BitStream Services Pvt. Ltd. is an IT and business process outsourcing company that offers software development, web development, call center services, and corporate training. It provides various services including inbound and outbound call center support, software development, mobile app development, and corporate education. The company aims to be a virtual extension of its clients' businesses by improving customer experience and focusing on core capabilities.
2. Development:
Software Development
Web Development
Mobile App Development
Call Center: (Inbound)
Inbound Customer Service
Inbound Technical Troubleshooting
Inbound Educational Services
Call Center: (Outbound)
Outbound Sales Projects
Outbound Telemarketing Projects
Outbound Tele-training Project
Outbound Collections
Corporate education and Awareness
SERVICE OFFERINGS CALIBER
3. As a virtual extension of your business, our solutions deliver a superior
experience that allows your business to:
Advantages at
o Better Service and Retain your Customers
o Transfer Fixed Costs into a Variable Cost Model
o Facilitate Scalability and Reduce Risk
o Focus on Core Capabilities
o Enhances the customer experience by leveraging our infrastructure and proven
people and process
o Improve collaboration and communication while realizing service-level metrics to
achieve your objectives
o Optimizing every customer interaction, from revenue generation through reduced
cost-per-contact while maintaining or exceeding current quality levels
4. ABOUT BITSTREAM
BSPL (Bitstream Services Pvt. Ltd.) is an emerging IT &
ITES company offering wide spectrum of services to its
global clients. BSPL provides Optimized Outsourcing
Value (OV) to its global clients by cost-effective services,
on time delivery and precise quality solutions whereby
clients achieve maximum satisfaction and return on their
technology investments
5. Outbound CollectionsOutbound Collections
Out bound Collections to collect unpaid bills, credit/ debit
card payments or PLCC’s.
1: Out bound Call
2: Payment options / Discounts on payments
3: Mode of Payment- Cr/Dr Card, Cheque by phone, mail.
Merchant ServicesMerchant Services
Merchant Account offers a full line of products and
services to completely meet payment processing needs.
The process aims to carry an extensive line of hardware,
software and supplies at the best price
1: Lead generation
2: Quoting Rates
3: Review Merchant Processing statement
OPERATIONS
6. E2E Mortgage
Processing0
E2E Mortgage
Processing0
Out Bound Tele
Marketing
Out Bound Tele
Marketing
Out sourced KPO, giving end to end Mortgage solutions to
all its prospects and clients in the US, from Loan origination
to loan closing.
1: Lead Generation 2: Loan Origination
3: Loan Pricing 4: Loan Processing/
Closing
RED is an outbound campaign involving sale of fitness
equipments.
Team Strength – 4
Dish Network is an outbound campaign for Dish network
services, offering various packages to customers in US for
Dish.
Team Strength – 19
7. Software Development & Web Develpment
We provide Software
development & IT Consultant
facility
We develop projects in all
Lang. like
C,C+,.Net,JAVA,PHP etc.
Our Company follow SDLC
Lifecycle to develop each
projects.
8. Call Center Consultant
Our another work is to provide callcenter
consultant and provide call center training.
Another function of our company is to
handle USA, UK shifts.
9. HR & RECRUITMENT
People care & services
Cultural Development
Knowledge Transformation
Strategic Re sourcing
Campus Placements
Bulk Hires
11. PREREQUISITES FOR SCREENING
Interview Panel gauges them on following parameters:
Human Resources:
Education & training
Job Knowledge
Experience
Potential
Confidence & attitude
Temperament & Acceptability
Job Stability
Maturity & emotional stability
Leadership, initiative & capacity
Learning & Development
Speech – rate of speech, clarity, vowel sounds, consonant sounds.
Language- tense, articles, grammatically correct
Comprehension and expression.
12. Training and DevelopmentTraining and Development
Monthly Incentive planMonthly Incentive plan
Way ForwardWay Forward
Spot Prize - IncentivesSpot Prize - Incentives
Monthly R&RMonthly R&R
EmployeeEmployee
Pre Process training
Voice & Accent
US/ UK culture
Sales Modules
Leadership training skills.
Team Building training modules
Monthly performance incentive
Performance based
Car Hire Policy
Tie ups with education institutes
Medical policies
ESOPS
Spot prizes
Performance based
Client based
Internal incentives
Monthly prizes
Top Performer
Most improved performer
Certificates
Process wise criteria
EMPLOYEE ENGAGEMENT
13. LEARNING & DEVELOPMENT
The learning and development team provides learning solutions to
the organization in order to develop and nurture competencies
essential to deliver with excellence
These include standardization of accent, building selling skills,
service essentials sensitization and familiarizing the agent with the
culture at the client base
The team practices principles of ‘Andragogy’ and delivers training
using accelerated learning techniques to reduce training time and
cost per employee
14. PRE – PROCESS TRAINING
Pre-process training is conducted for all the new hire trainees.
