Zaftig Solutions

Zaftig Solutions

Zaftig Solutions is call center solutions provider with an inbuilt capacity of 250 seats. Our services are for brands and related to their transactions and engagement with their consumers and trade customers. Our 24x7x365 multi-channel contact centre integrates well-trained professionals and the latest call centre technology.

Zaftig Solutions

About Us

MissionOur mission is to plan, nurture, support, and vigilantly guard  the relationship between our clients and their customers.

Zaftig Solutions

ServicesInbound Outbound

Answering Services

Inquiry Handling

Customer Service

Inbound Sales

Order Taking

Help Desk/ Technical Support

Interactive Voice Response

Appointment Setting

Sales Lead Generation

Market Research & Survey

Order Fulfillment

Debt Collection

Telephonic Audit

Follow Ups

Zaftig Solutions

Zaftig Solutions

Outbound Dialing1. offers multiple phone

number dialing methods like predictive and power dialing.

2. High agent productivity via better connect ratio.

3. Campaign/ Agent/ Skill based called distribution.

4. Alternate Numbers dialing.

Inbound Dialing 1. Dynamic call flow generation

by IVR designer & call transfer algorithms.

2. Different IVRS flow for different inbound numbers.

3. Pattern based routing of calls.4. Normal and skill based

routing.5. Uniform call distribution

based on skill priority & skill level.

6. Incoming calls in a queue can go to multiple campaigns based on the selection by customer.

7. Inbound number check as per skill or campaign

Zaftig Solutions

IVR Broadcasting1. Numbers have to be

uploaded in the broadcasting campaign along with a voice file.

2. IVR will be played and customer listens to it with different options to choose from the IVR menu. It will prompt 2 options, if the customer presses 1 , then call will be routed to the agents logged in the call centre in that particular campaign.

3. And if the customer presses 2 then call will hang up

Dialer Solution( Without

PC)1. Agent will dial a login code

followed by his user code and password to Login into the System.

2. Agent will have to enter a Numeric disposition code after call.

3. No PC required for this solution. 4. A supervisor can keep checking all

the reports & monitor the agents on his PC.

Schedule Call Backs. CRM integration Call Transfer & Conferencing . Customer info capturing Script assistance. Multiple DID configuration. Web form. Call Queuing and parking. Blended call handling. Supports multiple dialing modes. Run multiple campaigns simultaneously. Voice Recording & Play back DNC scrubbing Real time monitoring. Call Barge in & listening. Recycling of leads

Zaftig Solutions

Dialer Features

Altitude Predictive Dialer Routing CMS Support Highly Structured LAN Cabling with Tyco Cate Cable Secured V-LAN Internet Lease Line with 8E1 Speed Quarterly Network Virus Scans with Cisco ASA Firewall Digital VoIP IBM Servers 3750 Series Router CISCO Catalyst Switches GN Net Com Headsets

Zaftig Solutions

Software

Zaftig Solutions

Meridian Option 11C

(II)1 Power Supply, 1

CPU,3 Digital

Extension Card

CroneCompaq

Proliant ML530 Server

10.101.0.15/16

Passport 6480

2 CP, 2 V35, 4 E1 Card

172.16.172.1/24

Ascom COLT-2Line Driver1984Kbps

Cisco 2621 2 Wan, 2 Lan

Wan : 172.16.172.2/2

4

BayStack 450-24T Switch24 Port

Switch X 8

Nortel 3901with

Headset

Compaq

DeskPro SB

200 Agent Workstation Running On DHCP Range (10.101.0.50 - 195/16)

Lan : 10.101.0.1/16

IPLC From VSNL & MCI

IT Architecture

Zaftig Solutions

R E S O U R C EE X E C U TIV E

JR S Y S TE M SE X E C U TIV E

JR S Y S TE M SE X E C U TIV E

S Y S TE ME X E C U TIV E

A S S TT A C C O U N TSF IN A N C E

A S S IS TA N TA D M IN IS TR A TIO N

M A N A G E RA D M IN IS TR A TIO N

TE A ML E A D E R

TE A ML E A D E R

TE A ML E A D E R

TE A ML E A D E R

TE A ML E A D E R

Q U A L ITY TE A ML E A D E R

M A N A G E RO P E R A TIO N S

G E N E R A LM A N A G E R

C E O

C H A IR M A N

Operations Hierarchy

Process Hierarchy

Requirement to achieve the set targets originate here

Zaftig Solutions

LowerMiddleUpper

Manager

Assistant Manager

Quality Departmen

t

Trainer

Team Leader

Escalation Team

Zaftig Solutions

Pillar of Operations

Focusing our resources on high-value calls as well as routine calls Rating these calls using a call scoring and evaluation form and

calibrate your ratings with a rating team. Rating any customer interactions on additional channels (i.e., chat, email,

in person, etc.) with similar scoring and evaluation forms and methods. Have incorporated customer feedback obtained from post-call IVR

surveys into your QA process. Assessing the performance of each individual agent, team, department

and the call centre as a whole and provide relevant metrics to all parties with a vested interest.

Created a culture of continuous improvement by requiring peer-to-peer evaluations and self-evaluations of calls.

