INDIA OUTSOURCING COMPANY

DESCRIPTION
Upstream, a member of the Prestigious Godrej Group formally Rosenbluth International is a leading multi national contact centre company with expertise in the travel vertical.

A leading provider of outsourced customer care, marketing and business process solutions we help our clients transform their customer relationship into a strategic advantage resulting in increased revenue, improved operating efficiency and enhanced brand loyalty.

Our client’s include some of the most recognized companies in the travel industry such as United Airlines, Orbitz, Travelocity, Site 59….just to name a few.

Also, we are looking forward to new business ventures through different verticals as per current expansion plans.

Domestic Contact Center operations with over 450 seats in multiple processes across 4 cities
Current holding a capacity of 200 seats over 12,000 sq.ft. with facility to rapidly expand to around 500 seats in its 48,000 sq.ft. facility at Thane
State of art technology includes Systems like Avaya CMS, Cisco ICM, NICE etc.
Seamless integrated service with the US call centers
Migrated the best practices from its partner call centers in the US


Our Management Services Include
Preferred vendor negotiation for air, car and hotel discounts
Implementation and integration of online booking tools
Accurate reporting, customized to meet your needs
Monitor, evaluate and report airline contract compliance
Regular account reviews with our Client Service Department


What We Provide You With

Access to a dedicated consultant that knows your, knows your travel preferences and has a knowledgeable backup

Calls returned within an hour
24-hour emergency service
Online tools providing you with 24/7 access
Air, car and hotel reservations with just one call or e-mail
Call recordings at the end of each month


Training


Upstream trains it’s agents using IATA certified course materials for it’s off-shore call center ensuring that only well-trained, internationally accredited travel agents handle calls from your clients. Upstream is the only reservations center in the world that is authorized to train and IATA certify it’s travel agents.

At Upstream, we place special emphasis on training, as a tool to equip our associates and other team members with knowledge, skills and attitude necessary to enable each of them to deliver beyond client expectations. For us, training is not a one time exercise but an ongoing process to help associates to be the best in a very dynamic industry.

Upstream managers are trained and certified through CIAC. The Call Center Industry Advisory Council (CIAC) is a not-for-profit global standards and certifying board for contact and support center professionals. CIAC is the only call center industry-sanctioned certification body.



Infrastructure

Multiple power feeders for uninterrupted power supply

Redundant Power Back Up Systems have been installed to ensure high availability

The data center has an UPS to ensure 1 hour backup. UPS was work stations ensures 30 minutes backup.

In the Data centre separate cable trays below False flooring for Data/Voice and Power to reduces possibility of cross talk.

We use the industry’s #1 multi service switch Nortel Passport 7480 MSS, CISCO Routers, Dell Poweredge servers and other international standard equipment.

Ergonomically designed workstations.


Technology

With significant alliances with leading technology partners, Upstream has ensured that all client solutions are supported by the latest technology.

Each component of the technology has undergone a rigorous selection process. The criteria for the selection of the hardware include redundancy, stability, reliability, serviceability, compatibility and proven performance

Downtime has been eliminated by the use of uninterrupted power supply units, back up DG sets, server clusters and substantial redundancy in connectivity, and processors.

SKILLS
We expertise in Travel. Being 4+ years in the industry we have gained the required skills a travel BPO should have. We cater to many online travel agencies and have also catered to airlines. We look forward to grow in other verticals such as customer service for telcom companies, lead generation as so on.

Upstream has garnered expertise in providing customer support in the travel and leisure domain. We carter to:

After Hours and Emergency Services

Online travel service providers

Corporate managed travel agencies

Airline reservations (i.e. online and offline)

Hotels

Leisure travel

Cruise lines

TERMS
Can be discussed on the clients and project need.

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