Amigo Groups

1. Amigo Groups 255/2, N.S.C. Bose Road Kolkata - 47 Email : info@amigogroups.com

2. An Introduction… 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.)

3. Vision & Mission… “To be an integrated RIGHT sourced services provider of choice, through providing high quality managed services ”

4. Objectives… 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.

5. Corporate Profile… 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

6. What we do… Inbound Help Desk, Customer Services Outbound Telemarketing Market / Customer Research, Customer Acquisition Programs, Mortgage, Telecom, Claims, etc.

7. Infrastructure and facilities… 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.

8. Technical Characteristics… • Predictive Dialer • Automatic call Distributor • Cisco Routers • Voice Switch • Alliance FIBER Connectivity • Bandwidth : 2 MBPS • Fiber connectivity for bandwidth for backup • Localized PSTN Connectivity

9. Technology Reports… 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.

10. Agent Profile 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

11. Recruitment Process… Vacancy Internally filled External Candidates Internal Job Postings Empl. Referral Scheme Walk - ins Print Advt. Online Advt. Application for Promotions / Transfers Screening CVs Group Discussions Written Test HR P. I. Personal Interview Speech Test (Tel.) / Selling Skills Final Interview (HR, Ops., Trg.) Decision Decision

12. Typical Training Calendar… TRAINING SCHEDULE FOR NEW RECRUIT: Day –1 Introduction and Induction to the Company Induction To the Company Organization Chart Sharing the Vision and Mission of the company HR Policies Growth Path Administration Standard Operating Procedures.

13. Contd… Day-2 Call Center Overview- Operations Experience sharing –1 TL and 2 Agent Meeting with the Management What’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

14. Contd… 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

15. Contd… Accent Training Product and Process Training Day-12 Product Training - 2 Hours Day-13 Script Practice - 2 Hours Call Barging - 2 Hours Mock 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

16. InductionProgram… CRA joins INDUCTION Skill Based Organizational / Operational On – the - job Individual Self-Analysis HR / Admin. Policies Training Need Analysis (Immediate Superior At Work -Station Organization Chart Classroom Training Mock Calls Evaluation Floor Rules Feedback to HR & Ops. SOPs Feedback to Individual

17. Quality Methodology • Planned Development and implementation of new services • Process control, audits and improvements • Transition monitoring • Contingency Planning • Data Integrity and security • Statement of direction • Planning and review process • Business strategies and plans • Management system review ENABLER PROCESS GOAL • Client and end user satisfaction & dissatisfaction • Service & quality • Key supplier performance • Process level efficiency • Resource utilization • Staff attrition & absenteeism • Staff satisfaction & safety PERFORMANCE DRIVER PLAN • Structured job descriptions, training and skills verification • Performance mgt, compensation & recognition • Work environment &Culture PEOPLE

18. Performance Management & Work Culture… WORK CULTURE & ENVIRONMENT Safe and healthy physical working conditions 360 degree feedback Free transport to and from workplace Round the clock subsidized cafeteria Much More….. PERFORMANCE MANAGEMENT Six monthly performance appraisals On the job reviews Reward and recognition Mentoring Performance appraisal linked to monitoring scores

19. Strength of MEGAS Edge on Price Performance Quality Deliverables Latest Technology Easy & Efficient Transition Process Campaign Specific Reporting (Daily, Weekly, etc.) Value Added Analysis & Reports

20. Director : Somenath Nag +919874445453 info@amigogroups.com PLease contact ….. for customized customer centric solutions!

21. Thank You 255/2 Netaji Subhas Chandra Bose Road Kolkata - 47 Email : info@amigogroups.com