Consulting

As best practices are adopted across industries, service delivery becomes the key differentiator. Delivery Continuum is usually a matter of great thought and links to the organizations' mission. We help translate service vision to service reality.

We undertake end-to-end projects for companies, from understanding their company vision, defining their service vision and developing appropriate training solutions to help their employees achieve service excellence & helping execute training delivery across multiple locations.
Our services range from developing training material, executing training programs and monitoring key customer touch points to ensure standardization of service delivery and process adherence. Evolv also handles the logistics challenges mainly in training across the lenght & breadth of the country.
Service is as much a function of the people the customer comes in contact with, as the process through which the service is delivered. Small elements in the process have the potential to make a large impact. It is our job to identify them and bring them into the training modules.

Content Development  
Evolv helps client create customized content based on their language soft skills or product need

Service Vision Creation  
We help create service visions for our clients based on our understanding of the organization and its goals. The service vision forms an overall philosophy of how our clients want to relate to their customers and becomes the foundation on which their service standards will rest.

Service Process Creation
Based on the service vision, and the priorities that our clients have for their customers at different points of contact, a service process is created. This process is supported by creation of standard operating procedures.

Best Practices Creation
Our experience in our clients’ domain enables us to collect information on best practices across organizations. These are put together and are used as part of the training program.

SOP Creation
Our clients’ service process enables the creation of the Standard Operating Procedures (SOPs) for each points of contact. This ensures standardization of service delivery for the client across employees, across locations in the company.

Script Development
The transactions taking place between our clients’ points of contact and their customers are scripted. Employees are made to practice scripts regularly throughout the training program to ensure that classroom practice is as close to the real-time environment.

Benchmarking
Assessment parameters to assess each of the clients’ contact points are put down. Based on the clients’ service vision, benchmarks for each contact point are arrived at and employees monitored against them.

Training

Evolv recognizes that each client’s needs are different. We conduct research & training needs analyses, develop a solution, validate the solution with your goals and only then implement it.

1. Programs       2. Methodology      3. Assesment

Evolv has trained for Captive and Third party BPO Companies, companies in Travel, Financial Services, Hospitality, Information Technology, Real Estate, Telecom Industry and the Government.

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Training Methodology

The Audio-Lingual Method Drilling, personalized attention, enacting situations, audio-visual exercises and inputs. Positive reinforcement and appreciation, feedback and solutions after the exercises. Focus on pronunciation and accurate speech.	Suggestopedia Role-plays, jazz chants, read-alouds, oral and written comprehension exercises. Provides for a non-threatening and positive learning atmosphere.
Communicative Approach Interactive approach for expressing, sharing and disseminating ideas and practicing skills in the training session. Group discussions, debates, opinion polls are conducted and the trainer provides individual and group feedback. Flow of thought is not interrupted and participants are in a position to express themselves effectively.	Written Exercises Good way to test a trainee’s retention of various concepts discussed. These can then be used for assessments. This approach ensures that participants have referral material for future use.
Lecturing Imparts skills and concepts and adds value to the participants’ own inputs and experiences. We utilize the Socratic method of lecturing. This method extracts insight from the participants themselves, instead of just lecturing in monologue. Attention spans are taken into account – so no lecture is too long or too monotonous.	Games & Simulations Games and simulations are useful and stimulating as introductory tools to other activities. Focus is placed on the topics at hand. They involve the entire class and allow participants to think on their feet, which is an important part of their job. These also facilitate problem solving in the form of enjoyable activities used to underline and recap certain points.

Rationale

Each of the training models being used caters to the specific needs of the participants. For example, while the Audio Lingual Method trains them on being accurate on the verbal aspects in a more personalized manner, Suggestopedia helps them react to different situations through simulation of scenarios they would come across in their day-to-day working. The Communicative Approach gives them the freedom to use different skills and verbalize their views at will.

A good blend of these adult learning techniques helps optimize the learning process making it conducive for all participants to get the maximum benefit out of each session.

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Training Assessments

Based on the level of participants and the expected learning outcome of the program, an assessment metric has been exclusively created by us for each training program called the Assessment Rubric.

Assessment Rubric

The Rubric Tool scores the level of capabilities of each of the participants, objectively. This allows us to gauge their skills and compare them with their counterparts.

The Concept - Each item on the assessment metric has a number scale, ranging from 1 to 5, with guidelines to score the item. The scale will measure approximately the mastery level of the skill, which the item evaluates. The lowest number 1(one) indicates a complete lack of understanding of the concept, or no answer at all. The highest score indicates a complete mastery of the skill being assessed.

The advantage of using the rubric tool is two-fold:

• Objectivity & Uniformity : Normal individual subjective style scoring of items lack objectivity and uniformity in evaluation, these can be attained through this process
• Performance Scale : The format of this scoring system also provides a background to the assessors. This acts as a model with which they can consistently and effectively score future assessments, with minimum variance.

Assessment Process

Evolv begins by conducting a pre-training assessment based on the training plan for all participants, after which the training is executed on the skill areas ascertained.
For programs ranging from 5 days and more, mid term assessments are also conducted.
Final assessments are conducted at the end of training to check performance levels of the participants; one-on-one feedback is given and a Developmental Action Plan is drawn out.

Depending on the module, participants are gauged through Verbal Assessments (Free Speech, Passage Reading, Mock Calls) and / or Written Assessments (Objective and Subjective Tests).

Certification

Benchmarks are set for both pre and post-training assessments for each program. Participants need to achieve the desired scores to be able to obtain the certification at the end of training.

Learning Sustenance

We suggest a reassessment of all participants at Periodic internvals. This can be done through on-the-job monitoring, or periodic online assessments & quizzes.

Results can be tracked from hire to floor using the Litmus Assessment engines for an organisation to analyse profiles & institutions that contribute to maximum increase in productivity.

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Auditing

Evolv is the leader in Service Delivery Auditing in India . Any investment in optimizing service delivery needs to be justified. This can happen only when the results of the activity are visible to the customer.

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Assessment

Here is a growing need to professionally assess knowledge, skills, abilities, and attitudes of people. While making crucial decisions based on the outcome of an assessment, the validity, reliability and administration of the test in the most secure and fair manner needs to be ensured. Assessment is a science. At NIIT Litmus, we practice it. Assessments can be used very effectively as a tool to:

Products and Solutions Services

Our customers (Individual, Corporate, Education and Government) use our solutions and products for: Pre-hire Assessments

NIIT provides full solutions as well as individual components of its services for both low stakes as well as high stakes exams. The products and services include:Assessment Strategy