MarkTel Corporation

Company Profile

ABOUT USMarkTel Corporation is the place where highly competent people along with innovative technology combine to bring you the best Call center services and Offshore BPO Services in the industry. We deliver services like Inbound Call Center Services, Outbound Call Center Services, Order Taking, Customer Service, Answering Service and Web Enabled Customer Support Services.

How can we help you? It's not just a question; it is our philosophy and the cornerstone of everything we do. Since Inception our focus has been to continually find new and better ways to help our clients "make profitable connections with their customers". Whether by traditional telephone based contact, emails, chats or web collaborations, we make the most of every contact we make. You will find our staff responsive, reliable and innovative. Our turnover is low and our morale is high. A difference you and your customers will appreciate.

In 2007, MarkTel launched a unique call center outsourcing model which was enthusiastically received by clients. After 6 years as a call center referral and consultation service, we have grown with thousands of clients in our network, and we continue to lead the industry by:

OUR VISION

MarkTel's Vision is to be every clients "trusted" outsourcing partner, on a long term basis. We have a constant quest to set higher standards after every stage of our processes, contact center services as well as in our other outsourcing and BPO services, to ensures that our clients get better productivity from their respective businesses, each advancing year.

MarkTel's Vision is to be every client's trusted outsourcing partner on a long term basis and to set the next standard in outsourced contact center Teleservices by improving our client experience, and exceeding their expectations. And we deliver one call at one time and satisfy the caller or the customer during that call.

We provide Inbound Call Center services, round the clock hence ensuring that the customers receive assistance, at any hour of the day.

OUR PRINCIPLES

No matter what the amount of workload or the pressure to reach our targets is, we ensure that your customers are satisfied and the outsourced processes carried out by us are precise and are able to deliver profitable outcome for your business.

We have planned, strategic training sessions, to ensure that the employees are updated with all the relevant information related to the product or services offered by you.

Hence there are no chances of losing the accuracy or generating any errors during the ongoing process at call centers or operations going on in various sections.

OUR COMMITMENT AS A BPO PROVIDER

You will always receive a prompt call back if you leave a message.

You will always receive a prompt response to an email inquiry We do what we say. That means on time and on budget. You will never get the corporate "run around.

WHY USIn a truly client driven industry, success depends on a

company's ability to delivery their clients 24/7/365 by satisfying them with their requirements. It may be a large Fortune 500 corporation or a small business, outsourcing their functions makes playing sense. It allows the playing to pore on its core competencies enabling it to manage growth and scale, and implementation models, reduces the cost and enables migration of prizewinning practices, technology and processes from the outsourced partner like MarkTel.

We a growing company, which offers a cost effective range of integrated client care services. Our key differentiators are our teams of professionals, a proven process transitioning methodology. We complement our strong global orientation with a thorough understanding of the American operative environment. Importantly, we enjoy an enviable employee spirit level.

As true outsourcing company; we definitely conceive that service delivery is more vital than client acquisition. Our direction team resides in India, the edifice of service delivery

MarkTel assurance encompasses the following: Excellent quality and consistency Reduced turnaround time Significant cost reduction Reduced time to market 24X7 customer support services

Simply acquiring new customers is not enough to maintain a healthy bottom-line. In today's marketplace, the true value comes from the care, retention and growth of those acquired customers. You have invested a great deal to prospect and acquire these customers. Why not enhance the customer experience and at the same time increase your return on investment?

 

Fostering and growing these relationships leads to expanding your customer base and enhancing your market position.

At MarkTel we are passionate about solving our customers problems as soon as they happen. That's because we realize that for all our customers, time really is money. Ultimately, our CRM isn't a tool to service customers-it's a way to see the future. As the world becomes more interrelated, our CRM specialists and operations teams are mapping the future of customer needs and how to best address them.

TELEMARKETING SERVICES INDUSTRY LEADER

Constantly monitoring industrial trends Staying abreast with all the current technologies Perfecting our ability to size up an opportunity for any client, large or

small Maintaining a base of contacts that lets us create an ideal solution for

any situation Offering the fastest turnaround possible: less than 24 hours with a

benchmark of 10 minutes Representing several Call Centers, including what the industry refers to

as its award winning "Top 50 Call Centers" -- connecting our clients to only the most recognized and effective providers

Saving our clients the immense amount of time required to identify the right call center.

