Technomine – An Introduction• Founded in 2008, Technomine is one of the leading ISO

9001:2008 certified Outsourcing Company, serving clients for USA, UK and other European and Middle Eastern Countries. We help our clients in staying focused on their core business while we take care of the entire non-core activities of their organization. Our commitment towards quality and consistent performance has helped us create value for our clients and become an integral part of their business process. 

• Technomine is a ONE STOP SOLUTION for outsourcing business. We primarily serve to the BPO sectors (Operations and support services), Healthcare sector, Recruitment firms (Construction, Energy, Contracting, Engineering and Manufacturing industries), Accounting Services and IT based enterprise solutions. With more than 8 years of experience and excellence in service, we have been a trusted partner to our clients

Major Services that we offer in market

Healthcare Solutions

Recruitment Solutions

Accounting Solutions

Contact Center Solutions

Market and Sales Intelligence

Quality Monitoring Solutions

Technomine’sAdvisory Board

Software Solutions

Our self developed Unique Business Model Made us the business leaders• Dedicated Resource Model

(DRM)• Build Your Operations

(BYO)

TheBusiness Leaders

Dedicated Resource Model• We operate a dedicated resource model (DRM), not shared

service, as we have proved that this delivers better results for our clients. With a team working directly for you we are able to build clear understanding of how you work, your own client base and are thus better placed to meet yours and your clients’ requirements.

• You are able to make your own decisions on the focus of our work for you while we take care of all the administrative and recruitment headaches and ensure your team functions fully and effectively and achieves its KPIs.

• Technomine works as an extension of your business without sacrificing on quality and accountability and helps you achieve your targets faster and with far greater reliability. When we provide you highly qualified and dedicated resources who will be just working on your projects full-time, you have the added benefit of the flexibility to add more workforce for your project - temporarily or permanently according to your project demand – or to reduce it.

Benefits of DRM• Complete security and transparency• Reduce your costs and fast turnaround• Complete control over the resources and execution• Flexible model so that you can ramp up resource

easily• Monitor activity with regular reporting• Flexibility plus improved savings that give you

improved ROI• Dedicated project managers responsible for the

progress of your work• Access to dedicated and experienced recruiting

experts and researchers effortlessly• No hiring hassles; free up your time to concentrate on

your business objectives

XYZ

Build Your Operation (BYO) model• We provide the Build Your Own Operation (BYO) model

to our clients if they wish to launch or extend their operations overseas. We are at your service to help you to build the physical infrastructure, hire suitable resources, run your processes and operations effectively and then run the operation as per your own preferences with our help.

• We remain on call to help as you develop your company and our other divisions are available to provide services to support you such as payroll, finance and accounts, software development or even assistance with the establishment of your business concern through our Technomine Corporate Advisors division.

• With a BYO model it is very easy to see and understand the benefits we are able to deliver with our office in the UK and the delivery centers in Ahmedabad in India. This is the most suitable model for those companies who want to replicate their business models overseas but with a team of their own choice.

Benefits of BYO• Reliable local partners• Established process expertise• Lower setup and overhead costs• Reduced time to establish a viable going

concern• Benefits from access to other associated

services• Ability to up- and down-scale your

operations• Reduced Risk• Reduced Investment

Technomine Monitoring ServicesTMS

• Technomine offers a complete end to end solution to help you develop the contact center and its quality monitoring service model for your organization

• Quality Assurance is a must for measuring efficiency and effectiveness of business processes. We at Technomine assist companies in identifying opportunities and deriving actions to improve their processes, sales conversion and customer satisfaction.

• We also provide intelligent data with the help of our Call Center Quality Monitoring program that produces insight which will drive business improvements

• An effective quality assurance model and plan help us deliver better sales results, improve customer experience and also ensure all regulatory and compliance requirements defined by the clients are met consistently.

Services that we offer in TMS• 360 Degree Quality monitoring Services for

Contact Centers and Captives (Quality monitoring of Inbound/Outbound interaction)• Voice • Web Interaction

• Transactional Monitoring• Agent compliance to GDS/CRM, sales, and

service policies• Customer Service Improvement• Customer Experience Survey scrub• Customized Agent level Coaching and Feedbacks• Market intelligence based on chats, calls and

emails from customers• Process compliance audits• DNC (Do Not Call) and Irate call verifications• Sentiment Analysis• Sales Verification• TMS online platform for quality monitoring and

data analytics to have access to real time reports

• Socially Enabled Center

360 Degree QMS• It will not be just the quality monitoring but

also the process excellence with the DMAIC approach for your contact centers

• 360 Degree Quality monitoring Services for Contact Centers and Captives (quality monitoring of Inbound/Outbound interaction)• Voice • Web Interaction

• Planning (preparation of quality compliance and procedure and SOPs)

