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XtraNet Technologies Private Limited
BPO Profile July, 2017
www.xtranetindia.com
ISO 9001:2015 Certified
ISO/IEC 27001:2013 Certified
About Us
Who We Are
Founded in the year 2002, we are
an IT & IT enabled service provider
with broad range of verticals,
delivering timely and quality
results.
What We Offer
We offer a wide range of IT & IT
enabled services including ERP
Implementation and Support,
Application Development, Mobile
Development, IT Infrastructure,
Datacenter, Call Center, etc.
www.xtranetindia.com
Certifications and Associations
ISO 9001:2015 Certified
ISO/IEC 27001:2013 Certified
NSIC Registered
Oracle Gold Partner
Microsoft Gold Partner
HP Enterprise Gold Partner
About Us www.xtranetindia.com
Vision, Mission & Values
Vision
Become Market Leader
Implement Innovative Solutions
Provide Exceptional Services
Mission
Continual Improvement to achieve
Customer’s delight
Provide best place to work within
communities we serve
To grow all round
Values
Professionalism
Teamwork
Commitment
Accountability
Ethics
www.xtranetindia.com
Our Services www.xtranetindia.com
ERP Offerings
Enterprise Consulting
IT Infrastructure
Application Development
BPO/ITES
IT ConsultingServices
Our Services www.xtranetindia.com
BPO & Call Center Services
BPO & Call Centers www.xtranetindia.com
BPO & Call Center
A proven track record of 10+ years of experience in providing BPO services. At XtraNet, we have
developed & customized an integrated BPO platform leveraging the state of art infrastructure,
technology skills and well-laid down human policies.
XtraNet has acquired brilliance in delivering enhanced levels of customer satisfaction with our
stringent quality practices coupled with smart people and pragmatic management practices; the
primary element that separates us from our competition.
BPO & Call Centers www.xtranetindia.com
BPO Infrastructure
XtraNet operates a scalable and robust technology infrastructure consisting of Proprietary and
customer developed applications and a completely converged secure global network.
All critical components have redundancy and are designed to seamlessly allow Redirecting traffic from
one network to another. XtraNet can integrate its systems with their client applications to align with
client business process.
BPO & Call Centers www.xtranetindia.com
Features
Toll Free and Geography specific Toll
Numbers
Awaya certified Predictive Dialer
24*7 Support
VPN Connectivity to secured communication
100% Voice Logger and Voice recording
Technology driven services
16 E1 & PRI Lines between XtraNet and Client
Location
HP Enterprise Class Servers
Database for B2C and B2B Campaigns
In-Built resilience to ensure 100% Uptime.
Quality focused operation
Current Voice BPO Services www.xtranetindia.com
Processes For Telecom Domain
XtraNet is providing services for Dealer Helpline, Directory Enquiry, Welcome Calls, First Bill Call, Billing
Collection Call & other customer relationship-building calls within the telecom service Subscribers of
MP& CG Circle.
The call center caters to the need of inbound as well as outbound calls. The details of the various
processes are as follows:
Inbound Activities
Outbound Activities
Voice BPO Services www.xtranetindia.com
Outbound
Welcome Calls
First Bill Calls
Collection Calls
Retention Calling
Credit Monitoring
Proposed Barring
Zero Usage
Hands Health Checked
Multiple Connection Verification
Close looping on SR Raised
Customer Satisfaction
Address/Tele Verification Calls
Enterprise Business Calling
Inbound
Dealer Help Line Activation/Deactivation Directory Enquiry Service
BPO & Call Centers Services www.xtranetindia.com
Key Capabilities
ISO 9001:2008 Certified
ISO/IEC 27001:2013 Certified
Serves 24*7*365
Running successfully 300+ seats call center
Quality focused operation
Technology driven services
Vodafone Essar Spacetel Limited
Tata Teleservices Limited
BPO Customers
Dishnet Wireless Limited (Aircel)
BPO & Call Center www.xtranetindia.com
Services Structure
Our Call Center has the following features and deliverables:-
The working Hours are 16 hours i.e. in three shifts.
The Calls distributed through Automatic Call Distribution.
The script involved is as per requirements of Clients.
Predictive and Progressive Dialer Facility
100 % Call Recording facility
Internal & External Quality and Audits
Training facility
BPO & Call Center www.xtranetindia.com
Our Team
Operation / Project Manager
Shift / Assistant Manager
Technical Support Executive
Team Leader/Coach
Trainers Quality Analyst MIS Executives
Call Center Executives
BPO & Call Centers www.xtranetindia.com
Roles & Responsibilities
Administration Manager sees overall Admin work of the project.
Operation Manager is responsible for the overall performance of the center.
Shift Manager takes care of the output from his shift with proper motivation and functioning of
Call Center executives.
Team Leaders completely look after the performance and output of their team.
Call center Executive are our work-force, they provide desired output from their desk.
MIS Executive clears the picture by generating day to day MIS and provides timely reports to the
clients.
