Transcript Source Services (SGF Telecom) Hyderabad, India

Source Services (SGF enterprise has been engaged in the domestic BPO business for over 7 years and has
been providing outsourced support services to leaders in the business like Reliance ADAG, Citibank,
Vodafone & Airtel.
Source Services (SGF Telecom) was founded in the year 2002. The company started its operation with
being a Service provider to a leading multinational bank in India for its Credit, charge & debit card
division. In due course a leading Telecom service provider’s post paid offering was added to its list of
products.
Post a successful & ongoing relationship with these principles, Sgf moved on to services customers of
these companies thru a dedicated Voice center. Services such as Life Cycle management – CAF
Management, On Boarding, Revenue Enhancement, Retention.& Service Management thru a dedicated
team
We have now added multiple clients who service their customer thru various voice propositions we have to
offer. Through an innovative “Contact Center Approach” we can offer these services through modes like
Voice (In-bound / outbound), e-mail, web and also fax interactions.
SGF is currently providing services like dedicated contact center for inbound / Out bound voice operations
thru its homogeneous technology capabilities in the southern states of India.
About Us
Departments @ Source Services
Geographical Locations
Domain Expertise
Operation Metric
Training
Quality
Technology
Infrastructure
Contact Us
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Maximize client value through high quality and Competitive cost
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Top management attention & relationship focus
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Ability to ramp resources in multiple locations
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Skill based Training
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Customized offerings & solutions
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Multiple domain knowledge
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Technological & Human resource bandwidth
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Periodic & strong review mechanism with clients team for enhanced
performance
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Founded in 2005.
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Started by Technocrats.
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Pioneers in Telecom Services & Financial Sector.
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Started as a Customer life cycle management outfit.
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24/7 quality conscious ITES enabled services company.
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Core focus on Call center, CRM and Data Management.
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Strong technical and management bandwidth.
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Pioneers in Call center business in south India
Aircel Limited
 Vodafone Essar South Limited
 Reliance ADAG
 CitiBank NA
 Idea Cellular
 Tata Docomo
 HDFC Life Insurance
 Kotak Life Insurance
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Interaction
services
Value Added
Services.
Back Office
Services
•Customer Care
•Quality Assurance
Monitoring
• Order
Management
•Customer Acquisition
•Customer profiling
•Collection
•Technical Helpdesk
•Loyalty program
•Customer experience
Management
• Analytics
•IT Services
• Data Management
•Revenue enhancement
• Logistics
In Bound ( Voice &
Non Voice)
Out Bound ( Voice
& Non Voice )
Back Office
Operations
• Customer care
•Sales – Lead generation
• Sales- Cross sell & up sell
•Churn management
•CAF management – order entry,
logistics , scanning & storage
• Dealer help desk
•Customer verification
•Data analytics
•Relationship management
•Customer experience
management viz. C-sat, Mystry
shopping etc.
• Trouble Shooting
• Promotion helpline
• Loyalty & rewards Program
• Multi tier help desk & tech
support
•HNI & Loyalty program
•Collections
•Revenue enhancement
•Pre-paid churn management
•Complaints close looping
•Touch point –audits
•Service & Quality audits
Sunil Fonseca - CEO
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Sunil is the promoter of SGF
Group, a Contact Center
located in Hyderabad, with
Branches in the south of
India. He has handled
numerous responsibilities at
senior management
positions. Sunil carries an
experience of 18 years at
various Service industries
such as Telecom, FMCG & IT
with specialization in
Business Development & Back
office processes in both the
Indian and A-Pac regions.
Murali Rao- Ops Director
A senior professional with
25+ years of experience in
service industry spanning
FMCG ,Tourism, Logistics &
courier, Media,
entertainment & Telecom.
Last 10 years has been in
Telecom with specialization
in Customer service delivery
& services Marketing.
Worked for leading telecom
service providers in India &
abroad & has held senior
positions in the
management
Hyderabad
Bangalore
Chennai
Pune
The Command Center
• Reports
• Logins coordination
• Resources
• Real-time reports
• Databases
• Resources
Technology
Client
Operations
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Forecasting, Planning, Rosters
Reports
Resources
Program Analysis – SL’s, CSAT’s etc.
