Enser slideshare
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Enser Communications provides customer interaction and outsourced consumer services. Its mission is to be the preferred partner for clients by offering cost-effective and scalable solutions. It treats each client as a business partnership and focuses on understanding objectives, customizing models, and delivering maximum return on investment. Enser's services include marketing tools, customer service, technology solutions, and data management. It aims to offer clients the best programs through overcoming challenges in technology, geography, or operating model.
Enser slideshare
- 1. Enser Communications Pvt Ltd
- 2. TIMELINE
- 3. Mission The primary motivation for Enser is to become the preferred partner for all its customers and support them with the best possible solutions with a cost effective and scalable business model.
- 4. PHILOSOPHY Treat every client relationship as a business partnership. Our approach is focused towards… Creating customized outsourced consumer interaction models Understanding our clients business objectives Implementing and managing these to deliver maximum return on investment Evolving the program mix over time in sync with the changing strategic business objectives Work towards offering the best program over-coming challenges in terms of technology, geography or operating model.
- 5. Strategy & Development Marketing Tools Customer Service / Support Services Analysis of current customer interaction platform Strategic projects on integrating customer contact & experience Add-on technology solutions to simply customer interaction Tele-marketing & Online marketing IVRS solutions & Management Solutions Click-to-call solutions & Engagement / Loyalty programs Customer Service contact center Creating Self-help platforms –online & on the phone Email /chat support & Retention & Renewals
- 6. •Single view of the business Database management & intelligence Running automated program upsell / cross sell programs Managing efficiency and regulatory risks like 'DNC'. Daily Reporting
- 7. Our Approach Customer Lifecycle Phase Customer Touch Points Media Used Prospect Customer New Customer Existing Customer Selling & Acquisition Activation & Welcome Maintenance & Conservation Online, Tele-marketing, contact center, mobile technology, self-serve, e-commerce platforms Integrating all customer contact opportunities for measurable returns and a consistent brand experience
- 8. Capabilities Key Strength Client Help Technology BCP Data More Work Capabilities Handling regional customers using multi linguistic skill sets Help our clients to run a central Call center set up as well as manage distributed contact centers Customization of technology - Using Web , SMS and voice technology Business Continuity Plan in place to ensure 100% uptime. Systems & Database security management Campaign management , Data management & analytics
- 9. • We combine technology with • Conventional call center business. • Using Technology, to achieve results at reduced costs.
- 10. Value Addition • We offer single box products that would otherwise need various agencies like SMS responses, live integration with client database / websites etc. • Click-to-Call Services - for immediate response to customer • Comprehensive IVRS Development & implementation
- 11. LMS (Lead Management System) Evolved Telecalling setup Aggressive customer acquisition Reminder calling contact point for customers Loyalty program cross selling Inbound Setup Our Expertise In-depth experience of the business for more than 10 years helps us get a 360° perspective to client requirements.
- 12. Our Expertise Customer Engagement HNI Customers Handle HNI customers with care Use email survey regularly with them. Allocation of HNI customers to specific team members. Conventional calling tools and automated outbound calling software for various actions. Wish them on birthdays/ anniversary. Take feedback of services used.
- 13. CUSTOMER ACQUISITION PROGRAMME LEAD MANAGEMENT SYSTEM Use the tele calling / internet medium to acquire new customers. Profiled data of customers / prospective customers to be created and worked on the same using predictive dialing technology. To ensure total utilization of leads using a robust LMS software. This would also bring about transparency and accountability among the sales team on the outcome of each lead generated for them.
- 14. Our Expertise LOYALTY PROGRAMME CROSS SELLING ON-LINE CHAT Various loyalty programs can be designed for your customer and keep them engaged with the brand Data profiling to identify customers as per service offerings used and through tele calling get them to visit other properties or get them to organize parties / functions at different venues. Organize and implement online chat support for existing customers as well as prospective customers.
- 15. WORK FLOWS 1. Pharma Web Portal 2. Leading ATM Manufacturer 3. Insurance Customer Acquisition 4. Insurance Lead Generation 5. Bank 6. Leading Printer Manufacturer 7. Leading Beauty Salon 8. Leading Automotive Company 9. HRMS
- 16. Dialer dials the call using 140 number & connects the agent to doctor Data is Updated on Doc on call Website Doctor Call monitoring status monitoring status mailed to owners MIS is sent to ClientsDialer data sent to mail server DB server Pharma Web Portal QA % calls are audited by QA team Call center DB server Required info captured by tele caller Call disposed in dialer & summary is stored on call center DB Direct registration done by doctors Direct response captured at call center sever SMS blast is done Acquired data mail to call center Mail are sent to Doctors
- 17. CRM update to send request to ware house Transfer to agent Spare delivered to L1 Ticket raised and TAT informed Feedback calls Under warrant y complaint calls Leading ATM Manufacturer Serial no is obtained & details are fetched from CRM to location Lands on dialer ATM UPS calls Non -ATM UPS calls Tracking of service engineer is done basis the serial number Ticket is raised & L1 field engineer is contacted Call closed without spare Call closed with spare Require Tech help Required spare Require Tech help provided Call closed Call open Call open Call conference to LE / SME Call closed with spare CRM update to send request to ware house ATM calls ATM calls Response 2 hrs. Closure 4 hrs. Call Closed In City
- 18. Data base is procured from vendor Call-Center- Central DB Server Tele caller speaks to the customer to extent allowed in the script Dialer dials the call and connects the agent to customer Customer Application with required docs & cheque is submitted at Clients Feedback on Advisor meeting to captured Other MIS reports pertaining to dial outs. Appts & conversation are mailed daily to Clients Offer a cheque & document pickup Doc & cheque pickup is submitted to fulfillment exec at CC Doc & cheque pickup are updated on call center server & mailed across to Clients Once pending is resolved policy is issued or declined Policy issued & delivered to customer Pending are sent back to call center for resolution Insurance Customer Acquisition
