updated 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.
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, Kenya, Peru, Bolivia, Paraguay, Argentina, Columbia and Mexico.
We provide a complete Contact Center Solutions with includes Inbound, Outbound, Technical Support, Email, Chat, CCTV Monitoring, CATI, Data Entry etc.
Flatworld provides Multilingual Support covering 9 foreign languages which includes : 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
Argentina
Costa Rica
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 ISP 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• VLAN based network (for different groups, processes, servers,
etc.)• Restricted Internet Access based on Domain Authentication• Logging of Internet Access at user level• No 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• Flatworld HRM 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 results –
Graphical representation in the form of Pie, Line, Bar/Column, Combination & many more. It also can be differentiated in various levels and can be categorized as per time intervals. For E.g. – Real Time, Daily, Weekly, Monthly, Quarterly & Yearly
Overall this app would help for real time monitoring, graphical insights, visibility into the process, easy & immediate feedback etc.
This is mostly used by internal employees to manage leaves. This happens on a real time basis giving the project & people enough time to plan actions accordingly. This is another reason which helps us to stay ahead of the competitors in terms of employee satisfaction as our attrition rates are very minimum.
Flatworld HRM App
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
OUR MODEL OF ENGAGEMENTFixed Pricing: In this model of support Flatworld would deploy the required number of resources. This model ensures for a quick setup and more focused approach while execution. Each resource will work for 168 hours per month and would be dedicated solely to one client.
Our Offer Includes:
A team of qualified representative best suited for the project. A project management team with an accumulative experience of 35 years. A training team to train the agents on Voice & Accent, customer service and sales skills. A Shared QC team to monitor the agents calls and give constructive feedback. Automatic dialer and CRM to receive and make calls. Includes the telecom expenses. Access to customized reports which will give a clear picture on the team’s productivity and performance. Access to 100% call recordings Other Benefits: Flatworld being a one Stop Shop can assist in several other business requirement. E.g. Software and Web development.
(Please refer : www.flatworldsolutions.com Capability to support 12 foreign languages.
o English, Spanish, Portuguese, German, Arabic, French, Italian, Japanese, Cantonese, Mandarin and Hindi
Take a Virtual Tour
http://youtu.be/E5ki1Rzqx5Y
HOW CAN WE HELP YOU TODAY?
United States : +1 609-945-1685Philippines : +63-917-704-7077
www.flatworldsolutions.co
m www.outsource2india.com