A division to support Business needs of Telecom, Banking & Financial Companies.

Vision: To become the most admired Business partner in Areas of Digitization, Documentation, Call Center, Field Verification & Warehousing to Telecom, Banking and Financial Sectors across India.

Mission: Growth through superior Customer Service, Innovation, Quality and Commitment.

Riddhi Corporate Services Pvt Ltd. (RCSPL) is the most promising Business partners providing Cutting edge and Cost effective solutions.

Our Call Center Vertical

Over 4000 Sq Ft of own set up for Call center in prime location of Ahmedabad

Capability of Tailor made deployment of CRMs and Automated MIS by Inhouse IT Team. Capability to provide integrated end to end solution (Call center + Field operations) Trained and Experienced manpower well conversant with English, Gujarati and Hindi languages.

Predictive Dialling

Preview Dialling

Blaster Dialling – Agent Less

IVR Dialling

Real Time Monitoring & Reporting

Automated Dialing

Basic Dialler Features

Inbound Dialling

Timed Preview Dialling

Basic Dialer Features

Predictive Dialing with automated call distribution to ideal Agents, Skill based dialing

Timed Preview Dialing with specific preview time to view last trails of customer or agent feedback

Interactive Voice Recording System

Blaster Campaign to check contactable of accounts – DRY DATA TESTING

Timed Preview Dialing with specific preview time to view last trails of customer or agent feedback

Interactive Voice Recording System

Inbound Campaign Can handle incoming calls & route them to specific agent or any ideal agent

Real-time agent Monitoring like Login hours , Attempted calls , Success Calls

Reports with Data for multiple combinations

Dialler Benefits

Call Center Head

AM – Training

AM - HR & Admin

Project Manager

Quality Supervisor

Trainer

Quality Analyst

Assistant Manager

Team Leaders

Tele-Calling Agents

AM - IT

IT Supervisor

MIS Supervisor

MIS Executive

CALL CENTRE HIERARCHY

HR Supervisor

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Manpower & Recruitment

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Recruitment

Process

MANPOWER & RECRUITMENT

ADVERTISEMENT

REQUIREMENT

RESPONSE

MANAGEMENT

Not Suitable

Suitable

RESUME

SCREENING

Interviews with HR & Line Managers

Found Fit for the position

Internal Database

update for other positions

Found unfit for the position

Internal Database updated

with Rejection reasons

INTERNAL DATABASE

PICK & MAIL / CALL FOR

INTERVIEWS

PERSONAL INTERVIEW

REFERENCE VERIFICATION

PROCESS ISSUANCE OF OFFER LETTER

INTERNAL REFERANCE

POSTING IN JOB SITES

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Training & Knowledge Management

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Employee Selection based On

Job Requirements

Training Level

Identification

Advance Level training

Prior Exposure in similar process

No exposure to Call Centre or similar

process

Elementary level training Advance

Report on Batch completion

Induction Training

Assessment & Trainee Performance

reporting

Role Plays Mock Calls

Call Barging

Live calling in assistance with

Mentor

Hand-holding by Trainers for

7 day

Training Plan

Report on completion

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Our Infrastructures

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RCSPL shall provide Infrastructure as per requirements stated.

Please refer to below snaps of one of our Call Centre facility…

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Call Centre Capabilities

RCSPL CRM

CALL CENTRE CAPABILITIES

DIALER BASED CENTRE FACILITIES

NON-DIALER CENTRE FACILITIES

COMMON FACILITES AT ALL CENTRES

ACD & IP Base Telecommunication

Structure: Outbound/Inbound Call Centre with BLENDED Licenses with 100 % call

recording

ACD & Telecommunication Structure: Outbound /Inbound Call Centre

with SYSTEM with 100 % recording

Dedicated Workstation Bays Client wise / process wise, AC

environment with proper lighting, Conference Rooms, Training Rooms

with adequate seating capacity & equipment, Discussions Rooms,

Pantry . Adequate Power backup arrangements at all center.

CTI Capability: IP based Auto Dialer

CTI Capability: EPABX Integration with the CRM vide .Other Software for

Agents Monitoring & Call Barging Facility

Networked Workstation with Computer System of adequate

configuration. Customized CRM (Tele-calling ), with all MIS &

monitoring reports

Any Requirement of System Integration will be specific to the

client need. As of now our Dialers and CRMs can be fully

integrated.

