Sparsh's engagement model is aligned with its vision of adding value to its client's business. We follow the 'principle of partnership', which enables us to play an integral role in our client's business. We build client confidence through a proactive and comprehensive communication model that comprises -
- Weekly calls and reports
- Detailed procedure manuals
- Escalation matrix for issue resolution, and
- A documented management process
To operate each client business independently, we have devised a modular organization structure. This enables flexibility to tune the environment to suit each client's requirement. In addition, the large scale of our operations offer significant flexibility in resourcing to meet unanticipated changes in activity levels. Features of our operations which aid flexibility are -
- Multi client operations
- Multi contract support
- Support for seasonal and other campaigns
- Continual recruitment to counter attrition
- Mix of full-time and part-time employees facilitating increase/decrease in staff hours
- Flexible shift planning
- Occasional use of temporary staff
Based on the SLAs and pricing model agreed with the client, monthly operating cost budgets are established and monitoring process set in place. Our infrastructure is scalable and modular, which gives us the flexibility to ramp up within a reasonable time frame.
Through a combination of customer centered approach and flexible processes, we have been successful in creating tailored business environments for all our clients.
Sparsh adopts the following process flow after a contractual sign-off -
