OPERATIONS MANAGEMENT

All eTelecare employees have scorecards whose metrics are directly linked to your programs KPIs and eTelecare's comprehensive Performance Management System. Starting with McKinsey expertise and best practices learned from our Fortune 500 customers, we have tuned this process to provide a continuous improvement platform that optimizes the performance of your program.

At eTelecare, performing to your expectations is not enough. All program teams are expected to identify improvements that create additional value for our clients. These teams do not receive any credit for these customer value initiatives on their scorecard until our clients acknowledge the potential value and actual delivery of the identified program improvements.

• Metrics created as part of our four step Performance Management System drive at least 25% of every employees compensation
  
• Every program has a unique balanced scorecard created in conjunction with our client
  
• Dedicated Quality Assurance teams monitor calls and identify opportunities for continuous improvement
  
• Agents receive daily/weekly informal feedback and monthly formal evaluations
  
• Low ratios of Team Leader's to CSAs enables them to focus on coaching and mentoring rather than administrative tasks.