 Purpose

 Program Execution
 Management Plan
 Human Resources – Recruitment
 Training
 Quality Management process
 Technology Infrastructure


Teleside infotech Approach

 Teleside infotech Implementation team would closely work with the
Concern team to design the final process for operations.

Program Delivery Approach

 Teleside infotech recommends a phased approach for the execution of the
support program. Each phase is defined by a set of clearly identified
deliverables, time-line and responsibilities. The program will begin with an on-
site Program Initiation assignment, followed by involvement of technology
team and the operations team. The phases of the program are as follow’s

Program Knowledge Transfer, Program Program

Program Execution
Initiation execution definition Start-Up

Hiring, Training,
Integration/ deployment of
Quality approach
CRM
finalization

PHASE 1 PHASE 2 PHASE 3



 Teleside infotech follows a process driven approach, while working with its
clients, to create specific actionable activities within all functions that work
together to achieve the client’s operational metrics.

 We believe that our overall approach to operations, which starts right from our
project management phase and goes all the way through the project life cycle, is
built around client service level metrics. Our goal is to meet or exceed these
metrics. The details below will provide the Client with an understanding of
how VRS will become familiar with the Client’s business objective and translate
them into operational activities.

 As we start-up with any client, there are four components (phases) to the
relationship:
 Identify Outsource-able Work – “the planning phase”
 Understand Client’s Expectations – “the project phase”
 Getting Teleside infotech ‘Battle-Ready’ – “the ramp-up phase”
 Teleside infotech Live and On Target – “the stable-state, high volume phase”


 Teleside infotech has developed a rigorous and structured methodology based

on Six Sigma farm work to transition selected processes from client site to its
delivery centres.

 The Teleside infotech Project Implementation Plan is deployed by the project

implementation team, in conjunction with the quality team that is extensively
trained in Six Sigma and Project Management principles. Strong workflow
orientation at Teleside infotech ensures that client processes are fully
understood, defined, mapped and implemented as per client requirements.
The methodology is collaborative and the project-plan is driven for efficient
"mile-stoning" and it includes resources from both the client and Teleside
infotech. The transitioned process is created in a pilot mode and ramped up
until benchmark SLAs are achieved. At every stage of migration structured
reviews are carried out and sign-offs obtained for a fail-safe implementation of
plan.

 Given below is a schematic, which summarizes key elements of the process

flow of our Implementation Plan.


 Our “Client Services” team at Teleside infotech ensures that the client attains the
advantages of cost, quality and service efficiency by means of its proven Teleside
infotech Implementation Project Plan. The plan includes:
 Mapping the client's existing processes with the outsourcing strategy
 Cost-benefit analysis to quantify the cost advantages that emerge from an as-is
process
 Integration of people and technology to the process parameters
 Application of quality metrics for process improvements
 Emphasis on training to ensure consistent delivery
 Project management for better control and implementation


 Shift Timing:
 The shift of an FTE will be of 8 hours duration and will run 6 days in a week.
Hence, this is referred as 8 X 6 shift.
 An FTE is roistered for 9 hours with 1 hour of Break time spread over the time.
 The Call Center will run As per the Required hours a day and seven days a week
off(As per Call Client instruction from Required Timing.).
 The IT Helpdesk program will operate 24x7x365.

 Proposed Team Size:

 As per current Requirement, the Team would comprise of the following

 SLA:
 As defined in the RFP and to be reviewed after the first quarter of operations.

proposed experience level and ratios for the
contact center outsourcing program.
 Roles & responsibilities

Role Responsibilities
 Manage the program on behalf of Client
 Provide program inputs and accept and approve program deliverables
Client Process Manager
 Facilitate interfacing with groups within Client whenever necessary.

 Take responsibility for all commercial and contractual aspects of the program (SPOC)

Teleside infotech Client Servicing Manager  Approving authority from Teleside infotech for all commercial aspects of the program

 Resolution of escalated issues

 Manages Teleside infotech Program Team
 Resolve issues escalated by Client’s program manager and Teleside infotech program team
Teleside infotechProcess Manager – Operations
 Ensure that program meets schedule, SLAs and quality requirements.

 Manages the team and monitors, controls, and reports the status of the program on a daily
/ weekly basis
Team Leader
 Reports the status to the Process Manager
 Performs the tasks as assigned including Analysis tasks
 Quality assurance plan and its implementation
*Quality Analyst  Call monitoring, call barging and generating Training need identification

 Quality scorecards for team and agents

 Training Agents and TLs, new hires at the start of the program
*Trainer
 Recursive trainings, new product launches training
 Human Resources - Recruitment

 Client & Teleside infotech shall select & deploy the skilled and qualified manpower required
for running the Call Centre.

Minimum Manpower Profile – Manpower deployed by Teleside infotech for call centre will
comply with minimum qualifications defined in the RFP.

Manpower profiles could be audited by Client on an Regular basis.

