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Inbound Call Center Services provided by Josoft technology PowerPoint Presentation
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Inbound Call Center Services provided by Josoft technology

Inbound Call Center Services provided by Josoft technology

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Inbound Call Center Services provided by Josoft technology

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  1. Inbound Call Center Services In today's cutthroat business environment, one needs every possible advantage to keep business growing. Inbound call center services plays a key role to turn potential customers into valued clients. Call centers are committed to handling a large volume of incoming calls, but inbound call center services include more than taking caller messages they literally function as a customer service department and extension of your business. Inbound call center services include providing answers to any questions customers might have about offered services and products, and many more. Having an efficient and prompt inbound customer care or customer support is as important as a product or service. In absence, you risk losing out on your valuable customers to your competitors. If lately you have been unable to meet the grueling demands of customer support in-house, why not consider outsourcing inbound customer support to Josoft Technologies? We are a well-established and reputed outsourcing company, which has handled inbound customer service operations of several global organizations, across a wide range of domains over the years. Our high-tech infrastructure, presence of skilled call center professionals and usage of latest telecommunication software helps us provide prompt and efficient call center support and phone answering services 24x7 that are tailor-made for your customers. JOSOFT TECHNOLOGIES's Inbound Call Center Services: Charge back handling services Consumer Response Customer Services Dealer Locaters and Referral Services Direct Mail /TV Response Order entry services Payment collection services Product recall management & Technical Information Real-time inventory status services  Toll Free Response / Toll Free Services  Virtual Receptionist Services  Warranty registration services  Website Response Help Desk Solutions Rebate processing services

  2. UK TELECOM INBOUND UK TELCOM INBOUND Project Name As per the current "telecom deregulation act", BT being overloaded with customers and thus to maintain their service level delivery they have ventured into distribution of its customers to other organizations who with their own capabilities can render services to the BT customers. This Telco has ventured with BT and thus procured a part of its customers to render services. Project Description Minimum Seats Allotted 10 To 25 Seats Seats Required GBP 6/Hour/Agent Payout TYPE OF PROJECT Processes Transition - Customer Service Repair Tasks to be Executed 1. Layer 1 and Layer 2 Troubleshooting 2. Router installation and configuration 3. Open Trouble tickets 4. Handle Kit Issues 5. Schedule Dispatches 6. Escalate with support departments Key Deliverables 1. Perform various test and support Of B2B and B2C 2. Troubleshoot wide range of Layer 2 repair issues 3. Create & Escalate Processes Transition – TT Management Tasks to be Executed 1. Transitioning of New and Assigned Ticket 2. Scheduling Dispatches 3. Follow up and Escalate TT 4. Test and Close Resolved TT Key Deliverables Provide Back end Tech support for Repair 1. Perform various test and support 2. Perform end to end testing on consumer Line 3. Handle provisioning issues post order closure 4. Perform Layer 1 and 2 Trouble shooting on 8hrs x 30 days as of now; graduating towards 24/7 shift Turn Arround Time Technology used Processes Transition - Tier1 Repair Tasks to be Executed 1. Layer 1 and Layer 2 Troubleshooting 2. PC trouble shooting 3. Installation and configuration 4. Opening Trouble tickets 5. Handling Kit Issues 6. Scheduling dispatches

  3. 7. Troubleshooting Voice issues 8. Escalating to support departments Key Deliverables 1. Provide end to end support to Fixed Line phone and Broadband customers 2. Identify and Diagnose DSL issues 3. Perform Layer 1 and Layer 2 Trouble shooting 4. Support Installations Certifications Required 1. Required Documents with LOI: 1. Complete Company Profile along with strength of seats and Past experiences. 2. Detailed Technical Specification of Server and Setup. 3. Data Security provisions in the Company. 4. Dialler specification (Confirm whether you have the capability of 3 way conference, e- messaging, silent Calling message, CLI display, hosted or premises) 5. Bandwidth facilities (Internet Redundancy if any) 6. Power backup facilities available. 7. Certification(s) (if any) 8. License(s) 30 days Payment Frequency Online Training & Support Advance Payment On Going Live Advance payment 18 months revised after 12 months based on performance Challenges faced