1. Company Profile
With web -based customer services and support, emerging as a factor that gives the needed edge to a
company, we at Hosting Network (India) Pvt Ltd introduces ourselves as a leading, high quality, IT
Enabled services providers. With a customer- focused attitude, desire to understand customer business
and identify the right partner for executing the job, we act as a one-stop shop for all your business
process outsourcing requirements.
Every day, our clients entrust their customers and business to
our employees, who engage in telephone and internet
contact, call centre operations, information technologies and
management, telecommunications, sales, customer services
and marketing efforts.
We provide clients with:
Higher quality telephone and web-based customer
service and sales operations
Lower based operating cost
Maximum customer value
We deliver through:
Specialized computer telephony technologies
Call centre development experience
Human resources management and process expertise
The distinct advantages that we offer to our clients are superior quality, low cost and timely solutions.
Since inception the focus has been to continually find new and better ways to help the clients, make
profitable connections with their customers
At present Hosting Network (India) Pvt Ltd is one of the best outsourced Customer Service Operations in
this field. Our services are backed by a team of proficient personnel with profound expertise in customer
care.
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2. In 2000 Hosting Network (India) Pvt Ltd launched a unique call centre outsourcing model which was
enthusiastically received by the clients. After 8 years as an IT provider, have grown with number of
clients and still continue to. Our actions are guided by our Vision and Mission, with a firm belief in our
core values which gets reflected in our interactions with all our customers, our investors and our
employees.
Business Process Outsourcing
Leveraging our experience, we partner with you to provide you the entire spectrum BPO and KPO
services using industry insights and proven, repeatable methodologies.
We have robust vertical industry expertise blended with a depth of horizontal competencies:
Customer Care
Hosting Network (India) Pvt Ltd Call Center can provide in-depth customer service support 24 hours per
day. We can also dispatch service and technical support personnel according to escalation protocol.
Through our technological innovation end to end set up and customized solutions, we offer a superior
level of service and provide databases that can be maintained and accessed locally or across the web.
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3. Customer Care Service includes:
o Customer Care and Support
o Catalog/ Order Entry
o DRTV/ Direct Response
o Appointment setting/ Sales Visits
o Credit Card/ Order Processing
o Order Management and Fulfillment Services
Telemarketing
Hosting Network (India) Pvt Ltd Call Centers provides telemarketing services. These companies trust
HNIPL’s telemarketing services to help them manage their most important relationships–the ones they
have with their customers.
Telemarketing Services includes:
o Lead Generations
o Mortgage Leads
o Campaign Planning
o Database Cleansing
o Market Research
o Seminar Booking
Technical Helpdesk
Hosting Network (India) Pvt Ltd Call Center, we build technical support solutions with layers of technical
support. The front line team takes the initial call and solves the most common problems. The next layers
are specialists in various aspects of the products, for the most complex problems. Call Centers India
provides a team of technical experts. The results are satisfied customers, reduced service costs and a
potential additional revenue stream.
Customer Solutions and Support for:
o Troubleshooting calls
o Software problems
o Internet Services Problems
o Computer hardware problems
o Up-sell/ cross-sell purchase
o Corporate helpdesk support
o Warranty or post-warranty support
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4. Back Office
Hosting Network (India) Pvt Ltd Call Center, believes in a holistic approach towards customer experience
management. We transcend the transaction-based approach to proactively carry out back office
operations. This enables your organization to seamlessly deliver services to your customers.
Back Office Services includes:
o Account Receivables
o Software development
o Web Design and Development
o Document Management
o Data Mining
o Database Builds
o Data Harvesting
o Direct Mail Campaign Alerts
Research Activities
At Hosting Network (India) Pvt Ltd Call Centre we provide a high level of accuracy, timely deliveries, total
confidentiality and cost effective Web Research Services.
We collect and analyze quantitative and qualitative data to provide reliable and effective solutions. We
have the necessary infrastructure to enable online data retrieval, secure online resources, and present
relevant data from those sites within a database as per client requirements.
Research Services includes:
o Web Search
o Online Data Entry
o Company Research
o Conducting surveys and Analysis
o Target Email Addresses Extractions
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5. E-mail Support Services:
Email is increasingly becoming the most popular form of communication. Companies are being flooded
with an ever increasing amount of emails. And customers are increasingly demanding a high level of
services and response, turnaround time and quality response for their email requests.
E-mail Services includes:
o Automated response
o Computer –aided response
o Manual Response
Chart Support Services:
With Hosting Network (India) Pvt Ltd Call Center, you actually provide your customer with a human
interface to help the customer navigate through the process. Our representatives will guide your
customers through all processes. They can courteously handle any complaints and suggestions
Chat Services includes:
o Purchase Processes
o Online filing of Insurance Claims
o Online Credit Applications
o Technical Support
o Website Response through Live Chat
o Endless other activities
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6. Mission and Values
Our actions are guided by our Vision and Mission, with a firm belief in our Core values, which gets
reflected in our interactions with all our customers, our investors and our employees.
