Location Advantage. JAM’s office location offers the following advantages:

  • Proximity to Railway Station. JAM is located at a 5 min. walk from Malad Station. This is always a big convenience factor in Mumbai for people who take trains to work.
  • Proximity to Mindspace, Malad (W). This gives JAM an access and to be a part of the BPO eco-system in this region.
  • Proximity to Orlem Community, Malad (W). This is where JAM banks upon for its South Indian Language Requirement. JAM has also developed relationship with few community service oriented people and churches/chapel and thereby meeting its hiring objectives and also contributing to the social cause.
  • Leverage of scale and right-skilling opportunities.

Training: This is the epi-center of JAM’s quality initiatives, with senior management directly participating on the same:

  • New Program Implementation always has an induction program either with clients or top senior management. Following which Process Notes, FAQs are prepared and client sign-offs obtained.
  • New Learnings. Any new scenario encountered by JAM’s operations team is noted in the form of learning and the FAQ document is updated with the same. The entire team is educated on the same in daily meetings and sign-offs taken.

Data Security: Client data security is of utmost priority for JAM and therefore appropriate measures have been put in place to ensure compliance to the requirements of ‘data security’ and thereby ensuring that no unauthorized use of the data happens (whether intended or not intended).

  • Controlled Access to Shop Floor. Also, Associates are not allowed to carry mobile phones, pen drives, CD, floppy and any other storage devices on to the shop floor. (Deviations need to be signed off by senior management, if any).
  • Client – Server Infrastructure. No client data is allowed to be stored on desktops. Every Associate works on data available on the server.
  • Associate Desktops. All drives are removed / disabled from Associates machines.
  • Printer Access. The same in entitlement based. As of now, no Associate level has been given access to printer.
  • Internet Access. No Associates are provided internet access in general. (Only for business purpose, internet access is enabled on specific associate machine, and is withdrawn as soon as the purpose is met. This control is only with the administrator/operations manager)
  • Password Policy. JAM has a strict policy around ‘password ownership and protection’. Under no circumstances, an associate can share his/her password with their colleagues.
  • Associates are sensitized of the importance and criticality of ‘data security’ & ‘data purging’ as an on-going process. A formal test is also conducted once in a quarter, covering various areas on ‘Information Security

Quality: JAM’s philosophy has a very strong believe in Philip B. Crosby’s saying – “Quality is Free”. It is this belief that drives the following policies of JAM:

  • No Targets. JAM does not provide any leads based targets to its associates. And thereby delinking their motivation to over-perform by undermining quality. This has also aided in creating goodwill for JAM among its target resource base and has given it a distinctive hiring edge as well.
  • Reward sharing with associates. JAM firmly believes in acknowledging and celebrating small WIN cases, and thereby providing a boost to its Quality endeavours.
  • Technical environment. JAM’s infrastructure supports 100% call recordings and thereby facilitating training and feedback on specific agent/cases.
  • Span of Control. 1:5. Moreover, a supervisor is physically close to his/her team. This ensures that team member can take guidance/validate every unique customer case at that very instant and in most cases, while customer being on the line.
  • Associate Referral Program. JAM has an ongoing referral associate program since last several years. This has invariably bought in people with the right frame of mind into the system.
  • Relationships with colleges. JAM has developed mutually beneficial relationships with SNDT Women’s college, Malad (W). This source has also been very effective in meeting sudden / short term program needs.
  • Job Portals. JAM has secured licenses for access to leading job boards and the same has been a critical lever to meet JAM’s hiring needs.
  • Senior Management Direct Involvement: This is the single most contributors in JAM’s competitive advantage. JAM’s flat hierarchical structure enables easy access of senior management by ‘Tele-Associates’ and vice versa. The direct involvement of senior management at operations level gives the much required impetus to any outreach program. Moreover, clients gain confidence as they get instant / quick responses to their requirements.
  • Internal Sweep. As it has been widely understood, that no program on ‘data security’ can be complete without checks (as there are limitations around evidencing most of the above measures), hence JAM adheres to a rigorous checkpoint based approach. JAM conducts internal sweep two times in a month. One sweep would be announced and would be generally conducted in the first week of a month. The other sweep would be unannounced. The objective of the sweep would be to ensure the following
  • No unauthorized data (as per the record retention grid) is lying with agents.
    To report any non-compliance to JAM’s management.
  • Non-compliance is also made aware of specific Associates and appropriate feedback given.
  • High Customer Satisfaction: JAM has a very high Customer satisfaction across all the services offered. More than 80% of JAM’s revenue is accounted from repeat business and among the rest, 15% is from referrals. As regards Mahindra Group is concerned, JAM is already working with 5 companies on a regular basis.