About Us

Call 2 Connect, established in 2003, is a group company of Arabi Holding Group Company K.S.C, which is a listed company in Kuwait Stock Exchange.
Call 2 Connect is promoted by a group of professionals & private equity investors & commenced operations in June 2003 The majority owner of C2C is ARABI HOLDING Kuwait. Arabi Holding Group is a successful holding company in Kuwait, with varied business activities, in the areas of oil, services, engineering, general trading and contracting, medical equipment supplies, griculture and environmental activities, in particular, water and waste water, landscape, and irrigation. ARABI Holding Co. KUWAIT is a listed company on the Kuwait Stock Exchange.

At Call 2 Connect we provide qualitative solutions & services in the area of

BPO Call Center Voice & Non Voice Call Center/ Soft Skill Training Consulting Collection Management Telemarketing Database Management Back Office Operations including Document Management

Our clientele includes blue chip companies from various industries such as
Banks Insurance Telecom Media and Publication Transaction Processing Entertainment and Event Management Foods and Beverages Automobiles State governments and various Public Sector Units.

Mission & Vision Statement:

Mission: To enhance our clients and build a long lasting relationship by increasing their business share through premium quality service. Vision: be a leading BPO service provider in the field of call centers, consultancy and technology service, data management and customer care management.

Corporate Values:

People - We treat our employees and business partners with dignity and respect and provide an environment where they can develop and succeed, based on their ability and desire.

Integrity - We conduct our business in an open, honest and straightforward manner, ensuring business secrecy

and security.

Commitment - We stand by our commitments and do what is required to meet and exceed the expectations of our

customers.

Teamwork - We believe that teamwork is the key to our success and we work together to leverage the strength

of our diverse resources to achieve our mission.

Achievements
Patna Center was declared the Number 1 center for VAS up-selling in 28 Circles of Bharti Airtel. www.timesjobs.com was awarded the Asian On-line Advertising Award C2C handles the entire backend for the process. The Process of Right to Information Act being run by C2C for Government of Bihar was adjudged as the best run RTI process, by Government of India. C2C was awarded Certificate of Excellence by Institute of Economic Studies. C2C was awarded Icons & Change Agents of Bihar by BIHAR TIMES.COM

Location

Multiple contact centers & businesses (Delhi, Mumbai, Bangalore, Chennai, Patna & Kolkata) 400 seats operational at New Delhi. 200 seats operational at Mumbai. 100 seats operational in Bangalore. 550 seats operational in Patna. Associate Center operational in Chennai & Kolkata

Board of Directors & Leadership

Collectively, we have more than 110 man years of experience in the Banking and Financial Services, 52

man years in processing, operation and customer care management services. Board of Directors
Mr. Salah M. Al Maousherji Chairman Mr. Aneel K Sinhaa Managing Director Mr. Vimal Sekhani- Director Ms. Sharda Ayyala Director

Board of Directors & Leadership

Collectively, we have more than 110 man years of experience in the Banking and Financial Services, 52 man years in processing, operation and customer care management services. Key Managers
Mr. Aneel K Sinhaa - Managing Director Ms. Sharda Ayyala - Director Mr. K.S. Balasubramanian - Financial Advisor Mr. NP Nair - General Manager (Corporate Administration & West / South Zone) Mr. Danish Ameer - General Manager (North Zone) Mr. Rajeev Jha - General Manager (East Zone) Ms. Stuti Datanwala - Head-IS & Software Design & Implementation

Group of Companies
A dynamic enterprise based in the state of Kuwait with diversified business activities, committed to introducing new products and services.

 Arabi Co. Arabi Agriculture Co. Arabi Engineering Co. Arabi Medical & Scientific Equipment Co. Arabi Industrial Services & Supplies Co. Furmanite Gulf. Arabi Gulf Services & Industrial Supplies Co. Arabi Aviation Arabi Enertech Arabi Company Qatar Daleel International MobiVision Worker's Equity KAYAN General Trading & Contracting Gulf Services & Industrial Supplies Co. Arabi Emirates Co. Arabi Company (India) Jayakrishna Aluminium Ltd.

SERVICE Call Center

Maximize your company's most important asset - your customers.
Today many businesses find it increasingly difficult to provide high-quality customer service and product support without diverting resources from their core businesses. The expense of owning and operating state-of-the-art contact centers is very high. As a result, many companies today want to benefit from outsourcing their customer care efforts. Companies rely on Dedicated Customer Care Services to retain and grow their customer base, serving as an extension of their own corporate support infrastructure. offering fully-integrated solutions, utilizing live-operator call processing, Interactive Voice Response (IVR) and Internet services to deliver a program customized to meet your needs.

