Flatworld Solutions is headquartered in the Silicon Valley of India, Bangalore, famous the world over for being the hub of outsourcing activity.

Our customers are located in the US, Canada, UK, Norway, France, Australia, The

Netherlands, Switzerland, Israel, India, Sweden, Germany, Brazil, Ireland and UAE.

Our Execution centres are located in Bangalore (multiple locations), Pune, Mysore, Philippines, Kenya, Peru, Bolivia, Paraguay, Argentina, Columbia and Mexico.

We provide a complete Contact Center Solutions with includes Inbound, Outbound, Technical Support, Email, Chat, CCTV Monitoring, CATI, Data Entry etc.

Flatworld provides Multilingual Support covering 9 foreign languages which includes : English, Spanish, Portuguese, German, Arabic, Mandarin, Italian, Russian & French.

A HISTORY OF GROWTH

PeruLima Bolivia

La Paz

INDIABangalorePuneMysore

PhilippinesDavao City

Customer Locations FWS Global Delivery Centers

Flatworld Solutions Inc USA

Flatworld Solutions Inc UK

Flatworld Solutions P Ltd. India

Bogota -ColumbiaKenya

Argentina

Costa Rica

System and Tools

FLATWORLD INFRASTRUCTURE & SECURITY OVERVIEW

• Firewall: CISCO PIX and Fortigate• Access control: Biometric and proximity• Power Redundancy: All systems backed up with UPS and

generators• Internet Redundancy: Multiple ISP with stringent SLAs • Business continuity solutions across multiple locations and

cities

• Cisco PIX firewall• 3DES support for secure VPN communication• Mcafee Enterprise suite for Virus prevention and cure• Spam filter for Internet access & mail server• URL filtering application from surf control• Physical access controlled by access control• VLAN based network (for different groups, processes, servers,

etc.)• Restricted Internet Access based on Domain Authentication• Logging of Internet Access at user level• No Mail & Internet access at Agent’s desktops• External storage media and printing facility disabled at agent

stations• Profile based Desktop access which allows access to only

required minimum applications. No data storage access at local machines.

• Centralized server based storage.• File system access policy based on user authentication

• Mobile Reporting App• Flatworld HRM App• CRM• Chat Application• Knowledge Base• Quality Dashboard• Survey Application• Dialer / 3CX Phone System• Call Recording

Mobile Reporting App

The first ever business process outsourcing mobile app of its kind for our customers and can be customized to get real time and secure access to individual projects and results –

Graphical representation in the form of Pie, Line, Bar/Column, Combination & many more. It also can be differentiated in various levels and can be categorized as per time intervals. For E.g. – Real Time, Daily, Weekly, Monthly, Quarterly & Yearly

Overall this app would help for real time monitoring, graphical insights, visibility into the process, easy & immediate feedback etc.

This is mostly used by internal employees to manage leaves. This happens on a real time basis giving the project & people enough time to plan actions accordingly. This is another reason which helps us to stay ahead of the competitors in terms of employee satisfaction as our attrition rates are very minimum.

Flatworld HRM App

SALESFORCE – CUSTOMER INFOINDEX

Phone Number Account Name Provider Name Created Date Account Status

The desired account is selected and the customer’s account is verified using the Account Name, Phone Number, Email Address and the Mailing Address.

SALESFORCE – BILLING & CASE DOCUMENTATION

The validity of the plan is verified on the Plans section by selecting Billing Console:

The transaction details can be viewed on the Transaction section also by selecting Billing Console:

Live Person Chat Application

Before the Chat Session

During the Chat Session

K-BASE – BROWSER VIEW

QUALITY DASHBOARD

Week 1 Week 2 Week 3 Week 4 Week 50.0%

10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%

0

1

2

3

4

5

6

Quality Score - Weekly Trend

Agent 1 Agent 2 Agent 3 Agent 4 Agent 560.00%

65.00%

70.00%

75.00%

80.00%

85.00%

0

1

2

3

4

5

6

5 5 5 5 5

Agent Wise - Quality Score

Axis

Title

Week 1 Week 2 Week 3 Week 4 Week 50

5

10

15

20Defect Count - Weekly Trend

12%18%

58%

12%

Defect - SPLIT

Call Opening Process & ProductSoft Skills Call Closing

SURVEY DASHBOARD

DIALER / PHONE SYSTEM

OUR MODEL OF ENGAGEMENTFixed Pricing: In this model of support Flatworld would deploy the required number of resources. This model ensures for a quick setup and more focused approach while execution. Each resource will work for 168 hours per month and would be dedicated solely to one client.

Our Offer Includes:

A team of qualified representative best suited for the project. A project management team with an accumulative experience of 35 years. A training team to train the agents on Voice & Accent, customer service and sales skills. A Shared QC team to monitor the agents calls and give constructive feedback. Automatic dialer and CRM to receive and make calls. Includes the telecom expenses. Access to customized reports which will give a clear picture on the team’s productivity and performance. Access to 100% call recordings Other Benefits: Flatworld being a one Stop Shop can assist in several other business requirement. E.g. Software and Web development.

(Please refer : www.flatworldsolutions.com Capability to support 12 foreign languages.

o English, Spanish, Portuguese, German, Arabic, French, Italian, Japanese, Cantonese, Mandarin and Hindi

Take a Virtual Tour

http://youtu.be/E5ki1Rzqx5Y

HOW CAN WE HELP YOU TODAY?

Michael.Hermano@flatworld.com.ph

United States : +1 609-945-1685Philippines : +63-917-704-7077

www.flatworldsolutions.co

m www.outsource2india.com

ajit@flatworldsolutions.com