NEWZEALAND INBOUND PROCESS

PC Care | Customer Service

• To Handle Incoming Calls From Existing Customers Experiencing Computer Related Problems.

• In Order To Provide Basic or Technical Assistance

• Online Assistance for Billing

• Transfer And Escalate Calls If Irrelevant To The Queue.

• To Provide Extensive Support And Assistance.

• Project Type :Inbound PC Care Customer Service / Technical Support

• Customer Base :New Zealand

• Seats Required :20 (FTE) 10 Technical 10 Non Technical

• +3 (Project heads)

• Time Zone :NZST

• Project Operations :365 Days 24/7

• Technology :AVAYA Predictive Dialers / Modern Computers with High End configuration / Leased Line HIGH End Bandwidth /Dedicated Servers - 2 x Intel Dual Quad Core Xeon E5405 – 2.0Ghz (8 Cores)

• Certifications : OSP / DOT, STPI

• Payment Channels :Bank Transfer

• Payment Frequency :Every 12 Days

• Training & Support :Migration Training / ONSITE “Hands ON” Training



Payout :NZD14.82 / Hour

Prepayment :NZD 28454.40

Commitment Bond – NZD 4842.68 +VAT / SLOT

Prepayment Will Be Wired To The Center On The Day Of Technical Testing And Training ON - SITE.



Commitment Bond Will Be Refunded In The 2nd Prepayment Of The Payout.

• 20 Service Experts With 3 Admin Panel Having Excellent Exposure To Telephone Etiquette Pertaining To Customer Service.

• A Service Team With Equal Ratio Of Male / Female Telephonic Officers As The Staffing Scheme.

• A Quality Control And A Call Monitoring Team To Meet Essentials As Sighted On The Service Level Agreement.

• Able To Setup Inbuilt Resources, For TRAINING / STAFFING / RECRUITMENT.

• Ensuring Professional Approach / Call Handling Skills, In Line With The Agreed Call Handling Time.

• Company Profile & Required Documents To Be Emailed For Validation.

• If Validated, NDA & CIS Will Be Emailed.

• Service Level Agreement Will Be Sent For Acceptance And Signatures.

• Invoice For The Commitment Bond Will Be Rolled Along With The SLA.

• SLA / INVOICE Has To Be Signed And Honored Simultaneously.

• Center Visit For Technical Assessment / Onsite Training Will Be Scheduled

• Prepayments Will Be Wired Before The Day The Service Provider Goes LIVE

• Quality Assessment Will Be Reviewed And Feed Back Given On a Day To Day Basis Via “Call Barging”

• Invoices Has To Be Raised And Sent On The 8th Day Of Every Week.

K.SRIHARSHA,
9886427292