flatworld solutions - call center
TRANSCRIPT
Flatworld Solutions is headquartered in the Silicon Valley of India, Bangalore, famous the world over for being the hub of outsourcing activity. We also have our offices in the USA and UK.
Our customers are located in the US, Canada, UK, Norway, France, Australia, The
Netherlands, Switzerland, Israel, India, Sweden, Germany, Brazil, Ireland and UAE.
Our Execution centres are located in Bangalore (multiple locations), Pune, Mysore, Philippines and South America.
We provide comprehensive Contact Center Solutions which include Inbound, Outbound, Technical Support, Email, Chat, CCTV Monitoring, CATI and Data entry support.
Flatworld provides Multilingual Support including English, Spanish, Portuguese, German, Arabic, Mandarin, Italian, Russian & French.
A HISTORY OF GROWTH
PeruLima Bolivia
La Paz
INDIABangalorePuneMysore
PhilippinesDavao City
Customer Locations FWS Global Delivery Centers
Flatworld Solutions Inc USA
Flatworld Solutions Inc UK
Flatworld Solutions P Ltd. India
Bogota -ColumbiaKenya
System and Tools
FLATWORLD INFRASTRUCTURE & SECURITY OVERVIEW
• Firewall: CISCO PIX and Fortigate• Access control: Biometric and proximity• Power Redundancy: All systems backed up with UPS and
generators• Internet Redundancy: Multiple ISPs with stringent SLAs • Business continuity solutions across multiple locations and
cities
• Cisco PIX firewall• 3DES support for secure VPN communication• Mcafee Enterprise suite for Virus prevention and cure• Spam filter for Internet access & mail server• URL filtering application from surf control• Physical access controlled by access control• Restricted Internet Access based on Domain Authentication• Logging of Internet Access at user level• No personal Mail & Internet access at Agent’s desktops• External storage media and printing facility disabled at agent
stations• Profile based Desktop access which allows access to only
required minimum applications. No data storage access at local machines.
• Centralized server based storage.• File system access policy based on user authentication
• Mobile Reporting App• CRM• Chat Application• Knowledge Base• Quality Dashboard• Survey Application• Dialer / 3CX Phone System• Call Recording
Mobile Reporting App
The first ever business process outsourcing mobile app of its kind for our customers and can be customized to get real time and secure access to individual projects and reports.
Graphical representation of critical data.
Overall this app would help for real time monitoring, graphical insights, visibility into the process, easy & immediate feedback etc.
SALESFORCE – CUSTOMER INFOINDEX
Phone Number Account Name Provider Name Created Date Account Status
The desired account is selected and the customer’s account is verified using the Account Name, Phone Number, Email Address and the Mailing Address.
SALESFORCE – BILLING & CASE DOCUMENTATION
The validity of the plan is verified on the Plans section by selecting Billing Console:
The transaction details can be viewed on the Transaction section also by selecting Billing Console:
Live Person Chat Application
Before the Chat Session
During the Chat Session
K-BASE – BROWSER VIEW
QUALITY DASHBOARD
Week 1 Week 2 Week 3 Week 4 Week 50.0%
10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%
0
1
2
3
4
5
6
Quality Score - Weekly Trend
Agent 1 Agent 2 Agent 3 Agent 4 Agent 560.00%
65.00%
70.00%
75.00%
80.00%
85.00%
0
1
2
3
4
5
6
5 5 5 5 5
Agent Wise - Quality Score
Axis
Title
Week 1 Week 2 Week 3 Week 4 Week 50
5
10
15
20Defect Count - Weekly Trend
12%18%
58%
12%
Defect - SPLIT
Call Opening Process & ProductSoft Skills Call Closing
SURVEY DASHBOARD
DIALER / PHONE SYSTEM
CASE STUDIES
CONTACT CENTER SUPPORTClient is a Domain Registry and registry service provider based in London, England that currently manages the .la and .pw extensions, and is the back-end provider for sixty new Top-Level Domain applications. It also offers subdomains under the following second level domains.
