Business Excellence

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At e4e, we are committed to delighting our Clients by exceeding their expectations consistently. Built on Six Sigma, ISO and COPC framework, our Quality Assurance processes are designed based on our customer (Client and end-user) requirements to assist the Operations team to meet and exceed customer requirements.

The e4e Quality function thrives on feedback from four vital sources –

1. Transaction Monitoring
2. Customer Survey
3. Social Media
4. Client Feedback

The Transaction Monitoring process is a flexible entity which takes inputs from the above mentioned sources to eradicate issues plaguing Customer Experience by providing feedback at (a) program level and (b) agent level.

The Quality Assurance Team adopts various forms of monitoring based on need & requirement to measure overall Service Delivery Quality i.e. Transaction Monitoring, Case Reviews, End Customer Feedback Analysis & Process Audit to measure compliance to business rule.