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BPO MARKETING (Pvt) Limited [login to view URL] Our Expertise: Software Solutions BPO MARKETING is an International IT/BPO solution provider that delivers affordable business and technology solutions through the global software development model. Since its foundation, BPO MARKETING has been pioneering the offshore software project and product development process. BPO MARKETING has consistently delivered quality solutions to leading software companies and global corporations. Business Segments BPO MARKETING primarily serves the following verticals: • Healthcare • Finance and Trading • Mortgage Industry • Telecommunication • Education • Government • Recruitment • Travel • Energy • Oil & Gas • Call Center • Information Technology • Media • Textile • Retail • Business Intelligence • Multimedia Production Call Center Services As part of Business Processing Outsourcing (BPO) initiative, BPO MARKETING has established an International Call Center to provide reliable, cost-effective inbound and outbound outsourcing solutions for a variety of industries for customers in USA and UK. Our Expertise is commendable in Appointments, Lead Generation, Membership Proposals and Sales. While focusing on these aspects, we target for our clients on the basis of Number of leads, new memberships, and Contact Ratio for Appointments set each day. A work force dedicated to our Client’s needs 6 days a week, and 24x7 for Customer Service. Currently we are serving our customers in two broad areas. 1. Inbound Services Customer information services Technical support for IT products and platforms E-business support (email management, IM, Chat support etc) 2. Outbound Services Outsourced sales teams for consumer and corporate marketing Lead generation, qualification and lead management Customer service audit Mortgage Processing Solutions BPO MARKETING offers loan-processing services for mortgage companies, loan officers and brokers. Our services include: Loan processing Quality assurance of loan applications Verifications Appraisal (with your partners) Title check (with your partners) Review and clear condition Electronic Medical Records Update Facilitation XENIA serves as an easy, modular and flexible EMR solution. It offers effective automation for healthcare providers in order to ensure the provision of quality services to patients. XENIA does not only promise best delivery of medical care to patients but also a simple, straightforward and convenient electronic platform for healthcare providers. It is with XENIA that healthcare providers can manageably keep track of all sorts of practiced healthcare activities; hence making medical operations more accurate, reliable and efficient. Solutions for your Practice Patient Manager Manage Clinical Notes & Document Manager Communication Manager Medical Billing Manager Security Entity Authentication Privacy & Confidentiality SKILLS BPO MARKETING provides high-value Business Process Outsourcing (BPO) and Technology solutions to every fragment of the Business World. By using leading-edge technology, highly trained specialists and complying with legal industry standards, we develop innovative BPO and technology solutions for our clients, allowing them to focus on what they do best. We provide solutions for the following segments in the BPO Industry: 1- Finance and Accounts BPO 2- Electronic Medical Records 2- Medical Billing and Claims Processing 4- Learning Management Systems 5- Content Management Systems 6- Mortgage Processing Services 7- Payroll Processing Services 8- Electronic Tax Returns Processing Services 9- Medical Transcription Workflow Management 10- Call Center (Inbound and Outbound) 11- Business Intelligence 12- Clinical Trials 13- Research, Analysis and Surveys 14- Data Entry and Content Processing 15- Media Designs and Solutions TERMS We guarantee our turnaround times and provide a detailed service level agreement to the satisfaction of our clients. Payment Terms are flexible and Weekly to Monthly Billing Options are available. Table of Contents CONFIDENTIALITY STATEMENT EXECUTIVE SUMMARY TABLE OF CONTENTS INTRODUCTION ABOUT BPO MARKETING MISSION STATEMENT WHY BPO MARKETING? BPO MARKETING FACILITIES TECHNOLOGY PROPOSAL AND QUOTATION TERMS AND CONDITIONS Introduction BPO MARKETING will try to meet the requirements of ADP by allocating a dedicated team and implementing the required technology for this process. Initially BPO MARKETING will assign a Project Manager who will build the project plan, coordinate all activities, implement the services and oversee the process. We develop an initial plan that outlines the services we will be setting up for the client, the technology to be used, the integration requirements if any and the financial aspect of developing and implementing this service. Throughout this process we will be working in close conjunction with the client so that our service is an accurate representation of the client’s needs and requirements as well as being reflective of the client’s public image. About BPO MARKETING BPO MARKETING is a complete solution provider of outsourced customer relationship management, business processing outsourcing and call centre services. Our objective is to help companies succeed by providing strong customer relationships, enhanced revenue, improved quality, added protection, and greater return on investment. We provide expert solutions to meet this next generation Customer Relationship Management (CRM) model also known as Contact Management Centers. Mission Statement To be seen as innovative people who strive for excellence and deliver results. Our mission is to transform the latest technological advancements into powerful business solutions that run on standards-based open computing platforms. We value the professionalism and integrity of our highly trained staff that makes it possible for us to achieve and surpass our targets. Our aim is to help you creatively apply technology solutions to your business, which will allow you to achieve a decisive competitive advantage. Why BPO MARKETING? With the highest rated team in Pakistan, 3 men having made an impact on the Mortgage Industry in California and Texas, now enjoying expansions to