You receive these services for free because the call centers cover all the fees. We help you find the best course of action, for your telemarketing/telesales needs. We provide high level of satisfactions to our customers and our sole target or say goal is, to increase the rate of Return on Investment (ROI), of your organization.

OUR SERVICESOur comprehensive Internet Sales & Marketing services ensures that we generate significant revenues for our clients and provide a Return on Investment as fast as possible from the date of commencement of the respective outsource service. We have an expertise in forming different strategies for sales and marketing which include:

Data Entry Email Marketing Chat Support Services Out Bound Telemarketing Services In Bound Customer Care & Up Selling Services Website Designing & Web Development Services Website Hosting & Domain name Registration Services

EMAIL MARKETINGWe at MarkTel provide a very reliable and flexible system that responds promptly to the customer queries. Combined activities like direct mailing and call center follow-up together, can more then double your normal response rates. To increase the efficiency levels, these activities should be well focused and should involve timely use of telephone, as a means to lift overall direct mail response.

Direct mail campaign is a resource intensive business, if all the essential elements for success are carried out properly. Outbound call centers, execute and follow-up every aspect of your direct mailings, by providing specialized services.

The Customer Service Representatives (CSRs) communicate directly with the customers, dealers, distributors and business partners with a customized campaign. If direct mail is used to generate leads, then Direct Mail Follow-Up can considerably increase quantity and quality of the produced leads.

INTERNET CHAT SUPPORT

24/7 Service available no more lost sales. Professional Chat Executives hired and trained according to your specifications. Our Chat Executives promptly answering live chat requests on YOUR website. Highly efficient! - one Chat Executive can handle multiple chats at the same

time. No foreign accent problems in a typed chat. Ability to proactively initiate chats, push surveys, co-browse, etc. Use the chat transcripts to update and improve your knowledgebase. No busy signals or on hold delays for your customers. Customers with dial-up ISP access can stay online while receiving live support. No expensive telecom equipment, toll free numbers, or extra office space. Better customer service means MORE SALES! Provide a reliable source of first hand information of your products and

services. Support Resource Management. Online support executives assist customer from any location at any time.

OUTBOUND SERVICES

We provide Outbound Telemarketing Services which comprises of an innovative Call Center Setup, equipped with all the latest tools, which enable us to make successful marketing calls for your products and services.

Each Outbound Call is recorded so as to ensure that the quality of the Outbound Calls made from the Call Center, are not deteriorated at any stage of the ongoing conversation between the agent and the prospect customer.

Our experience and expertise in handling Outbound Call Center Services makes it possible to successfully accomplish, each project we undertake for marketing and sales of the products and services, offered by you.

We have a state-of-the-art outbound call center infrastructure, which enables the companies associated with us, to be assured of a solutions-based approach which meets its telephonic and e-commerce needs, related to a particular product campaign, and its successive promotion.

The Outbound Call Center, offer solutions that can be tailor-made as per the client requirements. They offer fully integrated solutions, for acquiring more customers, and building a stronger customer base, helping to launch the product and build awareness in the relevant market.

Outbound call centers provide exclusive product promotional support, to customers with the help Tele-services. They help to generate momentum and expand new customer base along with creating awareness and excitement amongst the target , for the new products, introduced by the clients. Outbound calls made to target audience, consist of promotional product messages, which are in consistence with the company's individual product promotion strategies.

THE SERVICE ALSO SUPPORTS

New product launches and line extension introductions

Product recalls Product advisory notices New product indication announcements Product hotlines Outcomes Research

INBOUND CUSTOMER SERVICES

MarkTel Corporation offers Inbound Customer Services 24 hours, round the year. Hence now we shall not let you miss your important business calls, as the responsibility of satisfying your customers is efficiently shouldered by us. Our Inbound Call Center is equipped with state of the art infrastructure and latest software programs.

Every single call, routed in our Inbound Call Center, is handled by highly trained and professional CSR i.e Customer Service Representatives who makes sure that at the end of the call, your precious customer is satisfied, and gets the right information for all his inquiries.

MarkTel Corporation Inbound Service, is the way where you can keep your business on the go, even when are not available, to serve your customers. Our Inbound Customer Service Agents will answer the calls, on your behalf.

