Quality Assurance program :

Pre-hiring assessment :
Our call center agents undergo a demanding recruitment process to ensure we hire only the best. All candidates go through 3 rounds of selection procedure which consists of a written test which not only aims to test their command over English but also gauges their ability to express themselves creatively and articulately, an interview and a typing test. We actively involve our trainers in hiring process who utilize sophisticated assessment tools to ensure that the incumbents they are fully qualified and can drive your account goals.

Initial training & Personal Development :
Our agents are given extensive coaching customized for your specific business needs as per your guidelines so that they seem like one of your extended team members only. A team of highly trained professionals leverage industry best of breed practices to impart customized training solutions that are process specific and attempt to address specific needs that are identified for each employee.
To ensure quality all associates are required to undergo a rigorous training regime before they start interacting with customers. Training encompasses computer skills, typing, language, culture, current affairs, chatting-etiquette, chat management & problem resolution, industry and process-specific issues, sales skills as well as customer service.
For non-Voice processes, associates are tutored/ trained in typing in addition to cultivating their business writing and comprehension skills.
We endeavor to nurture people-connect attributes in our associates with each of them undergoing a personality enhancement program that lays emphasis on getting acquainted with American culture, Customer Service Orientation, Basic chat courtesies, Communication, Understanding & Probing, Objection Handling/ Handling Irate Customers, Selling/ Up-selling and finally, the Post-assessment test before interacting with customers. The associate is provided with relevant case examples from the past in addition to mock chat sessions so that they have some hands on experience prior to going live. Our people are always friendly and professional, continuously presenting your best image to your clients.
The associates are encouraged to familiarize themselves with the customer business environment through films, videos and CDs, intranet regulated Internet access, all to better understand various facets of the customer's organization and be a more informed company representative.

Quality check on the floor :
Our dedicated quality assurance team ensures that associate chats are continuously monitored and analyzed on a random basis. Trainers continually walk the floor to assess agent performance in real time. Associate performance is continuously determined against established quality metrics mutually agreed upon by the Cherry and the client to evaluate productivity, performance and efficiency.

Ongoing training :
Our quality assurance staff diligently track the learning curve of each associate to ensure that high performance levels are being maintained. Their performance is benchmarked against metrics like soft skills in areas such as patiently understanding customer problems, customer service skills, conversion rate, chat handling time, language, ability to express, process knowledge etc. Individual training needs for each associate are identified and training is conducted on an ongoing basis should monitoring reveal any opportunities for improvement. We also conduct additional time to time process training based on Client Feedback and to meet the changing requirements of the process.

Training module and Trainers :
Our comprehensive training modules are premised upon our experience of over 4 years of servicing leaders across several technical and consumer industries. The training module are designed by highly experienced trainers at Cherry and are continuously improved based on feedback received from the Operations teams as well as clients and customers.
Each trainer at Cherry is required to undergo training to maintain and upgrade their skills. The trainers in turn use their experience and expertise to customize several need-based training modules for ongoing projects.

Clients have full control over quality :
We send comprehensive weekly reports that span agents' performance, conversion rates or any other data that our clients may require to measure the success of the project. In addition, our clients also have access to real time chat monitoring.