While global CEOs had equipped themselves for force majeure calamities as well as natural disasters and were ready with their business continuity plans, no one was ever prepared for a COVID-19 situation that could lockdown 150 countries at once and not allow the workforce to reach their offices! The future business contingency plans will, therefore, focus on working from home.
Our teams are holding fort and working from the safety of their home, ready to help customers as always! Read more
At Flatworld, we believe in providing high-quality services. We have a professional data quality management team who evaluates the quality control processes, which are based on the customer’s requirements. The quality team communicates the daily quality results to the customers by using dashboards. Regular reviews are conducted based on parameters, such as, Productivity, Critical Performance Measures, Overall process capability / Improvements, Hiring and Training. The CPM’s (Customer Critical Performance Measures) parameters are based on the customer’s measure of success. Flatworld also ensures that there are daily, weekly or monthly reviews of the process. Read about our call center quality assurance.
Flatworld’s agents are first tested on their speed and accuracy in processing information which is based on pre-determined CTQ (Critical to Quality) fields. Flatworld’s performance monitoring report will then highlight the areas of opportunity, with recommendations to improve. Then the errors or defects which are frequent will be documented and eliminated. Contact us for high-quality data entry services.
Flatworld conducts a regular calibration to make certain that there is no deviation in the quality parameters. The documents which are processed by our agents will be rated by our Quality Assurance team and then sent for a separate rating to our customers. These different findings will be compared. This ongoing process will continue until the ratings of our QA team and the customer are equal each other.
The floor level at Flatworld will be fixed on the basis of our customers requirements. The new agents of Flatworld will have to successfully perform at a specified floor level, before they can start the production for certification. Read about our call center quality monitoring.
Flatworld’s feedback mechanism is a vital part the quality process. We follow a well-planned process which takes into account the inputs, queries and problems of the customer. Our data entry quality process also ensures that the feedback is provided throughout the life cycle of the project. An agent, team leader and the person who deals with the floor performance will communicate the right feedback to the agents
The data entry quality team works intimately with the training department to help identify and provide training to entry-level agents. The quality team also ensures that opportunities are increased for the agents already on the floor. At Flatworld, we ensure that training is consistently delivered throughout the life cycle of the project.
Our reporting plan includes daily, weekly and monthly reports based on the accuracy and speed level. These reports are customized according to the customer’s explicit needs. The data entry quality team regularly sends the agent’s performance trends to the customer, thereby keeping the customer informed.