Enser Communications provides customer interaction and outsourced consumer services. Its mission is to be the preferred partner for clients by offering cost-effective and scalable solutions. It treats each client as a business partnership and focuses on understanding objectives, customizing models, and delivering maximum return on investment. Enser's services include marketing tools, customer service, technology solutions, and data management. It aims to offer clients the best programs through overcoming challenges in technology, geography, or operating model.

1. Enser Communications Pvt Ltd

2. TIMELINE

3. Mission
The primary motivation for Enser is to become
the preferred partner for all its customers and
support them with the best possible solutions
with a cost effective and scalable business model.

4. PHILOSOPHY
Treat every client relationship as a
business partnership. Our approach
is focused towards…
Creating customized outsourced
consumer interaction models
Understanding our clients business
objectives
Implementing and managing these to
deliver maximum return on investment
Evolving the program mix over time in
sync with the changing strategic business
objectives
Work towards offering the best program
over-coming challenges in terms of
technology, geography or operating
model.

5. Strategy & Development
Marketing Tools
Customer Service / Support
Services
 Analysis of current customer interaction platform
 Strategic projects on integrating customer contact & experience
 Add-on technology solutions to simply customer interaction
 Tele-marketing & Online marketing
 IVRS solutions & Management Solutions
 Click-to-call solutions & Engagement / Loyalty programs
 Customer Service contact center
 Creating Self-help platforms –online & on the phone
 Email /chat support & Retention & Renewals

6. •Single view of the business
Database
management &
intelligence
Running automated program
upsell / cross sell programs
Managing efficiency and
regulatory risks like 'DNC'.
Daily Reporting

7. Our Approach
Customer
Lifecycle Phase
Customer Touch
Points
Media Used
Prospect
Customer New Customer
Existing
Customer
Selling &
Acquisition
Activation &
Welcome
Maintenance &
Conservation
Online, Tele-marketing, contact
center, mobile technology, self-serve,
e-commerce platforms
Integrating all customer contact opportunities for
measurable returns and a consistent brand experience

8. Capabilities
Key
Strength
Client Help
Technology
BCP
Data
More Work
Capabilities
Handling regional customers
using multi linguistic skill sets
Help our clients to run a
central Call center set
up as well as manage
distributed contact
centers
Customization of
technology - Using
Web , SMS and voice
technology
Business Continuity Plan
in place to ensure 100%
uptime.
Systems & Database
security management
Campaign
management ,
Data management &
analytics

9. • We combine technology with
• Conventional call center
business.
• Using Technology, to achieve
results at reduced costs.

10. Value Addition
• We offer single box products that
would otherwise need various
agencies like SMS responses, live
integration with client database /
websites etc.
• Click-to-Call Services - for
immediate response to customer
• Comprehensive IVRS Development
& implementation

11. LMS (Lead
Management
System)
Evolved
Telecalling
setup
Aggressive
customer
acquisition
Reminder calling
contact point for
customers
Loyalty program
cross selling
Inbound Setup
Our Expertise
In-depth experience of the business for more than 10
years helps us get a 360° perspective to client
requirements.

12. Our Expertise
 Customer
Engagement
 HNI Customers
 Handle HNI customers with care
 Use email survey regularly with them.
 Allocation of HNI customers to specific team members.
 Conventional calling tools and automated outbound
calling software for various actions.
 Wish them on birthdays/ anniversary.
 Take feedback of services used.

13. CUSTOMER ACQUISITION
PROGRAMME
LEAD MANAGEMENT SYSTEM
 Use the tele calling / internet
medium to acquire new customers.
 Profiled data of customers /
prospective customers to be
created and worked on the same
using predictive dialing technology.
 To ensure total utilization of leads
using a robust LMS software.
 This would also bring about
transparency and accountability
among the sales team on the
outcome of each lead generated for
them.

14. Our Expertise
LOYALTY PROGRAMME
CROSS SELLING
ON-LINE CHAT
Various loyalty programs can be
designed for your customer and
keep them engaged with the brand
Data profiling to identify customers as per
service offerings used and through tele calling
get them to visit other properties or get them
to organize parties / functions at different
venues.
Organize and implement online chat
support for existing customers as
well as prospective customers.

