Operations Framework
Independent SBU structure provides
- More ownership to team
- Agility of a small company, Clear accountability
- Diversifies operational risk
Transparency
- Real-time reporting and statistics to client
- Live monitoring of agents from clients’ desk anywhere in the world
Process Orientation
- SOP (Standard Operations Procedures) manual defined for each process
- Process driven Operations and Delivery model
Data Library & Knowledge Portal
- Efficient mechanism of storing and management of data
- Reuse of data and customer/respondent history to increase efficiency and effectiveness of future transactions
- Knowledge Portal for each domain with incentives for submission and usage of data
Business Continuity
- 1:3 redundancy on voice and data connectivity; 1:2 redundancy on all technological equipments
- Disaster recovery plan
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