Quality
Focus on Quality is what keeps us going all day, and night.
Quality for us has only two parameters - 0% or 100% and anything below 100% is as
good as 0%.So when we promise 100% quality we mean the entire 100% and nothing below
that.
So how do we make sure we deliver 100% quality? - By applying stringent quality standards
in everything we do.
We take pride in our quality standards. Our processes are structured for quality
- our process documentation and state-of-the-art quality monitoring tools ensure
that we have everything on record. Not just the processes but also our Quality Assurance
team comprises of experienced professionals, well versed in the latest methodologies
and tools in Quality Assurance. We believe that the onus on quality lies not just
with the QA team but with every member of the team. It is one of our core values
and everyone practices it as if it is their second skin.
Our quality policy is aimed at accomplishing high standard of service
by:
- Mystery callers
- Recording
- Consumer surveys
- Barge-Ins
- Silent monitoring
- Frequent evaluation
One of the key reasons why we have been successful is because of our constant urge
to learn – about new things and our past mistakes. Yes we do make mistakes but we
not only make sure that we learn from them, we also ensure that we don’t repeat
them.
How do we do that?
We make sure that we generate customized reports of daily, weekly, and monthly performance
metrics, which are used to reinforce lessons learned and action items going ahead
thus ensuring that we have continuous improvement in our process, people, and tools.