Company profile
Contact details
Company Profile: Polo Queen Solutions
ADDRESS:
Mumbai Office 303/4/5, A-Z Industrial Premises
G.K Marg, Lower Parel,
Mumbai 400 013, India
Tel- 24935421 Fax- 24935420
Site-
Contents
1. Introduction
2. CompetenciesIT/ ITES
3. Services and Solutions
IT
- IT Consulting and Software Develo ...pment Services
-Application Maintenance and Support
-Off Shore Software Development and Onsite Consulting
-Business Consulting Services
ITES
-Voice Services
-Non-Voice Services
-Others
Introduction
Polo Queen Solutions is a renowned IT and ITES Solutions company providing variety of services in India and international market.
By understanding the needs of organizations in this competitive world, speed of delivery & response which is vital for any business, we design custom based solutions for each customers needs.
With strong domain knowledge on BFSI, Healthcare, Telecom, e-Retail and Technical Support, taking advantage of Indian talent pool and cost factor, our pricing is very competitive and we help small businesses to grow with their needs apart from catering to medium and big businesses.
Our IT model is based on Global Delivery system with Off Shore Development and Onsite support. We offer end to end IT solutions to our customers.
Our ITES model is uniquely structured with an intimate
knowledge of the offerings, brand and the end customers giving the advantage of extended out of office support in business arena.
Competency
IT
Some key points that make outsourcing to Polo Queen a successful experience
We understand your business need and the dynamics involved in aligning it with ever changing technology
Instead of client and vendor relationship we establish and maintain a mutually beneficial relationship as business partners
We understand importance of the project schedule, and ramp up experienced resources to meet the milestones whenever required
We operate within well-defined processes, which are time tested and regularly audited to meet international quality standards
Our team consists of highly qualified, motivated, skilled and experienced professionals. All of our people believe in our mission, and understand our vision.
We value our team, take pride in their accomplishments, foster their continued professional growth and encourage their ideas
Strong project management skills combined with the onsite/offsite delivery model enables Polo Queen Solutions to provide the most cost effective solution to the customer. This is a unique advantage and we bring this model to this engagement. Another advantage this model offers is that it extends the workday to virtually round the clock and also allow us to tap a global pool of resources.
ITES
With strong execution expertise which are designed for rapid start-up and deployment. Polo Queen Solutions was established to meet the needs of small and medium size business to provide the captive center / outsourced solutions through contact center services.
Then what makes Polo Queen Solutions successful ?
Many corporations enter this market mainly due to price involving huge investment. A contact center success does not revolve round the level of sophistication or the price tag of the technology and resources in place. Several outsourcers after a year of operations tend to figure out why their contact center hasnt shown the results it was supposed to.
Our transparent and consistent performance is the key to our success. We are able to maintain our standard and repeat operating without our endeavors revolve around our matrix driven approach and we believe, what cannot be measured cannot be improved. We even tend to measure the health of our people and plan our goals.
We practice one culture and that is success through sharing and improving. Our members clearly understand our vision strategy and carrying varied experience they know what works and what doesn't and what focus is required in which area to produce the desired output.
Operationally we provide comprehensive services in the areas of voice based and non voice based solutions.
Voice: Inbound and Outbound
Technical Help Desks, Customer Service Help Desks, Cross Sell and Up Sell, Answering Services, Catalogue Requests, Order Taking, Directory Enquiry, Appointment Settings, Telephonic Surveys, Lead Generation, Collections and Tele-Marketing
Data: Document, Email and chat support
Data entry, Document Conversion and Indexing, Mortgage Application Processing, Content Management and Generation, Billing, Carrier account management, Least cost routing, Human Resource Management, Sales Order Processing, Database Management, Payroll Processing, Diary Maintenance
Domain Expertise:
Telecom, Travel & Hospitality, Market Research, E-Commerce, Technical and Retailing
Services & Solutions
IT
We provide the following services-
1) IT Consulting & Custom Software Development Services
We have worked on web application development for prominent business verticals that include Healthcare, Financial Services, Manufacturing, Retail, Government, Technology and Education
As a dedicated Custom Software development solutions provider, we try hard to deliver superior quality and cost effective development solutions to our clients by following customized processes to deliver on-time and quality outputs
Primary skill-set offered:
Microsoft Technologies
Sun Java
ERP
PHP, AJAX, XML etc
Middleware software like EAI, TIBCO products
The software solutions we provides, enables businesses to leverage leading edge technology to gain sustainable competitive advantages in todays marketplace.
