Service007 is a flagship product of Customer Broadcast. Started in the Year 2000, Customer Broadcast has served many prestigious clients - deploying some of the best made-to-order and out-of-the-box Software and also manages end-to-end Customer Service activities through our State-of-the-art call centers in Chennai, Trichy and Ranipet.

1. Who We 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
M
a
n
a
g
e
m
e
n
t
Field
M
o
b
i
l
i
t
y
CRM
Analytics
Customer
S
a
t
i
s
f
a
c
t
i
o
n

3. Why Customer Broadcast?
3
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
Int
elli
ge
nc
e
 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 technologyScalability
Experienced Management
Financial Stability

5. Operations
5
ALL INDIA SUPPORT
OPERATIONS
FACILITIES TEAM STRENGTH
9 languages 24 * 7
Chennai ,
T
r
i
c
h
y
&
Ranipet
1200+

6. Full
dedic
ated,
24 x
7
availa
ble on
holida
ys,
week
ends
Operations – An insight
6
Equipped with
latest
hard
ware
/
softw
are.
Skill based routing.
Day
&
time
base
d call
routi
ng,
any
call
any
wher
e
Automated software
based
report
gener
ation,
no
huma
n
interv
ention
,
softw
are
enabl
ed
time
stamp
ing for
all
calls
Realtime dashboard
for all
proce
ss to
monit
or
Drop
%,
AHT,
AQT
Online call barging /
whisp
ering
to
monit
or
qualit
y of
incom
ing /
outgoi
ng
call
24 x 7 x 365
SU
PP
OR
T
UPDATED
TEC
HNO
LOG
Y
AUTHENTIC
DATA
SLA
MONITORING
QUALITY
CHECK

7. Operations
Recruitment of
requi
red
agent
s
Soft
skill
train
ing
to
agen
ts
Process
trainin
g to
agents
Mock
Sessio
ns
Trainin
g on
CRM
usage
and
escalat
ion
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
6 hours UPS
backup
for all
systems
24
hour
Generator
backup
High
Speed
Intern
et
connection
s have
multiple
backups
provided
All servers haveback upservers All telephony
equipm
ent has
parallel
systems
for
backup

11. Timely MIS Reports
Quicker TAT
Timely follow up
Higher customer
Timely escalation
11
CB Advantage

12. Welcom
e
Polite
Introduction
Identification
Call
classific
ation
Based on the process
Transfer & hold
(Inboun
d)
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 in AMC,
Renewal,
AR
Mobility CRM with auto
escalations
Shorter Transition
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
• No Agent 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