Wisemine - Business Process Outsourcing (BPO)

BPO/KPO Process and Security

Operation

This step involves the following:-

Evaluation of parameters
Quality Management
Daily/Weekly/Monthly reporting
Regular team meetings
Review committee
Monitoring & Governance

The Operation phase stands on three important pillars-

Technology
People
Process

Maintenance & Improvement:

Wisemine follows a diligent monitoring process whereby the management is able to identify problems, maintain quality standards and compliance, and improve overall performance. Use of methodologies and processes such as Call Monitoring, monitoring of Average Handling Time (AHT) or Time Per Item (TPI), script adherence, Defect analysis, Root Cause Analysis (RCA), Lean management, and other such quality assurance tools help improve operational efficiency, reduce number of errors, provide quality service and enhance customer experience.

Technology:

Wisemine employs advanced technology to speed up information flow and access, make more efficient use of contact center resources, and ensure data protection and information privacy. Among these are

Digital security, such as Firewall protection, limited internet access at user level, anti-virus and anti-malware suites, etc.
Network-based routing,
Voice over Internet protocol (VoIP),
Interactive Voice Response (IVR) and recording applications,
Compliance processes,
Role-based security
Access control for social media and personal e-mail

Recruitment

Wisemine’s recruitment practices facilitate generation of a talented and suitable resource pool that bring in fresh ideas along with intuitive communication and rapid on-the-go learning skills. Our recruitment practices are synthesized keeping the following points in mind-

Candidates’ suitability to the work environment
Candidates with a self-imbibed recognition of the importance of data security
Hiring resources who are efficient, patient, confident and adaptable
Reduction in attrition and availability of back-up
Increment in agent’s productivity and creativity through training and learning

Location

Location or physical security is as important as digital security. Wisemine pays strict attention to the maintenance and protection of sensitive data related to clients and, to this end, has deployed measures that include-

Biometrics-enabled access
Interior surveillance cameras
Limited access to server rooms
Badges for employee identification
Restrictions on carrying mobile phones and portable storage devices inside the floors
Zero-tolerance Policy (ZTP) against data theft
Back-up generators in case of power issues
Correct control method in case of fire or electric-complications, such as smoke detectors, fire extinguishers, etc.