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BNK International Contact Center

BNK International Contact Center. “ It will not suffice to have Customers that are merely satisfied.” - W. Edwards Deming. Building Trust and Loyalty. Our Mission.

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BNK International Contact Center

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  1. 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

  2. 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

  3. 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

  4. Core Competencies of BNKe • 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 BNK International Call Center

  5. Our CompetitiveAdvantage • 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. BNK International Call Center Contd…

  6. 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

  7. OperationsOverview • 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 BNK International Call Center

  8. The People Process of Selection • 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.. BNK International Call Center

  9. The People … contd. Criteria taken into account for selection • 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.. BNK International Call Center

  10. ThePeople … contd. 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 BNK International Call Center

  11. 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

  12. Present Client Base 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) BNK International Call Center

  13. Infrastructure - Systems • Voice Network includes: • Nortel Meridian 61C and Passports 7480 • Mosaix Dialer • Symposium Call Center Server • Nice Voice Logger • Data Network is built on: • Compaq and Advantech Servers • Compaq and IBM Workstations • XLR and Baystack Switches • Internet Connectivity through Cisco Routers • Firewall with in-house Web, Mail and FTP Servers BNK International Call Center

  14. Voice Network US End Indian End US PSTN Extensions CAN CONNECT TO ANY OTHER PLACE AROUND THE GLOBE T1s IPLC T1s US Local Exchange Carrier Nortel M3903 ELAN Passport 7480 Passport 7480 Meridian 61C Avaya MOSAIX Dialer Symposium Sever Baystack XLR Baystack Other Servers CLAN Voice Logger BNK International Call Center

  15. DataNetwork Application CTI PDC Predictive Database EIC Servers XLR Baystack AgentWorkstations BNK International Call Center

  16. InboundCall Routing Digital Extensions Nortel M3903 Inbound Calls (CLI, DNIS) ACD with Skill Based Routing Meridian 61C ELAN Symposium Sever XLR BNK International Call Center

  17. OutboundCall Process Transfer Call on Live Answer Agents Avaya MOSAIX Predictive Dialer T1s Passport 6480 Database Server XLR BNK International Call Center

  18. 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

  19. BACK OFFICE PROCESSING BNK International Call Center

  20. CONTENT DOCUMENT CONVERSION Conversion of printed text matter into: HTML format SGML format XML format PDF format Other proprietary formats BNK International Call Center

  21. Insurance Claims Processing • 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 BNK International Call Center

  22. BNK International Call Center

  23. Contact us at BNKe. Solutions Pvt. Ltd. Infinity Towers – Fourth Floor A3 Block GP, Sector V Salt Lake City Kolkata 700 091 India Tel: + 91-33- 357 5194 / 95 / 96 Fax: + 91-33- 357 5197 E-mail: callcenter@bnkonline.net Web Site: www.bnkonline.net BNK International Call Center

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