Amigo Groups

Amigo Groups provides both B2B and B2C Call Center services, to a wide variety of clients of all sizes with vastly different needs.

(Outsourcing your requirements can be on a project-by-project basis or through developing a long-term more comprehensive partnership.)

“To be an integrated RIGHT sourced services provider of choice, through providing high quality managed services ”

To deliver the highest level of quality, customer service, and convenience for our clients.

To hire the best people available.

To continue to develop them for our clients through courses, seminars, and on-the-job training.

Responding rapidly to our client’s constantly changing needs, as well as to changes in the Call Centre industry.

To invest in cutting edge technology to meet and exceed our client’s expectations.

To meet industry standards and customer need in a timely manner.

To make a significant improvement in the quality of life by providing cutting edge technology solutions.

An International Call Center located in Kolkata having state of the art Infrastructure, Technology, Equipment and a dynamic group of professionals with extensive experience in the entire gamut of call center industry.

The company is able to draw on a wide range of unique skills and expertise to ensure that it’s client get the highest quality solution. We combine strategic technical, operational and organizational expertise with proven disciplined approaches.

Director : Mr.Somenath Nag

Inbound Help Desk, Customer Services

Outbound Telemarketing Market / Customer Research,

Customer Acquisition Programs, Mortgage, Telecom, Claims, etc.

Beautiful Facility in Kolkata.

Total Area : 2000 Sq. feet with capacity to expand to 6000 sq. feet in 3 Phases

Present Capacity :32 Seats (Single Shift), expandable to 100 Seats.

Built in Facilities : Redundant power with Back – Generator (120 KV); Cafeteria to support 24 hour Operation.

Predictive Dialer

Automatic call Distributor

Cisco Routers

Voice Switch

Alliance FIBER Connectivity

Bandwidth : 2 MBPS

Fiber connectivity for bandwidth for backup

Localized PSTN Connectivity

The VICI Dial Soft Application provides electronic daily, weekly, monthly and quarterly reports that are available (with hard copy back-up), outlining performance against metrics, costs, cost savings, quarterly highlights, etc.

The VICI Dial telephone switch provides full call detail reports including:

Calls answered

Calls abandoned

Average talk time

Ratio :Connects / Pitch

Other Features of VICI Dial soft : Digital Voice Recording, Agent Specific Call Backs, etc.

BASIC QUALIFICATIONS

Minimum 10+2 , Graduates are preferred

1-3 years experience

CRITICAL SKILL SETS

Computer literate

Ability to read and write English fluently

Typing speed of 30 wpm

Knowledge of telephone systems

Customer service skills

Basic product knowledge

Basic procedure knowledge

Exposure to western accents and culture

LOGICAL ABILITIES

Exposure to if / then analysis

Decision making abilities

Agility / accuracy with numbers

Analytical ability

Vacancy

Internally filled External Candidates

Internal Job Postings

Empl. Referral Scheme

Application for Promotions / Transfers

Written Test

Personal Interview

Decision

Walk - ins Print Advt. Online Advt.

Screening CVs

Group Discussions

HR P. I.

Final Interview

(HR, Ops., Trg.)

Decision

Speech Test (Tel.) / Selling Skills

TRAINING SCHEDULE FOR NEW RECRUIT: 

Day –1 Introduction and Induction to the CompanyInduction To the CompanyOrganization ChartSharing the Vision and Mission of the companyHR PoliciesGrowth PathAdministrationStandard Operating Procedures.

 

  

Day-2 Call Center Overview- OperationsExperience sharing –1 TL and 2 AgentMeeting with the ManagementWhat’s in it for them - The Big Picture

  Customer Relationship Management – CRM

Day-3 Akarasia and Learning Curve

Day-4 Communication Skills

Day-5 Telephone etiquette and Mannerisms

Day-6 Selling Skills

Day-7 Tele Sales [cont.]

- Test-1 -

Day-8 Accent Neutralization, basic grammar

Day-9 Learning the Phonetics and word stress, Recordings

Day-10 Intonation and Liaisons the American “T”, “R”, “L”.

Day-11 American Culture, States and People

- Test-2

Accent Training

Product and Process Training Day-12 Product Training- 2 Hours

Day-13 Script Practice - 2 HoursCall Barging - 2 HoursMock calls - 2 Hours

 Day-14 Product Quiz – Mock Call rating - Test-3  

Consolidate Test 1, Test 2 and Test 3 Results.Set Bench Mark

 Day-15 Go Live

CRAjoins

INDUCTION

Organizational / Operational

On – the - job Skill Based

Floor Rules

Organization Chart

HR / Admin. Policies

Individual Self-Analysis

At Work -Station

Training Need Analysis (Immediate

Superior

Mock Calls Classroom Training

Evaluation

Feedback to HR & Ops.

Feedback to

Individual

SOPs

DRIVER

ENABLER

GOAL

• Statement of direction

• Planning and review process

• Business strategies and plans

• Management system review

• Structured job descriptions, training and skills verification

• Performance mgt, compensation & recognition

• Work environment & Culture

• Client and end user satisfaction & dissatisfaction

• Service & quality

• Key supplier performance

• Process level efficiency

• Resource utilization

• Staff attrition & absenteeism

• Staff satisfaction & safety

PERFORMANCE

Planned Development and implementation of new services

Process control, audits and improvements

Transition monitoring

Contingency Planning

Data Integrity and security

PROCESS

PLAN

PEOPLE

WORK CULTURE & ENVIRONMENTSafe and healthy physical working conditions360 degree feedbackFree transport to and from workplaceRound the clock subsidized cafeteriaMuch More…..

PERFORMANCE MANAGEMENTSix monthly performance appraisalsOn the job reviewsReward and recognitionMentoringPerformance appraisal linked to monitoring scores

Edge on Price PerformanceEdge on Price Performance Quality DeliverablesQuality Deliverables Latest TechnologyLatest Technology Easy & Efficient Transition ProcessEasy & Efficient Transition Process Campaign Specific Reporting (Daily, Weekly, etc.) Campaign Specific Reporting (Daily, Weekly, etc.) Value Added Analysis & Reports Value Added Analysis & Reports

Director :Director :

Somenath Nag +919874445453 info@amigogroups.com

…….. for customized customer centric solutions!.. for customized customer centric solutions!