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7. Running World Class Quality Operations - improving quality & accuracy

One of the biggest challenges which always keeps the call centre manager on his toes is meeting the world class quality standards as expected by the clients. The competition is increasing tremendously in the sector and it is not the low cost strategy but the higher
quality commitment which companies use as the differentiating factor while fighting competition. Cost of services offered being marginally same across different BPO players, the clients are also demanding and expecting higher standards of quality service from the Indian companies. Contracts and SLA's are nowadays consisting of stringent quality deliverables and the call centre professionals are continuously finding methods and techniques for achieving continuous quality improvements in their operations. Quality as a function forms a critical piece in the operational structure of the BPO and methodologies like DMAIC and DMADV as per SIX SIGMA philosophy, apart from ISO and COPC project implementations are being adopted across the BPO-ITES Sector.

8. Ensuring End-User Satisfaction

Aligning internal measures such as quality monitoring is one of the most effective means to improve end user satisfaction across all management levels and organisation types, except MNC captives. Captive MNCs link rewards to end-user satisfaction results and this is the most effective practice.

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* Contributed by -
Sameer Nagi & Harsha Rajan Israni,
Management Development Institute,
Gurgaon.