Contact Center/BPO Solutions Arrow Professionals is an International Contact Center/BPO solution provider that Business Segments Arrow Professionals primarily serves the following verticals: Call Center Services As part of Business Processing Outsourcing (BPO) SKILLS Arrow Professionals provides high-value Business Process Outsourcing (BPO) TERMS We guarantee our turnaround times and provide a detailed service level agreement to About Arrow Professionals Arrow Professionals is a complete solution provider for Business Process Mission Statement We are a customer-centric, people-oriented service industry segment that is dedicated to Why Arrow Professionals? Our overseas professional managers and agents have made an Arrow Professionals provides comprehensive turnkey solutions that make businesses Arrow Professionals follows the COPC ® (Customer Operations Performance Call Center Infrastructure and Technology Switches: Layer II switching from Nortel including passport 8000 and baystack 450, IT Infrastructure / IT Management Using Dell Server backed 24/7/365 interconnectivity for immediate relay switching using HR functions Training Day to day operations: Arrow Professionals core strengths as a domain and process-led, pure-play BPO company include seasoned management and operations team, a highly demonstrable track record of seamless process migration and consistent service Arrow Professionals combines in-depth knowledge of the banking,
Delivers affordable business and technology solutions through its organic business
Development model. Since its foundation, Arrow Professionals has been pioneering
back-office offshore processes and out-sourced telesales and telemarketing campaigns
for our North American customers. has consistently delivered quality solutions to leading companies and
Global corporations.
• Healthcare
• Finance and Trading
• Mortgage Industry
• Telecommunication
• Education
• Government
• Recruitment
• Travel
• Insurance
• Information Technology
• Media
• Textile
• Retail
• Business Intelligence
initiative Arrow Professionals has established
an International Call Center to provide reliable, cost-effective inbound and outbound
outsourcing solutions for a variety of industries for customers in USA, UK and Australia.
Our core competence lies in our ability to handle inbound and outbound traffic for
telemarket and/or telesales expertise for a variety of customers and verticals.
While focusing on these aspects, we ensure that our Quality and Professional delivery of
services in not compromised. target for our clients on the basis of number of leads, new
memberships, and Contact Ratio for Appointments set each day.
A work force dedicated to our Client’s needs may be detailed for 7 days a week, on as
and when needed basis. 24x7 Customer Service options are available as well.
Currently we are serving our customers in two broad areas.
1. Inbound Services
Customer information services
Technical support for IT products and platforms
E-business support (email management, IM, Chat support etc)
2. Outbound Services
Outsourced sales teams for consumer and corporate marketing
Telesales/telemarketing lead generation, qualification and lead management.
Hot transfers.
Customer service audit.
and Technology solutions to every fragment of the Business World. By using leading edge technology, highly trained specialists and complying with legal industry standards,
we develop innovative BPO and technology solutions for our clients, allowing them to
focus on what they do best.
We provide solutions for the following segments in the BPO Industry:
1- Finance and Accounts BPO
2- Mortgage Processing Services
3- Medical Transcription Workflow Management
4- Call Center (Inbound and Outbound)
5- Clinical Trials
6- Research, Analysis and Surveys
7- Data Entry and Content Processing
the satisfaction of our clients. Payment Terms are flexible and Weekly to Monthly Billing
Options are available.
Outsource including customer relationship management and call centre services. Our
objective is to help companies succeed by providing strong customer relationships,
enhanced revenue, improved quality, added protection, and greater return on investment.
satisfy off-shore and out-source needs of our customers. We do our tasks to the best of
our abilities with honesty and integrity. We endeavor to remain on the leading of
technology so as to offer solutions with ever increasing quality, enhanced efficiency and
sustained credibility.
We value the professionalism and integrity of our highly trained staff that makes it
possible for us to achieve and surpass our targets. Consider Arrow Professionals
to be you extended business arm that is geared to offer you a decisive competitive
advantage.
impact on the Recruitment Industry in Canada.
Arrow Professionals has managed to boost the Mortgage business
up to a level which is often commended by our clients.
more customer-centric and available 24 x 7. Our flagship service portfolio includes a
wide variety of customer support operations covering inbound and outbound contact
center & BPO operations as well as email and web-based
customer support services. We are able to integrate our
infrastructure with a wide variety of systems at the client’s end
so that there is a seamless exchange of data and reports.
According to our customers' requirements, we prepare feasibility
studies, design and deploy the ideal configuration of hardware,
software and HR solutions as well as integrating with your
existing systems and conducting thorough training sessions.
