| At Fusion, we emphasize on a well-designed and standardized call center process flow. While enabling proactive problem and immediate resolution, our proven business process outsourcing processes also help to eliminate the use of unwanted hierarchies and incessant work differentiation among the employees. This simplifies tasks and produces the best results in the least possible time. |
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| Fusion BPO's operational approach is based on an objective of gaining maximum productivity using cost-friendly methods. Our main focus of providing quality results is never forgotten. At Fusion BPO, we replace the usual hierarchies by more process-specific guidelines with each person working as an integral part of the whole unit and each division being independent, but contributing to the benefit of the company as a whole. |
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| Our business process outsourcing approach is especially intended to meet the challenges of minute-to-minute transactional intensity, scalability and process improvement. |
| Effective one-on-one coaching of agents in small teams (5-7). It's a joint effort of the team members and the coach to reach the target. The coach will be responsible for his own target as well as his team. |
| Shift HR/Admin Manager is responsible for Employee Satisfaction (ESAT), Attendance, Attrition, Counseling etc. |
| Process Engineering Team conducts continuous improvement projects and shares best practices across the programs. |
| Customer Management focuses on customer interaction and management. |
| QC Team is responsible for process audits/QA, Quality training and feedback to Coaches/Process Engineering Team. |
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| Call Center Process Flow at Fusion : |
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| Similar to every call center outsourcing service provider in the market, we begin with recruitment, followed by induction and training and finally a transition period (3 weeks). On a more detailed scale, we follow these following steps: |
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| Planning |
| The entire process in offering enhanced business process outsourcing solution is planned in such a way so as to suit the needs of the project size and sale requirements. A hypothesis driven approach is developed with attention given to details at the minutest level. |
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| Training |
| We define the essential needs of training and the standards for trainer certification. A tollgate approach to evaluation and a simulation of the actual process helps our employees maintain the standards of quality and productivity that we adhere to. |
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| MIS/Analytics |
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| Management Information System (MIS) is an automated system that collects, manipulates, and disseminates data or information in a user-friendly format. We detail the MIS requirements, define exception formats and make information available online and to everyone as and when it is entered. |
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| Floor Management |
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| We define and implement visual aids and develop the online FAQ/Knowledge base. A "Quality Circle" approach to team briefing is followed with a Daily Exception Report from MIS/Analytics. Daily tasks are assigned to the coaches/performance enhancement team. Fusion guarantees all its customers a performance level that is unsurpassable |
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| Performance Management |
| This involves formal re-training based on weekly performance scores encompassing SLAs and call monitoring. Also, compulsory knowledge assessment tests for all agents and coaches are carried out every month to keep them up-to-dated with the changes in the system if any. The agents also undergo a continuous and ongoing refresher course. |
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