Customer Broadcast is a fully integrated inbound call center and CRM company established in 2000 that provides multi-channel customer access and support, timely routing of customer issues, and business intelligence through real-time reporting and data-driven analytics to clients across diverse industries from their facilities in Chennai, Trichy, and Ranipet that employ over 1200 agents.

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