Strong, relentless commitment to quality is one of our key guiding principles. We take customer expectations very seriously and strive to fulfill them completely. Its also important to us that important quality parameters such as technical correctness, language, client handling, accuracy and thoroughness of solution are always adhered to. Our highly effective, well appreciated astute quality management procedures embody these objectives and values and play an all important role in our success.

Instacarma makes use of stringent quality control and quality assurance procedures to ensure and deliver high quality technical support services to its client base. Apart from ensuring adherance to client expectations and quality parameters, these processes also help our management guage performance of the employees, so that good performers can be appropriately rewarded and encouraged, and corrective measures such as mentoring and specific re-training can be initiatited on employees who're foind to be performing inadequately.

We have devised various processes and systems that are internally developed by our Quality Assurance Team to maintain our Quality Management system, some of which are represented and detailed below :

QUALITY INDEX (QI)

Quality Index or QI on a ticket measures the perfection in the resolution of a ticket based on which we can evaluate how a ticket has been handled by a tech.

For generating the QI score, quality checks are performed by our executive team on a daily basis by randomly picking a fixed number of tickets from each of the client helpdesks. The number of tickets evaluated for a client is in par with the volume and size of the client.

Each support ticket evaluated by our executive team is entered into our QI system, and has a quantitative score based on the following 3 indices. These three parameters constitutes the Quality Index on a ticket, with each parameter holding a different weightage.

1. Technical Deviation Index ( TDI) : stands for the technical correctness in the resolution of a ticket, which also includes correctly comprehending the problem mentioned by a customer. This holds a maximum weight of 40% in the QI, and thereby a score of 0.4.
2. Communications Deviation Index (CDI) : includes all aspects of communication with a customer, ie. grammatical/spelling correctness, polite and friendly replies to tickets etc. This has a weightage of 25%, and a score of 0.25.
3. Policies Deviation Index ( PDI) : stands for deviation from the policies layed down by a client. Maintaining response time to tickets as outlined in the clients' SLA is also part of this. PDI holds 35% weightage, amounting to a score of 0.35.

And the final Quality Index on a ticket is calculated as QI = 1 -(TDI + CDI + PDI) . In a nutshell, the maximum score a ticket can get is 1 if all 3 deviations are 0 and the ticket is handled perfectly. And the minimum score is 0 if there is a deviation in all the above 3 parameters. We have kept a standard deviation of 0.35 as the minimum score on a ticket, ie a ticket should have a minimum quality index of atleast 0.35 or else it has to be seriously reviewed for its shortcomings.

The aggregate Quality Index for a tech is used later while calculating their "Key Performance Index" or KPI, with the QI score directly proportional to the KPI.

The QI score is also used to generate monthly reports or to identify problem areas as it can furnish the information below.

• Techs with high QI scores or the good performers.
• Techs with least QI scores who can be identified for retraining and corrective measures to improve their skillset.
• Teams that are doing well, and teams that need further monitoring/training.
• Clients that are being serviced well.
• Client helpdesks that are lacking in quality levels.
• Tracking and measuring Overall quality levels of the Technical Team on a monthly basis

360 DEGREE FEEDBACK REVIEW and KEY PERFORMANCE INDEX

On a quarterly basis, we conduct 360 Degree Feedback Reviews for our entire technical team which helps us generate extensive information on their performance based on 22 key values. These key values cover different aspects of a person's professional and personal capabilities such as technical knowledge, hardwork, team playing skills, helpfullness, knowledge
sharing, integrity, punctuality etc.

We also ensure that the systems detailed above are continuously reviewed and fine-tuned to ensure its authenticity and accuracy in giving the best results by comparing it with direct feedbacks from our executive team members who closely interact with the technical team.