About Us
AGO is an Indian owned and managed staffing solutions company delivering world class standards and unparalleled flexibility and transparency. We are greatly committed to delivering high quality business solutions and fully managed staffing services to clients across a diverse range of industries including accounting and financial services, transport, construction, media, nonprofit, telecommunications, IT, legal, advertising, medical, retail and industrial.
What is good for Clients is Good for Business
AGO sees its role quite different from its primary competitors. We endeavor to always represent our client’s interests and to assist our clients to build and develop high performing teams that are indoctrinated into both our clients operational and cultural DNA.
We recognized a long time ago that our clients’ staff should, first and foremost, align with our clients’ culture, values and identity. As such, we work in partnership with you to always put our clients’ identity at the forefront of all career decisions and staffing solutions. The ultimate extension of this is providing our clients with dedicated private offices that are fully tailor-fit with our client’s own company branding, vision, mission and service statements.
When we do our role well, we are invisible and are silently and seamlessly supporting our clients’ teams to excel. We complement our client’s efforts by continuously implementing a range of staff development and employee engagement initiatives throughout the journey of ‘their’ staff.
What Drives Us
Staff First. At the core of everything we do is the welfare and best interest of our staff. We understand that our entire business model relies on our ability to attract and retain outstanding, high-quality talent. Similarly, we can’t execute our business if we don’t have a flourishing employee-driven ecosystem. With every single decision we make, we keep our staff’s best interest at heart first — in front of any other stakeholder.
Transparency and Compassionate Management. We strongly advocate transparency and compassionate management. This helps minimize conflict amongst team members, which, in turn, reduces churn. A huge part of an offshore operation is trust amongst stakeholders including their offshore employees. 100% transparency and compassion build trust and allows people to realize they’re all on the same team — all working towards the same goal. An offshore operation founded on trust is beyond a competitive advantage.
What differentiates us from the others?
At AGO, we take a lifecycle approach to offshore outsourcing, where we identify and address potential risks at the onset of the engagement so as to successfully achieve our offshoring goals and effectively manage relationships as well. By partnering with us, you mitigate some of the risks associated with offshoring.
Legal Risks :- Though your staff works exclusively for you, each employee is legally employed by AGO who assumes the risks associated with this. Also, clients are not bound to a long-term contract with AGO giving flexibility to changing business needs.
Commercial Risks :- Managing risks associated with doing business offshore (e.g. service delivery issues, disruption in operations, leaks in confidential information, loss of intellectual property, data security, etc.) is an important aspect of any outsourcing relationship. To ensure efficient offshore operations and seamless service delivery, we have institutionalized, structured and standardized internal processes to help minimize risks and provide a robust foundation for a stable operation across the outsourcing cycle.
Cultural Risks :-Offshore relationships present unique challenges because of the perceived cultural differences attributed mainly to the country or region where each company is located. As such, we facilitate and conduct training programs for both clients and their offshore staff to instill a better understanding of each other’s culture and business practices. At AGO, we also understand that attending to the business relationship is as important as paying attention to these perceived differences. We ensure that an effective Client/Employee Relationship system is deeply embedded in all areas of service delivery. Aided by an Indian executive management team that is heavily immersed in the operations to provide operational oversight as well as ensure that any potential cultural gaps are avoided or seamlessly managed.
AGO is proudly the opposite of traditional organizations. The company is not hierarchical, it’s flat across all operations and management is widely accessible which builds trust with our various stakeholders.
AGO’s leadership team is heavily engaged in all stages of the client lifecycle to ensure objectives are met, goals achieved and the value/cost ratio is always in the client’s favor. Our entire management team, including the CEO, work on the floor alongside the EMAPTA support staff and our clients’ offshore staff, always on the frontline and directly accessible to any one of our employees and clients. Unlike other owned and managed offshoring firms, we don’t believe in having account managers based in Client Premises as they are completely removed from the offshore operations. Rather, we have our highly-experienced management team living and onsite in India. This means that whenever you need a decision or assistance quickly or beyond the norm, maybe guidance to navigate a time-sensitive and/or tricky situation, the right person who understands the context will always be on hand to deal with it.
Processes and systems are put in place for a seamless transition.
- Fulfilment of client’s staff requirements
- Resource allocation when needed
- Performance monitoring to ensure progressive and concrete value process
Full accountability for a consistent delivery of high-quality services
- Meetings and momentum assessment
- Account review with client or management
- Staff management reporting
- Constant review and evaluation of our services and process and addressing all concerns and adjusting for the future.
- Account performance measurement
- Continuity of processes and improving effectiveness
Planning :- AGO will have a dedicated point of contact in the entirety of the partnership. A Relationship Manager will be introduced and assigned to the client on the onset, together with Site Manager they will work closely with client and team to determine and address any onsite operational needs. They would communicate agendas to the management and communicate our capabilities to address growing business needs.
Implementation :- AGO works closely with clients to ensure that support and appropriate solutions are seamlessly and effectively provided. Our approach is designed to meet both quality and efficiency with high focus on client experience, Service Level Agreement and staff performance. Once confirmed and established with our clients, a series of initiatives, processes and activities will be designed to monitor, manage and ensure quality requirements across the support team.
Calibration :- Consistent and regular meeting and calibration sessions conducted to ensure close alignment between quality expectations of our support team and our clients.
To facilitate sustainable relationship with our clients and aid our Site Managers and Relationship Managers in their daily activities, we provide real-time performance dashboards in collaboration with our HR team and use different communication channels that we have adopted to maintain a focus on delivering excellent service across all sites, thereby, ensuring our clients that the services they need are available anytime.
To achieve continuous calibration, we offer
Team meetings :- Regular, formal meeting with Site Managers and Relationship Managers under the Operations team to communicate and review site performance and address site issues.
One-on-ones :- Regular catch-up with Relationship Managers or through team leaders to review performance and identify improvement opportunities.
Side-by-side coaching :- Site Managers and Relationship Managers undergo regular executive coaching with particular focus on process compliance, site issue resolution and people management, ensuring our clients with highly adaptive and compliant leaders overseeing staff operations.
Management Review & Evaluation: Hands-on, 1-on-1 meeting with the CEO with the Site Managers and Senior stakeholders to ensure complete alignment on quality through every level of the support. AGO ensures the achievement of set SLAs and are measured to ensure high quality outcomes. We focus on communication and visibility to our clients and constantly review our performance through a range of sessions to maintain a strong focus on achieving both organisational and clients’ goals.
Across the sites, we will develop a “Balanced Scorecard” that will apply specific weightings for performance evaluation. The performance score card assures our client a concrete quality and behavioural statistics and data that will facilitate ongoing and future decisions in terms of staff management. With a robust service quality framework and concrete service delivery process, AGO ensures our clients not just short-term engagement but a long-term engagement and development that focuses its lens primarily on excellent service outcomes.
We deliver excellence through these quality assurance measures
Service Quality Expectations :- Ensuring quality interactions through high standard service behaviours across AGO support team.
Responsiveness :- Our team’s willingness to assist promptly and even go beyond expectations
Reliability :- Our team’s ability to perform promised service dependably and accurately.
Assurance :- Our team’s ability to convey trust and confidence with our clients and staff.
Empathy :- Our team’s ability to listen and act on things that are essential to our clients.
Quality Scorecards and Monitoring :- Tailored to the unique requirements of our clients focusing on soft skills and technical skills.
