Frequently Asked Questions

How do I verify whether the Privacy and Integrity of my customer data is protected?

Pinnacle has in place stringent policies to ensure confidentiality of data. Strong physical, network and electronic security measures ensure that confidential data does not go out of the site. Based on client specifications, our employees sign a confidentiality agreement at the beginning of any engagement. We also adopt all additional measures required by clients.

Will outsourcing to Pinnacle mean I lose control over my processes?

Pinnacle considers itself to be a strategic extension of your organization's capacity. Hence, we work the way you work. Our relationships are characterized by our willingness to be flexible. We provide you with long-term visibility into every aspect of our relationship, which allows you to retain control over your outsourced processes.

Does Pinnacle attract and retain high quality people?

Pinnacle possesses the ability to attract and retain best of breed. Our highly selective hiring policy for all levels ensures consistent quality in our human resources.

Will outsourcing be cost effective/ justified in the long-term?

Pinnacle believes in providing clients with benefits, which go well beyond initial labor cost arbitrage. Through our SLAs, we commit ourselves to deliver quantifiable year on year benefits to our clients.

Does Pinnacle have adequate infrastructure to support my business processes?

Pinnacle is based in Kathmandu, Nepal. It has world-class facilities in terms of security, power and connectivity.

Will Pinnacle help me address and facilitate organizational change?

Pinnacle understands the value of buy-in within the organization for the outsourcing initiative to be successful. In order to facilitate senior management commitment, we adopt the following approach:

  • We formally initiate a Change Management Program, with the help of specialists from within Cipher and external agencies, before moving processes offshore
  • We establish a clear governance model around the outsourcing initiative
  • We seek to build credibility by understanding your business and proposing a solution that addresses all your concerns around outsourcing

How does Pinnacle ensure effective knowledge transfer in order to execute my processes efficiently?

Pinnacle follows a structured approach, which ensures that knowledge is captured correctly to the last level of detail and in a manner suitable for effective dissemination. This is bolstered by our domain competency, attention to documentation, and development of training content with you.

Pinnacle’s training facilities in Kathmandu can impart training. We usually follow the "train the trainer" approach, where our personnel visit you, understand your processes and then impart training to the offshore personnel.

Does Pinnacle provide robust business continuity planning?

Cipher BPO has a comprehensive business continuity plan.

Is India a good destination to outsource to?

In recent years, Nepal has emerged as one of the most favored destinations for outsourcing because it provides sustainable advantages of:

  • Large English speaking population
  • Talent arbitrage
  • Cost arbitrage

Will Pinnacle be able to successfully address the issue of cultural diversity?

Pinnacle has a well-established training program with a strong orientation towards cultural training. It addresses the nuances of all geographical regions and is highly interactive. For example, FTEs are imparted hands-on training through live interactions with representatives from your company. The growing ties between India and the West have created high cultural awareness and acclimatization to the Western culture.