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Quality and Compliance

Epicenter’s principle of openness and transparency in all its operations and transactions is established at various customer touch points. The foundation of all projects is the strong quality framework that ensures the adoption of best practices, established methodologies and the commitment to achieve excellence in delivery. Our integrated quality framework addresses the requirements of COPC & Six Sigma. Epicenter aims at achieving the highest levels of agent utilization, performance metrics and customer satisfaction through our strong quality framework.

Maintaining consistency in transactions and enhanced quality in our interactions becomes a pivotal driver of any of our end user experiences. Epicenter through its methodology of continuous improvement has been able to achieve near perfect audit scores of 99.9% and voice quality scores of 99% to ensure your customers go through a high quality experience by understanding the level of service required of their role, following established procedures and guidelines for customer service and being committed to meeting customer needs.

At the same time, we understand that Customer privacy and information confidentiality is the core requirement of any operational facility. Managing millions of transactions daily in a secured environment is the key responsibility of our in house Business Process Risk Management team who ensure all protocols and certifications are adhered to, so that customer sensitive information in guarded at all times.

Consistent up training on regulatory frameworks and compliance related material along with robust processes and technology to prevent any unwanted makes our operations 100% secure on any data trusted with us.


 
 
 
Jobs at Epicenter: There are currently 100 open positions

About Us

Established in the year 2000, Epicenter has been a pioneer in the Business Process Management Space. Epicenter is a joint endeavor of B. N. Kalyani - Chairman of the $ 500 Million Bharat Forge Group, Ken Eldred - Co-founder of $ 35 Billion Ariba Technologies and Pravin Gandhi (Infinity Ventures) - Co-founder of the Hinditron group of companies which merged with Digital in 1988. With developed capabilities in managing critical end customer transactions for our clients, we believe that every interface with a customer is of prime importance. A company that believes in efficient management of processes and developing long-term strategic partnerships, our prime focus is to effectively execute any work given to us with high quality of service delivery. This coupled with stringent adherence to data security guidelines and privacy requirements makes us a partner of choice for our clients.