Who We Are

The Thirumalai Group

Thirumalai
Charity Trust
Thirumalai Vedavalli
Chemicals Ltd Vidyalaya
(2000 Cr Turn over)
Ultramarine
Lapiz &
& Pigments Ltd
Customer Broadcast
1 (150 Cr Turn over)
 Customer Broadcast

Inbound
Customer Care
CRM

Loyalty
Management Field
Mobility

Customer
Satisfaction
Analytics Survey

Customer Broadcast is a fully integrated Inbound Call Center and CRM company established in Year 2000. With full focus on Inbound
Call Center processes and Service 007 CRM, Customer Broadcast has established unique capabilities and developed IPs which serves
millions of customer in effective, qualitative and cost effective manner..

2
 Why Customer Broadcast?

01
Access

Multi Channel Access to Customers

Reliable and Cost Effective
Business

03
24X7X365 Availability
Intelligence

Real Time Reports

Data Driven Analytics

02
Centralized Control on Operations
Routing

Timely and Accurate Routing of

Customer Issues
Accountability of Action
Timely Escalations

3
 CBs USP

Call Centre
Specialists

Financial Excellent
Stability Client Base

Experienced
CB Pioneers in
cloud
Management
computing

Cost
Scalability effective
technology
 Operations

OPERATIONS TEAM STRENGTH

FACILITIES
ALL INDIA SUPPORT

Chennai ,
9 languages 24 * 7 Trichy 1200+
&
Ranipet

5
 Operations An insight

Equipped with Automated software Realtime dashboard Online call barging /

Full dedicated, latest hardware / based report for all process to whispering to monitor
24 x 7 available on software. generation, no human monitor Drop%, AHT, quality of incoming /
holidays, weekends Skill based routing. intervention, software AQT outgoing call
Day & time based enabled time stamping
call routing, any for all calls
call any where

24 x 7 x 365 UPDATED AUTHENTIC SLA QUALITY

SUPPORT TECHNOLOGY DATA MONITORING CHECK

6
 Operations

Training on
Mock Sessions CRM usage
and escalation
matrix
Process training
to agents
Soft skill
training to
agents

Recruitment
of required
agents
 Reports

Daily call volume hour Agents attendance /

Park information
wise login / audit

Internal productivity / Customer satisfaction

Call response
disposition wise analytics

Disposition analytics

8
 Productivity measurements

Calls received, Calls answered,

Calls abandoned

Challenges / cross learning

AHT, AWT

Customer complaints

Calls , Login hours, Break time,

Wrap-up time

9
 BCP

A ll
s
back ervers
up s
24 h erve have h ony
S rs
u r s UP back our Gene l
p s
tele ent ha or
6 ho p for all up rator l
A ipm ms
f
u q u te
back tems e sy s
llel ckup
sys pa ra
ed ba
High Spe ns
rn e t connectio
Int e ps
ple backu
have multi
y diferent
provided b
providers

10
 CB Advantage

Higher customer

Quicker TAT

Timely MIS Reports

Timely follow up

Timely escalation

11
 Quality Criteria

Welcome Transfer & hold Call closure Soft skills

Call classification
(Inbound)

Polite Based on the process Reason Based on the process Pleasant tone

Request permission Appropriate speaking

Introduction
etc. volume

Identification Rate of speech

Clarity with precision

Courteous words etc.

CLIENT CERTIFICATION
Before an agent is put on call, he / she has to go through a client specific call certification process, where our quality team along
with the client conduct series of test and mock call sessions.
 Differentiators

Experience in AMC,
Diverse businesses are Mobility CRM with auto Shorter Transition
Renewal,
handled escalations Period
AR

Handling 50000+ Our CRM could be

Exclusive Software World class Data
Inbound Service Calls integrated with SAP,
Team to Develop CRM Security Systems
Every Day Oracle, SFA

Handling 5000+ Inbound Process

Outbound calls a day Expertise of 14 + years
 Data Protection
Dedicated virus box to ensure safety from virus and spyware

Proxy servers to ensure all internet and LAN activity is monitored and restriction rules are applied

No Agent desktop has external drive access

All client related data is handled by dedicated MIS teams

All employees are signatories to strict Non Disclosure agreements

All employees go through a verification and reference check

All systems and Software are password protected

Some of our Clients
Thank You

Joseph Kurian
Asst Manager Sales & Marketing
marketing@service007.com
+91 44 4290 1300 * 341