Our Process

To Grow Your Business is Our Business

Processes & Procedures cover the effective operations of an organization and provide standardized rules and regulations for optimal business operations.

Through Business Process Outsourcing we act as an extended arm for our clients, in order to performing business activities on their behalf. Q2 Serves provides efficient services like Inbound Call Center Services, Outbound Telemarketing Services, Live Chat Support Services, Data Entry Services, Web development and SEO Services etc. Therefore, a complete understanding of the clients business, its processes, business practices and the local culture of the area where client's business operations are performed, becomes very important.

Q2 Serves team use the most effective and productive policies for optimal operations in our organization to meet your business targets. We train our Employees with state of the art Interactive training programs developed by international training experts, thereby allowing each staff member to benefit from hands-on training prior to dealing with live operations. Q 2 Serves firmly believes in the importance of training, learning and creating high benchmarks of achievements attained through determining, outstanding business standards. Training inputs are imparted to every employee on an ongoing basis to maintain enhanced performance levels and individual growth.

We adapt a complete BPO process migration and transition management operation which consists of the following activities:

  • Understanding the business of the client.
  • Identification of outsource activities.
  • Identification of outsource solutions.
  • Client interaction.
  • Documentation of operating plan with performance requirements.
  • Pre-process training.
  • Client specific process training.
  • Implementation of project.
  • Continuous quality control.
  • Removal of irritants.
  • Completing the transaction.
  • Implementing the client feed back.
  • Continuous interaction with the client.
  • Comprehensive Implementation.

Q2 Serves comprehensive Call Center analysis & assessment focuses on six key areas:

  • Business Rules and Strategy.
  • People / HR
  • Facilities
  • Technology
  • Process and Procedures
  • Diagnostics

Since learning and development is a continuous process, special attention is paid to the requirements of the candidates in terms of knowledge, skills and attitude. The following programs and workshop are mandatory for all the Associates of our company:

  • Telemarketing skills
  • Listening Skills
  • Telephone etiquette's
  • Customer relationship management
  • Communication and Team Effectiveness
  • Team Building/leadership skills
  • Time Management

Training is a continuous process that begins with fundamentals and philosophies and expands with e-commerce, customer services & e-business solutions. Through product knowledge and Internet marketing research we train our staff in order to get the best results. High Emphasis is payed on product knowledge and role-playing. The Quality Assurance team keeps a close eye on every agent and their incentives depend largely on the basis of their monitored performance. Frequent evaluation of reports for every agent is carried out to judge their conformity with the script, product and the service-specific information.