We are committed  to offer a hassle  free outsourcing experience for our clients and guarantee a higher level of operation reliability. We begin by assigning you an account manager who oversees your account and gives you a single point of accountability. Your account manager works in tandem with you to design a defined business strategy that addresses the specific challenges faced by your business and is targeted at accomplishing your business objectives.

Recruitment: It is essential to put the right team together to execute right and that is why our call center agents undergo a demanding recruitment process to ensure we hire only the best.  We select operators with relevant business experience so that they can drive your account goals successfully. All candidates go through 3 rounds of selection procedure which consists of a written test ,which not only tests their command over English but also gauges their ability to express themselves creatively and articulately, an interview and a typing test. Most of our tech support agents have certifications such as CCNA, MSCE, A+ and degrees such as B.Tech, B.Sc, Engineering, MCA, BCA etc.

Training: Our comprehensive training modules  ensure a seamless  knowledge transfer and are continuously improved based on changing business requirements as well as feedback received from the clients.  To ensure quality, all associates are required to undergo a rigorous training regime before they start interacting with customers. All our voice support agents must successfully complete an accent neutralization program and successfully pass a voice proficiency test prior to proceeding to a thorough and focused training specific to your business and products. Our training program lays emphasis on computer skills, typing, language, culture, current affairs, chatting-etiquette, chat management & problem resolution, industry and process-specific issues, sales sk'ills as well as customer service. The associate are also tutored with relevant case examples from the past in addition to mock chat sessions so that they have some hands on experience prior to going live. We endeavor to foster people connect attributes in our associates so that they are always friendly and professional, mirroring your best image to your customers. We utilize videos, CDs and Internet to better familiarize our agents with the customer 's business environment so that they seem like one of their extended members.

Quality Assurance: Our quality assurance staff regularly monitor and analyze agents chats on a random basis to ensure that their performance levels meet the established quality metrics mutually agreed upon by the Cherry and the client.  Trainers continually walk the floor to evaluate their productivity, performance and efficiency in real time. Their performance is benchmarked against metrics like soft skills in areas such as patiently understanding customer problems, customer service skills, conversion rate, chat handling time, language, ability to express, process knowledge etc. Our quality assurance staff diligently observe the learning curve of each associate and training is conducted on an ongoing basis  that attempts to address specific needs that are recognized for each employee. We also conduct additional time to time process training based on Client Feedback and to meet the changing requirements of the process. 

We send comprehensive weekly reports that span agents' performance, conversion rates or any other data that our clients may require to measure the success of the project. In addition, our clients also have access to real time chat monitoring.