Global Outsourcing 
Why EFD
EFD is recognized as one the top three providers of business process outsourcing services. The recognition is a reflection of our operational excellence, delivered through a combined effort of our three centers of excellence:
- Center of Excellence for Training
- Center of Excellence for Business Analytics
- Center of Excellence for Quality
Center of Excellence (CoE) Training
EFD is about people. Over 5000 EFD associates, or eFunders as they're called, work across multiple locations in India – Mumbai, Gurgaon and Chennai, and in the US and in Canada.
While process and technology play an important role, eFunders play an active and critical role in the performance of service delivery. Which is why EFD goes all the way to ensure that we engage the “right eFunders” at the right place at the right time.
eFunders are brought on-board through a careful selection process, and individual personal and professional growth is emphasized through their life cycle in the organization. The approach we take to nurture the talent, along with the organization culture, explains one of the lowest attrition rates in the industry.
Talent Recruitment
EFD was rated the #1 dream company to work with in the Indian BPO industry. And, that makes our job of attracting the brightest talent in the industry much easier. On our part, we tap the talent through a number of channels, including job fairs, internal referrals, and through coordinated efforts with a number of external agencies.
Because we deal with sensitive customer information in delivery of services, EFD validates the background of every recruit –at all levels.
Talent On-boarding
CoE Training executes a focused on-boarding program to ensure that new eFunders are able to support the process execution, faster and accurately. The on-boarding program is developed keeping in mind the varied profiles of new recruits. Training plays an active role in scoping out entry criteria of eFunders to ensure appropriate training programs are designed to cover what really matters for the audience.
The program includes linguistics training through internationally certified voice and accent and soft-skill trainers, training on cultural awareness, and transfer of knowledge on the processes to be delivered. Specific compliance programs on ethics and data security are administered to eFunders. Additionally, EFD is a City & Guild’s International Approved Training Center
Talent Retention
EFD recognizes the need for people to stretch themselves and grow. The HR development team works with training to identify growth areas for each eFunder and train them appropriately for rotation on other job roles. Using the training and skill matrix associated with each work profile, CoE training monitors the growth of the associates and their impending training needs. This approach allows us to retain talent and knowledge within EFD, and maximize the resource potential.
Talent Development
EFD encourages employees to take value-added professional courses and higher studies while they work. Currently, more than 300 eFunders are pursuing such courses to improve their long-term prospects within EFD and the BPO industry.
Center of Excellence (CoE) Business Analytics
Partnering with EFD Global Outsourcing is not only about cost savings. Through Business Analytics CoE we expand the scope of outsourcing beyond cost to improve business processes and enhance your competitive advantage.
Business Analytic integrates transactional data from across the enterprise, providing a comprehensive, flexible view of a data in various categories. Business Analytics continuously monitors business process controls to ensure data accuracy and reliability, confirm the adequacy of controls, and easily detect the entropies.
Business Analytics at EFD focuses on harnessing the data into useful information, and use the information to deliver actionable intelligence – internally and externally.
Internally, Business Analytics provides to process owners dashboards with real-time data on SLA reporting, schedule monitoring, employee performance and process evaluation. Process owners utilize this information to improve capacity management, balance the workload and improve operational efficiency. The knowledge also allows EFD to remain nimble in reacting to any sudden changes in your business requirements, while maintaining and over-achieving on the service levels.
Externally, for customers, Business Analytic plays a crucial role of providing meaningful data of anomalies in the systems, such as a sudden drop in call volumes or spurt in specific enquiries. Business Analytics further assists the customers investigate business drivers that may have caused such variance. This often times provides critical inputs to client for recalibration of business requirements or for business process transformation, leading to improved readiness to deal with such situations in future-for EFD and for our customers.
Center of Excellence (CoE) Quality
Unlike other BPO providers, Quality at EFD is a torchbearer of operational excellence rather than just a support group. Because EFD relentlessly works towards bringing value to the customers, the CoE Quality does not stop at defining, measuring and improving what’s in the process. We look beyond SLAs and defined quality parameters. We go that extra yard to understand why those SLAs matter to you, and how EFD can transform the process to bring incremental value to you and your customers.
Our approach to Quality is tightly integrated with the industry-recognized practices and rooted in the Six Sigma framework. Quality at EFD is driven at two levels – Quality Assurance and Process Excellence.
EFD Global Outsourcing Solutions is BS 7799-2:2002 compliant, a British standard for information security that ensure client’s data is protected at all times. Unlike other BPO companies, EFD - due to its US genesis - strictly complies with Sarbanes-Oxley, FCRA, USA Patriot Act, SEC, GLBA and FDCPA regulations.
So, go ahead and confidently select EFD as a partner of choice to deliver your services.