Transcript COMPANY PORTFOLIO - ND Global Solutions Pvt Ltd

ND GLOBAL SOLUTIONS
COMPANY PORTFOLIO
ND GLOBAL SOLUTIONS
ND GLOBAL SOLUTIONS is a Contact/BPO solution provider that delivers affordable business to its
Clients. Future Linkers has been its organic business development model. Every day, our clients entrust
their customers and business to our , who engage in telephone and Internet contact, call center
operations, information technologies and management, telecommunications, sales, customer service
and marketing efforts. Sneering back-office offshore processes and out-sourced telesales and
telemarketing campaigns of American, Australian, Canada and United Kingdom customers As part of
Business Processing Outsourcing (BPO) , ND GLOBAL SOLUTIONS has established an international
Call Center to provide reliable, Cost-effective inbound and outbound outsourcing solutions for a variety
of industries for customers in USA, UK, Canada and Australia.
ND GLOBAL SOLUTIONS believe in being a customer-centric and people-oriented service company.
We are providing true customer satisfaction with care. This is not only help us in long lasting
partnerships, but also develop but also develop a level of satisfaction for our customer’s offshore and
outsourcing needs. The essential ingredients of our business policy are based upon universally
accepted ethics and moral values enabling us to offer real value, leading edge technology solutions with
quality, enhanced efficiency and sustained credibility. The same principles, combined with our organic
business development model, help us deliver affordable business and technology solutions for our
customer’s Business Process Outsourcing needs. The Inbound Technical support and Customer
Services is our core focus area and ND GLOBAL SOLUTIONS provides integrated customer service.
Our Employees
Behind every work of whatever nature, are the people who work. The traditional managerial approaches
were the terminology known in the past only. The more hard working and loyal the work force, the more
successful are the organizations. With the visionary approach of the directors, the emphasis is on
training people creating leadership qualities. By the grace of God, the employed work force consist of
Hundreds now only in few months, including various categories from professionals to job specialists,
skilled, semi skilled and non-skilled workers. ND GLOBAL SOLUTIONS is a people centric team,
employing some of the highest rated professionals who have made an impact on the BPO Industry for
clients in the Canada & North America, Europe, Australia, and South East Asia. This is reflected in our
being an equal opportunity employer with a difference; we proudly bestow preferential offers to
individuals who are physically and economically challenged. Mutual respect, honor and dignity are
culturally ingrained in the Future Linkers professional environment and we believe that this is our core
differentiating attribute that has enabled us to attain a unique position of strength amongst industry
leaders.
Our Mission
We believe in contribution towards the betterment of all, the people and the country, by providing
opportunities for employment and striving for the imports substitution, by way of making investments. We
are a customercentric, people-oriented service company that is dedicated to satisfying off-shore and out-source needs
of our customers. We shall remain on the leading edge of technology to offer solutions with quality,
enhanced efficiency and sustained credibility. Universally accepted ethics and moral values are
essential ingredients of our business policy. The world turning out to be global village at a rapid speed,
the imperatives are also changing fast. To be able to embrace the future challenges, quality products
conforming to international standards and quality competitive services and innovation are the key words
for success in future. The future lies in prosperity of the country and people and investments is the key
word. Appreciating that the innovations is key word for future challenges, the
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Company has diverted its resources towards meeting the future demands. We endeavour to be a leading
business house having reputation and recognition as the ones who are the providers the top quality goods
and services as ever.
Why Us
Businesses intent on growth simply cannot cost effectively develop the same inhouse level of sophistication in technology and human resources. By outsourcing customer service and
sales, businesses preserve capital resources, reduce cycle time and improve corporate performance.
Our core competence lies in our ability to handle inbound and outbound traffic for telemarketer and/or
telesales expertise for a variety of customers and verticals. The calls managed and categorized into
Outbound Calls and Inbound Calls. Outbound calls include Advisories, Sales Verification, Customer
Services, Surveys and it is usually the Call center agent who calls the client. While F
Inbound Calls include Inquiries, Technical Support, Inbound Sales and various Customer services and in
this situation it is the client who calls the call center agent. ND GLOBAL SOLUTIONS is especially
qualified in handling complex, unscripted calls in our industry segments that focus around areas including
inbound/outbound. Our Integrated technology setup enables management of both inbound and outbound
operations using voice, e-mail and fax touch points. You get a single integrated client interaction platform
to your customer to build long terms relationships. Our long term commitment to quality is the basic
principle the company was established on. Our business process is developed through working
experienced and modeled on standard international Business practice. Out unique blend of people,
technology, extensively trained and experienced agents, guarantee that is we always responsive to your
customer’s needs. Our contact center not only saves valuable, resources but also generates higher
customer satisfaction and improved loyalty. We understand each customer is different, that is why our
intensive training programs are geared toward preparing the most capable agents for your needs.
