At iTouchPoint, our key performance components have helped us meet the global business needs efficiently both in terms of high-quality services and cost-effective solutions. We have kept ourselves on the forefront of changes in the technological and business trend, which has enabled us to understand and answer to the fast changing needs of the global businesses.
The Quartet Quality Assurance Model encompasses Four Vital Elements that form the Core value of our Delivery Methodology:
PEOPLE - Recruitment & Retention of the Best in the Industry
- Recruitment - iTouchPoint’s recruitment process is stringent yet flexible enough to easily adapt to client specific skill requirements.
- Training - Each Agent at iTouchPoint is imparted with comprehensive training which is both project specific as well as related to key soft skills like teamwork, oral and written communications, client management, customer empathy and willingness to learn.
- Retention - iTouchPoint maintains one of the lowest attrition rates in the industry. Our retention practices include consistently recognizing and rewarding agents well for their performance with promotions and other attractive incentives.
PROCESS - Best Management Practices
At iTouchPoint, we design our processes incorporating unique needs of each customer. It is our commitment that right people with the right skills sets are deployed on each project.
- Training and Regular monitoring - Our Agents undergo extensive induction and continuous re-training on processes,
methodologies and software tools to keep them abreast with the latest technologies and developments in the industry.
- Calibrated Rating Systems - Our Agent Performance Rating system has three key determinants:
- Customer Interaction - Rated based on the agent’s skill in Call Opening/Closing, Information Verification, Listening skills & Communication Skills.
- Call Management - Measured based on the Agent’s skill in providing client specific requirements (Call Content &
System Protocols)
- Customer Satisfaction - Rated to ensure that every agent is empathetic and courteous toward every caller (Customer services & Timely listing retrieval)
- Productivity Reports - Generated to measure the number of scorecards produced per Agent per QA.
- Certifications - Maintain stringent quality standards that adhere to the parameters laid in certifications like ISO 9001:2000 and COPC 2000.
TECHNOLOGY - Best-of-Breed Technology Partnerships.
iTouchPoint is geared to be the Global Leader in the Contact Center space within the next 3 years. To this end, we have forged
partnerships with leading technology providers globally. Our technology partners help us ensure that our customers have access to the latest bleeding edge technology in the industry. Our Technology Partners include:
- Interactive Intelligence - Interactive Intelligence is a global developer of software for IP telephony, contact center automation, unified communications, and customer self-service.
Interactive Intelligence provides iTouchPoint with core switching, multimedia and ACD functionality
- Excel - A former division of Lucent Technologies, Excel is a leading provider of carrier-class, open services platforms for original equipment manufacturers, value-added resellers, and service providers worldwide.
Excel provides the core switching hardware for all incoming and outgoing calls.
- Cisco Systems - Cisco Systems is the worldwide leader in networking for the Internet.
Cisco Systems converts all voice traffic to VoIP for the long haul transport to the call centers.
- Pingtel - Pingtel brings the benefits of industry standards and open source to enterprise telephony.
Pingtel provides a programmable SIP-based softphone at the agent workstation.
