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Integra Customer Support


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Integra Global Solution Profile

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Integra Customer Support

  1. 1. Your Trusted Outsourcing Partner
  2. 2. <ul><li>Company background information </li></ul><ul><li>Integra Global Solutions is headquartered in Pittsburgh, with branch office in UK and operations in Coimbatore, India. </li></ul><ul><li>We are supported by a larger industrial company, Suguna pumps and motors. This large manufacturing company established in 1958 has over 2,000 employees with several motor and pump manufacturing facilities, foundries, textile mill and 3 educational institutions. </li></ul><ul><li>Your advantages </li></ul><ul><li>We have a proven track record of successfully working with companies likes yourselves </li></ul><ul><li>We are a financially secure and stable company </li></ul><ul><li>We are in this business with a very long term commitment, and backed by experienced management </li></ul><ul><li>What this means to you: Small company speed and flexibility with large corporate stability, to be a solid partner for you, the next several years. </li></ul>Our Profile
  3. 3. Management and Account Managers Each of the senior management has more than 10 years experience in the industry. Some of the senior management are educated and trained in US and UK. Senior management has very strong experience in providing consistent value to all our clients. You will be assigned a senior manager who will be the point of contact for establishing/changing processes, maintaining existing processes. Account manager is available by instant message, Skype or by phone. Escalation can also be made to any of the senior management in India, USA and UK who are available by IM or phone. What this means to you: Western methodology and management techniques in combination with hard work and dedicated culture of our staff, to provide you sustained value on all your projects. Our Profile
  4. 4. Why we would be the right partner for you <ul><li>We would be a good partner for your business because of the following reasons </li></ul><ul><ul><ul><li>A strong team about 120 staff </li></ul></ul></ul><ul><ul><ul><li>Personal and dedicated service with attention to every detail </li></ul></ul></ul><ul><ul><ul><li>Instant support by Skype / IM / Phone as and when needed </li></ul></ul></ul><ul><ul><ul><li>Expertise in handling multiple processes, software and methods </li></ul></ul></ul><ul><ul><ul><li>Reliable and stable company </li></ul></ul></ul><ul><ul><ul><li>Responsible and flexible staff </li></ul></ul></ul><ul><ul><ul><li>Experienced and well qualified management </li></ul></ul></ul><ul><ul><ul><li>Human resource advantages at our location in India, Coimbatore </li></ul></ul></ul><ul><ul><ul><li>Solid infrastructure and ample space to accommodate quick growth </li></ul></ul></ul>
  5. 5. <ul><li>Infrastructure security </li></ul><ul><ul><li>We have three production offices in different locations at Coimbatore, India. This arrangement would help in case of any disaster. </li></ul></ul><ul><ul><li>All our infrastructure is made of concrete; the possibility of any fire disaster is not a problem. </li></ul></ul><ul><li>Power </li></ul><ul><ul><li>We assure a 24/7 non-stop operation with the help of UPS, Backup generator </li></ul></ul><ul><li>Staff Security </li></ul><ul><ul><li>All staffs are required to sign a Non – disclosure and strict confidentiality agreement </li></ul></ul><ul><ul><li>All staffs are trained on data protection act and privacy policy. </li></ul></ul><ul><ul><li>Back up staff trained on processes to cover for absenteeism With our team of 30 IT developers. </li></ul></ul><ul><li>What this means to you: Solid and safe infrastructure that will provide uninterrupted support to your business needs. </li></ul>Infrastructure and Confidentiality
  6. 6. <ul><li>Physical Security </li></ul><ul><ul><li>Data center with single entry situated away from Operations area </li></ul></ul><ul><ul><li>Electronic logging and tracking using Access system </li></ul></ul><ul><ul><li>Access cards with employee photographs. </li></ul></ul><ul><ul><li>Fire alarm system with fully functional fire extinguishers on all shop floors / data center & critical points </li></ul></ul><ul><li>Secured Servers </li></ul><ul><ul><li>Hardening of Operating System and addition of new security components or process implementation based on business need </li></ul></ul><ul><ul><li>Restricted access to server room / control room </li></ul></ul><ul><ul><li>Backup / Restore policy in place </li></ul></ul><ul><ul><li>Daily backup on tapes / DVD’s </li></ul></ul>Data Network & Security
