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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.

  • 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 27001 and PCI Compliance