2) Application Maintenance and Support
Polo Queen offers software application maintenance and support services for applications built in varied technologies/platforms/frameworks.
We take up responsibility for maintaining your existing software application, following defined processes and Service Level Agreements (SLA)
3) Offshore Software Development and Onsite Consulting
Polo Queens offshore application development services are intended to serve businesses that are outsourcing application development and programming to India. We plan to populate a large portion of our 100,000sq ft facility with state of art Off Shore Development center.
The Company provides onsite consulting services to clients in diverse industries. We offer services in various areas including Internet and e-Commerce, Packaged Software implementation, Enterprise Application Integration, Telecom, Mobile computing, Client-Server, Systems Programming, Mainframe, Midrange and Database/Systems consultants for on-site consulting are experienced professionals and undergo ongoing in-house training to provide our clients with the latest knowledge, expertise, and technologies available. Their continuous training and broad array of technical and business application experience in a variety of industries gives you immediate access to teams and individuals with the type of dynamic and diversified experience needed to rapidly solve problems and deliver solutions. This makes sure that with the help of these consultants you can finish projects on time, on budget and on target.
We uses a floating T&M model for pricing whereby our resources will be utilized for the projects as and when required at a /hour rate
For components of work that are pre-defined in terms of detailed functional and technical requirements, a fixed price quote is offered using a /hr blended rate
or we offer a dedicated team of personnel required for various activities through a pre-specified number of FTE (Full Time equivalents of 40 person hours work per week). We are involved in engagements with a base team dedicated to projects, however shadow resources are maintained allowing for sudden expansion and occasional contraction
Further, the requirements of each industry also depend on their respective needs for our domestic clients are very different from those of our International clients. Polo Queen Solutions has the advantage of understanding a diverse range of industries in both the domestic and the global market.
4) Business Consulting Services
Polo Queen Solutions aims to be a full service application management this end, its consultancy covers the whole spectrum of technical solutions that make it a truly turnkey proposition for the customer. Polo Queens organisation comprises of two main strategic groups viz. Project Management Group and Business Analysis Group. The Business Analysis Group is primarily responsible for understanding the requirements of the client, providing neutral consultancy, conducting feasibility study and deriving the right solution along with the client. It comprises of functional experts with sound industry knowledge in various business aspects, which pulls together a vast and varied experience of analyzing and understanding different business processes. The working methodology of the group comprises meetings, interviews, requirement assessments, evaluation of solutions, recommendations and feasibility studies and discussions, all resulting in total solutions. The entire gamut beginning with technical planning and culminating in full and final execution is within the Polo Queen Solutions purview.
Solution Areas
IT consulting including analysis & design, project feasibility & project management
Application Development, Management & Maintenance solutions (Customised Business Applications)
E-Business solutions E-enabling, B2B, B2C and Mobile Commerce, Internet, Intranet applications
EAI and middleware solutions
Development Skills
Following are the technical skill sets offered by Polo Queen.
