Download - Kankei Corporate Profile 2013
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Corporate Profile
GoOutsource.com
Power your brand with GoOutsource.com
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COMPANY OVERVIEW
• India’s leading integrated marketing services company in the customer lifecycle management & relationship marketing space
• In our Tenth year of operation
• Independent, privately-held company
• Over 150 professionals working in the United States and India
• Uniquely positioned to provide clients with turnkey support
• Augmented by specialist associates & network partners
• Business Reps in USA & India
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CALL CENTRE
• We assist businesses in managing their voice & non-voice processes with specific focus on customer & trade contact
• As a specialist mid-sized company we focus on incubating & managing specialized processes that require a business solutions approach
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ABOUT GoOutsource.com
BPO Pioneers in the domestic BPO Industry
14 years of BPO experience
Self funded, Financially Stable
Presence in 2 countries: Singapore & India
Strong track record and successful service delivery for Multinational and National Clients
Robust Top Management Team with 100 man years of experience
Team of over 450 people across the GoOutsource.com Network
Emphasis on technology enabling and CRM for total customer satisfaction and retention
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MANAGEMENT TEAM - BPO
– Ajay Miglani• Group Chairman & Managing Director
– Ashima Barman• VP - Operations (Head - BPO Services)
– Sumana Brahma• Regional Head - Operations (East)
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GoOutsource.com BUILDS BRANDS
We work as your partners
We work to deliver you
Convenience
Flexibility
Results
Customer Service
CustomerRetention
Customer Acquisition
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GoOutsource.com INDIA
Contact centres in: Mumbai DelhiKolkata
Associate Centers in: Bengaluru Hyderabad
Capacity of over 1000 seats across India
Process Volumes handled: Over 20 Mn Inbound calls managed per annum Over 10 Mn Outbound calls per annum Over 2 Mn Mail outs per annum Over 2 Mn E-mail messages per annum Over 1 Mn SMS – Outbound per annum
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PROCESS CAPABILITIESWe encompass the customer life
cycle:
Lead Generation Order Processing Customer Service
SMS Voice Web Chat Email Response
1-800 Direct response Customer On-boarding processes Tele-Sales Social Media Monitoring and Response
Blogs Twitter FacebookOur services cater to:
One-time requirements Spill over requirements Intermediary requirements Long Standing requirements
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CAMPAIGNS EXPERIENCE INDUSTRY
Lead Generation Yes Telecom / BFSI
Tele sales Yes BFSI/ Insurance / Brokerages
Welcome Calling Yes Telecom / BFSI
Customer On boarding process Yes Telecom / BFSI
Cross Sell / Up sell Yes Telecom / BFSI
Low Usage / Dormancy / NUNP Yes Telecom / BFSI
Customer Service - Inbound Yes Telecom
Customer Service - Query Resolution / Satisfaction calling Yes
Telecom / Durables / Consumer Goods
Advertising Response Yes BFSI / Durables
Win back - Retention Yes Telecom / BFSI
Add on Features Sell Yes Telecom / BFSI
Order processing – Supply Chain Process Management Yes
Catalogue / Pharma / Food Industry
Collections Yes Telecom ( Limited experience )
EXPERIENCE RANGE
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Dialer/ ACD & PABX
• Dialer/ ACD features– Integrated Voice Response system– Hybrid System with Dialing , SMS , Email – Conferencing capability – Multiple Dialing Capability Automated Pacing control , Campaign based
Pacing control – Reporting capability on Dials , Attempts , Agents , Campaigns , Skill sets.– Emergency Record and Supervisor Alert – Calls In Queue Display – Agent Statistics Display – Inbound Call Routing – Call distribution – Real-Time Agent Status Display
• Voice Logger– 100 percent Voice recording ( Automated ) – Rules Based Recording Possible – Unlimited Archiving capability– Easy Searching Capability
TECHNOLOGY
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Case Studies
Name of the Client: Nirulas Services Provided: Inbound order-processing and customer service and outbound coordination with Stores across NCR region from a centralized set-up.Location: Delhi
Name of the Client: ICICI Prudential Services Provided: Outbound lead generation for life insurance and ULIP products, upselling & cross-selling to existing customers on PAN-India basisLocation: Mumbai, Delhi, Kolkata, Bangalore, Ahmedabad & Pune
Name of the Client: Johnson and Johnson Medical Services Provided: Inbound order processing lines , Customer service lines Process details: Manage Order processing for JJMI . All orders for the whole Johnson medical India processed at the Deonar centre Current process over 40000 Lines a month Use the Global J & J JD Edwards System Order processing includes credit tracking , ware house tracking , Delivery Tracking and customer Satisfaction. Location: Mumbai
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Case Studies
Name of the Client: Yashwant Rao Chavan Maharashtra Open UniversityServices Provided: Customer Service for Students of YCMOU to cater to their queries of academic and administrative nature. Coordinating with all the departments of the university to provide a single point of contact and redressals for the studentsLanguages supported: English, Hindi, MarathiLocation: Mumbai
Name of the Client: Future Bazaar India LimitedServices provided: Catalogue management, order-processing and centralized inbound call center for facilitating online purchases with the help of an IVR-based payment gatewayLocation: Mumbai
Name of the Client: PfizerServices Provided: Inbound Helpline and Customer Service for the Health Mobile platform offering discounts on purchases via SMS service and adverse events query resolution.Languages supported: English, Hindi, Location: Mumbai
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Case Studies
Name of the Client: India Today Group Services Provided: Inbound order processing lines , Customer service lines, Outbound Sales lines , Backend data entry for Order processing and warehouse co ordination. Location: Delhi
Name of the Client: Johnson & Johnson India, LifescanServices Provided: Inbound customer service to users of diabetes meters and hand-holding support for senior citizens with usage instructionsLanguages Supported: English, Hindi, Marathi, Gujarati, Bengali & South-Indian languages Location: Mumbai
Name of the Client: Ministry of Overseas Affairs (OWRC)Services Provided: Inbound helpline for labor-class people travelling overseas for employment opportunities. This helpline resolves their queries pertaining to VISA, passport, etc.Languages supported: English, Hindi, Punjabi, Tamil, Kannada, Malayalam & TeluguLocation: Delhi
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TECH-BRANDS EMPLOYED
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Our Value Proposition
Fully automated technology oriented contact center linked with multiple touch points
Regional contact center helps Clients to have control over the customer data− Ongoing enrichment of database − Re-usability of the enriched database to arrive at various
calling− patterns
In-house customized software with a flexible workflow engine to suite any requirement.
Blended skill sets for inbound and outbound services
In-house Training division for an ongoing training needs – which is a key success factor
In-house Staffing division to take care of manpower recruitment
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THANK YOU!GoOutsource.com Process Management
ServicesCorporate office: B-301/ Dipti Classic, 32/34 Suren Road, Chakala,
Andheri East, Mumbai 400093
Tel. No.: 022-26846161 Fax No.: 022-26846171