We are glad to share with you that our merchant care team has successfully achieved the Six Sigma Level in Quality Assurance. We did this by increasing efficiency, reducing errors, innovating products for better merchant experience and attaining international standards of excellence in our merchant care services.

What is Six Sigma?

Six Sigma is a methodology for pursuing continuous improvement in customer satisfaction and experience. It is a management philosophy to improve effectiveness and efficiency. Six Sigma is a highly disciplined process that helps us focus on developing and delivering near-perfect products and services by decreasing the probability of errors.

In January 2019, our Care team – which looks after merchant experience and support – identified 15 target areas to improve upon by December 2019, in line with PayU’s overall goal of continually improving merchant experience.

In September 2019 itself, the team achieved all the targets and substantially improved merchant experience across 3 service centre locations which are responsible for servicing a merchant base of more than 3.5 lac. This included significant reduction in the number of escalations and interactions with merchants, improving the ‘First Time Resolution’ percentage, reducing average handling time and further enhancing soft skills. The team now offers best-in-class care services to merchants, faster and more accurate resolution of queries.

“We, at PayU, take great pride in ensuring that we provide fast and seamless care services to our merchants. Attaining globally recognised compliance standards such as Six Sigma is hugely important as it enhances our communication with our merchants and ensures our servicing to them is of the highest quality,” said Sukhinder Singh Thapar, Director Merchant and Customer Experience, PayU.

We keep innovating and bringing in new products and features that help our merchants grow their business and simplify online payment experience for their customers. Our aim is to build more products that ease our merchant’s business needs, in the future.

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