Here’s the latest edition of the outsourcing A-Z series, we pick up with M to Q.
M is for Multilingual Solutions
DDC Multilingual Solutions are our experts in multi-language business process outsourcing. With the ability to operate in over 30 languages the MLS team based in Bosnia have been building a lasting impression across the group and our client base for high quality and efficient work.
See our team first hand in this insightful video recorded in our office in Bosnia.
N is for the Netherlands
DDC OS EUR, our European arm of DDC is based in Oss in the Netherlands just outside of Amsterdam. Handling a range of services from data capture, to digital mailrooms, the team in Oss are vital in helping us provide an effective international and accessible service to our clients.
O is for Omni-channel
Supporting our clients in various industries with their customer services, in both the front and back office has been a core offering of ours for many years. A key part of our success has been to always ensure we offer our clients an omni-channel solution. Rather than focus on the quick fix or the nice to do’s, we continually analyse our client’s markets to ensure we are servicing their customers in the most effective way. If we recognise the emergence or value in a new channel, we will advise our clients to ensure an effective process is put in place that integrates seamlessly with our wider support system.
Check out one of our Customer Lifecycle case studies from utilities client, Robin Hood Energy.
P is for the Philippines
From Batangas to Leyte, to the capital, Manila, our presence in the Philippines is vast. The country and its people have been at the heart of The DDC Group since its inception, with co-founder Jericho Petilla, previously holding the position of Secretary of the Department of Energy of the Philippines.
Our sense of community across the DDC family has been at the forefront in recent years with the unfortunate events unfolding in the Philippines. In 2013, one of the strongest tropical cyclones ever recorded hit the Philippines in devastating fashion. We were quick to offer support, here you can see Jan Trevalayan supporting the people in the immediate aftermath. Examples of other projects range from:
- Building school classrooms
- Building hospital rooms
- Building a multipurpose gymnasium that also acts as a shelter if a typhoon of such force was to reoccur
- Use of our vehicles for emergency services
- Allowing a school to utilise our internet lines from our hot disaster recovery site, giving valuable exposure to the digital world for the pupils.
Q is for Quality
When engaging with new prospects, we often find that many people are worried about quality issues and control. However, outsourcing should actually improve quality. The very act of outsourcing should be to seek improvements, not only in costs but also processes in general. Outsourcers are experts in the fields in which they operate, and here at DDC, we certainly implement a continuous improvement model to ensure that we are always providing a quality service. This involves implementing a rigorous quality control system to drastically reduce the possibility of an error occurring, further it allows for relevant training to be identified across the teams, or system improvements.
Outsourcing your processes offers you the opportunity to include SLA’s (service level agreements) in your contract. This gives the outsourcers an incentive to take quality control seriously and include it as part of thorough relationship management. The findings from quality control lead to evidence-based decision making, meaning any suggestions we make to our clients are always beneficial.
We are certified in ISO 9001:2015 Quality Management System. This is a framework that includes, a process model based on a; Plan, Do, Check and Act. This helps us to provide consistency, enhance satisfaction and address potential risks and identify opportunities.
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26 August 2019
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14 August 2019
Finalists for the Best Multilingual Contact Centre
12 August 2019
Heroes Returns - Q2
25 July 2019
Mental Health Wellbeing at DDC OS
22 July 2019
5 Star Customer Services