• DO: Implementing with training• Checking of execution and collections of result

via sampling and collection of result data• Analyzing and implementing quality SOPs in

the system based on the result of check

Six Sigma approach to Quality system

• Collection of data: Check and gather data from the outcome of implementation, whether it is helping clients to improve their customer satisfaction level

• Evaluate and Review: Take the outcomes from the data and implement the positive one and work on the negative one in next planning

• Develop and pilot plans: Training agents according to that SOPs and policies so that they follow it properly

• Create possible solutions and selection of solution: Designing of the quality parameter, scorecard , SOPs, and policies

Plan

DoCheck

Act

Transactional Monitoring• When reviewing transactional monitoring, QA aim to

determine the adequacy of the knowledge, to evaluate the responsibility of the resource (agent) towards the system and policy, and to access the adequacy of efforts to ensure the integrity of the company.

• Any interaction between customer and Organization taking place via calls, emails and chats, will be monitored by our system

• Sampling will be done based on total interaction handled by each agent in a day

• AHT will be followed and coaching will be given if required• FCR ratio and percentage will be monitored for the

agent/team• Third party monitoring for 100% interactions will be done

Agent compliance to sales or service policies• Our system will monitor whether agent is

following all the policy and procedure properly or not

• All the information shared with the customer is correct and as per the company policies or not

• Whether agent is giving any wrong commitments to the customer

• Determining the areas of opportunity for the agents and whether it is a skill issue or will issue

• Whether the sale made my agent is a “Forced Sale”

• This system will enable our clients to project an transparent, supportive, and trust worthy image of their organization to the end customers

Customer Experience Survey scrub• In this service, we will go ahead and monitor

the interactions for NPS analysis• Clients do not have to separately check for the

NPS via emails and SMSs• Market analysis for any new product and

requirement of promotions based on customer satisfaction level

• Customer Sensitivity analysis• The C-Sat and D-Sat scores• FCR scores analysis• Missing/discrete behavior identification analysis

• Sentiment analysis is widely applied to reviews and social media for a variety of applications, ranging from marketing to customer service.

• We help our client to understand the level of customer satisfaction level in the market

• Also, we provide guidance and way to overcome negative sentiments of the customer.

• We also provide the projection of the calculative risk based on the sentiment analysis of the customer.

• Our specialized resources for sentiment analysis listen to the calls, read the chats and emails and give an average analysis that what kind of sentiments customer/market have for our clients and their organization. How reluctant or supportive the customer is?

Sentiment Analysis

Customized Agent level Coaching and Feedbacks• Technomine believes in providing coaching by

determining the areas of opportunity and not by determining the errors and mistake.

• We just not tell agents what mistake was done, we also educate and train them what was supposed to be done so that agent will never repeat the mistake

• We provide different level of feedback and we customized based on the situation and criticality of the error

Level 1: Online coaching and feedback via TQMS portal Level 2: Issuing QA Alert to agents for Red-Flag calls Level 3: Call Calibration in with agents and their team

leader Level 4: One-on-One session with the agent

Quality Performance Review• Weekly performance reports for individual agent

and team will be sent to team leaders• Monthly performance report for individual and team

will be sent to the team leaders and management• Quarterly Basis Review (QBR) will be discussed with

the higher management • Feedback for each interaction monitored will be

sent to the agents and their respective team leader• Based on the review we will advice you about the

corrective actions and preventive actions plan designed by our experts

Customer Service Improvement• We monitor the interactions handled by the agents and

based on that we assign quality percentage/score• We also determine the specific areas of opportunity for

agents• The quality checks are unbiased so they are accurate• Based on the quality scores and feedback on specific areas

of opportunity, agents can work and perform accordingly.• In any instances where agent feels that he/she is right and

the evaluation was not correct, they can raise a dispute which will be answered by the ATAs (Audit the Auditors) and reason of deduction in scores will be explained to agents so that he/ she can understand what is right and what is wrong

• This will enable them to identify their own areas of opportunity and the hurdles to their performance so that they can work on it.

How our Multi-Layer Quality Monitoring System works

QC •Interactions will be monitored by QCs•Direct feedback of each interaction will be sent to particular agent

QA •Weekly interactions will be checked and analyzed by QA for the agents and team •Weekly/monthly generalized feedback will be sent to clients for the teams and agents

ATA •Sample Interactions checked by QCs and QAs will be checked by ATAs to maintain QC’s Quality •All the analytical reports and disputes will be rechecked by ATAs and then only sent to Quality Leaders

Quality Leaders •All the reports and analytics will be finally checked by Quality Leaders •Then Quality Leaders will send those reports, QBR and analytics to the end Clients

Online Monitoring Platform• We have a dedicated application platform which

we use to audit and monitor interaction as well as coaching and feedback for the agents

• We have developed and maintain it with the help of in-house team.