  7. 7. <ul><li>Secured Desktop </li></ul><ul><ul><li>Floppy / CD drive disabled </li></ul></ul><ul><ul><li>Restricted internet access </li></ul></ul><ul><ul><li>No Shared Drives / Folders </li></ul></ul><ul><ul><li>Dedicated rack based on clients requirement </li></ul></ul><ul><li>Network Security </li></ul><ul><ul><li>Passwords and audits controlled on network equipment </li></ul></ul><ul><li>Virus Security </li></ul><ul><ul><li>Symantec </li></ul></ul><ul><ul><li>Trend </li></ul></ul><ul><li>Miscellaneous </li></ul><ul><ul><li>Skilled & experienced engineers manning the data center </li></ul></ul><ul><ul><li>Adherence to external & internal IT audit procedures </li></ul></ul>Data Network & Security
  8. 8. Technology <ul><li>Voice Switching </li></ul><ul><ul><li>Altitude IP Contact Centre Suite with SIP / TDM Support </li></ul></ul><ul><ul><li>C-Zentrix IP-PBX, Matrix EPABX, Audio Codes - Gateway </li></ul></ul><ul><li>Connectivity on fibre optics with all telecom service providers – Airtel, TATA, Reliance & MTNL for E1 / Leased Lines / MPLS. </li></ul><ul><li>Data Network </li></ul><ul><ul><li>Cisco Switches & Routers </li></ul></ul><ul><ul><li>AMP structured cabling </li></ul></ul><ul><ul><li>Leased / MPLS connectivity between offices </li></ul></ul><ul><li>ACD & Dialler </li></ul><ul><ul><li>Altitude uCI ACD with Rule based, Virtual & Intelligent Routing </li></ul></ul><ul><ul><li>Altitude uCI Dialler with Predictive, Power and Preview Dialling. </li></ul></ul><ul><ul><li>C-Zentrix ACD and Dialler </li></ul></ul><ul><li>IVR </li></ul><ul><ul><li>Altitude uCI & C-Zentrix </li></ul></ul><ul><ul><li>Systems have TPIN validation, DTMF detection </li></ul></ul><ul><ul><li>Capability to connect with 3 rd party system like NORTEL/ AVAYA </li></ul></ul><ul><li>Logger </li></ul><ul><ul><li>Altitude & C-Zentrix loggers </li></ul></ul><ul><ul><li>100 % call recordings </li></ul></ul><ul><li>Headsets – Zebronics & Intex </li></ul>
  9. 9. 100 85% 75% Candidate Gets Trained Candidate Joins Process 55% All Candidates walking - in Assessment and HR interview Candidate Gets Hired SOURCE RECRUITMENT PROCESS 50% FTE Hiring - The Funnel Effect Walk-in Consultants Referrals Print Ads Talent Search Campus
  10. 10. Training Schedule-Illustrative 1 Day Soft Skills <ul><li>Defining exceptional CS </li></ul><ul><li>Rapport building </li></ul><ul><li>Keyboard Training </li></ul><ul><li>Skill Enhancement Exercises – Typing etc. </li></ul><ul><li>Certification </li></ul>Assessments at every stage of training & MANDATORY Evaluations for ‘ Go No Go’ Process Training 3 – 4 weeks <ul><li>Systems training </li></ul><ul><li>CRM training </li></ul><ul><li>Simulation sessions </li></ul><ul><li>Process benchmark sessions </li></ul><ul><li>Certification </li></ul>2 weeks Nesting / OJT <ul><li>Quality Monitoring </li></ul><ul><li>Mentoring </li></ul><ul><li>Training Monitoring </li></ul><ul><li>Certification </li></ul>Iterative <ul><li>Analysis & Feedback </li></ul>Monitoring Induction 1 day <ul><li>RTBIL Overview </li></ul><ul><li>BPO Overview </li></ul><ul><li>Client Profile </li></ul><ul><li>Quality Norms </li></ul><ul><li>Business Communication </li></ul>
  11. 11. <ul><li>Industries that takes advantage of our quality + cost savings value proposition </li></ul><ul><ul><li>Real Estate </li></ul></ul><ul><ul><li>Internet Business ( E-commerce sites, eBay power sellers) </li></ul></ul><ul><ul><li>Human Resources </li></ul></ul><ul><ul><li>Recruitment </li></ul></ul><ul><ul><li>Legal </li></ul></ul><ul><ul><li>Tourism & Travel </li></ul></ul><ul><ul><li>Electronics & I.T </li></ul></ul><ul><ul><li>Logistics </li></ul></ul><ul><ul><li>Transportation </li></ul></ul><ul><ul><li>Event Management </li></ul></ul><ul><ul><li>Accounting </li></ul></ul><ul><li>Needs for every company is different and unique. We will tailor our services to </li></ul><ul><li>suit your exact need. </li></ul>Industries We Serve
  12. 12. <ul><ul><li>24/7 chat support for your website(s) </li></ul></ul><ul><ul><li>Email support correspondence </li></ul></ul><ul><ul><li>Mail support & correspondence </li></ul></ul><ul><ul><li>Sales support to potential clients </li></ul></ul><ul><ul><li>Technical support & guidance </li></ul></ul><ul><ul><li>Installation help & answer queries </li></ul></ul><ul><ul><li>Inbound call support </li></ul></ul><ul><ul><li>After business hours call support </li></ul></ul><ul><ul><li>Package tracking status support </li></ul></ul><ul><ul><li>Communication with warehouse </li></ul></ul><ul><ul><li>Custom SMS text updates   </li></ul></ul><ul><ul><li>Cross selling to existing customer base </li></ul></ul><ul><ul><li>Many more depending on your need  </li></ul></ul>Our Services