Microsoft technology
Development Platforms:
MS Visual Studio & Visual Studio .NET: Visual Basic 6.0, Visual Basic .NET, VC, C#, ASP, ASP .NET, Visual Interdev, MS Access, Crystal Reports 8.0,
Servers:
Windows NT Server, NT Server Terminal Edition, Windows 2000 Advance Server, Windows 2000 terminal Server, MS Exchange Server, SMS, Biztalk Server 2000, MS IIS 5.0
Middleware & Database:
MTS, COM, COM, DTC, MSMQ, SOAP, SQL Server 7.0, SQL Server 2000, MS Access
Java Technology
Development Platforms:
Visual Café, IBM Visual age for Java, Sun JDK, J2EE, EJB, JSP,
Application servers:
BEA WebLogic, IBM WebSphere, BroadVision Application Server, iPlanet
Middleware & Database:
BEA Tuxedo, IBM MQ Series, Oracle, DB2 Universal database, Sybase
XML Expertise
DTD, XSL, DOM, XLINK, Schema, SAX, Topic Maps, XPATH, SOAP, UDDL
Operating Systems
Windows 2000 / NT, Solaris, Unix
Web development and graphic design
MS Front Page, Adobe PhotoShop, Macromedia Flash, Dream weaver, MS Visual Interdev, CGI, PERL, VB Script, Java Script, PHP
Other Development Tools
Case tools:
Rational Rose, MS Visual Modeler
Automated test tools:
Rational, Bugtrapper, Microsoft WAS
ITES Services
A) Voice Services
B) Non Voice Services
C) Other Non Voce Activities
VOICE BASED SERVICES
Technical Help Desks
Our Helpdesk service offering is a single point, 24X7, 365 days, interface for all your IT and technical support
requirements. It is a unique platform for logging, tracking, reporting and resolving all IT related issues of your customers
/employees offering them low hold times, quality service, and complete customized IT support.
Our services combine the best of both the worlds of self-help and consultant assistance. We will own and manage the
root cause analysis process to understand and implement appropriate measures in order to prevent recurring problems
and trends.
Whether providing a complete Helpdesk solution, supplementing an internal Helpdesk or referring /escalating incidents to
more specialized entities for resolution our Technical Helpdesk services is the perfect answer.
Our services help you dramatically reduce the costs of providing IT support to your customers/employees, while
increasing productivity and improving the overall customer/employee experience.
Customer Contact Services
Customer expectations are rising faster as the Internet speeds up transactions. The challenge most business models face
today is managing customer service across the multiple touch points (phone, fax, email, web) at the customer's disposal.
Our Customer Contact Services offer a perfect blend of inbound and outbound Voice, Web and provide
inbound and outbound Contact Center Services for both the Business-to-Consumer and Business-to-Business markets
24x7, 365 days, around the world. Our Contact Centers offer you high-quality, cost-effective, risk-proof coverage of your
diverse and geographically distributed customer base.
Customer Care
Information Dissemination
Survey Programs and Data Collection
Customer Complaints
Enquiry Handling
Order Processing
Product Support
Collection Calls
Technology:
2 MPBS MVOIP Solution from Tata Indicom
2 MPBS redundancy line from Reliance
Agent desktop: Pentium PIV/DC 2.0 GHZ computer system, Intel chipset /via motherboard, 512 MB DD RAM ,
80/160 hard disk drive, Inbuilt AGP card, Soundcard, 10/100 LAN Card, Optical mouse,15/17 CRT screen
Server: IBM X3650 Server, Quad Core Single Processor CPU, 146 GB SAS HDD, 2 GB RAM, Server cabinet with
SMPS, Keyboard Mouse, CRT monitor
VOIP Solution from Tata with 120 voice channels
Voice logger enabled in all the systems
UPS backup along with generator to support the downtime
99% uptime on all equipments
PROCESS:
Barry C. Morgan rightly said in his article, we quote, Unfortunately, most call centers are not set up to manage
processes. Instead they manage tasks. Isn't your company organized around functions the manufacturing department,
the X-ray department, the sales department, the customer service department?
As a result, people tend to focus on local concerns instead of the global process needs of customers. Sub-processes
evolve within departments without consideration of other functional areas. Layers of communications and management
are created to ensure desired outcomes, thereby adding to costs and lengthening cycle and customer response times.
