2. Introduction
We, at Next2Call with parent company as Winet Infratel are one of the leading players in the
field of ISP Services, BPO and IT services with more than 5 + Years of experience with
integrated telephony services of Experience having presence in Major metropolitan cities
Noida, Gurgaon, Kolkata, Lucknow, Bangalore and Chennai . Running more than 500+ seats.
We have a knack from taking an idea and creating something innovative and new from it.
We believe in an integrated solutions approach to provide enhanced value to the customers
through process standardization, simplification and optimization. Our best-in class solutions
provide our clients with a platform to take their enterprise to the next level of operational
excellence by reducing costs and increasing service quality.
We are a team of highly dynamic & passionate developers and designers who are constantly in
the search of new ideas and solutions by pushing ourselves to new extremes. We are the
creative minds and technology architects behind the success of your brilliant ideas.
3. What We do.
Improve customer retention
Maximize customer satisfaction and
retention with proven best in-
country service levels.
.
Enhance processes
Utilize state-of-the-art- technology
and highly trained personnel to excel
across Critical Performance Metrics.
Leverage in-house or external infrastructure
Use our expertise to consult, design, implement and
maintain your in-house contact center
or chose to use our external infrastructure on an
affordable pay-per resource model. search, speeding up
processes and decision making.
.
Boost customer engagement
across channels
Connect with customers via phone,
Email, web chat, SMS, social media,
SMART IVRs, Chat Bot and Fax in
multiple languages.
4. How we differentiate
Benefitfrom your customer contact and improve market
awareness, presence, sales and customer retention.
The Next2Call Contact Center service has your
customers interactions covered, across every
channel and at every stage of the customer
interaction journey. Tailor the service to meet
your needs and budget and be confidant that
professional, in country, supports your business.
5. Customers expect to be able to
engage with businesses how they
choose, when they choose to, from
the device they choose – and they
expect a response, fast.
With Next2Call Contact Center services you can
engage, retain and upsell to customers for long-term
business benefit by providing customers and
employeeswithaccesstobettertools,applicationsand
insights, anytime,anywhere.
Secure
Omni
channel
customer
service
Valuable
insight direct
from
customer
Increased
insight,
accountability,
Privacy and
compliance
Increased
customer
interaction
Proven
Process
management
for timely
repose to
customer
esquires
6. Our USP
As we have complete inhouse team / product / services for
any type of support to run the customer interaction platform.
No external Vendor dependency
Complete inhouse dialing solution.
Inhouse Dialing Technology
State of the Infrastructure with 500+ seating capacity
and with multiple location.
State Of art Infrastructure
Inhouse development team reduce the time and effort
for any type of development and integration with any
third party application integration. .
Inhouse development team
Our future driven technology is driven with AI, ML, VR,
NLP and Data science. .
Modern Technology Upgradation
Atmanirbhar Team
7. Our technology Backbone
Self learning technology platform to
reduce the human error for Maximum
productivity.
Machine Learning
Data analytics for strategy making and
implementation with use of BI tools .
Data Science / Data analytics
AI based smart dialing solution for
maximum customer reach and seamless
inbound calls handling
Artificial Intelligence
Exploring New technology avenue
Across platform communication
platform for handing customer Query
and maximum customer reach out.
Omni channel interaction platform
Chat bot and voice bots for human less
interaction.
BOT Platforms
8. Our Infrastructure
START
In house dialing system with no external
vendor dependency.
Dialer System
Multiple telecom operated lease line for
maximum up time.
Lease Line Internet connectivity
2
Inhouse call recording with back up on
NAS and SAN devices for future
recording access.
Inhouse call recording and Backup
Multiple telecom operated points for
maximum connectivity.
PRI and GSM Gateway
3 6
5
Dedicated resources of specific skill set
for specific process.
Dedicated Work Station.
Production and backup server along
with DR for as business continuity plan.
Production / Backup and DR Server
1 4
9. Staff Augmentation
Learning an d Development
Inhouse Learning and development team for skill
development and training like soft skill development,
certifications etc.
Internal Job posting
Internal promotions to explore new skill within the team.
Recognition and Rewards
Process wise rewards in terms of performance bonuses
and certificates for top performers.
Man Power is the biggest asset for
any Industry– We value our
manpower for Max. Productivity.
10. Omni Channel- Interaction platform
Email / SMS/ Fax
Social Media
Phone
Web Chat /Chat Bot
Smart IVR and Sound Board
Omni channel
We follow a cross-channel content strategy that organizations use to improve their
user experience and drive better relationships with their audience across points of
contact. Rather than working in parallel, communication channels and their
supporting resources are designed and orchestrated to cooperate.
11. Our Services
Inbound services range from
answering customer queries about the
product or services to proving them
the resolution to the various challenges
they face with the services.
Inbound Services
Our outbound services involve calling
existing or prospective customers of a
business. These calls are usually for
the purpose of generating sales, selling
subscriptions or customer retention
and Survey
Outbound Services
Our Affiliate marketing services help
in customer accusation, Web page
handling, Branding and App
development.
Affiliate Market
Our Back office services rages from
data validation, Data capture , Form
filling and data base management.
Back Office
13. SLA We Adhere
.05 Sec. Average speed of
Answer.
.30 Sec. Average on hold
time
4 Min. Average Handling
time
2%
Call answer
rate
100%
min.
80% first call
resolution.
95%
Abandon rate
14. Reporting and Security
Paper less environment with no phone and
storage device access on floor.
Paper Less and No phone on floor policy
Periodic IT audit for scope of improvement.
Periodic IT audit.
Firewall to avoid unnourished access and 24x7
camera surveillance.
Fire Wall and security surveillance
Data is stored in secure environment to avoid any
data breach. Secure mail server to avoid any data
leak.
Data Repository
Periodic reports are published as per the client
expectations. .
Daily, Weekly and Monthly MIS
Inhouse Quality team audits call quality for
feedback and continuous improvement in the
performance.
Call Quality audit
Reporting and data analytics for
customized reporting to clients
Reporting
Multilayered security to prevent data
theft and maintain sanity in process.
Security
15. KYC and Underwriting
KYC – through Video KYC, Tele KYC and
Physical KYC and with risk assessment
through Underwriting.
Collections
Tele Collection and Physical collection be
performed as per the age of the case.
Customer and Partner Onboarding
Through our experienced Tele sales and
and Field sales customer and Partner
Onboarding is been done .
Query and complains Handling ,
Customer feedback and survey
Different channel platform for Query and
complain handling like inbound calls,
Email and SMS support . Feedback
mechanism for on call feedback, Bulk
feedback
Services for FinTech's
16. Other Services
Other Services
Complete array of telecom products for
customer Engagement
Telecom Services
We provide End to End Turnkey services an
organization need to establish and run.
IT consulting
We work on IT software development for
various projects and Products like App
development, CRM Development, Web
Development.
Software development
To have an insight of target market one always
need to have an insight of Market. Market
Research is the best tool to do so,
Market research
Digital content creation (Audio and Video) for
various platforms along with moderation
services .
Content Creation and Moderation
Knowing the customer is very important for value
creation. We perform VKYC, Tele KYC, E KYC
KYC Services
