RCSPL Call center

1. A division to support Business needs of Telecom, Banking & Financial Companies.

2. Vision: To become the most admired Business partner in Areas of Digitization,
Documentation, Call Center, Field Verification & Warehousing to Telecom, Banking and
Financial Sectors across India.
Mission: Growth through superior Customer Service, Innovation, Quality and Commitment.
Riddhi Corporate Services Pvt Ltd. (RCSPL) is the most promising Business partners providing
Cutting edge and Cost effective solutions.

3. Our Call Center Vertical
 Over 4000 Sq Ft of own set up for Call center in prime location of Ahmedabad

 Capability of Tailor made deployment of CRMs and Automated MIS by Inhouse IT
Team.

 Capability to provide integrated end to end solution (Call center + Field operations)

 Trained and Experienced manpower well conversant with English, Gujarati and
Hindi languages.

4. Predictive Dialling
Preview Dialling
Blaster Dialling – Agent Less
IVR Dialling
Real Time Monitoring
& Reporting
Automated Dialing
Basic Dialler
Features

Inbound Dialling
Timed Preview Dialling
Basic Dialer Features

5. Predictive Dialing with automated call distribution to ideal Agents, Skill based dialing
Timed Preview Dialing with specific preview time to view last trails of customer or agent
feedback
Interactive Voice Recording System
Blaster Campaign to check contactable of accounts – DRY DATA TESTING
Timed Preview Dialing with specific preview time to view last trails of customer or agent
feedback
Interactive Voice Recording System
Inbound Campaign Can handle incoming calls & route them to specific agent or any ideal
agent
Real-time agent Monitoring like Login hours , Attempted calls , Success Calls
Reports with Data for multiple combinations
Dialler Benefits

6. Call Center
Head
AM –
Training
AM - HR
& Admin
Project
Manager
Quality
Supervisor
Trainer
Quality
Analyst
Assistant
Manager
Team
Leaders
Tele-Calling
Agents
AM - IT
IT
Supervisor
MIS
Supervisor
MIS
Executive
CALL CENTRE HIERARCHY
HR
Supervisor

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Manpower & Recruitment

8. 8 8
Recruitment
Process
MANPOWER & RECRUITMENT
ADVERTISEMEN
T
REQUIREMENT
RESPONSE
MANAGEMENT
Not Suitable
Suitable
RESUME
SCREENING
Interviews with HR & Line Managers
Found Fit for the position
Internal
Database
update
for other
positions
Found unfit for the position
Internal
Database
updated
with
Rejection
reasons
INTERNAL
DATABASE
PICK & MAIL /
CALL FOR
INTERVIEWS
PERSONAL
INTERVIEW
REFERENCE
VERIFICATION
PROCESS
ISSUANCE OF
OFFER LETTER
INTERNAL
REFERANCE
POSTING IN
JOB SITES

9. 9 9
Training & Knowledge
Management

10. 10
Employee Selection based
On
Job Requirements
Training
Level
Identification
Advance
Level training
Prior Exposure in
similar process
No exposure to Call
Centre or similar
process
Elementary level
training
Advance
Report on Batch
completion
Induction
Training
Assessment &
Trainee Performance
reporting

Role Plays
Mock Calls
Call Barging
Live calling in
assistance with
Mentor
Hand-holding by
Trainers for
7 day
Training Plan
Report on
completion

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Our Infrastructures

12. 12
RCSPL shall provide Infrastructure as per requirements stated.
Please refer to below snaps of one of our Call Centre facility…

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13
Call Centre Capabilities
RCSPL CRM

14. CALL CENTRE CAPABILITIES
DIALER BASED
CENTRE FACILITIES
NON-DIALER CENTRE
FACILITIES
COMMON FACILITES AT ALL
CENTRES
ACD & IP Base
Telecommunication
Structure:
Outbound/Inbound Call
Centre with BLENDED
Licenses with 100 % call
recording
ACD &
Telecommunication
Structure: Outbound
/Inbound Call Centre
with SYSTEM
with 100 % recording
Dedicated Workstation Bays Client
wise / process wise, AC
environment with proper lighting,
Conference Rooms, Training Rooms
with adequate seating capacity &
equipment, Discussions Rooms,
Pantry . Adequate Power backup
arrangements at all center.
CTI Capability: IP based
Auto Dialer
CTI Capability: EPABX
Integration with the CRM
vide .Other Software for
Agents Monitoring & Call
Barging Facility
Networked Workstation with
Computer System of adequate
configuration. Customized CRM
(Tele-calling ), with all MIS &
monitoring reports
Any Requirement of System Integration will be specific to the
client need. As of now our Dialers and CRMs can be fully
integrated.

