Leading Provider of Value-added Customer Support / Call Center Services An ISO 9001 : 2008 Company.
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Transcript of Leading Provider of Value-added Customer Support / Call Center Services An ISO 9001 : 2008 Company.
![Page 1: Leading Provider of Value-added Customer Support / Call Center Services An ISO 9001 : 2008 Company.](https://reader035.fdocuments.in/reader035/viewer/2022062511/55173e5c550346f5558b6263/html5/thumbnails/1.jpg)
Leading Provider of Value-added Customer Support / Call Center Services
An ISO 9001 : 2008 Company
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Bridging the GAP between your customers’ support related needs and building Customer Delight.
We provide you a highly cost-effective, flexible and scalable Customer Support
Operation set up
www.greettech.com
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Proven Expertise & Experience
• Integral part of India’s No.1 Financial Accounting Software Company - Tally Solutions
• Thousands of man hours of experience and expertise
• Handling thousands of calls daily• For customers across Asia, The
Middle East, Europe and Africa
www.greettech.com
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www.greettech.com
Our Team
• Vastly experienced and highly trained Customer Support professionals
• Operate from a highly secure and hi-tech facility
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www.greettech.com
Our Approach
• Offer customers immense flexibility
• Customised services • Total quality assurances • Operate in real time • Benefits from Hour 1
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Domain Expertise & Competency
INDUSTRY EXPERTISE
PROCESS COMPETENCIES
SERVICE CHANNELS
Contact • Voice • Email • Fax• White Mail
Transaction Processing
Blended• Voice &
Email • Voice &
Transaction
Transaction Processing• Mailroom & Scanning• Plan Building, Claims Audit, Help Desk,
OPR• Order Fulfillment • Account Maintenance• Application Processing• Fulfillment Services
Outbound Voice • Telemarketing• Lead Generation • Database Building /
Cleaning • Soft Collections• Welcome Calls• Provider Calls
Inbound Voice • Customer Care• Collections• Technical Help Desk• Service Provisioning • Product Support• Cross-sell & Up-Sell• Directory Enquiry • Member Calls
www.greettech.com
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Quality Control Systems
Initially 1 call per agent per day for a week
Start
Agents on Calls
90%Exceeds
Between 60 to 90%
Less than60%
TL & QA Team Monitor Calls Using Voice Logger
Agent given formal feedback by Team Leader & Quality AnalystBucket (A)
If in a fortnight achieves > 80% moves to Slot A
Agent not pulled out of productionBut put on refresher training Bucket (B)
If in a week achieves > 60% Moves to Slot B
Agent removed from production for further training & mentoringBucket (C)
2 Calls PerWeek
5 Calls Per Week
Agentson Calls
1 Calls Per Day
www.greettech.com
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Key Differentiators
• We provide your customers world-class support without additional manpower or technology
• No infrastructure pre-requisites • Commence operations, literally,
from Hour 1.• Infrastructure fully geared for
‘immediate deployment’
www.greettech.com
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Key Benefits
• Immediate and immense Cost and Time Savings
• No “Minimum Time / Minimum Budget” Constraints
• You choose the type, duration, timing, language…
• Size not an issue… we work with Large and Small Enterprises alike, with equal Zeal
• Personnel highly trained & experienced
www.greettech.com
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Key Benefits
• Zero start-up costs• Fixed charge basis… hence no
cost overruns • Infrastructure and resource costs
ours• Immediate deployment…‘hit the
ground running’• Latest technology in
telecommunications and customer-care
www.greettech.com
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World Class IT Environment
US/UK/Australia
Remote PSTN Network
Remote VoIPGateway
WAN
ModemRouter
Configuration of VoIP minutes
AbovEdge/3rd PartyVoIP Gateway
Trunks
E1/T1/Analog
Recording Server
PC based PBX
CTI h/w onPCI slots
RJ 45To
RJ 11
KRONE Patch PanelAgent Floor RJ 11
TCP/IP
TCP/IP
Terminator near respective Agent PC
Campaign Manager
TCP/IP
Contact Server
Database server
PredictiveProportionalPowerPreviewProgressiveDialer
Report Agent
TCP/IP
Admin Console
Agent Console
Software ConsoleIndependent of
Licenses/Machines
Domestic Calls
www.greettech.com
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Latest Technology Backup
• Latest technology environment… ensuring 100% reliability, flexibility and security
• IPLC links via diverse and redundant routes
• Redundant domestic loop• VPN connectivity for back up
www.greettech.com
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Latest Technology Backup
• Back-up for all critical equipments
• Availability of captive power with redundancy
• Round-the-clock availability of technical services team
www.greettech.com
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Sample Workflow Screenshots
• Workflow can be created and adapted to suit individual client requirements
www.greettech.com
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Real Time Agent Performance Analysis
• Real-time Monitoring capability
• Real-time and Agent History Analysis
• Bird’s eye-view of agents on call / call status and Queuing Status
www.greettech.com
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Sample Call Analysis – Abandoned Calls
• Call details, including receipt, waiting time, abandoned calls and user involvement time are studied
www.greettech.com
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Quality Control Screenshot - Call Play-Back Demo
• All Agent Calls are recorded and can be played back for Quality Checks and Control Measures
www.greettech.com
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Real-time Voice Quality Monitoring
• Voice calls are recorded and monitored live to check strict adherence to standards
www.greettech.com
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Quality Control - Call Evaluation Criteria
• Various parameters that have an impact on Quality in Customer Support are analyzed and evaluated for maximum customer satisfaction.
www.greettech.com
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Quality Control - Call Evaluation Criteria
• Strict adherence to the parameters is maintained and agents are evaluated on a continuous basis on these parameters.
www.greettech.com
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Quality Control - Call Evaluation Criteria
• Customer Query, Agent Response and Customer Feedback are noted and studied for uniform and consistent quality standards.
www.greettech.com
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To Offer World Class Support to your Customers, Contact us Now
Greet Technologies Pvt Ltd.338-339 Raheja Arcade, Koramangala, Bangalore - 560095. India
Phone: +91-80-25534938 / 25523873 Fax: +91-80-30201853Email: [email protected] Website: www.greettech.com