Transcript Document

Leading Provider of Value-added Customer
Support / Call Center Services
An ISO 9001 : 2008 Company
www.greettech.com
Bridging the GAP between
your customers’ support
related needs and building
Customer Delight.
We provide you a highly cost-effective,
flexible and scalable Customer Support
Operation set up
Proven Expertise & Experience
www.greettech.com
• Integral part of India’s No.1
Financial Accounting Software
Company - Tally Solutions
• Thousands of man hours of
experience and expertise
• Handling thousands of calls daily
• For customers across Asia, The
Middle East, Europe and Africa
Our Team
www.greettech.com
• Vastly experienced and highly
trained Customer Support
professionals
• Operate from a highly secure
and hi-tech facility
Our Approach
www.greettech.com
• Offer customers immense
flexibility
• Customised services
• Total quality assurances
• Operate in real time
• Benefits from Hour 1
Domain Expertise & Competency
www.greettech.com
INDUSTRY EXPERTISE
Outbound Voice
PROCESS COMPETENCIES
Transaction Processing
• Mailroom & Scanning
• Plan Building, Claims Audit, Help Desk,
OPR
• Order Fulfillment
• Account Maintenance
• Application Processing
• Fulfillment Services
• Telemarketing
• Lead Generation
• Database Building /
Cleaning
• Soft Collections
• Welcome Calls
• Provider Calls
Inbound Voice
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Customer Care
Collections
Technical Help Desk
Service Provisioning
Product Support
Cross-sell & Up-Sell
Directory Enquiry
Member Calls
SERVICE CHANNELS
Contact
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•
Voice
Email
Fax
White Mail
Transaction
Processing
Blended
• Voice &
Email
• Voice &
Transaction
Quality Control Systems
www.greettech.com
Initially 1 call per
agent per day for a
week
Start
Agent given formal feedback by
Team Leader & Quality Analyst
Bucket (A)
90%
Exceeds
2 Calls Per
Week
If in a fortnight achieves
> 80% moves to Slot A
Between
60 to 90%
Agent not pulled out of production
But put on refresher training Bucket (B)
5 Calls
Per Week
If in a week achieves > 60%
Moves to Slot B
Agents
on Calls
Agents on Calls
Less than
60%
Agent removed from production
for further training & mentoring
Bucket (C)
TL & QA Team Monitor
Calls Using Voice Logger
1 Calls
Per Day
Key Differentiators
www.greettech.com
• We provide your customers
world-class support without
additional manpower or
technology
• No infrastructure pre-requisites
• Commence operations, literally,
from Hour 1.
• Infrastructure fully geared for
‘immediate deployment’
Key Benefits
www.greettech.com
• Immediate and immense Cost
and Time Savings
• No “Minimum Time / Minimum
Budget” Constraints
• You choose the type, duration,
timing, language…
• Size not an issue… we work with
Large and Small Enterprises
alike, with equal Zeal
• Personnel highly trained &
experienced
Key Benefits
www.greettech.com
• Zero start-up costs
• Fixed charge basis… hence no
cost overruns
• Infrastructure and resource costs
ours
• Immediate deployment…‘hit the
ground running’
• Latest technology in
telecommunications and
customer-care
World Class IT Environment
www.greettech.com
US/UK/Australia
Configuration of VoIP minutes
WAN
Remote VoIP
Gateway
Modem
AbovEdge/3rd Party
VoIP Gateway
Router
Domestic
Calls
Contact Server
Remote PSTN Network
Trunks
Campaign Manager
Report Agent
Database server
Admin Console
TCP/IP
Predictive
Proportional
Power
Preview
Progressive
Dialer
Agent Console
E1/T1/Analog
TCP/IP
Recording Server
PC based PBX
TCP/IP
Software Console
Independent of
Licenses/Machines
TCP/IP
CTI h/w on
PCI slots
RJ 45
To
RJ 11
Terminator near respective Agent PC
KRONE Patch Panel
Agent Floor
RJ 11
Latest Technology Backup
www.greettech.com
• Latest technology environment…
ensuring 100% reliability,
flexibility and security
• IPLC links via diverse and
redundant routes
• Redundant domestic loop
• VPN connectivity for back up
Latest Technology Backup
www.greettech.com
• Back-up for all critical
equipments
• Availability of captive power with
redundancy
• Round-the-clock availability of
technical services team
Sample Workflow Screenshots
• Workflow can be
created and
adapted to suit
individual client
requirements
www.greettech.com
Real Time Agent Performance Analysis
• Real-time
Monitoring
capability
• Real-time and
Agent History
Analysis
• Bird’s eye-view of
agents on call /
call status and
Queuing Status
www.greettech.com
Sample Call Analysis – Abandoned Calls
• Call details,
including
receipt,
waiting time,
abandoned
calls and user
involvement
time are
studied
www.greettech.com
Quality Control Screenshot - Call Play-Back Demo
• All Agent Calls
are recorded and
can be played
back for Quality
Checks and
Control Measures
www.greettech.com
Real-time Voice Quality Monitoring
• Voice calls are
recorded and
monitored live to
check strict
adherence to
standards
www.greettech.com
Quality Control - Call Evaluation Criteria
www.greettech.com
• Various parameters
that have an impact
on Quality in
Customer Support
are analyzed and
evaluated for
maximum customer
satisfaction.
Quality Control - Call Evaluation Criteria
www.greettech.com
• Strict adherence
to the parameters
is maintained and
agents are
evaluated on a
continuous basis
on these
parameters.
Quality Control - Call Evaluation Criteria
www.greettech.com
• Customer Query,
Agent Response
and Customer
Feedback are
noted and
studied for
uniform and
consistent quality
standards.
To Offer World Class Support to your
Customers, Contact us Now
Greet Technologies Pvt Ltd.
338-339 Raheja Arcade, Koramangala, Bangalore - 560095. India
Phone: +91-80-25534938 / 25523873 Fax: +91-80-30201853
Email: [email protected] Website: www.greettech.com