• Now that the above type of companies are operating from there, since last 6 – 8 years, it is a good enough proof of the efficiency that it is absolutely possible to have your call center, either a part or whole based in INDIA OR COUNTRIES LIKE PHILLIPINES, MALAYSIA etc.
• We also firmly believe that those Marketing Managers / CFOs/CEOs or person responsible to find out a good Call Center or Back Office Processing Center and save at the same time, are under informed, ABOUT THE GLOBAL AVAILABILITY OF OVERSEAS CALL CENTERS, BPO SERVICE CENTERS, MEDICAL TRANSCRIPTION CENTERS AND OTHER SOFTWARE DEVELOPMENT SERVICES POSSIBLE . With due respects to their knowledge, these details will obviously be of immense help to them, and especially in this slow economy of 2001 / 2002 and perhaps to going to remain slow for another 18 to 24 years it can be a boon to them for the savings that they can make.
• It may appear to be ironic, but it is true that Call Centers that has or are coming up in India etc., are technologically the latest of the latest, since they went late in Call Centers, they are getting the latest, embracing the latest technology and on a general overview are better than approximately 35% of the Call Centers based in USA / UK / Ireland / Scotland / Canada etc.
• The Call Center Agents are trained in the best methods and also paid and taken care off in tersm of other facilities extremely well, and have very minimum turnover ratios, since the Call Center managements issues are very well understood by them for their US and UK based customers.

Globalizing Call Center functions

Being in touch with customer is a function which can never be ignored in any Business, especially large corporations. Howsoever big a company may be, the Top Management of the company is always very careful about this aspect. Many companies have CUSTOMER RELATIONSHIP MANAGEMENT (CRM) GROUPS take care of the customer around the clock : 24 hrs a day / 7 days a week/ 365 days a year.

And as competition increases, more and more companies are turning to this and CALL CENTER FUNCTION HAS OFF-RECENTLY STARTED TAKING A GLOBAL MOVE. Off shoring a call center to a low-price station is a key work to increase customer satisfaction, as it saves them money while, more better services are offered.

The more the company saves from call center expenses by offshoring, the more it is able to allocate to customer services budget and at times they have more funds for R & D and to emulate more ways of customer satisfaction.

OFFSHORING A CALL CENTER IS ONE OF THE WISEST MOVE BIG, MEDIUM AND GLOBAL CORPORATIONS ARE TAKING. Major companies like GE Capital, USA, British Airways, UK, Harrods- Super Store of London, Microsoft, Oracle, Lotus etc., have gone far to some of the Developing Countries / India and are offering same services to their customers on telephone 24 hours a day/7 days a week/ 365 days a year.

ALL THIS IS THANKS TO THE INTERNET AND THE VoIP TECHNOLOGY and all associated technologies with it. This saves them tremendous costs as far as 60%, difficult to believe, but true, that is what is GLOBALIZING IN TRUE GLOBAL SENSE WITH GLOBAL ESSENCE.

So when a customer sitting in Florida, USA, or San Francisco, USA, dials a toll free number at 11:30 P.M. or 1:30 A.M. to solve some problem on his credit card, it may be happening some lady sitting ( Call Center Agent) in New Delhi or Bombay may be answering his call as if she is sitting somewhere in USA, with the help of Web details that props up on her computer screen she is able to know the account status of the customer and guides and advises and give satisfactory response as she is trained and tuned to the Customer Relationship Management software of the company. THE RESULT SAME SERVICES BUT AT 60% LESS COSTS. IMAGINE THE ANNUAL IMPACT FOR A COMPANY WHO HAS 100 OR 200 0R 300 CALL SEATS OR EVEN MORE e.g. GE CAPITAL HAS NEARLY 2000 CALL SEATS IN INDIA.

We help Globalizing / Offshoring Call Centers

Through our Global Internet Platform, we help Small / Medium / Large companies .. with Global Vision to save tremendous by OFFSHORING CALL CENTERS TO INDIA AND OTHER ASIAN COUNTRIES. SAME SERVICES BUT 60% LESSER COSTS.

