::AZURE Knowledge Corporation Pvt. Ltd.::

Team Strength
Process Fidelity
Process Management
Human Assets
Staff Training
Infrastructure
MIS & Reporting

All senior Azureians are top-notch professionals from world-renowned business schools and companies in the CRM Industry. They come with wealth of knowledge and great experience in the field of their expertise. Azure's senior staff members have grown with the Company and hence, Azure is proud to be retaining its staff with various growth plans, both lateral and horizontal.

Azure has been also promoting its Managers to attend trainings, seminars and conferences within and outsideIndia, such that their enhanced knowledge and skills can be beneficial to both, the Manager and the Company.Azure is proud of its human asset, which is the lifeline of any call center.

The Azure team comprises of graduates and post-graduates, with experience level ranging from 6 months to 7 years in the client service/telephonic interaction industry.

Azure centers are located in Ahmedabad,Guangzhou, and Philadelphia, attracting global human resources. Hence, Azure can recruit executives versed in regional languages.Azure's Recruitment Department already has a database of a strong 200,000 candidates from various regions of India, China, US, and Kenya.

100% of all transactions/calls made are recorded
Unit Testing and System Testing by Data QA team on the data by running it through different routines and programs
Data delivery at 5%, 20%, 50% and 75% project completion of projects for validation from client and early correction
Adherence to all federal, state and industry standards and guidelines including FTC, MRSS and ESOMAR
ISO 27001 certified processes with ISO BS 7799 Data Security Standard implementation
Dedicated Quality Control and Quality Audit teams for each process and domain Technology

Azure provides dedicated Process Management teams with the relevant experience and expertise for handling each client process. All Azure Process Management teams possess the following features:

Strong focus on processes and structure using comprehensive business modelers
High-end project management abilities, use of PERT, CPM and Six Sigma approach from project planning to delivery
Striving towards COPC compliance and International Quality Guidelines/Norms
Extensive Business Contingency and Disaster Recovery Model
Advanced SOP defined and documented for each project
Comprehensive 145 point checklist for voice and data quality assessment
Constant drive to upgrade and increase the skills of agents
Trainings and workshops conducted by industry experts

An Azureian is selected after rigorous rounds of written tests, group discussions, mock calls and personal interviews. The selection ratio at Azure has been 1/110 applications. The qualities prevalent in each Azureian are:

Conversational ability in English and other widely spoken Indian Regional Languages like, Hindi, Marathi, Kannada, Telugu, Tamil, Gujarati and Bengali.
Accent, Pronunciation, and Voice modulation
Graduation and certificate / relevant industry experience
Pro-activeness and Self-confidence
Responsible and Responsive
Alertness, Learning capability and Persistence
Tele-etiquettes
Dedication and hard-working
Approvable social interaction skills

Selected candidates undergo a 2-3 weeks of training in required skills and knowledge modules:
Two pronged training - specific to Inbound and Outbound Campaigns:

1. General Industry based and refresher training

Effective People interaction, Data Collection, Interviewing, Tele Marketing and Sales,
Phone etiquettes, Customer Service, Team Building, Inter personal skills, Accent neutralization for all.
Refresher training for groups to keep in pace with technological and other changes
Refresher training for individuals based on reports and identified weaknesses.

2. Campaign specific training

Before the formal launch of any campaign, an exhaustive Campaign Specific training is conducted for effective performance of the campaign on floor, over and above generic training Azure exercises different strategies for each campaign. Only on the completion of successful test module, a CSR is allowed to work on a particular campaign.

High-end Servers and Workstations from IBM and HP
High-end voice and data switches from Nortel and Cisco
Multiple International Routes via redundant IPLC, VcIPLC and VOIP circuits
Proven & Scalable Predictive Dialers for efficient outbound calling
US-end equipments housed NAP ofAmericas, one of the largest and best co-location facilities
Unified Threat Management Systems for IT security, Anti-virus/Spamming and Firewalls
Redundancy in Power Supply throughEnterprisePower Management Systems
Data backup using Heart-beat sync technology
24 by 7 hands-on technical support

Since the transformation of data to usable information and information to applicable knowledge is crucial to the knowledge services industry, it is important to extract the right data and present it in the right format for analysis.

Here are some of the reports we generate:

Desk/CSR/Campaign/Service Reports

CSR Working Reports	MIS Reports
Call Detail Reports Agent – wise Login & Talk Time Report Floor Attendance Report	Requirement-wise Reports Problem specific Reports Demographic Reports Feedback Reports Callback details Product/service reports Client specific customized reports