different states, BPO MARKETING has managed to boost the Mortgage business up to a level which seems a miracle to many Financial Corporations operating in States. BPO MARKETING provides comprehensive turnkey solutions that make businesses more customer-centric and available 24 x 7. Our flagship service portfolio includes a wide variety of customer support operations covering inbound and outbound contact center & BPO operations as well as email and web-based customer support services. We are able to integrate our infrastructure with a wide variety of systems at the client’s end so that there is a seamless exchange of data and reports. According to our customers' requirements, we prepare feasibility studies, design and deploy the ideal configuration of hardware, software and HR solutions as well as integrating with your existing systems and conducting thorough training sessions. BPO MARKETING follows the COPC ® (Customer Operations Performance Center) standards. COPC ® is the worldwide authority on customer center operations. These standards cover all aspects of our contact center, whether it is the performance and monitoring of the agents, supervisors and various KCRP (Key Customer Related Processes) and KSP (Key Support Processes), or the workings of our consulting, operations and management teams. Regular audits allow us to maintain and improve upon these standards so that the clients of BPO MARKETING are guaranteed a constantly high level of service. BPO MARKETING Facilities BPO MARKETING is located in a convenient Downtown area with easy access from all parts of the city. With current facilities covering an area of over 3500 sq ft, it has an infrastructure of over 45 installed seats. All service platforms are located in a purpose built facility with sophisticated security systems, back-up generators, and air conditioning and fire suppression systems. Service platforms have hardware redundancy built in and all systems are backed up locally and off site. Placing the functionality within the network and on multi-tenant platforms means BPO MARKETING can offer customers a comprehensive and competitive service proposition. Technology The BPO MARKETING provides hosted, on-demand, multi-media contact centre applications. These applications are delivered over a managed IP infrastructure, using proven technology and applications from leading industry vendors, deployed in an architecture that provides carrier grade resilient services that are carrier independent. The same infrastructure can provide a generic resource hosting capability that organizations can utilize for other enterprise applications, such as CRM, ERP and logistics. These can then be integrated using CTI technology for screen pops, call and data transfer. Our technology partner is Nortel, one of the leading CTI solution providers in Pakistan and the solution implemented is Interact Contact Center Suite. The call center suite is designed to provide a solution for varied and changing business requirements by offering a suite of applications that include call processing, agent handling, management and reporting. The major components of the suite include: § Telephony Server – for voice communication § Inbound & Outbound Voice communication modules § Interaction Router § Interactive Voice Response § Digital Call Recorder § Fax-on-Demand Server § Configuration Manager § Wall Board - Real Time Statistics Monitor § Historical MIS Reporting IT Infrastructure / IT Management With the top notch IT personnel and a management that has by experience completed the structure of the call centre with state of the Art technology implemented, BPO MARKETING stands on the IT Department which has years of experience in maintaining Call Centre Infrastructure Using T1 Line 1.54MB for Call Centre for International connectivity which may be utilized for upto 60 seats. Using Dell Server backed 24/7/365 interconnectivity for immediate relay switching Using Cisco Router and Cisco Switches for 100% reliability and LAN/WAN connectivity. Using high performance Terminals for CSR functionality and equipped with digitized USB headsets Enabled with immediate satellite connection as backup for WAN to ensure 0% delay Online moment 1 recording, 24/7/365 retrieved with immediate ease and complete range of terminal selection with option of Unlimited Recording Customized CRM as per Client requirement with ability to store unlimited customer data records. User friendly with Graphic User Interface. Controlled Net Access for Customer-CSR relation Building Internal Data Warehouse management for Customer Details ; Call Records ; Performance Records etc. Highly Qualified Technical staff at 24/7/365 Back Hand and front desk Hardware, Software and Network Support. HR functions 3 steps Process : Ads and On Field Recruitment Online web based database Preliminary Interview Telephonic Interview Ability to hold conversation Skills Test Profound language Test Academic background Check Interview with CV Comm. Skills Determination Presentation Personality traits References Ability and experience based packages Training Initial Assessment Test Behavioral patterns Test 1 week Intensive training Generic Customer Service Culture Intro. Personal Grooming Service Skills Polishing of Verbal Skills Call maneuvering tactics Product knowledge Floor assessment Call centre ethics Additional Advantages: Day to day operations : Time in time out, electronic swipe card reader enable attendance IT Dept Instructed Call Distribution Checks, Online traffic Checks, Complete and thorough Floor Equipment Checks Online History Checks, for Incoming and Outgoing calls. Call Verification checks Live Call Monitoring Supervisor Call Handling Inbound Call, Fax, Mail, SMS correspondence. Follow-up on Problems, Issues, Complaints, Queries. Directing Calls, Forwarding Fax, Replying Mail and SMS according to Standard Procedure. CSR, BDR, attendance Listings. 10 min per agent, individual skill enhancement counseling Call Drop and Transfer Ratio stabilization Marketing through a number of calls Customer Service and Request Service Quality Assurance while on and after calls Call transfer Facility: agent to agent, agent to supervisor, supervisor to agent, supervisor to concerned Dept.