Yapbpo Business Portfolio
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Transcript of Yapbpo Business Portfolio
Yapbpo Business PortfolioYour Voice of Excellence
Company
Overview
Section
A
About Us
YapApp India Pvt. Ltd. www.yapbpo.com 3
Honest People, Expert Service and Unlimited Results
Our MissionYapBPO India is dedicated in building long-term relationships by providing
flexible outsourced contact center solutions that add value to the Business of our
clientele.
We are professional team
Our Vision and Mission
To be the preferred and trusted
customer support service
partner.
Our Vision
YapApp India Pvt. Ltd. www.yapbpo.com 4
Our Services
YapApp India Pvt. Ltd. www.yapbpo.com 5
Call Center Services
• Customer Support
• Technical Helpdesk
• Inquiry Handling
• Call Answering
• Toll Free Services
• Product Information Request
Web Enabled Services
• Order Taking
• Billing Queries
• Email Support
• Chat Support
• Market Research
• Customer Outreach Programs
Customer Experience
Management Solutions
• Business Intelligence
•Voice of Customer
• Net Promoter Score
• Relationship Surveys
• Social Insights
• Complaint Management
Executive
Summary
Section
B
YapApp ADAPT Model
YapApp India Pvt. Ltd. www.yapbpo.com 7
Improving customer experience, mitigating churn, and improving financial performance through operational efficiency
ADAPT
•Assess
•Design
•Associate
•Prepare
•Transfer
Transitioning
•Staffing and Training
•Parallel Processing
•Infrastructure Alignment
Ongoing Delivery
•Delivery and Oversight
•Quality and Risk Mgmt.
BAU
•Re-engineering Automation
•and Efficiency
•People Mgmt. and Knowledge
Key Differentiators
YapApp India Pvt. Ltd. www.yapbpo.com 8
First FactorState of the art infrastructure and technologies
Second FactorRound the clock technical support services
Third FactorTier III data center ensures 99.95% uptime
Fourth FactorCompetitive pricing to deliver the best ROI
Fifth FactorEnhanced security tools to protect your sensitive date
Sixth FactorProfessional and qualified work force
Technology Details
YapApp India Pvt. Ltd. www.yapbpo.com 9
SystemSecured V-LAN for offshore
client Desktops/Laptops :
Acer/HP/Lenovo
Calling Assets• Servers : Dell/HP
• Routers: 1900 Series Router
• Switches: 300 Series CISCO
Switches
• Headsets: Plantronics Dialer• Open source productive
Dialler for a skill-based
routing for timely reporting
• Well-structured LAN cabling
from Cat6e
Connectivity• IPLC: Connect
• ISDN PRI: Connect
Internet Lease line with
12mbps speed dedicated,
guaranteed uptime 99.6% and
IPLC from New York to India
Back-up &
Security• HP/Dell high end servers
with quad processor, load
balancing, timely backup data
and mirroring.
• Quarterly Network Virus
Scans with Cyberoam Firewall
and CISCO Powered Network
• Cyberoaming 50 Firewalls,
Intrusion detection
technology, Proxy, email
Google and internal web
server• Digital VoIP exchange
YapApp India Pvt. Ltd. www.yapbpo.com 10
Telecom
In telecommunications,
competition is fierce.
Operators stop at nothing
to entice customers to
switch providers, but with
similar devices, rate plans
and network coverage, what
really drives loyalty is
superior service.
Yapbpo can help telecom
clients improving retention,
ROI and brand reputation.
Banking
Whether its retail banking,
lending, or credit card
services, you need to build
trust with customers to
retain their loyalty. Today,
customer driven products,
services, and responsiveness
all need to be quick and
personalised to deliver
outstanding experience.
Yapbpo can help financial
institutions understand
what customers want across
organisational channels in
B2B and B2C lifecycles
Insurance
Insurance is confusing and
complicated. When
something goes wrong,
customers rely heavily on
their insurer in what is often
a highly emotional and
stressful situation. The
impact of one mistake may
be irreversible by the brand.
This is why Global
insurance providers can rely
on Yapbpo to ensure every
transaction we/they deliver
is personalised, empathetic
and easy for the customer.
Utilities
Customers have more
choice than ever before to
generate their own power,
and are growing less reliant
on their utility supplier.
Nowadays, utilities are
under immense pressure to
adapt to changing customer
needs.
Yapbpo can help utilising
real time customer
feedback to improve
customer retention and
engagement, and adapt to
changing customers’ needs.
Retail &
e-Commerce
Whether customers shop
online, via mobile or in
brick-and-mortar retail
locations, they expect a
consistent experience
regardless of the channel
they are purchasing from.
Yapbpo brings global best
practices to retail CEM
programs, ensuring a
complete view of this
multifaceted customer
experience. This means
customers get the service
and products they love,
while businesses gain
loyalty.
