Methodology

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Know, How we develop the "know-how" to optimize the results

"Attaining customer delight by exceeding expectations on all counts is the core mission of our organization. We endeavor to understand the finer details and needs of the client, and believe in delivering and executing “absolutely positively, whatever it takes”

To know more click on the following links:

» TRAINING
» QUALITY ASSURANCE


Professional Training, 'Know-how' Focus

The training at YANTRAM broken up into the following module:

» New recruit training
» Client Specific Training - includes product and process training
» Ongoing Training and Assurance of Skill Levels


New Recruit Training

Led by YANTRAM 's in-house trainers. Coverage includes

» Communication Skills » Customer Service skills
» US/UK culture and accent training
» Interactive training using audio-visual aids, quizzes, role-plays, etc


Product Training

» Initial batches are typically led by client trainers
» Ongoing training managed by YANTRAM 's in-house trainers
» Clients participate in certification process


Operations

» Transition period between classroom to operations floor
» Associates are closely monitored by a cross-functional team from training, quality and operations
» Sample of interactions monitored is higher than in steady state
» Instant feedback provided and any onsite training conducted, if required
» Refresher programs conducted at regular intervals


Professional Training, 'Know-how' Focus

At YANTRAM we take pride in staking our name for commitment to quality and our passion for the business that we are in. What sets us apart is not that we use state of the art technology but that we at YANTRAM subscribe to the belief that our agents are our most important asset. They are the only people who speak on a one to one level with the customers. Each of our agents is aware that he defines the quality of the organization.

The four tenets to the way we manage quality:

» Dedicated QC QA organization, trained as per client specifications.
» Definition of QC metrics in conjunction with our clients.
» Quality monitoring both side-by-side and remote, with a closed-loop feedback mechanism.
» Joint calibration with clients on an ongoing basis.