leading provider of value-added customer support / call center services an iso 9001 : 2008 company
TRANSCRIPT
Leading Provider of Value-added Customer Support / Call Center Services
An ISO 9001 : 2008 Company
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
www.greettech.com
Proven Expertise & Experience
• 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
www.greettech.com
www.greettech.com
Our Team
• Vastly experienced and highly trained Customer Support professionals
• Operate from a highly secure and hi-tech facility
www.greettech.com
Our Approach
• Offer customers immense flexibility
• Customised services • Total quality assurances • Operate in real time • Benefits from Hour 1
Domain Expertise & Competency
INDUSTRY EXPERTISE
PROCESS COMPETENCIES
SERVICE CHANNELS
Contact • Voice • Email • Fax• White Mail
Transaction Processing
Blended• Voice &
Email • Voice &
Transaction
Transaction Processing• Mailroom & Scanning• Plan Building, Claims Audit, Help Desk,
OPR• Order Fulfillment • Account Maintenance• Application Processing• Fulfillment Services
Outbound Voice • Telemarketing• Lead Generation • Database Building /
Cleaning • Soft Collections• Welcome Calls• Provider Calls
Inbound Voice • Customer Care• Collections• Technical Help Desk• Service Provisioning • Product Support• Cross-sell & Up-Sell• Directory Enquiry • Member Calls
www.greettech.com
Quality Control Systems
Initially 1 call per agent per day for a week
Start
Agents on Calls
90%Exceeds
Between 60 to 90%
Less than60%
TL & QA Team Monitor Calls Using Voice Logger
Agent given formal feedback by Team Leader & Quality AnalystBucket (A)
If in a fortnight achieves > 80% moves to Slot A
Agent not pulled out of productionBut put on refresher training Bucket (B)
If in a week achieves > 60% Moves to Slot B
Agent removed from production for further training & mentoringBucket (C)
2 Calls PerWeek
5 Calls Per Week
Agentson Calls
1 Calls Per Day
www.greettech.com
Key Differentiators
• 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’
www.greettech.com
Key Benefits
• 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
www.greettech.com
Key Benefits
• 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
www.greettech.com
World Class IT Environment
US/UK/Australia
Remote PSTN Network
Remote VoIPGateway
WAN
ModemRouter
Configuration of VoIP minutes
AbovEdge/3rd PartyVoIP Gateway
Trunks
E1/T1/Analog
Recording Server
PC based PBX
CTI h/w onPCI slots
RJ 45To
RJ 11
KRONE Patch PanelAgent Floor RJ 11
TCP/IP
TCP/IP
Terminator near respective Agent PC
Campaign Manager
TCP/IP
Contact Server
Database server
PredictiveProportionalPowerPreviewProgressiveDialer
Report Agent
TCP/IP
Admin Console
Agent Console
Software ConsoleIndependent of
Licenses/Machines
Domestic Calls
www.greettech.com
Latest Technology Backup
• Latest technology environment… ensuring 100% reliability, flexibility and security
• IPLC links via diverse and redundant routes
• Redundant domestic loop• VPN connectivity for back up
www.greettech.com
Latest Technology Backup
• Back-up for all critical equipments
• Availability of captive power with redundancy
• Round-the-clock availability of technical services team
www.greettech.com
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
• Various parameters that have an impact on Quality in Customer Support are analyzed and evaluated for maximum customer satisfaction.
www.greettech.com
Quality Control - Call Evaluation Criteria
• Strict adherence to the parameters is maintained and agents are evaluated on a continuous basis on these parameters.
www.greettech.com
Quality Control - Call Evaluation Criteria
• Customer Query, Agent Response and Customer Feedback are noted and studied for uniform and consistent quality standards.
www.greettech.com
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: +91-80-30201853Email: [email protected] Website: www.greettech.com