INDIA OUTSOURCING COMPANY

DESCRIPTION
Pecon provides a state-of-the-art voice-over-IP (VoIP) contact center solution that allows customers to transparently integrate inbound and outbound voice applications with Internet applications, including real-time chat, Web collaboration, and e-mail.

This integration allows for unified capabilities, helping a single agent support multiple interactions simultaneously regardless of the communications channel the customer has chosen. Because each interaction is unique and may require individualized service.

Pecon provides contact center solutions to manage each interaction based on virtually any contact attribute.
Furthermore, Pecon aims to bridge the gap between TDM and IP infrastructures
providing a transparent integration of voice, chat, e-mail, and Web collaboration applications over both technology platforms.

This allows customers to preserve the value of their existing current investments in call center products such as ACDs, IVRs, private branch exchanges (PBXs), etc. while taking advantage of the wide range of the same contact center requirements in a converged network environment—continuing the evolution toward a true Customer Interaction Network.

The aim of Pecon is to be a Business transformation outsourcing (BTO) Unit ,which is a natural extension of the more tactical BPO model and involves the transfer of responsibility for all back-office functions, as well as a comprehensive business change management process to an external vendor. The objective is to maximize the long-term benefits of the BPO operations, resulting in a comprehensive business transformation (or overhaul). Transformation outsourcing is not a tactical issue but a forward-looking strategic tool for change. The logic: big gains in performance only come about through business transformation.

SKILLS
Knowledge Management
Integrate Knowledge Management
Knowledge Centered Support (KCS) Evaluation
Implement Knowledge Management Tool with Self-Help, Chat & Email
Integrate Knowledge to Support Internal and External Customers
Consolidation
Consolidate Support Centers
Establish In sourced Support Center & Migrate from Outsourcer
Consolidate Service Desks & Manage to Defined Service Levels
Customer Relationship Management
CRM Implementation for Leading Satellite Services Provider
Customize CRM tools for better Dialer Management
Reengineer CRM System for Operational Support for Financial Services Provider
CRM Implementation Audit
Outsourcing
Establish In sourced Support Center & Migrate from Outsourcer
Consolidate Service Desks & Manage to Defined Service Levels
Evaluate, Re-Architect, & Implement Internal Support Center
Rebuild Call Center for Superior Customer Service Delivery
Best Practices
Enhance Service Delivery Model to Improve Customer Service
Assess Support Operation and Plan for Service Improvements
Restructure Support Center & Recommend Tool Set
Rebuild Call Center for Superior Customer Service Delivery
Evaluation
Evaluate, Re-Architect, & Implement Internal Support Center
Assess Support Operation and Plan for Service Improvements through Six Sigma and BS 9977 metrics
Compliance & Data Security
Internal Quality and Compliance Department
in accordance to DATA SECURITY ACT 1976 & BS 9977
Three Tier Call Quality monitoring
Infrastructure for SECURED DATA MAINTENANCE
Signatory of Employee Non Disclosure Agreement of Business Information
Compliance Officer .
Periodic Auditing and Clear Desk Policy.
Staffing
Evaluate, Re-Architect, & Implement Internal Support Center
Restructure Support Center & Recommend Tool Set
A matrix of 70 : 30 Competency model , with average associates with more than 4 months of Active Dialing Experience

TERMS
The payment terms should be weekly and based on variables as well as fixed parameters.

LOCATION India - Kolkata, West Bengal EMPLOYEES 50-99 YEARS IN BUSINESS 11+ years CONTACT INFORMATION Register or Login to view the outsourcing service provider contact information.