BPO Campaigns

Client is looking for Call Centres to manage our outbound, inbound calls and email support. 

Details:- 1. Centre will get 50,000 Rs per seat per month fix.

2. Extra incentives will be there.

3. Targets will be there.

4. Targets will be very light and achieve able.

5. Monthly payment.

6. Tax will be paid extra.

7. Employees should MBA in HR. Freshers can perform this job.

8. Data will be provided.

Scope of the work:- 1. Agents have to call job seekers and suggest them about newjob opening. 

2. We will call only people who are looking for job change. We may not entertain freshers.

3. In our job portal we are providing amount of 70% of first salary as a reward to jobseeker after successful interview making us unique. Hereby agents will suggest job seekers about this proposal of reward.

4. This reward will attract job seekers towards us and centre will be able to achieve targets easily.

5. Centre can start this project by having 5 agents in beginning and can increase up to 50 seats later on. 

6. Agents have to speak very polity with job seekers. 

7. Complaint will be treated as penalty of 5,000 Rs. 

8. Training will be provided.

9. Daily MID will be followed up.

10. Shift timings will be 9 am to 6 pm.

11. Saturday and Sunday will be working days.

12. One weekly of can be any day apart from Saturday and Sunday. As per desired by centre.

13. Targets:- Targets will be 20 Closings per month per centre for the salary package of 10 lacs Rs

Or 

40 Closing of salary package of 5 lac 

Or 

100 closing of package of 2 lacs

Per seat per month.

*Here the package means salary per annum for job seeker which is offered by Company who wants new employees.

Training: The trainer will check the agents, Technical Infrastructure and feasibility of the Centre based on which we will provide the master SLA to the Centre. Online site training for 7 days shall be provided.

Recruitment

Centre to recruit the advisor with the following skills.

·         Good Communication

·         Good Customer services Skills

·         Good Selling & Convincing Skills

·         Attitude & Stability

·         Good Analytical skills

·         Basic computer skills.

Hello Team,

For the first time we are offering Inbound & Outbound verification  Program.

They want to partner with Call Centers which can handle Inbound & Outbound appointment setting for their captive center. Hence, our tie-up is with the  Company and all Centers will be routed through our Counterpart.

1.     All calling data are provided by the Client.

2.     All Inbound Calls are routed from the Client’s Toll-Free to the Center.

3.     Payment is every month, in INR directly to Center’s Bank Account.

4.     Payout is 36500 Flat subject to Quality and SOW adherence.

5.     We require minimum 8-10 agents in Pilot Phase and maximum 100 agents per shift x 2 shifts.

6.     Growth is purely based on quality performance and management of inbound leads.

7.     First Shift Timing (IST): 9.30 AM to 6.30 PM

8.     Working Days Monday to Saturday for Two Weeks a Month (alternative weeks)

We require hard working centres that are willing to sustain operations on a flat payout of 36500 per seat per month (subject to quality and SOW adherence) and have a capacity to grow to at least 100 seats over a period of 4-6 months.

We would also be more than happy to work with a single Unit that can accommodate up to 200 agents, which meet the Client’s requirements, rather than manage 2-3 difference centres.

Please note commercials mentioned below:

Total Consultation, Including

1)   First Installment on
2)   Signup sla direct client

Please see the requirement received from Bangalore based E-Commerce Company. Client is a XXXXXXX associate group company.

Company : E-commerce based organization located in Bangalore is looking for a Call Center to take care of the Inbound  for them. 

Scope : Inbound calls, Chat Support, Order taking, Query Handling, Shipping and deliveries, Complaints and Customer Satisfaction.

Seats : Total of 30 Seats for Inbound 

Payout : INR 32,500 +Taxes for Inbound Agent 

Payment : Monthly basis to the center account directly.

Training : Will be given by the Client, Client will also provide CRM and other tools to the center.

Signup : Bangalore

Charges is Rs 7 lakhs + Travelling expenses

With reference to our conversation regarding Domestic Voice project. Please check all details about process & confirm me about your decision ASAP, with your company profile. As we have limited seats for process.

