-Caretel has been listed in top 25 BPO in India by Dun & Bradstreet.
-Caretel is Rank 22nd in Dun & Bradstreet's yearly top 500 BPO list.
-Caretel is awarded MSME Call Center.
-Caretel is awarded CPWD Process.
-Caretel has won the prestigious tender of Noida Authority again. Caretel is managing the inbound call center that caters the concerns of Noida’s citizens since last 5 years with operational excellence.
-Caretel Hyderabad again immerged as Winner in operational excellence and awarded as Best Performing Partner 2009 in south for RBPO. Mr. S. Venkat Kumar (Sr. VP RBPO) said in the category of "Best Performing South Partner Processes" - The CDMA Prepaid process for Reliance AP customers, handled by Caretel Hyderabad, is adjudged as the best performing CDMA process for the year 2009.
Press release by Financial Chronicle on 10th August 2009 quoted “Anti Ragging is being run sucessfully, more than 2000 calls are logging every day, it is a ministry of HRD initiative on Supreme Court directions. (refer press coverage)
Caretel Eyes 300 Seater London Centre is covered by Financial Chronicle on 18 th August 2009. Our CEO has not disclosed the content of the entire deal but informed about the steps taken by company to go global. (refer press coverage)
Caretel gets an approval from Department of Telecommunications to go International. This would open new avenues to Caretel to venture into unexplored and niche international markets to add value to outsourcing of services to International clients.
COO, Mr. Rajesh Sehgal quoted “This will result in a paradigm shift for Caretel and help caretel to emerge as a real global player in BPO space".
- Caretel felicitated all employees who completed two years by presenting them with ‘Caretel Wrist Watches’.
- Independence Day celebratations at Caretel witnessed various activities like Bay Decoration, Traditional Dress code, Ramp walk etc. All employees participated with great enthusiasm in all the activities.
To create value for customers, both internal and external, and to achieve customer satisfaction, we shall perform operations without defects by employing people-process oriented Quality System.
Quality team regularly monitors call success ratio, wait time, answering time, resolution, escalation and other SLA parameters.
Quality review meetings are periodically conducted.
Abnormality cards are raised, attracting top management intervention, when such a situation arises.
The entire activity is broken down into several processes and each process is monitored for efficacy.
Robust MIS system is put in place to help management at all levels.
Transition Process The Transition process consists of the following stages:
Learning & Design Stage: » Creation of core team on both the sides.
Creation of steering committee with members from both sides.
Distribution of responsibilities.
Understanding of end-customer requirement & evolution of SLA.
Understanding of existing process & workflow. vUnderstanding of technology in use.
Creation of Infrastructure update plan - if required.
Mapping of process flow into existing set-up of Caretel.
Mutually agreed timelines.
Trial & Optimization Stage:
Trial runs & sensitivity tests
Benchmarking as per SLA and best practices.
Review with client, steering committee.
Improvements in process, training, and technology - as required.
Creation of final process & quality standards documents.
Project Management principles Control and Reporting Defines, monitors, directs all work performed on the project and also maintains a financial view. Resource Management Achieves optimum level of staffing and skills and allocation of infrastructure to support the project. Quality Management Implements quality measures as determined by the time of commencement of the project, throughout the project life cycle. Configuration Management Performs tasks that help to store, organize, track and control all items produced by and delivered to the project.
Inbound and Outbound call details.
Average handling and wrap-up time.
Average Response/Answer time.
Hourly desk manning details.
Reported CSR/TSR details.
Average calls per Effective CSR/TSR.
Productivity compliance.
Average Qualitative rating
