At ArcGate, our experience with the world’s leading startups and mid-sized companies has helped us appreciate the uniqueness of each process and the associated business objectives. Our proven outsourcing methodology covers multiple processes across diverse verticals to take the surprise out of projects and enable smooth operations.
Service Delivery Model
ArcGate Service Delivery Model is a well defined methodology to manage outsourced business processes for clients. It has been developed based on the experience gained from migrating business processes to India for several clients. This proven service transfer platform is designed to minimize risks.
The model includes a tried and tested Transition Toolkit to support transition management by ensuring that there is a documented methodology with templates, tools, guidelines and best practices to guide our outsourcing initiatives. A web-based project management system captures critical project tasks, client documentation and incorporates an extensive knowledge base that assists our clients in understanding, duplicating, and migrating mission-critical business processes.
Quality
We have clearly defined standard operating procedures and dashboards for all customer processes.
Our associates go through quality aptitude tests and problem solving skills development.
We have good access to talent and our rigorous selection process ensures that we hire the best. Our associates are picked from diverse industry backgrounds helping us master business processes across the industry spectrum. Our programs such as new hire orientation, on-job training, and a positive work environment ensure that we have one of the lowest attrition rates in the industry.
People
The performance management system at ArcGate is aligned towards our business goals and core values. Growth and compensation benefits are directly correlated to how well employees have performed against our company vision.
Our vision for our employees is:
- To assist employees in their career growth and prepare a pool of future leaders for ArcGate
- To provide opportunities for horizontal and vertical growth within ArcGate
- To attract, motivate and retain the best talent in the marketplace
Training
We recognize that the only way forward for an organization in a knowledge business like ours is by continuously upgrading employee skills. Based on the level of complexity, each employee has to complete stipulated training hours (through a combination of classroom and computer based training). Our training program consists of four phases that ensure optimal knowledge transfer:
- Orientation program which is a comprehensive training session for all new hires
- Pre-Process Training - Process / Industry driven, usually ranges from two to three weeks
- Process Training - Customer driven, usually ranges from two to five weeks
- On-the-Job Training - Associates work in a controlled environment under supervision before they start working in a live set up.
Security
We recognize that security of our customer’s data and intellectual property is an extremely critical aspect of our operation.
We conduct background reference checks on all prospective employees before offers are made. All employees sign a confidentiality agreement. Our facilities have badge access and are fully secured.
Data/Network Security
We have taken several measures to ensure data back-ups and security of our network:
- We use Linux on 95% of our computers which in our experience reduces vulnerabilities
- The complete network is secured with anti-virus software implemented at the server and the client level
- Alarms have been installed on all platforms and network components to indicate security breaches
Security Audit
We are continually auditing our security internally with a team of certified security professionals. ArcGate is open to clients conducting independent security audits.