Auto Dialers

Digital PRI Phone Lines

Industry Standard IT Hardware

CRM Development as per Client

Requirement

High Availability of LAN & WAN

Connectivity

99.9 % Uptime

RCSPL provides end-to-end technology solutions customized to meet

the business needs of the Client

RCSPL CALL CENTRE TECHNOLOGY

Verification

Output Data to Client

Validations

Contact Status & Bifurcation

( as per work flow)

Output Data to Client

Automated MIS

Query / Service Request / Complaints

Additional # /Email ID

RCSPL– CRM FLOW

CRM & MIS can

be completely customized

Customer Interface

MIS Executive

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Reports

REPORTING CAPABILITIES - ACD

Call Routing • DNIS, ANI, Data Directed routing • Longest idle, Terminal, Circular routing • Multi Dimensional Skills-based routing • Multi Site Post Call Routing

Queue Messages/Attention Retainers • Wait-time & Queue Position Notification • Queue Optimization • Music on hold • Voice Mail

Other Reports • Hourly & Half Hourly Service level Reports • Abandon Call Report • AHT Reports • Agent wise Reports • Trunk Wise CDR Reports • Agent Wise CDR Reports

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Quality & Monitoring

CALL QUALITY OVERVIEW

At, RCSPL solutions are about customer service and aims at helping Principals in optimizing costs, setting-up & outsourcing operations, improving the quality & efficiency of service. We are performance oriented professionals with broad & in-depth knowledge of business issues and a thorough understanding of the challenges specific to Insurance Sector.

QUALITY AUDIT OVERVIEW

FOCUS ON CALL QUALITY

THROUGH EXTENSIVE

MONITORING

100% Call recordings and storage

Enterprise for real-time monitoring

Call Barging in silent barge and coach mode

Call recording search tool

Agent to QA ratio = 70:1

VOC and Data Capture audits

Agent performance scoring & analysis

FOCUS ON QUALITY

ZERO TOLERANCE POLICY

Zero tolerance imposes automatic punishment for infractions of a stated rule, with the intention of eliminating undesirable conduct. This Zero tolerance policy forbids persons in positions of authority from exercising discretion or changing punishments to subjectively the circumstances: they are required to impose a pre-determined punishment regardless of individual culpability, extenuating circumstances, or past history. It is used in reference to policy that spells out exactly which actions are forbidden. Zero Tolerance Policy specifically addresses Rude verbiage / behavior on Tele-calls or Field visits

ZERO TOLERANCE

Calling to be done as per the predefined quality

parameters

Call Monitoring by QA as per the SLA

Radom floor visit by QA/ TL/ AM/

Manager to monitor call

quality

Call rating

Rude Fatal <60% 60%To70% >70%

PIP (Thrice)

Warning letter-Once

Termination

Improvement No

Yes

Tele-calling Agent makes call

ZERO TOLERANCE PROCESS FLOW

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Promote balance between Quality & Quantity

Focus on agent performance & satisfaction.

Actively monitor calls

Regularly coach agents

QUALITY AUDIT CONCEPTS

Weekly

refresher

training to be

conducted by

QA basis the

internal &

External evalua

tion

Immediate fatal

feedback to be

cascaded on

floor

Re- evaluation

of the CSEs

Training

document to be

prepared and

cascaded fatal

scenarios and

call handing

Refresher

training on

above lines to

be conducted

CALL LISTENING SESSION

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QA audits one call every day for all new joinees for a period of one month.

Calling standard and feedback are shared with the agent in the presence of the Trainer & the Manager for improvement.

For existing agents the QA audits calls on a regular basis and provides feedback to the agent in case the same is not up to the standard required.

For low performers, a PIP (Performance Improvement Program) is done during which separate one-to-one sessions are held with the agent and their calls are closely monitored by the QA

Development sheets are prepared for poor performers and are reviewed every month for improvement.

Call listening sessions are conducted every month in the presence of the team for better understanding of the self calls.

QUALITY AUDIT PROCESS HIGHLIGHTS

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MOTIVATION & RETENTION PROGRAMMES

Rewards & Recognition Practice

R&R

PERFORMANCE BASED

INCENTIVE & FESTIVAL

BONUS

Other Retention Tools

INTERNAL GROWTH

PLAN

•Training

•Community Service

•Measurement

•Fun

•Responsibility

•Involvement

•Meetings

•Recognition

•Challenge

•Camaraderie

•Relationships

•Communications

•Vision &

Mission

•Exercises

Thank you for your valuable Time.