How SKentra Global Solutions Works ?
Requirement Analysis
Team Allocation & Client-Specific Training
Proposal & SLA Agreement
We begin by understanding your business, target audience, industry type, and service expectations. This involves detailed discussions about your goals, service needs (voice, non-voice, backend, etc.), customer pain points, and preferred engagement model.
What we do:
- Understand your business model
- Define your support channels (inbound, outbou
We begin by understanding your business, target audience, industry type, and service expectations. This involves detailed discussions about your goals, service needs (voice, non-voice, backend, etc.), customer pain points, and preferred engagement model.
What we do:
- Understand your business model
- Define your support channels (inbound, outbound, chat, email)
- Analyze peak hours, query types, and volume expectations
Proposal & SLA Agreement
Team Allocation & Client-Specific Training
Proposal & SLA Agreement
Based on your inputs, we prepare a customized proposal and present a detailed Service Level Agreement (SLA) that outlines performance expectations, KPIs, working hours, staffing plan, and timelines.
What we provide:
- Tailored cost estimates
- Staffing plan and delivery schedule
- Escalation matrix and contact hierarchy
Team Allocation & Client-Specific Training
Team Allocation & Client-Specific Training
Team Allocation & Client-Specific Training
We assign a dedicated team trained specifically in your industry domain (e.g., energy, finance, e-commerce). Agents undergo thorough training on your product, customer journey, tools, and expected tone of service.
What we implement:
- Customized process manuals
- Mock calls and chat simulations
- Voice modulation, empathy, and CRM training
Pilot Run (Optional Phase)
Go Live – Full Operation Deployment
Team Allocation & Client-Specific Training
Before launching full-scale operations, we offer a pilot phase with a small team (typically 5–10 agents). This allows you to test our performance, accuracy, and adaptability to real-time challenges.
Purpose of pilot:
- Fine-tune workflows
- Monitor performance against KPIs
- Make process improvements before full deployment
Go Live – Full Operation Deployment
Go Live – Full Operation Deployment
Go Live – Full Operation Deployment
Once the pilot is approved or training is complete, we go live with the full team as per the agreement. Our agents begin handling real-time customer interactions, and our supervisors ensure smooth process management from day one.
Key elements:
- Real-time customer handling
- Regular internal reviews and team huddles
- CRM integration (client-provided or in-house tools)
Performance Monitoring & Reporting
Go Live – Full Operation Deployment
Go Live – Full Operation Deployment
We believe in 100% transparency and accountability. Our quality assurance team closely monitors every interaction, conducts audits, and shares daily/weekly/monthly reports with clients.
Reporting includes:
- Call/Chat logs and resolution rates
- Agent-wise and team-wise productivity
- CSAT (Customer Satisfaction) & TAT (Turnaround Time)