Customer
CEM
Professional
Contact
Centre
Agent
Researcher
Target Roles
YapApp India Pvt. Ltd. www.yapbpo.com 11
Frontline Agent ManagerExecutive
To create a customer-centric
culture that attains major
business results with Voice of
Customer (VoC) initiatives, you
need to engage every member
of your organisation.
Our Platform delivers role-
specific functionality and
reporting for all levels of the
business, so every individual has
access to the right customer
experience metrics and follow-
up actions.
Our Channels Support
YapApp India Pvt. Ltd. www.yapbpo.com 12
We can help each
company improve service
through transaction-
based or browser-
initiated customer
feedback.
We can captured
insights from the voice
of your customer in this
vast social media
sphere, giving you the
ability to act on
customer concerns,
while improving
services.
We can work both at in-
house and outsourced
locations, providing key
agent performance
metrics and operational
insights that lead to
service improvements for
every customer who calls.
We can monitor
millions of customer
interactions online so
they can improve the
user experience.
Operations
Plan
Section
C
Clients Key Challenges
YapApp India Pvt. Ltd. www.yapbpo.com 14
Start-ups or Emerging Organization
Service Provider
Established and Successful Business
Model
ESTABLISHED & SUCCESSFUL
Such rapid growth can put pressure on the
business ability to operate at scale, with limited
support in place for contact centre workforce
management, reporting and quality.
SERVICE PROVIDER
Organizations faced delays in responding to
customer by peak season in demand, resulting
in high levels of complaints, high abandonment
rates and reduced overall service levels.
START-UPS & EMERGING
Limited visibility of Voice and Non Voice
workload within the contact center may find it
challenging to prioritize and measure
customer interactions. Customers observe
service issues and delays
Our Approach
YapApp India Pvt. Ltd. www.yapbpo.com 15
First Step - IdentifyBetter Insights drives better Results
Second Step -
DeliverTogether towards Insight
Third Step -
AchieveGainful data, Valuable results
Best Practices
YapApp India Pvt. Ltd. www.yapbpo.com 16
1. Identify the root causes of dissatisfaction and follow up with customers immediately, effectively
closing the feedback loop
2. Track the end-to-end customer journey seamlessly across key moments of truth throughout all
channels — call centre, retail, 3rd party retailers, online, self-serve, field technicians, B2B and
beyond
3. Turn big data into big insights by incorporating customer data from a variety of sources including
point of sale, CRM and usage statistics
4. Create organisational visibility by acting on insights and give customer feedback directly to
employees for quick resolution and pinpointed internal training
5. Engage with customers in a dialogue and close the loop with satisfied and un-satisfied customers
alike
6. Learn what’s driving satisfaction and retention rates across multiple lines of business
7. Improve up-sell and cross-sell effectiveness by providing agents with capabilities to engage
customers using a personalised approach
8. Identify your best and worst customers to drive engaging two way conversations for optimal
revenue generation, churn reduction, and program adoption
9. Understand reasons for shopping basket abandonment on online and mobile channels
10. Monitor quality of service and store performance with browser surveys and secret shopper
programs
The
Appendix
Section
D
YapApp India Pvt. Ltd. www.yapbpo.com 18
Our Founders
Avi Shaked – Founder, 888poker.com
He is the most prominent founder of London stock exchange listed 888. This is due in part to his
involvement in politics.. He worked as a representative at MCI, Inc. until he founded Virtual Holdings
Limited. Shaked is an astute follower of politics. He was one of the main contributors to the creation of
the Geneva Convention in 2003. He acquired Aeronautic company working for Israel defence
LinkedIn - https://il.linkedin.com/in/avi-shaked-b502643
Yoram Kugel – Director, YapApp India Pvt. Ltd.
He is leading an international team of developers, designers, and marketers from their headquarters in
Australia. As the director and co-founder of YapApp, he is responsible for product development, sales,
marketing, and business operations. Before, he has ran a successful mobility equipment business in
Australia for 14 years. His products were sold to consumers in seven retail stores all over Australia. As a
business owner, he managed to import products, inventory management, sales and business
development, marketing and advertising, customer service, accounting and everything in between.
LinkedIn - https://au.linkedin.com/in/yoramkugel
We are Located
YapApp India Pvt. Ltd. www.yapbpo.com 19
continentsAustralia and India
OFFICESAustralia – Office No. 403, 838 Collins St, Melbourne, VIC-3008
India - 711, Bestech Business Towers, Sector 66, Mohali, 160059
Mayank
Tyagi
VP, Busineess Development
+61 404 561 525
Karan
Grover
Vice President, BPO
+1 8324262623 | +91 75086 41219
IndiaAustralia
Gaurav
Kohli
Head, Business Development
+1 7162266363 | +91 96465 99178
India
We’d love to get to know to each other
Let’s explore how we can get to create an association
Feel free to drop a line to any of the below mentioned POC’s