BPO & Call Centers www.xtranetindia.com
Quality Analyst monitors day to day quality parameters, follow Audit Process, maintain call
quality of the on board Tele callers and improvement in the overall quality scores.
Trainer is like a mentor at XtraNet, he/she train the new manpower, provide skills training,
Product Knowledge and Scripts training. He will also work for the regular knowledge test of team
and provide refreshers as per requirements.
In addition to above said personals we keep dedicated Technical Support Executives who are
there for smooth functioning of Call Center working in respect of the technical terms.
Roles & Responsibilities
BPO & Call Center www.xtranetindia.com
Key Capabilities of Team
Our Call Center Executives have the followings capabilities to handle the In Bound and Out Bound
calls
Good Listening Skills
Good Communication skills Written and Spoken
Good Service Aptitude
Ability to handle stress
Willingness to work as a part of team
Our Recruitment process involves an aptitude test, essay writing, voice test, typing test and
finally a personal interview.
BPO & Call Centers www.xtranetindia.com
Our Infrastructure & Technology Details
Awaya, Interact CRM and NEC CC Switch having facility of auto calls distribution & MIS generation
facilities
300+ Physical Desks with manpower & PC (Networked with updated Security Solutions)
3 Operation Managers, 15 Team leaders, 8 Quality Analyst, 4 Trainers, 5 Tech Support onsite
MPLS for Data and E1 - PRI connectivity
CCTV Surveillance, Fire Safety & Biometrics Access Control System
Application Software for Tele-Calling, Analysis, Supervision and MIS Generation
Auto Dialer (Predictive & Progressive) for outbound Campaigns & Voice Logging facility
BPO & Call Centers www.xtranetindia.com
Our Infrastructure & Technology Details Team
Adequate office space (14000 Sq. Ft.) with required infrastructure for running the center with
power backup – (UPS with 45 Minutes & 100% DG backup)
Integration with automatic call distribution (ACD), interactive voice response (IVR), and computer
telephony integration (CTI)
LAN Setup for entire Network with Switches, Cisco Router & MROTEK Modems for WAN
DOT Licenses for International, Domestic Call Center & Tele-marketing center
Customer Service Credentials www.xtranetindia.com
Customer Service
Experience in customer retention / Customer Query handling in Telecom / ISP Call answer within
Service Level, First call resolution, Fault dictionary for speedy resolution.
Partner Mentality -- 100 % engagement top to bottom rapid response to ever changing customer
needs.
Scalable in terms of infrastructure, manpower and processes.
Solutions aligned with customer needs to achieve improved Customer Satisfaction.
Customer Service Credentials www.xtranetindia.com
Quality Monitoring
Consistent and committed delivery of value to our customers and innovate to continually improve
our offerings by review of people, and processes.
Well documented policies and processes – ISO 9001:2008
Innovation and continual improvement – integral part of our QMS framework
Six Sigma methodology for continual improvement of processes and performance.
BPO & Call Centers www.xtranetindia.com
Differentiators
Clients expect delivery, clients demand delivery and delivery is what it boils down to at the end of it all.
Delivering results is our primary focus at XtraNet. Our quest is to develop partnerships with each of our
clients, identify opportunities, manage obstacles, define and exceed goals and target to achieve success.
Know Customer Service
10 years Unblemished Customer Retention/ Proven Delivery Model
Solutions Aligned with Customer Needs
Improved Guest Experience
BPO & Call Centers www.xtranetindia.com
Differentiators
Multi-Channel Solutions
Supportive Innovations in response to customers
Managed Efficiencies
Proven cost effectiveness while improving customer satisfaction
Scalability
Resource and Manpower
Partner Mentality Total Engagement Top to Bottom
Rapid Response to ever-changing needs
BPO & Call Centers www.xtranetindia.com
Talent Acquisition & Retention
People are the most critical component of XtraNet’s quality delivery mechanism. It hires best-of-
breed talent, train them assiduously and provide them with a winning and growth-oriented work
culture that emphasizes on continuous learning, achievement, best practices and attractive reward
schemes.
XtraNet encourages intra / entrepreneurial managerial talent and the ownership of responsibility.
All team members are selected strictly based on established criteria considering customer's
requirements & screened and tested for English language skills, both written and spoken, as well as
pressure taking capabilities.
Our Activities & Memories www.xtranetindia.com
Contact Us www.xtranetindia.com
XtraNet Technologies Private Limited
Corporate Office
Z-24, Zone - 1, M.P. Nagar
Bhopal - 462011 (M.P.) INDIA
Telephone:- +91 – 755 – 4229295, 4223295
Website : www.xtranetindia.com
Mail : info@xtranetindia.com
eXtraNet Technology Solutions LLC
Corporate Office
P.O. box – 121738, 405, 4th Floor, Al Khaleej
Center, Bur Dubai, Dubai UAE
Telephone:- +971 – 50 – 565 - 4265
Website : www.extranet.ae
Mail : info@extranet.ae
Thank You www.xtranetindia.com
Thank You
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