Standards are used globally by both buyers (clients) and providers of customer-contact and fulfillment services (collectively called customer-service providers, to improve the service quality provided to end users and to reduce costs.

In pursuing standards, V-Contact has made a firm commitment to quality. Our objective is to improve the overall quality and performance levels. Our Standards sets forth a set of minimum requirements that we must meet in order to ensure the quality of the products and services we deliver to end-users and outsourcers.

Our Standards describes performance management approaches we must institute and defines the metrics we must use to evaluate the effectiveness and efficiency.It represents a performance management framework. The Standard's framework links a customer-centered performance objectives with operational processes and the people that manage and maintain them. The objectives, processes, and people are in turn linked to the statement of direction and strategies that propel and sustain them. This integration ensures that customer focus and efficiency drive performance, behavior, and direction. Client- and end-user-driven excellence and efficiency are the desired end-states for management and improvement framework.

At V-Contact we endeavor to hire and retain the best. We hire based on a mutually agreed upon hiring profile developed in tandem with our clients. The recruitment process is flexible and can be adapted to evaluate client specific skill requirements. 

All our CSRs are either college graduates or hold equivalent degrees. Candidates go through a written test that consists of sections on English language proficiency, Internet awareness, critical reasoning.. Successful candidates then go through multiple rounds of interviews that focus on spoken English, voice quality, diction and articulation. In addition, each candidate is closely evaluated for key soft skills - teamwork, customer empathy and the willingness to learn. For candidates who have prior work experience, reference checks are made with previous employers. Further, if an employee is designated to work on a project involving sensitive information, a reference check on integrity is done through private intelligence agencies.

Our acceptance rate of 7-15% ensures that only the best candidates get selected. Team leaders, supervisors and quality control staff are also recruited with the same rigor and diligence.

It is our endeavor to foster a culture of continuous learning and growth. The skill sets of CSRs is a very important ingredient for world class customer support. Consequently, a lot of emphasis is paid on new inductee and ongoing training of our employees. There is a dedicated team of trainers at V-Contact. V-Contact also has tie-ups with several training institutes and associations for training on specific skills. 

Our current facility has dedicated training areas. 

New inductees are put through an intensive training covering communication skills, customer service and software tools. The training is interactive and is a combination of classroom and floor training. We use audio-visual aids and have practice exercises and tests built into the curriculum.. A separate module on security covers both data security and physical security. At this stage, the CSRs are also trained on the CRM software that they will need to use. Those CSRs who would be working on projects involving voice-based support would also go through a separate module. 

Our collaborative product training, which run by the client's trainers in conjunction with our trainers, ensures that each of our CSRs is equipped with the same knowledge, understanding and skills, as one who joins our client. The duration of this training will depend on the complexity of the project and can be between 1-3 weeks. During the program design process, the planners evaluate a program's requirement for client training. The length and duration of the training varies upon the complexity of the product set, special offers, and customer needs. V-Contact provides clients with a detailed outline of information they need to maintain training quality and consistency and ensure that all relevant issues are covered.

At the end of the training, a CSR is tested before he/she is certified to go "live." Based on client requirements, this testing could be done internally or in conjunction with the client.

We conduct refresher programs at regular intervals to keep our CSRs abreast of client requirements. CSRs are routinely tested to ensure that their skill sets match the demands of delivering superior performance. Contact Point strives to provide clients with the most knowledgeable and productive staff in the industry.

Our training teams meet with the General Mangers' of the Client Touch Teams' on a regular basis to stay abreast of changing needs and develop ongoing education and training programs. 

These programs could be instructor-led and/or mentoring programs and include:
- Product training
- Problem-identification and problem-solving skills
- Customer service skills
- Verbal and written communication skills 

Since CSRs are dedicated to a project on a full time basis, they develop an in-depth understanding of the business. This enables the CSRs to move up the learning curve to handle Tier 2 and Tier 3 requests in a short period of time.

Quality is the most important performance indicator at V-Contact. V-Contact has made a firm commitment to quality.

V-Contact has well-defined QC metrics for all its programs. The standard metrics are customized to meet the needs of individual programs.

We also encourage our clients to do regular calibration calls, as well as remote monitor interactions to ensure that our quality evaluation systems are completely calibrated and synchronized.

Quality Control Executives (QCE) who form part of the ClientTouch Team – V-Contact’' account management structure-- perform the quality audits. All quality control executives are trained as per standards.

Quality audits are performed every day for all our CSRs. Quality evaluations are done on a weekly, fortnightly or monthly basis as per the requirements of the project.

It is extremely important that the client and V-Contact have a consistent measure of quality. V-Contact' distinctive "Quality Calibration Processes" ensures that our measurement techniques are aligned with client expectations. The QCP has been an important factor in our ability to exceed client quality metrics on a consistent basis.

V-Contact has a comprehensive knowledge management system to ensure that our CSRs have access to the most up-to-date information about your business. We currently use several means of accessing knowledge -- the Internet, our Intranet (HumanNetTouch™) and client provided knowledge bases. This has assisted our teams in lowering average handle time, decreasing the cost of doing business, and increasing overall satisfaction. We are actively evaluating Native Minds, Island Data, Primus and some other proprietary tools for knowledge management and Auto-Response capabilities.

Selected members in the Client Point Team (CWT) work closely with client representatives to ensure that the knowledge bases always reflect the latest changes in products, services, and business practices. Our CWT members are also trained on how to collect, troubleshoot and author new information that is checked before being added to the knowledge bases.

HumanNetTouch is a dynamic, comprehensive, web-based tool designed by in-house professionals to enable easy access to a very intense repository of information. It serves as a real-time communication tool for all CSRs, providing up-to-date corporate announcements, human resource information, quality and process tools and best practices. There are also client specific sections that provide detailed content to the CSRs, enabling successful completion of the tasks associated with their areas of responsibility. This tool also allows for easy monitoring to ensure each agent on the Client Touch Team "checking it out" on a daily or multi-daily basis based on the client's requirements.