• Our platform can provide you real time analytics and reports which can help you to get the real time status of the quality of the team

• It can be customize as per the client requirement.• Provide a governance based login system to

adhere the policy of data security.

How does it work?

Interactiondownload

Audit scores upload

Interaction Upload

Interaction Upload

Audit scores and reports

Audit scores and

reports

Cloud will give daily interaction download report

Cloud will give 1. Daily interaction audited report 2. The analytics and trends3. Agent level drill down by scores4. The Enterprise scores

Contact Center Site

Contact Center Site

QA Team

Socially Enabled Center• Well, to put it simply, a socially enabled center is one

that utilizes social media to effectively interact with and handle all customer service.

• The socially enabled center is not limited to one or two channels, such as live-chat or voice, but uses social media platforms, such as Facebook and Twitter to handle customer service issues.

• Hire customer centric people: Anyone can be trained to answer questions and solve problems, but there are some people who have a knack for “keeping their cool” in the midst of a difficult conversation and knowing how to diffuse an irritated customer’s emotions.  People with this strength should be placed on the “front-line”, so to speak, of the customer service arsenal. We do it with our expertise in recruitment resources and set them up for you.

Telecommunication

E-commerce

Traveling

Banking

Insurance

Information and Technology

Tech - Support

Healthcare

Areas we are specialized in (Calls, chats, and emails)

Why to choose Technomine• We keep things simple – Just like the

presentation• Increase sales and enhance customer experience• Reduce the cost of quality monitoring efforts• Save time and resources to allow focus on other

critical center operations• Improve the impact of the coaching actions

with your sales/service and support agents• Ensure all compliance and regulatory

requirements are being consistently met• Gain deeper customer insights to evaluate

branding, promotional offers and other marketplace feedback which can help shape your marketing strategies

• Leadership team with 20 years of experience in quality assurance expertise

• Continue…

• Technomine’s quality experts will help you to create and implement the quality scoring forms for calls, chats and emails.

• We will help you to set up the significance of each quality parameter in the scoring form

• We will provide training to your agents and leadership to understand the parameters, quality system, and its importance so that they can themselves get motivated to adhere to the quality

• Clients will get 24/7 coverage from Technomine in terms of quality support

• We give dedicated space, IT resources, and QM team to each of our clients so that they can rest assure for their data security

• We allocate dedicated Quality Manager and client relationshipmanager for each of the client for POC

• World Class Infrastructure in terms of IT and captive centers

SECURITY AND QUALITY

• Secure VPN protected by SonicWALL TZ 210 firewall

• Digital ID card for all employees to access the office premises

• Restriction on the usage of personal devices (i.e. cell phones, PDAs, Tablets etc.) in the building

• Restricted access of employees to servers

• Separate area for visitors• Limited access of the internet to

prevent unauthorized usage

• Centrally managed anti-virus for data protection and theft

• Passwords and access control across the organization

• SSL protection of servers• File encryption to prevent data theft• Non Disclosure Agreement signed by

every employee• Destruction or returning of all data

(digital or physical) to the client upon request

Technomine is an ISO 9001:2008 certified company. We implement the latest and the best practice followed in the industry to provide a high quality of service and protect the interests of our clients.

World Class InfrastructureWe provide the world class infrastructure to our resources which enable them To perform their task more effectively with comfort and perfection.• High quality industrial IT infrastructure (Servers, CCTV cameras,

PCs, dialers etc)• We have CCTV cameras installed which clients can also access

any Time on remote system to ensure data security and policies• We provide wide and spacious work stations to our resources• We have special rated cabins for Accountants• We have separate cabins for every leaderships executives• We have board meeting room and a separate training room• We have big conference hall with the minimum

capacity of 50 persons• We have given dedicated floors to

each of the clients to ensure their data security

• Power back-up system and UPS

Abilities of Technomine in QMS• Six- Sigma approach to process improvement• TMS online quality platform to provide you access to real

time reports• Ability to customize the solution based on clients

requirement• History of providing monitoring services in multiple

languages• Trusted advisor providing business intelligence and

enterprise level insight• Dedicated C-POC for managing your account and campaign• Data driven recommendation for improvement• Interactions can be reviewed overnight by

QA team• Amadeus/ other GDS system trained and experienced

resources on board

What you can achieve by working with Technomine?

• Answer to what obstacles to your first contact resolution (FCR) are your customer is experiencing

• Answer to what is the market is saying about you and your product

• Answer to what issues with service quality your customer is talking about.

• Answer to how our partners have seen below results with Technomine

I. 10% increase in customer satisfactionII. 20% increase in average product order volumeIII. 30% reduction in Average Handling Time (AHT)IV. 200% increase in agent’s productivity

Our Global Memberships