SudAshCho TECHNO HUB PVT. LTD

WHO WE ARE S.A.C TECHOHUB PVT. LTD is a dynamic, innovative

entity formed by young, enterprising professionals who strictly follow the successful business ethos of trust and uncompromising service delivery.

The Management and staff have been extensively involved in the Call Centre Industry and are a team of professionals who have the necessary expertise in their respective fields to ensure the success of our Company.

Customer Care and meeting service delivery is one of the top priorities of the management of S.A.C TECHNOHUB PVT LTD. Our contact centre representatives are continuously trained and skilled to fulfil our obligation to you, our client and to deliver the highest quality customer care experience to your customer.

Directors

CEO

COO

Admin HR Operations

IT/ITES Business Development

Support Functions

Training

IT Support

VERTICALS

TelecomIT Travel & leisureConsumer servicesKnowledge services

SERVICES OFFERED

Customer serviceSales acquisition Escalation and Retention Technical supportBilling and provisioning Back office deliveryMulti-lingual support line Financial review & analysisLPOMortgage & claimsProcurementEmail and chat support Order management

Floors with dedicated training and recruitment areaSecurity Guard with 24 x7 basisAll operation floors with access control60 Seats for every shiftBackup for all contingency Data Integrity Password enabled limited access Confidentiality No user disruption since operation started : Backup servers and 3 Backup Generators N+1 model The premises are monitored by a CCTV networkBuildings equipped with latest firefighting equipmentFacility can run without HVPN Govt. power supply on generators for 5 DaysTransport, Medical facility, Cafeteria services available 24x7Business continuity plan in place.

DELIVERY INFRASTRUCTURE

VISION MISSION & VALUESOur Vision : Our vision is to become one of the major BPO companies in

INDIA, and our success will be gauged by both client and employee satisfaction and retention. We will provide systems; procedures and training that allow our team of professionals to propel the company in the direction of our vision.

 Our Mission : At S.A.C TECHOHUB PVT. LTD, our aim is to maintain a

high standard of service delivery and business excellence, and to take our customers and our service through and beyond all expectations. We aim to achieve this by active employee empowerment and participation and training.

Our Values : Our values are to provide an honest service to our clients

with integrity and a commitment to continually train our staff with new advances in our industry.

CALL CENTRE SERVICES

Our modern call centre boasts all the latest technology to comfortably service any campaign and provide our clients with the highest service levels.

Our IT Infrastructure and expertise has some of the most highly experienced IT engineers and CRM designers that can design and tailor any solution according to our customers needs.

At S.A.C TECHOHUB we put our clients needs first, especially when SME’s and large Corporate are tightening their operational budgets. We offer our valued clients, affordable Outsourced Call Centre Solutions sometimes nearly half of what it would cost you as a client to have an in house Call Centre. S.A.C TECHNOHUB is also more affordable than other Outsourced call centres, without any compromise on service delivery and quality, while comfortably sustaining itself and showing an exceptional growth pattern.

We offer a 24/7 call centre packages which includes Inbound and Outbound services

OUR SERVICES S.A.C TECHNOHUB DELIVERING LEGENDARY SERVICE TO YOU AND YOUR

CUSTOMERS S.A.C Techno hub provides a full complement of in- and out-bound call centre

operations, service delivery and management services, encompassing specific services for the customer service industry. S.A.C TECHNOHUB also provides back office processing, consulting and training and development services. Inbound Call Centre Services: 24x7x365 customer care and technical helpdesk, product or service information, general enquiries, complaints handling, insurance claims notification and processing, response handling to direct marketing & other media advertising, inbound sales & order taking, cross-selling & up-selling and overflow call handling.

Outbound Call Centre Services: Outbound telesales (cold calling and affinity database telemarketing), follow-up calls, debt collection, market research & surveys, data and claims verification and lead generation. Application Development & Systems Integration: Building customised front-end applications, database interfaces, data validation controls, triggered events, security controls, in-depth reporting and MIS functions, and other complex business logic that drives efficiency & maximises productivity.

Hosted Platform (Infrastructure) Services: Provision of turn-key call centre facilities including: agent workstations, network room infrastructure, technology hardware and software, network infrastructure, management offices, training facilities, staff break-away areas, meeting rooms, boardrooms, storage facilities and parking. Full lease and environment management services included.

Consulting Services: Call centre specific consulting services designed to give our customers the competitive edge, improve business processes and ultimately grow their bottom-line.

Call Centre Agent Training & Development: Recruitment and training of call centre agents, supervisors, team leaders, quality assurance consultants and managers. Services include screening of CV's, telephonic interviews, face-to-face interviews, training, final assessment and placement.

CUSTOMER -SERVICE Rule No1, at S.A.C TECHNOHUB we treat our staff fairly, in

turn they treat your customer just as well. Incorrect advice or instructions contribute to low customer

satisfaction, at S.A.C TECHNOHUB our experience and qualified trainers provide extensive product training which makes a confident CSR and together with a positive attitude we produce another satisfied customer every time.

Our team leaders or supervisors are all equipped to resolve promptly and tactfully any situation when faced with a difficult customer or complaint or whereby a CSR cannot handle while meeting the needs of the valued customer.

