vcare call center india is leading offshore call center services and business outsourcing provider...
DESCRIPTION
Vcare Call Centers India (p) Ltd., is a wholly owned subsidiary of the US Corporation Call Centers India Inc. The center is a 100% IP based network and uses CISCO technology. Our quality of Inbound and Outbound call center services are unbeatable and hard to find anywhere elseTRANSCRIPT
India’s one and only end to end CISCO based IP network
www.vcarecallcenter.comVcare Call Center http://www.vcarecallcenter.com
Contact Center Services by Call Centers India
India’s one and only end to end CISCO based IP network
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
India’s one and only end to end CISCO based IP network
www.vcarecallcenter.comwww.vcarecallcenter.com
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.comwww.vcarecallcenter.com
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.comwww.vcarecallcenter.com
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.comwww.vcarecallcenter.com
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
India’s one and only end to end CISCO based IP network
www.vcarecallcenter.comwww.vcarecallcenter.com
Non Voice services• Web services
• Chat
• SMS chat support
• Programming services
• Web based programming
• PHP programming
• Custom applications
India’s one and only end to end CISCO based IP network
www.vcarecallcenter.comwww.vcarecallcenter.com
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.comwww.vcarecallcenter.com
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.comwww.vcarecallcenter.com
India Facility (Photos)
India’s one and only end to end CISCO based IP network
www.vcarecallcenter.comwww.vcarecallcenter.com
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.comwww.vcarecallcenter.com
Call Flow
Link
India’s one and only end to end CISCO based IP network
www.vcarecallcenter.comwww.vcarecallcenter.com
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.comwww.vcarecallcenter.com
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.comwww.vcarecallcenter.com
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.comwww.vcarecallcenter.com
OfficesUSAUSA701 Fifth Avenue Suite 4200 Seattle, WA 98104
INDIAINDIAVcare Call Centers India (P) LtdE-25, Sector-63NOIDA 201301India9891107474
Email: [email protected] Website: www.vcarecallcenter.com