INDIA OUTSOURCING COMPANY

DESCRIPTION
Beacon Global Services Corporation (BGSC) is a subsidiary of Indotronix International Corporation (IIC). IIC was founded as a software development company in 1986 by a small group of managers and executives from leading international technology corporations. Since our founding we have grown from a product/service-oriented software house to a full-fledged IT services company. Currently our infrastructure in Poughkeepsie, NY has about 125,000 sq ft of office space and about 100,000 sq ft in India. IIC is completely debt free and has over 700 consultants and employees working onshore, on site with clients, offsite and offshore locations.

Beacon Global IT Services is ISO 9001 Certified.
IIC has the highest Dun and Bradstreet rating of 4A1.

SERVICES:
Inbound Support Services
a. Fulfillment Centers: Targeting catalog marketing companies. Facilitating the taking and tracking of orders over the telephone and web.
b. Sales Enquiries: Response to products, and ads.
c. Help Desk: Technical support level 1 & 2, product inquiries, and price inquiries, email & chat support.

Outbound Services
a. Forms Assistance: Membership campaigns, and direct (catalog) mailing,
b. Surveys: Market research and analysis.
c. Telemarketing & Telesales: Product/services marketing, appointment setting, lead
generation, mortgages, health care programs, magazines, wireless, telecom, travel and
other products.

QUALITY ASSURANCE:
We currently have a quality assurance group, reporting in to our quality manager. This group is responsible for maintaining and reporting on quality in the call center, ensuring that the agents meet all client requirements.This group provides feedback and coaching to the reps as needed.Also, post-training feedback is provided back to training in order to adjust curriculum/materials as necessary.

We have developed an automated monitoring system that tracks quality by representative, program, team, etc. This system is used by both the quality assurance team and managers to deliver coaching, training and measure performance. This system can also be customized to measure specific client benchmarks.

REPORTING:
Agent, campaign, group, client, etc. can generate reports. We can view current and historical data. Various versions of call statistics, productivity and sales result reports are available. All reports can all be customized to support client needs.

Report Delivery Options
Reports can be delivered via email, fax, posted on a secured website, etc.

Standard Reports
a. Login Report with a Summary Report
b. ACD Interval Report
c. Call Outcome Statistics
d. Agent Talk Time Report
Please note that all reports can be customized and/or modified. It is possible to provide the program generated default reports as well as customized reports from the database in customer specified formats.

Technical Disaster Recovery Redundancy Provisions
• Our phone connectivity is through multiple service providers. We have a dedicated DS3
connection with a few T1 connections as a redundant option.
• For our overseas connectivity, we operate via a T1/E1 link through a dedicated
international private line as well as a managed VPN service on fiber cable. The service
provider has multiple connections at their hub through different routes, e.g. via
Atlantic and via Pacific, to ensure 100% uptime.
• Our server and switch installations have 100% one-on-one backup and total fail safe:
• UPS backup for critical systems.
• Routine backup procedures/offsite file backup storage.
• Redundant hardware for critical systems.
• Raid 5 compatible server.

SKILLS
The factors, which contribute to our success in our endeavor, are best described as the following model. Our core strengths of resourcing, training, and provisioning of highly professional resources, contribute heavily towards our success.

We use a multi-source approach for hiring;
Engaging employment agencies, employee referral programs, direct recruiting, job fairs, etc.

The model skill sets are developed for each client program and used to screen potential applicants.
Mandatory confidentiality and non-disclosure agreements.
Background checks for every employee.
Graduate Degree (equivalent to a US Bachelor’s Degree).
High morale and job satisfaction which results in extremely low turnover.
Our agents are highly motivated.

Travel plans & appointment setting for various resorts in US at different locations.
Inbound order processing and customer service for language learning programs, lead testing kits and game CD’s in US.
Inbound technical Level I help desk for network support and wireless internet services in US.
Debt collections for ISP/TELCO company in Australia.
Telemarketing for medical membership in US.
Internet – dialup/broadband, mobile/landline services for one of the top 5 ISP/telco company in Australia and for UK.
Loan consolidation for students in US.
Superpages campaign.

TERMS
The prices, payment terms can be discussed at the time of discussions. And we can have dialogue after interacting with the direct client about the turnaround and of our business terms.

LOCATION India - Hyderabad, Andhra Pradesh EMPLOYEES 100-499 YEARS IN BUSINESS 4-6 years CONTACT INFORMATION Register or Login to view the outsourcing service provider contact information.