People
We believe that our people are the only sustainable
competitive advantage and therefore we have aligned
our people practices with our goals. We have created
a work environment that is conducive for innovation,
teamwork, mutual respect, recognition and high performance.
Our operations in India capitalize on the large
talent pool of highly skilled, English-speaking
workforce.
We provide comprehensive agent-training
programs that ensure continuous development of
our employees. We have made significant investments
in training and all our agents are put through
comprehensive training programmes to equip them
for all challenges job entails. We also work closely
with strategic partners in the UK and Australia
to provide on-going training for our employees.
Technology and Infrastructure
We have invested in technology
infrastructure that uses state-of-the-art equipment
from leading providers like AVAYA, CISCO and COMPAQ.
Redundancy, fail over and load balancing features
of this equipment enable us to achieve 99.99%
reliability. Compliance to open standards architecture
and expansion features enables seamless expansion
of existing facilities without interruption to
existing operations. We also use a state-of-the-art
predictive dialer that handles all outbound calla,
resulting in dialing productivity and increased
efficiency.
Business Continuity Planning
We have established business continuity
sites in India and overseas through strategic
tie-ups with other centres to provide disaster
recovery services. We have ensured backups in
our entire technological infrastructure, from
servers, processors, leased lines, and storage
systems through fully backed up UPS and generator
systems.
Quality Assurance
Our commitment to quality, as expressed
in our corporate values, has provided us with
a common approach in working our way through this
rapidly changing global business environment.
We are process driven and our processes are aimed
at meeting ISO 9001:2000 compliance standards.
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