Included our QA specialist in agent coaching sessions to provide both qualitative (i.e., examples from call recordings, customer feedback, etc.) and quantitative (i.e., scores from evaluation forms) feedback based on the agent’s performance.

Zaftig Solutions

Training & Performance Management

Providing concrete examples of how you would like the agent to improve their approach to interacting with callers if needed

Create a remediation plan (i.e., shadow a more experienced agent, have a call centre manager whisper coach them, engage in self-evaluation, etc.) for agents who consistently fail to make improvements based on your feedback

Ensure that your QA specialist, customer satisfaction specialist and call centre manager meet at least weekly to enhance collaboration

Supplement your on boarding and coaching sessions with systematic training sessions including the QA specialist, call centre manager and customer satisfaction specialist

Recruiting a firm to periodically evaluate your QA process objectively and provide your team with an unbiased feedback and suggestions for improvement

Have Leveraged call centre software with a reporting dashboard that provides the metrics that are of most interest to your team as well as call monitoring and call recording capabilities

Zaftig Solutions

Training & Performance Management…..

The statutory welfare schemes include the following provisions:

Drinking Water: At all the working places safe hygienic drinking water is provided.

Facilities for sitting: suitable seating arrangements are provided.

First aid appliances: First aid appliances are provided and readily assessable so that in case of any minor accident initial medication can be provided to the needed employee.

Wash Room: A sufficient number of ladies and gents washrooms are provided in the port area in the vicinity of the work place of the office premises and maintained by an outsourced agency.

Pantry facilities: Cafeteria is provided so as to provide hygienic and nutritious food to the employees.

Lighting: Proper and sufficient lights are provided for employees so that they can work safely during the night shifts.

Zaftig Solutions

Employee Welfare Schemes

Many non statutory welfare schemes may include the following schemes:

Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible working schedules. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs, this facility is provided to all back office employees.

Medi-claim Insurance Scheme: This insurance scheme provides adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy.

Transportation: The organizations provides transportation facility to all night shift and evening shift employees from home till office .

Zaftig Solutions

Employee Welfare Schemes……..

In order to meet the requirements of the principles, we will:

• Observe ethical practices regarding the fair collection and use of personal data.

• Collect and process appropriate personal data only to the extent that we are obliged to by contract or to

• comply with any legal requirements. • Ensure the quality of personal data used. • Hold the data only as long as we are required to by contract or by law. • Take appropriate security measures to safeguard personal data.

To maintain the policy we use different tools as follows:

Internet Protection – We Use Juniper SSG-5 to control unwanted internet access and Monitor the internet usage by content filtering and setting up alarm for unwanted usage this also protects against Trojan, Malware and Spyware attacks.

Data Theft Protection - We use Espy Key logger, to track system activity. Use also use USB device activity analyzer to get the real time USB usage details. We also centralized network monitor tool to track real time data transfer.

Data Backup -We use Back up utilities to backup data on regular basis on DVD, Centralized Backup Servers.

Data Recovery -We use Stellar Phoenix & Recover My File to recover our Data if needed.

Data Protection

Zaftig Solutions

Internet and E-Mail Policy Voice mail, email, and Internet usage assigned to an employee's computer or telephone extensions

are solely for the purpose of conducting Company business. Some job responsibilities at the Company require access to the Internet and the use of software in addition to the Microsoft Office suite of products. Only people appropriately authorized, for Company purposes, may use the Internet or access additional software.

Internet Usage Internet use, on Company time, is authorized to conduct Company business only. Internet use

brings the possibility of breaches to the security of confidential Company information. Internet use also creates the possibility of contamination to our system via viruses or Spyware. Spyware allows unauthorized people, outside the Company, potential access to Company passwords and other confidential information.

Removing such programs from the Company network requires IT staff to invest time and attention that is better devoted to progress. For this reason, and to assure the use of work time appropriately for work, we ask staff members to limit Internet use.

Additionally, under no circumstances may Company computers or other electronic equipment be used to obtain, view, or reach any pornographic, or otherwise immoral, unethical, or non-business-related Internet sites. Doing so can lead to disciplinary action up to and including termination of employment.

If any site is required to be accessed by the employees/management, it has to be approved by email from our Technical department and management and then only the internet can be accessed. No personal mails can be opened and no messenger services are installed in any machines. Our HR department access www.naukri.com website for some official purpose, but HR department has different IP address to access the website.

Zaftig Solutions

Internet And Email Policy

Software Access Procedure Software needed, in addition to the Microsoft Office suite of products, must be

authorized by your supervisor and downloaded by the IT department. If you need access to software, not currently on the Company network, talk with your supervisor and consult with the IT department.

Email Usage at Company Email is also to be used for Company business only. Company confidential

information must not be shared outside of the Company, without authorization, at any time. You are also not to conduct personal business using the Company computer or email.

Please keep this in mind, also, as you consider forwarding non-business emails to associates, family or friends. Non-business related emails waste company time and attention.

Viewing pornography, or sending pornographic jokes or stories via email, is considered sexual harassment and will be addressed according to our sexual harassment policy.

Zaftig Solutions

Internet And Email Policy

Zaftig Solutions

Internet Security Diagram

Zaftig Solutions

Thank-You