Mission
To be the “partner of choice” for the Data Processing Industry Worldwide
Vision
To be a in the delivery of rapid, cost- effective and comprehensive solutions for the Data Management
need of the global enterprises
Values
Customer Centric approach- “We are much more than a vendor; we are your partner”
High Standards of personal and professional ethics
Constantly strive for innovation and excellence
Culture of knowledge sharing and continuous growth for each member
Fun -filled work environment with respect for each individual
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7. Our Methodology
Through Business Processing Outsourcing we act as an extended arm for our clients or customers, in
order to performing business activities on their behalf. Our call center Operations provide efficient
services like Data collection, Data Recovery, Mortgage and Receivable Management. Therefore, a
complete understanding of the client business practices and the local culture of the area where his
business operations are performed becomes very important. We adopt complete BPO process migration
and transition management operations which consist of the following activities:
Understanding the business of the client
Identification of outsources activities
Identification of outsources solutions
Client interactions
Documentation of operating plan with performance requirements
Pre-processing training
Client specific processing training
Implementation of project
Continuous quality control
Removal of irritants
Completing the transition
Implementing the client feedback
Continuous interaction with the client
Comprehensive implementation
In these stages, client first develops and implements a comprehensive process, technology and
knowledge management architecture within the company.
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8. Our Assets
Call Centre Agents are the assets for the success of any centre. Hosting Network (India) Pvt Ltd
understand this and puts in practice the best Customer Relationship Management (CRM) Services.
Hosting Network (India) Pvt Ltd understands the importance of the training sessions that is provided for
call centre agents and also explains them the fact that “product is only as good as those delivering it”,
hence we train our Telemarketing Agents with state of the art Interactive Training Programs developed
by International Telemarketing experts, thereby allowing each staff member to benefit from hands-on
training prior to dealing with live calls.
The following programs and workshop are mandatory for all the Associates of our call center:
Telemarketing skills
Listening Skills
Telephone etiquette's
Customer relationship management
Communication and Team Effectiveness
Team Building/leadership skills
Time Management
Training is a continuous process that begins with fundamentals and philosophies and expands with e-
commerce, customer services & e-business solutions. Through product knowledge and Internet
marketing research we train our call center staff in order to get the best results. High Emphasis is placed
on product knowledge and role-playing. We encourage our clients to be involved in the training process,
as they can be instrumental in sharing background and real life experiences.
Our Quality
At Hosting Network (India) Pvt Ltd, Quality is of prime importance .We believe in sustaining the quality
of the services rendered by us, as quality is the crucial factor, concerning the growth and success of the
business. We have a process in which every call, and the conversations taking place between the
representative and valued customers, is monitored. Our quest for delivering quality services is not just
limited to contact center operations, but also in all the other outsourcing services provided by us.
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9. The Quality Assurance team keeps a close eye on every agent and their incentives depend largely on the
basis of their monitored performance. Frequent evaluation of reports for every agent is carried out to
judge their conformity with the script, product and the service-specific information.
Mystery callers
Recording
Consumer Surveys
Barge-ins
Silent monitoring
Frequent evaluation
Infrastructure
IT Enabled Services – Our Infrastructure
With our propriteary state-of-the-art technology and infrastructure we are able to stay a step ahead of
the market . Our infrastructure has a services reliability of 99.98 percent.
We have large infrastructure and we have an experience of working in three shifts. We have a wide
range of experience personnel who has expertise in data capture, internet research, scanning,
abstraction services, appropriate replies to the e-mailing processing inquiries, bill processing etc.,
We have a state of the art infrastructure with high speed data communication lines.
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10. IT Enabled Services – Our Facilities
• Carpet Area of more than 3500 sq.ft.
• Adequate storage area with full security
• Adequate fire safety systems
• Ergonomically designed furniture
• In-house recreation facilities
IT Enabled Services – Our Equipments
• Over 100 Work Stations at present with a capacity to increase
• High Speed Scanners
• Hard Disk and back up capacity of more than 2000 GB.
• Round the clock power supply with backup facilities.
• 20 seater remote disaster recovery center.
• IT Enabled Services – Our Equipments
Communication
• 5 Mbps Leased line
• Modem and all necessary facilities
System Environment
• Servers: Xeon 3.06 Ghz x 2 - Windows 2003 server
• Back-up Server
• Structured cabling for high speed data access
• Capable of supporting batch upload/download
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11. • Capable of expanding to multiple database-server and multiple data / document servers over
LAN / WAN
IT-Enabled Services – Our Man Power
• Highly skilled and experienced personnel, well conversent with english language
• Round the clock work in shifts 24/7basis
• In-house technical support team
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12. Contact Us
Head Office
Telephone:
Hosting Network (India) Pvt. Ltd. +91-040-23353412,
+91-040-23357065
Plot no12 Journalist Colony,
Road No 3 Banjara Hills,
Hyderabad – 500034
Andhra Pradesh Contact: Dastagir Ahmed, Director
INDIA
Email:
General Information: info@hostingnetwork.in
Sales-General: sales@hostingnetwork.in
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13. Photo Gallery
Work Station1 Work Station2
Work Station 3 Work Station 4
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14. Conference Room Pantry
Work Station 5 Front office
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