INDIA DOMESTIC CLIENT INBOUND

INDIA DOMESTIC CLIENT INBOUND

Inbound: Customer Support

(Center need to provide customer support to Job seekers and employers)

Start with 10 seats pay @ Inr 20,000/- 22,000/-agent + incentives (RAMP UP OPTION AVAILABE ON LATER STAGE SUBJECT TO K LOAD AND QUALITY)

PRI Line and Helpline number will be provided by the company and the monthly cost for the PRI Line will be bear by the company. The client company is having a online portal providing both b2b and b2c services to companies and individuals like HR, online & offline advertising, help desk for various local and international products and services

[A] SCOPE OF SERVICE:

.    Center will be equaled to provide with Inbound Customer service to our existing and new customers.

•      It should be noted that we are looking for multiple Service Providers in pan India Basis

•      Service Provider will have to provide Call Center services for the calls which could originate from any part of the country.

•      Call Center must be operative on 24/7 for Inbound.

•      The call center operations (Includes telecom network, call center setup, agents, services etc.) shall have a minimum service uptime of 99.5 %.

•      The Service Provider must ensure Quality Assurance of the Service and must establish, implement and evaluate a Quality Assurance governance approach ensuring the provision of high quality, contemporary, safe and accountable Service. The Service Provider must ensure the proper governance of the Service in accordance with best practice.

[B] VOLUME:

•      Inbound Calls: An expected call per day initially is 180 calls per agent; however Service Provider should be able to handle higher volume in future.

•      No. of Seats: Initially, it should be started with a capacity of 50 Seats.
Note: The number of seats/languages could be periodically reviewed for scale down/enhanced if need be upto 25 %.

•      All the agents must know English and Hindi and the local language to answer call.

•      The Call Recordings for to be stored for 90 days.

•      The information including the query asked and the answer given shall be recorded in a database and shall be used for the purpose of preparing MIS reports.

•      Agents will also be required to take follow up action.

[C] WORK PERFORMANCE:
Performance of the work will be Offsite; Service provider needs to perform work in their own office premises. Work must be performed within the boundaries of India.

[D] ELIGIBILITY: Indian, Companies from anywhere in India can apply for this.