 Apart from a mix of Hindi and English resources, Teleside infotech will hire 2 resources each
specifically for supporting Hindi ,English , And Regional calls.
 Screening Candidates

• first level screening of the potential candidates by using telephone as

medium to judge and evaluate basic fitment criteria of the job profile.
This is depend on process requirement- for voice recruitment specialist
would look at work experience in the specific domain, language skills,
customer orientations skills, CTC fitment and other parameters before
inviting candidate to the face to face interview. Basic screening is
followed by face to face interview.

• HR and operation interviews are conducted F2F after the screening

done by the recruiter.
•Teleside infotech believes that one of the critical success factors for
execution of engagements is the quality and caliber of people. The
recruitment process plays a key role in targeting and attracting the right
people into Teleside infotech The following schematics depicts the
various steps
 Training Methodology
The training procedures implemented at Teleside infotech revolves around building subject matter
expertise and promoting continuous learning and improvement through best practices. This encompasses
new hire, ongoing and refresher training modules. Training for new hires is a process completed in two
phases:
•Soft-skills training
•Product training
Soft-skills Training:
•Soft-skills training starts with pre assessment of a batch; basis the result a Training need Identification
(TNI) for the batch is generated. The TNI helps in following a focus group learning approach which
comprise of:
•Modular assessments - follow each module to gauge participant understanding on a topic & to prepare and
integrate a follow-on action plan for individuals in the batch
•Mid assessment – Is held midway thru training & is used as a tool to gauge the learning curve of a batch.
Corrective training follows mid assessments to ensure desired output
•Post assessment – Is the final check on a candidate before he/she is graduated to “Product Training”
•Training delivery is modular in nature & typically incorporates of the following topics:
•Grammar
•Customer service
•Call handling
•Cultural sensitization (by region)
•Scenario based simulations
•Online research & assignments for product orientation
•The delivery mode for training is either classroom or blended training (that is self paced
learning and facilitator led). The delivery mode depends on the audience type

Product Training
•Training delivery is modular in nature & typically incorporates the following topics:
•Basics of the product, Industry (e.g. Basics of Airlines vertical and customer support
requirements)
•The product & procedures (as per client specifications)
•Client tools & business applications (e.g: CRM)
•Scenario based simulations
•Real-time monitoring of recorded transactions (for accelerated learning)
•Product training is scheduled for individuals depending upon the project requirements, it
includes:
•Modular assessments - Follow each module to gauge participant understanding on a topic
supplemented with a follow-on action plan for individuals in the batch
•Post assessment – Mastery test check a candidate on Soft-skills & Product fronts.
*Training durations may vary depending on the content and training need.
 Quality Management process
•Client will initially provide the Quality Assessment Matrix to Teleside infotech which will be reviewed
quarterly.

•Teleside infotech deploys specific quality assurance (QA) models to monitor measure and track the
performance standards of its employees. These programs are based on daily and weekly monitoring
sessions, remote access monitoring, spot checks, process assessments, Client evaluations, etc.
 Quality Methodology
Quality Driven Agent Compensation Policy:
Our compensation philosophy is designed to be competitive and to motivate and retain high performers.
Each agent has a fixed and variable component as part of his or her salary. The performance of each agent
for the variable component is evaluated on the basis of defined metrics that cover client deliverables and
internal goals. Each parameter is given a weight and performance is rewarded according to the % earned.

Programmatic team efforts/guidelines to drive quality include:

Monitoring and Training
•Daily/Weekly calibration sessions (depending on lifecycle)
•Transition audits & feedback provided for every call within 24 hours
•Individual calibration session with associates for stack ranking, scoring & measurement, and to
inform targeted training/education action plans

Daily Monitoring/Stack Ranking

•Agents below threshold of 80% (On Target + Bull's Eye/Total Calls) are identified
•If an agent falls below threshold in the weekly stack ranking, the agents are coached and helped by
the Quality coach
•If an agent falls below threshold in the monthly stack ranking, the agents are taken Off Calls and
sent for Refresher
•If the agent does not show improvement and continues to be below threshold, flag would be raised
for separation from the process.
 Monitoring Methods
•Sampling: Sampling is done based on weekly agent performance, the idea is to capture more
samples for average and bottom performers and reduce monitoring numbers for top performers,
also sample of good calls are passed to the training team, also sometimes sampling is done as per
Ops and Client requirement.
•Remote monitoring – Teleside infotech has implemented its in-house developed quality
monitoring tools – Audi vault and Audi vault Marshall, that help our quality supervisors in call
barging, screen barging or both simultaneously
•Side barging – Real time barging is conducted on an ad-hoc basis for feedbacks based on real
time call analysis basis but only in case of new associates joining in or incase of system issues
•Live Calibrations – Live calibrations are held with the client once a week

Monitoring Targets
Daily target - 20 calls per QA (depending on AHT
Bottom performers – 8 calls per month
New Agents - 2 calls per week (includes side barging)
Average Performers – 4 calls per month
Top Performers – 2-4 calls per month

Targets are revised for training purposes/ramp or any downtime experienced.

