SM Telesys' Contact Center A-51 SECTOR 8, NOIDA, UP


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SM Telesys' Contact Center A-51 SECTOR 8, NOIDA, UP

  1. 1. SM Telesys’ Contact Center A-51 SECTOR 8, NOIDA, UP Fax: +91-11-667 4999 Email: info@ contactsmt .com Website: SMES
  2. 2. ContactSMT MAKING THE RIGHT CONTACT <ul><li>ContactSMT provides various, third-party offshore services relating to the professional management of its clients' customers. The facilities are effectively blended in a contact center that provides third party solutions for: </li></ul><ul><li>Telephone (Voice) </li></ul><ul><li>Email </li></ul><ul><li>Web/Internet </li></ul><ul><li>Data entry and data mining </li></ul><ul><li>Blended </li></ul><ul><li>BPO (Business Process Outsourcing) </li></ul>
  3. 3. A PIONEER <ul><li>A pioneering leader with expertise in providing turnkey solutions, SM Telesys is India's leading, and fastest growing, provider of services in the third-party offshore contact center industry. Right from the start, its founders shared a common objective: </li></ul><ul><li>To pursue its corporate objective through a sharply focused growth strategy. To achieve the highest level of performance by providing services through the right mix of relevant technology and quality management. </li></ul>
  4. 4. MISSION & OBJECTIVE <ul><li>MISSION: </li></ul><ul><li>Putting your business in touch with people ... </li></ul><ul><li>Effectively </li></ul><ul><li>Efficiently </li></ul><ul><li>Competitively </li></ul>OBJECTIVE: “ To establish a global company which would deliver state-of-the-art technological solutions and services to global markets&quot;.
  5. 5. OUTSOURCING <ul><li>ContactSMT provides immediate deployment of an integrated architecture coupled with highly trained agents who implement your customized relationship building tactics. </li></ul><ul><li>Our multi-channel solutions give you the total customer interaction package you need to achieve the goals set by your company for customer acquisition, retention, personalization and loyalty. </li></ul><ul><li>The move towards outsourcing stems from several common </li></ul><ul><li>strategic objectives that make good business sense. These are: </li></ul><ul><li>A need or desire to reduce contact center costs </li></ul><ul><li>Increase the level of customer-focused interaction </li></ul><ul><li>Allow a company to concentrate on its core business activities </li></ul>
  6. 6. BENEFITS OF OUTSOURCING <ul><li>Outsourcing controls and reduces contact center expense </li></ul><ul><li>Releases scarce resources for other uses </li></ul><ul><li>Permits your company to concentrate on its core competencies </li></ul><ul><li>Reduces current and future technological investments needed to remain competitive </li></ul><ul><li>Allows quick and efficient expansion as needed, without additional capital investment </li></ul><ul><li>Standardizes performance across all communication channels </li></ul><ul><li>Gain access to world class, best-of-breed capabilities </li></ul><ul><li>Increases productivity and leverages expertise </li></ul><ul><li>Eliminates contact center turnover as a corporate issue </li></ul><ul><li>Cuts the cost of employee benefits, training and recruitment thus positively affecting the corporate bottom line </li></ul>
  7. 7. WHY INDIA? <ul><li>India is fast becoming the center of all CRM activities. A large number of Fortune 500 companies such as GE Capital, British Airways, American Express etc. have already established Contact Centers and software development centers in India. There are a number of reasons why India is emerging as a preferred nation for outsourcing. </li></ul><ul><li>Availability of a large pool of educated and multilingual (especially English) professionals and technical manpower resources (especially in IT and related fields) at significantly lower costs than other countries. </li></ul><ul><li>The government's friendly policies for the information technology sector has facilitated the development of state-of-the-art IT infrastructure and telecommunications facilities. </li></ul><ul><li>Availability of excellent education and training facilities · Manpower with high integrity and dedication to customer service </li></ul>