- 19. Data base is procured from vendor Call-Center- Central DB Server Tele caller speaks to the customer to extent allowed in the script Dialer dials the call and connects the agent to customer CustomerLead is verified and certified by QA Appointment to meet up to advisor is fixed and mailed across to Client Meeting Status is Updated post meeting on LMS The same is checked at call center and met cases are updated MIS is Sent to Client Appointment to meet up advisor is fixed Insurance Lead Generation
- 20. Customer fills up the enquiry form Tele calling done & potential checked Data is forwarded to dialer server Customer Response captured & updated on central DB MIS is sent to bank with details on allocation Leads is allocated to RM Data moves to call center DB Call center DB server Customer DB server Tele caller Calles server Bank
- 21. Successful installation Details are access from CRM Daily/weekly/monthly data is mailed to call center & uploaded by dialer Field team is contacted for report Leading Printer Manufacturer Transit damage Upload data routed to outbound agent Installation Field team is contacted for report Up dation is done real time on CRM Feedback from field team Installation report updated on CRM Replace or repair as guided by spoc PM calls are allocated as per the schedule in CRM Spoc to informed & call to be kept open till installation completed Commercial Transfer to agent Technical issue PM calls Feedback is updated on CRM real-time Reallocation In absence of assigned field engineer any type of call needs to be assigned to alternate recourse Feedback is updated on CRM real-time Sales enquiry icon Sales call has to be forwarded to SPOC assigned Other Calls
- 22. News paper Number is sent to call center via API Number from which missed call is received is captured Dialer/Router Number from which missed call is received is dialed Details are captured in CC server Customer Online Leading Beauty salon Television advertise Customer Tri party call is done Tele caller Customer gives miss call Clients server CC database serverClients Details are sent to Clients
- 23. Call is made customer Data is received from client side uploaded & made available for tele calling Service reminder CSAT Details are forwarded nearest sales team Demo is given Leading Automotive company Customer Sat C & QA Vehicle is delivered for post servicing OBD server Updated/Validated records update on server Lead generation data is dialed Customers information are taken down along with contact details. *Refer proposed questionnaire Feedback is taken of demo & sales staff Customer is called feedback Call is made customer Dashboard is checked for availability & service appointment is fixed as per availability Specific complaint if any is noted by the TC & updated on the dashboard Break down & service assistance feedback Complaint feedback Enquiry feedback Sat C & QA Customer comments are recorded Customer Customer Customer Customer feedback is updated on a central system for analytics.
- 25. HR Team Hiring AdminEmployees Retention
- 26. Hiring Process Reference InstituteJob PortalPrint MediaConsultant
- 27. HRMS Portal
- 28. Skill sets for agents & supervisors are drafted HR round of interview Ops round of interviewSelection of candidates Manager assigns the agent to TL Trainer hands over the agent to process manager Quality & disposition training done by quality team Requirements sent to HR team Hiring, Training & Implementation Road Map of CSR Agreement on number of seats form Client LOI/PO received Offer letter Mock call certified Agent moves to 2 days soft skill training Agent moves to product training2 to 3 days product process training – Day 3,4 & 5 Agent goes live If Not Agents handed over to HR for feedback & retraining.
- 29. Training & Development Purpose • Continuous growth of the organization depends on the ability of the organization to quickly train and develop resources. technical, non-technical and management need to have a uniform and consistent training policy across the organization. Policy • Provide adequate budgetary support for organizational level trainings. • The organization is committed to create a culture of learning and employee growth • Objectives of the training policy • Identification of training requirements & nature of training • Implementation mechanisms • Support needs • Measurement of the effectiveness of individual programs • Effectiveness of the training process Scope
- 30. Training Program • Induction • 4 Hours of Induction • Soft-skills Training • Product Training • 1 week of product training • On Job Training • 3 Days of OJT
- 31. QUALITY STRUCTURE Call Monitoring Quiz Cap Feedback R & R Calibration Conduct product knowledge test for entire floor Corrective action plan to be implemented for defaulters Rewards and recognition to be conducted for top performers Pre-defined calls to evaluate per agent per week Basis The call monitored appropriate feedback to shared wherever required Internal and external call calibration to be conducted on frequent intervals Quality Framework
- 32. Sr. No. Activities Frequency Report 1 Weekly presentation with QA Manager Weekly Weekly Presentation 2 Monthly presentation with QA Manager Monthly Monthly Presentation 3 Plan & implement CAP on the floor every month Monthly Refresher Training Tracker 4 Ensure - Internal calibration Weekly Calibration Tracker Internal 5 Ensure - External calibration Monthly Calibration Tracker External 6 Ensure - Quiz for , Supervisor, SME & TL Monthly Quiz Score 7 Ensure - Monitoring number & Feedbacks Daily Monitoring Report 8 Meet & document 1 TL in a week Weekly MOM Tracker 9 Monitor the CAP on the floor and raise alarm Daily Refresher Training Tracker 10 Ensure Dip sticks on the floor Weekly Dip Stick Report Quality Actions
- 34. Current services for clients Inbound customer care service for the biggest holiday company . Inbound 24x7 emergency service(Dial 100) for Navi Mumbai Police. Lead generation process for the biggest time share and holiday company. VAS sales process for the biggest telecom content company. Email and chat support for 3 banks for their merchant helpdesk. Providing lead generation for multiple BFSI Companies . Multiple consumer contests for IPL, Star Plus, & Colors TV. Service in almost all the regional languages for two of leading and esteemed banks
- 35. Contact US Head Office EL-122,Electronic Zone MIDC, Mahape, Navi Mumbai - 400701 info@enser.co.in