1. GLOBAL MATRIX PRIVATE
LIMTED

2. CONTENTS
 VISION
 INTRODUCTION
 REGISTRATION & CERTIFICATIONS
 OVERVIEW
 INFRASTRUCTURE
 NETWORK,SECURITY
 QUALITY
 TRAINING
 HUMAN RESOURCE
 BUSINESS VERTICALS
 IP/TDM IT SOLUTION
 DIALER
 NETWORK DIAGRAM
 SYSTEM ARCHITECTURE
 REMOTE ACCESS
 GMPL WORK CULTURE
 ORGANIZATIONAL HIERARCHY
 I. T. SKILL SET
 CORPORATE INFORMATION
 PICTURE GALARY

4. We commit to innovate on behalf of our clients backed
by methods, tools, and metrics that enable us to
deliver reliable and high-quality solutions on time and
is cost effective.
We believe outsourcing isn’t about what we can extract
from a business. It’s about what you can add.

5. OUR MOTTO
“Expertise – Quality – Precise
timing”
always leads to A STEP
AHEAD…

6. OUR ORGANIZATION
 IT Outsourcing service provider, based at Lucknow
INDIA.
 24 X 7 working environment, ensuring high
employee motivation and satisfaction to serve at
par to our Global esteemed clients.
 Our Organization broadly caters to complete BPO
Solutions, Trainings Placement and Consultancy
Wing and Digitization, all these verticals are in
varied segments including US, UK, Canadian
Processes, Corporate Trainings, Placements etc.

7. OUR SERVICES
 Complete BPO Solutions
 Inbound Services
 Trainings
 Placement and Consultancy Wing
 Digitization

8. CERTIFICATIONS AND
REGISTRATIONS
 1. OSP(Dot License )
 2. ROC (Registration of Company)
 3. Service Tax Registration
 4. Labor License

9. Recognizing this opportunity, Global Matrix Private Limited, incorporated
in 2012 , has set up its office at Lucknow, with a long term vision to be a
global performance center. We aim at an exceptional quality in our
service delivery while maintaining a people friendly culture. Our client’s
vision becomes ours, as we transform it into reality.
Process expertise, stringent quality checks and strong HR and training
policies, set us apart. To keep pace with today’s ever-changing
economic environment, most organizations are focusing solely on their
core competencies. The easiest way of doing this is by partnering with a
service provider who under , Global Matrix Private Limited, as one of
India’s fastest emerging outsourcing corporate, does so by offering
quality, Cost effective BPO/CRM services to several Multinational clients
all across the globe. As an offshore BPO service center, We shall very
soon function as a customer interaction center (Inbound and Outbound
calls), and take up Transaction Processing, Data Processing and Data
Conversion.
OVERVIEW

10. INFRASTRUCTURE
Systems and servers
 More thanserver 100 computers with high speed Pentium 4 processors
 One FTP (Internal as well external)
 In-house technical support
Man Power
 Highly skilled & experienced personnel capable of ramping up to 500 seats.
 Can handle end to end client responsibilities.
 Can handle customer care resolution.
Power supply
 24 hours backup power supply with online UPS backup power system, minimum power
 backup up to 10 KVA.
Security Aspects
 Real time Computer Desktop recording system.
Communication
 Dedicated Leased line for high speed Internet access.
 Cable connection as backup for Internet.
 We promise to deliver 100% customer satisfaction.

11. Physical Security
Global Matrix Private Limited provides round the clock security to
the premises at Lucknow with restricted access to the building.
The Operational area is totally separated from non-operational
area with additional access control systems.
Network, Security
and
Disaster Recovery
Since client’s data is of paramount importance, the entire
Network is protected with Passwords, with access to Internet
restricted through firewalls and proxy servers. Disaster recovery
plans have been designed as per the standards.

12. QUALITY
POLICY
“Global Matrix strives to be the organization of choice in the
BPO Industry by consistently exceeding client expectations,
chasing high level of accuracy standards to deliver more
than set standards while ensuring High Employee
motivation.”

13. Training
Training is the critical enabler in an
organization’s pursuit of quality. Global
Matrix Private Limited, is driven by strong
HR policies provides online and
classroom based training to staff on
client specific processes.

