Quality@HeroITES



Backed by the Hero Group’s legacy of excellence, HeroITES enables to build and sustain effective processes across various interaction points and the back office, while delivering powerful insight into customer behaviour through business analytics. The company has refined BPO operations and has stringent quality parameters & control measures in place to ensure the highest possible quality standards across all its processes and services. We adhere to an effective Quality Management System; constantly analyze process performances and focus on continuous process improvements.

Quality Methodologies

The Quality Function at HeroITES is classified into three complementary sub roles:

Product Quality Assurance (PQA)

Product Quality Assurance is a part of the Product Delivery Process, and one of our unique methodologies to assess the quality of services provided to a client. The objective of PQA is to ensure that products/services are delivered to a client as per the Service Level Agreement. The agreed methodology may include live and recorded transactions (voice or/and non-voice) monitoring, call audit, feedback, coaching & performance improvement planning and calibration (internal and external – with client or his representative/s) to align various quality measurement mechanisms. The PQA person acts as a customer representative to ensure that the delivery team meets the defined SLA’s. As the internal quality benchmarking at HeroITES happens to be more rigorous than targets set by clients, we have always stayed ahead of the quality goals on all fronts – be it the Pends rate (post sale verification), Third Party Group monitoring scores or Sales Audit Scores.

Call and Transactions Auditing: HeroITES has internal standards for monitoring a specific percentage of each associate’s transaction over a set period of time. These transactions are audited along the guidelines discussed and finalized with clients on a periodic basis. We use a stratified random sampling technique to arrive at the account quality on a monthly basis. The Quality Monitoring Tool developed in-house is a part of the HeroLive analytics and the backbone of the call and transaction auditing function. The tool is instrumental in collecting assessment data online, as well as managing all reporting activities. Due to its database nature, the QMT provides complete flexibility when it comes to reporting and analysis. In addition, teams are weekly calibrated – both internally, as well as with client teams, and stringent quality standards are put in place for internal calibration.

Quality Assurance: The quality teams monitors both inbound and outbound calls made by call centers overseas for assessment on various parameters, such as call handling skills, soft skills, diagnostic and resolution skills. Associates are provided with performance reports and feedbacks for call quality improvement and customer experience. Based on the process performance metrics, proprietary in-house tools and techniques have been designed for third-party assessment, including offline call monitoring, and satisfaction surveys which are unique in the industry. This process is generally referred as "Call Quality Monitoring".

Process Management & Compliance

We at HeroITES clearly understand the critical role that processes play in the effective delivery of our business-impacting services. Our well-defined and detailed process management, along with strict adherence to international quality standards, ensures consistent delivery of world-class services. HeroITES incorporates recognized methodologies such as ISO standards. We have built the benchmarks based on COPC to maintain Process Compliance standards.

Each process is guided by a specially devised Business Management System (BMS) which addresses the requirements of all certification standards achieved, as well as the standards intended to be acquired in near future. This integrated approach for all standards and certifications helps in reaping the benefits of all such quality initiatives. HeroITES is 9001:2000 and BS 7799 certified by Intertek(Erstwhile KPMG) and periodic internal audits, conducted by a battery of trained internal resources, are held to track compliance and identify scope for improvement. We also employ Six Sigma-based improvement methodologies in developing effective solutions.

Continuous Improvements

HeroITES is committed to improving its processes by enhancing quality standards and increasing operational efficiency. Adoption and application of ISO, BS 7799 and Six Sigma-based framework help us target continuous improvement as a growth strategy. Our focus areas include:

• Innovating Solutions for Business Challenges
• Internal Business Process Audits for Continuous Improvement
• Bottoms-up Improvement Initiatives

HeroITES has set benchmarks for performance and will continue to scale new heights in terms of quality and efficiency so that our clients may achieve their business vision and experience growth without frontiers.