Project: - Inbound Customer Support Campaign for Counselling (DOMESTIC VOICE PROJECT)

We would like to inform you that client is an authorized partners for Airtel, Vodafone, idea, Aircel, BSNL for value added services. As we know about this VAS (value added services), It is helpful for us such as mobile entertainment, ringtones, games, caller tunes, messaging,cricket updates etc.

About Profile: The requirement we have it for counsellors who can give advice over the phone depending on users problem. It is very interesting and attractive profile for the females who needs job. We are just looking for the centers which have female employee who can give satisfactory answers to the user, who is using our value added services and paying us to get a satisfactory solution of their problems.

Agent Role: We have an urgent requirement for female candidates who can chat on chat id, attractive profile for them who likes chatting or counselling or making friends, here we are not looking for any kind of product knowledge or degree as profile requirement.

Designation - Advice expert (Counsellor)

Responsibility - Giving solution to the customers over the phone according to customer problems, it can be personal or professional.

Productivity hours- 10 hours

Technology Require- No technology Require, can start this process With SIM Cards.

Location – All Over India

Payout Slab: Rs. 50/hour to 150/-INR Based on city & performance

Agents Require- 15 Min. (Females Only)

Earning Aspects: Rs. 70 X 10 hours /day = Rs. 700 / day /Agent

Monthly income = Rs.700 X 30(Days) = 21000/month/Agent

Call Center Monthly Earning (Approx) = 21000X 15(Agents) = Rs 3,15,000/- Month

Documentation For Project:

Scan documents require for the process & hard copy of the same after self attestation.

>> 1. Company Profile
>> 2. Company Pan Card
>> 3. Company Address Proof
>> 4. Pan Card (Owner /Partner)
>> 5. Id & Address Poof (Owner /Partner)
>> 6. 2 Photograph of Owner (Owner /Partner)
>> 7. Signature (Owner /Partner)
>> 8. Thumb Impression (Owner /Partner)
>> 9. Company Stamp
>> 10. Signed Agreement (Get printout on Rs.-10/-Stamp paper)
>> 11. Service tax No

Dear Center,

We would like to present before you a great opportunity to work on It Tech Support Customer Services Inbound Campaign. The customer shall call up on our Helpline Number based on our Website IT Help Desk Customer Services. The calls would be routed to the qualified Centre and they are expected to support the customers and resolve any queries.

Process Details

Call Centre is willing to receive Inbound phone calls, through Call Centre, under its direct supervision of Technical Support Executive, support floor; from probable prospects and/or Probable customers for support and services, for windows/Mac base computers and enroll in our different service plans; to the residents of the U.S.A.

Terms And Conditions:

1.       Call Centre shall not exceed the 2 % call drop percentage

2.       Call Centre shall record all calls (100%) received in regards to the campaign and shall make available a recorded verbal call and verification of address in its entirety from each customer who agrees to accept and/or its Client’s program offer.

3.       Call Centre shall need to give a proper service to customers also take the remote access and show only genuine issues of the computers to the customers.

4.       Call Centre shall not hang up/disconnects any call until the customer disconnects the call.

5.       Call Centre shall meet the minimum quality service feedback from customers (90%).

6.       Call Centre should not take any financial information from customer. Information transmitted to Client shall include Full Name of the enrolling member

Training: The trainer will check the agents, Technical Infrastructure and feasibility of the Centre based on which we will provide the master SLA to the Centre. Online site training for 7 days shall be provided.

Recruitment

Centre to recruit the advisor with the following skills.

·         Good Communication

·         Good Customer services Skills

·         Good Selling & Convincing Skills

·         Attitude & Stability

·         Good Analytical skills

·         Basic computer skills.

Note: The Centre can recruit the advisors based on various tests like aptitude, listening, grammar & mathematical tests. (Scores should be more than 75% on each of the area)

Agents and Managers will go through the Client round before recruited.

Note: Preferred advisors who have worked on US inbound Campaigns. If fresher’s in the team then we strongly recommend a US (V & A, and Culture) training given to such advisors before the process training.

