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Introduction to Service007 services
- 1. WhoWe Are 1 Thirumalai Chemicals Ltd Lapiz & Customer Broadcast Ultramarine & Pigments Ltd Thirumalai Charity Trust Vedavalli Vidyalaya The Thirumalai Group (2000 Cr Turn over) (150 Cr Turn over)
- 2. Customer Broadcast 2 Customer Broadcast is a fully integrated Inbound Call Center and CRM company established in 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.. Inbound Customer Care Loyalty Management Field Mobility CRM Analytics Customer Satisfaction Survey
- 3. Why Customer Broadcast? 3 Access Multi Channel Access to Customers Reliable and Cost Effective 24X7X365 Availability 01 Routing Timely and Accurate Routing of Customer Issues Accountability of Action Timely Escalations02 Business Intelligence Real Time Reports Data Driven Analytics Centralized Control on Operations 03
- 4. CB’s USP CB Call Centre Specialists Excellent Client Base Pioneers in cloud computing Cost effective technology Scalability Experienced Management Financial Stability
- 5. Operations 5 ALL INDIA SUPPORT OPERATIONS FACILITIES TEAM STRENGTH 9 languages 24 * 7 Chennai , Trichy & Ranipet 1200+
- 6. Full dedicated, 24 x 7 available on holidays, weekends Operations – An insight 6 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 process to monitor Drop%, AHT, AQT Online call barging / whispering to monitor quality of incoming / outgoing call 24 x 7 x 365 SUPPORT UPDATED TECHNOLOGY AUTHENTIC DATA SLA MONITORING QUALITY CHECK
- 7. Operations Recruitment of required agents Soft skill training to agents Process training to agents Mock Sessions Training on CRM usage and escalation matrix
- 8. Reports 8 Daily call volume hour wise Park information Agents attendance / login / audit Call response Internal productivity / disposition wise Customer satisfaction analytics Disposition analytics
- 9. Productivity measurements 9 AHT, AWT Calls , Login hours, Break time, Wrap-up time Customer complaints Challenges / cross learning Calls received,Calls answered, Calls abandoned
- 10. BCP 10
- 11. Timely MIS Reports QuickerTAT Timely follow up Higher customer Timely escalation 11 CB Advantage
- 12. Welcome Polite Introduction Identification Call classification Based on the process Transfer & hold (Inbound) Reason Request permission etc. Call closure Based on the process Soft skills Pleasant tone Appropriate speaking volume Rate of speech Clarity with precision Courteous words etc. CLIENT CERTIFICATION Before an agent is put on call, he / she has to go through a client specific call certification process, where our quality team along with the client conduct series of test and mock call sessions. Quality Criteria
- 13. Diverse businesses are handled Experience inAMC, Renewal, AR Mobility CRM with auto escalations ShorterTransition Period Handling 50000+ Inbound Service Calls Every Day Exclusive Software Team to Develop CRM Our CRM could be integrated with SAP, Oracle, SFA World class Data Security Systems Handling 5000+ Outbound calls a day Inbound Process Expertise of 14 + years Differentiators
- 14. • Dedicated virus box to ensure safety from virus and spyware • Proxy servers to ensure all internet and LAN activity is monitored and restriction rules are applied • NoAgent desktop has external drive access • All client related data is handled by dedicated MIS teams • All employees are signatories to strict Non Disclosure agreements • All employees go through a verification and reference check • All systems and Software are password protected Data Protection
- 15. Some of our Clients
- 16. ThankYou Joseph Kurian Asst Manager – Sales & Marketing marketing@service007.com +91 44 4290 1300 * 341