Sometimes it is difficult to manage requests made by customers. They may phone you, use your call center services, or send e-mails to you or other departments in your organization. In order to save time and create a convenient venue for customer support requests, Pugmarks has an integrated system to manage customer communication.

Pugmarks offers Customer Relationship Management services to clients through its offshore call center 24 hours a day, 7 days a week. The driving force behind our call center services is the business of our clients. Understanding their business and culture is our goal and making our call center a seamless extension of their organization brings us one step closer to this goal.

At every stage of our relationship with customers, from acquisition to delivery, we add value to customer-contact. Our offshore call center is a cost effective part of their promotional and sales effort. Not only do we take orders and answer queries, but we also arrange service calls, follow up mailing campaigns, and close meetings on their behalf.

Outbound Teleservices

Services we provide from our offshore call center include the following:
Telesales
Telemarketing
Cold calling for telemarketing Products
Trend Research
Product Launch
Monitor Direct Response
Build Customer List
Inbound Teleservices
Loyalty Program Management
Order Processing
Complaint Handling
After Hours Call Handling
Helpdesk Services
Information Services
Billing Information
Reservations for Service Industry
Product and Service Support
Response Tracking

In addition to these, we have full service facility for 24X7 Web-enabled services. These services include
Text Chat
Co-browsing
URL Push
Automated Email Response
Interactive Voice Response (IVR)
Web Call Back

IMPLEMENTATION PROCESS
We follow a rigorous process that agrees with your project plan, allocates all available resources, trains operators, includes quality control and verification, and examines customer needs to fulfills your requests in a customized way.

QUALITY ASSURANCE
At Pugmarks, each component of the delivery of our services is critical. We continuously check the quality of the exchange between our operators and the customers through silent monitoring, recording, and consumer surveys.

Our offshore call center’s quality monitoring team carries out frequent performance reviews of every agent against the parameters of performance set at the beginning of each operation. These parameters include the average call time, degree of adherence to the script and product, and service specific information. Incentives are offered to Customer Relationship Representatives through carefully monitored performance. As required by clients, performance measures are summarized and provided in timely reports.

DISASTER RECOVERY PLAN
In our offshore call center we provide uninterrupted and reliable service to our clients. The list below summarizes key points of failure and Pugmarks' Offshore Call Center disaster recovery plan:

Power and utilities:
If need be, our entire offshore call center facility can run on auxiliary power. We have multiple back-up options to enable us to run the facility even when regular power supply is interrupted. Power backup is provided by dual 125 KVA diesel-generating sets with sufficient underground fuel storage to keep the facility running for up to 7 days on auxiliary power. The electrical supply into the facility is conditioned using a three-phase servo stabilizer. All power supply to computers is provided by online Uninterrupted Power Supply systems in load balancing, redundant clusters that stabilize voltage and frequency to within 1%.

LAN equipment and desktops:
All IT equipment functions through multiple levels of UPS. Servers are redundant across CPU, storage and power supply.

Fire and medical emergencies:
We have arrangements with a 24x7 hospital a few miles from the office. Contact details are maintained at multiple points in the call center for nearby fire stations, blood banks, police stations, round-the-clock pharmacies, etc. We have fire safety arrangements including ABC and CO2 type extinguishers, multiple exits, and numerous smoke alarms within the facility.

Transportation:
We provide pick-up and drop facility for all operations’ personnel. Our transport provider is contractually committed to ensure 100% vehicle availability at all times, and is reimbursed on the basis of adherence to timelines, ability to respond to variations in plan at short notice, and overall quality. In the event of breakdown of vehicles, a replacement vehicle is made available in under 15 minutes.