2. How can I ensure that Customer Satisfaction levels are being met if I outsource to Inuva?

A. We deal with your customers with the same diligence and care as you would. Continuous customer satisfaction audits are performed to ensure highest standards are being achieved. Regular management reports are provided and ongoing monitoring and audits by your own QC staff is encouraged to ensure that customer satisfaction expectations are being met effectively.

3. I understand I can save money using offshore outsourcing but what about Quality? How do you ensure quality standards are being met? How can I monitor the quality of your delivery?

A. As a ISO 9001-2000 company, quality is at the core of every task we perform at Inuva. All transactions go through 100% QC, double keying and peer review processes. Voice calls are monitored by experienced supervisors who coach junior operators on call etiquette and compliance standards. We provide bulletproof Service Level Agreements that provide contractual quality standards with guaranteed quality metrics as high as 99%.

4. Is the company financially stable? Will you be around 5 years from now?

A. Inuva has been continuously profitable since the day of its inception. The company has healthy cash reserves and a diverse base of clients providing steady recurring cash flows. We would be happy to share our financial information with potential clients who can bring in a significant volume of business.

5. How about domain knowledge? Do your employees know about mortgage banking or will I have to teach them everything from scratch?

A. A core focus on mortgage banking is our USP that differentiates us from our competitors. This focused approach has allowed our offshore staff to become very knowledgeable about US mortgage banking in a relatively short span of time. Inuva School of Mortgage Banking is a division of Inuva that continuously trains and mentors new recruits and existing employees. Our emphasis is on cross-functional knowledge that gives every employee a good overall view of the business. The basics of mortgage banking are well covered and we also have specialized knowledge in a number of areas. For new areas of work, our staff can be brought up the knowledge curve fairly rapidly.

6. What about insurance and liability issues? My company carries liability coverage in the US, can you match that?

A. Inuva offers Errors and Omissions and Employee Fidelity Insurance covering its India operations. Coverage is available starting at $1 million and up. The policies are underwritten by Chubb Insurance Group. Depending on the situation we can share the costs of some or all of your liability insurance.

7. How do you ensure redundancy and fault tolerance? Will my work come to a standstill if there is a calamity in you operations center?

A. Inuva operates from 3 separate Operations Centers in India, 2 in the city of Calcutta and one in the city of New Delhi to ensure redundancy. Additionally our US office can pick up production at short notice in case of unforeseen calamities at our India locations. Our technology operations are designed with fault tolerance, redundancy and disaster recovery in mind.

8. Can you handle increased capacity when I need to send more work your way? How quickly can you augment capacity?

A. As a transaction oriented business, human resource management and capacity planning is our area of speciality. We can rapidly augment capacity with as little as 2 weeks of notice. We maintain an employee skills database that allows us to efficiently allocate staff based on variable business needs.

9. Offshore BPO has many technology needs. I need specialized programming to allow me to outsource work to an offshore partner, but my IT team is booked solid. Can you help?

A. Of course, as an Information Technology enabled company we maintain a dedicated staff of programmers and system administrators that can help you work through your technology challenges. Our offshore advisory service provides specific technical recommendations based on their deep experience in global outsourcing. Our software division can also rewrite or create custom software for your needs.

10. Offshore outsourcing is a political hotbed in the US. What is your perspective on this as an offshore outsourcing vendor?

A. Offshore outsourcing ultimately boils down to global trade and we do not foresee any sanctions on global trade in the USA. Almost all Fortune 500 companies are not only bullish on offshore outsourcing but increasing their investments in this sector on a daily basis. That is a clear indicator of how businesses have embraced offshore outsourcing wholeheartedly. Your competitor might have done the same.

11. Okay how do I sample your services to see if this all works out for my organization?

A. We offer no obligation pilot projects that provide a quick and easy way to try out our services. Depending on process complexity a pilot project may last between 1 and 2 weeks to a few months. At the end of the pilot if you are satisfied with our services we can go ahead a sign a service contract.