THE TECHNOLOGY OFFERED IS THE LATEST AND AT PART WITH USA /UK etc. AND CUSTOMERS ARE SERVED ON 24 /7/ 365. Some companies also get their outbound call services for tele-marketing products from those destinations. When they save, why can't you, it is a matter of believing, testing and training people and integrating with your OFF-SHORE CALL CENTER PARTNER, who saves you 60%.

Know more about this services offered Offshore / in India

Let us brief you : say GE CAPITAL / GE ELECTRONICS group, as we know, has their Call Centers in USA, Australia and some other places also, while having a Call Center is quite natural, they had been operating from Australia, because of the technology and low price factors. As GE Group ventured in India, with more and more products from their different companies, they started realizing the same manpower, same quality in USA and Australia etc. is costing them 60 % more, they started with few Call Seats and trained people and integrated the Call Center Agents mind, talking accents and other factors to what a Call Center Agents would offer. Perhaps, they started with a small Call Center within their Gurgaon, New Delhi premises, may be 100 in 1997, within 3 years they have transferred majority of the Call Center Operations from Australia, and as on JULY 2000, they have approximately 3000 Call Center Seats, some offering 24/ 7/ 365 days services, some offering complex tele-answers to the High- Tech Medical and other other equipments etc.

WHILE ON AN AVERAGE CALL CENTER SERVICES ARE AVAILABLE @ $ 30 PER HOUR / PER CALL SEAT, in Developing Countries, same services are available at $12 to $ 15 per hour per seat.

WE OFFER SMALL / MEDIUM / LARGE COMPANIES / CONGLOMERATES SERVICES FROM CALL CENTERS IN INDIA / PHILIPPINES / PAKISTAN etc.

THE CALL CENTERS ASSOCIATED WITH US ARE HAVING LATEST STATE OF THE ART TECHNOLOGY BASED ON WEB INTEGRATION, VoIP TECHNOLOGY AND ALL OTHER FACTORS WHICH MANY CALL CENTERS IN USA AND UK AND OTHER COUNTRIES STILL DO NOT HAVE.

THE LOGIC IS SIMPLE SPOKEN IRONICALLY: BECAUSE THEY CAM LATE IN COMPUTERS AND INTERNET THEY HAVE THE LATEST TECHNOLOGY.

HENCE WE TRY OUR BEST TO HELP YOU GLOBALIZE AND SAVE MORE THAN 60% OF YOUR COSTS, INCREASE YOUR PROFITS NOW.

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What are the types of Services offered: Outbound  & Inbound Tele-Services

If we are to say in one sentence : than : take it from us : " All those services that Call Centers provide in USA / UK etc. can be provided from INDIA.

To elaborate :

1. INBOUND CALL SERVICES

2. OUTBOUND CALL SERVICE

Both the INBOUND and OUTBOUND call services are offered as if you would have done it, had it been within your premises; taking you to the limits of Customer Care through the advanced Customer Centric Call- Center Management. The Call Centers owners customize and set up their team to suit your Business needs upon understanding your needs and the expert MIS Engineers and CRM experts can visit your premises in USA /UK, once the vital details are finalized and shall totally integrate with your system and also go to the depth of training factors to make the Call Center Agents feel at home on phone in your lands, WITH TOTAL CUSTOMIZING OF PRONUNCIATION /ACCENTS AND DIFFERENT LANGUAGE LEVELS, if it is USA, then in those manner, if UK then the UK way, (By-the-by, hope you are aware by now that HARRODS - Super Store of London, have signed up their call center in INDIA and are saving tremendously and so does BRITISH AIRWAYS).



INBOUND CALL CENTER SERVICES

Following Services and many more can be offered : even customized for specialized software technology companies and medical and other hi-tech areas can also be offered without any hesitation as the pool of technically qualified people is just tremendous in INDIA.

1. Help Desk for any industry for any services.
   
   
2. Customer Service Calls for any queries or any solutions e.g. Credit Card Companies, Banking Companies, Insurance Companies, Health Care companies etc. you name and it can be offered .
   
   
3. Catalog Orders of any Mail Order companies, small, medium or large : it is much easier these days especially once the web-integration is done.
   
