XtraNet Technologies · Awaya certified Predictive Dialer 24*7 Support VPN Connectivity to secured communication 100% Voice Logger and Voice recording Technology driven services 16

XtraNet Technologies Private Limited

BPO Profile July, 2017

www.xtranetindia.com

ISO 9001:2015 Certified

ISO/IEC 27001:2013 Certified

About Us

Who We Are

Founded in the year 2002, we are

an IT & IT enabled service provider

with broad range of verticals,

delivering timely and quality

results.

What We Offer

We offer a wide range of IT & IT

enabled services including ERP

Implementation and Support,

Application Development, Mobile

Development, IT Infrastructure,

Datacenter, Call Center, etc.


Certifications and Associations



NSIC Registered

Oracle Gold Partner

Microsoft Gold Partner

HP Enterprise Gold Partner

About Us www.xtranetindia.com

Vision, Mission & Values

Vision

Become Market Leader

Implement Innovative Solutions

Provide Exceptional Services

Mission

Continual Improvement to achieve

Customer’s delight

Provide best place to work within

communities we serve

To grow all round

Values

Professionalism

Teamwork

Commitment

Accountability

Ethics


Our Services www.xtranetindia.com

ERP Offerings

Enterprise Consulting

IT Infrastructure

Application Development

BPO/ITES

IT ConsultingServices

Our Services www.xtranetindia.com

BPO & Call Center Services

BPO & Call Centers www.xtranetindia.com

BPO & Call Center

A proven track record of 10+ years of experience in providing BPO services. At XtraNet, we have

developed & customized an integrated BPO platform leveraging the state of art infrastructure,

technology skills and well-laid down human policies.

XtraNet has acquired brilliance in delivering enhanced levels of customer satisfaction with our

stringent quality practices coupled with smart people and pragmatic management practices; the

primary element that separates us from our competition.


BPO Infrastructure

XtraNet operates a scalable and robust technology infrastructure consisting of Proprietary and

customer developed applications and a completely converged secure global network.

All critical components have redundancy and are designed to seamlessly allow Redirecting traffic from

one network to another. XtraNet can integrate its systems with their client applications to align with

client business process.


Features

Toll Free and Geography specific Toll

Numbers

Awaya certified Predictive Dialer

24*7 Support

VPN Connectivity to secured communication

100% Voice Logger and Voice recording

Technology driven services

16 E1 & PRI Lines between XtraNet and Client

Location

HP Enterprise Class Servers

Database for B2C and B2B Campaigns

In-Built resilience to ensure 100% Uptime.

Quality focused operation

Current Voice BPO Services www.xtranetindia.com

Processes For Telecom Domain

XtraNet is providing services for Dealer Helpline, Directory Enquiry, Welcome Calls, First Bill Call, Billing

Collection Call & other customer relationship-building calls within the telecom service Subscribers of

MP& CG Circle.

The call center caters to the need of inbound as well as outbound calls. The details of the various

processes are as follows:

Inbound Activities

Outbound Activities

Voice BPO Services www.xtranetindia.com

Outbound

Welcome Calls

First Bill Calls

Collection Calls

Retention Calling

Credit Monitoring

Proposed Barring

Zero Usage

Hands Health Checked

Multiple Connection Verification

Close looping on SR Raised

Customer Satisfaction

Address/Tele Verification Calls

Enterprise Business Calling

Inbound

Dealer Help Line Activation/Deactivation Directory Enquiry Service

BPO & Call Centers Services www.xtranetindia.com

Key Capabilities



Serves 24*7*365

Running successfully 300+ seats call center

Quality focused operation

Technology driven services

Vodafone Essar Spacetel Limited

Tata Teleservices Limited

BPO Customers

Dishnet Wireless Limited (Aircel)

BPO & Call Center www.xtranetindia.com

Services Structure

Our Call Center has the following features and deliverables:-

The working Hours are 16 hours i.e. in three shifts.

The Calls distributed through Automatic Call Distribution.

The script involved is as per requirements of Clients.

Predictive and Progressive Dialer Facility

100 % Call Recording facility

Internal & External Quality and Audits

Training facility


Our Team

Operation / Project Manager

Shift / Assistant Manager

Technical Support Executive

Team Leader/Coach

Trainers Quality Analyst MIS Executives

Call Center Executives


Roles & Responsibilities

Administration Manager sees overall Admin work of the project.

Operation Manager is responsible for the overall performance of the center.

Shift Manager takes care of the output from his shift with proper motivation and functioning of

Call Center executives.

Team Leaders completely look after the performance and output of their team.

Call center Executive are our work-force, they provide desired output from their desk.

MIS Executive clears the picture by generating day to day MIS and provides timely reports to the

clients.


Quality Analyst monitors day to day quality parameters, follow Audit Process, maintain call

quality of the on board Tele callers and improvement in the overall quality scores.

