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Contact center capabilities v1

Service 007 offers a fully integrated Call Center Service along with our CRM, with a focus on Customer Support processes. We have established unique capabilities and developed IPs, which serves millions of customers in an effective, qualitative and cost-effective manner.

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Contact center capabilities v1

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  1. Contact Centre Capabilities

  2. Customer Broadcast CB is part of a technology-driven industrial group with a global presence and a half-century old history of financial stability and excellence. CB works on a customer-centric business model. Supported by a strong team and state-of-the-art infrastructure, CB has the capability to rapidly scale-up resources on demand. We target our collective strengths to ensure that our customer’s get the most effective solution that they deserve and pay for. Contact Centre CRM Analytics Mobility Tracking & Monitoring Cloud Services

  3. Our Services Customer Satisfaction Survey Inbound Customer Service Loyalty Management Feedback CRM OutboundCustomer Service Customer Broadcast is a fully integrated Inbound Call Center and Software Development company established in the Year 2000. With full focus on Inbound Call Center processes and Service 007 CRM, Customer Broadcast has established unique capabilities and developed IPs which serves millions of customer in effective, qualitative and cost effective manner.

  4. Thequalityand level of supportyour customers receive from you before, during or after a transaction canmakeorbreakyourbusiness..

  5. Why Us 01 BusinessIntelligence Access Routing • Multi Channel Access to Customers • Reliable and Cost Effective • 24X7X365 Availability 03 • Real Time Reports • Data Driven Analytics • Centralized Control on Operations 02 • Timely and Accurate Routing of Customer Issues • Accountability of Action • Timely Escalations

  6. Operations OPERATIONS 9 languages PAN INDIA SUPPORT 24 * 7 Chennai , Trichy & Ranipet 1200+ TEAM STRENGTH OUR OFFICES

  7. A Better Customer Support System Has These FOUR Things in Place Reliable Processes Supportive Technology Customer Support Gurus Well-Crafted Scripts That’s were CB stands

  8. Operations – An insight Full dedicated, 24 x 7 available on holidays, weekends Equipped with latest hardware / software. Skill based routing. Day & time based call routing, any call any where Automated software based report generation, no human intervention, software enabled time stamping for all calls Realtime dashboard for all processes to monitor Drop%, AHT, AQT Online call barging / whispering to monitor quality of incoming / outgoing call TRAINING &QA SoTATECHNOLOGY 24 x 7 x 365 SUPPORT DATA SECURITY SLAADHERENCE

  9. Operations – An insight 01 02 03 04 Recorded call evaluation C SAT (Level 90% and above) Certification Quality Process • 5% to 45% depending on client • Approx 5% of Live barging • Two-Layer PIP • Data Certification • Standard Operating Procedure • System usage capability • Effective Customer Handling • Product & Process knowledge • Minimum 10% or 45 calls per agent per month

  10. Operations – An insight • CRM Integration Interactive Voice Response (IVR) System • Voice Logger 02 04 06 07 01 03 05 Computer Telephony Integration (CTI) Automatic Call Distributor (ACD) Comprehensive Reports Predictive Dialer

  11. Outbound Customer Service Customer Retention 03 Appointment Fixing 04 02 Customer Feedback Gathering Customer Loyalty 01 05 Accounts Receivable CSAT Survey 06 • Handling 5000+ Outbound calls a day

  12. Inbound Customer Service Order Booking 03 Loyalty Management 04 02 Compliant Registration General Inquiries 01 05 Service Registration Dealer Inquiries 06 • Inbound Process Expertise of 14 + years - Handling 50000+ Inbound Service Calls Every Day

  13. Happy customers are the Lifeline of any business. Is your call center Ready?

  14. Major Systems • PRI Cards • Server Hardware • ACD SW / HW • OS • Servers • Data Center • Data Center Connectivity Dialer ACD Connectivity LAN Service 007 • Desktops • LAN Servers • Switches • LAN Cables • Lease Lines (Internet) • PRI Lines

  15. High DLL / Stored procedure / Logical Failure / BUG 007 Server high CPU usage PRI Lines Failure Toll free Issue 007 Server Failure Hacking Attack Impact HD Full Low High ACD Server HW Failure PRI Card Failure Virus Attack Data Center Offline Probability Provider Interconnectivity Failure Internet failure CB Plot LAN Wiring related Failure 007 OS Failure LAN Server Failure Desktop Failure Low

  16. DATA CENTERFeatures: Fire Protection Security Raised Floor • Installed Fire Extinguisher System (Non-water based) • Smoke detectors placed both above and below • Access Controlled Doors • Proximity card • No keyed locks or numbered keypads • Provision for Electric power and cooled air below

  17. Network Intranet Connectivity Internet Connectivity Security • Installed CISCO 2921 router in top layer • Installed Layer3/2 switches with 10/100/1000 • HP 5500 EI 24P / HP 2510 G 24/48P • Configured functional based VLAN’s • Installed Layer3/2 switches with 10/100/1000 • HP 5500 EI 24P / HP 2510 G 24/48P • Configured functional based VLAN’s • Installed Fortigate 200B H/W firewall. Dual ISP Link for Data & Voice

  18. Business Continuity Plan Backup for all production data’s / Critical Servers.Redundant Servers / Hardware's. Well equipped Secondary Site. Periodical DRP Drills. Trained ERT Members Implemented Disaster Recovery Plan ISMS 27001 Preliminary Audits conducted for ISMS.Developed ISMS policies & Procedures. Scheduled Vulnerability Assessments conducted for Servers/Desktops/Network Equipments by using NESSUS

  19. Support & Services 03 Support contract with OEM 04 Good co-ordination with local support vendors, External parties and Building Maintenance Team 02 24/7 support for critical servers & other equipments 05 01 Well trained / certified in-house Engineers Strong SLA

  20. THANK YOU Arun Venkatraman | +91 78710 03137 | +91 44 4290 1300 | arun.v@service007.com

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