Call Centre Services 
     Call Centers have become an integral part of almost all major businesses worldwide. The majority of businesses used advanced call centers services to provide standardized, streamlined, uniform services for consumers, making it an effective approach for interacting with their customers. Some businesses even service internal functions through Call Centers that act as Help Desks and Sales Support Centers. Call Center, Contact Center, or Customer Interaction Center - whatever name you give it, - operates as near identical principals for meeting customer needs in real-time or near real-time.
        Services Structure
        Our Call Center has the following features and deliverables.
  • The working hours are 24 hours i.e. in three shifts.
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  • In every shift 75-175 Outgoing / Incoming calls delivered from each call center executives (Based on the Script length).
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  • The script involved is as per requirements of Client.
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  • The Calls distributed through Automatic Call Distribution.
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            Our Call Center Executives have the followings capabilities to handle the In Bound and Out Bound calls
  • Good Listening Skills.
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  • Good Communication skills Written and Spoken.
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  • Good Service Aptitude.
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  • Ability to handle stress.
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  • Willingness to work as a part of team.
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            Voice BPO Services
    XtraNet is providing services for Dealer Helpline, Directory Enquiry, Welcome Calls, First Bill Call,Billing Collection Call & other customer relationship-building calls within the telecom service Subscribers of MP &CG Circle.

    The call center caters to the need of inbound as well as outbound calls. The details of the various processes are as follows:
             In-Bound
  • Dealer/ Collection Help Desk:This desk caters to all queries raised by the dealers and collection field executives.
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  • Activation Calls: The FE / dealer / customer  call  on  this  number to give few confirmations, based on the inputs the account   
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          can be made active in the system. This process is being used for MP-CG post paid activations.
  • Directory Enquiry Service: If customer  wants  to  enquire  about a particular phone number / directory information, they can   
    •         use this facility. Our call center executives will take the directory enquiry call.
  • Escalation Desk: If the call  center  executives  are not  able to  resolve  the  Problems, then  they forward it to the escalation 
    •     desks.
  • Sales Promotion: This number is being used for inbound sales promotional activity, giving plan details and generating leads etc.
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             Out-Bound:
    In order to touch base all customers before the due date, its been decided that customers shall be out called by the central call center.
  • Welcome calls: Post activation  of call  the customer  needs  to be  called  in  order to welcome him in the network and at the   
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            same time confirm the basic points valid to the customer like his opted plan, installation address, add-on tariff plans etc.
  • First Bill calls: After  receiving  first  bill from  the company, Customer  also receives  first bill call from the call center. This call  
    •        contains customers.Bill explanation, Billing Plan, usage, rental, other billing details, bill layout & calculations, etc. for the new
  • Collection calls:It includes  the details  of Bills, Bill  generation  dates, Bill  delivery  confirmation, due  date reminder, stress on 
    •         collection before due dates, pickup generation, PTP and other collection related activities etc.
  • Pre-outgoing barred (Pre-OGB) calls: Main  objective  of  these  calls  are to reduce monthly out going barring percentage of 
    •         subscriber  base.
  • Usage Monitoring Calls (UMR): This  call  is made  for providing  the  information  of credit  limits  and  getting collection if the  
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            usages are more than the provided credit limits to the subscriber.
  • Pre installation & Cancellation (PIC): These calls made to retain the customers.
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  • Enterprise business group calling (EBG): These calls made to corporate customers for collection purpose.
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  • Other Calls: These  include  Handset  Health  Check, Proposed  Barring  and calls  on other  randomly given data by the telecom 
    •         company.
             Technology And Infrastructure Details
  • Awaya and NEC CC Switch having facility of auto calls distribution & report generation facilities.
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  • 125 Physical Desks with manpower & PC (Networked with updated Security Solutions).
  • 2 Operation Manager, 10 Team leaders, 2 Quality Analyst, 2 Trainers, 3 Tech Support onsite.
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  • Adequate office space (3 X 2000 Sq.Ft) with required infrastructure for running the center in Bhopal with power backup – (UPS 
    •     with 45 Minutes  &  DG backup).
  • Integration with automatic call distribution (ACD), interactive voice response (IVR), and computer telephony integration (CTI).
  • LAN Setup for entire Network with Switches, Cisco Router & Loop S.HDSL Modems for WAN.
  • Lease Line & E1 - PRI connectivity.
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  • Application Software for Tele-Calling, Analysis and MIS Generation.
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  • Auto Dialer for outbound Campaigns & Voice Logging facility.
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  • DOT Licenses for International, Domestic Call Center & Tele-marketing center.
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