XtraNet Technologies Private Limited

Transcription

1 XtraNet Technologies Private Limited ISO 9001:2015 Certified ISO/IEC 27001:2013 Certified BPO Profile July, 2017

2 About Us Who We Are What We Offer Founded in the year 2002, we are an IT & IT enabled service provider with broad range of verticals, delivering timely and quality results. We offer a wide range of IT & IT enabled services including ERP Implementation and Support, Application Development, Mobile Development, IT Infrastructure, Datacenter, Call Center, etc.

3 About Us Certifications and Associations ISO 9001:2015 Certified ISO/IEC 27001:2013 Certified NSIC Registered Oracle Gold Partner Microsoft Gold Partner HP Enterprise Gold Partner

4 Vision, Mission & Values Vision Mission Values Become Market Leader Implement Innovative Solutions Provide Exceptional Services Continual Improvement to achieve Customer s delight Provide best place to work within communities we serve To grow all round Professionalism Teamwork Commitment Accountability Ethics

5 Our Services Enterprise Consulting Application Development IT Consulting Services ERP Offerings IT Infrastructure BPO/ITES

6 Our Services BPO & Call Center Services

7 BPO & Call Centers BPO & Call Center A proven track record of 10+ years of experience in providing BPO services. At XtraNet, we have developed & customized an integrated BPO platform leveraging the state of art infrastructure, technology skills and well-laid down human policies. XtraNet has acquired brilliance in delivering enhanced levels of customer satisfaction with our stringent quality practices coupled with smart people and pragmatic management practices; the primary element that separates us from our competition.

8 BPO & Call Centers BPO Infrastructure XtraNet operates a scalable and robust technology infrastructure consisting of Proprietary and customer developed applications and a completely converged secure global network. All critical components have redundancy and are designed to seamlessly allow Redirecting traffic from one network to another. XtraNet can integrate its systems with their client applications to align with client business process.

9 BPO & Call Centers Features Toll Free and Geography specific Toll Numbers Awaya certified Predictive Dialer 24*7 Support VPN Connectivity to secured communication 100% Voice Logger and Voice recording 16 E1 & PRI Lines between XtraNet and Client Location HP Enterprise Class Servers Database for B2C and B2B Campaigns In-Built resilience to ensure 100% Uptime. Quality focused operation Technology driven services

10 Current Voice BPO Services Processes For Telecom Domain XtraNet is providing services for Dealer Helpline, Directory Enquiry, Welcome Calls, First Bill Call, Billing Collection Call & other customer relationship-building calls within the telecom service Subscribers of MP& CG Circle. The call center caters to the need of inbound as well as outbound calls. The details of the various processes are as follows: Inbound Activities Outbound Activities

11 Voice BPO Services Outbound Welcome Calls First Bill Calls Collection Calls Retention Calling Inbound Credit Monitoring Proposed Barring Zero Usage Hands Health Checked Multiple Connection Verification Close looping on SR Raised Customer Satisfaction Address/Tele Verification Calls Enterprise Business Calling Dealer Help Line Activation/Deactivation Directory Enquiry Service

12 BPO & Call Centers Services Key Capabilities ISO 9001:2008 Certified ISO/IEC 27001:2013 Certified Serves 24*7*365 Running successfully 300+ seats call center Quality focused operation Technology driven services BPO Customers Vodafone Essar Spacetel Limited Dishnet Wireless Limited (Aircel) Tata Teleservices Limited

13 BPO & Call Center Services Structure Our Call Center has the following features and deliverables:- The working Hours are 16 hours i.e. in three shifts. The Calls distributed through Automatic Call Distribution. The script involved is as per requirements of Clients. Predictive and Progressive Dialer Facility 100 % Call Recording facility Internal & External Quality and Audits Training facility

14 BPO & Call Center Our Team Operation / Project Manager Shift / Assistant Manager Technical Support Executive Team Leader/Coach Trainers Quality Analyst MIS Executives Call Center Executives

15 BPO & Call Centers Roles & Responsibilities Administration Manager sees overall Admin work of the project. Operation Manager is responsible for the overall performance of the center. Shift Manager takes care of the output from his shift with proper motivation and functioning of Call Center executives. Team Leaders completely look after the performance and output of their team. Call center Executive are our work-force, they provide desired output from their desk. MIS Executive clears the picture by generating day to day MIS and provides timely reports to the clients.

