VIBRANT INFOCOM PVT. LTD. formerly Vibrant International, a proprietary concern founded by Mr. Sundeep Doshi on November 2006 with Super distributor of Montex brand pens, stationary for the region of West Bengal. He is the Super distributor of Micromax for the region of West Bengal. Adjudging the growth in telecom sector, Mr. Sundeep Doshi decided to diversify into Telecom Industries by becoming distributor of Sony Ericson mobile phone for Kolkata in 2007 and later on added more feathers in the cap by taking distributorship of company like Samsung CDMA division, HTC mobile phones, Iphone (through Aircel) etc. Telecom sector, particularly mobile handsets, as known to all has emerged as one of the very few sectors which have given stupendous growth in last 5-6 years defying the world wide recession.

1. Vibrant Infocom Pvt Ltd
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2. Contents
Overview
Our Value Proposition
Management Team
Building the Team Talent Acquisition
Vibrant Security Practice
Retaining Program
Growth Program
Engagement Program
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Value Proposition

3. Overview
Business Process Services Company supporting the
Customer Lifecycle:
•
•
•
Industry Expertise
•
Consumer Electronics
•
Call Centre (Voice and Non Voice)
•
Logistics
•
Retail Chains
•
IT & Software Support (Web Designing, Software
Development, Ecommerce)
Acquire new customers
Support customer transactions
Renew customer relationships
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4. Our Value Proposition
Our Focus: The 3 V’s
Key differentiators
• Velocity lets us quickly adapt to — even anticipate —
change in the marketplace and your business
•
Consistency: Seamless delivery from multiple
geographies
• Visibility throughout the organization allows us to quickly
see and address problems and opportunities
•
Investment: Technology and Infrastructure
•
Thought Leadership: Proactive account
management
•
Executive Engagement: Senior-level account
sponsorship
•
Results: Customer references
•
Value
to our staff, customers, and shareholders — is
considered and upheld in all we do
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5. Management Team
Sundeep Doshi
CEO
Sujata Sarangi
Centre Manager
Prosenjit Chatterjee
Abhishek Chatterjee
Abhilash Jena
Sudipta Sarkar
Santosh Shaw
Assistant ManagerOperations
Human Resource and
Talent Aquisition
Sr. Executive - IT
Training &
Quality
MIS
Pradip Chatterjee
Avishek
Mukhopadhyay
Team Leader
Sumit Chakraborty
Executive-IT
Team Leader
Associates
Associates
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6. Process Flow- Inbound
Start
L1 Agent logs into CRM
Inbound Call recieved
Email received
Receive Email Notification
Greet the cx + Basic profiling activity (Name, Number, etc)
Understand the query and decide if the resolution
can be provided immediately/later
Explain the resolution –
Resolve the issue – Provide
Ticket number
Y
Take action
N
Provide Ticket number and
Escalate to Monitoring
Team
Escalation to
Monitoring
Team
Provide Ticket number and
Escalate to Monitoring Team
N
Understand
the query
Y
Document & Dispose the call in
the CRM
Explain the resolution (Template) – Resolve
the issue – Provide the Ticket number
Document and Dispose the enquiry in
the CRM
End
End
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7. Process Flow- Monitoring Team
START
MA receives a call from the
L1 agent
Warm Transfer
MA receives an email from
the L1 agent
Monitoring Agent (MA) logs into
CRM
(L2)
Offer a call back – Provide the
Ticket number
MA
understands & decides if the
query can be resolved
immediately
Resolve the issue – Call the cx and
inform the resolution
N
MA calls the ASPs/SPs
Y
Document & Dispose the call in
the CRM – Close the ticket
MA calls the ASPs/SPs
End
Non - Connect
Connect
Connect
Dispose call (NR,
NA, RNR,etc)
Check if the query is
resolved
Check if the query is resolved
Non - Connect
Dispose & update CRM
(NR, NA,)
End
End
Connect with ASPs/SPs& align the
unresolved queue
Escalation team will follow up
Connect with ASPs/SPs & align the
N
Follow up on the
TAT
Y
Issue resolved – call the cx and inform
the resolution – update CRM
unresolved queue
N
N
Follow up on the
TAT
Email will remain in the queue for the
Escalation team to attend
Y
Issue resolved – email reply to the cx
with resolution – update CRM
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End
End

