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Introduction

Data Infosys is the IT arm of Data Group of Industries. We are IT Solutions and Services Company commenced our voyage in the oceanic IT sector in April 1999. We have managed numerous outsourcing ventures ranging from call center services to offshore software development, from few thousand Dollars project to million Dollar projects.

Experience

We are already running 10 Call Centers covering 8 cities for Department of Energy undertaking Govt. of Rajasthan and 2 call centers for Bharat Sanchar Nigam Limited at the following locations :-

Department Of Energy:

• Jaipur ( Alwar & Bharatpur served from Jaipur)• Sriganganagar• Hanumangarh• Jaisalmer• Badmer• Jalore • Churu • Ajmer

Experience (Contd.)

Bharat Sanchar Nigam Limited (The No.1 Telecommunicationcompany and the Largest Public Sector Undertaking of India)

• Jaipur (Rajasthan)• Dehradun (Uttranchal)

Experience (Contd.)

We are operating our in house call centre for Technical support to our users. We are the pioneers in introducing customer support tradition via our first of its kind 24X7X365 technical support call center established in late 90s. ( since 1999)

Unique Features of DIL’S Call Centers:

• Interactive Voice Response (IVR) • Automatic Call Distribution (ACD) • Access by Telephone/FAX/Internet • Call Recording/Barging/Monitoring/Coaching • Third Party switch integration• Voice Recording • Inbound Fax/Email • Inbound Service level alerts • Internal & External Call Transfers • Overflow agent group queuing • Estimated wait time in queue • CTI Screen Pops • Call Wrap Up Information • Call Information History • Skills-based routing • Comprehensive inbound reporting • Internal Messaging

Overview of Operations at Department Of Energy Call Centers

DIL has accelerated well to establish customer care services for “No current complaints and Fault management” for Department for Energy.

Features:

• A Call Center with a clear 24 X 7 X 365 days environment.•Single easy to recall number 155333.•All complaints are recorded by the software in its database and transferred to designated staff within 5 minutes.•Complains are tracked and escalated followed up in the hierarchy.•MIS Reports are duly generated and furnished in 12 suggested formats of Department.•A CUG System with Mobile sets for keeping in touch with Officers and line men even surpassing the minimum specifications for managing complaints.

Overview of Operations at BSNL Call Centers

DIL is running Call Centers for Bharat Sanchar Nigam Limited in Rajasthan andUttranchal. We are serving a 30 seater and 18 seater Call Center in Rajasthan andUttranchal respectively round the clock attending almost 3000 calls a day related withbroadband, dial up, mobile and basic telephone.

Services Access round the clock help at the following:

• Toll Free number :- 1500 • 197- Directory unlimited • Queries and solutions provided for :-• Basic Phones :-

Complaints Transfer Shifting

• Mobile Phones WLL Mobile Internet :-Broadband Dialup

Overview Of Requirement Of Tourism Call Center

•365X24X7 operating call center on 1364 NUMBER•Automatic Call Distribution•Access by common Toll free Number•Call Recording/Barging/Monitoring/Coaching •Inbound Fax/Email •Internal & External Call Transfers •Overflow agent group queuing •Call Information History •Skills-based routing •Automatic operation via day and time project mapping •Comprehensive inbound reporting •Internal Messaging

The methodology DIL will adopt for managing Tourism Call Center:

•Fully dedicated and manned, 24 X 7 customer service centre. Availability on all holidays, weekends ‘Round the clock support’.

•Equipped with latest hardware and customized software (Complaint Management System) to meet specified requirements. ‘Updated technology’.

•Automated, software based report generation ensuring ‘no human intervention’ or manipulation. ‘Ensures authenticity of data’.

• Automated tracking to know in how many rings each call is picked. This enables to check and to ensure that all calls are picked within 3 rings. ‘Meeting SLA’.

• Feature to enable supervisor to barge in during a call to monitor quality of incoming & outgoing calls. ‘Taking assistance from Subject Matter Experts’

• Software enabled time stamping for all calls to minimize human intervention .‘Ensures Authenticity’

• Highlighting calls record in different colors to ensure timely escalation of required calls. ‘Meeting SLA’

• Strong search engine features to locate the customer in the available database. This in turn saves call-handling time, as agents do not have to feed in all details every time while logging call details. ‘Better work speed’

• Caller Line Identification feature to locate records in database on the basis of CLI. ‘Reduce call handling time’

• Multiple telephone line feature with single helpdesk no. ……………….

• Sequential call landing feature for even distribution of calls to available agents. ‘Even distribution of call load’

• In-house built software facilitates customizing as per client’s requirement. ‘Real time customization’

• Trained staff with both technical and soft skills to cater to customers. They comprise of graduates, postgraduates & MBAs. Staff will be trained to handle call pressure during peak seasons. ‘Work done by mature, professional hands’

Reporting / Performance evaluation:

Sample reports that can assist in better planning and decision taking…

1. Categorise statistics of calls/ complaints received- This can enable proper and required attention in the particular field. Also, helps in identifying problems and thus taking measures to rectify it.

