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InfoWorld is a division of Haware Ventures Pvt Ltd. is a bpo/kpo company with office in Vashi, Navi Mumbai, India. We started our journey in the year 2007 & we are going good…….

InfoWorld is multi-lingual BPO and KPO service provider offering a diverse range of Voice and Knowledge Services. InfoWorld has built its reputation by adding value and improving processes, thus enhancing the productivity for their clients consistently, exceeding the deliverables and increasing their competitive edge.

Our expertise and in-depth knowledge in the BPO and KPO business offerings enables us to provide innovative and cost effective solutions to our clients.

InfoWorld has carefully selected technology enablers to ensure that client-defined service levels for performance, compatibility, stability, reliability, security and business continuity are maintained.

InfoWorld as invested in the best possible Telecom and IT tools to mitigate client concern over Data Protection and Security. InfoWorld also offers multiple options to clients while choosing the hosting locations and data management facility.

Our main differentiator has been our ability to successfully migrate programs at optimum cost, minimizing the learning curve and exceeding client expectations. The in-depth knowledge and experience we have gained over the last six years servicing various geographies and multiple business verticals are available for easy arbitrage.

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Info World intends to provide contact center services of impeccable quality to its clients by using latest technologies and tools with futuristic approach. By incessantly striving for betterment in the quality, we aim to establish ourselves as ability and common sense.

providers of qualitative contact center services. The main aim of our business is to provide the value for money service in terms of voice accent, quality of agents, English speaking

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WHY YOU NEED INFOWORLD?

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Labor Arbitrage: Cost Savings CUSTOMIZA TION

INFOWORLD

ENHANCED SERVICE QUALITY LARGR TALENT POOL

A leading BPO services provider located in Navi Mumbai, a premier Offshoring hub Subsidiary of a large Corporate group Service offerings

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Voice Services

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Back Office Services International Markets serviced

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United States of America

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United Kingdom

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Australia

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Industry Focus

Banking and Financial Services Telecom Healthcare Media and Entertainment

Horizontals

Voice Services Back Office Service

Voice

Telemarketing Sales Lead Generation Collection Calls Surveys /Data Collection

BACK OFFICE

Mortgage/loan processing Billing/Coding 7

• The state-of-the-art Haware’s InfoTech park (Info

world) are located near Vashi railway station, Navi Mumbai (area 11600 Sq. Feet). Currently 100 seats in function and 250 seats to go live…

• Ideal working space for offices, software units, call

centers, BPO’s and service centers with immediate high speed connectivity.

•Conference and training facilities with multimedia

projection systems for presentations.

•Also include special areas for IT exhibitions,

restaurants and business centers.

• Strategically located on the Maharashtra

Knowledge corridor and easily accessible from Mumbai Airport/Railway station.

•Plan for new center outside Mumbai. •Adequate resources to expand capacity. 8

• 4+4 MBPS Leased Line to ensure uninterrupted link-up as well as adequate speed.

• Predictive Dialer • High End IBM, HP Servers for Databases, Email, CTI and other applications (SQL server etc).

• World Class Network Operations Center with Well Equipped Server Rooms • Gigabit Ethernet based LAN with P-IV Desktops for Agents • SSL VPN and Data encryption for secured upload / download.

• 24 hrs power back up.

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End Users Client Agent Station Voice, Back office And/or Web 10

BCP TEAMS Project Initiation Project Organization

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Risk mitigation strategies (Fortification, Risk Transfer)

• Redundancy & Backup

measures (Technology, Operations and HR)

• Network & Equipment

monitoring (Failure detection, Alerting mechanism, escalation procedures)

• Emergency re-routing (Dual

connectivity, auto transfer)

• Infrastructure support 11

•Dedicated Operation Managers to each process with strong domain expertise. • Managers : Team Leaders ratio is 1: 2 • Team Leader : Agent is 1:10 • Dedicated Agents to each process • Dedicated Trainers for each process.

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Enabling Total Reliability

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Physical Security Physical Access restricted Electronically Closed Circuit Television Cameras Blocking of Output Device Facilities Manned 24x7x365 Technology Security

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Encryption for links connecting to all client networks Firewalls located on all networks Intrusion detection systems Data Backup

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Team Deployment & Orientation Process Deployment Process Control Document / SoW Improve Review & Audit Operations

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Our Quality program is a disciplined methodology for defining, measuring, analyzing, improving, and controlling the quality of our processes and services. The team focuses on enhancing SLA metrics, productivity, and quality through call monitoring and data analysis.

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We Process Excellence Department ensures that:

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Continuous improvement of the processes – Tools and Systems

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Variations are tracked and controlled on a regular basis – done to ensure efficiency

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We focus on quality results in: Appropriate checks and follow ups are

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Excellent and Reliable Service Delivery Streamlined Operations that Ensure Customer Satisfaction Efficient Business Processes Training and Development of the Team

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The Quality life Cycle includes broadly:

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Call Evaluations – Live calls and screen barge-ins

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Digital recording and monitoring of the calls Feedback sessions- Coaching and mentoring Periodic Audits – Record reference and training purposes.

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We believe in delivering numbers with Quality and focus to enhance Customer services to our customers. We continuously work to enhance current quality practices and share the learning with our customers to create new benchmarks.

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DIRECTOR GENERAL MANAGER Process Head/Process Manager HR/Operation Manager TEAM LEADER / QUALITY ASSOCIATE/TRAINER Sr. CSE CSE

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Knowledge Center VASHI InfoTech Park

5th Floor , Plot 16, Sector 30A , Vashi, Navi Mumbai – 400705, India Website:- www.infoworldbpo.com

Email: [email protected]

Phone – 61163500

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“We Work to make difference to the Way people live”.

Vision

– Anticipating change and seeing possibilities beyond today’s challenges.

“We do not do different things, We do things differently” 21

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