Delivering solutions to meet your customers' needs

Call 2 Connect is one of the first outsource service providers to fully automate its customer care operations and develop software systems to service the most diverse, customized needs of its clients. Our operational strength, technology and ability to scale allow us to deliver top-notch integrated solutions.

Call 2 Connect also offers technical and product support through live operator, IVR and Internet channels. We deliver high quality solutions to our clients with Level 1, 2 and 3 technical support needs. One of the cornerstones of our service is the selection and management of agents with a higher skill set and proven ability to communicate about complex products in a non-scripted problem-solving environment. We put these agents through extensive product and systems knowledge training and have established specialized hiring profiles which require additional education. In addition, Call 2 Connect provides customized training to ensure agents are prepared to address the complex nature of the products or services offered. The result is a highly skilled, project management-driven workforce, which is accountable for completing tasks to your customers' satisfaction. In addition, Call 2 Connect provides high-capacity, fully-automated, interactive voice response (IVR) services to front-end and/or backend customer calls. This allows your callers to access information by means of an automated touch-tone telephone, voice prompt or Advanced Speech Recognition (ASR) solution.

Consolidated reporting:
Easy to view & use, Call 2 Connect can design and offer Consolidated Reporting for all Customer Care clients. You can view your transactions online and get detailed information instantaneously to help you make critical, cost-saving decisions about your programs. Call 2 Connect systems are designed to provide a continuous loop of revenue and relationship- enhancing opportunities during every stage of your customer's lifecycle. As the value of retaining and growing your customers has continued to increase, so too has the need for more cost-effective relationship management solutions. We provide a dynamic blend of talent, experience, quality and technology to give your clients the results they demand.

Contact Centre [Services & Management]:

At Call 2 Connect, delivering effective customer solutions for our client means retaining excellence in each and every area of their operations. We serve as an extension of our clients businesses. Our proven approach alleviates the common outsourcing concerns of cost, quality and control. It also helps us achieve our client's objectives about saving money and growing customer relationships. We work with you to achieve your targets and results, and become a cost-effective, transparent department within your organization. We combine our experience in customer relationship management [CRM] and integrate our services to provide the most effective solutions possible. We surround programs utilizing your infrastructure and technology, provide your executives with extensive training designed to cover product, processes and procedures specifically for your project, to represent your corporate philosophy. The executive are selected only if they have the basic criteria and are carefully selected, who are confident, courteous and communicative, with quality customer service as their top priority. Our expertise goes far beyond just the Contact Center capabilities, our Back Office services and processes, such as our data entry and our fulfillment Services allow us to take sophisticated business processes and move them seamlessly from start to finish for our clients. Our greatest strength lies in our ability as a management and operational consultant wherein we take the responsibility to implement what our clients want to accomplish and then bringing it to fruition at levels that always meet and exceed initial expectations.

Back Office Operations

We take the time to learn our clients' businesses and efficiently assist them in their individual needs to reach their business goals. We bring sound instincts, good judgment, and vast experience to all levels of work that we perform for our clients. Document Management Services including Archival Services/ Abstracting & Indexing:
All kinds of textual data are captured from printed matter, manuscripts, scanned images, etc. with a high level of accuracy. Data and information from scientific journals are extracted and posted into specific fields. Required documents are abstracted and indexed, in a wide variety of topics/ fields

Data Conversion:
The Data Conversion division provides specialized services for scientific, technical, medical, legal and commercial books as well as journals for publishers from the US, UK and other places.

E-Publishing Services:
Files in Microsoft Word, Word Perfect, QuarkXpress, etc are processed and delivered via FTP / Email / CD in client specific formats like PDF, PS, SGML/XML, etc.

Custom Document Coding:

Coding in any client-specified format is provided for scanned images received through FTP / CD. In-house software development capability is available for capturing data.

Accounts & back office services:

Data Entry, Data Processing Payables Reconciliation Module Accounting: a. Payroll Accounting b. Payables Reconciliation c. Contract Compliance d. Supply Purchasing e. Vendor Returns f. Allowances g. Bill backs h. Cash / Trade Discounts i. Duplicate Payments j. Pricing k. Rebates l. Statements m. Direct to Store Delivery (DSD) Audit n. Vendor Credit Audit Accounts Receivables Audit / Due Diligence / Document Audit Bank Reconciliation Feasibility Studies, Project Report , Business Forecasts / Plan.

 PDC and Collection Management Reconciliation and verifications Pre-approval, pre-disbursable and post disbursable related milestone services. Coding and fax verification Variance analysis and interpretation of Financial Statements. Insurance claims processing and re-insurance accounting.