Process Training

·         Client will deliver the training for 7 working days (Saturdays and Sundays off), this training will cover the following  - Pre process training, process training, customer services skills

·         The Client will provide all training documents.

·         Centre to provide these printed documents in the form of a booklet to the trainees. (These documents are treated as Intellectual assets and should not be given to the trainees to carry outside the office zones).

·         We expect the Centre to provide a proper training room with the following facilities. (Projector, Whiteboard/Marker, Computers with proper windows license and CHROME, MS OFFICE)

·         Written and Listening tests will be conducted by the trainer and only the trainees who clear these tests would move for accreditation/ Certification process

Accreditation Process

·         After the training accreditation would take place after the training.

·         5 systems to be arranged by the Centre for accreditation. (Skype to be installed on these systems)

·         Accreditation results would be published on the same day and if any fail the retake would be done the next day. - 2 attempts and if the agent still is not able to clear he will not be entertained in any training batches at least 12 months.

·           The trainer to provide the accreditation certificates once the certification is over and will provide the trainees with their user ID’s and passwords for the web portal. (Passwords would be confidential and should not be shared with anyone apart from the user and the line manager)

Onfloor Support and Coaching

·         The trainer will provide a training + and training extra in the OJT phase (Daily 2 hours over 1 weeks).

·         The SME’s sent by the client will help the operations team by providing them Operational support in the development of the trainees.

Quality Support

·         The client would send the Quality expert to set up the Quality framework with the internal quality team at the Centre. This framework would include: -

o        Daily compliance checks.

o        Quality monitoring and feedback.

o        Calibration & Weekly Quality scores.

o        Complaints Investigation process.

o        XXX  will be conducted on a monthly basis and scores will be published

o        Agents scoring 2 or less for 2 consecutive weeks will be suspended from answering calls, and will undergo QIP process for 2 weeks.

Reports

·         Daily SPD Report (Template will be provided by the Client)

·         Daily Call Drop report (template will be provided by the Client)

·         Daily Attendance Report. (Template will be provided by the Client)

·         Daily Sales Log (Template will be provided by the Client).

·         EOD reports to be sent to the clients. (Template will be provided by the Client)

·         Weekly Sales Report (Template will be provided by the Client)

·         Weekly Centre Sales & Individual performance Report (Template will be provided by the Client)

·         Weekly Abandon Report / (Template will be provided by the Client)

·         Weekly Compliance Check Report (Template will be provided by the Client)

·         Weekly Cancellation Report (Template will be provided by the Client)

·         MTD Sales Report (Template will be provided by the Client)

·         MTD Attendance Report (Template will be provided by the Client)

·         Application Cancelled Report (Template will be provided by the Client)

Voice files -

·          All sales voice files should be available in the client ftp within 24 hours from the time the sale is completed. (Client to provide the ftp details)

Tech requirements -

·         For every 10 agents slot, the centre is required to provide 8Mbps data link - with redundancy

·         For every 10 agent slot, the centre is required to provide 2 E1 (IPLCC) links -with redundancy

·         2 Dedicated IBM servers - 3250 series needed (Call server, Application server, database server and control panel)

·         SANGOMA Cards on the call server.

·         1 Cisco Routers - 2900 series

·         Switches - 2 Cisco Switches of 2600 series

·         Systems - Processor-i3, 2 GB RAM, HDD 500 GB with Win7 OS installed, MS office licensed, licensed soft phones / hard phones, noise cancellation headphones.

·         All voice files to be stored for 2 years and all sales calls to be uploaded on the Client FTP server.

Documents required:

•           Company Profile

•           Company Pictures

•           Articles and Memorandum of Association

•           Last 6 months Bank statement

•           Director’s profile along with senior Management profile

•           Details of any 2 previous inbound projects handled

Steps for Process Procurement:

1. Company Profile Selection.

2. MOU Signup

3. Client Introduction

4. SLA signup.

5. Feasibility test by trainer.

6. Agents Onsite Screening

4. Onsite Training

7. Final Mock & Test Calling

8. GO LIVE.