15.  Auto Dialers
 Digital PRI Phone Lines
 Industry Standard IT Hardware
 CRM Development as per Client
Requirement
 High Availability of LAN & WAN
Connectivity
 99.9 % Uptime
RCSPL provides end-to-end technology solutions customized to meet
the business needs of the Client
RCSPL CALL CENTRE TECHNOLOGY

16. Verification
Output Data to
Client
Validations
Contact Status &
Bifurcation
( as per work flow)
Output Data to
Client
Automated MIS
Query / Service Request /
Complaints
Additional # /Email ID
RCSPL– CRM FLOW
CRM & MIS can
be completely customized
Customer Interface
MIS
Executive

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Reports

18. REPORTING CAPABILITIES - ACD
Call Routing
•DNIS, ANI, Data Directed routing
•Longest idle, Terminal, Circular routing
•Multi Dimensional Skills-based routing
•Multi Site Post Call Routing

Queue Messages/Attention Retainers
•Wait-time & Queue Position Notification
•Queue Optimization
•Music on hold
•Voice Mail
Other Reports
•Hourly & Half Hourly Service level Reports
•Abandon Call Report
•AHT Reports
•Agent wise Reports
•Trunk Wise CDR Reports
•Agent Wise CDR Reports

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Quality & Monitoring

20. CALL QUALITY OVERVIEW
At, RCSPL solutions are about customer service and aims at
helping Principals in optimizing costs, setting-up &
outsourcing operations, improving the quality & efficiency
of service.

We are performance oriented professionals with broad & in-
depth knowledge of business issues and a thorough
understanding of the challenges specific to Insurance Sector.


QUALITY AUDIT OVERVIEW

21. FOCUS ON CALL
QUALITY
THROUGH
EXTENSIVE
MONITORING
100% Call recordings
and storage
Enterprise for
real-time monitoring
Call Barging in silent
barge and coach mode
Call recording search tool
Agent to
QA ratio = 70:1
VOC and Data
Capture audits
Agent performance
scoring & analysis
FOCUS ON QUALITY

22. ZERO TOLERANCE POLICY
Zero tolerance imposes automatic punishment for infractions of a
stated rule, with the intention of eliminating undesirable conduct. This
Zero tolerance policy forbids persons in positions of authority from
exercising discretion or changing punishments to subjectively the
circumstances: they are required to impose a pre-determined
punishment regardless of individual culpability, extenuating
circumstances, or past history. It is used in reference to policy that
spells out exactly which actions are forbidden. Zero Tolerance Policy
specifically addresses Rude verbiage / behavior on Tele-calls or Field
visits
ZERO TOLERANCE

23. Calling to be done as per the
predefined quality
parameters
Call Monitoring by QA as
per the SLA
Radom floor visit
by QA/ TL/ AM/
Manager to
monitor call
quality

Call rating
Rude Fatal <60% 60%To70% >70%
PIP
(Thrice)
Warning
letter-Once
Termination
Improvement No
Yes
Tele-calling Agent
makes call
ZERO TOLERANCE PROCESS FLOW

24. 24
Promote balance between Quality & Quantity
Focus on agent performance & satisfaction.
Actively monitor calls
Regularly coach agents
QUALITY AUDIT CONCEPTS
Weekly
refresher
training to be
conducted by
QA basis the
internal &
External evalua
tion
Immediate fatal
feedback to be
cascaded on
floor

Re- evaluation
of the CSEs

Training
document to be
prepared and
cascaded fatal
scenarios and
call handing

Refresher
training on
above lines to
be conducted
CALL LISTENING SESSION

25. 25
QA audits one call every day for all new joinees for a period of one month.

Calling standard and feedback are shared with the agent in the presence of the
Trainer & the Manager for improvement.

For existing agents the QA audits calls on a regular basis and provides feedback to
the agent in case the same is not up to the standard required.

For low performers, a PIP (Performance Improvement Program) is done during
which separate one-to-one sessions are held with the agent and their calls are
closely monitored by the QA

Development sheets are prepared for poor performers and are reviewed every
month for improvement.

Call listening sessions are conducted every month in the presence of the team for
better understanding of the self calls.




QUALITY AUDIT PROCESS HIGHLIGHTS

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MOTIVATION & RETENTION PROGRAMMES
Rewards & Recognition Practice
R&R
PERFORMANCE
BASED
INCENTIVE &
FESTIVAL
BONUS
Other Retention Tools
INTERNAL
GROWTH
PLAN
•Training
•Community Service
•Measurement
•Fun
•Responsibility
•Involvement
•Meetings
•Recognition
•Challenge
•Camaraderie
•Relationships
•Communications
•Vision &
Mission
•Exercises

27. Thank you for your valuable Time.