The modules handled in Payroll Accounting are:

Data Keying Filing of individual returns Sending advice Cut checks Payroll reconciliation Insurance Processing Handling 401 Plan (U.S.) Pricing Relaxed taxation

Additionally, we can provide the following services in Payroll Accounting:

Maintenance of employee records Reminders on yearly dates Management of travel accounts of employees Employee terminal benefits

Collection Management
The outbound call centers help improve the productivity of client's collection department by providing all types of calling programs required by the organization and blend several types to determine what works best in the specific collections department.

The Process
The Customer Service Representatives (CSRs) attempt to make payment arrangements with the customer, at the time of the collection call. Receivables outsourcing programs can be completely automated using the IVR (interactive voice response) services Complete and accurate payment information can be retrieved from the customer over the telephone. Credit card and check payments can be fully automated allowing the company to be more efficient and profitable. The CSRs are fully trained in the collection services. They use all modes of communication to work out the accounts receivables and run payment collection campaigns through Phone, Fax, Email and Web enabled services. The outbound call centers understand that young, small companies as well as their larger competitors need to collect its receivables in a fast and effective manner. Through a developed payment collection program, they collect aged accounts. We also deploy FOS for Physical Collection

Features of Collection Management:

Collection Calls Payment Tracking Voice Mail Systems Office Location/Hours Schedule Appointments Disputed Payment Record Payment Information Current Status Information FOS Deployment

Call Center/ Soft Skill Training

Modules Adopted for Training:

Basic English Spoken English Communication Skill Personlity Development Overview of Industry Telephone Technique Selling Skill Customer Service Skills Driving towards Results Voice & Accent Neutralization Role of CSR Computer Operation

Additional Modules for International Call Centers Modules:

American Culture Voice and Accent Training American References American Linguistics

Infrastructure & Technology

Infrastructure:
We have leased over 1250 workstations (each shift) across India in Mumbai, Delhi, Bangalore, Patna and Chennai with infrastructure as mentioned below, with the ability to ramp up to another 1000 workstations within 30 days. The capabilities that Call 2 Connect has are as below: Single Source Customer Service Centre through full integration of Inbound, Interactive Voice Response and Outbound services. Inbound Skills-Based Routing (including multilingual capabilities). Scheduling Outbound calls for up selling and cross selling of products, and to update customer data base for effective data mining. Easy access for end user in all parts of the country. High capacity 24 x 7 multi channel services. Fully computerized server based network operations. Single data source to support fulfillment activities. Structured response handling for Call query and response management. Creation, Maintenance and Updating of FAQ, thus creating knowledge base. Real Time Statistical Reporting Data base generation and management with Data Mining and Response Modeling. Scheduling Outbound calls to maintain proper Customer Contacts. Quality Management Customised management reports. It's benefits: Reduce business-operating expenses through economies of scale and call centre specialization. Increased hours of operation resulting in increased sales and customer satisfaction. Call 2 Connect can augment your current hours effortlessly, ensuring every customer call or order is processed 24 hrs each day, 7 days a week.

First, with increased call capacity to eliminate busy signals and long hold times.

Technology:
Our centers currently use state of the art Technology to service our client requirements:

EPABX Ericsson MD 110, Matrix Eternity IVR, ACD, MIS, Contact Center Management Solutions Ericsson Solidus eCare Voice Logger Cube Hardware IBM, Compaq, HCL, eSys, Ericsson, Cisco, Loop, D-Link

All our technology is scalable and can be used for both Domestic & International work with minor adjustments. Our centers have the first Indian contact center installations for both the Ericsson MD110 & Solidus eCare Solutions which are internationally recognized award winning products.

Dialer: C-Zentrix

Expandable for TDM from 2-48 ports Expandable for E1 from 1-8 ports Inbuilt IVR & Voice mailv Inbuilt PBX/IP-PBX Call logger ACD Gateway Communication: VOIP,TDM & PRI

Security:
Physical access controlled by security personnel. Access card System. Recording devices blocked. Monitoring of agents through CCTV network.

