BNK International Call Center

BNK International Contact Center

“ It will not suffice to have Customers that are merely satisfied.”  - W. Edwards Deming

Building Trust and Loyalty

BNK International Call Center

Our Mission

Add value to our client’s business by maintaining excellent communication with their customers, building trust and drawing loyalties through absolute

Customer Satisfaction.

BNK International Call Center

Profile

Located in Calcutta, India

Services available on 24 x 7 basis

Line of Business - Customer Relationship and Business Processes Management in English

Equipped with Computer Telephony Integration

Support for all types of calls i.e. voice(Inbound & Outbound), fax, e-mail, chat etc.

Fully equipped with back office support systems

BNK International Call Center

Inbound voice - Help Desk, Tech. Support - including web enabled interfaces

Outbound VoiceTeleservices, both B to B & B to C

Customer Service

Chat

e-mail Management

Back-office Applications & Processing

Core Competencies of BNKe

BNK International Call Center

Directly connected to the International Gateway Switch – no Local Loop – excellent Reliability & Voice Quality.

Redundancy at all critical system levels – Processors, Data & Voice Ports at Agent Workstations, UPS, SMPS and LAN Ports.

Fully equipped with state-of-the-art technology in all spheres of call center operation for effectively handling both Inbound & Outbound campaigns.

Uninterrupted and assured power supply backed up by UPS and generator set.

Our Competitive Advantage

Contd…

BNK International Call Center

Competitive Advantage … contd.

Customized Reports can be provided.

Computer literate, college and university educated workforce with neutral accent and fluency in English available in plenty in and around Calcutta

Cohesive management team involved in the project since inception.

Total commitment to quality.

Process driven approach for call centre management. Processes designed and developed by Ernst & Young.

BNK International Call Center

Ratio of CSR*: TL** : 10 : 1 Current Capacity : 300 seats All employees are permanent. No part time employees Short Term plan – increase 200 seats in 120 days on confirmed business. Long term plan – Have acquired 1.12 acre of land adjacent to present

facility to construct 150,000 sq.ft. of space for further expansion.

* CSR – Customer Service Representative** TL – Team Leader

Operations Overview

BNK International Call Center

Short-listing of likely candidates from resumes First round of telephonic interviews Second round of interviews ( by selection panel) Group discussion Personality tests Script reading Final selection

Contd..

Process of Selection

The People

BNK International Call Center

Knowledge, fluency in English Accent Social skills Positive attitude Personal needs, values and interests Personality traits Communication skills Inter-personal skills Basic computer knowledge Ability to work flexible hours Analytical, organizational and problem solving skills Ability to handle sensitive situations tactfully

Contd..

Criteria taken into account for selection

The People … contd.

BNK International Call Center

Measures for Employee Retention

Structured and defined HR policy with absolute clarity on career path for each employee

Endeavour to promote team leaders from CSRs only Monetary and non-monetary rewards and recognition Periodic employee satisfaction surveys Stress relieving measures Counselling and short training capsules Identification and recognition of “fast track” performers Flexible work arrangements when required Team building measures Corporate leisure and entertainment activities

The People … contd.

BNK International Call Center

Present Client Base

Inbound Services

• Offshore site navigation assistance to global users of Company Extranet including Application support. This campaign includes voice and e-mail management.• Offshore Technical Helpdesk

• Offshore Customer Helpdesk Support to customers of Health Insurance Company

• Off shore Order taking service for consumer product Company

Outbound Services

• B to B & B to C Telemarketing services to USA and UK

BNK International Call Center

Web-Enabled Services

We are also providing web enabled services to quite a few of our clients in the form of accessing and working on their database/ CRM through a secure VPN ( Virtual Private Network)

Present Client Base

BNK International Call Center

Infrastructure - Systems

Voice Network includes:Nortel Meridian 61C and Passports 7480Mosaix Dialer Symposium Call Center ServerNice Voice Logger

Data Network is built on:Compaq and Advantech ServersCompaq and IBM WorkstationsXLR and Baystack Switches

Internet Connectivity through Cisco Routers

Firewall with in-house Web, Mail and FTP Servers

BNK International Call Center

Baystack

US PSTN

US Local Exchange

Carrier

Passport 7480

IPLC

Passport 7480

T1sT1s

Meridian 61C

Extensions

XLRSymposium Sever

Other Servers

Voice Network

Baystack

Voice Logger

US EndIndian End

ELAN

CLAN

Nortel M3903

AvayaMOSAIX

Dialer

CAN CONNECT TO ANY OTHER PLACE AROUND THE GLOBE

BNK International Call Center

Agent Workstations

Data Network

Application CTI PDC Predictive EIC Database

XLR

Baystack

Servers

BNK International Call Center

Meridian 61C

DigitalExtensions

XLRSymposium Sever

ELAN

ACD with SkillBased Routing

Nortel M3903 Inbound Calls

Inbound Call Routing

(CLI, DNIS)

BNK International Call Center

XLR

AvayaMOSAIXPredictive

Dialer

Transfer Call on Live

Answer

Database Server

Agents

Outbound Call Process

Passport 6480

T1s

BNK International Call Center

Redundancies

Full Redundancy in respect of the following systems & network elements:

Data and Voice Ports at each Agent position

Dual Processor architecture on the Database Server. Hot swappable SCSI hard drives, redundant power supply and network interfaces

Redundant power supply, LAN ports and hard drives on all the other servers

Full redundancy of Control Processors in the PBX and Multiplexers

Redundancy of V.35 ports (for interfacing the IPLC)

Redundancy of UPS systems

Redundancy of IPLC with 1Mbps each on fiber on two different routes

BNK International Call Center

BACK

OFFICE

PROCESSING

BNK International Call Center

CONTENT DOCUMENT CONVERSION

Conversion of printed text matter into:

HTML format

SGML format

XML format

Other proprietary formats

PDF format

BNK International Call Center

 

• Processing Claims • Repricing of Claims• Data Entry (with Dual Validation) or Inload EDI• Adjudication (on line on client system) over secured VPN• Fix and Repair• Generation of Acknowledgement Letters, Unknown Claims and Final Rejects and their mailing

Insurance Claims Processing

BNK International Call Center

BNK International Call Center

Contact us at

BNKe. Solutions Pvt. Ltd.Infinity Towers – Fourth FloorA3 Block GP, Sector VSalt Lake CityKolkata 700 091IndiaTel: + 91-33- 357 5194 / 95 / 96Fax: + 91-33- 357 5197E-mail: callcenter@bnkonline.netWeb Site: www.bnkonline.net