15. WORK FLOWS
1. Pharma Web Portal
2. Leading ATM Manufacturer
3. Insurance Customer Acquisition
4. Insurance Lead Generation
5. Bank
6. Leading Printer Manufacturer
7. Leading Beauty Salon
8. Leading Automotive Company
9. HRMS

16. Dialer dials the call using 140
number & connects the agent to
doctor
Data is Updated on Doc on call Website
Doctor
Call monitoring status monitoring
status mailed to owners
MIS is sent to ClientsDialer data sent to mail
server
DB server
Pharma Web Portal
QA
% calls are audited
by QA team
Call center DB server
Required info captured
by tele caller
Call disposed in dialer & summary is
stored on call center DB
Direct registration done by doctors
Direct response
captured at call
center sever
SMS blast is
done
Acquired data mail
to call center
Mail are sent to
Doctors

17. CRM update to send
request to ware
house
Transfer to agent
Spare
delivered to
L1
Ticket raised and TAT informed
Feedback
calls
Under warrant y
complaint calls
Leading ATM Manufacturer
Serial no is obtained &
details are fetched from
CRM to location
Lands on dialer
ATM UPS calls
Non -ATM UPS calls
Tracking of service engineer is done
basis the serial number
Ticket is raised & L1 field
engineer is contacted
Call closed
without spare
Call closed
with spare
Require Tech
help
Required
spare
Require Tech
help provided
Call closed
Call open
Call open
Call conference
to LE / SME
Call closed
with spare
CRM update to
send request to
ware house
ATM calls
ATM calls
Response 2 hrs.
Closure 4 hrs.
Call Closed
In City

18. Data base is procured from
vendor
Call-Center- Central DB
Server
Tele caller speaks to the customer
to extent allowed in the script
Dialer dials the call and connects
the agent to customer
Customer
Application with required
docs & cheque is
submitted at Clients
Feedback on Advisor
meeting to captured
Other MIS reports pertaining to dial
outs. Appts & conversation are mailed
daily to Clients
Offer a cheque & document
pickup
Doc & cheque pickup is
submitted to fulfillment
exec at CC
Doc & cheque pickup are updated on call
center server & mailed across to Clients Once pending is
resolved policy is
issued or declined
Policy issued &
delivered to customer
Pending are sent
back to call center
for resolution
Insurance Customer Acquisition

19. Data base is procured from
vendor
Call-Center- Central DB
Server
Tele caller speaks to the customer
to extent allowed in the script
Dialer dials the call and connects
the agent to customer
CustomerLead is verified and
certified by QA
Appointment to meet up to advisor is
fixed and mailed across to Client
Meeting Status is Updated post
meeting on LMS
The same is checked at call center and met
cases are updated MIS is Sent to Client
Appointment to meet up advisor
is fixed
Insurance Lead Generation

20. Customer fills up the
enquiry form
Tele calling done & potential checked
Data is forwarded to dialer server
Customer
Response captured &
updated on central DB
MIS is sent to bank with
details on allocation
Leads is allocated to RM
Data moves to
call center DB
Call center
DB server
Customer
DB server
Tele caller Calles
server
Bank

21. Successful
installation
Details are access from CRM Daily/weekly/monthly data is
mailed to call center &
uploaded by dialer
Field team is contacted
for report
Leading Printer Manufacturer
Transit damage
Upload data routed to
outbound agent
Installation
Field team is contacted
for report
Up dation is
done real time
on CRM
Feedback from
field team
Installation
report
updated on
CRM
Replace or repair as
guided by spoc
PM calls are allocated as per
the schedule in CRM
Spoc to informed &
call to be kept open till
installation completed
Commercial
Transfer to
agent
Technical issue
PM calls
Feedback is updated on
CRM real-time
Reallocation
In absence of assigned field
engineer any type of call
needs to be assigned to
alternate recourse
Feedback is updated on
CRM real-time
Sales enquiry icon
Sales call has to be
forwarded to SPOC assigned
Other Calls

22. News paper
Number is sent to call
center via API
Number from which missed call is
received is captured
Dialer/Router
Number from which
missed call is received is
dialed
Details are captured in CC
server
Customer
Online
Leading Beauty salon
Television
advertise
Customer
Tri party call
is done
Tele caller
Customer gives
miss call
Clients server
CC database serverClients
Details are sent to Clients

