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Inbound Call Center Services

 

Outbound Services

 

Back Office Services

 

Request For Proposal

Inbound Call Center ServicesInbound cakk center services

 

 

Q 2 Serves Inbound Call Centers Specialize in offering effective and accurate answering Services..

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Outbound TelemarketingOutbound Telemarketing Services

Our comprehensive Outbound Telemarketing Services ensures that we generate significant revenues for our clients and provide a return on investment in as short a timescale.

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Transcription ServicesTranscription Servcies

With our Transcription Services you will get quality results with fixed TAT and best prices in the industry.

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Technical Support ServicesTechnical Support Services

Our IT Help Desk has expanded to the integrated Service Desk. From simple Call Handling to business process reengineering Contact Us Today.

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Infrastructure

Our infrastructure & location is most favorable as it is near to most of its competitors, which enables us to keep a track on the strategy adopted by our competitors. Hence we can plan our strategy after considering the strengths and weaknesses of our competitors. Our infrastructure is spread in major areas throughout India and is proficient in terms of Internet connectivity, power, proximity to key amenities, talent availability, quality of employee, costs, state receptivity along with law & order.

The Infrastructure includes:

  • State-of-the-art computerization with fully automated call desks.
  • Uninterrupted and back up power supply.
  • Fully redundant voice and data communications with security.
  • Dedicated high speed internet connectivity.
  • Scalable capacity.
  • Multiple Leased fiber optic circuit from India to US, Australia and Europe.
  • Duplicated system to ensure uninterrupted call reception and uninterrupted internet connectivity.

Data Security

  • Manned and logical data security at entrances.
  • Layered access to physical locations and data.
  • Commercial grade firewall.
  • Network intruder detection system for extra data security.
  • Layer 4 switching with advanced router module for intelligent data routing, monitoring and security.

Dialer Information :

1) Concerto Dialer – Predictive dialer, Answering machine detection(80-90%), Idle time (Upto 15 sec) and Auto recording.

2) Telesynergy – Predictive dialer, AMD (70-75%), Idle time (Upto 30 sec) and Auto-recording.

Servers :
Database Server – ML 360.
Voice Log Server – HP Proliant ML 570.
Telecontact Server – HP DL360.
Reports

Lead report, Agents log-in or log-out report, Disposition Report, Agent Efficiency Report, Average Handling Time, etc.

Routers

Cisco-2600,3600 and 1700 series- 3 in quantity with 4E1.

Switches

Cisco Manageable Switch and Mediant Series 2000.

Bandwidth

Bharti – 1256 Kbps, VSNL- 2000Kbps, Sify Combo or Sify Board Band for Browsing.

Minutes

Novanet, Sify, VSNL, Swissfone and MCI.

Systems

Excellent Configuration systems placed – 100 in number.

Back Up Device

Power and UPS with excellent strength.

Data

Dedicated Internet bandwidth through multiple vendors on self-healing ring topology circuits.
Local Area Network (LAN)
AMP certified Ethernet Network terminated on CISCO routers & Nortel switches
Database & Application Servers
High-end Hewlett Packard servers RAID 5 enabled
Personal Computers
HP Pentium IV PCs with 17” Flat Screen Monitors
Printing
High end HP Laser Printers & MFDs terminated on the LAN

Voice

Multiple high-speed fiber optic link from different vendors for voice channels
Dedicated Channels on IPLC extendable on demand
MVoIP (MPLS) Connectivity
ACD
Spectrum from Rockwell stable
IVR
Concerto Proprietary Hardware Box
Voice Recording
Concerto Proprietary Hardware Box (60% of installed capacity)
Predictive Dialer
Ensemble Pro, one of the leading new generation dialers in the world.

Network Security

CISCO ASA Firewall
Cyber Roam for Content Filtering & Bandwidth Management
Authorized personnel only access to data center
Maintenance by remote managed services
Hardware & software installations are controlled
Internet access permissions on a need basis
Downloads restricted

Manned Security

Manned Security by Security Guards
Video Surveillance through Honeywell Systems
Data Security
Personal items restricted to lockers outside production area
Dedicated VLANs for Clients
Can setup dedicated VPNs
VPN is being used for INPC currently
Legal
Referral checks before appointments
Confidentiality Agreements in place