Saarathee works towards ensuring a crisp experience for your customers based on the four pillars for customer success
Right Sourcing
Training
Process
Technology
We believe in driving a meaningful & intuitive conversation with your customers. To be able to do that, its critical to hire people who are empathetic towards others. Our strength in being able to do this right is because we majorly recruit Persons with Disabilities who bring natural empathy to every conversation. We are in a position to offer a less than 10% annual attrition (less than the industry average of 25%) because of this; and equally drive a higher degree of commitment and self-motivation.
Training is truly the foundation of being able to deliver the best to your customers. We have a team of internal as well as external trainers who deliver trainings to new counsellors as well as provide regular refreshers to existing team members. Our focus is to strengthen team’s ability to drive meaningful conversations by being able to listen better and talk constructive. Our three pillars of training are:– Knowledge of the client process
– Skills required to deliver the best
– Attitude towards the customersWe also provide One to One coaching to help develop our resources to grow in the system.
We at Saarathee have three focus areas that are critical to success
Performance Focussed: Customer focussed quality matrices are integrated in our system to help us audit our counsellors and improve overall customer experience. Performance evaluation of the process is done with the help of our CRM reports which help us monitor the agent level performance in relative as well as independent level. Client Focussed Our quarterly “Baithaks” with clients allow our counsellors to share “Customer Voice” with them to help improve customer delivery and experience. Employee Focussed We also maintain a monthly open house with the team “Saarathee Baithaks” which helps us bond with our counsellors and co-create plans for the upcoming month. We share our personal and professional journey of the past month and plan the month ahead together.
