1. Hosting Network (India) Pvt Ltd .
http://www.hostingnetwork.in E-MAIL : [email_address] Plot no 12 ,
journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI
E-mail : [email protected]
2. Plot no 12 , journalist colony road no 3 banjara hills
Hyderabad 500034 AP INDAI E-mail : [email protected] BPO
Services India Calling has proven expertise in Selling of Wireless
Phones, Healthcare and Financial Services sectors. Our service
delivery strategy ensures that subject matter experts manage your
operations and quickly understand your changing business
needs.
3. Plot no 12 , journalist colony road no 3 banjara hills
Hyderabad 500034 AP INDAI E-mail : [email protected]
Operations Our service delivery model is based upon robust
practices involving best-in-class People, Process and Technology.
These elements form the cornerstones of our service delivery
strategy and provide a platform that is flexible and customizable
to suit specific client business dynamics.
4.
Large Customers - Service stability - Proven
Domain Knowledge and Experience - Delivered
Onshore-Offshore Delivery - Committed
Technology backbone Best in the industry
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad
500034 AP INDAI E-mail : [email protected] Why are we
different
5.
Technology
Proven expertise in IT-related services
Large presence of international technology vendors
Basic ,cellular , paging and Internet services have been
privatized
Under-sea optic fiber de-monopolized
IPLC (telecommunications) costs going down
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad
500034 AP INDAI E-,mail : [email protected] The offshore
advantage - India
People
Relatively large English speaking population
Highly skilled workforce
Strong work ethics
High levels of education
Cosmopolitan culture
6. Plot no 12 , journalist colony road no 3 banjara hills
Hyderabad 500034 AP INDAI E-,mail : [email protected] Why do
customers outsource? Sample=220 Source: Outsourcing World Summit
Survey System Sponsored by: PWC
7.
Call centers have existed for more than Thirty years and are
often classified as outbound , inbound or mixed.
OUTBOUND
Outbound call centers perform such functions as telemarketing
calls, administration of customer survey research, or similar
organized calling programs.
INBOUND
Inbound call centers perform functions such as information and
referral, customer service, technical support or other inbound call
programs.
BLENDED
Mixed centers use the personnel and technology available for
both outbound and inbound call programs along with other
multifaceted services like data (verification , processing ,
reconciliation) ,co-browsing ,co-hosting ,e-mail ,fax,
videoconferencing etc.
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad
500034 AP INDAI E-mail : [email protected] Major
Classification
8. Plot no 12 , journalist colony road no 3 banjara hills
Hyderabad 500034 AP INDAI E-,mail : [email protected]
Total worldwide market Year 2003 US $ 405 b
Projected market Year 2008 US $632 b
CAGR 11% across all segments**
6 %
45 %
18 %
35 %
Worldwide BPO Market
9. Plot no 12 , journalist colony road no 3 banjara hills
Hyderabad 500034 AP INDAI E-,mail : [email protected] Why
Delhi Parameter / City Mumbai Delhi Chennai Bangalore Hyderabad
Human Capital - Impact of regional culture High Low High High High
- Work ethic Med High Low Med Low - Exposure to western culture
High High Low High Med Infrastructure - OFC Connectivity for
International & local loop Diverse Diverse Single Single Single
- Power Surplus Surplus Deficient Deficient Deficient
10.
India Calling visions to become the default choice of any
customer when it comes to Contact Center in the Industry, helping
them sustain their competitive edge by delivering.
Quality
Speed
Lowered Costs
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad
500034 AP INDAI E-mail : [email protected] Vision
11.
Our Corporate Mission Consists of Two Intertwine Goals.
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad
500034 AP INDAI E-,mail : [email protected] For our customers
Ensure the world class quality of service. Build the best technical
support system. Achieve total customer satisfaction. Maintaining
globally comparable productivity For our Employees Provide a world
class-working environment of trust, openness , togetherness where
they can express creativity , excellence and unyielding integrity.
Mission Statement
12. Plot no 12 , journalist colony road no 3 banjara hills
Hyderabad 500034 AP INDAI E-,mail : [email protected] United
States United Kingdom India Prospective Market and Clients
Targeting fortune 500 companies across major economies
13. Business Continuity Planning Plot no 12 , journalist colony
road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail :
[email protected]
State of the art Infrastructure
Designed for 24x7 operations
Infrastructure with sufficient
Built in redundancies
Strong In-house technology team
Robust Security and Business
Continuity plan
Scalable process environment
Continuous Process Improvement
Use of established quality model
Risk measurement and mitigation
matrices in place
Strong senior management team
Dedicated seasoned professionals
8 man years of BPO experience
Robust and multitasked work force
Aspired career growth, offered
Platform Process People
14. Plot no 12 , journalist colony road no 3 banjara hills
Hyderabad 500034 AP INDAI E-mail : [email protected]
Technology Diagram
15.
100 seats operating 24x7x365
Telecom connectivity comprises of 4 VC-IPLC links of 2
Mbps
Broad-band ADSL link of 2Mbps from Spectranet
Predictive dialers having both inbound and outbound
licenses
High End IBM Servers for Databases, Email, CTI and other
applications
Network Operations Center with fully Equipped Server Rooms
SSL VPN and Data encryption for secured upload and
download
Abundant Power with Back-up
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad
500034 AP INDAI E-mail : [email protected] Technology
Contd.
16. Security Parameters
Physical Security
Frisking of employee
Access control for entry into office
Visitors have entry passes with strict access restrictions
No camera phones or any electronic imaging gadgets are allowed
into the operation floor
Hard copies are restricted. All printouts are monitored at PC
levels. Unnecessary printouts are shredded.
Access Control
Each individual has separate log on facility. Passwords to be a
combination of alphabetical, numerical and special characters
Segregation of access to files carried out based on Internal
Control guidelines
No local storage provided, all data are stored at server level
with backup
Regular audits of central server
USB ports, floppy drives and CD drives are disabled
Email Security
All emails can be accessed only from within the company
intranet
Only selected employees are allowed access to email accounts
from outside the office
All emails are scanned for attachments and threats
17. Plot no 12 , journalist colony road no 3 banjara hills
Hyderabad 500034 AP INDAI E-mail : [email protected] Process
Training
INDUCTION PROGRAM
Organization Overview
Vision/Mission
Policies
Quality Awareness
VOICE & ACCENT PROGRAM
Accent neutralization
Cultural Orientation
Conversational Skills
SELLING SKILLS
Presentation skills
Features and Benefits
Objection Handling
Closing
CUSTOMER SERVICE SKILLS
Telephone Etiquette
Questioning Techniques
Empathy & Rapport Building
PRODUCT & PROCESS TRAINING
Quality (Compliance)
Systems training
On the Job Training
Voice & Accent Training and Development
18.
Contact Centers face challenges on Operational efficiency,
primarily service deliveries
Benchmarks not Focused on Outcomes
Planning inadequate in Scope and long Term Needs
Lack of Call Centre People Management Know How
C all Centre Purpose unaligned to Organizational Purpose
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad
500034 AP INDAI E-mail : [email protected] Contact Center
Challenges Most Call Centers that dont succeed didnt plan to fail,
they simply failed to Plan