INTERNATI0NAL UK INBOUND CUSTOMER

CARE PROJECT with ADVANCE PAYOUT

Customer Care Inbound, Customer Support, queries, Order Taking, Application Processing, Customer
Complaints and General Queries. The project is sourced from UK .

Client is EE (formerly Everything Everywhere) is a British mobile network operator, Internet service
provider and IPTV provider. It is the largest mobile network operator in the UK, with around 30 million
customers and the largest operator of 4G services in Europe

A CLUES TECHNOLOGIES is the channel partner in India.

Startup: Seats Minimum 10 seats Upto .50

Expandable : 10 to 150 seats in a day, after 6 months the
center can increase number of seats up to
500.
Payment Cycle : Bi-Weekly / Monthly to be wired Advance
Every month direct to call center By client.
Payment Holdback : 0% .
Payment Mode : Wire Transfer Only.
Payment Terms : On Login Hour Basis
Payout : £ 12 GBP per seat per hour.
Type of campaign Inbound Customer Care.

Total Monthly Billing on single shift per 10 £ 12 GBP x 8 Hours x 30 Days= £ 2,880 GBP
agents ( Per Shift Per Seat)

10 Agents x £ 2,880 GBP = £ 28,800 GBP

£ 28,800 GBP x Rs. 84 INR = Rs. 24,19,200

INR

Total Monthly Billing on 3 shifts per 10 £ 12 GBP x 24 Hours x 30 Days= £ 8,640

agents GBP (Per 3 Shifts Per Seat)

10 Agents x £ 8,640 GBP = £ 86,400 GBP

(We A CLUES TECHNOLOGIES are outsourcing this project and following
details are there that how to proceed / Apply / Procedure of this process)

Set up Charge: We don’t charge Upfront

A team of minimum 10 agents upto maximum of 150 Customer Care Executives (Language required:
English) per contact center will be needed to handle calls initially as part their expansion strategy. (*can
expand up to 200 seats after 6 months).

Note: On each 10 seats 10 agents are required along with: “1 Quality Analyst to monitor calls” + “1
dedicated Trainer for training” + “1 Team Leader” + “1 Technician”( To handle all technical Software’s).

Shift timings:

If 8*7 then Timings are: 8 AM to 4 PM

If 24*7 Then Timings are: “7 AM to 3 PM”, “3 PM to 11 PM” & “11 PM to 7 AM”

6 days a week: Monday to Saturday (working on Sunday will be overtime extra with 12 GBP per agent
per hour) .

Sign-up and procurement procedure:

Sign up is directly with the client.

1) Send LOI (letter of Intent) along with company’s profile with pictures and following documents:-

a. Firm's Registration copy (Mandatory)

b. DOT License scan copy (Mandatory)

c. Detailed Network Diagram (Optional)

d. Copy of ISO Certification (Optional)

e. Company's Technology Profile (Optional)

h. Director's Pan Cards or any ID Proof Scan copy (Mandatory)

Signup procedure

1. The center will send the company profile to us in PPT / PDT / Word format along with other
documents mentioned above.

2. We will forward the documents and the profile to the client for short listing.

3. If the center is shortlisted then the client will send a Approval Letter to proceed for Next Task Called
NDA once center will sign Approval Letter then NDA and other Legal Formalities goes on.

4. Then there will be a final SLA after processing NDA Contract on the Legal Papers with the client.

5. After SLA, the client will give advance payment of 1st month total Payment / Amount (They may come
physically in the call center to verify and to initiate the payment or online depend on their own choice).

6. The client will give maximum of 30 to 60 days to the call center to hire the staff and to get ready with
the technical equipments.

7. Once the call center will complete Hiring and the Technical Setup then a Trainer, Technical Engineer,
and the BDM of the client will come to the center and sign the work order.

8. And then training will be started. Within a week or two, the center will go live.

Commercial Terms

Our consultancy 5% has to be paid after billing.

And Royalty: 5% from each billing

Training and related expenses:

The client will send their trainer to the office of the call center for a 14 days training program. The trainer
will visit the center and train the agents.

The client will bear the lodging and food expenses of trainer.

Consulting fees:-

The center should have an MOU Agreement sign-up with us with acceptance of paying 5% of the
monthly billing as royalty every month without fail as consulting charges.
Details of the process

The call center has to update the client CRM on a daily basis.

Trainer will be appointed for the project duration; cost of accommodation and the trainer salary will take
care by the client itself.

The call center should be a India Based (Pvt.) Ltd / Partnership / Propertied or LLC incorporation, STPI
(Optional), DOT, PSEB (Optional). Nasscom would be an added advantage.

If the call center doesn’t have experience then it can also get the process but they have to proceed with a
Legal court Agreement with us regarding the performance / payment / other terms.

PROCEDURE TO APPLY FOR PROCESS

 DOCUMENTS REQUIRED : ‘

“COMPANY PROOFS” + “DIRECTOR/OWNER PROOFS” + “DOT” + “COMPANY PROFILE”.

