We design clear Service level agreements with individual customers which include specified metrics as required and monitor our results against these metrics. We also use other internal parameters / metrics that are critical to maintain the goals of the program and share our performance on these with customers on a regular basis. Metrics differ from customer to customer depending on the processes being handled.

The nature and frequency of communication of results is determined to a large extent by the client’s business requirements. The transition and operations team that handles a particular client spends considerable time with client counterparts calibrating metrics on a continual basis to setup a robust reporting system.

We have been consistently rated as among the Top 2 Service Providers (outsourced as well as in-house contact centers) for our Fortune 300 BFSI clients on the basis of our performance on client specified metrics.

From our experience, we have seen that our results continue to maintain a steady trend and fluctuations are rare. Over time, Epicenter and its clients continuously re-set the parameters and strive to match those.

We are confident of our service delivery capabilities and enter into specific productivity assurances (Service Level Agreements) for clients in consultation with them based on their business requirements. Some of the SLA’s require us to maintain both internal productivity standards as well as defined performance standards benchmarked against their internal centers / other outsourcing vendor(s).

During the learning curve we agree to meet 65% of the SLA’s within the 1st month, 80% within the 2nd month and 90% in the 3rd month.