Management
• Resources
• Forecasts
• Skill sets
HR
Command Center
• MIS
• Exception Reports
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Seating Plans
Rosters
Travel schedules
Training schedules
Administration
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Voice Out
Bound
Data
Management
Source
Domain
Verticals
Voice IVR
Broad Cast
Voice In
Bound
◦ Form Collection (Counter Based)
◦ CAF verification (Telephonic)
◦ Data Capturing
 Data entry
 Vernacular - Optional
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Number Management
Provisioning
Scanning and Indexing
Storing (Limited Period, until lift off)
 Facility for permanent storage as well
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Lead Management
Sales and Soft Collection
On Boarding / 90 days sub support
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Induction
1st Bill explanation
2nd Bill explanation
90 days churn management
Generation of SR’s
SR Resolution
1st Quarter Support
Revenue Enhancement (Usage and Revenue)
Vas
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– both Pre & Post
Up selling
Tariff Migration
Cross Selling
Plan Migration
Grace Management
GPRS activations
Black Berry acquisitions
Up selling & Plan migration for Post Paid Subs
Tele sales for STV’s
Pre paid Retention
Post paid traffic migration
Pre to Post Migration
Tele calling on Demographical bases
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Health Checks
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Voluntary health checks
Credit Dept
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ECS / SI acquisitions and conversions
◦ Tele calling
◦ Field collections
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Address and Contact up dations – Post activation
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Subscriber Verification
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Due Bill calling (30 day bucket)
Subscriber Interactions
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Health Checks on demographical bases
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Churn Management
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Tele verification
◦ Address up dation
◦ Change in Address
Logistic and information support (Voice)
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Pre and Post processes dissemination to channel
Set up an Automatic Out bound Dialer to call sub basis
Out bound call thru an A-OBD
 Positive calls will be populated and sent in for further action
 Depending on the SLA, we could re call / re position products to sub bases.
 All MIS and positives activations would be mailed to Service Provider for further
action.
Patch Live calls - Optional
 Positive request from the subscribers will be patched immediately with live tele
callers, hence generating faster turn a round’s.
 These calls will in turn be recorded for further references.
•IBM Server
OBD Infra
•Quad Core & Redundant Hard Drives with large data
capacity for multi program capabilities
•Application capable of
•Multiple programs operated at the same time
•Second wise dispositions
•Multiple level disposition
•Remote call barging
•Complete recording facility
Voice Over's
•Sound proof environment
•State of art recording capabilities
•Melody / Songs patch over on voice
•Voice upgrades
Recording artist &
Communication
Infrastructure
•Multi lingual
•Gender with child Voice
•Multi accents
•PRI circuits
•Dial out Dialers
•Complete out bund infra
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Query Management
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Query resolution
Service requests
Complaint handling
Plan migrations / VAS redemptions, etc
Suggestions
Client Servicing & Service Support
Lead Support
Dealer / Trade Desk
Data Uploading
On the PD
PD dials out the
Sub base
All Voice tags will be
Stored and retrieved
For Sub Voice Re-cal
If any
Live call transfer to
an agent
Agent interacts with
the subscriber, all
Transactions with the sub
Will be recorded
Data for Positive / activations will be indexed
and forwarded To Client for further activations
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Multiple Dialing Modes:
◦ The flexible architecture allows the user to concurrently operate campaigns in: Predictive, Preview or Manual
Mode.
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Seamless Predictive Dialing:
◦ Most advanced dialing system capable of connecting to the agent at the shortest time.
◦ Optimized to minimize the wait time of agents between live calls,
◦ Supports Answering Machine and S.I.T. Frequency Detection enabling Auto Detection of Answering Machine,
Busy Tone and Telco Tones.
Multiple Campaigns:
◦ Runs multiple campaigns simultaneously.
◦ Each campaign can be assigned its own unique set of agent scripts and call disposition codes that agents
use when calls are completed.
PC-Based Telephony, Call Processing features :
◦ Facilitates basic telephony functions such as dial, answer, transfer, hold, conference and record calls – all
from the PC workstation and without using the telephone.
Call Recording, Monitoring and Conferencing:
◦ Manages 100 % digital recording of conversations between call center agents and contacts.
◦ Monitor calls discretely, agent wise calls recorded to the database for real time and future reporting and
analysis.
◦ Supports three party call conferencing or agents can transfer calls.
