DelhiCall is committed to manage your email traffic for you. We strive to build exceptional quality customer relationships for you by guaranteeing exceptional quality of response. We follow four techniques in responding to your customers:

We work with our clients to build/ access exhaustive knowledge bases and response templates. We make sure that we are periodically updated about relevant business issues/ decisions taken by the client to enable us to respond better to the customer. Our customer care specialists subjected to rigorous training sessions, which orient them to critical aspects of your business such as web site structure, OLTP systems, key elements of customer service policies and overall cultural orientation. We believe that all of this is vital to deliver a high quality, "best in class" response solution for our clients.

The process workflow is designed to cater to diverse situations. Our extensive knowledge base enables us to access concise and accurate responses to customer queries and problems. Exceptional cases are escalated first to DelhiCall's Quality Editors and Team Leaders and subsequently to the client using a carefully designed escalation process. This process is designed to ensure a quick response time and does not allow escalation to "fall through the cracks" due to lack of ownership.

At DelhiCall, quality is a vital independent function. Our quality editors ensure that responses are framed in a structured form and are accurate and complete in all respects. They also facilitate quality delivery through random checks and ongoing assistance to our customer care specialists. Our quality team runs periodic quality programs and we have implemented quality circles, which focus on building process efficiencies and improving overall quality and productivity of the delivery team through ongoing process redesign.

We try to anticipate the customer's next question and attempt to make the first response as comprehensive as possible to ensure one contact resolution. Our customer care specialists are measured in terms of the number of repeat messages they need to process for the same customer and for related queries. We encourage minimization of number of contacts - it has a favorable impact on both customer satisfaction and processing costs.

We believe that we are well positioned to deliver a strong value proposition to our clients- • Consistent quality , Substantial cost efficiencies, Round the clock support.