CATEGORY WISE STATUS OF CALLS RECEIVED IN November’06 (Sample Report)

444Total823Total283Total1021Total

117Heritage Hotels

344General Info 865General Info

55General Info246Tariff Tariff

154Destinations20Cancellation251General Info4Cancellation

235Dates213Booking32Suggested Itinerary35Reservation

Fair and FestivalsTaxiDestinations/ ItinerariesHotels

The details here show the number of calls received of different categories, thus helping in taking measures to reduce it and to take steps in the particular field where attention is required.

440Total193Total91Total

24General Info

142General Info32Tariff

305General Info35Tariff0Cancellation

25Cancellation2Cancellation25Reservation

110Booking14Booking10Itinerary

Wild LifePackage Tours Palace on Wheels

3295Grand Total

Category wise Status Of Calls Received (Nov-06)

0200400600800

10001200

Hotels

Destina

tions Tax

i

Fair &

Festi

vals

POW

Packa

ge T

ours

Wild

life

Category

No

of

call

s

Series1

Time wise sample report of statistics of calls received- this can enable efficient staff management for a day during peak hours and also relaxing staff strength when not required. Ensures optimum utilization of staff during their working hours. Example: Number of calls received per hour on a particular day.

Calls per hour

0

5

10

15

20

25

30

1 3 5 7 9 11 13 15 17 19 21 23

Time

No

of

ca

lls

Series1

Sample report showing statistics of calls received- this can help in advance planning to hire temporary staff for various problem prone areas and in assessing the performance of the field staff, thus enabling better service to Tourist. Example: Statistics of no of calls received from May 2006 to Nov 2006.

Calls per month

0

2000

4000

6000

8000

10000

12000

May-06 Jun-06 Jul-06 Aug-06 Sep-06 Oct-06 Nov-06

Month

No

of

ca

lls

Series1

3295Nov-06

5104Oct-06

5928Sep-06

10304Aug-06

7814Jul-06

3919Jun-06

2728May-06

Technical equipment that are to be used in call center operations

• Personal Computers • Server• ISDN Modem Pair• EPBX with ISDN Port• VOIP Card• Recording Server

Features of Complaint Management Software

• Complaint Management System (CMS) keep track on Complaints/ Calls.

• Calls are escalated to higher levels of Hierarchy within the specified time.

• Using Complaint Management System (CMS) agents can search for the consumer from the data base using various search criteria.

• This ‘in-house’ built software calculates the number of rings in which an agent picks the phone.

• This CMS Software also searches for consumer data by their CLI and shows complaint status.Tracking and Escalation of complains.

• After compliance from field staff consumers are given a call to confirm rectification of error and their satisfaction.• • Records all Incoming or Outgoing calls.

• Provides on line reports that are accessible from anywhere.

• Daily and monthly generation of MIS reports as required by Department and sending through e-mail and hard copy.

Reports Complaint Management System (CMS) provides

• Calls attended after three rings.

• Complains were not escalated within 5 minutes.

• Complains summary Report (Turn Around Time for resolving complain).

• Repeat complains in a month more than three times.

• Category wise calls.

• Monitoring the number of calls category wise.

• Confirmation Calls to the customers for their satisfactory.

• Equating the amount of calls received and dialed in the call centre.

• Monitoring the login hours of agent.

• Evaluating the amount of calls registered and escalated by a particular agent.

DIL’S Merits

Our Portfolio: We are managing numerous outsourcing ventures of call center services.

• Our Team: We've got a talented bunch of management graduates, business analysts, customer service representatives, sales and marketing professionals in our energetic team.

• Tourism Sector Expertise: We are connected with RTDC and DOT since last 3 years and running portal successfully. We have sufficient domain knowledge of existing operations and the sate.

DIL’S Merits ( Contd.)

• Quality : The Quality framework at DIL is driven by our customized ISO certified processes and Customer Operation Performance Center (COPC) methodologies.

• Confidentiality and Privacy: DIL is sensitive to client’s concerns and ensures absolute confidentiality and privacy of any information that is given to us.

• Our Experience : We have over 7 years of experience of call center operations and are PIONEER in introducing this concept in the state.

DIL’S Merits ( Contd.)

• Quality : The Quality framework at DIL is driven by our customized ISO certified processes and Customer Operation Performance Center (COPC) methodologies.

• Confidentiality and Privacy: DIL is sensitive to client’s concerns and ensures absolute confidentiality and privacy of any information that is given to us.

• Our Experience : We have over 7 years of experience of call center operations and are PIONEER in introducing this concept in the state.

Questions ?Questions ?

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