Vcare Call Center http://www.vcarecallcenter.com Contact Center Services by Call Centers India

Outline About CCI Company Overview Key personal Services and capabilities Voice services Non voice services Programming services Facility Photographs of facility Technology Call flow Reporting Implementations Differentiators Case Studies Contact information

About CCI

Company Overview

Key personal

Services and capabilities

Voice services

Non voice services

Programming services

Facility

Photographs of facility

Technology

Call flow

Reporting

Implementations

Differentiators

Case Studies

Contact information

About Call Centers India Call centers India is a Washington based corporation. Headquarters are in Seattle, WA Operations are in Noida India, a suburb of New Delhi India. The Indian corporation Vcare Care Call Centers India (p) Ltd. is a wholly owned subsidiary of the US Corporation. Call centers India is a CISCO funded company.

Call centers India is a Washington based corporation.

Headquarters are in Seattle, WA

Operations are in Noida India, a suburb of New Delhi India.

The Indian corporation Vcare Care Call Centers India (p) Ltd. is a wholly owned subsidiary of the US Corporation.

Call centers India is a CISCO funded company.

About Call Centers India cont. The center is housed in a modern 11,000 sq. ft. facility. 3 levels of redundancy for its technological infrastructure. 100% IP based network and uses CISCO technology platform. Electrical power and Internet connectivity are redundant.

The center is housed in a modern 11,000 sq. ft. facility.

3 levels of redundancy for its technological infrastructure.

100% IP based network and uses CISCO technology platform.

Electrical power and Internet connectivity are redundant.

Key Personnel Eric Anderson Sandip Mehra Geetika Mehra Its management team has over 20 years of combined call center experience. Capacity of 1,000 stations. Growing more than 15% quarter per quarter.

Eric Anderson

Sandip Mehra

Geetika Mehra

Its management team has over 20 years of combined call center experience.

Capacity of 1,000 stations.

Growing more than 15% quarter per quarter.

Services - Voice Inbound Order hotlines Customer service Support lines Handling call overflow Outbound Verification calls Collections Lead generation and sales support Assessment of demand Collection of useful information and arranging appointments for the sales force Market research Customer satisfaction surveys

Inbound

Order hotlines

Customer service

Support lines

Handling call overflow

Outbound

Verification calls

Collections

Lead generation and sales support

Assessment of demand

Collection of useful information and arranging appointments for the sales force

Market research

Customer satisfaction surveys

Non Voice services Web services Chat Email SMS chat support Programming services Web based programming PHP programming Custom applications

Web services

Chat

Email

SMS chat support

Programming services

Web based programming

PHP programming

Custom applications

Web Based Solution… Data entry Mystery shopping Web chat & Email response Qualitative analysis Research services

Data entry

Mystery shopping

Web chat & Email response

Qualitative analysis

Research services

India Facility Located in suburb of New Delhi, India Managed by experienced professionals Current capacity expandable to 1,000 seats Access to world’s largest pool of college educated workers

Located in suburb of New Delhi, India

Managed by experienced professionals

Current capacity expandable to 1,000 seats

Access to world’s largest pool of college educated workers

India Facility (Photos)‏

Technology End-to-end CISCO based IP network Cisco Platform: Cisco call Manager as PBX Cisco Unity Voice Mail Cisco IVR Cisco Predictive, Preview , Outbound ,24/7 Dialer Ability to call and receive calls from over 30 Countries PCs: Compaq Phones: CISCO IP 7940 series Headsets: Plantronics

End-to-end CISCO based IP network

Cisco Platform:

Cisco call Manager as PBX

Cisco Unity Voice Mail

Cisco IVR

Cisco Predictive, Preview , Outbound ,24/7 Dialer

Ability to call and receive calls from over 30 Countries

PCs: Compaq

Phones: CISCO IP 7940 series

Headsets: Plantronics

Call Flow Link

Reporting Complete CISCO reporting Talk time Average time to answer Hold times Wait time Answer times Wrap times Meeting all set standards / SLA’s

Complete CISCO reporting

Talk time

Average time to answer

Hold times

Wait time

Answer times

Wrap times

Meeting all set standards / SLA’s

Implement Project specs passed on to VCare Client Manager Train the Trainer VCare-Client conference call with Team Leader/Supervisor and Agents Call calibration with Quality and Operations Department Production Periodic reviews

Project specs passed on to VCare Client Manager

Train the Trainer

VCare-Client conference call with Team Leader/Supervisor and Agents

Call calibration with Quality and Operations Department

Production

Periodic reviews

Quality-Differentiators Quality evaluation of agents One call per agent per day Live monitoring 100% call recording Team leader to agent ratio 1:9 Daily agent feedback. Process transition manager. Specified account manager Defined escalation procedures

Quality evaluation of agents

One call per agent per day

Live monitoring

100% call recording

Team leader to agent ratio 1:9

Daily agent feedback.

Process transition manager.

Specified account manager

Defined escalation procedures

Offices USA 701 Fifth Avenue Suite 4200 Seattle, WA 98104 INDIA Vcare Call Centers India (P) Ltd E-25, Sector-63 NOIDA 201301 India 9891107474 Email: [email_address] Website: www.vcarecallcenter.com

USA

701 Fifth Avenue

Suite 4200

Seattle, WA 98104