Stringent QA/QC process helped them to gain client’s confidence and get repetitive work.

We used to have some software and there were 15-20 people in the QC who used to conduct QC from
our end. There were some LOBs that had 100% audit from our end and there are some LOBs where we
used to have only 10% and the remaining 90% was done by the client. But most of the QC is done by us.

There is a QC team and there are quality checks internal as well as external and there are quality checks
by the client as well.

BPO side I don’t recollect any such incident where client was dissatisfied and took back the business
from the company. And also in analytics the customer was really satisfied that’s why we used to get the
repeated business from them.

When we started with this particular process in 2007, we used to do only 5-10% QC for the entire
process. As the client was happy with us, the client increased the QC and it was 100% QC.

For this, we used to have meeting every quarter with the client. In almost every LOB, we used to satisfy
the client on all the parameters.

Our SLAs are basically the project plan, if we have committed to deliver the project within certain
timeline so that will be our SLA and if it is the outcome based then the result of our project will be our
SLA.

Obviously. Concentrix has a good relation with every client and all its clients are pretty old. I told you
earlier, there was a client who started giving work in 2007 and now its 2017 and the client is happy and
renewed each time. The client renews the agreement only if they are happy.

Yes we used to have a call with the client on every Friday for my process.

Yes. Although the company name has been changed, the manpower, the strategies, ethics is still the old.
We all used to say that we are IBMers. We strictly follow all the rules and regulation laid by IBM. It
doesn’t matter if we are IBM or not.