1. 231/1847, Motilal Nagar 1
Road No 5
Near Vibgyor School
Goregaon (W)
Mumbai-400104
9820051603
91-22-28794777
Operations Customer Service Quality Training pompa@igniteservices.in
harshita@igniteservices.in

2. Do you have answers to all these key questions?
What should be the ideal service level?
How are we going to measure service levels?
1 Customer Service
How are we going to measure performance?
What needs to be done?
How does it need to be done?
2 Operations
Who is going to be doing it?
How will we measure customer experience at all customer touch points?
Are we adhering to set service level?
3 Quality
What is our customer experience rating?
How does one handle customer interactions ?
How do we maintain uniformity in customer experience across all touch-points?
4 Training
How do we motivate & make people service oriented?
What does the customer really want?
What are the needs that company is going to meet?
5 Voice of customer
How does the customer feel about our services

3. CEM-Framework

4. How Ignite Services can assist
Pre Start-up Start-up Post Start-up
Skill Mapping Define Service Levels Audit Customer Interactions
1 Customer Service Prepare Job Description Define Systems to Capture SL Consult to improve CSat Scores
Interview & Select people Define PMS Monitor SL and performance
Skill Mapping Process creation Process Audits
2 Operations Prepare Job Description SOP’s Process Re-engineering
Interview & Select people Design Systems for Service Create Knowledge Base
Benchmarking Activity Define QMS Conduct CSat surveys
3 Quality Define Escalation Matrix Regular Quality Evaluation
Mystery Audits
Product/ Process Training Product/Process Refreshers
4 Training System Training Problem Solving
Soft Skill Training Leadership Trainings
Telephonic Research Design System to Capture VOC Qualitative Customer Feedback
5 Voice of customer Personal Interviews
Customer Panel

5. About Ignite Services
We specialize in Customer Experience Management (CEM)
We can help businesses plan and create their entire Service Delivery System
supporting their Business Strategy – right from planning processes
(Operations), selecting right technologies to support the entire Service
Delivery System, Training people on processes and service delivery and
managing the quality compliance through audits & checks.
For existing set-ups we bring in experience to carry out service audits and do
a GAP Analysis.
So if you have a great business plan, let us assist you in setting up the
operations & customer service.
We have proven skills in ‘ Build-Operate’ ‘ Build Operate Transfer’ and
handling Outsourced assignments.

6. Why choose Ignite Services
Ignite Services is one of the very few firms in India to offer consulting in
complete CEM.
Our responsibility does not end with our recommendations. It begins from
there.
We partner with you to implement the recommendation.
We evaluate the execution of our recommendation and its impact.
We help you to reduce cost of servicing by increasing efficiency or
increasing revenue through repeat business by effectively managing
customer experience. Our cumulative experience in diversified verticals add
breadth and personal executions add depth to the knowledge that we bring
to the table.
We are one-stop-shop for CEM. We focus on end-to-end process of
delivering superior customer experience.
Nobody knows your business better than your Team and You. However we
bring in the outsider’s view to your business- strategic value adds that only
an external person can think of.
Customer Experience is the most critical aspect of YOUR business.

7. Ignite Services has the necessary start-up experiences to
support you
We are a set of professionals with more than 15 years of work experience, having
worked with the leading industry players like
Reliance Infocomm, BPL Mobile, NIIT
Vodafone, 3G,
People Interactive, ABN AMRO Bank,
BNP Paribas, Deutsche Bank,
Managing Quality, Training, Operations & Customer Service functions. We have the
experience of setting up the Customer Service Departments to implementing ISO, Six
Sigma etc. for team size of 1000 people.
Pompa Mehrotra (15 years of experience in Managing Customer Service & Operations Department)
MD & Founder- Principal Consultant (Operations & Customer Service & Quality Audits)
Harshita Chembath (14 years of experience in Corporate Account Management)
Head Business Development & Account Management.
Eerina Das (10 years experience in Customer Service)
Associate- Training & Quality Audit Partner: (Inbound Trainings)
Sulochana Amin (15 years of experience in Managing Quality & Training)
Specialist in Quality Management & Training (Six Sigma Black Belt)
Associate- Training Partner: (Outbound Trainings)
Mazhar Asif (15 years of experience in Software Marketing and Outbound Training)

8. Our Clients
• Funscapes: Edutainment Sector -Build-Operate Family Entertainment Centers all
over India.
• Natureknights: Started by Mazhar Asif & Team Natureknights is a specialty travel
portal specializing in adventure and nature trails. It promotes ecotourism &
preservation of nature.
• Astrolife.com: This is a portal providing astrology services.
• Lighthouse: An Event Management Company.
• Dattani Constructions: A Real Estate company building Residential complexes,
Corporate Parks & Malls.
• StudioHigh- A Brand Management Company
• Iproperty.com- An online Real Estate listing portal
• @Home- The Mega Home Store
• mycarhelpline.com- Car listing portal