Our blended UK and India delivery model ensures complete service integration Our operations in India are fully integrated with our UK business model:

• We use the same IT, HR, training and administrative processes and policies as Capita’s UK business centres
• We apply established Capita best practice
• We share the same Capita values
• We have considerable experience in replicating our customer’s processes and policies to ensure service consistency whether delivered in the UK or India.

This model allows us to manage the transition offshore and all elements of service fully so our customers can concentrate on their core business.

Maintaining constant improvement

Our approach to quality management is tailored to meet each customer’s businesses requirements.

We work closely with our customers during due diligence and transition to define, measure and identify opportunities to improve service quality.

To achieve our goal to continuously increase quality and productivity while delivering an accurate and consistent service, we:

• Ensure daily, weekly and monthly management of actual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) against agreed targets
• Closely monitor processes and individual staff performance daily against agreed criteria
• Identify potential areas of improvement
• Provide guidance and support to managers and process associates.