Trainer is like a mentor at XtraNet, he/she train the new manpower, provide skills training,

Product Knowledge and Scripts training. He will also work for the regular knowledge test of team

and provide refreshers as per requirements.

In addition to above said personals we keep dedicated Technical Support Executives who are

there for smooth functioning of Call Center working in respect of the technical terms.

Roles & Responsibilities


Key Capabilities of Team

Our Call Center Executives have the followings capabilities to handle the In Bound and Out Bound

calls

Good Listening Skills

Good Communication skills Written and Spoken

Good Service Aptitude

Ability to handle stress

Willingness to work as a part of team

Our Recruitment process involves an aptitude test, essay writing, voice test, typing test and

finally a personal interview.


Our Infrastructure & Technology Details

Awaya, Interact CRM and NEC CC Switch having facility of auto calls distribution & MIS generation

facilities

300+ Physical Desks with manpower & PC (Networked with updated Security Solutions)

3 Operation Managers, 15 Team leaders, 8 Quality Analyst, 4 Trainers, 5 Tech Support onsite

MPLS for Data and E1 - PRI connectivity

CCTV Surveillance, Fire Safety & Biometrics Access Control System

Application Software for Tele-Calling, Analysis, Supervision and MIS Generation

Auto Dialer (Predictive & Progressive) for outbound Campaigns & Voice Logging facility


Our Infrastructure & Technology Details Team

Adequate office space (14000 Sq. Ft.) with required infrastructure for running the center with

power backup – (UPS with 45 Minutes & 100% DG backup)

Integration with automatic call distribution (ACD), interactive voice response (IVR), and computer

telephony integration (CTI)

LAN Setup for entire Network with Switches, Cisco Router & MROTEK Modems for WAN

DOT Licenses for International, Domestic Call Center & Tele-marketing center

Customer Service Credentials www.xtranetindia.com

Customer Service

Experience in customer retention / Customer Query handling in Telecom / ISP Call answer within

Service Level, First call resolution, Fault dictionary for speedy resolution.

Partner Mentality -- 100 % engagement top to bottom rapid response to ever changing customer

needs.

Scalable in terms of infrastructure, manpower and processes.

Solutions aligned with customer needs to achieve improved Customer Satisfaction.

Customer Service Credentials www.xtranetindia.com

Quality Monitoring

Consistent and committed delivery of value to our customers and innovate to continually improve

our offerings by review of people, and processes.

Well documented policies and processes – ISO 9001:2008

Innovation and continual improvement – integral part of our QMS framework

Six Sigma methodology for continual improvement of processes and performance.


Differentiators

Clients expect delivery, clients demand delivery and delivery is what it boils down to at the end of it all.

Delivering results is our primary focus at XtraNet. Our quest is to develop partnerships with each of our

clients, identify opportunities, manage obstacles, define and exceed goals and target to achieve success.

Know Customer Service

10 years Unblemished Customer Retention/ Proven Delivery Model

Solutions Aligned with Customer Needs

Improved Guest Experience


Differentiators

Multi-Channel Solutions

Supportive Innovations in response to customers

Managed Efficiencies

Proven cost effectiveness while improving customer satisfaction

Scalability

Resource and Manpower

Partner Mentality Total Engagement Top to Bottom

Rapid Response to ever-changing needs


Talent Acquisition & Retention

People are the most critical component of XtraNet’s quality delivery mechanism. It hires best-of-

breed talent, train them assiduously and provide them with a winning and growth-oriented work

culture that emphasizes on continuous learning, achievement, best practices and attractive reward

schemes.

XtraNet encourages intra / entrepreneurial managerial talent and the ownership of responsibility.

All team members are selected strictly based on established criteria considering customer's

requirements & screened and tested for English language skills, both written and spoken, as well as

pressure taking capabilities.

Our Activities & Memories www.xtranetindia.com

Contact Us www.xtranetindia.com

XtraNet Technologies Private Limited

Corporate Office

Z-24, Zone - 1, M.P. Nagar

Bhopal - 462011 (M.P.) INDIA

Telephone:- +91 – 755 – 4229295, 4223295

Website : www.xtranetindia.com

Mail : [email protected]

eXtraNet Technology Solutions LLC

Corporate Office

P.O. box – 121738, 405, 4th Floor, Al Khaleej

Center, Bur Dubai, Dubai UAE

Telephone:- +971 – 50 – 565 - 4265

Website : www.extranet.ae

Mail : [email protected]

mailto:[email protected]

mailto:[email protected]

Thank You www.xtranetindia.com

Thank You

Documents

XtraNet Technologies · Awaya certified Predictive Dialer 24*7 Support VPN Connectivity to secured communication 100% Voice Logger and Voice recording Technology driven services 16