Micronox.pdf

Micronox Solutions (Pvt) Ltd http://www.micronoxs.com Page 1

Micronox is a trusted global business process outsourcing center, and a full spectrum service provider that offers

cutting-edge solutions catering to small and medium businesses covering a wide range of industries. We provide voice,

non-voice and web-based services customized for your business needs.

Our call center is staffed with professionals who have years of experienced, who are highly trained to deliver excellent

services and who are focused on the advancement of your business or organization.

We utilize the latest technologies to provide leading-edge business solutions to help our clients gain maximum efficiency

and to ensure highest return of investment.

Our Mission To provide our clients with cost-effective quality management services, and ensure the highest level of performance

that will exceed our clients expectations by continually investing in our people, processes, and infrastructure to ensure a

strong financial return to our clients' business.

Our Vision

To deliver exceptional business solutions to our clients and to perform the highest level of quality with low price

packages for the benefit of our clients. Our innovative and dependable infrastructure is extremely reliable and disaster

recovery compliant. We strictly implement our corporate values, to ensure outstanding quality in management services,

and provide optimum productivity level.

Benefits of Business Process Outsourcing

Improve Productivity: In today’s world where compliance is critical, both large and small organizations must maintain

processes that are necessary yet contribute little to improve productivity. Most of these processes are time consuming

and, more often than not, require specialized skill and expertise. Businesses find it difficult to manage and maintain

these processes without losing focus on the core processes. We at Kaya can help you maintain your non-core yet critical

business processes thus saving you valuable time and resources to deploy on core and revenue generating activities.

Reduce Costs: Business process outsourcing can significantly reduce organizational costs. You can manage to transition

a process to your BPO partner while spending much less than what you do to maintain the same at your-end.

Better Skill Set: With a BPO initiative, you are able to hire better skill set to manage your non-core business processes.

Our BPO services teams maintain a combination of diverse and specialized skills to manage a specific set of activities. For

instance, you can have an ACCA leading your team of bookkeepers working on logging transactions, reconciling

accounts, generating reports on a daily, weekly, or as per your needs.


Transformational/Integrated Outsourcing

We offer a full range of services including consulting, application development and maintenance, and other support

services to help you achieve your organization’s strategic vision. Our delivery model is built around the following

approach:

- Selecting the right tools and techniques

- Undertake smooth transition without much fiscal impact

- Deploy platform approach to standardize business

- Outsourced Process in a global delivery framework.

Our Mission

Micronox delivers powerful, high-quality technical solutions that provide our clients a maximum return on their investment. We apply experience, innovation, and dedication to produce lasting value through technology that helps streamline processes, maximize profit, and empower our clients to gain a competitive edge in their markets.

Through unconditional honesty and integrity, attention to detail, and complete commitment to our clients’ growth, we ensure that all aspects of our custom web and wireless software solutions exceed expectations.

At Micronox , OUR business is making YOUR business a success!

Teamwork

Add value to clients' businesses

Integrity, honesty, and open communication

Keep commitments and meet deadlines at any cost

Exceed client expectations on all key performance metrics

Encouraging creativity, innovation and growth

Our Team Micronox

Asad Rafi - Managing Director/CEO

Sidney Wheatley - Director Operations

George Willaim - Director Administration

Operations Manager

Executive Administrator

Executive Assistant

IT Administrator

Shift Manager

Account Managers

QA Manager

Team Leaders


What we do

We are dedicated to provide best solutions and support for all business sectors (small, mid-sized and large business). We

offer excellent Inbound and Outbound services, Virtual Assistance, Backend office Support (voice and non-voice), and

Seat leasing services. No matter the size of your business, Micronox offers an array of services that will fit your

marketing needs. Whether you need one or more employees and whether it is a one-time project based service or a

long term marketing campaign, we have the tools to keep your marketing engine fueled for success.

