Enstaserv
will use its standard method for the process consisting of
the following key steps:
 |
Monthly
Service reviews |
|
Program
Status reviews |
|
Weekly
Progress reviews |
|
Satisfaction
level surveys |
|
Staff
induction programme |
|
Staff
enhancement & training programme |
|
Client/Staff
assessment process |
|
Monthly
informal meeting |
|
Full
reporting against the Service Level Agreement |
|
Full
Reporting and control for Programs |
The
technical staff assigned by you will receive the full support
of Enstaserv’s Account Management team. This will ensure
their continued motivation and dedication to your organization’s
objectives.
The
Account Manager assigned to your organization will be responsible
for ensuring customer satisfaction and will be measured accordingly.
These measurements will be based on the services delivered
and driven to ensure that maximum benefits are realized. This
will be achieved through monthly or fortnightly meetings.
Regular
communication between Enstaserv and your organization will
ensure a mature understanding of roles and objectives. This
cultivates an open and productive working relationship. Thus,
if any issues are identified they are addressed early and
resolved quickly.
The
Account Management Process is a part of Enstaserv’s
continuous improvement methodology and is regularly reviewed
to sharpen focus on quality of service and client relationship.
Daily,
weekly and monthly call statistics, with closed and open calls,
new calls, time taken, person hours consumed, escalation levels,
prime time calls, non prime time calls etc. would be provided.
We shall also provide detailed report on each of the call
giving details and nature of call queries, resolution etc.
|
