Effectiveness & Efficiency

ContactSMT BPO is positioned in the upper right hand quadrant of the Effectiveness-Efficiency grid.

Quality Effectiveness & Efficiency:

• Effective monitoring of SLA's.
• Meeting clients SLA's (Service Level Agreements) timely and consistently again & again.
• Timely feedback and followup's.
• Continuing Training Programs & Employee Upgradation/ Updation Programs.
• Process Improvement at all levels.
• Ensuring efficient resources & effective utilization.
  

Benchmarking attributes:

• Excellent SLA performance tracking, improvement and management methodologies at all levels - Team Leader to Top Management
• 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.
• Strong organizational capability to attain and maintain high levels of manpower motivation.