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| Effectiveness vs. Efficiency |
| |
| iCall BPO is positioned in the upper right hand
quadrant of the Effectiveness-Efficiency grid. |
| |
| Quality Effectiveness & Efficiency: |
| |
| P |
Effective monitoring of SLA's. |
| P |
Meeting clients SLA's (Service Level
Agreements) timely and consistently again & again. |
| P |
Timely feedback and followup's. |
| P |
Continuing Training Programs & Employee
Upgradation/ Updation Programs. |
| P |
Process Improvement at all levels. |
| P |
Ensuring efficient resources & effective
utilization. |
| P |
IT Services |
|
| |
| Benchmarking attributes: |
| |
| P |
Excellent SLA performance tracking,
improvement and management methodologies at all levels - Team
Leader to Top Management |
| P |
Manpower attrition in call center industry is
a fact of life and proper documentation, training & retraining
is proposed to overcome this is made to implement independence
of personality and dependence on individual. |
| P |
Strong organizational capability to attain
and maintain high levels of manpower motivation. |
|
P |
Energy and Utilities |
|
P |
Retail |
|
P |
Back office Support Services |
|
P |
IT Services |
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