Vcare Call Center India Contact Center Services by Call Centers India
Outline <ul><li>About CCI </li></ul><ul><ul><li>Company Overview </li></ul></ul><ul><ul><li>Key personal </li></ul></ul><u...
About Call Centers India <ul><li>Call centers India is a Washington based corporation.  </li></ul><ul><li>Headquarters are...
About Call Centers India cont .. <ul><li>The center is housed in a modern 11,000 sq. ft. facility.  </li></ul><ul><li>3 le...
Key Personnel <ul><li>Eric Anderson  </li></ul><ul><li>Sandip Mehra </li></ul><ul><li>Geetika Mehra </li></ul><ul><li>Its ...
Services - Voice <ul><li>Inbound </li></ul><ul><ul><li>Order hotlines </li></ul></ul><ul><ul><li>Customer service </li></u...
Non Voice services <ul><li>Web services  </li></ul><ul><ul><li>Chat </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><u...
Web Based Solution.. <ul><li>Data entry </li></ul><ul><li>Mystery shopping </li></ul><ul><li>Web chat & Email response  </...
India Facility <ul><li>Located in suburb of New Delhi, India </li></ul><ul><li>Managed by experienced professionals </li><...
India Facility
Technology <ul><ul><li>End-to-end CISCO based IP network </li></ul></ul><ul><ul><li>Cisco Platform: </li></ul></ul><ul><ul...
Call Flow Link
Reporting <ul><li>Complete CISCO reporting </li></ul><ul><ul><li>Talk time </li></ul></ul><ul><ul><li>Average time to answ...
Implement <ul><li>Project specs passed on to VCare Client Manager </li></ul><ul><li>Train the Trainer </li></ul><ul><li>VC...
Quality-Differentiators <ul><li>Quality evaluation of agents  </li></ul><ul><ul><li>One call per agent per day </li></ul><...
Offices <ul><li>USA </li></ul><ul><li>701 Fifth Avenue  </li></ul><ul><li>Suite 4200  </li></ul><ul><li>Seattle, WA 98104 ...
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Vcare Call Center India

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Vcare Call Center India is leading outsourcing company operating in the contact center/BPO services space, providing high-quality, cost-effective call center, technical help desk support and back office services to all sized businesses across the worldwide. The Company offers a complete range of call center services to help clients achieve higher customer satisfaction and increase revenue growth.