MarkTel Corporation Outstanding Inbound Customer Service is proved to be effective as compared to the other Inbound Call Centers around the globe. Offshore Inbound Call Center Representatives, handle your calls efficiently, and according to the way you want them to. You will get time to establish new customers on the board and we will relieve you from making any "Extra Efforts" to retain your current customer base and hence you can concentrate on your core business developments, rather than satisfying your present patrons of business.

Outsourcing your Call Center needs and letting us handle your customer will lead to higher levels of satisfaction for your customer in turn yielding productive benefits for your business. Whether you want us to answer 100 calls or 10,000 calls, our Inbound Call Center Service, is always competitive and it eventually proves to be, a professional extension of your business.

INBOUND CUSTOMER SUPPORT SERVICES

MarkTel has a proven track record in the development of a complete turnkey customer relationship management program to get you the results you need and expect. Customer Relationship Management utilizes people, processes, and technology to integrate every area of business that touches the customer; namely, marketing, sales, customer service and technical support.

Every successful business focuses on three key elements in their relationships with their customers. 

Customer Acquisition Customer Care Customer Growth 

Simply acquiring new customers is not enough to maintain a healthy bottom-line. In today's marketplace, the true value comes from the care, retention and growth of those acquired customers. You have invested a great deal to prospect and acquire these customers. Why not enhance the customer experience and at the same time increase your return on investment?  

Fostering and growing these relationships leads to expanding your customer base and enhancing your market position.

WEB HOSTING DOMAIN REGISTRATION

MarkTel provides one of the highest levels of security and stability thanks to its partnership with the leading hardware manufactures out there. We strive to ensure maximum data protection and uptime for our customers' web sites, that's the reason why we have added a specially designed anti-DdoS device to protect our network from unfriendly outer attacks.

MarkTel maintains a high-performance hosting platform. This means that our in-house built hosting Control Panel has been especially optimized to operate in total synchronicity with the rest of the software installed on the servers. Our engineers are monitoring the services 24 hours a day to ensure maximum security and accessibility

HARDWARE & SOFTWARE TECHNOLOGY PARTNERS OF WEB HOSTING SERVICES

OUR TECHNOLOGY

Automatic Call distribution

ACD

Interactive Voice

ResponseIVR

Private BranchExchange

PBX

Voice Over IPVOI

P

Predictive Dialing

UnifiedMessaging

Software Phone

Web Interaction

Management

E-mailManagement

Remoteconnectivity

Customization

Multi-siteCapabilities

Real timeSupervision and Alerting

Reporting

Call Recording andMonitoring

Text- to-Speech and

Speechrecognition

Fax Services MainframeConnectivity

DatabaseConnectivity

Agent-sideVisual Call Scripting

INFRASTRUCTUREOur infrastructure & location is most favorable as it is near to most of its competitors, which enables us to keep a track on the strategy adopted by our competitors. Hence we can plan our strategy after considering the strengths and weaknesses of our competitors.

Our infrastructure is spread in major areas throughout India and is proficient in terms of Internet connectivity, power, proximity to key amenities, talent availability, quality of employee, costs, state receptivity along with law & order.

THE INFRASTRUCTURE INCLUDES

Uninterrupted and back up power supply Fully redundant voice and data communications with

security. Dedicated high speed internet connectivity Scalable capacity Multiple Leased fiber optic circuit from India to US,

Australia and Europe Duplicated system to ensure uninterrupted call

reception and uninterrupted internet connectivity

DATA SECURITY

Manned and logical data security at entrances Layered access to physical locations and data Commercial grade firewall Network intruder detection system for extra data

security Layer 4 switching with advanced router module for

intelligent data routing, monitoring and security

OUR ASSETSCall Center Agents are the main ingredients of success in any Call

Center. MarkTel understands this; we are a Certified Call Center and hence our certification is one of the key attribute of the organization. We put in practice the best Customer Relationship Management (CRM) Services.

We understand the importance of the training sessions we perform for our Call Center Agents and we explain them the fact that “product is only as good as those delivering it”.

Hence we train our Telemarketing Agents with state of the art Interactive Training Programs developed by International Telemarketing experts, thereby allowing each staff member to benefit from hands-on training prior to dealing with live calls. When it comes to Telemarketing Services our team is made up of Telemarketing/Telesales experts.

