company introduction · making every call count quality services delivered e-32, sector 63, noida -...
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Making Every Call CountQuality Services Delivered
24/7 SupportE-32, Sector 63, Noida - 201301
COMPANY INTRODUCTION
+91-999-0863737 0120-4570220
E-25, Sector 63, Noida - 201301
Brands we serve – India and International
PRESENTATIONINDEX
Executive Summary
Key personnel and Management
Services we offer
Services in a nutshell
Contact Center KPIs
Our Approach
Additional Services
India and US Facility (Pics)
Vision and Mission
Who we Are
E-25, Sector 63, Noida - 201301
WHO WE ARE
Mayur Call Center is a privately held organization and was incorporated in 2012. The company provides business process outsourcing solutions to small and large scale establishments.
Our primary service offerings include call center services, back office solutions, knowledge process outsourcing services, software development solutions, IVR services and Digital Marketing services. We operate 24/7*365 and are available to assist you with your business requirements according to your time zone.
Mayur Call Center is committed to delivering complete customer satisfaction to its clients. Our wide range of customer care services are aimed at providing a one-stop-destination to our clients where they can find solutions for all their customer support requirements. We hire the best and the brightest agents to work on our clients' projects and provide them extensive training to prepare them for the job ahead.
Key elements of Mayur Call Center:
• Management team having more than 20 years of cumulative experience.• 100% IP based network.• Well defined escalation procedures.• Proven Agent training programs and workshops.• Internationally practiced quality control and quality assurance strategies.
E-25, Sector 63, Noida - 201301
VISION AND
MISSION
Our mission is to provide exceptional experiencesto your customers in every interaction.
MISSION
VISION
Our vision is to provide business centric call center outsourcing solutions that could help our clients to enhance customer base and improve customer loyalty
for our clients.
E-25, Sector 63, Noida - 201301
EXECUTIVE
SUMMARY
• Mayur Call Center has a vast experience in offering call center services since 2012.
• Servicing mid-level and large multinational companies domestic and international.
• Call Center operations are based in Noida, a suburb of New Delhi (India).
• We are India’s one and only, end to end CISCO based IP network.
• The center is housed in a modern 11,000 sq. ft. facility.
• 3 levels of redundancy infrastructure with advance technology.
• 100% IP based network and uses CISCO technology platform.
• Electrical power and Internet connectivity are redundant.
MANAGEMENT
• Management team having more than 20 years of cumulative experience.
• The company is witnessing an accelerated growth rate of more than 10% quarter on quarter.
• Capacity of 400 stations, ramping up to 500 soon.
• In order to protect the confidentiality of business information and other trade secrets, each employee needs to sign a non-disclosure agreement as a condition of employment
• Restrict unauthorized access to any system• Access to a system only through password• CISCO ASA and firewall implementation• Network monitoring• CD drives and USB drives disabled on all systems• Application of domain level security.
Data security policies adopted by Mayurcallcenter include:
SERVICES
WE OFFER
Voice Services Back office (Non-voice) Programming/IT services Web Based services
Customer Service
Technical/Sales Support
Lead Generation, Appointment setting.
B2C and B2B Support
Telemarketing Services
Verification calls Social Media Services
Digital Marketing
Data Conversion
Apps development
PHP Programming
Custom Applications
Database Programming
Live Chat
Social Media Response
Research services
At Mayur Call Center, we offer superior customer service solutions.
