training needs are defined and trainers are certified. The trainee Process Associates are put through a simulation of the actual process which involves the bilingual system of answering queries. All agents and coaches are subjected to knowledge assessment tests every month. Answering the tests ensures that their performance levels remain consistently high.  

Phase-3: MIS - Reports

This document furnishes MIS requirements and defines exception formats.  Everyone involved in the project can access this information for on-the-job reference.

Phase-4: Operations Management

We undertake weekly call monitoring, coaching and daily data integrity checks.  To help our Process Associates answer customer queries swiftly and effectively, we put in place answers to FAQs and a knowledge base. 

‘Red flags’ are defined to trigger prompt action when there is a serious problem. We ensure 100% operational transparency through remote view-in and listen-in options on a secure VPN.  This gives our customers full control over the outsourced process and helps them in taking proactive decisions before the situation gets out of control.  100% recording enables our clients to access valuable customer data.  Our quality and training department jointly monitors the process with the team management to ensure superior quality service.

Phase-5: Performance Management

Daily exception reports from MIS reveal areas where improvement is possible.  A task-oriented approach is followed on a daily basis to ensure compliance and improve performance. Periodic reviews with the team & also with the customer are conducted to enable continuous improvement.