Solutions

Quality…Comfort and Care……….

The organization born with an objective to provide best support to companies in enhancing the business and become an integral part of it….

Vision :

Mission :

Values :

Offering end to end business process outsourcing services through innovative application of relevant technologies.

We are committed to deliver and provide best solutions, in order to bring our affiliates to an excellent position in the market and in the mind of clients.

Integrity Quality with excellence Innovation Care and comfort Knowledge Sharing

Organisation - At a Glance

SMB+ Solutions has established in 2013 by professionals, having experience of more than 20 years of Telecom Industry and certified in Six Sigma methodology.

The Organisation is having it’s center at Mohali, Punjab with 12000 sq ft and enhancing it’s branches at Delhi and Mangalore. There are 260 employees working with us. The company has the right talent, tools, methodologies and assets to deliver the right outsourcing solutions.

SMB+ Solutions is engaged with top Indian and MNC companies in Telecom, e-commerce, Banking, Insurance, Medical and Education industries.

The organisation delivers the entire spectrum of business processes like Tele sales, Inbound and outbound processes, Verification, Data creation, enrichment and management, Business support customer care, collection, retention and analytics.

Contact Center Operation

4

1. Data Entry Operations2. Data Capture and Conversion 3. Data Cleansing & Standardization 4. Data Enrichment5. Data Validation through Calling

1. Setting up IVR’s 2. Creating Secured Payment gateway

for instant payments3. Automated out calling (Voice Blaster) 4. Automated Inbound SMS tracking

system

Outbound calling for:a. Telemarketing Servicesb. Appointment Setting Servicesc. Survey & Market Researchd. Lead Generation Servicese. Customer Acquisition

OUT BOUND TELE SERVICES

1. Customer Service2. help desk Support3. Interactive Voice response4. Inbound Sales.

INBOUND OPERATIONSDATA MANAGEMENT

1. Application inquiries.2. Product information.3. Customer Feedback.4. Complaint Management

E-MAIL SUPPORT INTERACTIVE VOICE RECORDING

1. Instant SMS on call closure2. Immediate Auto SMS on Quality3. Customer Feedback.4. Complaint Management

INSTANT SMS

Transaction to Experience

Differential Service Experience

• Grooming Telecallers based on process need

• Certification before getting agents into the floor

• Customer Ownership to complete End to End solution

Quality Control

• 100% call recording of all processes with backup• Call Audit

by Quality Team and feedback sharing to Agents

• Live Call barging facility to clients

Weekly Performance Review

Service Leadership through Customer Ownership

Weekly detailed review and action plan on remaining targets and missed opportunities

Target fixed with client based on

Opportunity

The steps towards the Success

Tele -executive engagement on opportunity loss and regular feedbacks enabling the productivity at the highest level

Repeat feedback and trainings to agents and team

Leaders on outliers

Hourly tracking of productivity of each and every process and daily monitoring of agents performance and making Daily Run Rate (DRR) are the daily heartbeat phenomena

Weekly R&R to boost

performance

Information Technology

CISCO is being used for Voice Infrastructure Predictive Dialer is being used for voice inbound and

outbound calling with IVR functionality All core equipments in HA (High Availability) Redundant VAN connectivity 100% voice recording Online transfer facilities of data to client’s server, CRM

or Dedicated Cloud

Advanced Technology

Data Security

Firewall is installed on network to prevent virus and unauthorized access.

D-link based L3 and L2 resilient network Secured information backup system is in place to avoid

data lost due to major network crash

Audit Process of call Center

Calls are recorded under surveillance of Quality Control Inspector.

QCI has authorized to hear both the parties

Live call barging facility is available to authorized persons and management team

we have an internal audit team which audits each call in quality parameters

Agent Monitoring through voice logging

Agents are being monitored through individual login and call records. All calls are being recorded for audit and improving customer service, individual training. Call log analysis done by team leaders and are used for agent monitoring.

We are using predictive Dialer upgraded version.

Our Presence

We are having set up currently at Punjab (Mohali).

Mohali being the centre location and having full telecalling infrastructure and with all modernised facilities.

We are enhancing our branches at Delhi and Mangalore as well very soon

Mohali

The Management TeamChief Executive Officer Sandeep Banerjee - having 20 yrs of experience in different industries across India.

Center HeadAbhay Sharma – Having 11 yrs of call center experience of both Inbound and outbound of national client like Vodafone, Aircel Idea etc.

AdvisorCol Jagdish Randhawa He has been associated in evolution of the telecom and BPO industries in India. Establishing Call Centers in top companies like Airtel, Spice (now Idea), Dr. IT etc.

AdvisorTushar Singh – IIT, IIMHaving 15 yrs of customer service experience across countries. Expert in large scale (nationally) BPO operations.

SolutionsPrimary Contact

Mr. Sandeep Banerjee

Phone: +919915049333

Email : sandeepbanerjee@smbpussolutions.com

Thank You…