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Why Us |
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People |
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We recognise that a dedicated and motivated workforce is the key to meeting client expectations. Our key focus areas in this regard are |
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Rigorous four-stage recruitment process, where recruitment is based on an ideal caller profile skill set template |
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Intensive training lasting 2-3 weeks which helps our agents understand the cultural aspects of the country they will be servicing. This is followed by client specific training evaluation which is an intrinsic part of our training program. |
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Reward and Recognition - Best performers are recognised through different initiatives |
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Processes |
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Solution design - tailored to meet clients' specific requirements thereby delivering value |
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Transition - documentation of processes, technology solutions, project execution timelines to ensure smooth transition |
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Service Delivery - to meet SLAs |
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Reporting & Communication - Daily, weekly and monthly reporting. Account Manager, given as a single point of contact for the clients |
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Performance Management - 360 degree performance management system, which ensures continuous improvement in our process and delivery |
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Experience |
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Expertise - Telemarketing, Appointment Setting, Lead Generation, Customer Service, Customer Acquisition, Data Capture / Cleaning and Market Research |
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Geographies - UK, US, Australia |
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Verticals - Travel, IT, Healthcare, Telecom, Utilities and BFIS |
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Delivery |
Quality service backed by SLAs that ensure that a high standard of service is maintained. |
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Quality |
The quality of service in our industry is the main differentiator between competing companies. |
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Advanced Call Centres operates a quality programme with the help of an independent quality team to enhance client satisfaction, reduce error and promote consistency of service. |
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Our Quality Philosophy |
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Quality should be visible to our clients - honestly and regularly reported. |
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Quality should be participating and inclusive. As far as possible teams should build and participate in their own quality programmes. There should be a sense of ownership as well as checking procedures minimum standards, quality procedures should be measurable and trackable. |
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