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Content Subject to DevLP I-Serv International Private Limited
1
DevLP I-Serv International Pvt LtdDevLP I-Serv International Pvt LtdCommitted to Quality, Assurance &
Growth
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Company IntroductionCompany Introduction
1. Customer Service 1. Customer Service
2. Construction2. Construction
3. Software Development 3. Software Development
4. Data Center Solutions 4. Data Center Solutions
Content Subject to DevLP I-Serv International Private Limited
Active Domains of DevLP I-Serv International Private Limited
Content Subject to DevLP I-Serv International Private Limited
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Customer Satisfaction Cycle Customer Satisfaction Cycle
Customer customized
solution
Customer First
approachCompany
SPOC
Internal POE
Information Process
Procedure
Operation Process Flow
Operation Process Flow
First Call Resolution
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Progress DiagramProgress Diagram
Values are given the most important place in all process. FCR, C-SAT, Line Adherence, Lead Generation on Target based performance. Standard escalation format for Irate customer
Values are given the most important place in all process. FCR, C-SAT, Line Adherence, Lead Generation on Target based performance. Standard escalation format for Irate customer
Each Call is recorded and monitored. Live barging and off call feedback sessions are provided on weekly basis. Agents with poor performance cycle are underwent through CIP
Each Call is recorded and monitored. Live barging and off call feedback sessions are provided on weekly basis. Agents with poor performance cycle are underwent through CIP
Agents are hired with respect to process requirement.Evaluation for Voice & Accent along with Process training assessmentSuccessful agents are provided On Job training
Agents are hired with respect to process requirement.Evaluation for Voice & Accent along with Process training assessmentSuccessful agents are provided On Job training
Phase 1Phase 1 Phase 2Phase 2 Phase 3Phase 3
Content Subject to DevLP I-Serv International Private Limited
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Process ClassificationProcess Classification
Lead Survey Transfer Service
Survey Campaigns Of Various process for
U.K and U.S
generating leads
U.S & U.K Debt
Management Campaigns. B2B & B2C
Webinar and Appointment’
s
Live Transfer Technical Lead Sales, Warranty Sales, Technical
Support by remote Sharing
Inbound Dialer with recording facility on independent server, AHT & Abondon parameters
Content Subject to DevLP I-Serv International Private Limited
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Customized solution for Service CenterCustomized solution for Service CenterDivision Service Speciality
Customer support services create a virtual customer service center to
manage customer concerns and queries
Technical support services
round-the-clock technical support and problem resolution for OEM customers
Telemarketing services
target interaction with potential customers for 'prospecting' like either for generating interest in
products and services, or to
IT help desk servicesprovide technical problem resolution and support
for corporate employees
Insurance processingspecialized solutions to the insurance sector and
support critical business processes
Customer Relations Unit
multiple channels including voice, e-mail and chat on a 24/7 and 365 days basis
Content Subject to DevLP I-Serv International Private Limited
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DevLP I-Serv Centers Across IndiaDevLP I-Serv Centers Across India
Yavatmal
Nagpur
Jabalpur
Delhi(Proposed)Chennai
Mumbai
Content Subject to DevLP I-Serv International Private Limited
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Quality cycle in DevLP I-Serv Intl. Quality cycle in DevLP I-Serv Intl.
Content Subject to DevLP I-Serv International Private Limited
Content Subject to DevLP I-Serv International Private Limited
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Business Development Basics for DevLP I-ServBusiness Development Basics for DevLP I-Serv
Operations & Support Functions
Target techniquePlanning E Satisfaction