Making Every Call CountQuality Services Delivered

24/7 SupportE-32, Sector 63, Noida - 201301

COMPANY INTRODUCTION

+91-999-0863737 0120-4570220

E-25, Sector 63, Noida - 201301

Brands we serve – India and International

PRESENTATIONINDEX

Executive Summary

Key personnel and Management

Services we offer

Services in a nutshell

Contact Center KPIs

Our Approach

Additional Services

India and US Facility (Pics)

Vision and Mission

Who we Are

E-25, Sector 63, Noida - 201301

WHO WE ARE

Mayur Call Center is a privately held organization and was incorporated in 2012. The company provides business process outsourcing solutions to small and large scale establishments. 

Our primary service offerings include call center services, back office solutions, knowledge process outsourcing services, software development solutions, IVR services and Digital Marketing services. We operate 24/7*365 and are available to assist you with your business requirements according to your time zone.

Mayur Call Center is committed to delivering complete customer satisfaction to its clients. Our wide range of customer care services are aimed at providing a one-stop-destination to our clients where they can find solutions for all their customer support requirements. We hire the best and the brightest agents to work on our clients' projects and provide them extensive training to prepare them for the job ahead.

Key elements of Mayur Call Center:

• Management team having more than 20 years of cumulative experience.• 100% IP based network.• Well defined escalation procedures.• Proven Agent training programs and workshops.• Internationally practiced quality control and quality assurance strategies.

E-25, Sector 63, Noida - 201301

VISION AND

MISSION

Our mission is to provide exceptional experiencesto your customers in every interaction.

MISSION

VISION

Our vision is to provide business centric call center outsourcing solutions that could help our clients to enhance customer base and improve customer loyalty

for our clients.

E-25, Sector 63, Noida - 201301

EXECUTIVE

SUMMARY

• Mayur Call Center has a vast experience in offering call center services since 2012.

• Servicing mid-level and large multinational companies domestic and international.

• Call Center operations are based in Noida, a suburb of New Delhi (India).

• We are India’s one and only, end to end CISCO based IP network.

• The center is housed in a modern 11,000 sq. ft. facility.

• 3 levels of redundancy infrastructure with advance technology.

• 100% IP based network and uses CISCO technology platform.

• Electrical power and Internet connectivity are redundant.

MANAGEMENT

• Management team having more than 20 years of cumulative experience.

• The company is witnessing an accelerated growth rate of more than 10% quarter on quarter.

• Capacity of 400 stations, ramping up to 500 soon.

• In order to protect the confidentiality of business information and other trade secrets, each employee needs to sign a non-disclosure agreement as a condition of employment

• Restrict unauthorized access to any system• Access to a system only through password• CISCO ASA and firewall implementation• Network monitoring• CD drives and USB drives disabled on all systems•  Application of domain level security.

Data security policies adopted by Mayurcallcenter include:

SERVICES

WE OFFER

Voice Services Back office (Non-voice) Programming/IT services Web Based services

Customer Service

Technical/Sales Support

Lead Generation, Appointment setting.

B2C and B2B Support

Telemarketing Services

Verification calls Social Media Services

Digital Marketing

Data Conversion

Apps development

PHP Programming

Custom Applications

Database Programming

Live Chat

Social Media Response

Research services

At Mayur Call Center, we offer superior customer service solutions.

These are customized to your organization’s needs and is achieved

by the combination of the following:

Help Desk Support Services

Product Entry

Form Processing

Software Developments

IVR Solutions

Email Support

Image Processing

Catalog Processing

Data Entry

Data Analysis

E-25, Sector 63, Noida - 201301

SERVICES IN A

NUTSHELL

Contact Center Services

• Inbound

• Outbound

• IVRS Development

• Tele Marketing

Digital Marketing

• Search Engine Optimization (SEO)

• Pay Per Click (PPC)

