Quality
At Nirvana, quality is an integral way of life. The organization's primary objective is to ensure consistent quality delivery at all stages of the partnership engagement and constantly bring about quality improvements, both at the time of transition as well as production. Productivity gains resulting from these quality improvements are shared with our partner to ensure incentives to initiate and implement such improvements for both parties.
Nirvana focuses on quality at every point of the service delivery chain
We have clearly-defined and measured quality processes in place and a quality 'mindset' is communicated and reinforced throughout the organization by linking performance appraisal and quality scores. In addition, our quality monitoring solution records 100% of the calls and also gives us the flexibility to monitor and critique over 125 attributes of the call by an associate.
Our integrated operations, quality and training structure ensures prompt feedback with respect to performance issues.
Technology as an enabler for driving quality
We have made significant investments in technology for monitoring and improving quality.
Our technology infrastructure (Witness Systems eQuality Suite) enables:
- Continuous performance improvement based on capturing intelligence from targeted customer interaction
- Evaluating performance against business goals
- Delivering learning to raise the level of performance
Nirvana follows a practice of 100% voice and screen recording for all processes. Our Business Intelligence infrastructure value insight provides us with precise actionable information, leading to increased control and continuous improvement.
- Rules based workflow
- Proactive alerts based on thresholds
- Multi-channel escalation capability
- Realtime dashboards
- Integrated problem tracking with knowledge items
“I am writing this letter to commend you and your team at Nirvana for the outstanding services you provided…Your professionalism, responsiveness and quality truly sets you apart from other outsourcing organizations.”
- Customer Voice
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