Each of our clients has one single point of contact -- their dedicated client manager -- to ensure our activities continue to remain aligned with the client’s goals and to ensure issues are swiftly resolved. Because our service delivery function is organized into business units by functional area (eg. care, technical support), continuous improvement best practices from each area are shared across programs, centers and regions. An example is our systematic, behavioral based approach for sales agent coaching, training, and evaluation that is proven to deliver superior sales results.

 

Best practice processes for shared services such as recruiting, training, quality assurance, workforce management and reporting are deployed across regions to ensure consistent, high quality results.

 

eTelecare invests substantially more in middle management at our delivery centers with lower spans of control than industry averages.  This allows for significantly more one-on-one agent coaching which optimizes performance. Leading the eTelecare Way (LTeW) – our proprietary, standardized performance management process provides real time coaching and techniques at all levels of management to reinforce desired behaviors.

 

Our Quality Assurance group is accountable for results on the operations floor with success measured using the same key client metrics incorporated into the operational scorecards. Learn how our proactive approach to quality assurance helps assure your program's success >here.

 

Merely meeting your goals is not enough. That’s why our agents have stretch goals for continuous improvement, and our managers are required to identify program improvements that go beyond your expectations. Our management tools are among the most robust in the industry, using a wide variety of instruments to drive performance, including stack ranking, error scrubbing, root cause analysis, ongoing coaching and performance-based bonuses.

 

By using this performance management system to create a culture focused on quality and high-performance, eTelecare assures your program’s success.