23. Call is made
customer
Data is received from client side
uploaded & made available for tele
calling
Service reminder
CSAT
Details are
forwarded nearest
sales team
Demo is given
Leading Automotive company
Customer
Sat C & QA
Vehicle is delivered
for post servicing
OBD server
Updated/Validated
records update on
server
Lead generation data
is dialed
Customers information are
taken down along with
contact details. *Refer
proposed questionnaire
Feedback is taken of
demo & sales staff
Customer is called
feedback
Call is made customer
Dashboard is checked for availability
& service appointment
is fixed as per availability
Specific complaint if any is noted by
the TC & updated on the dashboard
Break down & service
assistance feedback
Complaint feedback Enquiry feedback
Sat C & QA
Customer comments are recorded
Customer Customer Customer
Customer feedback is
updated on a central
system for analytics.

25. HR Team
Hiring AdminEmployees Retention

26. Hiring Process
Reference InstituteJob PortalPrint MediaConsultant

27. HRMS Portal

28. Skill sets for
agents &
supervisors
are drafted
HR round of interview
Ops round of interviewSelection of candidates
Manager assigns the agent
to TL
Trainer hands over the agent
to process manager
Quality & disposition
training done by quality
team
Requirements sent to
HR team
Hiring, Training & Implementation Road Map of CSR
Agreement on number
of seats form Client
LOI/PO received
Offer letter
Mock call certified
Agent moves to 2 days
soft skill training
Agent moves
to product
training2 to 3 days product
process training –
Day 3,4 & 5
Agent goes
live
If Not
Agents handed over to HR for
feedback & retraining.

29. Training & Development
Purpose
• Continuous growth of the organization depends on the ability of the organization to quickly train and
develop resources. technical, non-technical and management need to have a uniform and consistent training
policy across the organization.
Policy
• Provide adequate budgetary support for organizational level trainings.
• The organization is committed to create a culture of learning and employee growth
• Objectives of the training policy
• Identification of training requirements & nature
of training
• Implementation mechanisms
• Support needs
• Measurement of the effectiveness of individual
programs
• Effectiveness of the training process
Scope

30. Training Program
• Induction
• 4 Hours of Induction
• Soft-skills Training • Product Training
• 1 week of product
training
• On Job Training
• 3 Days of OJT

31. QUALITY
STRUCTURE
Call
Monitoring
Quiz
Cap
Feedback R & R
Calibration
Conduct product knowledge test for
entire floor
Corrective action plan to be
implemented for defaulters
Rewards and recognition to be
conducted for top performers
Pre-defined calls to evaluate per
agent per week
Basis The call monitored
appropriate feedback to shared
wherever required
Internal and external call calibration to
be conducted on frequent intervals
Quality Framework

32. Sr. No. Activities Frequency Report
1 Weekly presentation with QA Manager Weekly Weekly Presentation
2 Monthly presentation with QA Manager Monthly Monthly Presentation
3 Plan & implement CAP on the floor every month Monthly Refresher Training Tracker
4 Ensure - Internal calibration Weekly Calibration Tracker Internal
5 Ensure - External calibration Monthly Calibration Tracker External
6 Ensure - Quiz for , Supervisor, SME & TL Monthly Quiz Score
7 Ensure - Monitoring number & Feedbacks Daily Monitoring Report
8 Meet & document 1 TL in a week Weekly MOM Tracker
9 Monitor the CAP on the floor and raise alarm Daily Refresher Training Tracker
10 Ensure Dip sticks on the floor Weekly Dip Stick Report
Quality Actions

33. Enser Presence
Mumbai HO
Gurugram
Jammu
Bangalore
Sangli

34. Current
services for
clients
Inbound customer
care service for the
biggest holiday
company .
Inbound 24x7
emergency
service(Dial 100) for
Navi Mumbai Police.
Lead generation
process for the biggest
time share and holiday
company.
VAS sales process for
the biggest telecom
content company.
Email and chat support
for 3 banks for their
merchant helpdesk.
Providing lead
generation for multiple
BFSI Companies .
Multiple consumer
contests for IPL, Star
Plus, & Colors TV.
Service in almost all
the regional languages
for two of leading and
esteemed banks

35. Contact US
Head Office
EL-122,Electronic Zone MIDC,
Mahape, Navi Mumbai - 400701
info@enser.co.in