MarkTel firmly believes in the importance of training, learning and creating high benchmarks of achievements attained through determining, outstanding standards of calling. Training inputs are imparted to every call center agent on an ongoing basis to maintain enhanced performance levels and individual growth.

Since learning and development is a continuous process, special attention is paid to the requirements of the candidates in terms of knowledge, skills and attitude. The following programs and workshop are mandatory for all the Associates of our call center:

Telemarketing skills Listening Skills Telephone etiquette's Customer relationship management Communication and Team Effectiveness Team Building/leadership skills Time Management

Training is a continuous process that begins with fundamentals and philosophies and expands with e-commerce, customer services & e-business solutions. Through product knowledge and Internet marketing research we train our call center staff in order to get the best results.

High Emphasis is payed on product knowledge and role-playing. We encourage our clients to be involved in the training process, as they can be instrumental in sharing background and real life experiences.

RECRUITMENTA team member is selected after rigorous rounds of written tests, group discussion, mock calls and personal interviews and has skill like:

Conversational ability and English grammar Accent, Pronunciation, and Voice modulation Pro-activeness and Self-confidence Responsible and Responsive Alertness, Learning capability and Persistence Tele-etiquettes Dedicated and Hard worker Sensitization to Western culture

TRAINING

A 2-3 weeks of training after Selection in the following modules:

Cross Culture Modules: The customer Mindset, A brief history of the country, Business and Economy of the country, Sports and Monuments in that country.

Skill Modules: Effective Tele Marketing and Sales, Phone etiquettes, Customer Service, Team Building, Inter personal skills, Accent neutralization.

Refresher training for the operation staff is also held regularly after taking a feedback from the respective Team Managers. The training then is specific to that individual and his weak point.

Program Specific Training is conducted for effective performance of the program on floor.

M A Rahim Khan

Managing Director

Syed Riaz UddinBusiness Development Director

M Khizer Ali Akber Center Manager Mohammed

RiazManager Projects

Management Biography

M A RAHIM KHANMr. Rahim Khan has completed his Bachelor Degree in

Commerce in the year 2000 and stepped wisely in the industry with marketing and IT skills. After extending his knowledge and skills as an employee of Bharti Airtel, Reliance Infocomm, and Idea cellular for five years in telecom Industry he realized his inborn quality to become an entrepreneur.

His success and Business ethics gave the principal companies confidence of establishing a Business Process Outsourcing. With a dynamic and computer savvy skills As a Managing Director he has developed strategic initiatives to expand competencies of an interactive BPO company. Advising executive management on strategic direction. Creating a comprehensive business plan and financial projections for a new business service.

On a lead role Mr. Rahim Khan is responsible for the all aspects of Operational Development. with years of experience in the BPO, He is been idle responsible for the all aspects of Business Development for MarkTel. He is responsible for the company's development & evolution of its overall business strategies.

SYED RIAZ UDDIN

Syed Riaz uddin graduated with an M.B.A. with emphasis in marketing and business strategy. possesses Ten years of engineering, Building construction experience.

MOHAMMED KHIZER ALI AKBER

Akber has a healthy experience of 7 years working with various Contact Centers in the BPO field. He is MBA in Human Resource & Marketing Management by academic qualifications.

He brings to MarkTel a tremendous amount of experience in call center management and training after working with several outstanding companies like GE, 24/7 and Nipuna.

His wealth of experience and process and systems adaptation uniquely equips Akber to lead the critical steps to successful business implementation achievement for MarkTel.

MOHAMMED RIAZ

With an impressive professional personality and 4 years with the industry, Mohammed Riaz has set up remarkable example for the industry.

He has set up ideal mile stone and a benchmark for the all those who are young, professional and have a vision. Currently working as a Project Manager with MarkTel

CONTACT DETAILS

THANKS FOR YOUR TIME AND PATIENCE….

Ph: +91-40-6644 6315Ph: +91-40-6644 6317Ph: +91-9989 00 0010

E-mail: info@marktelsolutions.comWeb: http://www.marktelsolutions.com

MarkTel Corporation.

# 306, Third FloorPurni Plaza,

Above Maharashtra Bank, Khairtabad Hyderabad.

Andhra Pradesh, India – 500 005