Methodology

I-Serve Systems is a world-class corporation in India which serves by integrating skilled people, tested practices and innovative technology in providing a range of services including Call Centre facilities, Service/Facility Management and Back Office Solutions.

Training

We train our agents to efficiently track customer service requests and immediately route customer queries based on their training and expertise.

On site Training

Our training supervisor from the UK assesses the progress of all of our agents regularly.

Training topics include:
  • In-depth product knowledge.
  • Importance of customer service.
  • Communication skills.
  • Leadership skills.
  • Team building.
  • Resolving customer issues.
  • Regular assessments.
  • Individual feedback.
  • Interactive refresher sessions.

Quality Assurance

Our Agent Supervisor constantly monitors the agents' performance providing on the floor support while agents are answering real time customer queries.

i-Serve's Quality Assurance Team ensures that every agent delivers quality service at every customer contact. We bring to the world a whole new class of services and a unique approach to customer satisfaction. We serve to the world and an extensive portfolio of services in the most professional manner and also adhering to the industry standards.

We have an in-house quality monitoring process that utilises formal instruments of measurement. This process establishes exceptional quality levels and tracks agents' performance based on the following criteria:

  • Courtesy.
  • Communication.
  • Call control skills.
  • Product or service knowledge.
  • Overall professional conduct and performance.