  8. 8. TECHNOLOGY <ul><li>Being an offspring of a Telecommunications company, we understand technology better than most players in this market and are always ahead with the latest in terms of Software, hardware, CRM etc. It helps us to troubleshoot better and faster and contain costs. </li></ul><ul><li>The third party call center set up by SM Telesys at multiple location in India have excellent infrastructure facilities and dedicated leased (OFC/Satellite) circuits connecting them to the US PSTN. </li></ul>
  9. 9. FACILITIES <ul><li>We are connected to the world on a link second to none hence ensuring a Carrier Class Voice & Data for our customers: </li></ul><ul><ul><ul><li>Dedicated Optical Fiber Cable IPLC by VSNL & AT&T </li></ul></ul></ul><ul><ul><ul><li>Reliable T-1 & T-3 connection at own co-location in New York to connect with US & Worldwide PSTN </li></ul></ul></ul><ul><ul><ul><li>1-800 Numbers for Clients to access </li></ul></ul></ul><ul><ul><ul><li>24x7 availability on Voice as well as Chat (MSN) </li></ul></ul></ul><ul><ul><ul><li>High level of scalability and redundancy </li></ul></ul></ul><ul><ul><ul><li>Total power back-up and generation arrangements </li></ul></ul></ul><ul><ul><ul><li>Remote Monitoring </li></ul></ul></ul><ul><ul><ul><li>Onsite Monitoring by QA/QC </li></ul></ul></ul>
  10. 10. INFRASTRUCTURE <ul><ul><ul><li>CURRENT INFRASTRUCTURE IN NOIDA </li></ul></ul></ul><ul><ul><ul><li>Amcat Predictive Dialer & Inbound Campaign Engine </li></ul></ul></ul><ul><ul><ul><li>HP Agent Positions </li></ul></ul></ul><ul><ul><ul><li>Advantech Industrial Server with Intel Dialogic Cards </li></ul></ul></ul><ul><ul><ul><li>Entrasys LAN Switch </li></ul></ul></ul><ul><ul><ul><li>NEC Switch </li></ul></ul></ul><ul><ul><ul><li>Nuera VoFR Multiplexer for Voice Gateway </li></ul></ul></ul><ul><ul><ul><li>Noise Canceling Headsets </li></ul></ul></ul><ul><ul><ul><li>Agent Monitoring station capable of Data as well as Voice Monitoring </li></ul></ul></ul><ul><ul><ul><li>Cisco Routers </li></ul></ul></ul><ul><ul><ul><li>Leased Line Modems </li></ul></ul></ul><ul><ul><ul><li>200% back-up power supplies & Generators </li></ul></ul></ul><ul><ul><ul><li>Fully Air-conditioned work space </li></ul></ul></ul><ul><ul><ul><li>International Private Lease Circuit (IPLC) by AT&T & VSNL </li></ul></ul></ul><ul><ul><ul><li>Dedicated Internet Bandwidth </li></ul></ul></ul><ul><li>We also have our own collocation/termination in the US having the following equipment: </li></ul><ul><ul><li>Nortel Switch </li></ul></ul><ul><ul><li>Nuera VoFR Multiplexer </li></ul></ul><ul><ul><li>Servers by HP & Advantech </li></ul></ul><ul><ul><li>Cisco Routers </li></ul></ul><ul><ul><li>T1 (PSTN connectivity) by AT&T, Qwest & Williams </li></ul></ul><ul><ul><li>CSU/DSU & Leased Line Modems </li></ul></ul>
  11. 11. NETWORK DIAGRAM <ul><li>A brief Network Diagram of the NOIDA facility is as follows. </li></ul>
  12. 12. REDUNDANCY <ul><li>Redundancy: Not only within but also in terms of City </li></ul><ul><li>In the event of severe disaster, contactSMT is a safe heaven for your queries. Our facilities are redundant in terms of systems, phones and power. In case of emergency, your calls can be re-routed to another center and handled effectively, without delay or interruption of service. </li></ul>Our Redundant call center is located at Bangalore to take up any redundant or overflow traffic keeping the client totally transparent & worry free. We manage process & programs with rigorous procedures and quality integrating all technical & commercial components into a seamless operation to meet your objectives.