Client Reporting:
•Weekly calibration calls with client upon preference
•In-house real-time QA tools including: Voice Recording System (VRS), Voice Monitoring
System (VMS)
Evaluation Criteria
Agents are evaluated based on the following process and soft skill criterions:
•Process – Issue Identification, call flow, policies and procedures, updates, resolution,
scripting
•Soft Skills – Active listening, sentence structure/grammar, acknowledgement, avoid
interrupting the customer
Not only are the agents assessed but the QA coaches are also continuously evaluated
through quizzes, refreshers and internal calibration.
Quality Reports
•Day End Reports – The detailed summary of the full day monitoring will be shared at
the end of the day
•Weekly Reports – The report is shared on weekly basis & data is monitored on a
weekly basis including number of calls monitored, on targets, off targets and bulls eye.
It also provides the weekly quality scores in percentage along with stack ranking
oPareto Analysis
oAgent Trending report
 Stack ranking include
•Top Performers – above 94%
•Average Performers – 82% - 94%
•Bottom Performers – below 82%

Monthly Reports - Same as the weekly reports but it contains data on a monthly basis
Calibration Trackers – contains client and quality team feedback and is prepared weekly
after every calibration
Feedback Delivery Process
Feedback is a positive opportunity for agent training and development. Quick turnaround of
feedback is essential to make the effectiveness of call monitoring. Feedback is divided into four main
components before administered to the rep.The following areas are covered while sharing the
feedback.
Call Summary:
Start feedback by giving brief summary of call. State the issue of the call for the rep to identify or
recollect the call. Highlight all the positive areas followed by areas of improvement.
Process adherence:
Discuss the call first in terms of call flow, adherence to business process.
Call Rating
State the score (On/Off/Bullseye) and appropriate reasons for scoring the call.
 Closing the loop

•Any rep that does not receive feedback same day for some reason as the call monitored is
provided feedback within 24 hrs from the time his call was monitored. Feedback is also
forwarded to respective TL’s in case the rep is missed. All key points from daily feedback are
shared in post shift meetings

•Feedbacks for off target calls are shared the same day and if required the agents are made to
listen to the recorded calls to understand and avoid repeating the same mistake.
Bulls eye are always highlighted and rewarded
Calibration feedback is shared with associate who was monitored and it is also disseminated
in post – shift meetings

•Feedback is posted on a common place (shared drive) for associates to access it anytime
during their shift timings
Automatic Call Distributor (ACD)
ACD distributes incoming calls to agents as they are received. It will have at least the following features:
•System will be able to intelligently route the callers to agents based on their availability to take calls on
first come first serve basis.
•Standard features like Call Transfer, Conference, Barge in, Dialed Number Identification Sequence
(DNIS), Automatic Number Identification (ANI), and Caller Line Identification (CLI) etc.
•System will announce the queue waiting time for the caller before getting attended by an agent
System shall support the ability to play customized announcements per queue as defined by the
administration.

Other Call Centre Infrastructure to be provided by Teleside infotech is:

•Call barging and recording software
•Call centre executives’ computers, phone sets and head sets.
•Connectivity between Call Centre & DC and Call Centre & DR.
Telephony Setup – overview (CTI with CRM)
 Server Specifications (example):

Server (for DB) HP Proliant DL360 Generation 7 (G7)

Processor model type Intel(R) Xeon(R) CPU E5640 @ 2.67GHz
RAM 16 GB
HDD 1 TB

Other Hardware
Routers Cisco 2800 series
UTM Fortigate 800 series and 400 series
Switches Cisco & Extreme
PRI Cards Digium 4 port with Noise Cancellation
IP Phones Cisco
Head Phones Plantronics, Jabra or equivalent

Software
ACD Server OS Linux CentOS

Agent Desktop OS Win 7 or Win 8

Antivirus McAfee
 IVR Flow

Customer calls on
Contact Number

Within Support Hours

On No Support Day/
(As per the
Holiday (In Case of
Requirment)
Client requirment)
During Off Support
Hours Post Shift (In Case
of Client requirment)

3. Main IVR 1. Recording

2. Recording
Script OFF Support
NO Support
Day IVR Hours IVR
No input recd

Customer selects
1 , 2, 3 OPTION
Repeat 3. Main for Language Terminate
IVR Script

No input
received again

If waiting in
4. IVR Max Queue
Attempts
If agent is
available
Terminate
5. Waiting
Script

Call lands at
agent desk
RPA Function
Customer Satisfaction

Our Vision is 100% Customer Satisfaction Regarding Product & Achieve

all the Target whichis Client Requirement
Manpower Arrangement Plan Location
Admin Managing Plan
Customer Satisfaction