 |
|
 |
a) Technology Framework:
|
|
Employing Subject Matter Experts to embed Domain Knowledge Expertise in each and every building bloc of delivery.
We offer carrier class, cutting-edge, strong and redundant technology, telecom technology infrastructure & state-of-the art platforms ensuring uninterrupted service delivery in a best secured environment.
Our world class network operation center manned 24x 7 offers 99.99% uptime and redundancy at all levels. We have co-locations & and Points of Presence (PoPs) in the UK & US. Our technology and telecommunications team is staffed with senior associates with extensive experience in applications, network management and technology operations.
Our industry-leading performance optimization and interaction management techniques & tools help balance our customers’ demands against the realities of bottom line. Our technology is proven and extensive, offering the world’s most reliable ACDs, most trusted dialers, most widely used and most flexible voice self-service applications and the and most comprehensive contact center solution. Our technology supports this unified approach by enabling you to consolidate administration, routing, monitoring and reporting across the globe. Our contact center offers combination of Internet Protocol (IP) and traditional voice expertise enable us to deliver the best solutions for your customer service needs.
Our technical service channels are Voice (Inbound & Outbound), Email, Chat, blended services, Transaction Processing, Webhosting & B2B.
We offer world class ACD solutions with integrated IVR, CTI, Voice mail, reporting, monitoring & recording solutions featuring:
|
|
|
| • |
Forecasting call volumes and the agent resources to support them |
|
| |
Using right tools & techniques you can be sure that you have the right number and mix of agent skill sets available during each shift, allowing you to optimize agent resources and ensure that agent occupancy is equitable. |
|
| • |
Consolidating information and reporting on contact center activity |
|
| |
Reporting and analysis tools enable your contact center to improve service levels by measuring and reporting contact center activity with applications that consolidate and analyze performance data. |
|
| • |
Delivering proactive service via automated telephone calls |
|
| |
You can elevate the service you deliver by using a predictive dialer to conduct proactive customer calls, such as welcome or introductory calls. |
|
| • |
Improving customer facing processes |
|
| |
Using the right quality management tools & techniques enables you to review and report on specific customer experiences, giving you the ability to drive improvements to people and processes. |
|
| • |
Increasing first call resolution |
|
| |
Using world class ACD contact centers can queue and route customers to appropriately skilled agents when customer needs or expects more than self-service applications can address. |
|
| • |
Improving service levels |
|
| |
Our automatic call distributors (ACDs) allow you to process up to 300,000 peak inbound and outbound calls per hour, route calls according to agent skills, simultaneously queue calls across multiple sites, and report real-time and historical data, among other items. These ACD capabilities enable you to improve service levels goals, lower abandon rates, and increase average speed of answer. |
|
| • |
Delivering value add customer self service |
|
| |
Our various self service tools allows you to realize all the benefits of voice self-service such as automating certain transactions, extending business hours, and giving customers convenience and privacy. You can use this platform to enable speech recognition or text-to-speech, to personalize a caller’s experience, or to automate a portion of a call and then to transfer the call, and associated data, to an agent for completion. |
|
| • |
Connecting the right customers with the right agents |
|
| |
Our ACDs identify your most valued customers and give them the best possible service by giving them the quickest access to the most qualified agent. You can use ACDs to recognize customers’ origination information, such as email addresses, dialed numbers, or account numbers, in order to facilitate the most accurate and suitable contact treatment. You can also take advantage of ACDs to provide remote agents with access to all contact center resources available to on-site agents. |
|
| • |
Shifting to a proactive service organization |
|
| |
Our outbound dialing capability allows you to automatically notify customers about events that may impact them. By combining various types of services, such as outbound and interactive voice response (IVR), the unified platform helps you to create applications appropriate for proactive notifications. You can use this product to automatically make outbound telephone calls, play personalized messages, or transfer customers to agents for more detailed information. |
|
| |
We offer world class dialer & CRM solutions featuring: |
| |
|
|
| • |
Optimizing campaign and segmentation strategies through the analysis of available information, including contact demographic data, account histories, delinquency levels, credit and risk scores |
|
| • |
Engaging a customer through proactive contact at the right time and via the most appropriate channel |
|
| • |
Managing a contact based upon segmentation or delinquency level rules |
|
| • |
Delivering contacts to the appropriate collections agent or self-service resource |
|
| • |
Satisfying the transaction by securing a payment or a payment promise and Optimizing systems and processes for current and future interaction |
|
| • |
Optimizing outbound campaign segmentation strategies by using information such as demographic data, customer profiles, account histories, and regulatory and contractual conformance statistics enables you to target the right people, resulting in increased sales and maximized productivity |
|
| • |
Identifying and engaging live prospects that have been targeted though dialing filters and effective call classification, ensuring compliance with sales strategies and Do Not Call legislation |
|
| • |
Managing contacts based upon segmentation rules and offer codes, ensuring that each prospect is properly classified prior to them being targeted for sales or telemarketing |
|
| • |
Delivering prospects to the most qualified sales representative within government-mandated time constraints |
|
| • |
Satisfying the transaction with sophisticated scripting, while ensuring that processes are followed for validating the prospect's ability to legally complete the transaction |
|
| • |
Optimizing systems and processes for current and future interactions |
|
|
|
|
b) Information Security: |
|
All Respondez centers comply with BS7799 / ISO 27001 standards. Respondez is working towards being an ISO 27001-certified company through its robust ISMS (Information Security Management System). Our ISMS team manages sensitive and vital corporate, customer information reporting to board ensuring confidentiality, integrity and availability. Our adoption of ISMS reflects our strong commitment securing our Infrastructures & customer information through repeated training for people, continuous process improvements and regular technology improvements & audits.
We assess our inventory of information assets, test their vulnerability, follow best practices & establish controls to ensure our clients' confidential and sensitive data is protected in line with BS7799 standards. In addition, we build specific security controls based on client expectations to follow client security requirements & best practices, policies & procedures.
|
|
c) Business Continuity Planning: |
|
Our business continuity planning strategy includes Ready availability of resources and services essential for maintaining business continuity for client operations complying with ISO 27001 frameworks ensures our commitment to quality in service delivery. Our BCP process defines recovery for loss of essential/support services, equipment/link failure and manpower unavailability.
Respondez has a flexible three-tier Business Continuity Planning (BCP) architecture which provides the ability to scale and customize plans as required. All global delivery centers can have BCPs tailored to their individual risk assessments.
Center BCP helps mitigate the risks related to power failure, HVAC, private circuits, servers, internet links, hosts, cabling and network devices. The center BCP can handle all risks except those that may lead to major link failures.
Enterprise BCP is meant for effectively handling major failure situations. This plan provides for sufficient bandwidth on all links to route traffic automatically to other locations in case of a multiple link failure.
Client BCP is a plan customized to individual client requirements. Respondez develops and provides clients with a disaster recovery planner that presents options best suited to their needs. The client BCP plan also allows for simultaneous operations out of multiple centers during a major failure.
Respondez has a dedicated Information security team that regularly test BCP plans, conduct training and organize review meetings.
|
|
|
|
| |
|
|
|
