Agc Bpo Company Profile

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AGC BPO PROFILE

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Agc Bpo Company Profile

  1. 1. The Agarwal Group, a professionally managed ISO 9001:2000, 18001:1999, 14001:2004 certified company with more than three decades of experience in various fields and the fundamental business strategy to build long-term client relationships, now presents a brand new venture, AGC INFOTECH. AGC Infotech Private Limited (AGC BPO) was started in response to ever increasing need of High quality low cost Business Process Outsourcing services at Ahmedabad, Gujarat. Having seen the need to provide UK, USA and Australia based companies with Call Centre, Service Management and Back Office Solutions, AGC BPO was formed. The state of the art infrastructure selected is both scalable and flexible providing for small to corporate sized enterprises. It has a distinct location advantage; being midway between the national capital, Delhi and the financial capital, Mumbai. We bring to the world a whole new class of services and a unique approach to customer satisfaction. We serve to the world and an extensive portfolio of services in the most professional manner and also adhering to the industry standards. We share our knowledge of offshore development, our deep project management experiences, processes and methodology and wide network of personnel sources to ensure an outsourcing strategy that works for our clients. With strong plans of investing in people and technology, our strategy revolves around an inexorable commitment to provide superior services using world-class technology. The aim is to build a culture, based on our values of integrity and trust; supported by action with results. AGC BPO provides Inbound and Outbound Voice based services, Web based and E-mail based services, Back-Office services and services related to Data Processing and Data Analytics. Based on our rich domain understanding and vast experience, AGC Infotech Pvt. Ltd. will provide solutions for Banking Airports Travel Yellow Pages Tele-Communication Services Retail Insurance Research Health care And their functionalities Business Development Customer Care Human Resource Finance To corporations of any size across the globe.
  2. 2. Services AGC BPO is a commercial centre, with back-up facilities. It is a fully servicing outsourced Contact Centre company, committed to providing superior value to our clients. Besides the cost advantage, our services ensure quick and accurate responses to our clients' customers. Through inventive tools, we deliver long-term sustainable benefits to our clients. Solutions come in different services, in order to meet the diverse needs of individual Clients. AGC BPO has a complete solution to providing a different service all together. Our existing and prospective clients can make significant savings by using our extensive range of call centre, back office and facility management solutions. Our contact centre offer businesses a full range of management services to drive sales growth, customer services and back office operations. In addition, we can provide a full IP network to enhance and expand company communications. Outbound Services Telecom - Telemarketing lead management - Product Promotion - Lead Generation / Qualification of - Research Surveys and Polling telemarketing lead lists - Customer Satisfaction - Decision Maker Contacts - Telephone and Web Based - Appointment Scheduling Business Development - Debt Collection Services - Up Sell/Cross Sell Campaigns - Database Selling - Direct Mail Follow-up - Market Intelligence Services - Seminar Population Banking / FSS (Retail Banking, Mortgage, Credit Cards, travels & tourism) - Lead generation - Customer service management - Cold calling for international banks, software - Script development firms, telecom service providers, - Plan management credit card companies etc. - Up selling - Airline ticketing and reservations - Plan migration - Database cleansing and updating - Payment follow ups - Third party verification - Debts follow ups - Record verification - Tele banking - Fraud detection /prevention Calls - Direct response television - Welcome / thank-you calls - Continuity sales calls
  3. 3. Inbound Services Finance & Accounts - Accounts Payable - Fixed Assets -T&E - General Accounting - Order Processing - Subsidiary Accounting - Billing - Joint Venture Accounting - Accounts Receivable - Reporting - Collections - Reconciliations - Cash & Banking - FP & A CRM - Customer Care - Sales Support – Consultative - Dispute Resolution Selling, Up Selling / Cross Selling - Order Management - Ticketing - E-Commerce - Reservation - Warranty Services - Loyalty Program - Customer Analytic - Frequent Flyer Program - Billing & Payments - Customer Feedback Program - Order Processing Multi lingual Support –F rench & - Refunds German Tech Support - Level 1,2,3, Support - Product Installation Questions - Helpdesk Support - Product Activation - 3rd Part Software Troubleshooting - Support for Multiple Platforms - Remote Desktop Troubleshooting - Service Dispatch - Warranty configuration & Sales - Cross Sell / Up Sell - Consumer Tech Support Telecom (Wireless, ISP) - Order Fulfillment - Customer Data Verification - Plan Swaps - Offline Handset Programming - Account Modifications - Phone Activation - Warranty Exchanges - Churn Management - Correspondence Management - Fault Management