• Social Media Marketing

• Online Reputation Management

• E-Commerce Solutions

Back Office Services

• Live Chat

• Email Support

• Web Based Services

• Other Back office services

Special Projects

• Data Analytics

• Research Services

• Database Management

• Inventory Handling

• Custom Application

Development

E-25, Sector 63, Noida - 201301

CONTACT

CENTER KPI’S SPEED OF SERVICE ACCESSIBILITY QUALITY

• Average Speed to Answer – 90% of calls answered in 3-5 seconds

• Longest Delay in Queue – 60 Seconds or less

• Number of Ports – 5,000

• Hours of Operation – 24/7*365

• Abandon Ratio – 2-3% or less

• Team Leader to Agent Ratio – 1:15

• QA to Agent Ratio - 1:15

• Monitoring – Two call per agent monitored daily, Live call barging randomly

E-25, Sector 63, Noida - 201301

OUR APPROACH Compressed Timelines Superior Service

IdentifyClients needs

UnderstandClient’s current

process

Design thefuture state

process

Implementthe Outsourced

process

Reporting onKPI’s andMetrics

Work collaboratively with Client to identify the needs

Understand Client’s current customer service structure

Design the desired customer service process stage incl. development of CRM system

Outsource customer service operations

Daily reporting of Metrics and feedback loop with Client’s management team to address concerns

E-25, Sector 63, Noida - 201301

ADDITIONAL

SERVICES

• Access to 100% call recordings on demand

• 1 local DID # (0120 code) for accepting inbound calls.

• Free welcome IVR message (for Inbound calls)

• IVR message for off hours

• Logs of incoming calls that land during off hours available.

• Daily/Weekly/Monthly/Yearly MIS reports

• Weekly Audit Reports

E-25, Sector 63, Noida - 201301

SpeedDial

Technology

Best combination of Microsoft .net platform, Java, PHP and open source technology.

A platform can be relied on for vertical and horizontal scaling as per the performance and volume requirement.

The solution is flexible to provide appropriate Business Continuity Planning and Disaster Recovery requirement based on the client goal.

A well secured platform to rely on for Information Security and Data Integrity.

E-25, Sector 63, Noida - 201301

SpeedDial

Deployment

Architecture

convex

E-25, Sector 63, Noida - 201301

Agent Login

E-25, Sector 63, Noida - 201301

Agent CallSummary

E-25, Sector 63, Noida - 201301

Home

E-25, Sector 63, Noida - 201301

Real Time call Barging

E-25, Sector 63, Noida - 201301

Real Time User

Tracking

E-25, Sector 63, Noida - 201301

Real Time Dashboard

E-25, Sector 63, Noida - 201301

E-25, Sector 63, Noida - 201301

SpeedDial

Multi Center

Distributed Architecture

E-25, Sector 63, Noida - 201301

SpeedDial

High Availability

Architecture

E-25, Sector 63, Noida - 201301

SpeedDial

Disaster

Recovery

Local

• Server Hardware Failure• Hard Drive failure• PRI Card Failure• Database Failure• Dialer Application Failure• LAN failure• Center power outage.

Zonal

• Complete Center is Non-Operational

• Complete LAN Failure• Complete WAN Failure

AMC of All Critical Equipment

Identified Vendor for restore back the services

ASAP

Service delivery as per SLA

Move to Cold Site at Sector 2 Noida

Office FACILITY

(PICS)

E-32, Sector 63, Noida - 201301We look forward to working with You!

www.mayurcallcenter.in

ADDRESS

USA OFFICE- 430 N Milwaukee Ave, Suite 207, Lincolnshire IL-60069

UK OFFICE- 1125 Museum Blvd 44 Higher Ardw1, ick Manchester, UK – M12 6DA

(INDIA OFFICES)

Noida : E-32, Sector 63 Noida UP – 201301C-18 1st floor sector -2 noida

Gurgaon : 465 Tower B1, Spaze iTech Park, Sohna RoadGurgaon - 122018

Bareilly : Bareilly center Mayur TechnosoftIVRI Road Izzat Nagar Bareilly

Bengaluru : 326, Ground Floor, 3rd Main Rd,3rd Phase, JP Nagar, Bengaluru, Karnataka 560078

+91-999-0863737 0120-4570220