inbound call center- vcare call center

India’s one and only end to end CISCO based IP network

www.vcarecallcenter.com

Vcare Call Center India

Contact Center Services by Call Centers India


www.vcarecallcenter.comwww.vcarecallcenter.com

OutlineI. About CCI

• Company Overview

• Key personal

II. Services and

capabilities• Voice services

• Non voice services

• Programming services

III. Facility• Photographs of facility

I. Technology

• Call flow

II. Reporting

III. Implementations

IV. Differentiators

V. Case Studies

VI. Contact information



About Call Centers India

• Call centers India is a Washington based corporation.

• Headquarters are in Seattle, WA• Operations are in Noida India, a suburb

of New Delhi India. • The Indian corporation Vcare Care Call

Centers India (p) Ltd. is a wholly owned subsidiary of the US Corporation.

• Call centers India is a CISCO funded company.



About Call Centers India cont..• The center is housed in a modern

11,000 sq. ft. facility.

• 3 levels of redundancy for its

technological infrastructure.

• 100% IP based network and uses

CISCO technology platform.

• Electrical power and Internet

connectivity are redundant.



Key Personnel• Eric Anderson • Sandip Mehra• Geetika Mehra• Its management team has over 20

years of combined call center experience.

• Capacity of 1,000 stations.• Growing more than 15% quarter per

quarter.



Services - Voice Inbound

• Order hotlines• Customer service• Support lines• Handling call overflow

Outbound• Verification calls• Collections• Lead generation and sales support• Assessment of demand• Collection of useful information and arranging

appointments for the sales force• Market research• Customer satisfaction surveys



Non Voice services• Web services

• Chat

• Email

• SMS chat support

• Programming services

• Web based programming

• PHP programming

• Custom applications



Web Based Solution..

• Data entry

• Mystery shopping

• Web chat & Email response

• Qualitative analysis

• Research services



India Facility• Located in suburb of New Delhi,

India• Managed by experienced

professionals• Current capacity expandable to

1,000 seats• Access to world’s largest pool of

college educated workers



India Facility



Technology End-to-end CISCO based IP network Cisco Platform: Cisco call Manager as PBX Cisco Unity Voice Mail Cisco IVR

Cisco Predictive, Preview , Outbound ,24/7 Dialer

Ability to call and receive calls from over 30 Countries

PCs: Compaq Phones: CISCO IP 7940 series Headsets: Plantronics



Call Flow

Link



Reporting• Complete CISCO reporting

• Talk time• Average time to answer• Hold times• Wait time• Answer times• Wrap times

• Meeting all set standards / SLA’s



Implement• Project specs passed on to VCare

Client Manager• Train the Trainer• VCare-Client conference call with

Team Leader/Supervisor and Agents• Call calibration with Quality and

Operations Department• Production• Periodic reviews



Quality-Differentiators

• Quality evaluation of agents • One call per agent per day• Live monitoring• 100% call recording

• Team leader to agent ratio 1:9• Daily agent feedback.• Process transition manager.• Specified account manager• Defined escalation procedures



OfficesUSAUSA701 Fifth Avenue Suite 4200 Seattle, WA 98104 206.441.7760

INDIAINDIAVcare Call Centers India (P) LtdE-25, Sector-63NOIDA 201301India+91(0)120 -4036501

Email: [email protected] Website: www.vcarecallcenter.com

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