Subsequently, inefficiency and waste become part of the system. They rob your call center of profits, productivity, and its
competitive advantage
We follow his powerful method of looking beyond functional activities and rediscovering our core procedures. This has
enabled us to peel away the complexity and focus on the processes that form the heart of our business. Armed with a
thorough understanding of the inputs, outputs, and interrelationships of each process, we understand how processes
interact in our organization; locate process flaws that create systemic problems; evaluate which activities add value for
the customer; and mobilize teams to streamline and improve processes.
Our overall process cycle is as follows:
Recruitment:
Since we claim to have the best of the employees we have rigorous selection process in place. Our HR themselves are
among the selected few who has extensive experience in recruitment and retention. Our recruitment involves screening in
three steps:
Telephonic interview: Which helps us to determine communication skills (for voice process), positive attitude,
eagerness to learn, Culture / Job fit
On-site Interview: Involves skills aptitude test and personal attributes test which helps us to determine their soft skills,
technical knowledge, corporate behavior and working style. This also has a group discussion phase to determine team
player and leadership qualities.
Personal Interview: Involves face to face meeting with the HR for final selection based on the results of the previously
undergone interview phase on competency-based interviewing strategy that focuses on past behavior and experiences as
the best predictor of future job performance to determine best fit.
Training
Training at PoloQueen Solutions starts with the new hires and continues till the tenure of the person employed with us.
We analyze the clients training needs, key performance indicators and SLAs agreed upon, and conceive training modules
that are tailor-made to suit customer requirements. Transparency in the call center training process allows clients to
participate in the training and certification procedure and to provide relevant feedback.
Our training cycle starts with the following:
New Hires:
Step 1
Introduction to company and its mission and vision
Generic Industry Knowledge
Culture Sensitization
Customer service training
Telephone etiquettes
Step 2
Soft Skills training which involves accents neutralization and language training
step 3
Product Knowledge (Which might require client involvement)
Process Training
Reinforcement of techniques through mock calls and role-playing
Assessment program
Buddy system
Profiling
After the completion of the training:
The Training Department monitors the reps for a period of 4 to 6 weeks
They track reps learning curve and metrics
Devise individual action plans based on areas/opportunities for improvement
Need-based training (specific requests for training from Operations or Quality)
Training updates on modified processes and new products
Reinforcement through refresher courses from time to time
Soft Skills Enhancement programs
Supervisory training: Specialized training is provided to agent supervisors in areas such as goal-setting, team-building,
leadership, conflict management, time management, providing feedback, motivation, managing customer complaints,
stress management, coaching and counseling, and sales management.
Agent Retention:
The pillars of our organization are our people and we believe people stay with a company where they are empowered to
change their environment positively and get recognized for their contributions. PoloQueen Solutions has created a
corporate culture that supports and reinforces this belief through its employee recognition program.
We try to ensure that there are rooms for new learning and development so that they can find work interesting and
motivational every single day. When the basic requirements are meet and specially designed recognitions are
implemented to elevate them, they tend to be with the company for years together. PoloQueen Solutions is able to
continuously build skill and improve performance which in turn lead to career development opportunities and a better
than industry average staff retention characteristic.
A survey conducted by TalentKeepers found that people join companies based first on organizational factors, such as pay
and location; second, on job factors, such as their duties; and third, on the qualities of their leaders.
'They join for things. They stay for people,' Finnegan said. 'Being a supervisor is a hard job, and I think it's harder in a
call center than anywhere else.'
Our directors and executive are involved in setting retention goals and they monitor very closely to achieve our goals.
QUALITY:
We believe in quality as this is one area of importance which will lead the organization to withstand the competency and
also be unique with other centers. We follow COPC standards and also have both online and offline monitoring systems.
