Leading Provider of Value-added Customer Support / Call Center Services An ISO 9001 : 2008 Company

Leading Provider of Value-added Customer Support / Call Center Services

An ISO 9001 : 2008 Company

Bridging the GAP between your customers’ support related needs and building Customer Delight.

We provide you a highly cost-effective, flexible and scalable Customer Support

Operation set up

www.greettech.com

Proven Expertise & Experience

• Integral part of India’s No.1 Financial Accounting Software Company - Tally Solutions

• Thousands of man hours of experience and expertise

• Handling thousands of calls daily• For customers across Asia, The

Middle East, Europe and Africa

www.greettech.com

www.greettech.com

Our Team

• Vastly experienced and highly trained Customer Support professionals

• Operate from a highly secure and hi-tech facility

www.greettech.com

Our Approach

• Offer customers immense flexibility

• Customised services • Total quality assurances • Operate in real time • Benefits from Hour 1

Domain Expertise & Competency

INDUSTRY EXPERTISE

PROCESS COMPETENCIES

SERVICE CHANNELS

Contact • Voice • Email • Fax• White Mail

Transaction Processing

Blended• Voice &

Email • Voice &

Transaction

Transaction Processing• Mailroom & Scanning• Plan Building, Claims Audit, Help Desk,

OPR• Order Fulfillment • Account Maintenance• Application Processing• Fulfillment Services

Outbound Voice • Telemarketing• Lead Generation • Database Building /

Cleaning • Soft Collections• Welcome Calls• Provider Calls

Inbound Voice • Customer Care• Collections• Technical Help Desk• Service Provisioning • Product Support• Cross-sell & Up-Sell• Directory Enquiry • Member Calls

www.greettech.com

Quality Control Systems

Initially 1 call per agent per day for a week

Start

Agents on Calls

90%Exceeds

Between 60 to 90%

Less than60%

TL & QA Team Monitor Calls Using Voice Logger

Agent given formal feedback by Team Leader & Quality AnalystBucket (A)

If in a fortnight achieves > 80% moves to Slot A

Agent not pulled out of productionBut put on refresher training Bucket (B)

If in a week achieves > 60% Moves to Slot B

Agent removed from production for further training & mentoringBucket (C)

2 Calls PerWeek

5 Calls Per Week

Agentson Calls

1 Calls Per Day

www.greettech.com

Key Differentiators

• We provide your customers world-class support without additional manpower or technology

• No infrastructure pre-requisites • Commence operations, literally,

from Hour 1.• Infrastructure fully geared for

‘immediate deployment’

www.greettech.com

Key Benefits

• Immediate and immense Cost and Time Savings

• No “Minimum Time / Minimum Budget” Constraints

• You choose the type, duration, timing, language…

• Size not an issue… we work with Large and Small Enterprises alike, with equal Zeal

• Personnel highly trained & experienced

www.greettech.com

Key Benefits

• Zero start-up costs• Fixed charge basis… hence no

cost overruns • Infrastructure and resource costs

ours• Immediate deployment…‘hit the

ground running’• Latest technology in

telecommunications and customer-care

www.greettech.com

World Class IT Environment

US/UK/Australia

Remote PSTN Network

Remote VoIPGateway

WAN

ModemRouter

Configuration of VoIP minutes

AbovEdge/3rd PartyVoIP Gateway

Trunks

E1/T1/Analog

Recording Server

PC based PBX

CTI h/w onPCI slots

RJ 45To

RJ 11

KRONE Patch PanelAgent Floor RJ 11

TCP/IP

TCP/IP

Terminator near respective Agent PC

Campaign Manager

TCP/IP

Contact Server

Database server

PredictiveProportionalPowerPreviewProgressiveDialer

Report Agent

TCP/IP

Admin Console

Agent Console

Software ConsoleIndependent of

Licenses/Machines

Domestic Calls

www.greettech.com

Latest Technology Backup

• Latest technology environment… ensuring 100% reliability, flexibility and security

• IPLC links via diverse and redundant routes

• Redundant domestic loop• VPN connectivity for back up

www.greettech.com

Latest Technology Backup

• Back-up for all critical equipments

• Availability of captive power with redundancy

• Round-the-clock availability of technical services team

www.greettech.com

Sample Workflow Screenshots

• Workflow can be created and adapted to suit individual client requirements

www.greettech.com

Real Time Agent Performance Analysis

• Real-time Monitoring capability

• Real-time and Agent History Analysis

• Bird’s eye-view of agents on call / call status and Queuing Status

www.greettech.com

Sample Call Analysis – Abandoned Calls

• Call details, including receipt, waiting time, abandoned calls and user involvement time are studied

www.greettech.com

Quality Control Screenshot - Call Play-Back Demo

• All Agent Calls are recorded and can be played back for Quality Checks and Control Measures

www.greettech.com

Real-time Voice Quality Monitoring

• Voice calls are recorded and monitored live to check strict adherence to standards

www.greettech.com

Quality Control - Call Evaluation Criteria

• Various parameters that have an impact on Quality in Customer Support are analyzed and evaluated for maximum customer satisfaction.

www.greettech.com

Quality Control - Call Evaluation Criteria

• Strict adherence to the parameters is maintained and agents are evaluated on a continuous basis on these parameters.

www.greettech.com

Quality Control - Call Evaluation Criteria

• Customer Query, Agent Response and Customer Feedback are noted and studied for uniform and consistent quality standards.

www.greettech.com

To Offer World Class Support to your Customers, Contact us Now

Greet Technologies Pvt Ltd.338-339 Raheja Arcade, Koramangala, Bangalore - 560095. India

Phone: +91-80-25534938 / 25523873 Fax: +91-80-30201853Email: profit@greettech.com Website: www.greettech.com