Hosting Network (India) Pvt Ltd . http://www.hostingnetwork.in E-MAIL :  [email_address] Plot no 12 , journalist colony ro...
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in BPO Servi...
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in Operation...
<ul><li>Large Customers - Service stability - Proven </li></ul><ul><li>Domain Knowledge and Experience - Delivered </li></...
<ul><li>Technology </li></ul><ul><li>Proven expertise in IT-related services </li></ul><ul><li>Large presence of internati...
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-,mail : info@hostingnetwork.in Why do c...
<ul><li>Call centers have existed for more than Thirty years and are often  classified as  outbound ,  inbound  or mixed. ...
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-,mail : info@hostingnetwork.in <ul><li>...
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-,mail : info@hostingnetwork.in Why Delh...
<ul><li>India Calling  visions to become the default choice of any customer when it comes to Contact Center in the Industr...
<ul><li>Our Corporate Mission Consists of Two Intertwine Goals.   </li></ul>Plot no 12 , journalist colony road no 3 banja...
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-,mail : info@hostingnetwork.in United S...
Business Continuity Planning Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : inf...
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in Technolog...
<ul><li>100 seats operating 24x7x365 </li></ul><ul><li>Telecom connectivity comprises of 4 VC-IPLC links of 2 Mbps </li></...
Security Parameters <ul><li>Physical Security </li></ul><ul><li>Frisking of employee </li></ul><ul><li>Access control for ...
Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in Process T...
<ul><li>Contact Centers face challenges on Operational efficiency, primarily service deliveries  </li></ul><ul><li>Benchma...
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Hosting network

