What is KPO
KPO stands for Knowledge Process Outsourcing, the newest form of offshore outsourcing.
KPO is the delegation of knowledge-related work to a specialized external party
aiming at achieving high quality output whilst managing costs. KPO includes conversion
of data into information, information search, deep-rooted information analysis and
interpretation.
KPO requires highly educated caliber of people, industry & business experts, as
well as a close relationship between the KPO supplier and the client. KPO is knowledge
intensive, above and beyond the normal focus on business processes. KPO can be viewed
as a continuation of BPO, though more complex due to its partial involvement in
the business & possibly decision-making, and not only the processes.
KPO is particularly useful for customer and knowledge centric organizations, which
rely heavily on the utilization of customer intelligence in their decisions and
strategy development. Examples of KPO include call centers, market research, customer
service and content creation.
KPO Services
VIS Methodology:
VIS adopts a three-step process to ensure practical and personalized quality of
service to its clients
Customer Needs Assessment
• Needs Analysis
• Audience Profiling
• Service Customization for a perfect client fit
Service Delivery
• Instructor-led Programs
• On-the-job Training Support
• Shadowing
• Coaching
Post Delivery Valuation
• Health Checks
• Evaluation Models
• Intervention Findings and Recommendations
VIS Team
VIS consists of a diversified team with up to date knowledge, skills and experience
to support clients in achieving their objectives and goals. VIS team constitutes:
• Certified ‘Master Learning Professionals’
• Certified Content Designers
• Certified Professional trainers
• Certified Advanced facilitators
• Certified Performance consultants
• Certified In emotional intelligence
• Certified NLP practitioners (Neuro linguistic programming)
• Certified TLT (Time line therapists)
• Certified in Six Sigma Process Improvement Methodology (Master Black Belts)
Through our BPO training center, we provide instructor-lead training curricula to
contact center managers, team leaders, and agents
Our training program includes industry-specific metrics and service level management
as well as soft skills training
Our range of services also includes on-the-job training, job shadowing, mentorship,
and assessment
Quality Improvement
VIS offers its clients highly skilled experts in the area of customer care/call
center quality assurance and control to help them determine the different areas
that need improvement, analyze processes, instill specific quality measures to ensure
a world-class quality output.
VIS provides practical solutions and recommendations to quality improvement issues
and also extends its services to offering on-site visits, shadowing, coaching, mentoring
and on-the-job training.
Call Quality
The first step of Quality improvement is defining what quality is and setting the
standards and service levels for your workplace. Typically such a step takes place
through customer service training (Serve with Heart, X factor and Pole Position
Programs provided by VIS).
Call Monitoring:
The second step of Quality improvement is monitoring the quality of the customer
service calls. Monitoring calls help define the quality of service against tangible
factors like greeting and closing the call, tone of voice, average handling time
and product knowledge. Depending on the volume of calls and the nature of the business,
a recommendation of whether to monitor all calls versus random monitoring will take
place.
Types of Call Monitoring:
• Call Recording: System fully or partially records calls for management to play
back and improve on call quality, average handling time, customer satisfaction,
etc.
• Live Remote Observation: Another employee is hearing the call as it takes place,
from a remote location. This helps give specific and timely feedback on the agent
level or it works as part of live training for the employee.
• Side-by-side Observation: This type of call monitoring is also used to determine
the efficiency of the agents with the systems in place as well as give live feedback
that can be incorporated within the same call.
Coaching
The final step of quality improvement is coaching the employee on their work. VIS
enters into coaching agreements with its clients when necessary to ensure that clients
are maximizing their opportunities and working towards better quality output and
more effectiveness. Coaching is different from teaching or consulting. Coaching
allows the employee to figure out what he did right or wrong on his own. Throughout
the process, VIS works on maintaining the employee’s confidence levels through providing
positive constructive feedback.
VIS adopts the GROW model in defining the structure of the coaching conversation.
Setting the Goals, looking at the Reality, exploring Options and determining the
Way forward are the four steps used to deliver meaningful and measurable results.
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VIS is attracting the best talent by providing warm culture, hi-end working conditions,
and flexible working arrangements
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In VIS we rely on our people – their enthusiasm, their talent, their commitment
– to maintain and build on the success of our business, even more so in today’s
competitive market. We depend on our people to deliver excellent service to our
customers. We believe that the better experience our people have at Vodafone, the
better service they will give our customers.
We aim to ensure that all our working environments are inclusive, safe, promote
wellbeing, treat people with respect, engage employees, and offer attractive incentives
and opportunities.
VIS service desk professionals are highly skilled and covers a wide variety of certifications
and technical expertise including:
- PRINCE 2 Certification
- PMP Certification
- ITIL Foundation Certification
- Blackberry Support Certifications