Before we design the quality process for any programs, we in conjunction with the end client identify the areas of
concerns related to the process and define a quality procedure which will be then incorporated to the agents. Our quality
team works closely with the clients quality team/representative for the call calibration to ensure that we understand the
quality requirements of the client. The calibration session happens every week to identify new areas which need
attention. Read more
ADDRESS:
Mumbai Office 303/4/5, A-Z Industrial Premises
G.K Marg, Lower Parel,
Mumbai 400 013, India
Tel- 24935421 Fax- 24935420
Site-
Contents
1. Introduction
2. CompetenciesIT/ ITES
3. Services and Solutions
IT
- IT Consulting and Software Develo ...pment Services
-Application Maintenance and Support
-Off Shore Software Development and Onsite Consulting
-Business Consulting Services
ITES
-Voice Services
-Non-Voice Services
-Others
Introduction
Polo Queen Solutions is a renowned IT and ITES Solutions company providing variety of services in India and international market.
By understanding the needs of organizations in this competitive world, speed of delivery & response which is vital for any business, we design custom based solutions for each customers needs.
With strong domain knowledge on BFSI, Healthcare, Telecom, e-Retail and Technical Support, taking advantage of Indian talent pool and cost factor, our pricing is very competitive and we help small businesses to grow with their needs apart from catering to medium and big businesses.
Our IT model is based on Global Delivery system with Off Shore Development and Onsite support. We offer end to end IT solutions to our customers.
Our ITES model is uniquely structured with an intimate
knowledge of the offerings, brand and the end customers giving the advantage of extended out of office support in business arena.
Competency
IT
Some key points that make outsourcing to Polo Queen a successful experience
We understand your business need and the dynamics involved in aligning it with ever changing technology
Instead of client and vendor relationship we establish and maintain a mutually beneficial relationship as business partners
We understand importance of the project schedule, and ramp up experienced resources to meet the milestones whenever required
We operate within well-defined processes, which are time tested and regularly audited to meet international quality standards
Our team consists of highly qualified, motivated, skilled and experienced professionals. All of our people believe in our mission, and understand our vision.
We value our team, take pride in their accomplishments, foster their continued professional growth and encourage their ideas
Strong project management skills combined with the onsite/offsite delivery model enables Polo Queen Solutions to provide the most cost effective solution to the customer. This is a unique advantage and we bring this model to this engagement. Another advantage this model offers is that it extends the workday to virtually round the clock and also allow us to tap a global pool of resources.
ITES
With strong execution expertise which are designed for rapid start-up and deployment. Polo Queen Solutions was established to meet the needs of small and medium size business to provide the captive center / outsourced solutions through contact center services.
Then what makes Polo Queen Solutions successful ?
Many corporations enter this market mainly due to price involving huge investment. A contact center success does not revolve round the level of sophistication or the price tag of the technology and resources in place. Several outsourcers after a year of operations tend to figure out why their contact center hasnt shown the results it was supposed to.
Our transparent and consistent performance is the key to our success. We are able to maintain our standard and repeat operating without our endeavors revolve around our matrix driven approach and we believe, what cannot be measured cannot be improved. We even tend to measure the health of our people and plan our goals.
We practice one culture and that is success through sharing and improving. Our members clearly understand our vision strategy and carrying varied experience they know what works and what doesn't and what focus is required in which area to produce the desired output.
Operationally we provide comprehensive services in the areas of voice based and non voice based solutions.
Voice: Inbound and Outbound
Technical Help Desks, Customer Service Help Desks, Cross Sell and Up Sell, Answering Services, Catalogue Requests, Order Taking, Directory Enquiry, Appointment Settings, Telephonic Surveys, Lead Generation, Collections and Tele-Marketing
Data: Document, Email and chat support
Data entry, Document Conversion and Indexing, Mortgage Application Processing, Content Management and Generation, Billing, Carrier account management, Least cost routing, Human Resource Management, Sales Order Processing, Database Management, Payroll Processing, Diary Maintenance
Domain Expertise:
Telecom, Travel & Hospitality, Market Research, E-Commerce, Technical and Retailing
Services & Solutions
IT
We provide the following services-
1) IT Consulting & Custom Software Development Services
We have worked on web application development for prominent business verticals that include Healthcare, Financial Services, Manufacturing, Retail, Government, Technology and Education
As a dedicated Custom Software development solutions provider, we try hard to deliver superior quality and cost effective development solutions to our clients by following customized processes to deliver on-time and quality outputs
Primary skill-set offered:
Microsoft Technologies
Sun Java
ERP
PHP, AJAX, XML etc
Middleware software like EAI, TIBCO products
The software solutions we provides, enables businesses to leverage leading edge technology to gain sustainable competitive advantages in todays marketplace.
