Organisations the world over are looking at India, because of its strong brand equity, thanks to its growing and globally competitive software industry and its equally vibrant IT services industry. An indication of this has been the Total Indian IT enabled services market in the year 2000-2001 is expected to touch US $ 1.06 Billion, a growth of 24% over the previous year (Source: NASSCOM-McKinsey Study December 1999).

With the advantage of having a huge pool of English speaking and computer literate graduate workforce catering to the growing demand for professionals in call centres and the infrastructure in place, HCL is ready to offer the same world-class facilities through its 24*7 Technical Call Centre based in Delhi.

OFFSHORE CALL CENTRE SERVICES

If your organisation seeks to enhance customer satisfaction and deals with any product or service in the field of IT and office automation and need technical support for your customers, partners or employees, HCL Infosystems Limited can meet your needs. In whichever part of the globe you are in we are ready to provide offshore call centre services to your clients.

A typical but not exhaustive requirement that the HCL Technical Call Centre can meet includes, Independent Software Vendors (ISV), Applications Software Developers, Internet Service Provider (ISP), Call Centre Service Provider, Original Equipment Manufacturer (OEM), Peripheral Manufacturers.

The range of services can include installation, configuration, usage, trouble-shooting, work around, bug fix, training, customer service, customized reporting or call tracking. The HCL Technical Call Centre is equipped both in terms of infrastructure and personnel to handle your needs.

Changing with times and keeping abreast of technology advances has meant that our call centre can meet a variety of business objectives. What is more important, is the fact that, in our endeavor to offer you flexibility through integrated call centre solutions, our network infrastructure is capable of supporting new demands that you may have in future.

INFRASTRUCTURE

The HCL Technical Call Centre can offer services customised to your needs. The infrastructure at the centralized HCL Call Centre includes:

Communication Equipment: The centre uses state-of-the art Automatic Call Distributor (ACD) for call identification, call routing on specified parameters. The ACD can grow up to 3000 agents and has capability of setting up a Virtual Call Centre. The Interactive Voice Response (IVR) can be used as a first level agent for call filtering and as a development and monitoring system. The Computer Telephony Interface (CTI) deployed provides complete integration of data with the call and provide call information in the form of a Screen Pop-up.

CRM Software: The Customer Relationship Management (CRM) software being used is a highly personalised real time Internet communication. It has the capability to systematically manage call interactions, transactions, information, and knowledge in a customer life cycle and has knowledgebase creation capability. Synchronisation capability to maintain global data integrity across remote, internet access can also be achieved.

Communication Links: The Call Centre is situated at our ISP (HCL Infinet) POP. The total installed bandwidth of backbone is over 100 MBPS. The centre covers 42 different cities in India. The connectivity is through Frame Relay and ATM backbones and redundancy is built in.

PERSONNEL

Our Technical Call Centre personnel have excellent technical skills in various areas of Information Technology - be it hardware, software, applications, services and also very good communication skills.

The entire workforce is certified in the specified product range like MSCE, MCP, CNE, CNA, RHCE (RedHat Certified Engineers) and many more. The different levels of Customer service representatives (CSR's) are engineers who had worked as field engineers for 2 to 3 years. Due to field experience, they are able to understand the customers & the problems in a better way.

HOW WE CAN HELP YOU?

Our centralized call centre at New Delhi is a 24*7 web enabled multi channel contact centre. A Call Centre based out of India will give you substantial cost benefits.

Your company can take advantage of our huge pool of technical resources and infrastructure facilities and outsource services either on a short-term or long-term basis.

Our resource delivery proposition for you and your customers is: "just a call away from wherever you are".

OUR ESTEEMED CLIENTELE

Being a prime mover has helped us to cater to some key clients. Our commitment in keeping pace with technology advances and exceeding Service Level Agreement (SLA) has resulted in some key clients reposing faith in us over the last few years.

The clients for whom we have undertaken Helpdesk projects internationally at their site include large software companies, Multi-National hardware companies, Finance and Banking companies.

WHAT OTHERS SAY OF US

The proof of success of our expertise in call centre technology has come from our esteemed clients as also independent surveys:

"The Customer Satisfaction Ratings for HelpDesk services for Microsoft India have been acknowledged as one of the Best in World for Microsoft Support." (Source: Microsoft India)

An independent survey conducted in January 1999 by IMRB (a division of J. Walter Thomson Associates) ranked HCL's Helpdesk support the highest in terms of Brand association for Phone based support in India across all segments (Home, SME, Large corporate etc.) "

::          ::          ::