Operational excellence is our motto. The quality of our call center services is ensured through our detailed customer integration methodology: transition, stabilization and transformation. As a call center and BPO operator, we ensure seamless and smooth operations, by applying ISO standards and Six Sigma methodologies to reduce inefficiencies and providing continuous productivity improvement.
The 6 key elements in place to achieve our operational excellence are:
- Project management – all new accounts are managed through an Account Director, in charges of commercial issues, and an Implementation Manager, in charge of the transition. Once the client has been transitioned an Operation Manager takes over the day-to-day management through the stabilization phase of the project. Working with our process improvement experts, he will be responsible to deliver where needed changes in processes that will lead to additional efficiencies in the operations.
- Recruitment - CallPoint has a very strict 4-steps recruitment process that ensure new employees have the appropriate skills-set, motivation and potential to grow – we are right-cruiting the best talent. Our customers are always involved in the recruitment during the deployment phase in order to make sure we calibrate properly our evaluation of the candidates to the requirements of our customers.
- Learning and growing – Our business is a people’s business. To succeed, we must develop our employees through teaching them professional knowledge and soft and management skills. All new employees go through a structured induction program, followed by project dedicated training. Ongoing training is delivered in order to improve quality of service and efficiency. We see all new employees as future managers and invest heavily in their career development.
- Stable operational infrastructure - CallPoint manages 24x7 operations across its global delivery centers located in Eastern Europe: Bulgaria and Romania. Our call centers adhere to the highest security, health and safety standards.
- Quality management –dedicated professionals are responsible for monitoring key metrics such as productivity, and accuracy. They are integrated in the operations and help identifying improvement opportunities that deliver additional value to our customers. They are supported by our technology – with the ability to record, analyze and monitor conversations, chat and emails. They have helped increasing productivity by up to 50% at several of our key accounts.
- Risk management - CallPoint addresses all the call center key operational risks through appropriate planning for business continuity using redundant equipment, sites. Information security is ensured through strong internal processes (staff training, 4-eyes principle) and external validation (PCI audit, ISO 27000 certification).
