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The most successful companies in the world have two
common characteristics: they are intensely focused on their core competencies and
they are consistent in the flawless execution of their business model. They have
mastered the art of discrimination between critical and non-critical processes.
Such companies as well others trying to emulate their success have turned to Customer
Interaction Services (CIS), Knowledge Process Outsourcing (KPO) & Business Process
Outsourcing (BPO) for streamlining their operations and increasing profitability.
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CDCGS’s suite of CIS, KPO & BPO services
is a natural extension of our IT Service offerings. Our CIS, KPO & BPO services
are built on a foundation of process and domain expertise, and are enabled by innovative
technologies. They are managed to meet the same high quality standards that our
clients have been accustomed to expect from us.
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CDCGS provides customized global sourcing solutions including offshore business process outsourcing
to a diverse group of clients who rely on us for vertical-specific processes, as
well as shared corporate services. In addition to a broad range of horizontal services
including Finance & Accounting, HR Services, Enterprise-wide Service Desk and
Product Support, we also provide a comprehensive suite of CIS, KPO & BPO services
for the Insurance, Financial Services, Telecom, Life Sciences and Legal industries. |
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CDCGS offers clarity and expedience in delivering
CIS, KPO & BPO solutions. We give clients a clear roadmap that is designed to
enhance productivity and reduce costs through process assessment, process standardization
and process re-engineering. To ensure the highest levels of information quality
and integrity, we follow BS7799 “The British standard for Information Security
Management”. This standard provides a comprehensive set of controls
comprising best practices to establish a robust Information Security Management
System (ISMS) that integrates process, people and technology to assure the confidentiality,
integrity and availability of information. A global infrastructure helps us implement
CIS, KPO & BPO services that utilize the right combination of resources from
offshore, onshore or onsite.
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Infrastructure |
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CDCGS’s strong delivery infrastructure assures
our global clients of seamless, trouble-free service. The high redundancies built
into every section of this network enable us to offer higher service levels and
a global delivery base.
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CDCGS’s primary BPO facilities are located in
Bangalore & Pune, India. At each location we support a 3,000 sq. ft, state-of-the-art
facility that accommodates 250 seats for about 500 service agents (two shifts),
in addition to management and support staff.
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CDCGS has a strong dedicated network facility to establish
a high performance, robust industry standard BPO center. We have created a fault-tolerant,
reliable infrastructure to service the Voice and Data for all process segments.
In this facility, we have high-speed Internet, security systems, database servers
and Automated Call Distributor, while maintaining a pleasant ambiance to suit the
KPO & BPO center requirements.
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Physical Security |
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CDCGS’s facilities include a comprehensive physical
security policy to ensure that all customer processes, data and services are secure
and protected at all times. This includes:
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Security-controlled access to ensure that only authorized personnel are allowed
access, using proximity cards. Proximity cards are configured to allow conditional
access to restricted areas for authorized personnel only.
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Video surveillance, using top-of-the-line surveillance system monitors at important
facility locations. The system is monitored on a 24/7 basis. |
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Security guards stationed at all important locations within and around the facility
perimeter; armed guards are deployed during night shifts. |
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Adequate fire protection equipment has been installed throughout the building in
strategic locations. |
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Technology |
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CDCGS has an expert technology team dedicated to cater
to the needs of our BPO center. This team constantly strives to use the latest technology
to enhance the productivity of every Process we manage. Their focus is to use off
the shelf or custom-designed technology solutions to help our BPO managers achieve
the lowest error rates. They also work on making the Processes as operator independent
as possible. That greatly helps in decreasing the learning curve for the Operators,
further increasing the productivity of our Center. |
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