Name Of the Institute: SBBS Infotech (sbbsinfotech.com)
Location Of The Training Institute: Kolkata
Training Offered : Call Center Training

http://sbbsinfotech.com/service1.php

Call Center Service :
SBBS Infotech Call Center agents can answer customer concerns, take orders, or answer questions about your products or services on a 24 X 7 X 365 basis. Our Call Center Services leverage the power of the World Wide Web with leading-edge call center technology to provide unique, transparent communications solutions.We provide a single point-of-contact for all aspects of call center engagements, including systems design and integration, software development and post-implementation production support.

SBBS Infotech is always striving to set new standards for quality by maintaining the perfect balance of world class technological resources, best systems and a highly professional team to run them. We understand that nothing is more essential to ensure customer delight than quality.

We at SBBS Infotech believe in working together with our customer and bring to them cost effective solutions.

Reliability in the IT Industry comes due to performance and QUALITY. A close check is kept on all our employees through our Quality team, working around the clock to ensure smooth operations and maintain a high level of Quality. Quality is guaranteed through various Service Level Agreements, Quality Parameters and Legislation's surrounding each process where we not only meet; but exceed our client’s expectations.

Call Center Process Flow at SBBS Infotech

As with every call center outsourcing service provider, we begin with recruitment, followed by induction and training and finally a transition period (3 weeks). On a more detailed scale, we follow the following steps :

Planning :
The entire process is planned to suit the needs of the project size and sale requirements. A hypothesis driven approach is developed with attention given to details at the level.

Training :
We define the essential needs of training and the standards for trainer certification. A tollgate approach to evaluation and a simulation of the actual process helps our employees maintain the standards of quality and productivity that we adhere to.

MIS/Analytics :
Management Information System (MIS) is an automated system that collects, manipulates, and disseminates data or information in a user-friendly format. We detail MIS requirements, define exception formats and make information available online and to everyone as and when it is required.

Floor Management :
We define and implement visual aids and develop the online FAQ/Knowledge base. A “Quality Circle” approach to team briefing is followed with a Daily Exception Report from MIS/Analytics. Daily tasks are assigned to the coaches/performance enhancement team.

Performance Management :
This involves formal re-training based on weekly performance scores encompassing SLAs and call monitoring. Also, compulsory knowledge assessment tests for all agents and coaches are carried out every month to keep them up-to-date with changes in the system if any. The agents also undergo a continuous and ongoing refresher course

Contact Us :
SBBS Infotech
200 B/1 Picnic Garden Road,
Kolkata, West Bengal.