We provide the following:

Professional Management Team with years of call center work experience

Perform technical expertise

Customer Support and Services

Low cost pricing to maximize ROI

Leading edge technology and infrastructureCompetitive Edge

Significant Cost Savings:

Taking care of your business doesn't need to be costly, and outsourcing your employees is a worry-free solution

that saves you from liabilities associated with employer taxes, administration costs, vacation pay, health

insurance, 401K, HR costs, office space, expensive trainings and etc.

Relatively cheaper labor compared with other countries. Outsourcing with us can save your business as much as

40% in operational expense.

English Language Proficiency

Pakistan is the one of largest English speaking country. English is our second language and Pakistani's speak Excellent English and with no accent.

High Level of Literacy and Education

Pakistan have a literacy rate. Our country also produces over half a million college graduates every year this means that there is significant pool of talented and highly-educated professionals for businesses to choose from.

Available Skills Match Industry Needs

There is ready access to highly skilled resources. About a quarter of Pakistan graduates are specifically qualified for business-related jobs such as finance and marketing. And many of these professionals have had extra customer service training. The skills available in this pool of professionals match the needs of many U.S. and international businesses.


Good Work Attitudes

A lot of countries hire delegations to the Pakistan on a regular basis to recruit workers for their local businesses because they are hard working, well disciplined, honest and they can be relied on to produce the results expected of us.

Network Devices and Software Technical Specifications The following are our infrastructure designed to provide our clients and employees with fast, reliable and secure

internet connection, fast and secured data access and manipulation for mission critical applications as well as

reliable, clear and secure Voice over IP (VOIP).

Call Center Services Micronox is a dynamic, full service call center services company. We specialize in customer acquisition, customer retention and customer care. We offer our clients the highest quality service at every touch point.

MPL possesses a wide array of call center services knowledge and expertise. Our call center services, capabilities and talented team enable us to seamlessly pursue your specific needs and goals across any market or industry. The caliber and variety of clientele that we service is a testament to the level of quality and flexibility we are accustomed to providing. From business-to-

business and business-to-consumer sales to customer service and order taking, MPL has the experience and the skills needed to make your call center outsourcing project a success

Call Center Services and Capabilities Include:

Direct Sales - Call Center Services

Business-to-Business (B2B) Business-to-Consumer (B2C) Acquisition Chat Lead generation Surveys Market research Verification Win back

Up-sale Cross-sale New services and products to existing

customers Custom order processing Customized reports Quality Assurance E-mail follow-up


Inbound Call Center Services

Order taking and processing IVR (Interactive Voice Response) VRU (Voice Recognition) Warm transfer Market Research Services Disaster Response Services Customer Relationship Management TPV (Third party verification)

Help Desk Services Customer service and care Pre/post sales service Level 1 and 2 Tech Support DRTV, Catalog Internet Live-Chat Solutions Credit card activation and up-sell

Support Services

Licensed insurance professionals Data modeling Data, sales and customer analysis Strategic and tactical planning

Licensed insurance professionals Data modeling Data, sales and customer analysis Strategic and tactical planning


Call Center Outsourcing - Inbound Customer Service & Outbound Call Center Services

Outsourcing Services We work with world class companies providing them with a variety of call center outsourcing services centered on

customer service, customer retention and new customer acquisition.

Call Center Services Some of our Call Center Services include inbound and outbound campaigns, 800 numbers, telemarketing sales, telesales,

customer service and technical support.

Micronox MPL is a premier national full service provider of

24/7 call center outsourcing services and contact center solutions.

MPL provides some of the highest quality service in the call center outsourcing industry. We work closely with our clients to develop custom call center solutions designed to meet their unique contact center needs.

Using our experience, superior technology, sophisticated analytical techniques and talented team, we work with you to ensure the highest possible return on your investment.

We strive to build long-term relationships that extend beyond the typical vendor/client transactions. Our primary focus is to successfully promote and serve each client's products or services as if they were our own

Call Center Services for Regulated Industries

Micronox has extensive experience and success in providing call center outsourcing services, sales support, customer service and lead generation for many industries including some of the

most regulated industries in America.

Outsourcing Services for Insurance Industry

Micronox is a preferred call center outsourcing, sales, customer service and lead generation partner for some of the

worlds’ largest and most well known insurance companies.