Outsourcing your customer care department with ND GLOBAL SOLUTIONS Call Center is most important
strategic decision you will make to stay ahead of the competition and retaining customers.
Our Vision
Our vision is to be the best BPO in the world that trains, promotes and employs the under-privileged
human talent. Our vision is to engage individuals and the corporate entity such that it binds corporate
social responsibility and ethically sound individuals for a lasting mutually beneficial relationship. We
believe in contribution towards the betterment of all, the people and the country, by providing opportunities
for employment and striving for the imports substitution, by way of making investments. We are a
customer-centric, people-oriented service company that is dedicated to satisfying off-shore and outsource needs of our customers. We shall remain on the leading edge of technology to offer solutions with
quality, enhanced efficiency and sustained credibility. Universally accepted ethics and moral values are
essential ingredients of our business policy
Nature of Work
The work we have done has mainly been commission based, fixed charges depend on the client proposal
therefore we do not take payment of work until the client is happy with the sales or leads that they have
received, and happy in our book means that the sales are genuine and qualified by the clients expectation.
Our objective is to fulfill the needs of our customers and clients to the high standards we have in place and
provide the most efficient service within these quality guidelines. In relation to this we have contacted
agents in the UK, Canada & Australia to develop more work for us as we are very confident that we can
provide results to international companies. We have representatives in the form of agents who deal with
clients in the UK, Canada & Australia on our behalf, so if there are any issues or problems you will have a
dedicated contact who you can deal with.
ND GLOBAL SOLUTIONS
Strategies
Strategies we utilize to achieve targets and get sales are formed by firstly developing a complete
understanding of the campaign that we take on. We enforce the fact that the client we work with provides us
with complete information of the product or service they are selling and also any previous selling points that
they have found to be effective in selling their product or service. On top of that we have our own strategy
team that work very closely with the information provided to develop as many selling points as possible and
implement them in an original and effective calling script. This script is then forwarded to the clients to proof
read and then either update it or approve it for going ahead. We have found that the script is probably the
most important aspect at the start of any campaign as without having an effective and positive script the
campaign is destined to fail. So we make the script a priority at the start of the campaign and run trials and
tests to get it refined, to do this we may run along two or even three different scripts to see which is getting
the best results. At the end of the script trial run we conclude the best script and advise the clients of this and
concentrate fully on utilizing all man power on the success script. Once our agents are confident on the
product or service they are selling we then emphasize the fact that agents use a more natural approach and
rather then read a script continuously actually utilize the knowledge they have gained to sell without simply
reading off a script, this way the conversation sounds more natural to the prospective sale and increases
conversion from what we have found from the past. Another strategy and aspect of a successful campaign
is the Data, from experience we have found that data is the life line of the campaign. If the calling data is bad
and not targeted then the results will mirror this. Therefore again we need as much information from the
client with regards to who their target market is. In relation to generating data, we can obtain data
depending upon what the clients target market is but if the client has existing data that they know is very
relevant to their market then we would prefer to use that. If the clients want us to generate the data then
there is a fee for the data as we then have to purchase this from other sources, we are able to advice of this
cost once we have established the target market as the cost differs depending upon the type of market.
Inbound Call Center Services: These services are designed to help your company gain customers, reduce
expenses, and increase revenue. A team of live operators to process inbound telephone calls to sell your
products, offer customer care or customer support, as well as dispatch and process messages. Outbound
Call Center Services: Services designed to handle outbound telephone calls. This is mostly used for
telemarketing (also known as direct marketing) but has other applications including customer retention
programs, list cleaning, follow up calls, market research, customer loyalty or customer care programs, and
subscription renewal.
We provide clients with
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Higher quality telephone and web-based customer service and sales operations .
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To provide best quality services to the client fulfilling their expectations .
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To provide services of low cost and high quality than the competitors .
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Maximum customer value . Lower base operating costs .
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Professional corporate philosophy and culture .
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To provide telemarketing and data entry services which best suites the client’s budget
We deliver through
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Specialized computer telephony technologies .
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Call center development experience .
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Professional corporate philosophy and culture .
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Systems and Network Engineering .
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Human resources management and process expertise .
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Customized call handling applications .
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Commitment to customer satisfaction, retention and relationship building .
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Comprehensive and ongoing training programs
Inbound Services
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Help Desk .