These are customized to your organization’s needs and is achieved
by the combination of the following:
Help Desk Support Services
Product Entry
Form Processing
Software Developments
IVR Solutions
Email Support
Image Processing
Catalog Processing
Data Entry
Data Analysis
E-25, Sector 63, Noida - 201301
SERVICES IN A
NUTSHELL
Contact Center Services
• Inbound
• Outbound
• IVRS Development
• Tele Marketing
Digital Marketing
• Search Engine Optimization (SEO)
• Pay Per Click (PPC)
• Social Media Marketing
• Online Reputation Management
• E-Commerce Solutions
Back Office Services
• Live Chat
• Email Support
• Web Based Services
• Other Back office services
Special Projects
• Data Analytics
• Research Services
• Database Management
• Inventory Handling
• Custom Application
Development
E-25, Sector 63, Noida - 201301
CONTACT
CENTER KPI’S SPEED OF SERVICE ACCESSIBILITY QUALITY
• Average Speed to Answer – 90% of calls answered in 3-5 seconds
• Longest Delay in Queue – 60 Seconds or less
• Number of Ports – 5,000
• Hours of Operation – 24/7*365
• Abandon Ratio – 2-3% or less
• Team Leader to Agent Ratio – 1:15
• QA to Agent Ratio - 1:15
• Monitoring – Two call per agent monitored daily, Live call barging randomly
E-25, Sector 63, Noida - 201301
OUR APPROACH Compressed Timelines Superior Service
IdentifyClients needs
UnderstandClient’s current
process
Design thefuture state
process
Implementthe Outsourced
process
Reporting onKPI’s andMetrics
Work collaboratively with Client to identify the needs
Understand Client’s current customer service structure
Design the desired customer service process stage incl. development of CRM system
Outsource customer service operations
Daily reporting of Metrics and feedback loop with Client’s management team to address concerns
E-25, Sector 63, Noida - 201301
ADDITIONAL
SERVICES
• Access to 100% call recordings on demand
• 1 local DID # (0120 code) for accepting inbound calls.
• Free welcome IVR message (for Inbound calls)
• IVR message for off hours
• Logs of incoming calls that land during off hours available.
• Daily/Weekly/Monthly/Yearly MIS reports
• Weekly Audit Reports
E-25, Sector 63, Noida - 201301
SpeedDial
Technology
Best combination of Microsoft .net platform, Java, PHP and open source technology.
A platform can be relied on for vertical and horizontal scaling as per the performance and volume requirement.
The solution is flexible to provide appropriate Business Continuity Planning and Disaster Recovery requirement based on the client goal.
A well secured platform to rely on for Information Security and Data Integrity.
E-25, Sector 63, Noida - 201301
SpeedDial
Deployment
Architecture
convex
E-25, Sector 63, Noida - 201301
Agent Login
E-25, Sector 63, Noida - 201301
Agent CallSummary
E-25, Sector 63, Noida - 201301
Home
E-25, Sector 63, Noida - 201301
Real Time call Barging
E-25, Sector 63, Noida - 201301
Real Time User
Tracking
E-25, Sector 63, Noida - 201301
Real Time Dashboard
E-25, Sector 63, Noida - 201301
E-25, Sector 63, Noida - 201301
SpeedDial
Multi Center
Distributed Architecture
E-25, Sector 63, Noida - 201301
SpeedDial
High Availability
Architecture
E-25, Sector 63, Noida - 201301
SpeedDial
Disaster
Recovery
Local
• Server Hardware Failure• Hard Drive failure• PRI Card Failure• Database Failure• Dialer Application Failure• LAN failure• Center power outage.
Zonal
• Complete Center is Non-Operational
• Complete LAN Failure• Complete WAN Failure
AMC of All Critical Equipment
Identified Vendor for restore back the services
ASAP
Service delivery as per SLA
Move to Cold Site at Sector 2 Noida
Office FACILITY
(PICS)
E-32, Sector 63, Noida - 201301We look forward to working with You!
www.mayurcallcenter.in
ADDRESS
USA OFFICE- 430 N Milwaukee Ave, Suite 207, Lincolnshire IL-60069
UK OFFICE- 1125 Museum Blvd 44 Higher Ardw1, ick Manchester, UK – M12 6DA
(INDIA OFFICES)
Noida : E-32, Sector 63 Noida UP – 201301C-18 1st floor sector -2 noida
Gurgaon : 465 Tower B1, Spaze iTech Park, Sohna RoadGurgaon - 122018
Bareilly : Bareilly center Mayur TechnosoftIVRI Road Izzat Nagar Bareilly
Bengaluru : 326, Ground Floor, 3rd Main Rd,3rd Phase, JP Nagar, Bengaluru, Karnataka 560078
+91-999-0863737 0120-4570220