2) Application Maintenance and Support
Polo Queen offers software application maintenance and support services for applications built in varied technologies/platforms/frameworks.
We take up responsibility for maintaining your existing software application, following defined processes and Service Level Agreements (SLA)
3) Offshore Software Development and Onsite Consulting
Polo Queens offshore application development services are intended to serve businesses that are outsourcing application development and programming to India. We plan to populate a large portion of our 100,000sq ft facility with state of art Off Shore Development center.
The Company provides onsite consulting services to clients in diverse industries. We offer services in various areas including Internet and e-Commerce, Packaged Software implementation, Enterprise Application Integration, Telecom, Mobile computing, Client-Server, Systems Programming, Mainframe, Midrange and Database/Systems consultants for on-site consulting are experienced professionals and undergo ongoing in-house training to provide our clients with the latest knowledge, expertise, and technologies available. Their continuous training and broad array of technical and business application experience in a variety of industries gives you immediate access to teams and individuals with the type of dynamic and diversified experience needed to rapidly solve problems and deliver solutions. This makes sure that with the help of these consultants you can finish projects on time, on budget and on target.
We uses a floating T&M model for pricing whereby our resources will be utilized for the projects as and when required at a /hour rate
For components of work that are pre-defined in terms of detailed functional and technical requirements, a fixed price quote is offered using a /hr blended rate
or we offer a dedicated team of personnel required for various activities through a pre-specified number of FTE (Full Time equivalents of 40 person hours work per week). We are involved in engagements with a base team dedicated to projects, however shadow resources are maintained allowing for sudden expansion and occasional contraction
Further, the requirements of each industry also depend on their respective needs for our domestic clients are very different from those of our International clients. Polo Queen Solutions has the advantage of understanding a diverse range of industries in both the domestic and the global market.
4) Business Consulting Services
Polo Queen Solutions aims to be a full service application management this end, its consultancy covers the whole spectrum of technical solutions that make it a truly turnkey proposition for the customer. Polo Queens organisation comprises of two main strategic groups viz. Project Management Group and Business Analysis Group. The Business Analysis Group is primarily responsible for understanding the requirements of the client, providing neutral consultancy, conducting feasibility study and deriving the right solution along with the client. It comprises of functional experts with sound industry knowledge in various business aspects, which pulls together a vast and varied experience of analyzing and understanding different business processes. The working methodology of the group comprises meetings, interviews, requirement assessments, evaluation of solutions, recommendations and feasibility studies and discussions, all resulting in total solutions. The entire gamut beginning with technical planning and culminating in full and final execution is within the Polo Queen Solutions purview.
Solution Areas
IT consulting including analysis & design, project feasibility & project management
Application Development, Management & Maintenance solutions (Customised Business Applications)
E-Business solutions E-enabling, B2B, B2C and Mobile Commerce, Internet, Intranet applications
EAI and middleware solutions
Development Skills
Following are the technical skill sets offered by Polo Queen.
