Press release | 3 mins read
March 1, 2024
eClerx, a global leader in business process outsourcing, is proud to announce that it has been awarded four medals at the American Society for Quality (ASQ) South Asia’s 2023 Team Excellence Awards:
- Silver: Innovative Customer Operations project in Cable and Internet Equipment Health Check Automation (Customer Operations)
- Bronze: NLP Based Automated Quality Audits for Contact Center Chat (Customer Operations)
- Bronze: Reducing Incidents Across a Global Website (Digital)
- Bronze: Resource Onboarding Process Optimization (Financial Markets)
Comprised of a highly prestigious community of quality professionals, the ASQ South Asia Awards honors the outstanding and innovative work of organizations in the area of Quality and Process Excellence. This year, competition was high, as we participated with industry giants such as Wipro, Tata, Max Life, Syngene, NPCL, Lupin, JCB, and Bharti.
Our Customer Operations teams that led the charge for the Silver medal were sponsored by Vinay Verma, Associate Principal, and championed by Pawan Joshi, Kumar Love, Abhishek Goel, and Irfan Shaikh. Together, this group won for our project focused on revitalizing eClerx’s Cable and Internet Health Check automation system.
Introduced to help remove the manual labor required to confirm equipment functionality after technician appointments, eClerx’s initial Robotic Process Automation (RPA) solution ran into issues after our client upgraded their platform. This resulted in incomplete coverage of customer reports and more manual work required to restart the RPA system. To overcome this, our team identified the root cause within the existing system and presented a new automated alternative. Once implemented, the new solution guaranteed 100% accuracy and reduced Average Handling Times (AH) times by 2 minutes for our client.
Receiving the prestigious Silver Medal from ASQ South Asia is a clear affirmation of eClerx’s steadfast pursuit of achieving excellence. In the face of stiff competition from industry leaders, the Customer Operations team emerged from the pack as a beacon of innovation and impactful performance. This achievement underscores our unwavering commitment to continuous improvement as a team.
Kumar Love, Vice President of Quality at eClerx Customer Operations
The second project that Customer Operations submitted was led by Harmanpreet Singh and his team and focused on our Natural Language Processing (NLP)-based quality audits that helped minimize incorrect work order processing, winning Bronze.
Each of these awards is a testament to the hard work and dedication highlighted across each of our verticals and continues to foster our passion for growth and the innovative spirits of our people. Congratulations to each of the winning project teams. We look forward to forging ahead and empowering our organization to serve our clients better with creative, tailored solutions.
ABOUT ASQ South Asia
ASQ is a global organization with members in more than 130 countries committed to providing enhanced expertise, professional networks, tools, and solutions to help their members advance their products, services, and industries. Headquartered in Milwaukee, Wisconsin, and with centers all across the world, ASQ is particularly recognized for its Six Sigma certifications, communities of Quality professionals and practitioners, and global awards.
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