Capabilities > Quality

Outsourcing provides our clients with a high level of quality management procedures thanks to our operational management's experience of delivering complex, large scale BPO programs.

We will set high initial quality objectives and we will work with our clients to continuously improve quality metrics by implementing our best practices processes with respect to ISO 9001:2000 and Six Sigma methodologies and Service Level Agreements.

ISO Management System
Outsourcing applies the ISO 9001:2000 quality assurance and improvement standard throughout the company. We implement ISO standards to ensure that all team members comply with a consistent set of standards to assure quality levels for our clients.

Six Sigma
In addition to ISO, Outsourcing applies the Six Sigma methodology of DMAIC to quickly and effectively identify the root cause of any problems and then take corrective action. This disciplined statistical approach provides continuous performance improvement and can be incorporated into the operations manual for more complex outsourced projects.

Service Level Agreements
Outsourcing will design and agree with our clients a range of Service Level Agreements that will form the basis of performance measurement and evaluation between both parties. It also allows for proactive problem solving and performance improvement over a period of time. Example SLA's could include number of contacts validated per day, accuracy rates, turnaround time, delivery as per agreed schedule, etc.. 

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