1 aks company profile value proposition to rbpo january 30, 2013
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AKS Company Profile
Value Proposition to RBPO
January 30, 2013
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Established
2009
Headquarters
New Delhi
Operation Centers
Delhi , Faridabad , Amritsar
Employees
100+
Servicing Customers Across
UK
Support Channels
Voice, Email, SMS & Chat/Web Self Help
Services
Contact Center Services and CRM Solutions
Industries Served
Consumer Durables, Government, PSU, Retail, Technology, Telecom , Travel and Hospitality and BFSI
Company Profile VTL
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M.R. J .L Vij Founder & Finance Head
Mr. Ankur Vij (Founder and CEO) is a B.sc., MBA . with rich experience in international BPO business management and currently voice based sales process for some financial companies of UK
Mrs Pooja Vij , MBA Hr with rich experience in International Markets and currently engaged in Hr Stratergies content writing projects.
Mr. Harmeet Singh Rekhi , Graduate with rich experience of working in international BPO higly sales driven
Mr. Jatin Nangia , MBA, from UK and have great working xperience in Project Management , Finance & Call Centre Operations
Mrs . Pooja Vij GM, Human Resource
Mr . Harmeet Singh Rekhi GM - Operations
As a part of growth strategy, V intends to deploy management consultants who have rich experience in setting up and supporting new business units.
Management Team VTL
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Our Existing Clients VTL
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Contact Center
Services
CRM Solutions
Multi-ChannelSupport
Employee GrowthEmployee
Satisfaction
Happy Customer
Our Employee First Culture Our Offerings
>>>
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Focus on Customer Satisfaction VTL
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Integrated Solutions
Customer Care
Collections Support CustomerLoyalty
Product Support
Order taking & processing
Sales Support
CustomerSurveys
What we do? VTL
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Customer Support
Order Entry
Loyalty Programs
Technical Support
Pre/Post Sales Support
Marketing Campaigns
Customer Feedback & Survey Management
Voice/IVR
SMS
Web Chat & Self Service
Inbound Support Outbound Support Support Channels
Appointment Scheduling
Product Familiarization
Lead generation /Cross-sell, Up-sell
Our Multi-channel Services and support Channels VTL
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Profile Matching
Recruitment Channels
HR screening
Online TestsPreliminary
Background checks
Offer Letter
Offer letter mentioning Date of Joining, Role & Salary
Reference Checks, Credit Checks, Criminal Checks
Candidate profile screened suitability gauged basis Customer
Service Orientation, Overall Attitude & Energy etc…
Verbal Reasoning & Communication Test
Based on Client Inputs and Processes
Domain Specific Tests, Typing,Grammar, Essay, Keyboard Skills,
Browsing Test
Government Trg.centres, Employee referrals, Walk-ins, Campus hires,
Advertisements
Our multi-stage recruitment process ensures we have stringent quality
control while operating at large scale at all times
Screening
Hiring Procedure VTL
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VTL Training Methodology
Process Training
TransitionTrain the
Trainer
Soft Skills/Ling
uistic
Evaluation
• Client training knowledge transfer*• Training Content development*• Mock sessions*
• Blended training (e-learning + classroom)• Understanding of customer demographics*•Soft skills
• Negotiation • Behavioral
training
• Escalation process• Mock calls• Recorded calls*• Role Plays• Simulation based scenarios#
• Sales orientation
• Coaching sessions*• Floor support• Feedback sessions*• Recursive trainingProcess
• Agent analytics#
• Quality management#
• Competency reinforcement
Training Level
Time4 days – Knowledge Share3 days – Hand-holding1 day – Review
2 day – linguistic review3 day – training
9 day – process training1 day – certification 5 days 1 day
Outcome Knowledge transfer Agents trained on customer demographics Agents ready to go-live Process improvement
guide creation Quality Measurement
StakeholdersClient Trainer: 50%VTL Trainer: 50%Agent: 0%
Client Trainer: 20%VTL Trainer: 40%Agent: 40%
Client Trainer: 10%VTL Trainer: 45%Agent: 45%
Client Trainer: 20%VTL Trainer: 40%Agent: 40%
Client Trainer: 35%VTLTrainer: 35%Agent: 30%
* Client inputs # VTL Standard Template/Tool L1 – Knowledge Transfer L2 – Handholding
Training Process VTL
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VTL Quality Methodology
Calibration
Training Needs Identification
Categorization
Sampling &
Monitoring
Corrective
Improvement Plan
•Dividing batch into categories•Defining category threshold
•Transaction monitoring•Agent ranking•Feedback sharing
•Calibration frequency•Mapping client expectations•Reduce variations
•Focus group training plans•Smart packs•Removing gaps
Process
•Tracking and implementing training opportunities•Extend CIP plans
FocusEnsure maximum coverage of monitoring and feedback
Bottom and average performers with an eye on top performers
Achieving 90 % accuracy over individual parameters
Trainers and trainees have ample time to work upon the training areas
Performance improvement with continuous focus on weak areas
Time 1 day 30 day – QA2 day – Feedback 7 day 30 day 42 day
Outcome•Category reports•Threshold benchmarks
•Sampling report•Monitoring report•Coverage plan
•Calibration report•Training need identification
•Training trackers•Effectiveness reports
•Quality report with thresholds
StakeholdersClient QA: 50%VTL QA: 50%Agent: 0%
Client QA: 20%VTL QA: 40%Agent: 40%
Client QA: 10%VTL QA: 40%Agent: 50%
Client QA: 20%VTL QA: 20%Agent: 60%
Client QA: 5%VTL QA: 45%Agent: 50%
Quality Management Process VTL
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VTL AssociatesVTL Servers
Client/ Program Management Quality Control Associate Communications
VTL
High Configuration Servers – CTI Server Enabled Contact Center
Extensive Reporting, Analytics And Management Tools - Transparency To Operations
Ability To Meet Client’s Dynamic Capacity Requirements - Scalable Architecture
Fully Redundant Gigabit LAN Backbone
Maximum Redundancy And Fault Tolerance – Operational Redundancy
Client Location
Technology Backbone Maters
In-house Technology
Experience of developing customized CRM solutions
Visibility and transparency into outsourced operations through
Technology VTL
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Operational Excellence
• Online agent scheduling and quality monitoring system to increase transparency and resource utilization
• Robust transition methodology, business continuity planning
Automation
• Training, Scheduling and Quality Automation to enable higher management control and lower operational costs
• Increased performance efficiency leading to consistency in service delivery
People Practices
• Employee empowerment through Employee First culture and multifarious growth opportunities
Quality Assurance
• Business Excellence team to ensure quality rigor in each step of service delivery
What sets us Apart ?
Why Us? VTL
