Our difference – instead of being just a vendor, we become a part of our client’s business through strategic partnerships.
Our experience, knowledge, domain expertise and strong processes are the key factors that instil the sense of confidence that our clients have in us.
Our clients have described us as highly flexible and responsive.
AI-Powered Remote Monitoring
Team Engagement
Via real time video, audio, monitor-mirroring, chat, and private calling; allow your teams to effortlessly communicate and engage as if they were sitting next to each other all day
Productivity
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Via supervisory, training, and support tools; allow your teams to thrive by improving productivity from 8-25% in a matter of weeks (based on case studies).
Security & Compliance
Via embedded meeting/training rooms and real time supervisory support tools; allow your supervisors and trainers to ensure your teams are equipped the with the knowledge to succeed
Agent Training & Support
Via AI tools designed to protect your data and the end-users’ privacy; feel comfortable knowing your teams are playing by the rules you, clients and regulators have set.
AI-Powered Quality Management
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Call monitoring & coverage
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QA cost efficiency
faster call reviews completed
Security & Compliance
Via embedded meeting/training rooms and real time supervisory support tools; allow your supervisors and trainers to ensure your teams are equipped the with the knowledge to succeed
Thorough evaluation
Use agent scorecards to evaluate calls, review performance, and analyze trends all in one place. Improve your QA productivity further with AI-assisted scorecard automation.
Simplified analysis
Generate customizable reports at the touch of a button with smart reports. Let the data do the work for you so you can examine and understand valuable trends and cues.
Subject Matter Expertise
At ExpertSource our basic philosophy is to invest and build subject matter expertise in each building block of Service Delivery.
Appointing professionals in each function who are proficient in their respective fields of specialization is at the core of building this subject matter expertise.
Augmenting this foundation with appropriate tools and technologies coupled with ongoing skill development is the key to successful consistent service delivery.
Subject Matter Expertise
Migration Expertise
Formulation of Process Transition Strategy
Rigorous Project Management
Knowledge transfer mapping – Train the trainer scheduling
Creation of accurate job description documentation
Toll Gate/ Milestone reviews
Human Resource Management
Robust and effective selection process as per well defined job descriptions
Diverse Hiring Strategies: Internal & External
Three stage scientifically mapped recruitment process
Evolved Employee Engagement Process
Training for Excellence
New Hire Training Advanced Accent Neutralization, Voice & Accent Modules, Skill Training
On The Job Training & Continuous Need Based Training (CNBT)
Advanced Methodologies: Advanced tools, proprietary interactive methods, role plays
Multi-stage certification process
Learning & Development for competency based career pathing
Core Operations
Real-time Performance Management Agent-wise & transaction-wise, Key Performance Indicators – KPI Management
Advanced Scheduling & Workforce Management tools
Evolved Dialer Management Expertise
Reporting & MIS: Live Dashboards & real-time reporting tools
Quality Assurance
Dedicated & Qualified Quality Monitoring Teams
Six Sigma Greenbelt, Blackbelt certified supervisory personnel
Advanced Online QMS Tool
Evolved Calibration process Gauge R&R & Measurement
System Analysis
Technology & Information Security
Best in class core voice platform, network infrastructure & systems
Infrastructure with redundant power backup and redundant uninterrupted power supply systems
Network Operations Center with highly skilled manpower staffed 24/7
ISO Compliant & PCI Certified
Quality Framework
Our Corporate Quality framework encompasses each building block of service delivery. The six sigma culture, process & methodologies in practice ensure repeatability & reproducibility of results.
BPMS
- Business Process Management Systems
- Creation of Standard operating procedures
- Documentation & Mapping of key processes
- Process improvement & re-structuring
Transactional Quality
- Quality monitoring team consists of professionals in field of Quality
- Rigorous call / transaction monitoring and feedback mechanism
- Advanced Online QMS Tool
- Evolved Calibration brocess: Gauge R&R & Measurement System Analysis
- Agent incentive programs strictly regulated by Quality scores
Audits & Compliance
- Adherence to Relevant Industry Compliance Standards – FDCPA (USA) & FCA (UK)
- Check conformance to policies & procedures
- Ongoing Training & Certifications
- Regular Internal & External Audit Reviews
Six Sigma in Practice
- Structured Training on Process Improvement – DMAIC
- Green Belt / Yellow Belt certifications
- On going LEAN, DMAIC Quick win projects across functions
Analytics as a key tool and Innovation as a culture
At ExpertSource we live by this principle. Customer interactions generate a wealth of intelligence that needs to be harnessed and mined for products, services and ultimately revenue transformation.
Disposition reports & analytics
Demographic Analysis
Trend Analysis
Root Cause Analysis
We partner with various technology companies like Dynamic CRM & Advanced Social Media Management software and also have proprietary in house technology & CRM capabilities.
These technology tools and analytics enable Innovation both in transactions & strategy –
Unified CRM tools for reduced handle times and increase customer satisfaction scores, increased FTR
Predictive Dialogue & Predictive Customer Engagement for reduced cost to serve and increased customer satisfaction
Six Sigma LEAN & DMAIC projects for process improvement
Training Re-Engineering based on analytics of type of complaints
Advanced analytics lead to inputs for Process, Product, and Service Improvement
Institutionalize through Continuous Feedback Mechanism for on going benefits
Get In Touch
ExpertSource Global Services Private Ltd.
Unit 102, Deekay Tech Park, Navi Mumbai 400705, India
540 N. Dearborn St., Suite 10174, Chicago, IL 60610
4364 Green Tree Dr., Round Rock, TX 78665
(888) 410 - 6350
Info@expertsource.com
