ProCom - Process Compliance Monitoring Solutions
Why ProCom
Monitoring customer interaction calls for compliance with prevailing laws, company guidelines and professional standards is increasingly a ‘must do’ activity, particularly when outsourced services are used. The nature of a compliance validation process with its rule based approach makes outsourcing and indeed off-shoring this activity a possible. The benefits of using a specialist service provider include access to technology, volume capability and a process approach which improves integrity and efficiency of the process. ProCom from Nirvana can reduce compliance monitoring costs significantly in comparison to in-house resources while delivering quality.
About ProCom
ProCom from Nirvana offers call center clients Business and Legal Compliance Monitoring services. Our associates will listen to the voice file and check for compliance criteria (such as mandatory statements to be told to customer, misrepresentation of product features, unclear acceptance by customer etc.) and will accept/ reject the sale based on evaluation of these criteria. The benefit is that 100% of the sales calls are verified for legal and business
compliance issues and what gets passed are all clean sales. Nirvana provides these services to both inbound (sales and customer service) as well as outbound telemarketing call centers.
Our Approach
Nirvana’s approach has been to invest in and deploy tools which increase client visibility into the service delivery process. Much of the technology we deploy would be fairly described as ‘state of the art’ because these tools have been often seen as luxuries by most call centers in their build out. Nirvana’s service delivery approach is not a technology play, we clearly recognize that it is those who use the tool who are the key to quality service delivery – our Associates.
We ensure that we have the right skills and talent in our associates for the job - an eye for detail and a strong work ethic supplemented with process specific and industry specific compliance needs. All our quality and compliance assurance process associates have had previous call center experience and familiar with the mindset of Customer Service Representatives.
Our associates undergo a certification program conducted in-house by our Certified Lead/Trainer, and would have proven their abilities on in-house quality programs before working on client programs. We use a sophisticated call recording, tagging and retrieval platform. This is used to efficiently apply client specified rules for sampling of calls for monitoring. Compliance assurance uses predefined templates which ensure consistency and scalability. This also
enables traceability, team calibration and allows the development of precise remedial trainings.
Client Login | 
Download Corporate Profile
