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Leading Provider of Value-added Customer Support / Call Center Services An ISO 9001 : 2008 Company.

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Presentation on theme: "Leading Provider of Value-added Customer Support / Call Center Services An ISO 9001 : 2008 Company."— Presentation transcript:

1 Leading Provider of Value-added Customer Support / Call Center Services An ISO 9001 : 2008 Company

2 Bridging the GAP between your customers support related needs and building Customer Delight. We provide you a highly cost-effective, flexible and scalable Customer Support Operation set up

3 Proven Expertise & Experience Integral part of Indias No.1 Financial Accounting Software Company - Tally Solutions Thousands of man hours of experience and expertise Handling thousands of calls daily For customers across Asia, The Middle East, Europe and Africa

4 Our Team Vastly experienced and highly trained Customer Support professionals Operate from a highly secure and hi-tech facility

5 Our Approach Offer customers immense flexibility Customised services Total quality assurances Operate in real time Benefits from Hour 1

6 Domain Expertise & Competency INDUSTRY EXPERTISE PROCESS COMPETENCIES SERVICE CHANNELS Contact Voice Email Fax White Mail Transaction Processing Blended Voice & Email Voice & Transaction Transaction Processing Mailroom & Scanning Plan Building, Claims Audit, Help Desk, OPR Order Fulfillment Account Maintenance Application Processing Fulfillment Services Outbound Voice Telemarketing Lead Generation Database Building / Cleaning Soft Collections Welcome Calls Provider Calls Inbound Voice Customer Care Collections Technical Help Desk Service Provisioning Product Support Cross-sell & Up-Sell Directory Enquiry Member Calls

7 Quality Control Systems Initially 1 call per agent per day for a week Start Agents on Calls 90% Exceeds Between 60 to 90% Less than 60% TL & QA Team Monitor Calls Using Voice Logger Agent given formal feedback by Team Leader & Quality Analyst Bucket (A) If in a fortnight achieves > 80% moves to Slot A Agent not pulled out of production But put on refresher training Bucket (B) If in a week achieves > 60% Moves to Slot B Agent removed from production for further training & mentoring Bucket (C) 2 Calls Per Week 5 Calls Per Week Agents on Calls 1 Calls Per Day

8 Key Differentiators We provide your customers world-class support without additional manpower or technology No infrastructure pre-requisites Commence operations, literally, from Hour 1. Infrastructure fully geared for immediate deployment

9 Key Benefits Immediate and immense Cost and Time Savings No Minimum Time / Minimum Budget Constraints You choose the type, duration, timing, language… Size not an issue… we work with Large and Small Enterprises alike, with equal Zeal Personnel highly trained & experienced

10 Key Benefits Zero start-up costs Fixed charge basis… hence no cost overruns Infrastructure and resource costs ours Immediate deployment…hit the ground running Latest technology in telecommunications and customer-care

11 World Class IT Environment US/UK/Australia Remote PSTN Network Remote VoIP Gateway WAN Modem Router Configuration of VoIP minutes AbovEdge/3 rd Party VoIP Gateway Trunks E1/T1/Analog Recording Server PC based PBX CTI h/w on PCI slots RJ 45 To RJ 11 KRONE Patch Panel Agent Floor RJ 11 TCP/IP Terminator near respective Agent PC Campaign Manager TCP/IP Contact Server Database server Predictive Proportional Power Preview Progressive Dialer Report Agent TCP/IP Admin Console Agent Console Software Console Independent of Licenses/Machines Domestic Calls

12 Latest Technology Backup Latest technology environment… ensuring 100% reliability, flexibility and security IPLC links via diverse and redundant routes Redundant domestic loop VPN connectivity for back up

13 Latest Technology Backup Back-up for all critical equipments Availability of captive power with redundancy Round-the-clock availability of technical services team

14 Sample Workflow Screenshots Workflow can be created and adapted to suit individual client requirements

15 Real Time Agent Performance Analysis Real-time Monitoring capability Real-time and Agent History Analysis Birds eye-view of agents on call / call status and Queuing Status

16 Sample Call Analysis – Abandoned Calls Call details, including receipt, waiting time, abandoned calls and user involvement time are studied

17 Quality Control Screenshot - Call Play-Back Demo All Agent Calls are recorded and can be played back for Quality Checks and Control Measures

18 Real-time Voice Quality Monitoring Voice calls are recorded and monitored live to check strict adherence to standards

19 Quality Control - Call Evaluation Criteria Various parameters that have an impact on Quality in Customer Support are analyzed and evaluated for maximum customer satisfaction.

20 Quality Control - Call Evaluation Criteria Strict adherence to the parameters is maintained and agents are evaluated on a continuous basis on these parameters.

21 Quality Control - Call Evaluation Criteria Customer Query, Agent Response and Customer Feedback are noted and studied for uniform and consistent quality standards.

22 To Offer World Class Support to your Customers, Contact us Now Greet Technologies Pvt Ltd. 338-339 Raheja Arcade, Koramangala, Bangalore - 560095. India Phone: +91-80-25534938 / 25523873 Fax: +91-80-30201853 Email: Website:

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