what is a servingminds? a multimedia contact center based in nepal. servingminds is one of the first...
TRANSCRIPT
What is a ServingMinds?A multimedia Contact Center based in Nepal. ServingMinds is one of the first Multimedia Contact Center in Asia, setup to do outsourced business in English speaking countries such as North America, UK, Australia and New Zealand.
www.servingminds.com
What is a Multimedia Contact Center?
It is a contact point between a company and its customer. Besides phone, today’s contact center use web-integrated services such as e-mail, chat, VoIP, video conferencing, URL push, co-browsing, IVR, and fax to interact with customers. Contact center is used for the purpose of sales, marketing, customer service, technical support and for other specialized business activity.
•Core competency
•Cost
•Retention
•Quality of manpower
•New and Changing Technology/internet
Why do companies outsource Contact Center activities?
Europe earth station
ServingMinds
USAUSA
Telco
NepalNepalTrans Atlantic fiber optics
Satellite
customers agents
Phone
FaxFax Phone
Internet
Internet
Direct link to satellite through rooftop dish
How does ServingMinds response to these issues?
• Cost– 40 to 60% less
• Retention– very high retention rate
• Quality manpower– availability of graduates
• New/changing technology– easy access to new technology and software technicians
Problems we faced and solutions we had
Problem SolutionMarketing/contact in target market
Internet marketing / consultants / wholesalers
Quality Training / ISO / Six sigma /
Experience Contract with experienced manager / process manager
Country brand Association with international brands
Present Situation
• Local Jobs– Nepal Levers, Thompson Nepal, McCann-Erickson
• Wholesalers/Consultants– US, UK, and Australia
www.servingminds.com