Managed

Front Office
Services
SuperSeva: About Us

India’s leading Enterprise Support Services Vision:

provider leveraging end-to-end usage of To be the partner of choice for exemplary Support
technology Services and Solutions to progressive enterprises.

•Established in 2000 Clients: Service Quality Assurance:

• HQ-ed in Bangalore
with offices in Mumbai,
Delhi, Chennai,
Hyderabad & Pune
100+ enterprises • ISO 9001:2015 certified
pan-India • WEConnect Certified
across 39 cities
• Enabled via state-of-the-art, comprehensive
technology platform

Team:
• Management: 17
• Supervisory & Backend: 180
• On-ground: 1250+
Operational Presence:
Bangalore, Mumbai, Delhi, Pune, Hyderabad, Chennai, Gurugram, Noida, Ludhiana, Ajmer,
Amritsar, Lucknow, Jamshedpur, Aurangabad, Faridabad, Ghaziabad, Kolkata, Ahmedabad
Surat, Bhubaneswar, Chandigarh, Ranchi, Jaipur, Udaipur, Dehradun, Karnal, Rohtak, Sonipat
Indore, Kanpur, Nagpur, Coimbatore, Kochi, Visakhapatnam, Vijayawada, Mangalore, Mysore
Tumkur, Bellary
Phone lines ringing, co-workers crowding
around the reception, high volume levels and a key visitor
arrives

How does the front desk executive handle multiple people

adroitly with professionalism and poise?

How would we want our visitors to perceive our

organisation? Chaotic or professional?
We are judged and evaluated within
the 1st 3 seconds of a new encounter,
even if it’s only a glimpse
 The Front Office Professional: Essential Characteristics

Excellent Superlative
communication capability in Understands
skills handing role of
telephone teamwork in
Ability to
calls providing
communicate
quality service
effectively with Comfortable
diverse with
personas Understands ambiguity
importance of
confidentiality
Great and privileged
keyboard information
skills

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

 Why is the Front Office Vital?

Front Office:
The 2 primary entry points Each provides the opportunity to:

Impact customer / visitor

perception positively
The
The
Receptionist
Front Office Project the organization's image
Premises and culture

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

 Why is the Front Office Vital?

Expected processes not met Stringent deliverables often

with efficiently neglected

Visitors not greeted with Wrong messages taken

warmth down

Process owners under Unprofessionally Appointments

pressure from organisation managed Front Office messed up

Phone calls not routed Poor response to

properly enquiries

Visitors not directed Unsorted mails, unsent

correctly messages

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

An unprofessional Front Office
unknowingly conveys an undesirable
impression of the company’s values
 Front Office Management: Conventional Approaches

A Recruit own B Handle through

Receptionists Security Agency

Issues: Issue:
› Cannot be sure of › Negates the very
seamless performance principle of a warm,
and inviting reception
› Absenteeism and being the first face of
resignation will be a your organization
regular challenge

› Career progression has

to be planned and
implemented

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

 Front Office Management: Challenges

Front Office being a non-core function, organizations…

…simply do not …do not have …are unable to

have the in-house offer a career
bandwidth to expertise for progression
monitor the training & path to Front
function 9/5 grooming Office staff

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

 Let
SuperSeva’s legacy
expertise
completely handle
this critical function
for your
organization!

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

 SuperSeva Managed Front Office: Key Differentiators

Accountable Skilled
for smooth, professional
flawless front service
office (unlike manpower
functioning outsourcing with
at all times sub-optimal QoS)

Ensures
SLA-driven
constant
front office
Quality of
management
Service

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

 SuperSeva Front Office Executive

Manages
Responds
Phone
to
Calls Books/Cancels
Enquiries Appointments
Greets and
Ushers
Visitors Handles Routes
Deliveries Phone Takes
Calls Messages
Monitors
Visitor Makes Fax
Access Sorts Transmittals
Mail

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

 SuperSeva Front Office Executive: Key Traits

Customer
Service / Admirable Welcomes
Radiates Self
Satisfaction Telephone Visitors
Confidence
Mindset Etiquette Courteously

Attired in Well-
Professional Personable
Business groomed,
Demeanor and Caring
Formals Refined

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

 No more
Screening,
Recruiting, Training,
Pay rolling,
Motivating,
Retaining,
Rewarding &
Appraising.
Just leave it to
SuperSeva!

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

 SuperSeva Managed Front Office Services: Advantages

Complete
Providing a
responsibility of
superlative front Equally skilled
managing your
office experience back-up
Frequent, front office.
by imbibing resource pool
periodic skills- Commitment to
your cultural ensures process
based training a defined service
from best in values continuity in
level
industry case of any
absenteeism or
attrition
Micro- Continuous,
managing the professional
granular front office
details in the management
front office with near-zero
processes downtime

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

 Front Office
Management is much
more than a
SuperSeva core
competency.
We have an unfair
advantage over the
others!

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

 SuperSeva Managed Front Office Services: Getting Started

1 SuperSeva shares Service Level

Agreement and Escalation Matrix

2 Bipartite Signing of Contract

3 2-week Lead Time for Service

Commencement / Transition

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

Managed
Front Office
Services
Thank You!
www.superseva.com | info@superseva.com
Other
Enterprise Support
Services
 Delivering Comprehensive, End-to-end Support Services Across the Enterprise

Premium Concierge Facilities Automated

Services Management Mail Room

Hospital Concierge Managed

Executive Assistant
& Travel Desk Front Office

Procurement Petty Cash Corporate Events

Services Management

Stamp Paper
& Franking

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

 SuperSeva Enterprise Support Services Framework

Vendor

SuperSeva
Enterprise Event Management Human Resources
Online Ticketing Platform Employee Concierge Services
Corporate Event Management Sales & Human Employee Engagement Services
Marketing Resources
Individual Party Planning Rewards & Recognition Services

SuperSeva

SuperSeva

Vendor
Vendor
Other Support Services Other Support Services
Organization
Legal & Finance Admin & Facilities
Stamp Paper Franking Services Managed Front Office Services
Finance Admin &
Procurement Services & Legal Facilities Facility Management Services
Tax & Accounting Support Mailroom / Travel Desk Services
Other Support Services Other Support Services

SuperSeva

Vendor

© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.

 SuperSeva: Client Portfolio

Delivering
Delight as
the
Extended
Support
Services
arm of
Leading
Enterprises
© 2019 SuperSeva Services Pvt. Ltd. All rights reserved.