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Hosting network

  1. 1. Hosting Network (India) Pvt Ltd . http://www.hostingnetwork.in E-MAIL : [email_address] Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in
  2. 2. Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in BPO Services India Calling has proven expertise in Selling of Wireless Phones, Healthcare and Financial Services sectors. Our service delivery strategy ensures that subject matter experts manage your operations and quickly understand your changing business needs.
  3. 3. Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in Operations Our service delivery model is based upon robust practices involving best-in-class People, Process and Technology. These elements form the cornerstones of our service delivery strategy and provide a platform that is flexible and customizable to suit specific client business dynamics.
  4. 4. <ul><li>Large Customers - Service stability - Proven </li></ul><ul><li>Domain Knowledge and Experience - Delivered </li></ul><ul><li>Onshore-Offshore Delivery - Committed </li></ul><ul><li>Technology backbone – Best in the industry </li></ul>Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in Why are we different
  5. 5. <ul><li>Technology </li></ul><ul><li>Proven expertise in IT-related services </li></ul><ul><li>Large presence of international technology vendors </li></ul><ul><li>Basic ,cellular , paging and Internet services have been privatized </li></ul><ul><li>Under-sea optic fiber de-monopolized </li></ul><ul><li>IPLC (telecommunications) costs going down </li></ul>Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-,mail : info@hostingnetwork.in The offshore advantage - India <ul><li>People </li></ul><ul><li>Relatively large English speaking population </li></ul><ul><li>Highly skilled workforce </li></ul><ul><li>Strong work ethics </li></ul><ul><li>High levels of education </li></ul><ul><li>Cosmopolitan culture </li></ul>
  6. 6. Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-,mail : info@hostingnetwork.in Why do customers outsource? Sample=220 Source: Outsourcing World Summit Survey System Sponsored by: PWC
  7. 7. <ul><li>Call centers have existed for more than Thirty years and are often classified as outbound , inbound or mixed. </li></ul><ul><li>OUTBOUND </li></ul><ul><li>Outbound call centers perform such functions as telemarketing calls, administration of customer survey research, or similar organized calling programs. </li></ul><ul><li>INBOUND </li></ul><ul><li>Inbound call centers perform functions such as information and referral, customer service, technical support or other inbound call programs. </li></ul><ul><li>BLENDED </li></ul><ul><li>Mixed centers use the personnel and technology available for both outbound and inbound call programs along with other multifaceted services like data (verification , processing , reconciliation) ,co-browsing ,co-hosting ,e-mail ,fax, videoconferencing etc. </li></ul>Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in Major Classification
  8. 8. Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-,mail : info@hostingnetwork.in <ul><li>Total worldwide market Year 2003 US $ 405 b </li></ul><ul><li>Projected market Year 2008 US $632 b </li></ul><ul><li>CAGR 11% across all segments** </li></ul><ul><li>6 % </li></ul><ul><ul><li>45 % </li></ul></ul><ul><li>18 % </li></ul><ul><li>35 % </li></ul>Worldwide BPO Market
  9. 9. Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-,mail : info@hostingnetwork.in Why Delhi Parameter / City Mumbai Delhi Chennai Bangalore Hyderabad Human Capital           - Impact of regional culture High Low High High High - Work ethic Med High Low Med Low - Exposure to western culture High High Low High Med Infrastructure           - OFC Connectivity for International & local loop Diverse Diverse Single Single Single - Power Surplus Surplus Deficient Deficient Deficient
  10. 10. <ul><li>India Calling visions to become the default choice of any customer when it comes to Contact Center in the Industry, helping them sustain their competitive edge by delivering. </li></ul><ul><ul><li>Quality </li></ul></ul><ul><ul><li>Speed </li></ul></ul><ul><ul><li>Lowered Costs </li></ul></ul>Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in Vision
  11. 11. <ul><li>Our Corporate Mission Consists of Two Intertwine Goals. </li></ul>Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-,mail : info@hostingnetwork.in For our customers Ensure the world class quality of service. Build the best technical support system. Achieve total customer satisfaction. Maintaining globally comparable productivity For our Employees Provide a world class-working environment of trust, openness , togetherness where they can express creativity , excellence and unyielding integrity. Mission Statement
  12. 12. Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-,mail : info@hostingnetwork.in United States United Kingdom India Prospective Market and Clients Targeting fortune 500 companies across major economies
  13. 13. Business Continuity Planning Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in <ul><li>State of the art Infrastructure </li></ul><ul><li>Designed for 24x7 operations </li></ul><ul><li>Infrastructure with sufficient </li></ul><ul><li>Built in redundancies </li></ul><ul><li>Strong In-house technology team </li></ul><ul><li>Robust Security and Business </li></ul><ul><li>Continuity plan </li></ul><ul><li>Scalable process environment </li></ul><ul><li>Continuous Process Improvement </li></ul><ul><li>Use of established quality model </li></ul><ul><li>Risk measurement and mitigation </li></ul><ul><li>matrices in place </li></ul><ul><li>Strong senior management team </li></ul><ul><li>Dedicated seasoned professionals </li></ul><ul><li>8 man years of BPO experience </li></ul><ul><li>Robust and multitasked work force </li></ul><ul><li>Aspired career growth, offered </li></ul>Platform Process People
  14. 14. Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in Technology Diagram
  15. 15. <ul><li>100 seats operating 24x7x365 </li></ul><ul><li>Telecom connectivity comprises of 4 VC-IPLC links of 2 Mbps </li></ul><ul><li>Broad-band ADSL link of 2Mbps from Spectranet </li></ul><ul><li>Predictive dialers having both inbound and outbound licenses </li></ul><ul><li>High End IBM Servers for Databases, Email, CTI and other applications </li></ul><ul><li>Network Operations Center with fully Equipped Server Rooms </li></ul><ul><li>SSL VPN and Data encryption for secured upload and download </li></ul><ul><li>Abundant Power with Back-up </li></ul>Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in Technology Contd…….
  16. 16. Security Parameters <ul><li>Physical Security </li></ul><ul><li>Frisking of employee </li></ul><ul><li>Access control for entry into office </li></ul><ul><li>Visitors have entry passes with strict access restrictions </li></ul><ul><li>No camera phones or any electronic imaging gadgets are allowed into the operation floor </li></ul><ul><li>Hard copies are restricted. All printouts are monitored at PC levels. Unnecessary printouts are shredded. </li></ul><ul><li>Access Control </li></ul><ul><li>Each individual has separate log on facility. Passwords to be a combination of alphabetical, numerical and special characters </li></ul><ul><li>Segregation of access to files carried out based on Internal Control guidelines </li></ul><ul><li>No local storage provided, all data are stored at server level with backup </li></ul><ul><li>Regular audits of central server </li></ul><ul><li>USB ports, floppy drives and CD drives are disabled </li></ul><ul><li>Email Security </li></ul><ul><li>All emails can be accessed only from within the company intranet </li></ul><ul><li>Only selected employees are allowed access to email accounts from outside the office </li></ul><ul><li>All emails are scanned for attachments and threats </li></ul>
  17. 17. Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in Process Training <ul><li>INDUCTION PROGRAM </li></ul><ul><li>Organization Overview </li></ul><ul><li>Vision/Mission </li></ul><ul><li>Policies </li></ul><ul><li>Quality Awareness </li></ul><ul><li>VOICE & ACCENT PROGRAM </li></ul><ul><li>Accent neutralization </li></ul><ul><li>Cultural Orientation </li></ul><ul><li>Conversational Skills </li></ul><ul><li>SELLING SKILLS </li></ul><ul><li>Presentation skills </li></ul><ul><li>Features and Benefits </li></ul><ul><li>Objection Handling </li></ul><ul><li>Closing </li></ul><ul><li>CUSTOMER SERVICE SKILLS </li></ul><ul><li>Telephone Etiquette </li></ul><ul><li>Questioning Techniques </li></ul><ul><li>Empathy & Rapport Building </li></ul><ul><li>PRODUCT & PROCESS TRAINING </li></ul><ul><li>Quality (Compliance) </li></ul><ul><li>Systems training </li></ul><ul><li>On the Job Training </li></ul>Voice & Accent Training and Development
  18. 18. <ul><li>Contact Centers face challenges on Operational efficiency, primarily service deliveries </li></ul><ul><li>Benchmarks not Focused on Outcomes </li></ul><ul><li>Planning inadequate in Scope and long Term Needs </li></ul><ul><li>Lack of Call Centre People Management Know How </li></ul><ul><li>C all Centre Purpose unaligned to Organizational Purpose </li></ul>Plot no 12 , journalist colony road no 3 banjara hills Hyderabad 500034 AP INDAI E-mail : info@hostingnetwork.in Contact Center Challenges Most Call Centers that don’t succeed didn’t plan to fail, they simply failed to Plan

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