Our process that leads to high quality service delivery is six-fold.
- Process Migration Expertise
To start an implementation, an experienced Spanco BPO Transition Manager engages with the client to develop a mutually formulated transition strategy, along with detailed process maps, ramp plans and timelines and knowledge transfer requirements.
- Hiring Qualified Talent
Spanco Human Resource has an eye for the talent as we recruit qualified people to deliver quality service to your customers. We undergo a speedy, robust and effective hiring and selection process to build a dedicated team that meets both Spanco BPO and your qualification requirements.
- Training for Excellence
Our structured training program includes proprietary interactive methods to ensure that qualified, skilled and highly trained professionals are at the service of your customers. Our dual-track training includes standard modules that build skill and knowledge competency in language, customer service and selling skills, as well as client-specific modules that train on the client’s products and systems.
- Operations Excellence
With continuous agent monitoring and immediate issue resolution protocols, we ensure the delivery of consistent, high quality customer interactions. We align with your goals and constantly track KPIs and metrics. Real-time dynamic scheduling and reporting streamlines scheduling and further reduces costs so that you always receive high value, reliable service and maximum productivity levels.
- Performance Management
Through powerful real-time reports, predictive modeling and forecasting, higher first call resolutions and consistent, highly satisfying customer experiences we provide increased customer retention. We also provide insightful business intelligence analytics that are often leveraged to increase campaign effectiveness, generate incremental revenue, and establish new standards for service.
- Quality Assurance
Our dedicated Quality Assurance department does everything from auditing phone programs through recorded and live monitoring, to monitoring e-mail and other non-voice based processes, for quality scoring. They continually monitor performance and identify problems at the onset to enable quick resolution while maintaining high performance, consistency and quality scores.
To maintain high quality standards is one of the prime objectives that Spanco BPO consciously strives for. As a part of business excellence initiative, we make the systematic use of quality management principles and tools in business management, with the goal of improving performance based on the principles of customer focus, stakeholder value, and process management. Some of the tools used are the balanced scorecard, Lean, Six Sigma statistical tools, process management, and project management. The essence of the Methodology is to concentrate on a perfect blend of focus between Processes, Technologies and Resources.
At Spanco BPO, the Business Excellence (Quality) function is bifurcated into two domains:
- Delivery Excellence (Transactional Quality)
Delivery Excellence results when the operation as a whole is greater than the sum of the parts. Delivery Excellence is building on the traditional organizational improvement programs and extending them to focus on generating value for Spanco BPO and its customers. Delivery Excellence is focused on delivering measurable, repeatable and predictable business results through continuous improvements in effectiveness, efficiency and product/service levels. We extend support to increase accuracy, reduce turnaround time and also provide backend support to facilitate service delivery of our clients and associates in process transactions.
- Process Excellence (Strategic Quality)
Our expertise is recognized across our clients at different locations and supported through leading industry ratings and certifications. We comply with industry standards and methods such as ISO 9001, ISO- 27001-ISMS &PCI DSS. We also embrace LEAN / Six Sigma to ensure continuous quality and process improvement. Our proprietary methodology to design BPMS, which incorporates best practices from COPC & QMS, aligns closely with these standards and methods, and ensures consistent service delivery at Real time.
Benefits of delivering Business Excellence of the processes:
- Increases customer satisfaction
- Improves productivity or company efficiency
- Improves business relations
- Improves time efficiency of every single process
- Improves competitive strength
- Helps reduce operational costs
- Improves brand image of products and services