FAQs

Q. How long has CPI been in business?

A. The company was founded in 1997 to perform offshore programming. BPO and data/content management services were added in 2000.

Q. How are project communications handled?

A. Ease of communication is a top service priority. U.S.-based managers handle all contacts involving contracts, project planning and implementation, changes and other issues.

After project training, testing and approval, day-to-day production communication is handled via email, phone, Skype, web meeting or IM chat. CPI hosts an internal IM chat and file server that is completely secure. Each customer is authorized to set up a user name and password for communication access at any time.

Q. How are project fees determined?

A. Globally competitive prices are determined in collaboration with customers. CPI typically saves customers 40% to 60%, compared to processing the same work in-house. Costs for each project process are determined primarily by project team skill levels, software setup and communications platform used.

Production fees are based either on units delivered or hours/days of work. A processing agent can be hired for a monthly fee. Additional costs for dedicated Internet lines, hardware installation or developing customer-specific software are priced before any project begins.

Q. Where is work performed?

A. CPI has a company-owned facility at a technology center in Xian, China, and partnerships in Mumbai, India; Coimbatore, India; and Manila, Philippines. CPI uses a "best-shore" approach, assigning projects to the most advantageous combination of sites for cost, timeliness and quality.

Q. When is work performed?

A. U.S. managers and customer service representatives are available weekdays from 8 a.m. to 6 p.m. EST. Offshore production teams work around the clock Monday through Saturday. Sunday shifts are arranged when required by customers.

Q. What is the staff size?

A. CPI has 800 direct employees, including network support, IT development and QC/QA.

Q. What are the security standards?

A. CPI has successfully completed the SAS 70 Type II audit, with the firm Deloitte Touche Tohmatsu. SAS 70 (Statement on Auditing Standards No. 70) is a widely recognized program developed by the American Institute of Certified Public Accountants to provide third-party assurance that service organizations uphold professional standards and proper internal controls.

CPI earned certification for ISO 27001:2005 Information Security Management System (certified since 2007) and ISO9001:2000 Quality Management System (certified since 2005).

CPI also meets requirements of additional confidentiality and privacy standards, including HIPAA and GBLA. Our sites have advanced network security, disaster recovery and electrical/Internet backup. See Security.

Q. How are documents and data exchanged?

A. CPI generally uses a remote connection directly in the customer's IS system (Remote Desktop, VPN, Web Services, Citrix), using the appropriate workflows, databases and files.

For offline processes, customers provide data or documents via XML, VPN, FTP/SFTP with encryption, or on encrypted media via FedEx, UPS or other carrier. We have experience with a variety of commercial and proprietary encryption products.

Q. What quality controls exist?

A. A modified Six Sigma/DMAIC approach is used to define, measure, analyze, improve and control systems and error reduction. A combination of human quality assurance and software-based techniques mitigate errors and measure service quality metrics.

The personal approach involves training and re-training, random sampling, planned and unplanned supervisory oversight, random listening to live calls. Electronic programs include data validation, data scrubbing, call recording for review, optical character and intelligent character recognition.

Results are shared with clients to analyze the potential for improved quality. Customer surveys also are part of the focus on continuous improvement as an ISO 9000-certified company since 2005.

Q. How are new projects planned?

A. The U.S.-based staff meets with each customer to address project goals, desired outcomes, possible barriers to success and integration with internal processes.

The next steps are to map the complete process, establish service metrics, identify system requirements, identify monitoring and reporting requirements, and determine staffing needs (skills, experience, training).

Q. What steps follow planning?

A. An agreement with project terms is prepared. It includes a warranty period, confidentiality pledge, service level expectations (measurements, reports), control factors and points of contact. Also addressed are emergency or problem escalation contacts and process, as well as responsibilities, risk-sharing, errors and omissions insurance.

Naturally, project agreements also document compensation, incentives and penalties.

Q. What are the final implementation steps?

A. After staff training and testing, parallel processes are run until customer QC approves CPI outputs. Analysis continues during project, with adjustments when needed.

Q. Can references be provided?

A. CPI has worked with more than 200 clients. References are available in most industry verticals, though we never identify clients without permission.