14. HUMAN RESOURCE
Global Matrix HR Model functions by accepting the HR as a strategic
partner in the formulation of the company’s strategies as well
as in the implementation of those strategies through HR
activities such as recruiting, selecting, training and rewarding
personals. Our module focuses on identifying and analyzing
external opportunities and threats that may be crucial to the
company’s success. The model is in a unique position to supply
competitive intelligence that will be useful in our strategic
planning process.
Global Matrix Private Limited aims to translate strategies
into HR practices to attain:
i) adoption to change
ii) employee commitment
iii) better meeting of the customer demands and
iv) achieving financial performance

15. OUR HR POLICY STRIVES IN :
 Selecting the best talent and putting it in
the right place.
 Setting and aligning individual work goals
with company objectives.
 Building trust and instilling loyalty.
 Coaching for results.

16.  Customer Support
 Account status
 Order processing/status
 Product Inquiry
 Registration
 Troubleshooting, error resolution and technical support
 Answering Service Customer Service
 Rate plan description, sales and general product
information
 Inquiry Handling
 Technical Support
 Toll Free Services
 Website Response
 Order Processing
 Appointment Scheduling
 Product/Service Promotion
 Market Research
 Sales & Marketing
 Verification services
 E-mail follow-up
 Data management
 Voice Broadcasting
 Welcome Calls and Upgrade
Programs
 Lead Generation Programs
 Cross/Up-Sell
 Customer/Quality Surveys
Inbound Services Outbound Services
DIGITIZATION
I. jpg To XML Conversion
II. Form Filling (Idea Cellular Limited)
III. Typing Work (e-book)
Categorically to define our services

17. IP/TDM IT SOLUTION DESCRIPTION
AVAYA contact center solutions run on traditional or converged
infrastructure with superior routing, reporting, scalability and reliability.
AVAYA deliver the need to win in today’s challenging customer
economy.
• Industry leading agent and call selection criteria. The decision based
on these criteria governs the assignment of work. AVAYA uses
predictive technologies to make superior, business impacting
decisions. Business Advocate minimizes the effect of random call
arrival and random agent availability. It matches the rate between
customer segment and agent segments, reduce abandon rates, lower
average speed of answer, higher agent’s occupancy rates, and lower
maximum delays.
• Highly secure applications processing. IP phone conversations
completely encrypted to prevent eavesdropping.
• Network agnostic architecture supports a range of configuration from
100%IP, 100% TDM, to any mix in between.

18. • Network Design from D-Link switches with terabit performance to
network users and to securely handle the end to end transport of all
type of application data.
Capabilities
Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD) is communication server software with
the hardware that process high-volume incoming, outgoing, and
internal calls and distributes them to group of extensions called hunt
groups or splits called as skills.
Calls to specific agent are automatically distributed among the agent
that posses the desired skill. Calls queue to the skill until an agent is
available. ACD allows a system administrator to create an efficient call
management environment. This administrator can add or remove skills
from the system, add or remove announcement, add or remove
agents, add trunk groups and route calls to the appropriate skills.

23. SERVICE OFFERING FOR TELECOM
INDUSTRY
 Sales Support
 Telemarketing
 Product Promotion
 Lead Generation / Customer
Qualification

24. Organizational Hierarchy
Directors
HR/Finance Head
CCM
TOM
Team Lead
CSA

25. IT Skill Set
 Dedicated leased line with backup facility
 0.01% downtime.
 Predictive dialer
 Proxy server
 M-VOIP link
 PRI- Line
 EPBX-Line
 DID Number
 Two Independent toll free number
 Latest Linux and Windows Operating system
 Highly configured routers, switches and servers
 Data Security
 FTP Server

26. CORPORATE
INFORMATION
Date of incorporation : 18/09/2012
Registered Office:
1st Floor, Barrow Shopping Center,
Near Alambagh Bus Stand,
Alambagh, Lucknow - 226 005
Phone : +91-522-4024952
+91-9559756333
+91-9161733333
Mail : info@globalmatrixbpo.com
Visit us at : www.globalmatrixbpo.com

27. PICTURE GALARY