Microsoft technology
Development Platforms:
MS Visual Studio & Visual Studio .NET: Visual Basic 6.0, Visual Basic .NET, VC, C#, ASP, ASP .NET, Visual Interdev, MS Access, Crystal Reports 8.0,
Servers:
Windows NT Server, NT Server Terminal Edition, Windows 2000 Advance Server, Windows 2000 terminal Server, MS Exchange Server, SMS, Biztalk Server 2000, MS IIS 5.0
Middleware & Database:
MTS, COM, COM, DTC, MSMQ, SOAP, SQL Server 7.0, SQL Server 2000, MS Access
Java Technology
Development Platforms:
Visual Café, IBM Visual age for Java, Sun JDK, J2EE, EJB, JSP,
Application servers:
BEA WebLogic, IBM WebSphere, BroadVision Application Server, iPlanet
Middleware & Database:
BEA Tuxedo, IBM MQ Series, Oracle, DB2 Universal database, Sybase
XML Expertise
DTD, XSL, DOM, XLINK, Schema, SAX, Topic Maps, XPATH, SOAP, UDDL
Operating Systems
Windows 2000 / NT, Solaris, Unix
Web development and graphic design
MS Front Page, Adobe PhotoShop, Macromedia Flash, Dream weaver, MS Visual Interdev, CGI, PERL, VB Script, Java Script, PHP
Other Development Tools
Case tools:
Rational Rose, MS Visual Modeler
Automated test tools:
Rational, Bugtrapper, Microsoft WAS
ITES Services
A) Voice Services
B) Non Voice Services
C) Other Non Voce Activities
VOICE BASED SERVICES
Technical Help Desks
Our Helpdesk service offering is a single point, 24X7, 365 days, interface for all your IT and technical support
requirements. It is a unique platform for logging, tracking, reporting and resolving all IT related issues of your customers
/employees offering them low hold times, quality service, and complete customized IT support.
Our services combine the best of both the worlds of self-help and consultant assistance. We will own and manage the
root cause analysis process to understand and implement appropriate measures in order to prevent recurring problems
and trends.
Whether providing a complete Helpdesk solution, supplementing an internal Helpdesk or referring /escalating incidents to
more specialized entities for resolution our Technical Helpdesk services is the perfect answer.
Our services help you dramatically reduce the costs of providing IT support to your customers/employees, while
increasing productivity and improving the overall customer/employee experience.
Customer Contact Services
Customer expectations are rising faster as the Internet speeds up transactions. The challenge most business models face
today is managing customer service across the multiple touch points (phone, fax, email, web) at the customer's disposal.
Our Customer Contact Services offer a perfect blend of inbound and outbound Voice, Web and provide
inbound and outbound Contact Center Services for both the Business-to-Consumer and Business-to-Business markets
24x7, 365 days, around the world. Our Contact Centers offer you high-quality, cost-effective, risk-proof coverage of your
diverse and geographically distributed customer base.
Customer Care
Information Dissemination
Survey Programs and Data Collection
Customer Complaints
Enquiry Handling
Order Processing
Product Support
Collection Calls
Technology:
2 MPBS MVOIP Solution from Tata Indicom
2 MPBS redundancy line from Reliance
Agent desktop: Pentium PIV/DC 2.0 GHZ computer system, Intel chipset /via motherboard, 512 MB DD RAM ,
80/160 hard disk drive, Inbuilt AGP card, Soundcard, 10/100 LAN Card, Optical mouse,15/17 CRT screen
Server: IBM X3650 Server, Quad Core Single Processor CPU, 146 GB SAS HDD, 2 GB RAM, Server cabinet with
SMPS, Keyboard Mouse, CRT monitor
VOIP Solution from Tata with 120 voice channels
Voice logger enabled in all the systems
UPS backup along with generator to support the downtime
99% uptime on all equipments
PROCESS:
Barry C. Morgan rightly said in his article, we quote, Unfortunately, most call centers are not set up to manage
processes. Instead they manage tasks. Isn't your company organized around functions the manufacturing department,
the X-ray department, the sales department, the customer service department?
As a result, people tend to focus on local concerns instead of the global process needs of customers. Sub-processes
evolve within departments without consideration of other functional areas. Layers of communications and management
are created to ensure desired outcomes, thereby adding to costs and lengthening cycle and customer response times.
Subsequently, inefficiency and waste become part of the system. They rob your call center of profits, productivity, and its
competitive advantage
We follow his powerful method of looking beyond functional activities and rediscovering our core procedures. This has
enabled us to peel away the complexity and focus on the processes that form the heart of our business. Armed with a
thorough understanding of the inputs, outputs, and interrelationships of each process, we understand how processes
interact in our organization; locate process flaws that create systemic problems; evaluate which activities add value for
the customer; and mobilize teams to streamline and improve processes.