8. Process Flow – Escalation Team
Start
Escalation Team takes up issues pending for a long time
Get the TAT and follow up
Update CRM and move
query back to queue
N
Connect with ASPs & SPs to provide
resolution
Y
Resolve the issue – Connect with cx – Close the Ticket and provide the Ticket number – Update
CRM
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End
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9. Process Flow- outbound
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10. Process Flow- Monitoring Team
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11. Technical Architecture
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12. Transition Strategy
Project Management:
We follow a four-phased approach for Transitions that includes Project Management &
appropriate knowledge transfer, based on industry best practices & Project
Management principles
Phase 1
Initiate
Phase 2
Plan
Phase 3
Execute
Phase 4
Close
The Methodology
• Touch – point review at the end of each phase to ensure quality & consistency. [Weekly Project Call]
• Ensures that all implementations are captured in the Project Dashboard.
• Delivers Process Transitions from the Client’s site to Vibrant’s service delivery site with a thorough
understanding of the processes on an As-Is basis that would mirror the Client’s best performance
center.
• Follow a time lined, documented & seamless handover to Operations.
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13. Building the Team Talent Aquisition
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Mock Sales skill assessment during the interview process
PI mapping for Team Lead, QA and Trainers on the program
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14. Optimizing the Team Using
Analytics to Drive Performance
Vibrant uses analytics throughout our business to drive success
Hiring – Predictive Index (PI) to place Professionals in roles that fit well within a
range of personality types
Disciplined use of CRM tools – allows for better data gathering/modeling down the road
Subject Matter Experts – SME’s can have a significant role as specialization become
greater
Root Cause Analysis of a call anatomy with score carding
Campaign Analysis of productive vs. non-productive results based on effort required to
generate revenue, Lead scoring, etc.
Predictive Modeling to apply effort unevenly to campaigns or customer target groups
based on past success/failure
•
•
Potential augmentation of additional data
•
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Requires a defined and consistent process & dispositions
Requires minimum number of positive outcomes
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15. Vibrant Security Practice
Physical Security
Access cards, specialized security
agencies, building security systems
• Building security systems
Client Level Security
• Access by multiple levels of security
• Dedicated operations area for clients
• Restricted physical and network access
• Round the clock High Security
• Restricted facility access
• Restricted swipe–card access to delivery areas
System / Network level security
Firewall, separation of LAN and internet;
passwords and restricted access
• LAN: isolated and secured
• Need based access
• Firewall and archival facilities
• Password-protected network and
telecommunications access
• Internet access only for customer
project
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• Encrypted Site to Site VPN Connectivity
Associate Level security
Need-based access, periodically
reviewed
• Confidentiality contracts and NDA
Background checks
• Strict norms for information storage and
data disposal ( electronic and physical)
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16. Retaining Program
Centre
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17. Growth Program
IJP
• Internal Job Postings program ensures all vacant positions are advertised internally through
emails/posters & fill most of the lateral positions internally
CDSP
• Career development & succession planning is a program to train our best agents to take on
Lateral & Senior roles. Areas of training includes Creative and Critical Thinking, Data
Analysis, People Management etc.
GCW
• Through Get Certified at Work program, we enable the agents to enrol into work related
Certification courses while working. We pick up their tuition fees provided they stay with us
for a certain time period
OD
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• The Organizational Development program rolls out different training programs which is
linked to the overall LEAP program under Vibrant.
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18. Engagement Program
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19. Value Proposition
A Flexible Partner that can Scale and Innovate
• Customer Service experience
* Outbound & Inbound
* Business focus
* Account Management/Share of Wallet Growth
• Disciplined call center management
•Flat executive management structure
•Rock-solid financials and ability to invest in growth
•Use of technology to streamline operations
•Experience using & implementing analytics to
improve performance
•Robust infrastructure for Regional Coverage on and
Global Scale
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20. Vibrant Infocom Pvt Ltd
Thank You
Contact Details
Mr. Sundeep Doshi
Phone no- +91 9830071157
Email idsundeep@vibrantinfocom.net
insunny29@gmail.com
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