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