Core Solutioning Elements

The Quality Management function at RuralShores primarily drives with passion and commitment to meet agreed upon customer SLA's. We have a track record of delivering data accuracy >98% with 24 hour TAT.

Quality Objectives

  • Institute comprehensive SPC (Statistical Process Control) to measure process performance at all levels of the transactional and voice processes.
  • Implement Lean Six Sigma methodologies during process design and transition to focus on Critical To Quality (CTQ) and reduce Cost of Quality for the process.
  • Impart quality training for all the Process Leads and Process Managers.

Uncompromised Quality and Process Improvements delivered to our customers

Client Process SLA met Process Improvement / Exceeding Expectations
Leading Telco Customer Services SL>90%, Call Abandon Rate Best Instant Customer Satisfaction scores in circle Vs. three other providers (10% higher)
Leading BPO Employee Expense Timely payment of claims Analysis & feedback on frequent errors; process improvement suggestions
US logistics Logistics management Daily data capture of > 40k forms Our client completely ramped dow its team and shifted the entire process to RS centre
Leading Audit & Tax Consulting Company Travel & Expense Timely payment of all invoices Journey to payment cycle reduced from 4 to 3 weeks
Error reduction leading to savings worth 100% of RS fees
Leading Loyalty Card Company Cusomer emails Timely & Correct reply to all customer emails Consistently bettered TAT expectations

At RuralShores, we are committed to maintaining integrity and confidentiality of our clients’ data and privacy of their information though adherence to the highest security standards.
The following measures echo our unrelenting commitment towards managing information security:

  • Access controlled entry
  • CCTV monitoring
  • Paperless environment
  • Writing devices disabled systems
  • Regular security audits
  • Any additional client mandated procedures

RuralShores ensures secure back up of its critical resources to maintain continuity should any disaster force discontinuation of its operations.
Business Continuity and Disaster recovery at RuralShores cover the following aspects:

  • Identification and prioritization of critical business resources
  • Categorization and impact mapping of various possible disasters on business processes
  • Business restoration measures and timelines
  • Accommodation and communication arrangements in case of disaster
  • Responsibility and authority for invocation
  • User awareness training