WHO WE ARE
S.A.C TECHOHUB PVT. LTD is a dynamic,
innovative entity formed by young, enterprising
professionals who strictly follow the successful
business ethos of trust and uncompromising service
The Management and staff have been extensively
involved in the Call Centre Industry and are a team
of professionals who have the necessary expertise in
their respective fields to ensure the success of our
Customer Care and meeting service delivery is one of
the top priorities of the management of S.A.C
TECHNOHUB PVT LTD. Our contact centre
representatives are continuously trained and skilled
to fulfil our obligation to you, our client and to deliver
the highest quality customer care experience to your
Admin HR Operations IT/ITES Business Support
Travel & leisure
Escalation and Retention
Billing and provisioning
Back office delivery
Multi-lingual support line
Financial review & analysis
Mortgage & claims
Email and chat support
Floors with dedicated training and recruitment area
Security Guard with 24 x7 basis
All operation floors with access control
60 Seats for every shift
Backup for all contingency
Password enabled limited access
No user disruption since operation started : Backup servers and 3 Backup
Generators N+1 model
The premises are monitored by a CCTV network
Buildings equipped with latest firefighting equipment
Facility can run without HVPN Govt. power supply on generators for 5 Days
Transport, Medical facility, Cafeteria services available 24x7
Business continuity plan in place.
VISION MISSION & VALUES
Our Vision :
Our vision is to become one of the major BPO companies in
INDIA, and our success will be gauged by both client and
employee satisfaction and retention. We will provide systems;
procedures and training that allow our team of professionals
to propel the company in the direction of our vision.
Our Mission :
At S.A.C TECHOHUB PVT. LTD, our aim is to maintain a
high standard of service delivery and business excellence, and
to take our customers and our service through and beyond all
expectations. We aim to achieve this by active employee
empowerment and participation and training.
Our Values :
Our values are to provide an honest service to our clients with
integrity and a commitment to continually train our staff with
new advances in our industry.
CALL CENTRE SERVICES
Our modern call centre boasts all the latest technology to comfortably
service any campaign and provide our clients with the highest service
Our IT Infrastructure and expertise has some of the most highly
experienced IT engineers and CRM designers that can design and
tailor any solution according to our customers needs.
At S.A.C TECHOHUB we put our clients needs first, especially
when SME’s and large Corporate are tightening their operational
budgets. We offer our valued clients, affordable Outsourced Call
Centre Solutions sometimes nearly half of what it would cost you as a
client to have an in house Call Centre. S.A.C TECHNOHUB is also
more affordable than other Outsourced call centres, without any
compromise on service delivery and quality, while comfortably
sustaining itself and showing an exceptional growth pattern.
We offer a 24/7 call centre packages which includes Inbound and
S.A.C TECHNOHUB DELIVERING LEGENDARY SERVICE TO YOU AND YOUR
S.A.C Techno hub provides a full complement of in- and out-bound call centre
operations, service delivery and management services, encompassing specific
services for the customer service industry. S.A.C TECHNOHUB also provides
back office processing, consulting and training and development services.
Inbound Call Centre Services: 24x7x365 customer care and technical helpdesk, product
or service information, general enquiries, complaints handling, insurance claims
notification and processing, response handling to direct marketing & other media
advertising, inbound sales & order taking, cross-selling & up-selling and overflow call
Outbound Call Centre Services: Outbound telesales (cold calling and affinity database
telemarketing), follow-up calls, debt collection, market research & surveys, data and claims
verification and lead generation. Application Development & Systems Integration: Building
customised front-end applications, database interfaces, data validation controls, triggered
events, security controls, in-depth reporting and MIS functions, and other complex business
logic that drives efficiency & maximises productivity.
Hosted Platform (Infrastructure) Services: Provision of turn-key call centre facilities
including: agent workstations, network room infrastructure, technology hardware and
software, network infrastructure, management offices, training facilities, staff break-away
areas, meeting rooms, boardrooms, storage facilities and parking. Full lease and
environment management services included.
Consulting Services: Call centre specific consulting services designed to give our
customers the competitive edge, improve business processes and ultimately grow their
Call Centre Agent Training & Development: Recruitment and training of call centre
agents, supervisors, team leaders, quality assurance consultants and managers. Services
include screening of CV's, telephonic interviews, face-to-face interviews, training, final
assessment and placement.
Rule No1, at S.A.C TECHNOHUB we treat our staff fairly, in turn
they treat your customer just as well.
Incorrect advice or instructions contribute to low customer
satisfaction, at S.A.C TECHNOHUB our experience and qualified
trainers provide extensive product training which makes a confident
CSR and together with a positive attitude we produce another
satisfied customer every time.
Our team leaders or supervisors are all equipped to resolve promptly
and tactfully any situation when faced with a difficult customer or
complaint or whereby a CSR cannot handle while meeting the needs
of the valued customer.
Our CSR’s are trained to listen carefully to the customer, and attend
to their needs fully.
