Falcon owns clear accountability and takes ownership.  We provide all time transparency, real-time reporting and statistics to client.

CORE STRENGTH

• Hardcore Expertise in handling diversified activities and multiple campaigns, providing end to end solutions.
• Besides a highly skilled team of agents, we have some of the excellent Trainers, Quality Evaluators and visionary management.
• Scalability is one of our key strengths and we can expand to meet any promising requirement within a very short span of time. Speedy implementation and Transition of Process
• Highly Cost Effective Solutions, works towards client’s customer satisfaction and retention.

INFRASTRUCTURE AND TECHNOLOGY

• Information Security policy in place
• DOT and OSP licensed
• LAN segregation based on the requirement and security aspect.
• Controls to protect IT against malicious code
• Clean desk policy – access control in place
• Clean screen policy
• Password Management System  (PMS) and user level controls Security incident reporting procedure in place(CIR )
• Process wise data security and dedicated Servers
• BCM in place to handle critical process
• Servers – Dell  High End Servers
• Disciplinary process against security breach
• Technology - Progressive Dialers, Auto Answering, Customised CRM with Centralised voice recording.
• P-Monitor – Tool for effective monitoring for Team leaders, allows live call bargins, call wait indicator, Agent control.
• Customised Reports as per client requirement

QUALITY AND TRAINING

• 100% of all calls made are recorded, transactions logged
• Dedicated Quality Audit team for each process to audit the calls recorded and transactions logged
• Dedicated Quality Control team for each process to focus on improving the quality through feedback and coaching
• Training is a learning process that involves the acquisition of knowledge, sharpening of skills, concepts, rules, or changing of attitudes and behaviors to enhance the performance of employees Training is activity leading to skilled behavior.