Our customer support representatives ensure the channel of communication through technical experts are accessible 24/7 to troubleshoot operational issues and keep your service running easily. We do not just solve your problems but we build relationships that assist your business in growing and succeeding.

2. Customer Broadcast
2
Contact Centre CRM
Analytics Mobility
CB is part of a technology-driven industrial group with a global presence
and a half-century old history of financial stability and excellence. CB
works on a customer-centric business model. Supported by a strong team
and state-of-the-art infrastructure, CB has the capability to rapidly scale-
up resources on demand. We target our collective strengths to ensure that
our customer’s get the most effective solution that they deserve and pay
for.
Tracking & Monitoring Cloud Services

3. Our Services
3
Customer
Satisfaction
Survey
CRMInbound
Customer Service
Feedback Loyalty
Management
Customer Broadcast is a fully integrated Inbound Call Center and Software Development company established in
the Year 2000. With full focus on Inbound Call Center processes and Service 007 CRM, Customer Broadcast has
established unique capabilities and developed IPs which serves millions of customer in effective, qualitative and
cost effective manner.
Outbound
Customer Service

4. The quality and level of
support your customers receive
from you before, during or after a
transaction can make or
break your business..

5. Why Us
5
Access
Multi Channel Access to Customers
Reliable and Cost Effective
24X7X365 Availability01
Routing
Timely and Accurate Routing of
Customer Issues
Accountability of Action
Timely Escalations
02
Business
Intelligence
 Real Time Reports
 Data Driven Analytics
 Centralized Control on
Operations
03

6. Operations
6
9languages
Chennai , Trichy
&
Ranipet
1200+
24 * 7
OUR
OFFICES
OPERATIONS
PAN INDIA SUPPORT
TEAM STRENGTH

7. 7
A Better Customer Support
System HasThese FOURThings in
Place
Customer
Support
Gurus
Supportive
TechnologyWell-Crafted
Scripts
Reliable
Processes
That’s were CB stands

8. Full dedicated,
24 x 7 available on
holidays, weekends
Operations – An insight
8
Equipped with latest
hardware / software.
Skill based routing.
Day & time based call
routing, any call any
where
Automated software
based report
generation, no human
intervention, software
enabled time stamping
for all calls
Realtime dashboard
for all processes to
monitor Drop%, AHT,
AQT
Online call barging /
whispering to monitor
quality of incoming /
outgoing call
24 x 7 x 365
SUPPORT
SoTA
TECHNOLOGY
DATA
SECURITY
SLA
ADHERENCE
TRAINING
&
QA

9. Operations – An insight
9
Certification Quality Process Recorded call
evaluation
C SAT (Level 90% and above)
01 02 03 04
• Standard Operating Procedure
• System usage capability
• Effective Customer Handling
• Product & Process knowledge
• Approx 5% of Live barging
• Two-Layer PIP
• Data Certification
• Minimum 10% or 45
calls per agent per month
• 5% to 45% depending on client

10. Operations – An insight
10
01 03 05
04
Computer
Telephony
Integration (CTI)
Interactive Voice Response
(IVR) System
Automatic Call
Distributor (ACD)
Predictive Dialer
Voice Logger CRM Integration
Comprehensive
Reports

11. Outbound Customer Service
11
Appointment Fixing
Customer Feedback
Gathering
CSAT Survey
Customer Retention
Customer Loyalty
Accounts Receivable
01
03
0402
05
06
Handling 5000+ Outbound calls a day

12. Inbound Customer Service
12
Loyalty Management
General Inquiries
Service Registration
Order Booking
Compliant Registration
Dealer Inquiries
01
03
0402
05
06
Inbound Process Expertise of 14 + years - Handling 50000+ Inbound Service Calls Every Day

13. Happy customers are the
Lifeline of any business.
Is your call center Ready?

14. Major Systems
14
Dialer
ACD
LAN Service 007 Connectivity
PRI Cards
Server Hardware
ACD SW / HW
OS
Servers
Data Center
Data Center Connectivity
Desktops
LAN Servers
Switches
LAN Cables
Lease Lines (Internet)
PRI Lines

15. CB Plot
Probability
Impact
PRI Card Failure
HD Full
ACD Server HW Failure
Desktop Failure
LAN Server Failure
Virus Attack
LAN Wiring related Failure
007 Server Failure
007 Server high
CPU usage
007 OS Failure
DLL / Stored
procedure /
Logical Failure /
BUG
Data Center Offline
PRI Lines Failure
Internet failure
Toll free Issue
Provider
Interconnectivity
Failure
Hacking Attack
High
High
Low
Low

16. DATA CENTER
Features:
Fire Protection Security Raised Floor
16
 Installed Fire Extinguisher System
(Non-water based)
 Smoke detectors placed both above
and below
 Access Controlled Doors
 Proximity card
 No keyed locks or numbered
keypads
 Provision for Electric power and
cooled air below

17. Network
17
Internet
Connectivity
Dual ISP Link for Data &
Voice
Intranet
Connectivity Security
Installed CISCO 2921
router in top layer
Installed Layer3/2 switches
with 10/100/1000
HP 5500 EI 24P / HP 2510 G
24/48P
Configured functional
based VLAN’s
Installed Layer3/2 switches
with 10/100/1000
HP 5500 EI 24P / HP 2510 G
24/48P
Configured functional based
VLAN’s
Installed Fortigate 200B
H/W firewall.

18. Business Continuity Plan
18
Implemented
Disaster
Recovery
Plan
ISMS 27001
Backup for all production data’s / Critical Servers.
Redundant Servers / Hardware's.
Well equipped Secondary Site.
Periodical DRP Drills.
Trained ERT Members
Preliminary Audits conducted for ISMS.
Developed ISMS policies & Procedures.
Scheduled Vulnerability Assessments conducted for Servers/Desktops/Network Equipments by using
NESSUS

19. Support & Services
19
Strong SLA
01
24/7 support for
critical servers & other
equipments
02
Well trained / certified in-house
Engineers
05
Good co-ordination with local
support vendors, External parties
and Building Maintenance Team
04
Support contract
with OEM
03

20. THANKYOU
ARUN VENKATRAMAN | +91 78710 03137 | +91 44 4290 1300 | ARUN.V@SERVICE007.COM