|
Related Information
|
Methodology
At SYSTEM EDGE, our years of
experience with the world's leading companies have helped us understand how
technology can help global businesses meet their needs. Our delivery model
encompasses multiple processes and methodologies to take the surprise out of
projects and do a smooth transition management for our customers
SYSTEM EDGE
Service Delivery Model
For BPO projects, we follow the SYSTEM EDGE Service Delivery Model, which is a
robustly defined framework to manage the complete BPO process migration and
transition management and has been developed based on the experience gained from
migrating more than 390 remote business processes to India over the past ten
years. This proven service transfer platform is designed to ensure process
integrity and minimize inherent migration risks.
The model includes a tried and tested
Transition Toolkit to support transition management by ensuring that there is a
documented methodology with formats, tools, guidelines and past learning in
place to aid the transition team in de-risking the transition of a customer's
processes and reducing the pain of migration as much as possible. A coordinated
project management system captures critical client documentation and
incorporates an extensive knowledge base that assists the transition management
team in understanding, duplicating, and migrating mission-critical business
processes.
Talent Acquisition
The SYSTEM EDGE hiring process
is geared to absorb the right fit and take into consideration not just the
skills, but also the values and attitudes of prospective candidates.
Customer Support Executives, and Team Leaders are hired using a
specially-designed "Hepthalon Process" that tests for key skills and
expertise required as well as attitudes like "Fun-Do", "Gels-Well",
"Response-Ability", "L-Attitude", "I-Can-Do".
A key focus is on looking for candidates with "Service Excellence"
abilities as demonstrated through customer orientation and focus on Quality.
Talent Management
Managing talent is probably more
difficult then acquiring them and we have invested significant resources in
designing processes for the same. Our credibility as an employer of choice helps
us in retaining the talent and we have developed a model for higher motivation
of our employees.
Training
With a customer-specific approach,
our training also imbibes a customized curriculum and focuses at on-the-job
training along with comprehensive classroom sessions. Extensive expertise and
training is provided in case of new account openings and clients are also
invited for the same. All the requisite parameters are tested and sales and
service skills are imparted to the trainees.
Soft skills focus on excellent communication that includes:
-
Grammar knowledge, perfect spoken
English, accent, comprehension and customer-service skills.
-
Nurturing and maturing customer
service into sales.
-
Telephone skills, customer care,
sales techniques.
-
Handling difficult people which
imbibes negotiation skills.
-
Culture capsules, customs and
traditions, legal issues.
-
Encompassing team leader
techniques.
-
Gaining pre and post sales training
that includes customized scripts.
Technical Skills
The technical skills include the knowledge of Office 2000 and computer basics,
with sufficient familiarity with the Internet, E-mail and typing techniques.
Customer Relationship Management (CRM) information is also imparted with
technologies like CTI, ACD, IVR and Predictive Dialer.
|
|
