Vibrant Infocom Pvt Ltd

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Contents

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Overview

Our Value Proposition

Management Team

Building the Team Talent Acquisition

Retaining Program

Vibrant Security Practice

Growth Program

Value Proposition

Engagement Program

Overview

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Business Process Services Company supporting the

Customer Lifecycle:

• Acquire new customers

• Support customer transactions

• Renew customer relationships

Industry Expertise

• Consumer Electronics

• Call Centre (Voice and Non Voice)

• Logistics

• Retail Chains

• IT & Software Support (Web Designing, Software

Development, Ecommerce)

Our Value Proposition

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Our Focus: The 3 V’s

• lets us quickly adapt to — even anticipate —

change in the marketplace and your business

• throughout the organization allows us to quickly

see and address problems and opportunities

• to our staff, customers, and shareholders — is

considered and upheld in all we do

Key differentiators

• Consistency: Seamless delivery from multiple

geographies

• Investment: Technology and Infrastructure

• Thought Leadership: Proactive account

management

• Executive Engagement: Senior-level account

sponsorship

• Results: Customer references

Velocity

Visibility

Value

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Management Team

Sundeep Doshi

CEO

Prosenjit Chatterjee

Assistant Manager-Operations

Avishek Mukhopadhyay

Team Leader

Associates

Sumit Chakraborty

Team Leader

Associates

Abhishek Chatterjee

Human Resource and Talent Aquisition

Abhilash Jena

Sr. Executive - IT

Pradip Chatterjee

Executive-IT

Sudipta Sarkar

Training & Quality

Santosh Shaw

MIS

Sujata Sarangi

Centre Manager

Process Flow- Inbound

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Start

Escalation to

Monitoring

Team

Understand

the query N N Y Take action

Y

the issue – Provide the Ticket number

End

End

Document and Dispose the enquiry in

the CRM

Explain the resolution (Template) – Resolve

Document & Dispose the call in

the CRM

Provide Ticket number and

Escalate to Monitoring Team

Provide Ticket number and

Escalate to Monitoring

Team

Explain the resolution –

Resolve the issue – Provide

Ticket number

Understand the query and decide if the resolution

can be provided immediately/later

Receive Email Notification Greet the cx + Basic profiling activity (Name, Number, etc)

Email received

L1 Agent logs into CRM

Inbound Call recieved

Process Flow- Monitoring Team

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START

Warm Transfer

MA understands & decides if the

query can be resolved immediately

N Y

End

(NR, NA,)

End

End

N N Follow up on the

TAT

Y Y

End End

Issue resolved – call the cx and inform the resolution – update CRM

Issue resolved – email reply to the cx with resolution – update CRM

Escalation team will follow up

Connect with ASPs/SPs& align the unresolved queue

Dispose & update CRM Check if the query is

resolved

Dispose call (NR, NA, RNR,etc)

Non - Connect Connect Connect Non - Connect

MA calls the ASPs/SPs

Document & Dispose the call in

the CRM – Close the ticket

MA calls the ASPs/SPs

Resolve the issue – Call the cx and inform the resolution

Check if the query is resolved

Connect with ASPs/SPs & align the

unresolved queue N Follow up on the

TAT

Email will remain in the queue for the Escalation team to attend

Offer a call back – Provide the

Ticket number

MA receives an email from

the L1 agent

MA receives a call from the

L1 agent

Monitoring Agent (MA) logs into

CRM (L2)

Process Flow – Escalation Team

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resolution

Y

End

Resolve the issue – Connect with cx – Close the Ticket and provide the Ticket number – Update CRM

Escalation Team takes up issues pending for a long time

Connect with ASPs & SPs to provide

Get the TAT and follow up

Update CRM and move

query back to queue

Start

N

Process Flow- outbound

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Process Flow- Monitoring Team

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Technical Architecture

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Transition Strategy

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Project Management:

We follow a four-phased approach for Transitions that includes Project Management & appropriate knowledge transfer, based on industry best practices & Project Management principles

Phase 2

Plan

Phase 1 Initiate

Phase 3 Execute

Phase 4 Close

The Methodology

• Touch – point review at the end of each phase to ensure quality & consistency. [Weekly Project Call]

• Ensures that all implementations are captured in the Project Dashboard.

• Delivers Process Transitions from the Client’s site to Vibrant’s service delivery site with a thorough

understanding of the processes on an As-Is basis that would mirror the Client’s best performance

center.

• Follow a time lined, documented & seamless handover to Operations.

Building the Team Talent Aquisition

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Mock Sales skill assessment during the interview process

PI mapping for Team Lead, QA and Trainers on the program

Optimizing the Team Using Analytics to Drive Performance

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Vibrant uses analytics throughout our business to drive success

Hiring – Predictive Index (PI) to place Professionals in roles that fit well within a

range of personality types

Disciplined use of CRM tools – allows for better data gathering/modeling down the road

Subject Matter Experts – SME’s can have a significant role as specialization become

greater

Root Cause Analysis of a call anatomy with score carding

Campaign Analysis of productive vs. non-productive results based on effort required to

generate revenue, Lead scoring, etc.

Predictive Modeling to apply effort unevenly to campaigns or customer target groups

based on past success/failure

• Requires a defined and consistent process & dispositions

• Potential augmentation of additional data

• Requires minimum number of positive outcomes

Vibrant Security Practice

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Client Level Security

Access cards, specialized security

agencies, building security systems

• Building security systems

• Round the clock High Security

• Restricted facility access

• Restricted swipe–card access to delivery areas

• Access by multiple levels of security

• Dedicated operations area for clients

• Restricted physical and network access

Firewall, separation of LAN and internet;

passwords and restricted access

• LAN: isolated and secured

• Need based access

• Firewall and archival facilities

• Password-protected network and

telecommunications access

• Internet access only for customer

project

• Encrypted Site to Site VPN Connectivity

Need-based access, periodically

reviewed

• Confidentiality contracts and NDA

Background checks

• Strict norms for information storage and

data disposal ( electronic and physical)

Physical Security

System / Network level security Associate Level security

Retaining Program

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Centre

Growth Program

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IJP

CDSP

GCW

OD

• The Organizational Development program rolls out different training programs which is linked to the overall LEAP program under Vibrant.

• Through Get Certified at Work program, we enable the agents to enrol into work related Certification courses while working. We pick up their tuition fees provided they stay with us for a certain time period

• Career development & succession planning is a program to train our best agents to take on Lateral & Senior roles. Areas of training includes Creative and Critical Thinking, Data Analysis, People Management etc.

• Internal Job Postings program ensures all vacant positions are advertised internally through emails/posters & fill most of the lateral positions internally

Engagement Program

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Value Proposition

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A Flexible Partner that can Scale and Innovate

• Customer Service experience

* Outbound & Inbound * Business focus * Account Management/Share of Wallet Growth • Disciplined call center management

•Flat executive management structure

•Rock-solid financials and ability to invest in growth

•Use of technology to streamline operations

•Experience using & implementing analytics to

improve performance

•Robust infrastructure for Regional Coverage on and

Global Scale

Vibrant Infocom Pvt Ltd

Thank You

Contact Details

Mr. Sundeep Doshi

Phone no- +91 9830071157

Email id-

sundeep@vibrantinfocom.net

insunny29@gmail.com

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