Depending upon the trainee skills and the business exigencies
pre- process training lasts for three to four weeks
Pre and post assessments are conducted before and after the training to track
performance and measure training effectiveness.
Only certified trainees are eligible to move on for Process training
15. Pre Process Training
Voice and Accent
Sales or
Service Essentials
Training
Language
Enhancement
(if required)
Process Specific
Culture Training
(UK, US or Aus)
17. Round the clock HR Action Plan
HR Forecasting &
Planning
Employment & related
problems
Training of Employees
Management &
Development Programs
Evaluation Techniques
Employment Benefits
& services
Handling of employee
grievances
Employee Engagement
Programs
Employee Relations
18. FACILITIES & ADMINISTRATION
Facility provided for all EmployeesFacility provided for all Employees
Transportation to Employees provided within 48hrs of joining.Transportation to Employees provided within 48hrs of joining.
Female employees given first drop and last pickup.Female employees given first drop and last pickup.
Security provided when lady employees travel alone.Security provided when lady employees travel alone.
Transport allowance provided to the employees if they do-not availTransport allowance provided to the employees if they do-not avail
company transport .company transport .
19. INFRASTRUCTURE
Infrastructure plays a vital role for due service diligence and BSPL has
created the state of the art outsourcing service delivery centre for both IT and
ITES services. A Two storied air-conditioned service centre houses the
following facilities:
Floor Area 3000 sq ft with the current operational seating capacity 100 seats
Ergonomically Furniture & Fixtures
Internet Bandwidth – 16 MB + 8MB,
IBM Servers (Rack & Tower) - 5
Laptops – 15 Workstations – 125
High End communication equipment including, VOIP calls, PRI Lines, Self
hosted Email servers for Email services, Tele and Video Conferencing and
Instant Messaging system
For IT Enabled Services
Predictive Dialers for automated dialing
Precision Calling Equipment for Agents
Communication equipment and TFN
Teleconferencing equipment deliverance.
DOT Licensed
20. CALIBRATION PROCESS
Internal Quality Team Client Operations Team
C
A
L
I
B
R
A
T
E
Quality Executives
Remote Monitoring
Side-By-Side Monitoring
Quality New Hire Training
Team Leaders
Remote Coaching
Side-By-Side Coaching
Peer-to-Peer Coaching
Calibration process brings all the evaluators on a common page
Acceptable delta between average score of evaluations done by the client,
internal quality team and operations team is less then 5 %
Call calibration helps each evaluator to understand each parameter on the
evaluation form more in depth
21. DATA PROTECTION AT CA3
Accurate and, where necessary, kept up-to-date :
Not kept for longer than necessary : Data related to particular client
process is destroyed periodically with the consent of the client and in
accordance with the contract clauses.
Processed in accordance with the subject's rights : We set the
expectations with the individuals that they have a right to access their
information and have it corrected if it is factually inaccurate. We explain
ways we may use the information that they might not expect.
22. DATA PROTECTION AT CA3
Keeping secure
All emails in and out are scanned for their content by the IT
department
Access to Client/Customer Information is restricted
Every system user has a Different password and has restricted access
only to the type of Information he/she requires. For further access
Permission from Managers is required
23. DATA PROTECTION AT CA3
No paper is allowed on the production floor. This prevents any
information leakage.
Regular checks by the IT department of every system to clear unwanted
files saved with information
Restricted internet access to agents on the floor.
Information about clients is kept with the top management and filtered
down only on a need to know basis.
24. DATA PROTECTION AT CA3
Every call is recorded by us and calls checked by the quality team to
verify that DPA is followed on each and every call. Random barging of
calls by TL’s & above to verify the same.
NCND agreements signed by every employee of CA3 at the time of
joining the company. Senior Management and Support staff are already
certified according to the Regulatory and Legislative requirements.
Not transferred abroad without adequate protection: This clause is Client
Specific & done with Clients written permission only if needed.
25. TECH SUPPORT
Operations Security
Dialer Management
Desktop Management
Domain Controller policies
Monitoring of network and
servers
TECH
Data Protection
Restrictions on Internet Access
User Permissions & Groups
Monitoring Third Party Use &
Access
Defining & Implementing IT Security
Policies
Implementation of Email Use &
Access Policy
Configuration
Dialer configuration
Line configuration
System configuration
Network configuration
Email configuration
Support
Desktop Support
Dialer support
Network Support
Software Support
