Process Philosophy

At iTouchPoint we pride ourselves on following proven methodologies, and you should expect nothing less from a company that sells process management services. Everything we do follows a set of measurable standards and procedures to ensure top quality.

Process Flow

The experience begins with a proper evaluation of your current needs. As the relationship grows, we jointly determine the best way to proceed, measure each step, optimize as needed and arrive at a concurrent conclusion.

Once transition is complete, we work with you to monitor and manage the changing environment. This assures we stay agile and adaptive to changing needs, thus maintaining top quality performance.

Following a process does not mean lack of innovation. We constantly evaluate new technologies, new ideas and new ways of doing things so the quality only gets better with time. We take suggestions and insight from every angle and implement those with promise, all in close cooperation with you the customer.

  Quality Assurance

iTouchPoint's strong project methodology is backed by superior quality management processes. The quality initiatives and processes are customer centric and our management strives to ensure that the service levels exceed customers' expectations throughout the engagement.

iTouchPoint follows ISO 9002 prescribed practices and anticipates the certification during the second half of year 2004. iTouchPoint is currently evaluating COPC certification requirements and anticipates certification in the second half of 2005. COPC is the leading authority on customer contact centers and has previously conducted baseline assessments for companies such as Motorola, Microsoft, Apple Computer and American Express.

Some of the processes include:

• Change control process
  Formal documentation initiates any changes in process. This is done by means of raising a PCR (Process Change Request). This request is reviewed by the QCs. Implementation of the change is done only if the formal approval process is adhered to.
  
  
• Quality metrics and objectives
  Each CSA's objectives include measurement of response times, number of calls handled, quality of responses, first call fix (FCS) percentage … All metrics that form a part of performance norm [SLA] for an account would be a part of the performance review.
  
  
• Process improvement
  Based on operational experience, regular process reviews are conducted to ensure smooth and efficient flow in the support center. Each CSA is encouraged to give feedback to the supervisor about the various processes and these are discussed at the fortnightly quality meeting with the client to create opportunities for improvement. Constant feedback from client's and their customers are reviewed with urgency and acted upon to improve the service levels.
  
  
• Audits
  Quality audits are performed internally at various levels with varying frequency.
  Our QC Managers randomly audit the quality of support transactions.
  The QC performs audits every fortnight to ensure that the overall process meets clients stated objectives; escalations are made to the right person at the right time.
  The account manager is responsible for the overall operation of the account and performs reviews every month to ensure smooth operation of the services.
  
  
• Internal communication for real-time issues
  We use third-party instant messaging tools for internal communication on real-time issues. Our CSA's also chat with our in-house experts to provide the right solution to the customer as required.

Voice Quality Assurance

• All the CSA's go through intensive training on telephone etiquette and on general contact center protocols, which is in line with international standards.
• Infrastructure and strong process orientation ensures least call pick up time and call hold time.
• Strong domain knowledge training and first-hand exposure to the support needs (during the integration) results in higher first call resolution percentage.

Voice Quality Check

• Random On call interference will let us monitor CSA's performance and regular live monitoring of incoming queries will ensure real time implementation of corrective measures.
• Supervisory team, MIS team and the QC team meet once a fortnight to review performance and to implement corrective measures (process improvements).

Reporting

iTouchPoint's online report server will allow our clients to view reports online. This application has the ability to pickup data from the relevant database and display it in a format acceptable to the client.

The reporting format will be decided as part of the implementation plan. This report server will provide a graphic representation of the support center statistics. The actual formats of the reports will be agreed upon during implementation.

The reports server also lets the support manager track performance of the team and each team member, and watch the transactions associated with each particular account. It lets the CSA keep a tab on his/her own performance. Finally, this tool helps our QCs go through 20% of randomly picked responses, and add their rating and comments online, which is then consolidated and sent to the support manager.