ParvezMQ

Verve is a professionally managed organization providing Business Process Outsourcing, Call Center, Data Warehousing, Disaster Recovery and Backup Solutions to clients nationally and internationally. Company Background: We have a technical background of more than 4 years with extended experience in 1) Internet Services 2) Portal Management 3) Server Administration 4) Disaster Recovery 5) Software Development 6) Web Enabled Services 7) Back office Solutions One Source: Verve has the resources, technology and operational expertise in place to help companies expand globally and exceed their customer sales, services and marketing expectations. We offer the satisfaction that comes from working with a technologically sound business partner who is committed to continually invest in people, processes, infrastructure and facilities, ensuring the highest levels of performance. We are committed to building scalable and repeatable business solutions & services ensuring customer success. Verve’s customized solutions can be implemented quickly, immediately providing your customers with superior care at lower cost. Our solutions enable seamless communication with your customers and prospects through multiple channels - voice, email, web collaboration, self-help and more. We can help you to forge and grow customer relationships by: Identifying and retaining your best customers Cross-selling your products during every interaction Solving problems quickly and with empathy Appreciating customers through proactive loyalty campaigns Asking customers how your relationship can be improved Recognizing when customers may leave and swiftly reacting to keep them We are a group of dedicated people who are committed to outlive customer expectations. Motivated professionals who aim to achieve excellence through dedicated teamwork attend to every contact with zeal. We take pride in our ability to deliver efficient services at affordable prices. The strength lending factors to the ever-increasing growth levels have been the People, their spirits, their desire to be at the pinnacle and their attitudes who have always been by our side to ensure the learning and experience is blended together to achieve the right synergies. The high performance levels are attained through planned training, methodical implementation and continuous follow-ups and reviews to enhance the satisfaction levels of the customers. All the members of the Verve team are blessed with tremendous sense of honesty and integrity, quick customer service and an amazing understanding for all the point of views. Mission & Vision: To expand operations up to 200 seats by march 2006, Deliver Value for Money to it’s clients through 98.99% accuracy within the estimated time frame raising its business to a productive turnover. Be one the best BPO service providers in India with least employee attrition, most updated technology and true customer satisfaction through core values of integrity, dedication, honesty, professionalism, time bound, efficient and effective team. Implementing most effective appraisal system and attain status of six sigma and COPC. Provide its employees with best of the resources and rewards for their sincere efforts. Core Values: Integrity, Innovation, Personal Initiative, Fighting Spirit, and Enthusiasm These five elements stand at the center of Verve’s value structure, representing the core values of the corporation. We consider these principles to be intrinsically important for the success of our organization, and the basis for the way we conduct ourselves as we strive to achieve our business goals. Integrity: We are committed and loyal to our core values, goals and strategies. People dealing with us will always experience: • High ethical standards • Honesty • Predictability • Trustworthiness • Conviction is worthless unless it is converted into conduct." Innovation: We always want to be one step ahead. We appreciate and reward employees who focus on: • New opportunities and challenges • Verve problem-solving • Continuous improvement • Smarter solutions and methods • Daring ideas are like chessmen moved forward, they may be beaten, but they may start a winning game. Personal Initiative: We believe in the power of individual action. We encourage our employees to: • Look for and respond to opportunities • Take appropriate and immediate action • Assume responsibility • Exceed expectations • There are risks and costs to action. But they are far less than the long-range risks of comfortable inaction." Fighting Spirit: We have an inner drive that makes us strive for team success. This means that we: • Think positively and are optimistic • Build team spirit • Have the attitude of winners and their staying power • History has demonstrated that the most notable winners usually encountered heartbreaking obstacles before they triumphed. They won because they refused to become discouraged by their defeats." Enthusiasm: We believe in our enthusiasm! Our everyday life is characterized by: • A sense of humor • Spontaneity • Excitement • Energy • Fun • Honest, warm enthusiasm is one of the most effective factors of success." We consider these principles to be intrinsically important for the success of our organization, and the basis for the way we conduct ourselves as we strive to achieve our business goals. Why Verve? As your business partner, Verve lays emphasis on long-term business relationships that allow us the time and capability to nurture more precious relationships with the customers. Verve discovers ways to increase quality levels and trim down costs for our clients through closely controlled contact center management techniques such as assessing CSE's performance closely, comprehensive employee training on specific client programs and industry issues, and continuous technological and process improvements. No single solution fits the needs of each client’s business and philosophy therefore, each of our solutions is customized based upon information provided by our clients, as well as Verve’s experience and expertise with the implementation of large customer relationship centers. Our Key Purpose • Providing customers with a dependable method of contact, through the channel of their choice, and a boulevard to have their questions answered in a professional manner. • Improving brand image by providing service professionals who have access to accurate, up-to-date information and can assist customers with timely issue resolution. • Capturing customer service information regarding areas of service issues and customer needs to be analyzed for adaptation into market opportunities. • Integrating operations platforms, with the ability for work inter-flow between outsourced customer contact centers, other third party vendors and internal centers as necessary. • Supporting multiple communications channels (Telephony, IVR, Chat, Email, Facsimile, etc.) as necessary or desired, providing customer relation processes that are both proactive and reactive to customer demands. • Providing a centralized database and offering customers an easily accessible point of contact through the e-media communication channel of their choice. • Offering flexibility to accommodate dynamic shifts in workload and