Data & Network Security:

Regular monitoring of server application Login identity required Non -Disclosure agreement signed by each employee VPN used for secure client network connection Encryption devices used Firewall to prevent unauthorized breaches and to secure network

Operations
Training:
The basic criteria for becoming a customer service executive are as below: His / Her natural ability to care for customers satisfaction His / Her desire to solve customer problems His / Her initiative to "over deliver" when called upon for assistance His / Her ability to see opportunity for new business and bigger orders His / Her capability to undergo the training phase His / Her knowledge in building credibility and trust His / Her efforts in making the customer feel valued

 His / Her capabilities in reducing customer problems Once selected the executives will be trained on the contact centre basic training module that will develop and groom them on the required abilities as below: Role of Contact Center Personnel: Problem Eliminator Communicator Marketer Data Gatherer Expert Customer Service Representative Playing all Roles Skills of Contact Center Professional: Pro-Action Focus Problem Solving Communication Technical Expertise Customer Service Managing Problems: Out-of-Control Problem Cycle Regaining Control Preventing Mistakes Priorities Procedures Individual Performance Achieving High Customer Satisfaction: Quality Customer Support Benefits of Quality Support Trends Influencing Help Desk / Call Center Customer Perception Managing Expectations Positive Attitude Going the Extra Mile

Quality Assurance:
Call 2 Connect is committed to provide premium quality service. The Quality Management System practiced at Call 2 Connect ensures accuracy, on time delivery resulting in exceeding customer expectation and achieving customer delight. It believes in analyzing all the business process and continuously upgrading them to achieve high standards in quality. The members of the organization are trained with with skills to deliver quality output.

Industry
Telecom:
Telecommunication Industry is very competitive in today's scenario. Service providers are rapidly developing new service capabilities and aggressively entering into new markets. Therefore it is logical for telecom companies to outsource certain process to reduce cost and remain competitive. Call 2 Connect manages the entire customer life cycle, which includes customer contact center, back office operations and voice-based process for leading telecommunication companies. Our Outsourced services offerings for telecom companies include:

VAS Lead generation Inbound and outbound Customer care activities Customer Verification Payment process set up Order management Installation Field service management Billing inquiries and collection Account retention and relationship management

Banks:
There are tremendous opportunities for banks to adopt business process outsourcing (BPO) to drive improvements in their business operations. Some of the areas where banks can outsource are

New account processing- Setting up new account by information received via inbound and outbound calls. This information is used for several types of products like credit cards and home loans. Collections Customer acquisition Lead generation Inbound and Outbound telemarketing Help desk Card application Application processing Complaint resolution cell- resolution of all customer complaint and queries

Insurance:
Call 2 Connect provides end- to- end solution for insurance companies resulting in increased customer base and higher profit margins. Some of the areas include -

Introducing new insurance products in the market Providing Post issue service to variety of insurance products

Shortening cycles for claim process Converting marketing inquiries into closed sales. Improving customer service resolution rates.

Travel:
Call 2 Connect provides customer support services for travel and tourism companies.

Foods and Beverages:

Call 2 connect helps foods and beverages companies achieve total customer satisfaction by following activities: Inbound & Outbound:

Order taking for delivery Queries on availability, delivery and product features Any complaint

Retail:
Call 2 Connect provides customized solutions to retail industry in the domain of pre-order support, post order support and back office operation: Inbound:

Placing orders General queries on retailer/dealer network, product availability and features Complaint calls Order cancellation

Outbound:

General feedback calls Verification calls for bulk orders Lead generation calls

Why Us?
A Well Balanced Management Team Strategic Location in five cities across the country

 In house technology support State-of-the-art infrastructure facility on large scale Competitive pricing Customized Solutions Well Trained and skilled manpower High database security High Quality Standards Various ways of communications like E mail/ Fax/ On-Line Chat help besides "Voice" Centralized services offering call routing Organizational focus on through customer satisfaction Optimum service levels Lowest Attrition rates

Careers
Call 2 Connect is a growing company in BPO industry. It believes in matching best manpower with the best technology resulting in quality output. It provides an environment to its people to achieve organizational and personal goals.
If you are driven by desire to make a difference in helping business achieve their objectives, write to us at careers@call2connect.co.in or post your resumes online.

Contact Us
Corporate Address (Mumbai):
Call2Connect India Pvt Ltd., 35/149, 1st floor, Laxmi Vijay Laxmi Industrial Estate, Off New Link Road, Andheri (West) Mumbai - 400 053. Phone: 91-22-65072025 / 65072026 / 65072027 Fax No.: 91-22-26322447

Delhi:
Call 2 Connect India Pvt.Ltd A-82, Sector 57, Noida - 201301 (Uttar Pradesh) Phone: 0120-4273323

Bangalore:
Call 2 Connect India Pvt.Ltd Al-Mouhad Arcade, 2nd & 3rd floor, H.L No.1421, 80 Ft Road, HBR :ayout, Kalyan Nagar, Next: J.S.S school, Near: BDA Complex, Bangalore - 560043.

Phone: +91-80-65836945

Patna:
3rd Floor, Suprabhat Building, CEAT Compound, Opposite Hotel Vijay Shree Exhibition Road. Patna - 800001 (Bihar), Phone: 0612-2500233