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Slide 1: www.vcarecallcenter.com Vcare Call Center India Contact Center Services by Call Centers India India’s one and only end to end CISCO based IP network
Slide 2: Outline I. About CCI • • I. • Technology Call flow Company Overview Key personal II. III. IV. V. VI. I. Services and capabilities • • • Reporting Implementations Differentiators Case Studies Contact information Voice services Non voice services Programming services Photographs of facility II. Facility • India’s one and only end to end CISCO based IP network www.vcarecallcenter.com
Slide 3: 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. India’s one and only end to end CISCO based IP network www.vcarecallcenter.com • • • •
Slide 4: 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. India’s one and only end to end CISCO based IP network www.vcarecallcenter.com • • •
Slide 5: 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. India’s one and only end to end CISCO based IP network www.vcarecallcenter.com • •
Slide 6: Services - Voice Inbound • • • • Order hotlines Customer service Support lines Handling call overflow 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 India’s one and only end to end CISCO based IP network www.vcarecallcenter.com Outbound • • • • • • •
Slide 7: Non Voice services • Web services • • • Chat Email SMS chat support Web based programming PHP programming Custom applications India’s one and only end to end CISCO based IP network www.vcarecallcenter.com • Programming services • • •
Slide 8: Web Based Solution.. • • • • • Data entry Mystery shopping Web chat & Email response Qualitative analysis Research services India’s one and only end to end CISCO based IP network www.vcarecallcenter.com
Slide 9: 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’s one and only end to end CISCO based IP network www.vcarecallcenter.com • • •
Slide 10: India Facility India’s one and only end to end CISCO based IP network www.vcarecallcenter.com
Slide 11: 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 India’s one and only end to end CISCO based IP network www.vcarecallcenter.com
Slide 12: Call Flow Link India’s one and only end to end CISCO based IP network www.vcarecallcenter.com
Slide 13: Reporting • • Complete CISCO reporting • Talk time • Average time to answer • Hold times • Wait time • Answer times • Wrap times Meeting all set standards / SLA’s India’s one and only end to end CISCO based IP network www.vcarecallcenter.com
Slide 14: 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 India’s one and only end to end CISCO based IP network www.vcarecallcenter.com
Slide 15: 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 India’s one and only end to end CISCO based IP network www.vcarecallcenter.com
Slide 16: Offices USA 701 Fifth Avenue Suite 4200 Seattle, WA 98104 206.441.7760 INDIA Vcare Call Centers India (P) Ltd E-25, Sector-63 NOIDA 201301 India +91(0)120 -4036501 Email: sales@vcarecallcenter.com Website: www.vcarecallcenter.com India’s one and only end to end CISCO based IP network www.vcarecallcenter.com