SSI value Proposition:

Partnering with SSI for all your Contact Center needs, adds value to your business processes as you can focus on your core competencies and optimize business performance to drive value creation.

SSI Client acquisition & transition

Each campaign starts off by understanding client requirements and the goal to be achieved. Once all the client requirements have been validated, SSI brainstorms with the team to identify the right solution and costing. Along with the client company, we go through a series of steps to insure a smooth transition of the project. The transition team develops SLA acceptance, ongoing metrics and grid to maximize campaign efficiency. The operations team handles responsibilities like script refinement, agent training as well as capacity allocation to make the campaign successful.

We monitor agent operations physically in the Contact Center and ensure maximum results. To make our clients comfortable with the quality of the Contact Center, we offer various quality control systems including remote monitoring facilities.

Recruitment and Training

SSI plays a very major role in recruiting the right agents those posses matching skill sets to client requirements. We conduct one on one interviews to choose agents and form the best of the lot. During the basic Call Center training, our agents undergo various processes including accent neutralization. After the basic training our CSRs receive weeks of training to help them understand client business and processes. We provide a work friendly environment and motivate our CSRs through various incentives.

Quality Control

We practice various quality processes such as "Continuous Improvement" and "Quality Function Deployment" to make sure that our client receives top of the line quality.

Processes

Our Centers practice ISO 9000 and Six Sigma standards.