Customers are given an opportunity to rate our service via our
embedded customer survey before any call is ended and a regular
report is generated in order to make certain our levels of customer
care are met.
At S.A.C TECHNOHUB, we believe if we take good care of your
customer, we take good care of our Business.
VOICE: VCDIAL Predictive Dialler
Outbound: Preview and Predictive Dialler
Inbound: ACD, Skills based routing, voice messaging,
call queuing, Call Recording, Online Call Reporting,
health monitoring, network storage, call statistics,
real-time call monitoring etc.
4MB fibre and 4 MB Wireless Link backup
HP Layer 3 core switches.
4MB Diginet and 4Mb Wireless link backup into Cisco
Our centres all have 4Mb Optic fibre voice lines +
4Mb wireless link for backup. Our Internet is
backed by a 4Mb uncapped and unshaped ADSL
with 4Mb WI-FI as backup, all with seamless
Voice Switch HP 48 Port PoE IP Base
Data Switch HP 2810 Switches
Back bone Cat 5e Structured cabling, Central cabinets, Voice and data patching
Telecommunication Capacity for 1.0 line per CSR
Outbound lines as specified, Inbound if required.
Lan 10/100/1000 Ethernet
Data Lines 4mb of broad band link as primary
4mb of WI-FI back-up
Voice Logger Trunk side recorders
CRM Microsoft CRM 4.0
Ups 10 hour POWER back-up on all data and telephony infrastructures
Notes 1.All infrastructures (furniture, hard ware and soft ware)remains the property of
S.A.C TECHNOHUB. Or its agents during and after termination of this agreement S.A.C
TECHNOHUB retain all intellectual property rights for specialist applications developed.
S.A.C TECHNOHUB will maintain and upgrade all its call centre equipment as and
when required, as its sole discretion to ensure optimum and cost effective service delivery
for the client
Where new technology becomes available that will add benefits to the client’s services the
client will be notified of such technology and Specifications before implementation.
BPO SERVICES OVERVIEW
Call Center Operational Efficiencies and Evaluation
Inbound and Outbound Call Centre actions include client gratification, client acquisition,
client retention, lead generation, client services, surveys and polling, info collection services,
Sales and a lot more. Its in this critical role of the Call Centre that S.A.C TECHNOHUB
provides Operational Evaluation and Efficiency Support by reviewing the Call Centre
Workload and Workforce and blending this to ensure that the right agent is available at the
right time to support this customer demand
With the current global economic challenges Agent Occupancy and Productivity have become
a key measurement within any Call centre in both the Inbound and Outbound environment.
S.A.C TECHNOHUB recognises this and offers an full suite of Workforce Management
fundamentals as well as Call Centre evaluation and recommendations in order to gain the
sought after Occupancy and Productivity. From understanding and applying Forecasting and
Planning expertise, Workload Balancing and Capacity Planning S.A.C TECHNOHUB
provides the best possible solution and Shift design to ensuring that the Organisational
requirements are met together with a balanced work life for Agents in line with Basic
Conditions Of Employment Act set out by Government
Sales Call Centre Forecasting and Target Setting
The demands of a Sales Call Centre differ to that of a Service Centre and its in this
fundamental difference that S.A.C TECHNOHUB applies its expertise. In order to meet
Monthly and Annual Sales requirements S.A.C TECHNOHUB provides insightful and
accurate Call Centre Sales Capacity Planning and Forecasts and inputs into Management
Targets to provide end to end accurate target setting and Conversion Ratio requirements as
well as Inbound Call requirements and Outbound Dial requirements. A complete production
Reporting and Dashboards
S.A.C TECHNOHUB recognise the importance of reporting at both a Call Centre Level and
Agent Level, and provides a Reporting proposal and Dashboard solution to meet each
requirement for both Inbound and Outbound Service and Sales Call Centre Operations
Specialising in Call Centre and Workforce Management S.A.C TECHNOHUB is able to provide a
full suite of Service solutions to meet each Customer requirement.
With the limited and scarce pool of skills in South Africa within the Call Centre Workforce
Management and Call Centre Production Planning space S.A.C TECHNOHUB makes this
5 STAGE PROCESS
Review Operations and Collect Data
4 2 Analyze Data
We conduct periodic and methodical assessments, in accordance with
predetermined criteria of the extent to which quality is delivered.
This helps the business to identify and address perceived weaknesses
and to identify and build on perceived strengths on customer related
processes. S.A.C TECHNOHUB develops and implements
accordingly to our customer related QA process and procedures to the
highest possible standards.
All assessment criteria are aligned to client expectations and business
Agent product/process knowledge
Ability to resolve queries effectively through defined processes
Listening skills, empathy, respect, tone of voice, vocal pitch and voice
Average handling time
Areas of risk to the business
Accuracy of information provided
Accuracy of data captured
And the extent of adherence to such processes
SAC Techno Hub Pvt. Ltd
Phone No: 033-64444530