BNK International Call Center
BNK International Contact Center
“ It will not suffice to have Customers that are merely satisfied.” - W. Edwards Deming
Building Trust and Loyalty
BNK International Call Center
Our Mission
Add value to our client’s business by maintaining excellent communication with their customers, building trust and drawing loyalties through absolute
Customer Satisfaction.
BNK International Call Center
Profile
Located in Calcutta, India
Services available on 24 x 7 basis
Line of Business - Customer Relationship and Business Processes Management in English
Equipped with Computer Telephony Integration
Support for all types of calls i.e. voice(Inbound & Outbound), fax, e-mail, chat etc.
Fully equipped with back office support systems
BNK International Call Center
Inbound voice - Help Desk, Tech. Support - including web enabled interfaces
Outbound VoiceTeleservices, both B to B & B to C
Customer Service
Chat
e-mail Management
Back-office Applications & Processing
Core Competencies of BNKe
BNK International Call Center
Directly connected to the International Gateway Switch – no Local Loop – excellent Reliability & Voice Quality.
Redundancy at all critical system levels – Processors, Data & Voice Ports at Agent Workstations, UPS, SMPS and LAN Ports.
Fully equipped with state-of-the-art technology in all spheres of call center operation for effectively handling both Inbound & Outbound campaigns.
Uninterrupted and assured power supply backed up by UPS and generator set.
Our Competitive Advantage
Contd…
BNK International Call Center
Competitive Advantage … contd.
Customized Reports can be provided.
Computer literate, college and university educated workforce with neutral accent and fluency in English available in plenty in and around Calcutta
Cohesive management team involved in the project since inception.
Total commitment to quality.
Process driven approach for call centre management. Processes designed and developed by Ernst & Young.
BNK International Call Center
Ratio of CSR*: TL** : 10 : 1 Current Capacity : 300 seats All employees are permanent. No part time employees Short Term plan – increase 200 seats in 120 days on confirmed business. Long term plan – Have acquired 1.12 acre of land adjacent to present
facility to construct 150,000 sq.ft. of space for further expansion.
* CSR – Customer Service Representative** TL – Team Leader
Operations Overview
BNK International Call Center
Short-listing of likely candidates from resumes First round of telephonic interviews Second round of interviews ( by selection panel) Group discussion Personality tests Script reading Final selection
Contd..
Process of Selection
The People
BNK International Call Center
Knowledge, fluency in English Accent Social skills Positive attitude Personal needs, values and interests Personality traits Communication skills Inter-personal skills Basic computer knowledge Ability to work flexible hours Analytical, organizational and problem solving skills Ability to handle sensitive situations tactfully
Contd..
Criteria taken into account for selection
The People … contd.
BNK International Call Center
Measures for Employee Retention
Structured and defined HR policy with absolute clarity on career path for each employee
Endeavour to promote team leaders from CSRs only Monetary and non-monetary rewards and recognition Periodic employee satisfaction surveys Stress relieving measures Counselling and short training capsules Identification and recognition of “fast track” performers Flexible work arrangements when required Team building measures Corporate leisure and entertainment activities
The People … contd.
BNK International Call Center
Present Client Base
Inbound Services
• Offshore site navigation assistance to global users of Company Extranet including Application support. This campaign includes voice and e-mail management.• Offshore Technical Helpdesk
• Offshore Customer Helpdesk Support to customers of Health Insurance Company
• Off shore Order taking service for consumer product Company
Outbound Services
• B to B & B to C Telemarketing services to USA and UK
BNK International Call Center
Web-Enabled Services
We are also providing web enabled services to quite a few of our clients in the form of accessing and working on their database/ CRM through a secure VPN ( Virtual Private Network)
Present Client Base
BNK International Call Center
Infrastructure - Systems
Voice Network includes:Nortel Meridian 61C and Passports 7480Mosaix Dialer Symposium Call Center ServerNice Voice Logger
Data Network is built on:Compaq and Advantech ServersCompaq and IBM WorkstationsXLR and Baystack Switches
Internet Connectivity through Cisco Routers
Firewall with in-house Web, Mail and FTP Servers
BNK International Call Center
Baystack
US PSTN
US Local Exchange
Carrier
Passport 7480
IPLC
Passport 7480
T1sT1s
Meridian 61C
Extensions
XLRSymposium Sever
Other Servers
Voice Network
Baystack
Voice Logger
US EndIndian End
ELAN
CLAN
Nortel M3903
AvayaMOSAIX
Dialer
CAN CONNECT TO ANY OTHER PLACE AROUND THE GLOBE
BNK International Call Center
Agent Workstations
Data Network
Application CTI PDC Predictive EIC Database
XLR
Baystack
Servers
BNK International Call Center
Meridian 61C
DigitalExtensions
XLRSymposium Sever
ELAN
ACD with SkillBased Routing
Nortel M3903 Inbound Calls
Inbound Call Routing
(CLI, DNIS)
BNK International Call Center
XLR
AvayaMOSAIXPredictive
Dialer
Transfer Call on Live
Answer
Database Server
Agents
Outbound Call Process
Passport 6480
T1s
BNK International Call Center
Redundancies
Full Redundancy in respect of the following systems & network elements:
Data and Voice Ports at each Agent position
Dual Processor architecture on the Database Server. Hot swappable SCSI hard drives, redundant power supply and network interfaces
Redundant power supply, LAN ports and hard drives on all the other servers
Full redundancy of Control Processors in the PBX and Multiplexers
Redundancy of V.35 ports (for interfacing the IPLC)
Redundancy of UPS systems
Redundancy of IPLC with 1Mbps each on fiber on two different routes
BNK International Call Center
BACK
OFFICE
PROCESSING
BNK International Call Center
CONTENT DOCUMENT CONVERSION
Conversion of printed text matter into:
HTML format
SGML format
XML format
Other proprietary formats
PDF format
BNK International Call Center
• Processing Claims • Repricing of Claims• Data Entry (with Dual Validation) or Inload EDI• Adjudication (on line on client system) over secured VPN• Fix and Repair• Generation of Acknowledgement Letters, Unknown Claims and Final Rejects and their mailing
Insurance Claims Processing
BNK International Call Center
BNK International Call Center
Contact us at
BNKe. Solutions Pvt. Ltd.Infinity Towers – Fourth FloorA3 Block GP, Sector VSalt Lake CityKolkata 700 091IndiaTel: + 91-33- 357 5194 / 95 / 96Fax: + 91-33- 357 5197E-mail: [email protected] Site: www.bnkonline.net