Database Integration:
◦ The software is controllable by, and can be integrated with, host or legacy database systems via its flexible
interface.
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Real Time Call and Agent/Campaign Reporting (CDRs):
◦ Displays both campaign and agent wise reports and statistics.
◦ Monitors call progress in real-time as well as dispositions and results simultaneously.
◦ Keeps track of multiple events as it dials, including agents log in/log out, online reports, agent wise reports,
campaign wise reports, disposition reports, etc.
◦ Provision of Carrier Switch CDR Reconciliation Reports
◦ Supports Remote (Web based) monitoring of real time traffic and statistics.
◦ Facilitates basic telephony functions such as dial, answer, transfer, hold, conference and record calls – all
from the PC workstation and without using the telephone.
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Engage in personalized, efficient interactions that produce a positive experience and promote future sales
opportunities.
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Maximize productivity and provide premium service to customers using predictive dialing and sophisticated call
processing tools.
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Effectively manage campaigns using flexible, robust list management & decision support tools.
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Improve agent efficiency and Reduced idle time - Significant reduction of unproductive agent time.
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Leverage existing investments with Computer Telephony Integration (CTI) and third-party product integrations.
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Increase productivity by ensuring agents spend their time talking to customers and prospects, rather than nonlive contacts.
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Employ security measures that support adherence to corporate and industry regulations.
Operation Head Location / Client Wise
TSE
Manager
OPS
Manager
OPS
A Mgr Ops
A Mgr Ops
Team Lead
Team Lead
SME
SME
TSE
TSE
TSE
Review Type
Schedule
Participants
Status review
Weekly
Project Manager, Client Management Team
Fortnightly
Project Manager, Business Manager, Client
Management Team
Monthly
Business Manager, Client Management Team
Milestone review
Management
review
Metrics review
Monthly/bi
monthly
Project Manager, Business Manager, Client
Management Team,Enterprise Head
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Mostly recruit pre/semi trained personnel.
In house trainer also present.
Continuous performance monitoring and improvement
techniques adopted.
◦ Management Personally involved in the reviews.
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Week 1: Induction
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Week 2 – Week 4
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Induction into Source Services
Work, Policy & Processes
Job Sensitization.
Preparedness for Apollo training (OJT)
◦ Product Intensive Training with Mock Calls
Identify Training
Needs
Plan Development
Activities
Review
Deliver Training /
Development
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On job post quality assessment
One quality assessor for every 15 agents.
Each CCO’s deliveries are audited on a defined schedule…
Month 1 –
25%
Month 2 –
15 %
Month 3 onwards –
10%
Quality checks are done on a daily schedule. If found to be
below PAR, then the agent is checked for reasons of error and
trained further
Due escalation are done depending on the error flow and
importance.
A CCO log’s in ONLY after due QA by the team lead
Real time monitoring of the agent by the TL.
Generator
Power
UPS
Yes / Tripp-lite and similar
Desk Top System Make, Model,
Configuration
Principally HP/Compaq
Servers Used, Make, Model,
Configuration
Server OS, Desk top OS
Desk tops
Yes / Diesel and similar
IBM
Windows 2003 Server
Antivirus Used - (Licensed Version)
Symantec EPP
Office tools
MS Office 2007
Access implementation in terms of
group policies etc.,
Yes
Networking
Type of Cabling for Voice & Data ( ex.
CAT 6 )
Cat 6
Make And Model of L2, L3 Switches
Cisco,
Fire Wall Usage - Make And Model
ASA Cisco Box
No of I/O's Per Desk, and Status of the
structured cabling
2 per desk, with 25% redundancy,
Completed
Implementation of Racks in the Server
room
Yes
Make and model of the Voice System
Avaya, others (Equal lent)
No of ports
No of ACD licenses availability
Voice Network
Voice Logger
Complete facility (over 1,200 seats)
As required
NICE, Others (Equal lent)
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Source Services has a large infrastructure in each of its
geographical location
Source Services has all necessary infrastructure facility
required for a domestic call center.
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MIS Department
Server room
Two HUB having seating capacity for 60 Agents.
Team leaders Cabin
Training room
Cafeteria and recreation
Cabins for Senior Staff
Sunil
Fonseca
• 0091- 9966255555
• [email protected]
Murali
Rao
• 0091 - 9341151513
• [email protected]
Thank you