It works because of I-Care™. I-Care™ underpins our entire global delivery capability ensuring offshore transactions have the same quality management requirements and visibility into transaction handling as Canada.

Our technology, including our ACD solution, enables us to globally measure and report, on real time basis, our quality, handling ratios, handling times, customer satisfaction and many other metrics relevant to our global delivery model.

From Toronto we control all aspects of customer relationship management, product engineering and development, call center operations, professional services and innovations. India effectively mirrors Toronto from a delivery standpoint, however India is controlled by Toronto and is measured under the same frame of metrics, we measure our local resources against.