Certification
Octave Global - Approach
OCTAVE GLOBAL offers the following value added services to its clients who wish to outsource their business processes off-shore:
Business Process Analysis
We study and analyze our clients’ business and identify the key businesses processes to outsource off-shore. We provide a detailed no-obligation Return on Investment Analysis to our clients followed up by business consultation sessions to understand their needs.
Vendor Identification
We call upon the proposals from our network of call centers for the project provided by our clients. We further scan the call centers on the basis of their experience and proficiency to suit our clients’ process needs.
Process Transitioning
We transition the business processes to the selected contact center. This includes the transfer of domain expertise, product/service information, business process knowledge, software/CRM expertise, reporting structure etc.
Quality Review
Our quality team listens to the voice files of the calls made/received by the call center(s) and provides feedback in terms of Quality Compliance, Project Boundaries, Sales Skills, Customer Service and Communication on regular basis. We suggest punitive actions if any irregularities are found.
Training and Coaching
We provide periodic remote and On-site training to our call centers on Sales Skills, Customer service, Voice and Accent and Telephone etiquette.
Business Development
We provide additional call centers to our clients to meet their revenue targets as and when required at no additional cost.
Local representation
We act as local representatives of the client to instill trust in the call centers for the client. We act as the first point of contact if call center faces any issues and facilitate its resolution. We keep motivating the call centers so that they continue to work with our clients.
Technology Solutions
We have partnered with leading call center technology solutions providers to provide low-cost and robust technology solutions to our clients.