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Training Quality Associates (employed at India’s leading outsourcing firm) working for a telecom partner, towards ensuring plus one customer experience

The Task

The quality management process, till recently being run in-house by the client was outsourced to India’s leading BPO, and was to be deployed from multiple locations including Gurgaon, Kolkata and Bengaluru. Centum Learning was entrusted with transitioning of the process from the parent company to the outsourcing partner.

The Process & the Solution:

Centum Learning is currently in the process of transitioning the process. The exercise has so far seen over 127 Quality Associates (QAs) trained and certified. The training programmes have received an average rating of 4.8 on a five point scale and the participants have posted an average certification score of 93. The batch performance has been commendable not only in the daily dipstick sessions conducted by Subject Matter Experts at the BPO, but also in the online quizzes &in the assessments for certification, with a throughput of 100% in the QCIP or Quality Control Inspection Programmes.

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  • Neelagagan, Mandi Road,
    Sultanpur, Mehrauli,
    New Delhi - 110 030.
    CIN: U74120DL2007PLC158956
    Ph: +91- 4588 1000 / 1200,
    4600 1100
    Fax: 91-11-46001111
    contactus@centumlearning.com


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    contactus.nepal@centumlearning.com

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CORPORATE OFFICE

Centum Learning Limited

Neelgagan, Mandi Road, Sultanpur,

Mehrauli, New Delhi-110 030.

Fax:+91-11-46001111

CIN: U74120DL2007PLC158956

Tel: +91- 4588 1000 / 1200 , 4600 1100

For Business Queries, Please contact :
+91- 011 4588 1140 / 4588 1097 9:30 a.m. to 6:30 p.m.)


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African Headquarters

Centum Learning Limited

Parkside Towers, VI Floor

Mombasa Road

Box No 73146 00200

Nairobi

TEL: +254 733 466436
+254 788 736382

Write to us

contactus.africa@centumlearning.com

Nepal Office »

Centum Learning Ltd.
6th Floor, Trade Tower Nepal,
Thapathali, Kathmandu
PIN: 44600, Nepal
Ph: +977 – 9801210590
Fax: +977 – 5111045

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