  13. 13. SERVICES PROVIDED <ul><li>With over 100 live Customer Support Representative. Our vision is to help our clients to develop harmonious and trustworthy relations with their clients. We have the skills, technology, infrastructure and expertise to take all blended programs. </li></ul><ul><ul><ul><li>We assess your customer service requirements </li></ul></ul></ul><ul><ul><ul><li>We develop an action plan for improvement of Customer Service. </li></ul></ul></ul><ul><ul><ul><li>Skill based training and consulting is there so that we can provide world class customer service organization. </li></ul></ul></ul><ul><li>ContactSMT provides the following services: </li></ul><ul><li>1.0 Outbound Voice </li></ul><ul><li>2.0 Inbound Voice </li></ul><ul><li>3.0 Data Processing/Fax/Internet/Web </li></ul><ul><li>4.0 BPO </li></ul>
  14. 14. 1.0 OUTBOUND VOICE <ul><ul><li>ContactSMT has been providing various outbound campaigns such as: </li></ul></ul><ul><ul><ul><li>Order Taking </li></ul></ul></ul><ul><ul><ul><li>Customer Service </li></ul></ul></ul><ul><ul><ul><li>Telemarketing </li></ul></ul></ul><ul><ul><ul><li>Cold calling </li></ul></ul></ul><ul><ul><ul><li>3 rd party verification </li></ul></ul></ul><ul><ul><ul><li>Credit card orders </li></ul></ul></ul><ul><ul><ul><li>Appointment setting </li></ul></ul></ul><ul><ul><ul><li>Mortgage Surveys </li></ul></ul></ul><ul><ul><ul><li>Magazine Subscriptions </li></ul></ul></ul>
  15. 15. 1.1 OUTBOUND PROCESS <ul><li>Our Current Outbound processes involve: </li></ul><ul><ul><li>Telecommunication Process : ContactSMT has been doing various outbound telemarketings for Wireless, Calling Card & Long-distance for telecom companies for North America and UK. </li></ul></ul><ul><ul><li>Financial Process : The company is rather strong in taking up carious financial process including Credit cards, debt recovery, etc., that it has been doing in the past. </li></ul></ul><ul><ul><li>Mortgage Process : Leads generation for Mortgage is another one of the strong point of the company. </li></ul></ul><ul><ul><li>Satellite Dish : An outbound process for sale of Dish in a b2c environment. </li></ul></ul><ul><ul><li>Magazine Subscriptions : A b2b process. </li></ul></ul>
  16. 16. 2.0 INBOUND VOICE <ul><li>We execute various Inbound Processes such as: </li></ul><ul><ul><li>Customer Service </li></ul></ul><ul><ul><li>Appointment Setting </li></ul></ul><ul><ul><li>Answering Service </li></ul></ul><ul><ul><li>Catalogue Sales </li></ul></ul><ul><ul><li>Dealer Locator Service </li></ul></ul><ul><ul><li>General Information </li></ul></ul><ul><ul><li>Live Telephone Operators </li></ul></ul><ul><ul><li>Inquiry Service </li></ul></ul><ul><ul><li>Voicemail </li></ul></ul><ul><ul><li>Order Taking </li></ul></ul>
  17. 17. 2.1 INBOUND PROCESS <ul><li>Some of our current Inbound Processes involve: </li></ul><ul><ul><ul><li>Third party verification </li></ul></ul></ul><ul><ul><ul><li>Customer Support : For Cellular/Wireless helping customers with trouble shooting and customer service. </li></ul></ul></ul><ul><ul><ul><li>Subscription : Inbound renewal of subscriptions. </li></ul></ul></ul><ul><ul><ul><li>Customer Care for b2c : The company has also been doing customer care as well as order bookings for a b2c company. </li></ul></ul></ul>
  18. 18. 3.0 DATA PROCESSING, FAX, EMAIL & WEBSITE QUERIES <ul><li>ContactSMT’s facilities are capable of providing </li></ul><ul><li>a high level of Quality Web chat and email support to the customers visiting on its client's websites on a round-the-clock basis. </li></ul><ul><li>Complete data entry services are available in-house as well. Apart from Data Entry we also provide Data Mining services in order to seek trends in customer data and to identify those customers that are the most profitable for our client's business: </li></ul><ul><ul><ul><li>Document Preparation </li></ul></ul></ul><ul><ul><ul><li>Data Entry </li></ul></ul></ul><ul><ul><ul><li>Data entry front end edits </li></ul></ul></ul><ul><ul><ul><li>Statistical Analysis </li></ul></ul></ul><ul><ul><ul><li>Report Making </li></ul></ul></ul>
  19. 19. 4.0 BUSINESS PROCESS OUTSOURCING (BPO) <ul><li>The philosophy behind BPO is specific, do what you do best and leave everything else to business process outsourcers. Companies are moving their non-core business processes to outsource providers. BPO saves precious management time and resources and allows focus while building upon core competencies. </li></ul><ul><li>Our current BPO process involves: </li></ul><ul><ul><li>Generating Orders & Leads </li></ul></ul><ul><ul><li>Order entry </li></ul></ul><ul><ul><li>Customer as well as Client support </li></ul></ul><ul><ul><li>Order Delivery </li></ul></ul><ul><ul><li>Delivery Confirmation to Client as well as the Customer </li></ul></ul><ul><ul><li>Billing and collection </li></ul></ul><ul><ul><li>Reporting on web as well as hard copy </li></ul></ul>
