A definitive guide to outsourcing customer care services

Support Services

1. Hiring

   – Talent Acquisition for our Contact Centers is taken care of by a specialized recruitment team that matches the profile of potential candidates with the client requirements in terms of qualifications, language proficiency, customer centric skills, written skills and industry experience.

2. Training

   - The training structure, shown below, elaborates the 4 critical pillars in training & development of employees at our call centers.
1. Foundation Training: In order to deepen domain & functional/technical competencies across the organization, we have embarked on an initiative to train all the employees on the relevant domain, operation & behavioral certifications.
2. Ongoing Training: Continuous training is for all employees who have finished Foundation training and comprises of the following training types
   

   (a) Competency based Training (CBT)

   (b) Intervention training

   (c) Floor coaching/Mentoring

   Along with Foundation and Continuous training programs, we offer special programs. These include:
   • Special offerings (Coach the coach, Train the Trainer, Transactional Analysis)
   • Training Domain Certification (2 levels viz beginner and advanced)

3. Workforce Management

   – We have a robust and effective Workforce Management function. It is the custodian of Service Level and facilitator of all services related to SLA and Productivity. We leverage our integrated renowned tool Verint Work Force Optimization to provide accurate forecasts of staffing requirements to our clients and monitor agent adherence to schedules, track intra-day performance, and provide management reports.

4. Performance Management

   – We focus on ensuring the delivery of high-quality services to all its clients. Actual performance is tracked against targeted metrics (SLAs) and on quality. For its centers, performance is tracked at all levels, agent, team and engagement. Performance on all key metrics is tracked and reported daily/weekly. We typically use ACD reports and also client systems to generate reports.

Why us?

• We believe in giving its clients a superlative experience in terms of Engagement level transformation. We provide next generation Customer Care services through a combination of Technological and Process Innovation.
• Service excellence office with transformation experts, Innovation lab-cross functional team with exclusive on incubating new ideas.
• Digital Transformation through web and mobile interaction enabled with self-service abilities.
• Our AssistEdge platform provides interactive self-care contextual, automated and Interactive virtual assistance; Smart user environment through integrated Agent dashboard with a Real time expertise manager that can collaborate on email, chat, audio, video and web.
• Our Automation and analytics platform provides front end automation through workflows; resolution repository built through diagnosis provides correlation, Pareto and risk analysis.
• Our advanced contact center technologies provide:

  - Skill based ACD

  - IVR with self-service and CSAT abilities

  - Auto outbound dialing

  - Verint: WFM, quality and analytics

  - Text to Speech

Infosys BPM measures Continuous Improvement using our PPM (Process Progression Model). We measure our call centers’ maturity based on transformation through the engagement life cycle. Based on the transformation & Continuous Improvements, Engagements are certified as P1, P2 or P3 at every step of the certification, we involve the clients and without the clients signing off on the continuous improvements, the engagements do not move to the next level.