  13. 13. <ul><li>Customer Support Voice: </li></ul><ul><li>24/7 Phone and Email Tech support </li></ul><ul><li>Order Taking </li></ul><ul><li>Order Scheduling </li></ul><ul><li>Customer correspondence </li></ul><ul><li>Customer Support Non-Voice: </li></ul><ul><li>Coupon cactus E-mail support </li></ul><ul><li>Live chat support </li></ul><ul><li>Ticketing Support </li></ul>Our Experience
  14. 14. Our Price <ul><li>What is included in the price: </li></ul><ul><ul><li>Staff salary </li></ul></ul><ul><ul><li>Pension and other benefits </li></ul></ul><ul><ul><li>Training </li></ul></ul><ul><ul><li>Computers </li></ul></ul><ul><ul><li>Furniture </li></ul></ul><ul><ul><li>Office space & rent </li></ul></ul><ul><ul><li>Internet security </li></ul></ul><ul><ul><li>IT infrastructure </li></ul></ul><ul><ul><li>Maintenance </li></ul></ul><ul><ul><li>HR and administration </li></ul></ul><ul><li>We will assign the staff from day one so that they will get trained on your processes </li></ul><ul><li>effectively. We will document the checklists and processes for each task and get it </li></ul><ul><li>approved from you. </li></ul><ul><li>What this means to you: Minimum 50% reduction on your current costs. More productive </li></ul><ul><li>hours, flexible staffing to take care of your needs. </li></ul>
  15. 15. Most of our business is derived from small and medium sized business clients. We also have a few Fortune 500 companies such as Honda, Barclay’s Chemicals, Reader’s Digest and Trump University as clients. Our clients are located in UK, US, Ireland and Canada. We have about 40 clients whom we do projects on an ongoing basis and we have about 15 more with whom we work on a project basis as and when the need arises. In addition to these we have worked with several companies on a one time project basis (mostly in the volume data entry area). We are constantly adding new clients to our roster and our client company size could vary from a one person company to several hundred employee company. We have gained all these clients over the past three years. What this means to you: With our strong accounting focus and core competency we can support you fully on all your accounting tasks and other tasks that you did not previously consider outsourcing. Clients and References
  16. 16. Other services <ul><li>Web Development </li></ul><ul><ul><li>GUI Design, Dynamic Pages using ASP/PHP/JSP/XML, Customization of Microsoft Server Technologies like Share Point portal server, Microsoft Small Business Server, etc. </li></ul></ul><ul><li>Finance </li></ul><ul><ul><li>Financial research, equity research, financial ratio analysis, industry metrics comparison. </li></ul></ul><ul><li>Software Development </li></ul><ul><ul><li>Content Management Systems, CRM Solutions, Semi-ERP Packages and Accounting systems </li></ul></ul><ul><li>Data Entry and Internet Research </li></ul><ul><ul><li>Application forms, Coupons, school forms, and so on. Internet research involves cleaning up of customer lists, creating new marketing lists and other custom projects. </li></ul></ul><ul><li>Accounting & Bookkeeping </li></ul><ul><ul><li>Bookkeeping, AP, AR, Invoice processing, Budget & forecasting, General accounting, Management reports, Financial analysis & research </li></ul></ul><ul><li>What this means to you: A complimentary set of services that not only can help support your other business areas but increase your revenues as well. </li></ul>
  17. 17. <ul><li>People Excellence </li></ul><ul><li>Experienced leadership team </li></ul><ul><li>Stringent recruitment process </li></ul><ul><li>Robust training process ensures best people on the job </li></ul><ul><li>Focused employee engagement programs </li></ul><ul><li>Systems Excellence </li></ul><ul><li>Multiple level of redundancy </li></ul><ul><li>Network monitored and managed by strong and competent in-house technical team </li></ul><ul><li>Finest set of Technical resources </li></ul><ul><li>Process Excellence </li></ul><ul><li>Set expectations for future activity and manage through the following key controls: </li></ul><ul><ul><li>Quality Control </li></ul></ul><ul><ul><li>Performance Measurement </li></ul></ul><ul><ul><li>Service Level Agreement (SLA) Management </li></ul></ul><ul><ul><li>Performance Reporting </li></ul></ul><ul><ul><li>Customer Satisfaction Feedback Surveys </li></ul></ul>Assurance to Clients
  18. 18. Conclusion We believe that we will be a strong partner to you not only in terms of cutting costs but also in supporting you in other areas and to increase your revenues. Our strong customer support experience, financial stability, client satisfaction orientation and India Office location advantages will prove to be a combination that will make a win-win choice for you. We are looking forward to earning your business and forming a long term relationship with your organization.