   
4. Product Technical Information.
   
   
5. Sales Lead Qualifications explanations and tapping and developing the queries while they converse with the Agent.
   
   
6. New Product Information, once you float your 1-800 number countrywide.
   
   
7. Dealer location for large corporations operating on large scales in USA, CANADA.
   
   
8. Product Recall, if your product had a problem, then you obviously save on those costs which are essential but are enhancing your corporate image.
   
   
9. After Sales Service providing through guidance or any complaint notation or any related guidance for product or demo explanation etc. of the product.
   
   
10. Order processing, if your product is regular, has clicked all of a sudden and you get volumes of call throughout the nation, and you want to save lot of call center expenses, then we are the solution operating at 40% of your costs.
    
    
11. Advertisement Response to you product or any other queries.
    
    
12. Usual toll-free response for various products of your company or any other normal 1-800 normal response which you get once in a while but want to integrate with regular call center operations .
    
    
13. Support to the enquiries generated from your DIRECT MAILING PROGRAM.
    
    
14. Soft ware questions, for hi-tech softwares. OR installation guidance on phone or tech queries in electronic products or medical products.
    
    
15. GENERAL RESERVATIONS, SEMINAR REGISTRATION AND TRADE SHOW REGISTRATION AND ALL SUCH FUNCTIONS.
    
    
16. INFORMATION REQUESTS, COMPLAIN GUIDANCE ETC.
    

How can they serve same way at 40% costs and why go to INDIA?

Let's go ahead with this issue, which obviously comes to your mind: by giving a simple example: K MART group of chain stores buy shoes from CHINA, and sell it extremely affordable to the people throughout the country, whereas if you go to CHINA-TOWN in any major USA city, you will find that guys from the same country who are expert and give you nearly an equivalent product are 405 to 60% costlier than what K MART gives you ::::: why ::: while K MART has tremendous overhead, that guy has very low.

SIMPLE REASON IS VOLUME AND COSTS BASED WITHIN CHINA ARE SO LOW THAT THE ULTIMATE MFG. COST IS PERHAPS 1/3 OF USA COSTS AND

THAT GUY IN CHINA TOWN AT THE END OF THE DAY HAS TO MAKE DOLLARS FOR HIS LIVING @ $8 TO $10 A DAY AND SO IS WITH ALL FACTORIES DOING IT WITH USA BASED COSTS.

LETS COMPARE THE COSTS AND SALARIES:

AVERAGE SALARY OF A CALL CENTER AGENT IN USA : $ 25,000 TO $30,000,

PLUS ALL BENEFITS, AND THE COSTS OF AMERICAN ESTABLISHMENT,

WHICH WORKS OUT IN DOLLARS ( 1 US $ = INDIAN Rs. 46 as on August 30, 2000),

WHEREAS THE AVERAGE CONVENT EDUCATED, DULY TRAINED CALL CENTER AGENT IS MAXIMUM INDIAN Rs. 10000 per month (including benefits), which is US $218 ANNUALLY COMING TO US $ 3000 MAXIMUM INCLUSIVE OF A BONUS PAY AND A VACATION PAY.

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Why choose INDIA apart from the costs benefits?

1. India has the second largest pool of technical man-power globally.
   
   
2. The 10 hour difference with EST (USA) timings and 13 hours PST (USA) timings makes it a great natural benefit for giving easily 24 hours call services for night time customer enquiries from USA and even from UK ( 5.5 hours difference from GMT).
   
   EXCELLENT SERVICE FOR BACK OFFICE SERVICES ALSO, BY THE TIME YOUR STAFF BACK THE BACK OFFICE SERVICES ARE DONE AND READILY AVAILABLE THROUGH E - MAIL TO YOU.
   
   
3. Tremendous amount of Qualified Manpower available in India, with English Background, right from CONVENT school levels to the COLLEGE GRADUATE LEVEL, because of this AND THE SYNCHRONIZATION WITH THE ACCENT LEVEL OF USA / UK PRONUNCIATIONS IT MATCHES MUCH MORE THAN what a Chinese or allied country person would speak.
   