Our CSR’s are trained to listen carefully to the customer, and attend to their needs fully.

Customers are given an opportunity to rate our service via our embedded customer survey before any call is ended and a regular report is generated in order to make certain our levels of customer care are met.

At S.A.C TECHNOHUB, we believe if we take good care of your customer, we take good care of our Business.

INFRASTRUCTURE

VOICE: VCDIAL Predictive Dialler Outbound: Preview and Predictive Dialler Inbound: ACD, Skills based routing, voice

messaging, call queuing, Call Recording, Online Call Reporting, health monitoring, network storage, call statistics, real-time call monitoring etc.

4MB fibre and 4 MB Wireless Link backup NETWORKING HP Layer 3 core switches. INTERNET 4MB Diginet and 4Mb Wireless link backup into

Cisco router.

NETWORK DIAGRAM Our centres all have 4Mb Optic fibre voice

lines + 4Mb wireless link for backup. Our Internet is backed by a 4Mb uncapped and unshaped ADSL with 4Mb WI-FI as backup, all with seamless switchover.

NETWORK INFORMATION

Voice Switch HP 48 Port PoE IP Base Data Switch HP 2810 Switches Back bone Cat 5e Structured cabling, Central cabinets, Voice and data patching

Telecommunication Capacity for 1.0 line per CSR Outbound lines as specified, Inbound if required. Lan 10/100/1000 Ethernet Data Lines 4mb of broad band link as primary 4mb of WI-FI back-up Voice Logger Trunk side recorders CRM Microsoft CRM 4.0 Ups 10 hour POWER back-up on all data and telephony infrastructures Notes 1.All infrastructures (furniture, hard ware and soft ware)remains the

property of S.A.C TECHNOHUB. Or its agents during and after termination of this agreement S.A.C TECHNOHUB retain all intellectual property rights for specialist applications developed.

S.A.C TECHNOHUB will maintain and upgrade all its call centre equipment as and when required, as its sole discretion to ensure optimum and cost effective service delivery for the client

Where new technology becomes available that will add benefits to the client’s services the client will be notified of such technology and Specifications before implementation.

BPO SERVICES OVERVIEW Call Center Operational Efficiencies and Evaluation

Inbound and Outbound Call Centre actions include client gratification, client acquisition, client retention, lead generation, client services, surveys and polling, info collection services, Sales and a lot more. Its in this critical role of the Call Centre that S.A.C TECHNOHUB provides Operational Evaluation and Efficiency Support by reviewing the Call Centre Workload and Workforce and blending this to ensure that the right agent is available at the right time to support this customer demand

Workforce Management With the current global economic challenges Agent Occupancy and Productivity have

become a key measurement within any Call centre in both the Inbound and Outbound environment. S.A.C TECHNOHUB recognises this and offers an full suite of Workforce Management fundamentals as well as Call Centre evaluation and recommendations in order to gain the sought after Occupancy and Productivity. From understanding and applying Forecasting and Planning expertise, Workload Balancing and Capacity Planning S.A.C TECHNOHUB provides the best possible solution and Shift design to ensuring that the Organisational requirements are met together with a balanced work life for Agents in line with Basic Conditions Of Employment Act set out by Government

Sales Call Centre Forecasting and Target Setting The demands of a Sales Call Centre differ to that of a Service Centre and its in this

fundamental difference that S.A.C TECHNOHUB applies its expertise. In order to meet Monthly and Annual Sales requirements S.A.C TECHNOHUB provides insightful and accurate Call Centre Sales Capacity Planning and Forecasts and inputs into Management Targets to provide end to end accurate target setting and Conversion Ratio requirements as well as Inbound Call requirements and Outbound Dial requirements. A complete production planning solution

Reporting and Dashboards S.A.C TECHNOHUB recognise the importance of reporting at both a Call Centre Level

and Agent Level, and provides a Reporting proposal and Dashboard solution to meet each requirement for both Inbound and Outbound Service and Sales Call Centre Operations

Specialising in Call Centre and Workforce Management S.A.C TECHNOHUB is able to provide a full suite of Service solutions to meet each Customer requirement.

With the limited and scarce pool of skills in South Africa within the Call Centre Workforce Management and Call Centre Production Planning space S.A.C TECHNOHUB makes this sought after skill available to all its clients

5 STAGE PROCESSReview Operations and Collect Data

Recommendations

Analyze Data

Implement

Evaluate

QUALITY ASSURANCE We conduct periodic and methodical assessments, in

accordance with predetermined criteria of the extent to which quality is delivered. This helps the business to identify and address perceived weaknesses and to identify and build on perceived strengths on customer related processes. S.A.C TECHNOHUB develops and implements accordingly to our customer related QA process and procedures to the highest possible standards.

All assessment criteria are aligned to client expectations and business requirements:

Agent product/process knowledge Ability to resolve queries effectively through defined processes Listening skills, empathy, respect, tone of voice, vocal pitch and

voice volume Average handling time Areas of risk to the business Accuracy of information provided Accuracy of data captured And the extent of adherence to such processes

SAC Techno Hub Pvt. Ltd

Phone No: 033-64444530

India: 91-9748153575 91-8420171998

Email: dsacthpl@gmail.com