1. AV Smart Tech
NO 5/8 1ST Street RE Nagar Porur
Chennai, Tamil Nadu.
Contact:
Email: anandan@avsmarttech.net
Tel: +91 729-951-5676 /+91 967-725-2741
2. General Business Activities
• AV Smart Tech has been established as a Customer Support Provider
company in INDIA, Our business model is based on providing exceptional
customer service support to companies all over the world. Based on the
decision of the company to expand our business network; we have
established this Private limited company in India. Recently we succeeded as a
part of the flourishing customer care management business. As a result, the
strong need in universal markets for a backup support requires a very
sophisticated system that we made our priority and we stand to offer the best
services in several languages.
3. Company Strategy
• Purpose To be a leader in customer service support industry by providing enhanced
services, relationship and profitability.
• Vision To provide quality services that exceed the expectations of our esteemed
customers.
• Mission statement To build long-term relationships with our customers and clients and
provide exceptional customer services by pursuing business through innovation and
advanced technology.
• Core values
• We believe in treating our customers with respect and faith.
• We grow through creativity, invention and innovation.
4. • • We integrate honesty, integrity and business ethics into all aspects of our
business functioning
Goals • Regional expansion in the field of customer care management and
develop a strong base of key customers.
• • Increase the assets and investments of the company to support the
development of services.
• • To build good reputation in the field of customer care management and
become a key player in the industry.
5. Scope of Work
AV Smart Tech conducts customer care support through the existing
facilities in India. After years of smart investment and continuous perseverance,
we gained an exceptional reputation in local market. Nowadays, we own more
than
8 call center facilities and we look for more prospective clients who want to
work
with us and share our unique experience.
6. Simply AV Smart Tech
Receiving calls
• Hot Line
• Customer Services / consumers
• standby Call Management
• Changing of Standard
Inter- and intra- training business
• Home Techniques
• Customer Service
• Tele- prospecting
Making calls
• Tele-marketing , decision
• Appointment File Qualifications
• Project detections
• Satisfaction surveys
8. Added Value Services
Full benefit of Customer Care
Assistance conducted on-site client
business hours and outsourced
platform 24 / 24 - 7/7 …
◦ Receiving calls on world number one
in 4 languages
◦ Transfer of critical calls to the
emergency assistance service
◦ Inventory reports Consultation
◦ Parts Ordering Siebel
◦ Track Orders SAP
◦ Reception and customer call management , mail
and fax in English and French
◦ Ticketing and incident tracking
◦ Management -call schedules
◦ Detachments field technicians
◦ Tracking the intervention technicians
◦ Traceability of actions
Provision of Help Desk 24 / 24 7/7 for Technical
assistance
◦ Reception and management of trouble-shooting
applications in French and in English
◦ Determination of types of customer requests
(problem category severity , type of intervention
plan ).
9. Customized Training
• Manager training, trainer and / or the Chief group by the customer.
• Creating training materials
• Joint Media Validation
• Training of other managers
• Formations of contact charge made small groups or individual
• Internal validation of the training of responsible contact
10. Monitoring the quality of service
• Monitoring performance and skills of contact responsible
• Monitoring the response and actions of the Supervision Team Internal
corrective actions on deviations (objectives – results obtained)
• Monitoring of Customer Satisfaction
11. Monitoring of contact
responsible
• Observing
• Acquired controls
• Controls Seizures
• Individual Interviews
Monitoring of Supervision
• Control of Communication
• internal
• Control action time
• monthly meetings
• annual Review
Customer Relationship
• Registration of contact
responsible for the comments
and the Customer
• Taking immediate load and
Treatment Team supervision
• Conducting corrective actions
if necessary
• Client contacts for preventive
actions
13. A Suitable recruitment
In Line
• Recruitment in line with the position :
• ◦ Presentation, versatility, bilingualism,
• computer skills,
• professional experience...
Nearby
• A nearby recruitment :
• ◦ Getting online ad networks to local (ANPE, Faculties, schools ) and via specialized sites.
• Recommendations employees group locum
• A site / home path that should not exceed one hour.
14. The training steps
• ◦ Training in telephone reception
• provided internally by the training center.
• ◦ Training our quality requirements :
• The role,
• The presentation , behavior,
• Language,
• Punctuality and attendance ...
• An initial training on site assistant operations or assistants multisite
15. Coaching
• ◦ It is provided by the operations manager or responsible for field site based
on the specificity of Site
• ◦ A single contact designated upstream of the setting instead of performance
, enabling centralization information and treatment,
• ◦ It is responsible for monitoring the delivery and makes the interface
between the client and incumbents
16. Absence management
• ◦ In case of sudden absence of the incumbent , replacement is guaranteed
within up to 2 hours (on) stakeholder ( e) multi .
• Multisite are formed (s) from the establishment Site regularly when changes
procedure.
• ◦ If programmed , responsible Operating inform you at the earliest and by
email replacement and the name of the replacement.
17. Quantity and quality checks
• Punctuality / Attendance :
• Position of taking checks are carried out daily .
• Our operations manager is then immediately notified of a delay and implements the necessary action as soon
as possible .
• Monitoring of the service:
• Control visits are performed 1 time per unexpectedly months and more frequently during establishment
phases. They are intended to validate the quality of delivery , compliance with
• procedures , dress and respect for regulations.
• In addition, this monitoring is carried out daily, including customer demand.
18. Monitoring telephone Inbound:
Mystery calls are conducted emissions regularly to check the quality of our
staff response , his knowledge of the site and identify potential training needs.
Traceability of tasks :
Monitoring notebooks are made available to the staff
( established based on the service provided ... ) .
Setting
place of delivery and task definition above the creation of specific documents
activity site personnel and the drafting of a procedure. Their good performance
and maintenance of these specifications and procedures are verified during site
visits.
19. Think Communication, Think AV Smart Tech
• Join Us Today:
http://avsmarttech.net
Linkedin: AV Smart Tech