They approached us to handle the Contact Center requirement. They needed us to handle all three aspects of communication i.e. Calls, Emails and Chat. They required an after-hours coverage including the weekends.
Flatworld Solutions established a strong understanding of their business and deployed a team of 10 resources for the pilot.
Key Responsibilities:
• To attend all inbound calls and provide relevant product information.• Address orders and subscription related queries. • Log tickets and make sure that it closes with the stipulated time frame. • Address all email queries with the right resolution and guidance. • Upselling to acquire more business. • Log cases and escalate it to the right team for work upon.
The client had initially signed up for 6 months trial but even prior to the completion of the term they approved an extension of contract and added additional resources.
OUTBOUND CALLING & SALES SUPPORTClient is a global manufacturer of scales and analytical instruments. The company consists of several operating divisions in North America and Europe. They specializes in the area of precision instruments for professional use. Their laboratory instruments are used in research, scientific, drug discovery, and quality control labs, amongst many others in the pharmaceutical, chemical, food and cosmetics industries.
The requirement was to reach about 60,000 contacts across USA, UK, Australia, Spain, Mexico and Brazil on a quarterly basis. The list of contacts included existing customer and qualified prospects. The objective was to gather their feedback and identify their interest in the products.
The project demanded to have multilingual skills as the contacts were spread across 6 different countries. Flatworld dedicated a team of 20 agents with English (USA, UK, and AUS), Spanish and Portuguese language capability to perform the required tasks.
The defined SLA’s for the project was:
• 50% conversion ratio.• Weekly reports in the desired format with actual disposition.• QA team to monitor calls and provide feedback. • 100% calls to be recorded and sent on a need basis.• Client to be intimated in case of a hot lead was acquired.
Other Support Provided: Data Management, Translations Services, Software Development and Imaging Services.
Client is a pioneer in health care IT, changing the paradigm on how provider information is used to dramatically improve processes across the entire spectrum of the health care industry.
Having their local operations in the USA they always felt a need to acquire a method to save the running expenses which was affecting their overall profitability by a major margin. Flatworld Solutions took the challenge of reducing their current expense by 30% and in less than 6 months’ time they realized and stamped our statement. Their business needed a team of qualified Calling operators who can follow up with Doctors and Medical practitioners. To handle a large volume of data they needed a team of Data management operators. Flatworld deployed a team of 4 data management and 2 calling resources.
Key Responsibilities:
• To work on the online portal to maintain the documents of the Medical Practitioners• Make calls to Doctors and medical practitioners to process their application.• Log tickets on the portal and intimate the team to follow up.
Post successful completion of the trial Client scaled up the team to 35 resources.
Other Services Provided: Payroll Processing and Tax Filing
OUTBOUND CALLING & DATA MANAGEMENT SUPPORT
OUR MODEL OF ENGAGEMENTFixed Pricing: In this model Flatworld would deploy a team dedicated specifically for the project. Each resource will work for 168 hour a month, The SLAs for quality and productivity would be mutually agreed upon with the customer.
Flatworld has other pricing models which can be customized to meet your specific business requirements.
This Includes:
A team of qualified agents best suited for the project. An experienced project management team. A shared QC team to monitor the agents calls and give constructive feedback. Automatic dialer and CRM to receive and make calls. This includes the telecom expenses. Access to customized reports of the teams productivity and performance. Access to call recordings Other Benefits: Flatworld also has an in house software development team which enables you to leverage current technology for your
business. (Including application, web and Mobile development) Capability to support multiple languages.
Take a Virtual Tour
https://youtu.be/DAxovcKhOFQ
HOW CAN WE HELP YOU TODAY?
United States : +1 646 619 4969India : +91 702 279 0954
www.flatworldsolutions.co
m www.outsource2india.com