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Vcare Call Center India

  1. 1. Vcare Call Center India Contact Center Services by Call Centers India
  2. 2. Outline <ul><li>About CCI </li></ul><ul><ul><li>Company Overview </li></ul></ul><ul><ul><li>Key personal </li></ul></ul><ul><li>Services and capabilities </li></ul><ul><ul><li>Voice services </li></ul></ul><ul><ul><li>Non voice services </li></ul></ul><ul><ul><li>Programming services </li></ul></ul><ul><li>Facility </li></ul><ul><ul><li>Photographs of facility </li></ul></ul><ul><li>Technology </li></ul><ul><ul><li>Call flow </li></ul></ul><ul><li>Reporting </li></ul><ul><li>Implementations </li></ul><ul><li>Differentiators </li></ul><ul><li>Case Studies </li></ul><ul><li>Contact information </li></ul>
  3. 3. About Call Centers India <ul><li>Call centers India is a Washington based corporation. </li></ul><ul><li>Headquarters are in Seattle, WA </li></ul><ul><li>Operations are in Noida India, a suburb of New Delhi India. </li></ul><ul><li>The Indian corporation Vcare Care Call Centers India (p) Ltd. is a wholly owned subsidiary of the US Corporation. </li></ul><ul><li>Call centers India is a CISCO funded company. </li></ul>
  4. 4. About Call Centers India cont .. <ul><li>The center is housed in a modern 11,000 sq. ft. facility. </li></ul><ul><li>3 levels of redundancy for its technological infrastructure. </li></ul><ul><li>100% IP based network and uses CISCO technology platform. </li></ul><ul><li>Electrical power and Internet connectivity are redundant. </li></ul>
  5. 5. Key Personnel <ul><li>Eric Anderson </li></ul><ul><li>Sandip Mehra </li></ul><ul><li>Geetika Mehra </li></ul><ul><li>Its management team has over 20 years of combined call center experience. </li></ul><ul><li>Capacity of 1,000 stations. </li></ul><ul><li>Growing more than 15% quarter per quarter. </li></ul>
  6. 6. Services - Voice <ul><li>Inbound </li></ul><ul><ul><li>Order hotlines </li></ul></ul><ul><ul><li>Customer service </li></ul></ul><ul><ul><li>Support lines </li></ul></ul><ul><ul><li>Handling call overflow </li></ul></ul><ul><li>Outbound </li></ul><ul><ul><li>Verification calls </li></ul></ul><ul><ul><li>Collections </li></ul></ul><ul><ul><li>Lead generation and sales support </li></ul></ul><ul><ul><li>Assessment of demand </li></ul></ul><ul><ul><li>Collection of useful information and arranging appointments for the sales force </li></ul></ul><ul><ul><li>Market research </li></ul></ul><ul><ul><li>Customer satisfaction surveys </li></ul></ul>
  7. 7. Non Voice services <ul><li>Web services </li></ul><ul><ul><li>Chat </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><ul><li>SMS chat support </li></ul></ul><ul><li>Programming services </li></ul><ul><ul><li>Web based programming </li></ul></ul><ul><ul><li>PHP programming </li></ul></ul><ul><ul><li>Custom applications </li></ul></ul>
  8. 8. Web Based Solution.. <ul><li>Data entry </li></ul><ul><li>Mystery shopping </li></ul><ul><li>Web chat & Email response </li></ul><ul><li>Qualitative analysis </li></ul><ul><li>Research services </li></ul>
  9. 9. India Facility <ul><li>Located in suburb of New Delhi, India </li></ul><ul><li>Managed by experienced professionals </li></ul><ul><li>Current capacity expandable to 1,000 seats </li></ul><ul><li>Access to world’s largest pool of college educated workers </li></ul>
  10. 10. India Facility
  11. 11. Technology <ul><ul><li>End-to-end CISCO based IP network </li></ul></ul><ul><ul><li>Cisco Platform: </li></ul></ul><ul><ul><li>Cisco call Manager as PBX </li></ul></ul><ul><ul><li>Cisco Unity Voice Mail </li></ul></ul><ul><ul><li> Cisco IVR </li></ul></ul><ul><ul><li> Cisco Predictive, Preview , Outbound ,24/7 Dialer </li></ul></ul><ul><ul><li>Ability to call and receive calls from over 30 Countries </li></ul></ul><ul><ul><li>PCs: Compaq </li></ul></ul><ul><ul><li>Phones: CISCO IP 7940 series </li></ul></ul><ul><ul><li>Headsets: Plantronics </li></ul></ul>
  12. 12. Call Flow Link
  13. 13. Reporting <ul><li>Complete CISCO reporting </li></ul><ul><ul><li>Talk time </li></ul></ul><ul><ul><li>Average time to answer </li></ul></ul><ul><ul><li>Hold times </li></ul></ul><ul><ul><li>Wait time </li></ul></ul><ul><ul><li>Answer times </li></ul></ul><ul><ul><li>Wrap times </li></ul></ul><ul><li>Meeting all set standards / SLA’s </li></ul>
  14. 14. Implement <ul><li>Project specs passed on to VCare Client Manager </li></ul><ul><li>Train the Trainer </li></ul><ul><li>VCare-Client conference call with Team Leader/Supervisor and Agents </li></ul><ul><li>Call calibration with Quality and Operations Department </li></ul><ul><li>Production </li></ul><ul><li>Periodic reviews </li></ul>
  15. 15. Quality-Differentiators <ul><li>Quality evaluation of agents </li></ul><ul><ul><li>One call per agent per day </li></ul></ul><ul><ul><li>Live monitoring </li></ul></ul><ul><ul><li>100% call recording </li></ul></ul><ul><li>Team leader to agent ratio 1:9 </li></ul><ul><li>Daily agent feedback. </li></ul><ul><li>Process transition manager. </li></ul><ul><li>Specified account manager </li></ul><ul><li>Defined escalation procedures </li></ul>
  16. 16. Offices <ul><li>USA </li></ul><ul><li>701 Fifth Avenue </li></ul><ul><li>Suite 4200 </li></ul><ul><li>Seattle, WA 98104 </li></ul><ul><li>206.441.7760 </li></ul>INDIA Vcare Call Centers India (P) Ltd E-25, Sector-63 NOIDA 201301 India +91(0)120 -4036501 Email: [email_address] Website: www.vcarecallcenter.com

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