associated staffing requirements. Why Verve? Our Customer Support Executives (CSEs) are specially trained in all facets of your organization including your products, procedures and services. Our CSEs can introduce your customers to new possibilities and propose alternative options as an effective means of driving incremental revenues from your current customer base. We work with your organization to eliminate customer frustration and dissatisfaction. It is a proven fact that happy customers - are repeat customers. Ensuring customer satisfaction is a key component in creating happy customers. Also our outsourced communication solutions enable your organization to focus on your core business activities, knowing that your customers are receiving high-quality service from your trusted customer service partner. Verve enables you to: - • Maximize up selling and cross-selling opportunities. • Higher Customer Satisfaction and retention opportunity. Focus on your core business activities, knowing that your customers are receiving high-quality service from your trusted customer service partner. • Increase revenue growth from increases in customer conversion. • Resolve customer issues effectively and efficiently online, minimizing customer frustration. • Decrease Customer Support Costs. Process: We believe that service delivery is more critical than customer acquisition and deserves close management attention. Methodologies: Training Methodologies: We train our agents to efficiently track customer service requests, immediately route customer queries based on their training, expertise and availability. On site Training: Our training supervisor from the UK assesses the progress of all of our agents regularly. Training topics includes: • In-depth product knowledge • Importance of customer service • Communication skills • Leadership skills • Team building • Resolving customer issues • Business writing • Creating standard responses • Developing presentation skills • Regular assessments • Individual feedback • Interactive refresher sessions Quality Assurance Methodologies: We can provide in-depth customer service support 24 hours per day. We can also dispatch service and technical support personnel according to your escalation protocol. Client databases can be maintained and accessed locally or across the web. Our best practices can help you increase sales, lower costs, strengthen customer relations and simplify your life. Verve... where quality people and innovative technology combine to bring the best in services. Our best practices include: • Hiring of educated professional. • Extensive training, which includes on job training as well as off the job training. • Detailed description of client programs and cross culture knowledge. • Wonderful and exhaustive salary packages C.H.O.I.C.E.S. stands for Celebrating, Honesty, Openness & Imagination Creates Empowers Success! Verve’s culture sounds by it's respondents: • An open and transparent work culture (no strong hierarchies) • Empowerment of employees (encouraged to add value to current customer processes/suggest alternatives) • Hands-on' leadership (functional involvement at all levels) • Creating a learning organization (soft skills, leadership development, career guidance workshops are conducted on a regular basis) • Excellence at work place (recognition for performing above the call of duty) • Management by participation • Encourage issue based debates and discussions Verve’s culture sounds by it's respondents: • An open and transparent work culture (no strong hierarchies) • Empowerment of employees (encouraged to add value to current customer processes/suggest alternatives) • Hands-on' leadership (functional involvement at all levels) • Creating a learning organization (soft skills, leadership development, career guidance workshops are conducted on a regular basis) • Excellence at work place (recognition for performing above the call of duty) • Management by participation • Encourage issue based debates and discussions Hardware: At Verve, we employ technology with 100% redundancy back up for critical equipment. We also upgrade our technology to keep pace with market needs. Our hardware and software can easily expand to address customer service delivery needs. Our Facilities: Infrastructure: Our Center has the optimum level of redundancies to ensure against all possible eventualities. Whether it is Stable Power, Fire Management, Raised Flooring, Physical Security, Precision Air-conditioning, and Internet Connectivity. Electric Power: Verve has provided for all possible power contingencies by ensuring an uninterrupted power supply. The UPS system is monitored 365 days, to ensure the stability and reliability of power supply for zero-downtime functioning of the center. The redundancy starts from the input source, Maharashtra State Electricity Board (MSEB) who ensures stable power to the facility in which Verve is present. The power supply from MSEB is transmitted to our facility with a back up redundancy from the Diesel Generator. The switching from the main supply to the DG set is an automated process. The UPS and battery back-up system cater to the power supply between the changeovers from mains to DG. Security: Card based secure and restricted entry to various zones of the call center and server rooms with CCTV monitoring the entire floor space. The highest level of physical security ensures that there are no possibilities of internal security breaches or pilferage of critical data housed at the verve. An Access Control System has been implemented to allow access to specific work areas, to the personnel so authorized. The proximity card readers have been provided at the main entrance of the center, entry and exit doors to segregated work areas, passages, and server areas. Visitors cards have limited authorization programmed to prevent movement in unauthorized areas. The card readers have also be placed at the doors leading to utilities like Uninterrupted power supply, servers, diesel generators & Electric panel rooms since they are isolated from the main working area. Biometric Palm scan readers have been provided at the entrance to the server area through the mantraps. A biometric palm scan would scan the hand geometry to validate the authentication of the personnel. This will ensure that only the authorized personnel with rights to access the server room would be permitted to enter the critical area. Controlled access through doors the card readers strategically placed at all the entry and exit doors ensure that access is stipulated only for the authorized engineers in the data center. Contact Us: Let Verve bring together the global technology expertise, quality processes, and flexible partnership model that are right for your business. Contact us for more information on how Verve can help your organization create successful technology solutions. Want to know more about how it can assist in improving your business performance, with significant cost savings thro’ IT Enabled Services & Business Process Outsourcing? Interested in partnering to leverage Our’s IteS expertise? Let us bring together the technology expertise, quality processes, and flexible partnership model that are right for your business.