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Customer support .
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Order Taking .
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Seminar / Class Registration & RSVP .
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Sales / Lead Capture . Brochure Requests .
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Credit Card Transaction Processing .
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1-800 / 888 Response .
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Order management .
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Superior inbound call routing features that include call overflow and automated menu selection.
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Handling high volumes of calls and different product catalogs .
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Billing query resolution .
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Calls answered on the behalf of the client company
Outbound Services
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Telemarketing .
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Product promotion .
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Surveys .
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Market Research .
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Customer Service .
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Follow-up telemarketing calls to keep communication chains alive .
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Email marketing to ensure that B2B contacts are aware of the impending sales call .
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Polling .
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Voice-based customer service .
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Social media marketing to keep the prospective customers informed about updates and new
developments in price tags, offers and discounts .
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Account maintenance .
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Order booking
Data Entry System
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Data Processing .
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OCR / Scanning .
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Document Management .
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Data Cleansing .
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Word Processing / Formatting .
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Data mining and warehousing .
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Data entry from product catalogs to web based systems .
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Online data capture services .
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Data Tagging XML .
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Analyzing data and developing DTD/Schema .
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Proofing, Validation and QC Audits .
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Data Mining
ND GLOBAL SOLUTIONS
Unique Services
Orders on Disk .
Faxed and Mail-In Orders .
Recovery of Downloaded Orders .
Order Retrieval via E-MAIL or BBS .
Accessing P.O. Box .
Resolving Credit Card Denials .
Mailing Labels .
Credit Card Processing .
Telecommunications services (Voice, Data, Internet, Facsimile) .
Email and chat management .
24/7/365 non stop quality service .
Call Center Services (Interactive Voice Response and "Live" Operator) .
Reports
Trainings
We provide extensive training for the call centre services and back office functions. We help our clients
to generate maximum revenue through customized BPO solutions like cross-selling, up-selling,
customer service, telemarketing, order taking, answering service, lead generation and other BPO
services. For the call center agent, spreads over 2-4 weeks, 6hours a days, and 5 days a week
according to the client demand/requirement and has been divided into four parts. The first segment is
accent neutralization, second part consists of telephone skills, customer service, address verification,
sales training & techniques and the third part comprises of product knowledge and finally the mock call
session for the final assessment of the agent. Working in coordination with the quality assurance
department, hands on training is also provided to the agents when ever required. The most essential
part of the campaign is the quality of calls done by staff to generate sales, in order to achieve a high
standard we provide staff with coaching and continuous training so that they have the best knowledge
and desire to sell. Training on new campaigns start as soon as we have had go ahead from client and
also all relevant material associated with the product or service. Training may last from between a week
to up-to two weeks at the initial start so that we are sure all staff is competent. Our staff are dedicated
individuals who are confident and understand the fact that if they do not sell then they will not get the
additional commission bonuses on their pay that they desire. Therefore we have found that they are
more eager to do well and push for success on every person or business they speak to.
Services Provide By Us
Telemarketing: Our talented team will work with telemarketing executives seamlessly pursues your
specific business needs and goals. They have required experience and expertise to convince and
motivate your customers across the globe. Our telemarketing team has the expertise and skills to make
your outsourcing project a success story.
Customer Support: Our talented team of customer care executives provides end-to-end solutions to all
the needs and requirements of your customer. Our team of customer care executives has an in-depth
knowledge about your business requirements, which helps them to provide tailor-made solutions,
whenever required. ETC ND GLOBAL SOLUTIONS offers a wide range of services to its customers and
Telecommunications is one of them. Needless to say that like all other services offered; in
Telecommunications also ND GLOBAL SOLUTIONS stands out from the rest in the business.
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• Inbound Services
•Customer Service
•Customer Care & Retention
• Order Taking
• Toll Free Services
• Up Sell / Cross Sell
• Lead Capture
• Conference & Seminar Registration
• Fulfillment
• Lead Generation
• Customer Follow Up
• Customer Acquisition
• Live Phone Support
• IVR • Email Response
• Direct Response
• Help Desk
• Live Web Chat Services
• Click To Talk
• Telesales
• Emergency Response
• Bilingual / Multilingual Service
Quality Assurance
We are committed to provide solutions conforming to International standards, through constant up
gradation of technology and processes, in order to ensure consistent quality for our customers. Quality
ensuring reliability and Customer satisfaction Quality is a passion at Flinkers and the aspects of high
quality permeate every department here. The strong process orientation translates into real benefits
like reduced cycle times, improved customer satisfaction scores and better cost efficiencies. At ND
GLOBAL SOLUTIONS, we offer customer care with emphasis on relationships, speed, expertise, and
cost control. We strive to ensure that our customers will get exceptional interactive customer care and
enjoy quality assistance.
