CALTEC rigorously follows the Voice of Customer (VOC) process, which captures the clients' culture and values and enables the teams to distil the same right down to the agent level. In effect, the operations floors become an extended site for our clients.

The process training at CALTEC is initiated with a detailed session on the client's background, business model, culture, values and mission. This instills a sense of belonging.

CALTEC encourages subject matter experts from the client to be onsite at our facilities, to not only assist with the transition process but also help re-create the client's culture at CALTEC.

Each team follows the working and holiday calendar of the client. This results in increased understanding of the client and the end customer.

The clients' disciplinary policy is mirrored and approved by CALTEC's Human Resources team