16 BPO & Call Centers Roles & Responsibilities Quality Analyst monitors day to day quality parameters, follow Audit Process, quality of the on board Tele callers and improvement in the overall quality scores. maintain call Trainer is like a mentor at XtraNet, he/she train the new manpower, provide skills training, Product Knowledge and Scripts training. He will also work for the regular knowledge test of team and provide refreshers as per requirements. In addition to above said personals we keep dedicated Technical Support Executives who are there for smooth functioning of Call Center working in respect of the technical terms.

17 BPO & Call Center Key Capabilities of Team Our Call Center Executives have the followings capabilities to handle the In Bound and Out Bound calls Good Listening Skills Good Communication skills Written and Spoken Good Service Aptitude Ability to handle stress Willingness to work as a part of team Our Recruitment process involves an aptitude test, essay writing, voice test, typing test and finally a personal interview.

18 BPO & Call Centers Our Infrastructure & Technology Details Awaya, Interact CRM and NEC CC Switch having facility of auto calls distribution & MIS generation facilities 300+ Physical Desks with manpower & PC (Networked with updated Security Solutions) 3 Operation Managers, 15 Team leaders, 8 Quality Analyst, 4 Trainers, 5 Tech Support onsite MPLS for Data and E1 - PRI connectivity CCTV Surveillance, Fire Safety & Biometrics Access Control System Application Software for Tele-Calling, Analysis, Supervision and MIS Generation Auto Dialer (Predictive & Progressive) for outbound Campaigns & Voice Logging facility

19 BPO & Call Centers Our Infrastructure & Technology Details Team Adequate office space (14000 Sq. Ft.) with required infrastructure for running the center with power backup (UPS with 45 Minutes & 100% DG backup) Integration with automatic call distribution (ACD), interactive voice response (IVR), and computer telephony integration (CTI) LAN Setup for entire Network with Switches, Cisco Router & MROTEK Modems for WAN DOT Licenses for International, Domestic Call Center & Tele-marketing center

20 Customer Service Credentials Customer Service Experience in customer retention / Customer Query handling in Telecom / ISP Call answer within Service Level, First call resolution, Fault dictionary for speedy resolution. Partner Mentality % engagement top to bottom rapid response to ever changing customer needs. Scalable in terms of infrastructure, manpower and processes. Solutions aligned with customer needs to achieve improved Customer Satisfaction.

21 Customer Service Credentials Quality Monitoring Consistent and committed delivery of value to our customers and innovate to continually improve our offerings by review of people, and processes. Well documented policies and processes ISO 9001:2008 Innovation and continual improvement integral part of our QMS framework Six Sigma methodology for continual improvement of processes and performance.

22 BPO & Call Centers Differentiators Clients expect delivery, clients demand delivery and delivery is what it boils down to at the end of it all. Delivering results is our primary focus at XtraNet. Our quest is to develop partnerships with each of our clients, identify opportunities, manage obstacles, define and exceed goals and target to achieve success. Know Customer Service 10 years Unblemished Customer Retention/ Proven Delivery Model Solutions Aligned with Customer Needs Improved Guest Experience

23 BPO & Call Centers Differentiators Multi-Channel Solutions Supportive Innovations in response to customers Managed Efficiencies Proven cost effectiveness while improving customer satisfaction Scalability Resource and Manpower Partner Mentality Total Engagement Top to Bottom Rapid Response to ever-changing needs

24 BPO & Call Centers Talent Acquisition & Retention People are the most critical component of XtraNet s quality delivery mechanism. It hires best-ofbreed talent, train them assiduously and provide them with a winning and growth-oriented work culture that emphasizes on continuous learning, achievement, best practices and attractive reward schemes. XtraNet encourages intra / entrepreneurial managerial talent and the ownership of responsibility. All team members are selected strictly based on established criteria considering customer's requirements & screened and tested for English language skills, both written and spoken, as well as pressure taking capabilities.

25 Our Activities & Memories

26 Contact Us XtraNet Technologies Private Limited extranet Technology Solutions LLC Corporate Office Z-24, Zone - 1, M.P. Nagar Bhopal (M.P.) INDIA Telephone: , Website : Mail : info@xtranetindia.com Corporate Office P.O. box , 405, 4 th Floor, Al Khaleej Center, Bur Dubai, Dubai UAE Telephone: Website : Mail : info@extranet.ae

27 Thank You Thank You