We started the SLC process with merely 13-15 cases each day. The CSL team overcame new challenges in data entry and extraction on its own. No out-house training was imparted to the executives. The executives provided a high customer satisfaction based on the feedbacks from our clients. The feedback forms were to be filled by QA and TL to maintain the quality standards of the cases. This left no room for internal errors.

Our executives remained in constant touch with the customers through regular conference calls. The clients discussed all the updates with our executives. After a detailed conversation, the updates were finally implemented when approved by the clients.

Next step in this process was to discuss updates with all the executives. They were supposed to pass through a test to start the SLC cases. It was essential for the executives to have a thorough knowledge of the process. This is because the cases they had to deal with; incorporated sensitive information about Debt amount and claim number.

The Accuracy Target was decided at 97.00% internally. The Quality Supervisor and TL performed 100.00 % Quality checks. Consequently, the number of cases increased with the increase in accuracy rates. We started receiving on an average 40 -45 Cases per day. A special software called Post Coder was installed to check the post Codes of the Defendant. This information was mandatory without which we couldn’t have proceeded further. We were also asked to check the addresses on a special Website called Royal mail.

In February 2005, after the Client Visit we began entering other options of SLC namely Option 2, 3(3a, 3b, 3c) and 4. We received a well-deserved appreciation for entering 100.00% accuracy. Cressanda imparted a high quality training for other Options like SLC 5, 11 and 12 as well. These options will soon be sent to us.