   
4. Very wide availability of TRAINED AND EXPERIENCED, TECHNICAL MANPOWER IN COMPUTER HARDWARE AND SOFTWARE FIELDS, again in low costs ( as explained above for Call Center agents salary, the average salary of GOOD COMPUTER PROFESSIONAL IS AVERAGELY INDIAN Rs. 25000 PER MONTH INCLUDING BENEFITS ( which comes to be US $ 544 PER MONTH), WHEREAS AVERAGE COMPUTER PROFESSIONALS' SALARY IS $4000 PER MONTH ATLEAST.
   
   
5. BEING A GREAT DEMOCRACY, THE PEOPLE IN GENERAL UNDERSTAND THE FEELING OF CUSTOMER DEMANDS VERY WELL.
   
   
6. ALSO NOTE THE LINE/ LINK PROVIDING INTERNATIONALLY REPUTED TELECOM COMPANIES IN USA OFFER VERY VERY CHEAP RATES FOR THE LEASED LINES (Except the fact that the one time line-link up starting cost is pretty high), hence routing the calls from USA BASED TOLL FREE 1-800/888 line is very much affordable by the Call Center owners. WHILE THE TELECOM INFRASTRUCTURE HAS IMPROVED DRASTICALLY IN LAST 8 TO 12 YEARS, THESE CALL CENTERS ARE GIVEN SPECIAL PRIORITY AND MOST OF THE CALL CENTERS LEASE THEIR OWN CONNECTIVITY LINES TO GIVE HASSLE FREE AND NO-GOVERNMENT INTERFERENCE TOP QUALITY SERVICE TO CUSTOMERS.
   

Brief List of Global Players who operate from INDIA &  save Millions of $$$$

HERE IS THE BRIEF LIST OF CORPORATIONS TAKING THIS BENEFIT AND SAVING MILLIONS AND ALLOCATING THEM FOR BETTER CUSTOMER SERVICE OR MAY BE THEY DO MORE R & D FOR BETTER FUTURES.

1. GE CAPITAL, USA ..... had nearly 2000 plus call center seats and has 5000 call agents and go ahead with more to save millions while their customers get 24/7/365 service and practically every customer is happy for this response, otherwise how can GE CAPITAL continue and keep on increasing their Call Center seats.
   
   
2. BRITISH AIRWAYS,UK, has their call center since last 30 months.
   
   
3. A B B gets their customers served from INDIA too.
   
   
4. IDLX ( An associate of HCL group).
   
   
5. Minerva Tele-Link.
   
   
6. Air Info-Tech P. Ltd., works with 1200 seats.
   
   
7. Harrods Super Store of London have signed their Call Center, near New Delhi.

Details of the State-of-the- Art Technology adopted by these Call Centers. :: System Compatibility, API, Service Writers API, System Administration API, Interactive Voice Response, Predictive Dialers, Automatic Call Distribution, Computer Screen Pop-Ups, Call Control and Monitoring and all related features are present in our associates Call Centers

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HOW ARE THE OUTBOUND SERVICING FEATURES?

How solid is the System Capability and compatibility?
As said the modern Call Centers in India etc. offers solutions need integration capabilities with other applications such as Customer Relationship Manager (CRM) and its modules, Billing applications and Lead Management software for Screen Pop-Ups, Predictive Dialing etc. Those Call Centers are compatible for easy integration with any application for providing customized solutions to the needs of the international corporations. They provide standard middle-ware such as ODBC drivers and well defined APIs.

How about the Agent Control API?
Call Center Associated with us has entire call center functionality exposed through this API, allowing the State -of- the- Art Technology Call Control to be embedded into the user application screen, thus providing a singe screen to the agent concerned.

What about the Service Writers API?
The system allows complete flexibility in customizing IVR services and Call Flow and details that may be required in an ULTRA MODERN CALL CENTER OF INTERNATIONAL CLASS.

How is the System Administration API?
Providing additional security and data access control is always possible due to the ability of the API to add to the existing set of system administration features, hence it is always a dynamic system ready to be set be as per the customers / clients need for any special features about security and data access control.