Our overall process cycle is as follows:
Recruitment:
Since we claim to have the best of the employees we have rigorous selection process in place. Our HR themselves are
among the selected few who has extensive experience in recruitment and retention. Our recruitment involves screening in
three steps:
Telephonic interview: Which helps us to determine communication skills (for voice process), positive attitude,
eagerness to learn, Culture / Job fit
On-site Interview: Involves skills aptitude test and personal attributes test which helps us to determine their soft skills,
technical knowledge, corporate behavior and working style. This also has a group discussion phase to determine team
player and leadership qualities.
Personal Interview: Involves face to face meeting with the HR for final selection based on the results of the previously
undergone interview phase on competency-based interviewing strategy that focuses on past behavior and experiences as
the best predictor of future job performance to determine best fit.
Training
Training at PoloQueen Solutions starts with the new hires and continues till the tenure of the person employed with us.
We analyze the clients training needs, key performance indicators and SLAs agreed upon, and conceive training modules
that are tailor-made to suit customer requirements. Transparency in the call center training process allows clients to
participate in the training and certification procedure and to provide relevant feedback.
Our training cycle starts with the following:
New Hires:
Step 1
Introduction to company and its mission and vision
Generic Industry Knowledge
Culture Sensitization
Customer service training
Telephone etiquettes
Step 2
Soft Skills training which involves accents neutralization and language training
step 3
Product Knowledge (Which might require client involvement)
Process Training
Reinforcement of techniques through mock calls and role-playing
Assessment program
Buddy system
Profiling
After the completion of the training:
The Training Department monitors the reps for a period of 4 to 6 weeks
They track reps learning curve and metrics
Devise individual action plans based on areas/opportunities for improvement
Need-based training (specific requests for training from Operations or Quality)
Training updates on modified processes and new products
Reinforcement through refresher courses from time to time
Soft Skills Enhancement programs
Supervisory training: Specialized training is provided to agent supervisors in areas such as goal-setting, team-building,
leadership, conflict management, time management, providing feedback, motivation, managing customer complaints,
stress management, coaching and counseling, and sales management.
Agent Retention:
The pillars of our organization are our people and we believe people stay with a company where they are empowered to
change their environment positively and get recognized for their contributions. PoloQueen Solutions has created a
corporate culture that supports and reinforces this belief through its employee recognition program.
We try to ensure that there are rooms for new learning and development so that they can find work interesting and
motivational every single day. When the basic requirements are meet and specially designed recognitions are
implemented to elevate them, they tend to be with the company for years together. PoloQueen Solutions is able to
continuously build skill and improve performance which in turn lead to career development opportunities and a better
than industry average staff retention characteristic.
A survey conducted by TalentKeepers found that people join companies based first on organizational factors, such as pay
and location; second, on job factors, such as their duties; and third, on the qualities of their leaders.
'They join for things. They stay for people,' Finnegan said. 'Being a supervisor is a hard job, and I think it's harder in a
call center than anywhere else.'
Our directors and executive are involved in setting retention goals and they monitor very closely to achieve our goals.
QUALITY:
We believe in quality as this is one area of importance which will lead the organization to withstand the competency and
also be unique with other centers. We follow COPC standards and also have both online and offline monitoring systems.
Before we design the quality process for any programs, we in conjunction with the end client identify the areas of
concerns related to the process and define a quality procedure which will be then incorporated to the agents. Our quality
team works closely with the clients quality team/representative for the call calibration to ensure that we understand the
quality requirements of the client. The calibration session happens every week to identify new areas which need
attention. Read more
Type of software
- Database Management System (DBMS)
- ERP Software
- Financial Software
- Personal Information Manager
- Integrated Development Environment (IDE)
- Virtualization Software
Supplier Category
- Exporter of Software
- Distributor of Software
- Manufacturer of Software
Other Products
- Software Consulting
- Packagings
- Marketing