Center) standards. COPC ® is the worldwide authority on customer center operations.
These standards cover all aspects of our contact center, whether it is the performance
And monitoring of the agents, supervisors and various KCRP (Key Customer Related
Processes) and KSP (Key Support Processes), or the workings of our consulting,
Operations and management teams.
Regular audits allow us to maintain and improve upon these standards so that the clients
of Arrow Professionals are guaranteed a constantly high level of service.
Phone Switch and Associated Technologies
The following table indicates all the related equipment available with us.
HARDWARE
A. TECHNICAL SUPPORT SYSTEMS
(including telephony and data processing)
Predictive Dialer:
Touch Star
PCs: HP
Servers: HP
Phone: Nortel 3905-Digital
Multiplexer: Nortel Passport 7840
EPBX: Meridian 61C
Router: Nortel 2340
Switches: Nortel 8010 (Data) with dual CPU
and 3 Baystacks (Model - 450S)
Firewall: Nortel Connectivity 600
Net Work: Certified network from Avaya
with redundant voice and data at each and every workstation.
Passport 2430 Router from Nortel and Connectivity from Nortel
B. INTERNATIONAL PRIVATE LEASED CIRCUIT CAPACITY:
IPLC 2Mbps (PTCL & MCI) plus 4 T1s
Internet Bandwidth 1024 Kbps Leased Line
C. POWER SUPPLY BACK-UP SYSTEM:
125 KVA UPS (Libert) – For Server Room and Workstations
125 KVA Generator – For Entire Facility
With the top notch IT personnel and a management that
has by experience completed the structure of the call centre with state of the Art
technology implemented, stands on the IT Department which
has years of experience in maintaining Call Centre Infrastructure
Using four T1 Lines 2.54MB for Call Centre for International connectivity which may be
utilized for up to 150 seats plus.
Cisco Router and Cisco Switches for 100% reliability and LAN/WAN connectivity.
High performance Terminals for CSR functionality and equipped with digitized USB
headsets
Enabled with immediate satellite connection as backup for WAN to ensure 0% delay
Online moment 1 recording, 24/7/365 retrieved with immediate ease and complete range
of terminal selection with option of Unlimited Recording
World Renowned Customized CRM as per Client requirement with ability to store
unlimited customer data records.
User friendly with Graphic User Interface.
Controlled Net Access for Customer-CSR relation Building
Internal Data Warehouse management for Customer Details; Call Records; Performance
Records etc.
Highly Qualified Technical staff at 24/7/365 Back Hand and front desk Hardware,
Software and Network Support.
Ads and On Field Recruitment
Online web based database
Preliminary Interview
Telephonic Interview
Ability to hold conversation
Skills Test
Profound language Test
Academic background Check
Interview with CV
Comm. Skills Determination
Presentation
Personality traits
References
Ability and experience based packages
Initial assessment test
Behavioral patterns test
1 week intensive Class-room training
Product training
3 week OJT
Accent Training
Generic Customer Service
Culture Intro.
Personal Grooming
Service Skills
Polishing of Verbal Skills
Call maneuvering tactics
Product knowledge
Floor assessment
Communication etiquettes
Moral Values and Business ethics
Additional Advantages:
• Time in time out, electronic swipe card reader enable attendance
• IT Dept Instructed Call Distribution Checks, Online traffic Checks, Complete &
thorough Floor Equipment Checks
• Online History Checks, for Incoming and Outgoing calls.
• Call Verification checks
• Live Call Monitoring
• Supervisor Call Handling
• Inbound Call, Fax, Mail, SMS correspondence.
• Follow-up on Problems, Issues, Complaints, Queries.
• Directing Calls, Forwarding Fax, Replying Mail and SMS according to Standard
Procedure.
• CSR, BDR, attendance Listings.
• 10 min per agent, individual skill enhancement counseling
• Call Drop and Transfer Ratio stabilization
• Marketing through a number of calls
• Customer Service and Request Service
• Quality Assurance while on and after calls
• Call transfer Facility: agent to agent, agent to supervisor, supervisor to agent,
Supervisor to concerned Dept.
• Thorough Verification
• Target Assessments
• Strategy through Fiscal policies and Table-Z
implementations
• On Floor Training
• Job enrichment program
• Reporting
• Customer Satisfaction
• Service guarantees
• Information security
• Secure connectivity to out intranet
delivery position it uniquely in the offshore BPO space.
financial services , insurance and outbound
telemarketing with proven broad-based expertise in
providing integrated back-office process outsourcing
solutions and managing large-scale processes for our
Global clients
