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Amigo Groups. 255/2, N.S.C. Bose Road Kolkata - 47 Email : info@amigogroups.com. An Introduction…. Amigo Groups provides both B2B and B2C Call Center services, to a wide variety of clients of all sizes with vastly different needs.

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amigo groups
Amigo Groups

255/2, N.S.C. Bose Road

Kolkata - 47

Email : info@amigogroups.com

an introduction

An Introduction…

Amigo Groups provides both B2B and B2C Call Center services, to a wide variety of clients of all sizes with vastly different needs.

(Outsourcing your requirements can be on a project-by-project basis or through developing a long-term more comprehensive partnership.)

vision mission
Vision & Mission…

“To be an integrated RIGHT sourced services provider of choice, through providing high quality managed services ”

objectives
Objectives…

To deliver the highest level of quality, customer service, and convenience for our clients.

To hire the best people available.

To continue to develop them for our clients through courses, seminars, and on-the-job training.

Responding rapidly to our client’s constantly changing needs, as well as to changes in the Call Centre industry.

To invest in cutting edge technology to meet and exceed our client’s expectations.

To meet industry standards and customer need in a timely manner.

To make a significant improvement in the quality of life by providing cutting edge technology solutions.

corporate profile
Corporate Profile…

An International Call Center located in Kolkata having state of the art Infrastructure, Technology, Equipment and a dynamic group of professionals with extensive experience in the entire gamut of call center industry.

The company is able to draw on a wide range of unique skills and expertise to ensure that it’s client get the highest quality solution. We combine strategic technical, operational and organizational expertise with proven disciplined approaches.

Director : Mr.Somenath Nag

what we do
What we do…

Inbound

Help Desk, Customer Services

Outbound

Telemarketing Market / Customer Research, Customer Acquisition Programs, Mortgage, Telecom, Claims, etc.

infrastructure and facilities
Infrastructure and facilities…

Beautiful Facility in Kolkata.

Total Area : 2000 Sq. feet with capacity to expand to 6000 sq. feet in 3 Phases

Present Capacity :32 Seats (Single Shift), expandable to 100 Seats.

Built in Facilities : Redundant power with Back – Generator (120 KV); Cafeteria to support 24 hour Operation.

technical characteristics
Technical Characteristics…
  • Predictive Dialer
  • Automatic call Distributor
  • Cisco Routers
  • Voice Switch
  • Alliance FIBER Connectivity
  • Bandwidth : 2 MBPS
  • Fiber connectivity for bandwidth for backup
  • Localized PSTN Connectivity
technology reports
Technology Reports…

The VICI Dial Soft Application provides electronic daily, weekly, monthly and quarterly reports that are available (with hard copy back-up), outlining performance against metrics, costs, cost savings, quarterly highlights, etc.

The VICI Dial telephone switch provides full call detail reports including:

Calls answered

Calls abandoned

Average talk time

Ratio :Connects / Pitch

Other Features of VICI Dial soft : Digital Voice Recording, Agent Specific Call Backs, etc.

agent profile
Agent Profile

BASIC QUALIFICATIONS

  • Minimum 10+2 , Graduates are preferred
  • 1-3 years experience

CRITICAL SKILL SETS

  • Computer literate
  • Ability to read and write English fluently
  • Typing speed of 30 wpm
  • Knowledge of telephone systems
  • Customer service skills
  • Basic product knowledge
  • Basic procedure knowledge
  • Exposure to western accents and culture

LOGICAL ABILITIES

  • Exposure to if / then analysis
  • Decision making abilities
  • Agility / accuracy with numbers
  • Analytical ability
recruitment process
Recruitment Process…

Vacancy

Internally filled

External Candidates

Internal Job Postings

Empl. Referral Scheme

Walk - ins

Print Advt.

Online Advt.

Application for Promotions / Transfers

Screening CVs

Group Discussions

Written Test

HR P. I.

Personal Interview

Speech Test (Tel.) / Selling Skills

Final Interview

(HR, Ops., Trg.)

Decision

Decision

typical training calendar
Typical Training Calendar…

TRAINING SCHEDULE FOR NEW RECRUIT:

Day –1 Introduction and Induction to the Company

Induction To the Company

Organization Chart

Sharing the Vision and Mission of the company

HR Policies

Growth Path

Administration

Standard Operating Procedures.

contd
Contd…

Day-2 Call Center Overview- Operations

Experience sharing –1 TL and 2 Agent

Meeting with the Management

What’s in it for them - The Big Picture

Customer Relationship Management – CRM

Day-3 Akarasia and Learning Curve

Day-4 Communication Skills

Day-5 Telephone etiquette and Mannerisms

contd1
Contd…

Day-6 Selling Skills

Day-7 Tele Sales [cont.]

- Test-1 -

Day-8 Accent Neutralization, basic grammar

Day-9 Learning the Phonetics and word stress, Recordings

Day-10 Intonation and Liaisons the American “T”, “R”, “L”.

Day-11 American Culture, States and People

- Test-2

contd2
Contd…

Accent Training

Product and Process Training

Day-12 Product Training - 2 Hours

Day-13 Script Practice - 2 Hours

Call Barging - 2 Hours

Mock calls - 2 Hours

Day-14 Product Quiz – Mock Call rating - Test-3

Consolidate Test 1, Test 2 and Test 3 Results.

Set Bench Mark

Day-15 Go Live

induction program
InductionProgram…

CRA

joins

INDUCTION

Skill Based

Organizational / Operational

On – the - job

Individual Self-Analysis

HR / Admin. Policies

Training Need Analysis (Immediate Superior

At Work -Station

Organization Chart

Classroom Training

Mock Calls

Evaluation

Floor Rules

Feedback to HR & Ops.

SOPs

Feedback to

Individual

quality methodology
Quality Methodology
  • Planned Development and implementation of new services
  • Process control, audits and improvements
  • Transition monitoring
  • Contingency Planning
  • Data Integrity and security
  • Statement of direction
  • Planning and review process
  • Business strategies and plans
  • Management system review

ENABLER

PROCESS

GOAL

  • Client and end user satisfaction & dissatisfaction
  • Service & quality
  • Key supplier performance
  • Process level efficiency
  • Resource utilization
  • Staff attrition & absenteeism
  • Staff satisfaction & safety

PERFORMANCE

DRIVER

PLAN

  • Structured job descriptions, training and skills verification
  • Performance mgt, compensation & recognition
  • Work environment &Culture

PEOPLE

performance management work culture
Performance Management & Work Culture…

WORK CULTURE & ENVIRONMENT

Safe and healthy physical working conditions

360 degree feedback

Free transport to and from workplace

Round the clock subsidized cafeteria

Much More…..

PERFORMANCE MANAGEMENT

Six monthly performance appraisals

On the job reviews

Reward and recognition

Mentoring

Performance appraisal linked to monitoring scores

strength of megas
Strength of MEGAS

Edge on Price Performance

Quality Deliverables

Latest Technology

Easy & Efficient Transition Process

Campaign Specific Reporting (Daily, Weekly, etc.)

Value Added Analysis & Reports

slide20
Director :

Somenath Nag

+919874445453

info@amigogroups.com

PLease contact

….. for customized customer centric solutions!

slide21

Thank You

255/2 Netaji Subhas Chandra Bose Road

Kolkata - 47

Email : info@amigogroups.com