  20. 20. OUR STRENGTHS <ul><ul><li>People </li></ul></ul><ul><ul><li>With strong technological and international experience with </li></ul></ul><ul><ul><li>A deep-rooted commitment to quality and customer delight. </li></ul></ul><ul><ul><li>Trained and retrained with the latest in the industry and client requirements </li></ul></ul><ul><li>In-house training </li></ul><ul><ul><li>Reliable and dedicated instructors, </li></ul></ul><ul><ul><li>Updated quality curriculum </li></ul></ul><ul><ul><li>Deploying high technology audio-visual and class-room training </li></ul></ul><ul><ul><li>Focused and quality approach and customized training </li></ul></ul><ul><ul><li>Ongoing Retraining </li></ul></ul><ul><ul><li>Quality </li></ul></ul><ul><ul><li>In every process we follow </li></ul></ul><ul><ul><li>ISO 9001:2000 Certification </li></ul></ul><ul><ul><li>The client can feel </li></ul></ul>
  21. 21. PEOPLE, TRAINING & QA <ul><li>All CSR are college graduates and with appropriate skills. </li></ul><ul><li>All team members are selected strictly based on established criteria taking our customer's needs into account. </li></ul><ul><li>We look for individuals with the kind of expertise, interests and background that would be a substantial asset to your particular business. </li></ul><ul><li>Candidates are screened for English language skills, both written and spoken, as well as stress management skills. </li></ul><ul><li>Ongoing training is part of our strategy to build a base of highly effective and efficient team of eCRM professionals. </li></ul><ul><li>Extensively trained in the following areas: </li></ul><ul><ul><li>Process specific training </li></ul></ul><ul><ul><li>Quality </li></ul></ul><ul><ul><li>Customer Service </li></ul></ul><ul><ul><li>Voice clarity, Accent flattening </li></ul></ul><ul><ul><li>Corporate Culture </li></ul></ul><ul><li>State-of-the-art in-house training facility </li></ul><ul><li>CSR to supervisor ratio as well as CSR to quality personnel ratio is kept low to ensure a higher level of customer service </li></ul>
  22. 22. QUALITY POLICY <ul><li>S M Telesys, an international service organization, creates services by continuously trained & retrained man power working on state of art software installed on reliable hardware. </li></ul><ul><li>Customer satisfaction through self introspection is the purpose of every employee. Objectives are set to evaluate company performance related to customer focus, productivity and self-satisfaction of employees. </li></ul><ul><li>Key to quality is trained manpower operating on application software and hardware. </li></ul>
  23. 23. QUALITY OBJECTIVES <ul><li>SM Telesys Ltd. is poised to enhance customer satisfaction through the following quality objectives. </li></ul><ul><li>Induction and continued training of competent personnel </li></ul><ul><li>Job recognition, appreciation and incentive linked with promotion to create vibrant manpower environment. </li></ul><ul><li>Effective and higher utilization of manpower software and hardware resources of the company </li></ul><ul><li>Improved internal & external perception of our quality of services offered by the company. </li></ul>
  24. 24. MAJOR PROCESS COVERED UNDER ISO QUALITY SYSTEMS <ul><li>Competence, Awareness and Training </li></ul><ul><li>Management of Data-base </li></ul><ul><li>Sales of services/ product </li></ul><ul><li>Verification of sales </li></ul><ul><li>Raising Invoice </li></ul><ul><li>Monitoring of Quality Of Sales. </li></ul>
  25. 25. How do YOU benefit? <ul><li>SM Telesys operates both small and mid-sized contact centers. Thus,depending on its client's requirements, the Company dedicates the facilities and services of one call center specifically for executing a particular campaign. </li></ul><ul><li>Multi-locational call centers hooked up with each other, building redundancies for round-the-clock operations </li></ul><ul><li>Competitive pricing standards </li></ul><ul><li>Well educated and trained agents to execute campaigns </li></ul><ul><li>24x7x365 operations </li></ul><ul><li>State of the art, high-tech CTI Solutions with the most advanced dialing systems </li></ul><ul><li>Intensive ongoing recruitment and training </li></ul>
  26. 26. Contact us because… <ul><li>SM Telesys has cultivated a culture of excellence, leveraging the best skills and resources available to maintain its competitive edge. </li></ul>