Contact

Centre
Capabilities
 Customer Broadcast
CB is part of a technology-driven industrial group with a global presence
and a half-century old history of financial stability and excellence. CB works
on a customer-centric business model. Supported by a strong team and
state-of-the-art infrastructure, CB has the capability to rapidly scale-up
resources on demand. We target our collective strengths to ensure that our
customers get the most effective solution that they deserve and pay for.

Contact Centre CRM

Analytics Mobility

Tracking & Monitoring Cloud Services

2
 Our Services

Customer
Inbound Outbound Feedback Loyalty CRM Satisfaction
Customer Service Customer Service Management
Survey

Customer Broadcast is a fully integrated Inbound Call Center and Software Development company established in
the 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.
3
The quality and level of
support your customers receive
from you before, during or after a
transaction can make or
break your business..
 Why Us

01
Access

Multi Channel Access to Customers

Reliable and Cost Effective

03
24X7X365 Availability Business
Intelligence

Real Time Reports

Data Driven Analytics

02
Centralized Control on
Routing
Operations

Timely and Accurate Routing of

Customer Issues
Accountability of Action
Timely Escalations

5
 Operations

OPERATIONS

PAN INDIA SUPPORT

9 languages 24 * 7

Chennai , Trichy
&

OUR
Ranipet
1200+ TEAM STRENGTH

OFFICES

6
 A Better Customer Support
System Has These FOUR Things in
Place
Reliable
Supportive Processes
Customer Well-Crafted Technology
Support Gurus Scripts

7
Thats were CB stands
 Operations An insight

Equipped with latest Automated software Realtime dashboard

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

TRAINING
24 x 7 x 365 SoTA DATA SLA &
SUPPORT TECHNOLOGY SECURITY ADHERENCE QA

8
 Operations An insight

01 02 03 04

Certification
Standard Operating Procedure
System usage capability
Effective Customer Handling
Product & Process knowledge
Quality Process
Approx 5% of Live barging
Two-Layer PIP
Data Certification
Recorded call C SAT (Level 90% and above)
evaluation 5% to 45% depending on client
Minimum 10% or 45
calls per agent per month

9
 Operations An insight

Interactive Voice Response Voice Logger CRM Integration

(IVR) System

04 06
02

01 03 05 07

Computer Automatic Call Predictive Dialer Comprehensive

Telephony Distributor (ACD)
Integration (CTI) Reports

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 Outbound Customer Service

Appointment Fixing 03 Customer Retention

02 04
Customer Feedback Customer Loyalty
Gathering 01 05
Accounts Receivable
CSAT Survey
06

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Handling 5000+ Outbound calls a day
 Inbound Customer Service

Loyalty Management 03 Order Booking

02 04
General Inquiries Compliant Registration
01 05

Service Registration Dealer Inquiries

06

12
Inbound Process Expertise of 14 + years - Handling 50000+ Inbound Service Calls Every Day
Happy customers are the
Lifeline of any business.

Is your call center Ready?

 Major Systems
PRI Cards Servers
Server Hardware Data Center
ACD SW / HW Data Center Connectivity
OS

Dialer Connectivity
LAN Service 007
ACD

Desktops
LAN Servers Lease Lines (Internet)
Switches PRI Lines
14 LAN Cables
 CB Plot

High
DLL / Stored
007 Server high PRI Lines Failure
procedure /
CPU usage
Logical Failure / Toll free Issue
BUG
007 Server Failure
Hacking Attack

Impact HD Full

High
Low

ACD Server HW Failure

PRI Card Failure
Virus Attack

Probability
Data Center Offline
Provider Internet failure
Interconnectivity
LAN Wiring related Failure Failure
LAN Server Failure 007 OS Failure
Desktop Failure

Low
 DATA CENTER
Features:

Fire Protection Security Raised Floor

Installed Fire Extinguisher System Access Controlled Doors

(Non-water based) Provision for Electric power and
Proximity card cooled air below
Smoke detectors placed both above
and below No keyed locks or numbered
keypads

16
 Network

Internet Intranet
Connectivity Security
Connectivity
Installed CISCO 2921 Installed Layer3/2 switches
router in top layer with 10/100/1000

Dual ISP Link for Data & Installed Layer3/2 switches HP 5500 EI 24P / HP 2510 G
Voice with 10/100/1000 24/48P

HP 5500 EI 24P / HP 2510 G Configured functional based

24/48P VLANs

Configured functional Installed Fortigate 200B

based VLANs H/W firewall.

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 Business Continuity Plan
Backup for all production datas / Critical Servers.
Redundant Servers / Hardware's.
Well equipped Secondary Site.
Periodical DRP Drills.
Trained ERT Members

Implemented
Disaster ISMS 27001
Recovery
Plan

Preliminary Audits conducted for ISMS.

Developed ISMS policies & Procedures.
Scheduled Vulnerability Assessments conducted for Servers/Desktops/Network Equipments by using
18 NESSUS
 Support & Services

03
Support contract
with OEM 04
Good co-ordination with local
02 support vendors, External parties
and Building Maintenance Team
24/7 support for
critical servers & other
equipments

05
01
Well trained / certified in-house
Strong SLA Engineers

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 THANK YOU

ARUN VENKATRAMAN | +91 78710 03137 | +91 44 4290 1300 |

ARUN.V@SERVICE007.COM