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Our client's business is the driving force behind our services. We go to great lengths to understand their business and their culture. We aim to become a seamless extension of our client's organization.
 Excel offers Customer Relationship Management services and Backoffice Processing services to clients 24 hours a day, 7 days a week. We add value to customer-contact at every stage of relationship from acquisition to delivery
Excel becomes a cost-effective part of a client's promotional and sales effort. We take orders, answer queries, arrange service calls, follow up mailing campaigns, carry out surveys and close meetings on their behalf.
Check out our Implementation Process,
Quality Assurance, and
Disaster Recovery Plan.
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services include: |
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Teleservices
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Backoffice Services
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Web-enabled services
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- Telesales
- Telemarketing
- Product trend research
- Product launch
- Build customer list
- Loyalty program management
- Complaint handling
- Off hour call handling
- Help desk services
- Information services
- Billing information
- Product and service support
- Response tracking
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- Mortgage processing
- Web Catalog development and uploading
- Remote Infrastructure Monitoring
- Image Processing
- Database Development
- Web Research
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- Email response
- Order Processing
- URL push
- Automated email response
- Text chat
- Co-browsing
- Web call back
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IMPLEMENTATION
PROCESS
- Confirm objectives, assumptions and deliverables
- Identify scope and resource requirements
- Agree project plan
- Sign off written brief
- Process flows designed and documented (tailored to
client)
- Customer interfaces examined
- MIS development
- Contact strategy definition
- Technical briefing and database design
- HR profiling and training design
- Resource allocation
- Operational management selected
- Environment set-up
- Operator training
- Daily operational management
- Quality control and verification
- Ongoing project management
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"
QUALITY "
At Excel each component of our service delivery is critical. There is a continuous check of the quality of exchange between our operators and the customers through silent monitoring, recording, and consumer surveys. Excel's Quality Assurance and Process Improvement is certified to ISO 9000:2000.
The quality monitoring team carries out frequent (statistically significant) performance reviews of every agent against the parameters of performance set at the beginning of each operation, such as, the overall call quality, accuracy, adherence to script guidelines, compliance measures, average handle time and to the product or service-specific information. There is effective employee-wise tracking of performance associated with attractive incentives to create win-win motivation.
Performance measures are summarized and provided in the form of timely reports to clients.
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" DISASTER RECOVERY
PLAN "
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We provide uninterrupted
and reliable service to our clients.
The table below summarizes
key points of failure and Excel's disaster recovery
plan:
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| Possible
cause of failure |
Recovery
plan
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| Power and utilities |
Our entire facility can run on auxiliary power. We have multiple back-up options to enable us to run the facility even when regular power supply is interrupted. Power backup is provided by dual 125 KVA diesel-generating sets with sufficient underground fuel storage to keep the facility running for 7 days on auxiliary power
The electrical supply into the facility is conditioned using a three-phase servo stabilizer. All power supply to computers is provided by online Uninterrupted Power Supply systems in load balancing, redundant clusters that stabilize voltage and frequency to within 1%.
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| LAN equipment
and desktops |
All IT equipment functions through multiple levels of UPS. Servers are redundant across CPU, storage and power supply
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| Fire and medical
emergencies |
We have arrangements with a 24x7 hospital a few miles from the office. Contact details are maintained at multiple points in the call center for nearby fire stations, blood banks, police station, round-the-clock pharmacies etc.
We have fire safety arrangements including ABC and CO2 type extinguishers, multiple exits and smoke alarms within the facility.
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| Transportation |
We provide pick-up and drop facility for all operations personnel. Our transport provider is contractually committed to ensure 100% vehicle availability at all times. He is reimbursed on the basis of adherence to timelines, ability to respond to variations in plan at short notice and overall quality.
In the event of breakdown of vehicles, a replacement vehicle is made available within 15 minutes. |
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