FREQUENTLY ASKED QUESTIONS
1) Does your Call Centre support 24 hours, 7 days a week operations?
Yes.
2) What industry do you primarily support?
We support different industry segments, including catalogue & direct marketing, financial services, public utilities and wireless telecommunications.
3) What type of calls or levels of expertise in sales order processing with up sells?
Customer care/customer service, lead generation, dealer locator, catalog sales, general information and reservations.
4) Are the services offered by your company supported through strategic alliances with organizations outside your Company?
JICINDIA has established strategic alliances with companies to provide high volume product fulfillment and high volume predictive outbound telemarketing.
5) Are your Call Centre workstations 100 percent Web-enabled?
Yes
6) What types of Training programmes are in place that are required by your phone representatives to complete prior to being placed on the telephone?
Fortnight with one week of accent training is required for each agent for new programs. Training is done very efficiently and other than soft skills and accent it also consists of instructions on all pertinent information relating to inbound / outbound calling, such as:
Commitment towards excellence and growth, product information, customer service skills, company background, and system call flow, up selling and/or customer service information. However regular workshops and activities are included .Amongst others, included in the CBT is the HTML-based Intranet, which carries training materials and other information for agents, updated constantly by our corporate training staff.
7) Do your Telephone Representatives receive continued training throughout the year?
Yes, on-going training occurs every week. This training consists of customer care, customer service, new program updates, new script modifications, as well as daily call monitoring. Each agent is monitored by the coaches on at least 8 calls a week. In addition, the coaches and the agents meet weekly for one-on-one call training to listen to recorded calls for general call control, customer service professionalism and specific call procedures. For the better performers JIC also has the provision for initiating management workshops conducted at different locations than operations facility.
8) What is the service level provided by your Company?
Our standards for handling calls aim that 80% of the calls are handled in 30 seconds or less with an abandonment rate of 10% or less. We can ensure that this standard will be applied to your calls and that reports will be made available so that you can track the performance of the call centre. However, we can customize service levels to meet exact needs.
9) Do you have equipment to support remote call monitoring?
Yes.JICINDIA offers our clients fully automated remote monitoring, 24 hours a day, 7 days a week. All clients are assigned a password that allows them to monitor their programme only. Also, we prefer to conduct weekly or bi monthly conference call monitoring sessions with our clients. The goal of the sessions is to assure that we are providing outstanding customer service and sales support and achieving the desired goals and objectives. We believe the quality assurance and the client services departments on the call with the client aids in clear understanding of call quality as well as effective and immediate feedback.
10) Can our project manager participate in weekly call monitoring and coaching sessions with JICINDIA?
Yes, we encourage our clients to participate in initial training as well as in weekly call monitoring and coaching sessions. The call monitoring can be done either remotely or at our centre.
11) What type of reports do you provide?
JICINDIA provides electronic daily, weekly, monthly and quarterly reports that are available (with hard copy back-up), outlining performance against metrics, etc.In addition to these we can also prepare customized reports for you.
12) How do you monitor Process Flow?
We have a competent set of tele callers and a dedicated set of team leaders who monitor every stage of the process through various tools developed in-house and procured from NICE.
13) What are your quality standards?
The quality assurance team (QAT) at JIC provides assistance and give ongoing feedback to the associate regarding their individual performance while processing calls. Feedback includes appreciation on strong areas of performance as well as guidance to improve areas of concern. The quality assurance team plays a key role in the operations Through the following functions:
- Monitor all inbound/outbound calls for compliance to call center quality performance call monitoring sessions conducted for the customer care associates to ascertain and measure call quality.
- Customer feedback is a critical component in improving our service. Customer feedback is collected through the relationship management team and through external customer satisfaction survey.
- Quality verification of each activity is done, before forwarding products and services to the client
- Coordination with the Operations Team and filtering of quality feedback to the CSR's
- Coordination with the Training Team for further training and refresher modules for the CSR's
- JIC offers 'Excellence Award' to the performer to ensure that we are providing our clients with the high quality, professional service they expect and truly deserve.
14) What is the career development programme in JIC?
Being committed towards excellence and growth JIC as a rule compensates and rewards call executives and the supervisory staff based on achievement of quality standards, which is continually measured before, during and after a project.
15) What methods are you now using for data transmission?
Data reports can be batched and downloaded daily. To receive information clients either download using FTP and choosing their file. Clients can download necessary information on a daily basis or on an as-needed basis.
Commitment towards excellence and growth
16) Does your company have a disaster recover plan?
Yes. JICINDIA is dedicated to providing uninterrupted service and eliminating the possibility of outages throughout our network. Our voice and data infrastructure is built to ensure we can meet our goals. Other than taking regular backups and moving them to a remote location we also have remote server to augment our back up facility.
17) What security measures do you employ in your centre?
Our security system both data as well as physical are documented, practiced and incorporated. All customer data files are backed up on a real time basis and the entire system is backed up nightly. We maintain copies of all data at an off-site, secure storage location. The computer room is secured by being a restricted domain and also by having a proximity card entry system. Password protection is used on all operator terminals; low access security levels are given to the agents so that they cannot log on as administrators.
18) What are your longer-term maintenance and development issues?
JIC has broadly divided the issues into the following:
- Developing staff skills and managing retention.
- Assessing the performance of the centre.
- Improving call management and service delivery processes.
- Maintaining and developing the information base used by the centre.
- Enhancing ICT support, particularly the links to back office systems.
- Contingency planning for disasters.
- Marketing the centre's services both internally and externally.
