call center methodology


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Our call center methodology & structured approach to transitioning help us & our clients to seamlessly move services to our center. We ensure zero downtime and transparent migration.


Call Center Methodology The Evaluation phase involves aggregation and understanding of the clients processes to be outsourced and articulating the risk around these processes. The alignment of outsourcing strategy with the corporate strategy is an important aspect to be addressed at this stage. The next step is to set clear timelines around the outsourcing initiative and identify the most appropriate delivery model that’s quick, transparent & accessible to every kind of customer, and operational across all platforms.


The Migration Phase begins with defining contract parameters, deliverables, SLA and escalation hierarchy at 31West and the client-side. The offshore site is prepared to commence clients operations, which includes knowledge transfers, construction of operating procedures, training documents, and training executives to execute the process. We work with our clients to build & access exhaustive knowledge bases and response templates with a provision for periodic updates on relevant business issues & decisions taken by client to enable us to respond better to the customer / project.


Our proven call center methodology allows successful transition of processes to the offshore location, while ensuring that interdependent processes are not adversely affected. Preparation and execution of offshore ramp-up and onsite ramp-down is given attention, while maintaining continuity of operations and service levels. We try to anticipate the customers next question and attempt to make the first response as comprehensive as possible to ensure a single contact resolution. Our customer care specialists are measured in terms of the number of repeat messages they need to process for the same customer and for related queries. We encourage First Contact Resolution; it has a beneficial impact on both customer satisfaction and processing costs. Our quality editors ensure that responses are framed in a structured form and are accurate and complete in all respects.

Operations & Reporting

This involves the establishment of “Business As Usual” for the client, where the outsourced processes are executed as per norms laid down in the Service Level Agreement (SLA). By now all processes have entered into steady-state operations. Throughout this phase we ensure security and business continuity, tracking and reporting as per SLA metrics, continuous performance improvement & human resource management. We attempt to provide the most comprehensive post-deployment reporting services. Our technology captures every facet of every interaction, from which we build client-specific datasheets for analyzing online behavior. By combining user profiles, detailed logging, click-stream, and click-through analysis, we can quantitatively determine customer satisfaction levels and enhance our implementations to meet your CRM goals. We are constantly evolving and updating our call center methodology to match up with changing times and business dynamics.

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