Domestic centers required PAN INDIA wise for a UK based company domestic Inbound Work 20 seats per center
ABOUT THE COMPANY:
‘Client a UK based company, venturing in the Indian domestic market as the potential here is enormous. Keeping the above in mind, the company as part of their promotion in India is offering a 75% discount.
The Company is a leader in Concrete –Strategic Planning business and allows everyone to join in its success story. With their growing vision over the last few years, they have worked on designing individual platforms, whereby every capable individual who has the desire to grow can use their vibrant services and prosper.
The Company has the ideology of creating a new rich database and manage the same from its Data Relationship Centers. Using a very transparent system of operations, they are now promoting their business at the core level, where they can engage talented work force.
PROJECT:
Shift Timings: 9.00 am to 6.00 pm
Total Number of Seats: 20 (Categorized in 2 Stages)
Zone: Pan India
Time frame: 6 days a week. (Monday to Saturday)
Duration: 2 years, extendable if the Centre performs well through the contract.
STAGE 1:
Agent requirement: 12
Criteria: (Job Qualification): Must be able to converse in Hindi, English and State Language.
Computer Knowledge: Basic
Additional Qualification: Understanding of Client Services.
STAGE 2:
Agent requirement: 8
Criteria: (Job Qualification): Must be able to converse in Hindi, English and State Language. Emphasis on English language would
be a higher in this case.
Computer Knowledge: Intermediate
Additional Qualification: Understanding of Client and excellent in telesales.
PROCESS PROCEDURE:
The Center would receive approximately 1,200 to 1,500 inquiries daily, generated through various advertising and promotional activities conducted by the Company overseas. The promotional activities produce enormous number of inquiries which requires into sales conversion by the Center.
The Center must attend all calls and return calls for customers those who may require support in order to close deals.
The company offers an opportunity to work with various Industry Leaders, both Domestic and International, which means job seekers now have a fabulous opportunity to select jobs of their choice. The customer has the option to choose his or her preferred job profile.
Stage 1 Team attends the calls and downloads relevant customer details (The training shall be provided for obtaining specific details).
Stage 2 Team shall follow up and close the deals. Stage 2 agents have to perform a specific validation and simply forward the completed possible sales to us. Stage 2 agents shall only communicate with customer and request them to make a payment. The Centre shall NOT collect any card or bank details from the customer. The process is a combination of inbound inquiry and
telesales with data validation. Once the entire sales data is collated, it must send to us.
REPORTING:
This shall be a key area of concern as defined in the SLA for the Call Centre. The reporting has to be accurate and as per specific guidelines set in the contract. Delays in sending out reports may result in claw-backs for the center.
COMMERCIALS:
This is an hourly based contract; however it demands specific sales targets for inbound calls. The hourly pay-outs shall be offered after initial discussion with the centre. The pay-outs will depend on the quality of agents (both stage 1 and 2), infra-structure and technology utilized for this project. Pay-outs range from Rs.150 to Rs.250 per hour per agent. Hence, it’s in the centre’s interest to engage high profile agents.
TRAINING AND SUPPORT:
Each centre would be assigned a Project Manager who shall constantly monitor the performance of the centre and offer support as and when required. The Project Manager is on our pay roll. Project Manager shall also intervene if necessary, only to improve the project performance. Onsite training can be provided for both the teams Stage 1 and Stage 2. The training is completed in 3 working days.
We evaluate the team during the training and ask for replacement of agent/s if necessary. And conduct the needful activities to ensure the team is up to the mark. This would also include training on CRM, which of course is provided by Client.
Onsite training is a chargeable service and centre shall bear the travel and hotel expenses for trainer and technical/software staff. The training fee is INR 25,000 excluding travel and hotel expense.
SECURITIES:
CENTER MUST PROVIDE A SECURITY DEPOSIT OF Rs.500000 (Five Lacs Indian Rupees) TO Client. THIS AMOUNT IS REFUNDABLE AT THE END OF THE 2 YEAR CONTRACT. SECURITY DEPOSIT IS REFUNDED REGARDLESS OF CONTRACT EXTENSION.
THIS AMOUNT IS REQUIRED AS A SECURITY TO PROTECT THE INTEREST OF OUR CUSTOMERS, PROBABLE CHARGE BACKS WHICH COULD ARISE DUE TO MIS-SELLING/MIS-LEADING/MIS-GUIDED INFORMATION OFFERED TO CUSTOMERS BY THE CENTER AGENTS.CONTACT EXCHANGE & PAYMENT GUARANTEES:
An agreement will be signed and exchanged on a local notary stamp paper to ensure service level agreement and payment plan is administered by the parties concerned.
The billing is monthly; invoices should be raised at end of each month and submitted by electronic format. Payments are released on the seventh working day after receipt of each invoice.
CONSULTANCY CHARGE Apply: 3 lacs DD + 3 lacs cash + royalty @ 15%