Domestic Inbound Process 30 seats

Domestic Inbound process details 30 seats and can ramup up to 50 seats 

The client:

 The client is an Indian based company which is a leading re-seller and super stockist of a wide range of Electronics and Home appliances products. They offer products at prices no other seller can match. Their prices are unbeatable. They market products of all major brands and also lesser known brands such as Nevica, Kemei, Sansui and Aftron to name a few.

 XXXXXXXX a home-grown electronics brand of the Al-Futtaim Group, established in 1930 and is UAE's leading business conglomerate which has recently set up 600 service centres in India reiterating its commitment to provide ultimate satisfaction and high quality after-sales service to Aftron customers based in the subcontinent.

The client in India is looking for qualified and reliable contact centers within India to handle domestic level customer care services and sales efficiently on behalf of the company.

A team of a maximum of 30 customer care executives (languages required: hindi, english & state local language compulsory.. any other language know will be additional benefit) per contact center will be needed to handle calls initially as part their expansion strategy.( *can add upto 50 seats which will include 20 seats with  some other language as specified by the client) Further expansion will happen according to the growth of the business locally.

 AS OF NOW CLIENT IS LOOKING FOR 2 CENTERS PER STATE TO STATRS OPERATIONS ON ASAP BASIS TO SERVE THE STATES WITH LOCAL LANGUAGES. FUTHER EXPANSION/ADDITION OF MORE NUMBER OF CENTERS/SEATS WILL BE PLANNED ONLY AFTER 6, MONTHS TIME FRAME.

The Team:

1) Totally 30 call center agents

   a) 20 agents to handle inbound calls

   b) 10 agents for outbound calls

2) 1 Team Lead per 10 agents.

3) 2 quality analysts to monitor calls and qualify every sale made over the phone.

4)  1 dedicated trainer for product training.

Shift timings:

10 am IST to 6 pm IST

6 days a week. Monday to Saturday

AS OF NOW IT WILL BE OPERATIONAL  6 DAYS A WEEK AND 8 HRS PER DAY. FURTHER CLIENT COMPANY MAY EXPAND OPERATION TO 2 SHIFTS OR EVEN 24x7 OPERATIONS WITH TIME IN FUTURE.

Payouts:

A) For inbound there are 3 levels of payouts:-

1) 30,000/- INR per seat per month

2) 35,000/- INR per seat per month

3) 40,000/- INR per seat per month.

The payout will depend on the quality and performance of the inbound team.

4) 10% commission on every sale.

B) Outbound:

Purely PPP (pay per performance) Fixed 20% commission of every sale.

The quality parameters will be discussed at the time of signing the SLA.

C) Advance Payment- Upto 50% of the projected billing will be paid to the center as an advance payment depending on the performance of the center during the training period and after successful certification of the contact center agents before going live.

Sign-up and procurement procedure:

Sign up is directly with the client.

1) Send LOI (letter of intend) along with company’s profile with pictures and following documents:-

 a. Firm's registration copy

b. D.O.T. Licence scan copy

c. Detailed Network diagram

d. Copy of ISO Certification

e. Profiles of all the Directors

f. Company's Technology Profile

g. Director's Pan Card's Scan copy

 2) Upon approval sign an NDA with the client.

 3)  Upon receiving affiliation confirmation which needs maximum of 3 working days, sign the SLA and begin training.

 Training and related expenses:

 The center will send their trainer to the office of the client for a 4 day training program. The trainer will in turn return to the center and train the agents

The client will bear the lodging and food expenses.

Cost of procurement:

 1) 66,500/- INR in the form of a DD (demand draft) favoring the client. The break up of the same is:-

a) 24,000/- INR : Legal Duty charges

b) 24,000/- INR : Affiliate Membership Charge

c) 18,000/- INR : Admin and training charge

d) 500/- INR : stamp and notary charge

  

2) Client has appointed a local company to provide technical services and support to all contact centers working for it. The CRM and other necessary software will be provided by the appointed company. For this the center will need to pay a sum of 17,500/- INR per seat as a one time installation and security fees directly to the provider.

Consulting fees:-

Upfront: 13.5 lacs VIA DD/RTGS(negotiable)

Center should be having an M.O.U. agreement sign-up with us with acceptance of paying 15% of the monthly billing as royalty every month without fail as consulting charges.