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DELIVERY
Transitions Approach
Based on the experience of having migrated over a dozen programs offshore since our inception, we have developed a 3-phase approach for program transition and delivery.
The key elements of this approach are:
Study Phase
We work closely with the client team(s) to understand and define functional and technical requirements, which include :
 Profile of associates and supervisory staff for the program.
Training Needs.
Definition of KCRPs and KSPs as per COPC requirements.
Infrastructure, Technology and Connectivity requirements.
Transition Phase
Our transition team visits client site and the key objectives of the visit are:
Map processes and adapt, if required.
Develop training content, if required.
Undergo the Train-The-Trainer program.
Understand quality processes including quality calibration.
Back at our operation centers in India, the activities underway include:
Recruitment and training of associates.
Establishing connectivity to client systems.
Setting up of infrastructure as per client specification.
Client specific training.
Launch Phase
Track SLAs.
Launch program.
Conduct early process audits.
Conduct process improvement procedures.
Demonstrate meeting of SLAs, quality and cost benefits.
Project Staffing
Promyx has a project-based organizational structure. A dedicated team is created for every project that comprises members across all functions, i.e., operations, training and quality. The team is created and empowered to ensure that the resources necessary for serving the client's customers flows across all functions, such as client services, technology, and the customer-contact team, to meet the needs of the client's customers.
An experienced General Manager, who in turn reports to the VP Operations, heads each such team. The General Manager is responsible for the end-to-end execution of the project, including operational performance, client and end-user satisfaction and financial performance of the project. Based on client-specific requirements we can also provide our staff to be stationed onsite at the client premises during the initial launch phase and during ramp-up.
Using this client-centric process, we eliminate many of the barriers to effective communication and teamwork, and our associates can contribute better towards meeting our client's goals.
Staffing
Ability to staff programs and queues based on daily call arrival patterns to maintain service levels and productivity norms.
Quality Philosophy
Promyx Quality objective
" To continuously strive to be known as ' The Best Quality Service Provider 'in the contact center services space, by adhering to world-class quality parameters at all times with exceptional results as the bottom line.”
We strictly follow an in-house quality process at Promyx, and we are planning to certify our processes with quality standards like ISO, COPC and Six Sigma in the near future.
Corporate Quality at Promyx.
At Promyx, Quality implementation is the base and is practiced to ensure that all the processes are functioning as planned. This enables us to identify the root cause of the variance and take effective steps to eliminate the discrepancies in time.
Overview of Promyx Quality Practices
We have instilled stringent quality assurance and control measures across the organization. Promyx believes that sustained quality is most vital for our existence and success.
At Promyx the Quality of Services (QoS) is not limited to just contact center operations. All activities that could directly or indirectly affect the service delivery and / or compatibility with client expectations are viewed as detrimental to quality. We are now in the process of building a long-term quality program, which drives a continuous improvement process internally.
The basic framework for excellence started from the first day of inception of the company for complying with "best practices", international quality standards and methodologies such as ISO, COPC and Six sigma. We believe that compliance to these standards would help us to:
Improve our systems & processes.
Focus on Customer Delight.
Maintain consistency in the services and deliverables.
On an ongoing basis, Promyx strives to value-add to our client's system, based on in-house programs and the overall corporate quality initiatives.
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