QUALITY ASSURANCE
   
 

BNKe is a process driven BPO center. All processes and procedures have been designed and developed in keeping with best practices in the industry worldwide by Ernst & Young. A separate department carries out the Quality Assurance processes. The quality standards expected by clients drive the floor and are ensured by the Quality Assurance team. All individual processes have their own QA personnel fully trained in the product and they carry out monitoring both live and through the voice logger. All QA evaluations are Campaign specific. In addition to the Quality Assurance department BNKe also has a Quality Audit team and an Analytics team who are independent of the Quality department and who are directly under the head of operations.
 
The process adopted to enable us to provide our clients and their customers excellent quality is
 
  • Defining the operations process
  • Measuring process performance (metrics)
  • Reviewing process performance
  • Identifying areas for improvement
  • Analyzing process problems
  • Implement process changes
  • Measuring the effects of the process change
 
BNKe uses the continuous process improvement program to ensure improvement in quality and this begins by rating the following
 
  • Customer and client feedback
  • QA scores that measure agent effectiveness
  • Reporting mechanisms that measure call times and volumes
  • Special reports by Quality Audit Team
  • Quarterly employee survey
  • Employee development progress evaluated in the performance management and review process
  • Operational processes that include metrics comparisons and flow charts 
  • Identifying redundancies and inefficiencies
 

We maintain and improve these activities by measuring and evaluating all programs as well as calibrating with the dedicated onshore management team of the client.

 

 
 


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