  4. 4. Inbound Services Insurance (Health) - Claims Registration - New Policy Setup - Claim Adjudication - Policy Owner Service - Claims Data Entry - Funds Management - Claims Data Validation Administration - HAS, FSA, HRA - Claims Data Correction - Dispute Resolution - Coordination of Benefits - Claim Settlement Collections - Card Collections – Inbound & Outbound: Collections of Overdue / Delinquent amounts from Credit Card Customers. - Bank Collections – Responsible for the collection of overdue amounts from loans / overdrafts. Banking / FSS (Retail Banking, Mortgage, Credit Cards) - Account Opening / Maintenance - Processing of Accounts Generated - Back-office Process for Post Close by Telesales Audits - Data Processing - Verification of Details / Update to - Account Activation Credit Bureaus - Credit Disputes Data Management Services AGC BPO is equipped to Stimulate E- Governance movement through 24/7 data management services. Faster delivery model and developing precise data architectures and tested practices of AGC BPO help organizations to achieve desired Data Management objective. We can provide following services under domain of Data Management. Data Modeling Data modeling helps to first create a structure for the data that an organization collect and use and then organizing this data in a way that is easily accessible and efficient to store and pull the data for reports and analysis. Data Warehousing The facility of Data Warehousing helps storing data effectively so that it can be accessed and used efficiently when needed. Database Administration AGC BPO as a Database administrator is usually help organization to do the following tasks that include recoverability, integrity, security, availability, performance and development & testing support. Data Mining The most critical service for organization is Data mining in which large amounts of data are sifted through to show trends, relationships and patterns. AGC BPO also has expertise to develop ERP SOFTWARE for government and semi government organizations which help them to integrate their records for performing government administration activities efficiently.
  5. 5. Technology We focus on using technology in a way that translates into real business benefits for our clients. Advanced technology gives our client complete confidence that their customers will receive a reliable, quality service with state of the art functionality and efficiency. AGC BPO developed an information technology infrastructure in order to make a scalability platform and offer highly diverse and reliable connectivity solutions to its clients. Our network ensures 100% reliability with dedicated fiber optic bandwidth providing total quality transmission, redundant transmission capacity and 100% generator backup for continuing essential services. Our contact centre is fully equipped with Dual Core Lenovo workstations and dual processing servers. Our network is one of the latest advancements in the IT industry using the new enhance CAT6 caballing for lighting speeds of data transfer. Our telecommunication infrastructure consists of Altitude solutions with fiber optic International Private Lease Circuit(IPLC) connected to mux at both ends which transfers voice and data information at 4mb/second; allowing for clean consistent voice transmission with no delay. Technology highlights at AGC BPO: An industry renowned Predictive Dialer Altitude Solution which aids the outbound campaign excel and achieve maximum productivity 2 Dedicated earth stations of 120 Mbps and 40 Mbps. International Leased Data and voice connectivity by VSNL, BSNL and Reliance Domestic Leased Data and voice connectivity Enhanced CAT6 cabling for voice and data transfer over internet and LAN State – –the – of Art telecommunication by a fiber optic network. SDN services with voice, data, video conferencing, email and fax transmissions. Independent dedicated ISDN capable digital telephone exchanges. Dedicated fiber optic cables for internet service and telephone exchanges for near 100% uptime. 100% generator back up for continuing essential services. The entire telecommunication and computer system is connected through uninterrupted power supply (UPS) Round the clock support 24 hours a day, 7 days a week, 365 days a year We have a state of art logger to monitor all the calls incoming outgoing to monitor the performance and train the agents to catch perfection
  6. 6. Infrastructure AGC Infotech Pvt. Ltd. (AGC BPO) Services infrastructure combines state-of-the art facilities with security to ensure that your customer's data is secured along with your business. AGC Infotech Pvt. Ltd. (AGC BPO). Services has invested heavily to ensure an excellent, world-class BPO facility, which caters to the needs of our esteemed clientele. Our state of the art infrastructure supported by the latest in technology. Our migration process is thoroughly thought out and planned to the smallest detail. We strongly believe in holding your hand through the migration of your functions step by step offering guidance, expertise and support accurately and efficiently. AGC BPO is unique in its approach because it understands the culture and ethics of its offshore centre. Quality AGC BPO's Quality Assurance Team ensures that every agent delivers quality service at every customer contact. Our Customer Service Agents are considerate problem solvers. We only employ highly skilled agents in India who provide superior customer care. We train our agents to efficiently track customer service requests and immediately route customer queries based on their training and expertise. Our devotion to training produces superior customer service. Agents receive 4 weeks of in-depth training on core skills, including communication, customer service and sales. AGC BPO provides extensive training on client programmes and on-going training and quality improvement. We have an in-house quality monitoring process that utilizes formal instruments of measurement. This process establishes exceptional quality levels and tracks an agent's performance based on the following criteria: Competence levels Communication with customers Worldwide call control skills Product or service knowledge Overall professional conduct and performance
  7. 7. A-11, Ajay Center, Vijay Cross Road. Ahmedabad - 380009. Ph-079-40044661 email: info@agcinfotech.co.in www.agcinfotech.co.in

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