Zaftig Solutions | Best Call Center In Jabalpur

1. Zaftig Solutions

2. About Us Zaftig Solutions is call center solutions provider with an inbuilt capacity of 250 seats. Our services are for brands and related to their transactions and engagement with their consumers and trade customers. Our 24x7x365 multi-channel contact centre integrates well-trained professionals and the latest call centre technology. Zaftig Solutions

3. Mission Our mission is to plan, nurture, support, and vigilantly guard  the relationship between our clients and their customers. Zaftig Solutions

4. Services • Answering Services • Inquiry Handling • Customer Service • Inbound Sales • Order Taking • Help Desk/ Technical Support • Interactive Voice Response • Appointment Setting • Sales Lead Generation • Market Research & Survey • Order Fulfillment • Debt Collection • Telephonic Audit • Follow Ups Inbound Outbound Zaftig Solutions

5. Outbound Dialing offers multiple phone number dialing methods like predictive and power dialing. High agent productivity via better connect ratio. Campaign/ Agent/ Skill based called distribution. Alternate Numbers dialing. Inbound Dialing Dynamic call flow generation by IVR designer & call transfer algorithms. Different IVRS flow for different inbound numbers. Pattern based routing of calls. Normal and skill based routing. Uniform call distribution based on skill priority & skill level. Incoming calls in a queue can go to multiple campaigns based on the selection by customer. Inbound number check as per skill or campaign Zaftig Solutions

6. IVR Broadcasting Numbers have to be uploaded in the broadcasting campaign along with a voice file. IVR will be played and customer listens to it with different options to choose from the IVR menu. It will prompt 2 options, if the customer presses 1 , then call will be routed to the agents logged in the call centre in that particular campaign. And if the customer presses 2 then call will hang up Dialer Solution( Without PC) Agent will dial a login code followed by his user code and password to Login into the System. Agent will have to enter a Numeric disposition code after call. No PC required for this solution. A supervisor can keep checking all the reports & monitor the agents on his PC. Zaftig Solutions

7. Dialer Features • Schedule Call Backs. • CRM integration • Call Transfer & Conferencing . • Customer info capturing • Script assistance. • Multiple DID configuration. • Web form. • Call Queuing and parking. • Blended call handling. • Supports multiple dialing modes. • Run multiple campaigns simultaneously. • Voice Recording & Play back • DNC scrubbing • Real time monitoring. • Call Barge in & listening. • Recycling of leads Zaftig Solutions

8. Software • Altitude Predictive Dialer Routing • CMS Support • Highly Structured LAN Cabling with Tyco Cate Cable • Secured V-LAN • Internet Lease Line with 8E1 Speed • Quarterly Network Virus Scans with Cisco ASA Firewall • Digital VoIP • IBM Servers • 3750 Series Router • CISCO Catalyst Switches • GN Net Com Headsets Zaftig Solutions

9. IT Architecture Passport 6480 2 CP, 2 V35, 4 E1 Card 172.16.172.1/24 IPLC From VSNL & MCI Ascom COLT-2 Line Driver 1984Kbps Lan : 10.101.0.1/16 Cisco 2621 2 Wan, 2 Lan Wan : 172.16.172.2/24 Meridian Option 11C (II) 1 Power Supply, 1 CPU, 3 Digital Extension Card Crone Compaq Proliant ML530 Server 10.101.0.15/16 BayStack 450-24T Switch 24 Port Switch X 8 Nortel 3901 with Headset Compaq DeskPro SB 200 Agent Workstation Running On DHCP Range (10.101.0.50 - 195/16) Zaftig Solutions

10. Operations Hierarchy Zaftig Solutions

11. Process Hierarchy Requirement to achieve the set targets originate here Zaftig Solutions

12. Pillar of Operations Zaftig Solutions

13. Training & Performance Management • Focusing our resources on high-value calls as well as routine calls • Rating these calls using a call scoring andevaluation form and calibrate your ratings with a rating team. • Rating any customer interactions on additional channels (i.e., chat, email, in person, etc.) with similar scoring and evaluation forms and methods. • Have incorporated customer feedback obtained frompost-call IVRsurveys into your QA process. • Assessing the performance of each individual agent, team, department and the call centre as a whole and provide relevant metrics to all parties with a vested interest. • Created a culture of continuous improvement by requiring peer-to-peer evaluations and self-evaluations of calls. • Included our QA specialist in agent coaching sessions to provide both qualitative (i.e., examples from call recordings, customer feedback, etc.) and quantitative (i.e., scores from evaluation forms)feedback based on the agent’s performance. Zaftig Solutions

