Introduction of Service007

Who We Are The Thirumalai Group Vedavalli Vidyalaya Thirumalai Chemicals Ltd • (2000 Cr Turn over) Thirumalai Charity Trust Ultramarine & Pigments Ltd Lapiz & Customer Broadcast • (150 Cr Turn over)

Customer Broadcast InboundCustomer Care CRM Loyalty Management FieldMobility Customer Satisfaction Survey Analytics Customer Broadcast is a fully integrated Inbound Call Center and CRM company established in 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..

Why Customer Broadcast? 01 Business Intelligence 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

CB’s USP

Operations OPERATIONS TEAM STRENGTH FACILITIES ALL INDIA SUPPORT Chennai , Trichy & Ranipet 9 languages 24 * 7 1200+

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 process to monitor Drop%, AHT, AQT Online call barging / whispering to monitor quality of incoming / outgoing call 24 x 7 x 365 SUPPORT QUALITY CHECK UPDATED TECHNOLOGY AUTHENTIC DATA SLA MONITORING

Operations

Reports Park information Agents attendance / login / audit Call response Internal productivity / disposition wise Customer satisfaction analytics Disposition analytics Daily call volume hour wise

Productivity measurements Calls received, Calls answered, Calls abandoned Challenges / cross learning AHT, AWT Customer complaints Calls , Login hours, Break time, Wrap-up time

BCP All servers have back up servers 24 hour Generator backup All telephony equipment has parallel systems for backup 6 hours UPS backup for all systems High Speed Internet connections have multiple backups provided by different providers

CB Advantage Higher customer Quicker TAT Timely MIS Reports Timely follow up Timely escalation

Quality Criteria CLIENT CERTIFICATION Before an agent is put on call, he / she has to go through a client specific call certification process, where our quality team along with the client conduct series of test and mock call sessions.

Differentiators

Data Protection • Dedicated virus box to ensure safety from virus and spyware • Proxy servers to ensure all internet and LAN activity is monitored and restriction rules are applied • No Agent desktop has external drive access • All client related data is handled by dedicated MIS teams • All employees are signatories to strict Non Disclosure agreements • All employees go through a verification and reference check • All systems and Software are password protected

Some of our Clients

Thank You Joseph Kurian Asst Manager – Sales & Marketing marketing@service007.com +91 44 4290 1300 * 341

Introduction of Service007

Introduction of Service007

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