Delivery Capability

Operations

• 1500+ Inbound/Outbound contact center stations
• 150+ Back end processing/Research stations
• Live 3rd party switching capability (Forward, conference, barging in, coaching)
• Unlimited script branching capability
• Edit checking available on all file fields
• Unlimited file-length handling
• Client manual for every client specification (SOP)
• Scalable operations
• Every member on quality assurance team with at least 5 years experience
• Comprehensive Voice/Accent training

Monitoring

• Remote in-house monitoring
• 24X7 toll free “follow me” access to operations management
• Real time reporting tool
• Quality assurance protocols
• Center of Excellence for Training, QA/QC and Triage assistance
• Continuous auditing
• Accuracy charts for client according to evaluation criteria
• Immediate implementation of feedback

Security & Privacy

• Real Secure IDS (Intrusion Detection System)
• Secured V-LAN for separate Clients
• WAN/LAN switches password changed regularly
• 24x7 physical security on production campuses
• Firewalls and antivirus software with updated virus definitions
• Secure 128-bit SSL encryption for all NPI
• Storage of regular back-ups in secure disaster recovery facility.
• All employees with explicit confidentiality and non-disclosure contract and closely monitored
• Privacy, security and confidentiality awareness training to entire workforce.
• Continuous auditing of ISO/BS/HIPPA compliance

Business Continuation Planning

• Redundant Telecom
• Backup Contact Center
• Redundant NOC
• Data Integrity & Security
• Power Backup
• Employee Retention & Training
• Client Communication and Reporting