We have very specific workflows, SOPs, decision-making processes, and collaboration practices in place, perfected over the years to enable better service for our clients. We are good at what we do, and wickedly efficient too.
We have found the magic formula for keeping our workforce lean, productivity high, and employee engagement through the roof. We are used to adjusting budgets and manpower on demand and it is this flexibility that makes us an asset to our clients.
More than 80 of our team leaders across the region are armed with COPC certification, the industry standard for customer experience operations. COPC certification is a key element of our comprehensive training and QA strategy, and our people are making full use of it.