Telecom Customer Care Process

THIS PROCESS IS NOT AVAILABLE
THIS IS ONLY FOR SHOW PURPOSE

Telecom Customer Care

INBOUND CUSTOMER CARE

Summary

About Client

Client operates in all the sectors of the communications chain with highly developed business in fixed-mobile communications and the internet.





CLIENT INFO  & HIGHLIGHTS ABOUT WORKING OF CLIENT

Client promotes a vision of innovation and technology as social enablers, supporting projects in the fields of digital education and cultural innovation. In Mobile, after the successful outcome of the 2013 price war, XXXXXX is restoring appropriate and sustainable value for data and the current usage patterns of 3G Smart phones. At the same time, Client is opening to the entire customer base the unsurpassed 4G XXXX experience. XXXXX guarantees the offers of fixed-line telecommunications services and products (voice, internet, IPTV, etc) for private customers. XXXXX is continuing on the path of technological innovation and new services, focusing on maintaining technological leadership and to keep the promises made for the development of infrastructure.

Minimum no. of seats - 10 agents for 8 hours shift as per normal Indian working hours
3 shifts of 10 agents will be working 7 days a week, to handle traffic of the
Incoming calls to provide customer support on behalf of Client. 


PROCEDURE TO APPLY / STEPS INVOLVE IN PROCEDURE 

Documents Required  :

“Company Proofs” +  “Director/Owner Proofs”  +  “DOT”  +  “Company Profile”.

Documentation :

COMPANY PROFILE, COMPANY‟S REGISTRATION PROOF COMPANY‟S
INCORPORATION‟S CERTIFICATE AND DOT LICENSE.

ONCE YOU SEND US YOUR DOCUMENTS, WE WILL FORWARD YOUR DOCUMENTS TO THE CLIENT.
THERE WOULD BE REVERT BACK FROM THE CLIENT WITH 2-3 WORKING DAYS.

Approval /Parameters:

ONCE YOUR COMPANY GOT SELECTION, THERE WOULD BE APPROVAL MAIL FROM THE CLIENT‟S SIDE AND THE TERMS, CONDITIONS AND PARAMETERS WOULD BE GIVEN BY CLIENT.


Client‟s and Center „s VC or Meeting ( Physical or  online ):


AFTER YOUR APPROVAL WE WILL ARRANGE A VC ( VOICE OR  VIDEO CONFERENCE OR PHYSICAL MEETING)  BETWEEN YOU AND CLIENT IN WHICH BOTH OF YOU WOULD DISCUSS  - A FEW TOPICS LIKE AHT, HIRING ,TRAINING, AUDIT OR CENTER LIVE ETC. ALSO THE DATE OF SLA. IT IS UP TO YOU THAT YOU WANT TO DISCUSS THESE TOPICS THROUGH VC OR THROUGH YOUR PHYSICAL VISIT TO CLIENT‟S OFFICE.

IF YOUR VC WOULD BE GOOD  OR OK THEN YOU WILL SIGN NDA (SEMI SLA) 

NDA:

WHATEVER YOU AND CLIENT HAVE DECIDED  ABOUT THE TERMS, CONDITIONS AND DATE OF SLA IN VC, ALL THESE WOULD BE WRITTEN IN NDA.

OUR COMMISION / ROYALITY / CHARGES

AFTER NDA,

WE WILL TAKE OUR  10 %  EVERY MONTH   AS ROYALTY

AND WE ARE READY TO GIVE YOU BG / CHEQUE / LC OF THE SAME OR WHATEVER YOUR LEGAL ADVISOR WANTS TO HAVE


OR

20 % ONETIME ROYALTY AFTER NDA BEFORE SLA.

Note: “10% or 20 % of total billing”

SLA:

AFTER SIGNING YOUR SLA , THE CLIENT WOULD GIVE YOU ADVANCE PAYMENT WITHIN 2-3 WORKING DAYS. AND TRAINING WOULD START WITHIN 5 WORKING DAYS.

Advance payment:

CLIENT WOULD GIVE YOU ADVANCE PAYMENT TO MAKE YOUR CENTER LIVE WITHIN 36-48 HOURS OF SLA.

AFTER SLA, TRAINING, HIRING AND CENTER LIVE ALL THESE WOULD GO ON.


NOTE:

THE PROCESS IS OF 1 MONTH ADVANCE PAYMENT. IT  MEANS CLIENT  IS GIVING  ADVANCE OF  ONE  MONTH TO THE CENTER, BUT, UNDER OUR ( COMPANY ) RESPONSIBILITY SO WE  WON‟T  TAKE ANY  RISK. WE NEED TO DO VERIFICATION OF YOU CENTER
+ DIRECTOR‟S + PROCESS IN CHARGE +  PHYSICAL EXISTENCE  OF YOUR CENTER + HARD COPY OF ALL DOCUMENTS WITH ORIGINALS, WILL DECIDE AND FIX DATE  LIKE :  HIRING , TRAINING ,
SLA ( SERVICE LEGAL AGREEMENT ) , 


Training:

A TRAINER FROM UK WILL COME TO CENTER‟S OFFICE TO GIVE ON-SITE TRAINING FOR 8 WORKING DAYS AND MAKE CENTER  LIVE. (WE WILL BE THERE TO SUPPORT AND HELP CENTER FOR TRAINING IN EASY WAY).

ALL THE EXPENSES OF TOWARDS THE TRAINER LIKE :  TRAVELLING , ACCOMMODATION, ETC WILL BE BORNE BY US (COMPANY).