Every business solution has advantages and disadvantages, and an outsourced contact centre is no
exception. ND GLOBAL SOLUTIONS strength lies in being able to maximize the advantages of
outsourcing your contact centre and minimizing the disadvantages. We are able to achieve these
results through collaboration and continuous communication between ND GLOBAL SOLUTIONS, your
company, and the customer. Quality is assured.
Reports
The Quality Assurance reporting plan comprises of daily, weekly and monthly accuracy and speed
level reports. Reports on the agent's performance trends may also e-mailed to the client. Reports sent
are customized according to the customer's specific needs.
Targets
We always have an initial target set by client of what they expect us to achieve on a weekly or
monthly basis, but we are only able to realistically agree with targets after we have done a trial run on
the campaign which will normally last a month. After the month we provide client with full data on calls
made and results achieved and with this in mind we are able to set realistic targets to what is
achievable, again as we work on commission basis only we do not take payment from Client on sales
until they are happy and have confirmed that the sale is genuine, we also do follow up calls on sales
that we have generated in order to confirm completion of sale.
ND GLOBAL SOLUTIONS
Privacy Policy
We encourage you to review our privacy policy regarding the use of information given and the
information you provide us through any source.
About Policy
WE KEEP THE INFORMATION THAT YOU PROVIDE US STRICTLY CONFIDENTIAL AND PRIVATE.
THE MOMENT YOU PROVIDE YOUR INFORMATION, IT BECOMES OUR RESPONSIBILITY TO
MAINTAIN THE PRIVACY OF THAT INFORMATION. WE NEVER SELL THE INFORMATION TO
ANYONE ELSE IN ANY CASE. THE FOLLOWING POLICY GIVES YOU DETAILS ABOUT THE
PURPOSE OF COLLECTING THIS INFORMATION ALONG WITH THE PROCEDURE FOLLOWED.
WE CAN ALWAYS CHOOSE A WAY TO COLLECT AND USE THIS INFORMATION AS PER THIS
POLICY.
Your Personal Information
YOUR E-MAIL ADDRESS AND OTHER PERSONAL INFORMATION ARE SAFE WITH US. WHEN YOU
CONTACT US, FILL OUT OUR FORM, OR LEAVE YOUR INFORMATION WITH US THROUGH ANY
OTHER INTERACTION. YOU AUTOMATICALLY SUBSCRIBE TO RECEIVE E-MAILS. HOWEVER, WE
DO NOT EXCHANGE OR RELEASE YOUR PERSONAL INFORMATION WITH ANY OTHER
ORGANIZATION OR THIRD PARTY, IN ANY FORM.
Use of the Provided Data
THE INFORMATION WE HAVE COLLECTED FROM YOU CAN BE USED BY US FOR MANY
PURPOSES. FOR INSTANCE, THIS INFORMATION IS USED FOR THE ORDER PLACEMENT
PROCESS, OR TO SEND ORDER CONFIRMATION E-MAILS TO YOU. OUR CUSTOMER SUPPORT
CENTER MAY ALSO USE THIS INFORMATION TO CONTACT YOU FOR ANY QUERIES ABOUT THE
ORDER. WE ALSO BEAR THE RIGHT TO USE YOUR INFORMATION TO SEND UPDATED E-MAILS
AND ANY NEW SERVICES THAT THE COMPANY INTRODUCES FOR IMPROVEMENTS.
ND GLOBAL SOLUTIONS is an INDIA based company with established presence in GOA. We had
excellent specialize in sales based processes in both B2B & B2C, Lead generation, Sales, Inbound and
Outbound Service, Data Entry, existing customer follow up service as well as many other services. We
work with you throughout to ensure that your objectives and standards are met. Our commitment to
technology helps to offer our customers the most advanced solutions on the market. ND GLOBAL
SOLUTIONS offers a fully integrated service solution designed to meet the needs of businesses using the
Internet to communicate with customers. For retailers, B2B marketplaces, companies selling services
online, companies providing tier 1 tech support, or those simply communicating with customers online.
We provide the customer care you need.
Contact Information
ND GLOBAL SOLUTIONS
598 Montizenha Building 2nd floor,
Above Kamat Hotel,
Old Market , Margao, Goa
Cell: +91 7774082949
+91 7774052949
+91 832 2741684
Www.ndglobalsolutions.com
Email: [email protected]