Do they have INTERACTIVE VOICE RESPONSE SYSTEMS (IVR) or FAX ON DEMAND
If we simply say : IVR is an automatic system for getting or collecting information from callers. It is a customer - oriented front end for Call Centers. It is a specialized computer system that lets callers enter information in response to questions, either through a telephone keypad or spoken word. The caller then gets some kind of information back from the system through a recorded ( and digitized ) voice or a synthesized voice. The Call agents also get that information back through a connected fax system or a web site. It be noted that it is not how the information is delivered is less important than the fact that the customer can arrive, input and review data at any time, even when your call center is unstaffed. IMAGINE SUCH A THING HAPPENING IN INDIA AND THE CUSTOMER CORPORATION GETS DATA IN INDIA AT THE EARLIEST.

TO SAY IT BRIEFLY IT ALLOWS ROUTINE INFORMATION DISSEMINATE USING FAX OR PRE-RECORDED VOICE MESSAGES, WHICH REDUCES THE TIME SPENT BY THE CALL CENTER AGENT IN PROVIDING UNNECESSARY DETAILS COMING IN DURING THE CALL CONVERSATION, THUS INCREASING THE EFFICIENCY BY REDUCING FATIQUE. THE STATE-OF-THE ART TECHNOLOGY CALL CENTERS IN INDIA PROVIDE THIS TOO.


PREDICTIVE DIALERS ARE ALSO THERE :

As we know the predictive dialer functionality dramatically enhances Call Center Agents' productivity by automating dial outs and connecting to the agent only when the call is answered the called-party's details to the agent.

Modern Call Centers have this function included, as the predictive dialer is designed to suit on number of parameters including current status of agents, past statistics and negative feedback significantly improving agent productivity levels at desired levels and call abandon rates, thereby giving tremendous efficiency.

HOW EFFICIENT ARE THE AUTOMATIC CALL DISTRIBUTORS?

The Automatic Call Distributors (ACD) are rather called as the HEART AND SOUL OF THE CALL CENTER......In fact it is the engine of Productivity. It is also called as the brain and control point for the Call Center for both inbound and outbound for voice calls and data traffic. The ACD provides robust and flexible call distribution system allowing the Call Center Manager to optimally utilize resources while providing superior service levels and customer satisfaction. The ACD are capable of handling calls at a rate and volume far beyond human capabilities. THE ACD gives a call center the resource to manage the many parts of a Call Center from telephone trunks to agent stations to calls and callers to the agents and staffs of the customers etc. RATHER SOME OF THE ACS OF LATEST TYPE ALSO PROVIDE SKILL BASED ROUTING AND DATA ACCESS AND PARTICULAR PERSON BASED ROUTING, such systems also exist in the Call Centers of our associates in INDIA. The ACD that these Call Centers have can be configured to route calls based on ANI, DNIS, SKILL MAPPING, AGENT IDLENESS, TIME WHEN THE CALL IS RECEIVED AND INPUTS PROVIDED BY THE CALLER THROUGH AN IVR.

HERE IS SOMETHING ABOUT COMPUTER SCREEN POP-UPS:

When a call is presented to an agent through a Pop - Up screen, which comes to the desk top at the same moment when the voice channel is connected to the agent, the Pop-Up provides some of the details relating to the call to the agent on the screen, thus saving the user some time and providing much superior level of service.

Can I know something about the Call Control and monitoring system they offer?

The modern and the State-of-the-Art Call Technology Call Centers have unparalleled call handling and call control features to the agents and the supervisors on their desktop computers, the system itself has a rich set of supervisory features which allows for easy monitoring of agent and call center performance and facilitating agent training, because our associates believe that it is EXTREMELY IMPORTANT TO BRIDGE THE GAP OF OVERSEAS AND OFFSHORING FEELINGS IN THE EASIEST AND CONFIDENT WAY POSSIBLE HENCE THEY HAVE INCORPORATED THE LATEST THEY COULD GET OR SIMPLY SPEAKING BECAUSE THEY WANT TO CONTINUE WORKING WITH THE CORPORATIONS THEY SERVE ON REPEATATIVE BASIS, THEY ALLOW THEM FULL TOOLS TO MONITOR THEM AND FEEL COMFORTABLE.

The supervisor has facilities for listening to any agents' conversation, breaking into the conversation without the calling party able to find out (coaching) and having a conference with the calling party and the agent (Barring). There are also extensive online reports to help the supervisor track performance and take corrective actions if required immediately.

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