8) Center Live:

WE WILL TAKE CARE TO MAINTAIN FOLLOWING SERVICES:

QUALITY, PERFORMANCE, ATTENDANCE, TECHNICAL ISSUES, TRAINING TO NEW AGENTS AND TO RUN THE CENTER FOR 1 MONTH. 


SOME OF PARAMETERS / CONDITIONS / REQUIREMENTS OF CLIENT

QS (Quality Score Card):

Call center needs to hit 84.99% quality at least which includes Following parts to be followed:

•    AHT
•    Customer Services
•    Quality parameters
•    Attendance.
•    CRM
•    CMS
•    Audit
•    Script

AHT:

Maintain the AHT which is 3.20 Minute to 4.5 Minutes as per the Maintenance Parameters in which a Shift brief will be there at the morning regards to server downtime or Anything’s regards to work schedule and on that time downtime AHT is not going to be counted some calls will be there who will cross 5 or 10 minutes or go beyond 30 mints as well but some call will be there below than 1 minute. We need to maintain average.

Thresh Hold Time:

Thresh Hold Time is and time which involves Absence of agent / ire-respective working timings (includes breaks , huddle etc . ) then Abandon is depend on threshold time which is allowed as 3 secs which is going to be calculated on CMS (Client  Management System) and
3 more seconds are allowed as leverage and on 7th Second call will be routed to some another call center.

Quality Parameters:

100 % is the target but 85 % is the minimum that you need to hit the score

-    By maintaining the 3.25 minutes AHT
-    100% CSAT Score which is going be counted as per 3 parameters

CSAT Scores are those scores which are   going   to be generated after getting customer satisfaction scores given after the end of each call by below mentioned ways
  • By Email
  • By SMS
  • By Call 


Quality Audit
Specifications


10 % for voice and Accent in which basic things will be calculated example “ Voice should be Clear to listeners + 15% Enthuse (Sound Loud and Clear ) + 30 % Customer Delight (At the end of the call 10 % customers says OK, Thank you. + if he Appreciate by himself then 20 % scores are goings to be counted) + And rest are of: “MTI - voice and accent, Vowels, Tone, Short Temper Etc

Attendance is 100 % required:

Call center need to give a  written email of the application to take a holiday / Casual leave by MHGC only 1 CL ( Casual Leave ) + 1 SL ( Sick Leave ) is  allowed  for  each agent in a month on 6 working Day.

Sunday will never be any allowed holiday / leave

Because of  any natural disaster / damage / mis-happing  or  any government /public violence by which / because of  what  call center is  not going to be perform/ live or work then MHGC will verify as per the application status, if it proved genuine then holiday/leave will be  allowed other-wise a warning letter  will be issued to call center. On third warning letter process/project may terminated. 


DOCUMENTS REQUIRED:

Proprietor Company

•     Proprietor Proof
•    Service Tax no
•    ID Proof
•    Pan Card
•    Address Proof
•    Company / Proprietor account details
•    DOT ( Department of Tele-communication) Certificate.
•    Process / Experience proofs ( If Any).
•    Office address proof ( Rent deed or Ownership proof )

Partnership Company

•     Partnership Deed
•    ID Proof of both of  Partners
•    Pan Cards of both of  Partners
•    Address Proofs of both of  Partners
•    Company / Partners ( both) account details
•    DOT ( Department of Tele-communication) Certificate.
•    Process / Experience proofs ( If Any).
•    Board of Resolution ( Signature authorities of partner )
•    Office address proof ( Rent deed or Ownership proof )

Private Limited Company

•     Certificate of Incorporation
•    MOA / AOA
•    Company Pan Card
•    ID Proof of both of  Directors
•    Pan Cards of both of  Directors
•    Address Proofs of both of  Directors
•    Company / Directors ( both) account details
•    DOT ( Department of Tele-communication) Certificate.
•    Process / Experience proofs ( If Any).
•    Board of Resolution ( Signature authorities of Directors)
•    Office address proof ( Rent deed or Ownership proof ) 

Limited Company

•     Certificate of Incorporation
•    MOA / AOA
•    Company Pan Card
•    ID Proof of both of  Directors
•    Pan Cards of both of  Directors
•    Address Proofs of both of  Directors
•    Company / Directors ( both) account details
•    DOT ( Department of Tele-communication) Certificate.
•    Process / Experience proofs ( If Any).
•    Board of Resolution ( Signature authorities of Directors)
•    Office address proof ( Rent deed or Ownership proof )
•    Public  Issues ( shares details )
•    Annual reports
•    Balance Sheets
•    Proposed / Existing network diagram

4 comments:

  1. Hi I am interested in this process.

    Please contact me on chandan_verma@outlook.com or +91-9967951924

    ReplyDelete
  2. Hello, We are a call center located in Cairo, we are working in both inbound and outbound calls process, we provide telesales, surveys and customer service, and we have enough seats and willing to outsource the services you need outsourcing, get a agent of your choice, willing to achieve your target, and get your satisfaction.

    Please let me know if you would be interested, my email is job.solutions@outlook.com

    ReplyDelete
  3. Hi I am interested in this process.

    Please contact me on - See more suhasij@gmail.com 9590666610

    ReplyDelete
  4. Hello Mr Sharma,

    I am interested in Italian Telecom Customer Care process.

    Please send me further details.

    Thanks and Regards!

    Shannu Punjabi

    ReplyDelete