14. Training & Performance Management….. • Providing concrete examples of how you would like the agent to improve their approach to interacting with callers if needed • Create a remediation plan (i.e., shadow a more experienced agent, have a call centre manager whisper coach them, engage in self-evaluation, etc.) for agents who consistently fail to make improvements based on your feedback • Ensure that your QA specialist, customer satisfaction specialist and call centre manager meet at least weekly to enhance collaboration • Supplement your on boarding and coaching sessions with systematic training sessions including the QA specialist, call centre manager and customer satisfaction specialist • Recruiting a firm to periodically evaluate your QA process objectively and provide your team with an unbiased feedback and suggestions for improvement • Have Leveraged call centre software with a reporting dashboard that provides the metrics that are of most interest to your team as well as call monitoring and call recording capabilities Zaftig Solutions

15. Employee Welfare Schemes • The statutory welfare schemes include the following provisions: • Drinking Water:At all the working places safe hygienic drinking water is provided. • Facilities for sitting:suitable seating arrangements are provided. • First aid appliances:First aid appliances are provided and readily assessable so that in case of any minor accident initial medication can be provided to the needed employee. • Wash Room:A sufficient number of ladies and gents washrooms are provided in the port area in the vicinity of the work place of the office premises and maintained by an outsourced agency. • Pantry facilities:Cafeteria is provided so as to provide hygienic and nutritious food to the employees. • Lighting:Proper and sufficient lights are provided for employees so that they can work safely during the night shifts. Zaftig Solutions

16. Employee Welfare Schemes…….. Many non statutory welfare schemes may include the following schemes: • Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible working schedules. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs, this facility is provided to all back office employees. • Medi-claimInsuranceScheme: This insurance scheme provides adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy. • Transportation: The organizations provides transportation facility to all night shift and evening shift employees from home till office . Zaftig Solutions

17. Data Protection In order to meet the requirements of the principles, we will: • Observe ethical practices regarding the fair collection and use of personal data. • Collect and process appropriate personal data only to the extent that we are obliged to by contract or to • comply with any legal requirements. • Ensure the quality of personal data used. • Hold the data only as long as we are required to by contract or by law. • Take appropriate security measures to safeguard personal data. To maintain the policy we use different tools as follows: InternetProtection – We Use Juniper SSG-5 to control unwanted internet access and Monitor the internet usage by content filtering and setting up alarm for unwanted usage this also protects against Trojan, Malware and Spyware attacks. DataTheftProtection - We use Espy Key logger, to track system activity. Use also use USB device activity analyzer to get the real time USB usage details. We also centralized network monitor tool to track real time data transfer. DataBackup -We use Back up utilities to backup data on regular basis on DVD, Centralized Backup Servers. DataRecovery -We use Stellar Phoenix & Recover My File to recover our Data if needed. Zaftig Solutions

18. Internet And Email Policy • Internet and E-Mail Policy • Voice mail, email, and Internet usage assigned to an employee's computer or telephone extensions are solely for the purpose of conducting Company business. Some job responsibilities at the Company require access to the Internet and the use of software in addition to the Microsoft Office suite of products. Only people appropriately authorized, for Company purposes, may use the Internet or access additional software. • Internet Usage • Internet use, on Company time, is authorized to conduct Company business only. Internet use brings the possibility of breaches to the security of confidential Company information. Internet use also creates the possibility of contamination to our system via viruses or Spyware. Spyware allows unauthorized people, outside the Company, potential access to Company passwords and other confidential information. • Removing such programs from the Company network requires IT staff to invest time and attention that is better devoted to progress. For this reason, and to assure the use of work time appropriately for work, we ask staff members to limit Internet use. • Additionally, under no circumstances may Company computers or other electronic equipment be used to obtain, view, or reach any pornographic, or otherwise immoral, unethical, or non-business-related Internet sites. Doing so can lead to disciplinary action up to and including termination of employment. • If any site is required to be accessed by the employees/management, it has to be approved by email from our Technical department and management and then only the internet can be accessed. No personal mails can be opened and no messenger services are installed in any machines. Our HR department access www.naukri.com website for some official purpose, but HR department has different IP address to access the website. Zaftig Solutions

19. Internet And Email Policy • Software Access Procedure • Software needed, in addition to the Microsoft Office suite of products, must be authorized by your supervisor and downloaded by the IT department. If you need access to software, not currently on the Company network, talk with your supervisor and consult with the IT department. • Email Usage at Company • Email is also to be used for Company business only. Company confidential information must not be shared outside of the Company, without authorization, at any time. You are also not to conduct personal business using the Company computer or email. • Please keep this in mind, also, as you consider forwarding non-business emails to associates, family or friends. Non-business related emails waste company time and attention. • Viewing pornography, or sending pornographic jokes or stories via email, is considered sexual harassment and will be addressed according to our sexual harassment policy. Zaftig Solutions

20. Internet Security Diagram Zaftig Solutions

21. Thank-You Zaftig Solutions