Outsourcing Services for Financial & Banking Industry

Micronox is highly experienced in providing call center outsourcing services to the financial services and banking industries.

Call Center Outsourcing Services for Any Industry

Contact us now to learn more about our call center and outsourcing services.

http://www.joshuamanagenet.com/contactus.html


IT Infrastructure

Internet Connectivity

◦ Main line is dedicated, minimum of 8 mbps and burstable up to 10 mbps fiber optics connection ◦ Secondary line is also fiber – 6mbps ◦ Hardware – 2600 Cisco Router (High wire-speed performance and protection) ◦ Network Switches

High end 24 port stackable 10/100/1000 layer 3 ethernet routing switches with the following

feature configured:

◦ VLAN (Virtual Local Area Network) ◦ Inter-VLAN Routing ◦ Q.O.S. (Quality Of Service) ◦ Router/Firewall

Multi Layer Security Appliance with the following features configured:

Traffic Shaping

Anti-spam

Web Filtering

Antivirus / Anti-Spyware

Intrusion Protection System

Firewall

IPSEC / SSL VPN

Uninterruptible Power Supply (UPS)

Servers

Predictive Dialer (Main) has the following specifications:

Capacity 1500-2000 agents

Intel Xeon 3.8 GHZ processors (2)

16 GB Random Access Memories

16x 150 GB SAS Hard Drives (RAID 1 configuration)

MSSQL, MYSQL, ASP, PHP and IPPBX Servers have the following specifications:

Intel Xeon 3.8 GHZ processor (2)

8 GB random access memory

250 – 300 GB SAS hard drives

Agent Workstations

Software

Microsoft Windows XP service pack 2 / .net framework 2.0

Microsoft Windows 2008 Server


Soft Phone

Web Browser

Predictive Dialer Web Client Application

Optional – Microsoft Office 2007

Workstations

Intel Pentium Dual Core processors

4GB random access memory

160 GB hard drives

17 inches wide flat screen monitor

Software

Predictive Dialer(Outbound Dialing)

Current dialer configurations are:

Maximum Dial level: 4

A total maximum of 15 calls are dialed per agent every minute minus the total number of invalid, busy and disconnected phone numbers in the currently used leads list.

Average Available Time for agents is less than 20 seconds depending on the reliability of the leads list uploaded.

Average Total Calls per agent a day is 300 – 325 (depending on the complexity of the campaign)

Configured features are:

Listen / Barge

Reporting includes:

Agent Statistics

Campaign Statistics

Inbound Campaign reports

Real-time Call/Agent reports

Automatic Call Distribution(ACD)(Inbound calls)

Current ACD features configured are:

Agent Queues / Load Balancing

Time Conditions

DID Routing

IVR / Automated Attendant

Voicemail

Call Parking

Instant Messaging Clients

Robust but Lite internal IM client that is used for:

Inter-office messaging

Ported/trunked/connected to other IM network such as: Yahoo, Gtalk, IRC, AOL, MSN

Chat Support Agent in a click-to-chat or click-for-live support enabled website


Operations

The Operations Department composed of an Operations Manager, Executive Administrator, Executive Assistant ,Account Manager, Team Leaders and Quality Assurance Specialists. We provide Inbound support, Outbound services, virtual assistance and seat leasing services. We have well experienced and professional agents to perform your service requirements.

Telemarketing Experience: Clients:

Facili i

http://www.libertyfinancial.com/index.htm

http://www.shlreverse.com/

https://www.s1l.com/


es

Keppel Building, Cebu Business Park, Cebu City

Server Room


Fiber Optic Line / Cisco /Patch Panel


Predictive Dialer


Company: Micronox Address Base HQ: 1907 Cardova Drive, Greenboro North Carolina 27410 USA Operations Center: 59 A, School Road, F7/1, Islamabad Pakistan Contact: Asad Rafi – CEO/Managing Director [email protected] 336-790-2122 : Sidney Wheatley - Director [email protected] 336-207-6254

Operations Manager

Email:

Documents

Micronox.pdf