Driving World-Class Performance

Executives who are successful in achieving dramatic improvements in cost and value are no different than you - except in one important respect: They rely on best practices as identified through benchmarking, research and peer-group learning to help them uncover performance gaps and quantify the business case for their improvement initiatives. Our internal advisory & quality assurance division , is dedicated to helping our senior executives make rapid, accurate and confident decisions about improvement opportunities and the direction of our business. The unbiased, empirically derived guidance on best-practices-based improvements that we provide is backed by our renowned benchmark database, which comprises global participants.

We help executives in their drive toward world-class through comprehensive services, providing a level of detail and insight available nowhere else:

• Benchmarking -
  Renowned studies that span function, process and best practice optimization, designed to quantify where you stand and how you can improve
• Advisor Inquiry -
  Unmetered, confidential, data-supported advice and insight
• Original Research -
  Best-practices-based research on core business topics
• Peer Interaction -
  Regular webcasts, conferences and surveys that allow you to learn from others
• Metrics and Best Practices Repository -
  Searchable, continuously updated content from our advisors and member companies

Even hardened cynics will have trouble finding reasons to object. After all, it's tough to argue with a best practices resource that offers:

• Recommendations for cutting costs intelligently, in light of your particular situation
• An understanding of the critical drivers of world-class business performance
• Peer-group learning programs, offering members the deepest, most actionable insights on improving activities within operational processes
• A proven approach that energizes staff and focuses management on aligning improvement efforts with overall strategic goals
• A framework for gaining maximum return on technology investments
• A lever for accelerating improvement projects and avoiding costly missteps

"Average" performance is no longer good enough.

Too many organizations mistakenly set their sights on simply matching industry averages on common metrics like cost or productivity. However, given the pace of change and increasing emphasis on ROI, average performance is no longer good enough; companies must reach for world-class or risk falling into the ranks of the poorest performers.

Any company can achieve world-class business performance.

The principal difference between "average" and "world-class" organizations is the latter's use of best practices to help them spend money intelligently, improve competitiveness and deliver value. These companies may not have achieved excellence in each area but the best practices they have implemented and perfected are at the heart of their exceptional performance.

Our robust, multi-dimensional assessment helps you understand how your performance impacts your company at the strategic level.

PROCESS

Agents Quality Commitment

The ultimate success of customer service rests with the people involved. ECallserve is committed to hiring, training, and maintaining the most knowledgeable and responsible staff - on the phones and behind the scenes:

• ECallserve Agents are all highly trained telecontact specialists chosen for their effective communication skills and their extensive experience in specific client areas.
• We hire only trainers who are dedicated professionals with specialized backgrounds. Like our Agents, they are also auditioned, coached and regularly evaluated.
• Our dedicated Quality Assurance Department operates as a distinct, autonomous group to provide thorough monitoring, regular coaching and flexible client reporting.

Our Calcutta contact center exemplifies our commitment to Agent quality. The staff consists of 100% college graduates whose commitment level, work ethic, low turnover and professionalism are exemplary. With a strong American influence in their lifestyle, including their speech, the center has become one of our biggest success stories.

Advanced Technology

• A proprietary contact handling and response management system (PARSEC) which lets us build customized CRM software systems.
• Use of Managed Voice Over Internet Protocol (VoIP) and voice/data compression in our centers.
• A new state-of-the-art customer contact center in Calcutta,India.
• Sophisticated supervision of our global network of contact centers through our integrated Server Room.
• Flexible data capture capabilities.
• Online desk references, which allow for continuous client modification and rapid Agent information retrieval.
• Website integration enabling our Agents to have the same online experience as your customers.
• The most advanced telephone features for controlling costs, including call length and wrap-up-time minimization.
• A "high-touch" technical approach for client and caller satisfaction.

Account Management

Frequent and open communication is the key to successful co-sourcing partnerships. ECallserve account manager is a one-stop link between ECallserve and you. As your dedicated point of contact, they are an integral part of providing unsurpassed service, refining customer service processes and ensuring your satisfaction.

• Local Associates Account Management means that you take advantage of our global locations' low cost and impressive service benefits, while your main ECallserve contact is based in your local home market.
• Consultative Account Management means that ECallserve account managers become active partners in your business. They gather and interpret information to shape innovative ideas for improving the process of serving your customers. Ideas from our proactive account managers have even influenced client product design.
• Specialized Account Management means that we provide you with an expert in your business. Our account managers' contact center expertise ensures that all ECallserve resources are effectively utilized for your customer service application. They also have years of specific industry experience in the field they serve. For example, one health care client's ECallserve account manager is a registered nurse - and supervises a staff of registered nurses.

Account Manager Roles and Responsibilities

The role of our ECallserve account manager is to build a long-term profitable partnership through proactive business analysis and management.Our account managers are strategic thinkers who work with you to:

• Manage your application to its most profitable and efficient level, while meeting quality goals.
• Pinpoint emerging opportunities to enhance your business.
• Conduct regular and frequent service reviews with you to evaluate performance, identify trends, strategically plan for the next quarter, and prepare for special projects.
• Proactively identify program needs and assess opportunities for program enhancement.
• Propose and receive recommendations for improvement.
• Compile and maintain an operations and maintenance manual summarizing all work events and practices relating to your application