 DOCUMENTATION :

COMPANY PROFILE, COMPANY’S REGISTRATION PROOF COMPANY’S INCORPORATION’S CERTIFICATE AND DOT
LICENSE.
ONCE YOU SEND US YOUR DOCUMENTS, WE WILL FORWARD YOUR DOCUMENTS TO THE CLIENT . THERE WOULD BE
REVERT BACK FROM THE CLIENT WITH 2-3 WORKING DAYS.

 APPROVAL /PARAMETERS:

ONCE YOUR COMPANY GOT SELECTION, THERE WOULD BE APPROVAL MAIL FROM THE CLIENT ’S SIDE AND THE TERMS,
CONDITIONS AND PARAMETERS WOULD BE GIVEN BY CLIENT .

 NDA:
 SLA :
AFTER SIGNING YOUR SLA , THE CLIENT WOULD GIVE YOU ADVANCE PAYMENT WITHIN 2-3 WORKING DAYS. AND
TRAINING WOULD START WITHIN 5 WORKING DAYS.

 TRAINING :

A TRAINER FROM UK WILL COME TO CENTER’S OFFICE TO GIVE ON-SITE TRAINING FOR 8 WORKING DAYS AND MAKE
CENTER LIVE. (WE WILL BE THERE TO SUPPORT AND HELP CENTER FOR TRAINING IN EASY WAY).
ALL THE EXPENSES OF TOWARDS THE TRAINER LIKE : TRAVELLING , ACCOMMODATION, ETC WILL BE BORNE BY US
(COMPANY).
  Center Live :

WE WILL TAKE CARE TO MAINTAIN FOLLOWING SERVICES:

QUALITY, PERFORMANCE, ATTENDANCE, TECHNICAL ISSUES, TRAINING TO NEW AGENTS AND TO RUN THE CENTER
FOR 1 MONTH.

SOME OF PARAMETERS/ CONDITIONS /

REQUIREMENTS OF CLIENT

QS (Quality Score Card):

Call center needs to hit 84.99% quality at least which includes Following parts to be followed :
 AHT
 Customer Services
 Quality parameters
Attendance
 CRM
 CMS
 Audit
 Script

 AHT:
Maintain the AHT which is 3.20 Minute to 4.5 Minutes as per the Maintenance Parameters in which
a Shift brief will be there at the morning regards to server downtime or Anything’s regards to work
schedule and on that time downtime AHT is not going to be counted some calls will be there who
will cross 5 or 10 minutes or go beyond 30 mints as well but some call will be there below than 1
minute. We need to maintain average.

 Thresh Hold Time :

Thresh Hold Time is and time which involves Absence of agent / irrespective working timings
( includes breaks , huddle etc . ) then Abandon is depend on threshold time which is allowed as 3
secs which is going to be calculated on CMS (Client Management System) and 3 more seconds are
allowed as leverage and on 7th Second call will be routed to some another call center.

 Quality Parameters:
100 % is the target but 85 % is the minimum that you need to hit the scores
- By maintaining the 3.25 minutes AHT
- 100% CSAT Score which is going be counted as per 3 parameters ->

CSAT Scores are those scores which are going to be generated after getting customer satisfaction
scores given after the end of each call by below mentioned ways
By Email
By SMS
By Call

 Quality Audit Specifications

10 % for voice and Accent in which basic things will be calculated example “ Voice should be Clear
to listeners + 15% Enthuse (Sound Loud and Clear ) + 30 % Customer Delight (At the end of the call
10 % customers says OK, Thank you. + if he Appreciates by himself then 20 % scores are goings to
be counted) + And rest are of: “MTI - voice and accent, Vowels, Tone, Short Temper Etc.

 Attendance is 100 % required:

Call center need to give a written email of the application to take a holiday / Casual leave by Client.
Only 1 CL ( Casual Leave ) + 1 SL ( Sick Leave ) is allowed for each agent in a month on 6 working Day.
Sunday will never be any allowed holiday / leave
Because of any natural disaster / damage / miss-happing or any government /public violence by
which / because of what call center is not going to be perform/ live or work then Client will verify as
per the application status, if it proved genuine then holiday/leave will be allowed other-wise a
warning letter will be issued to call center.
On third warning letter process/project may terminated.

 DOCUMENTS REQUIRED
Proprietor Company
 Proprietor Proof
 Service Tax no
 ID Proof
 Pan Card
 Address Proof
 Company / Proprietor account details
 DOT ( Department of Tele-communication) Certificate.
 Process / Experience proofs ( If Any).
 Office address proof ( Rent deed or Ownership proof )
Partnership Company
 Partnership Deed
 ID Proof of both of Partners
 Pan Cards of both of Partners
 Address Proofs of both of Partners
 Company / Partners ( both) account details
 DOT ( Department of Tele-communication) Certificate.
 Process / Experience proofs ( If Any).
 Board of Resolution ( Signature authorities of partner )
 Office address proof ( Rent deed or Ownership proof )

Private Limited Company

 Certificate of Incorporation
 MOA / AOA
 Company Pan Card
 ID Proof of both of Directors
 Pan Cards of both of Directors
 Address Proofs of both of Directors
 Company / Directors ( both) account details
 DOT (Department of Tele-communication) Certificate.
 Process / Experience proofs ( If Any).