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| WHY ALLIED TECHNOLOGIES |
The Group’s Track Record
Allied Technologies is a part of the Allied Group, which has been in business for more than 1 year and has emerged as the premier industrial and services conglomerate in Pakistan. The Group comprises of 4 independent companies, which are relating to in Power Generations, Telecommunications, engineering, IT enabled services and software development. The Group employs over 20 people. The Group’s vision, professionalism and sound business practices have enabled it to enter into a number of joint venture, strategic alliance, leading American and European companies. The Group puts heavy emphasis on keeping its projects environment-friendly, promotes education, and spends considerably on the development of human talent in safe working conditions. |
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Training |
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A critical success factor in an overseas contact center operation is the quality of CSRs, line and middle managers. We have a firm belief that sound training of manpower is the critical component in delivering and sustaining industry standard quality of services. Our service centers have integral in-house training facilities. We have developed Computer Based Training Modules to ensure standardized training of manpower in line with the industry standards. Continual training of trainers and trainees is the hallmark of our services.
Representatives Training: Entry level CSRs are trained in: Computer skills, English language usage, writing skills, customer service training, accent enhancement, corporate culture and familiarization with the US cultural and social aspects for the purpose of communicating with customers effectively.
Management Training: Management personnel at all levels undergo regular training programs with emphasis laid on: man management training, accent training, US business culture training, presentation skills, effective meetings skills, time management skills, budget management training, project planning and implementation training, communication with superiors, co-workers and subordinates, advanced computer training, and effective reporting training.
Accent Training/English Language Skills: A critical success factor for customer’s satisfaction with offshore contact centers is to have a representative that understands the customer’s queries and in turn is well understood by the customer. We have developed a specialized comprehension and accent development program that addresses specific differences between American English and Pakistani English. It enables the representatives to be adequately comprehensible to the global ear. The focus is not on changing the accent but rather in neutralizing it.
Client Specific Training: Before allocating representatives, supervisors, product specialists and project manager on a particular client’s work, the complete team undergoes specialized client specific training to meet the specific requirements of the client’s work. This includes training on the client’s specific computer programs, policies and procedures of the program being addressed, client's corporate culture and codes of conduct, proper etiquette, FAQs, etc. |
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Quality Assurance Process |
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Allied Technologies implements standardized quality assurance programs for all of its clients. QA personnel work as a separate entity reporting directly to the VP-Operations. They work in conjunction with the training department to ensure the transference of information on a daily basis by running a feedback session at the end of shift timings for the training of all employees. This methodology ensures that a mistake or error committed by one representative is not repeated again by any of the team members. The training team incorporates the same information in the training modules of the trainee CSRs as well. The key components of this program are:
Auditing of CSRs: 10% of all interactions are audited in comparison to industry norms of 2%. Quality Assurance Reps. Allied Technologies maintains a ratio of 1 QA Rep for every 10 CSRs as opposed to the traditional contact center ratio of 1 to 30.
Product Specialist Reps: Cres-Tech maintains a ratio of 1 PS Rep for every 15 CSRs. PS reps ensure each transaction meets all of the laws set by the Federal Communications Commission and the Federal Trade Commission requirements.
Focus on Client SLAs: The complete management team remains focused on the tangible clauses of Service Level Agreement (SLA) entered with the client. Managers who have become specialists in the program manage performance metrics on an hourly basis.
Internal Key Performance Indicators: These are measurement tools developed by the project manager in consultation with the client’s representative that allows all parties involved to monitor on regular basis i.e. daily, weekly and monthly the strengths, weaknesses and progress made on each project.
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Manpower |
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Allied Technoloies biggest asset is its pool of highly educated, experienced, professionally competent and dedicated manpower. Every single employee is a stockholder of the company and has complete sense of ownership. We take pride in maintaining the highest loyalty and integrity amongst our employees, which directly reflects in minimized attrition rate and higher performance. Our hiring, training and work processes are based on modern techniques and methodology. This allows for continuous harnessing of our most valuable asset, our manpower.
Allied Technologies strives to maintain high levels of employee morale, motivation and professional competence through employee-friendly HR policies and an open door management style. |
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