Operations manages all aspects of the project, from daily operations to changes and improvements. Compliance and governance is also managed tightly by Operations.

Our in-depth Performance management methodologies include both team and individual scoring and metrics. We use it extensively to identify gaps and for coaching purposes. Agent incentives are also based on their individual and team scorecards.

Operational and Performance management feeds into our Training and learning team. It is used to ensure regular training, coaching, mentoring and updates are regularly done to drive consistent performance and improvements.

Operations, Performance and Quality teams feed into our Learning and Development team to ensure that agents are continuously up-skilled. Client specific training and updates are conducted when needed as well as during daily agent huddle sessions with team leads.

Brandt is able to achieve attrition rates below our industry average with a comprehensive staff retention plan. A mix of employee engagement activities, rewards, skip level sessions, and activities help motivate and improve teamwork, resulting in a lower turnover rate.

While running your operations, our Consulting team does meet regularly with our Operations team to evaluate processes and activities. This is to constantly seek better and more efficient ways of doing things and the mantra is always continuous improvement.