Operational excellence features
Delivery experience
Global customer service model
Delivering industry-leading exceptional service quality through staff in the U.S. and the Philippines. In this model, we will apply the same technology, training, and quality programs and processes that we use with our U.S.-based service centers in the Philippines. This allows additional business continuity capabilities to sustain our high-quality services while balancing cost efficiency.
Automated user access management software
Improving security through automated user access management software both for internal users and client users. This new software will ensure that granting, changing and removing access are automated and audit reporting is standardized to ensure accuracy in access roles and timing.
Self-service registration security enhancements
Delivering secure registration and authentication solutions to safeguard participant and client data. This will consist of enhanced knowledge-based authentication (KBA), multi-step identification for first-time registrations outside of anticipated time frames, and enhanced and expanded monitoring of online user activity.