Avalamb Services Pvt Ltd is one of the leading Consultancy &

Facilitation Company having 3 decades of combined experience in the

arena of Contact Center, Recruitment Services, Training, Background
Verification & Payroll Management.

Our team consist of Executives who have served top corporates at

Senior Management level before starting this venture.
At Corporate Avalamb, we believe that embracing and living the values will
ensure the business continuously improves. Key values that are entrenched in
our DNA are :
Respect for the clients’ needs:
✓ We carefully Comprehend and Document the requirements to ensure ZERO
Ambiguity.
Committed Deliveries:
✓ We chart out SLAs at start of the relationship and adhere to it religiously.
✓ We understand the value of Client’s time and hence do multiple filtrations for
all the solutions before we put that on to table.
Humane Touch:
✓ We believe that client satisfaction can be delivered only if the person
delivering it is Satisfied. Hence, just as Every Client is IMPORTANT to us, same
way each one of our employees is PRECIOUS to us.
World class offshore Contact Center enabled services.

 Skilled Manpower with optimum cost advantage.

 Cost effective outsourcing solution.
 Best Quality service with close to 100 % accuracy.
 Quick turn around time and efficient service
 Experience of handling global customer requirements .
 A service provider with uncompromised customer services
and customer satisfaction.
 Ability and expertise to service clients from a wide range of
industries & we take pride in providing high quality services and
innovative solutions.
 As a result-oriented organization, we emphasize on research,
knowledge, creativity, advanced technology, talent & leadership
that exceeds industry expectations.
 Our streamlined methodology and process driven approach
ensures solutions which exceed the client’s expectations.
 Health
Accounts Title Plant
Claims
Payable Indexing
Processing

E-Commerce
Call Center E-
Data Entry
Publication
Incoming
Calls/Support Center

Server hunts the available

agent’s phone, once answered
patches the call with the customer

Agents
CRM
Customer makes a call Cloud Server triggers an
to the sales/support outbound call to
number/Toll-free on the Mobile/Landline number
website of the agents
You can also integrate Dialer APIs to
your CRM and create a pop up on
the agent screen
Extension Based
System

Customer makes a Call to Customer enters the

the Exophone number desired extension

Dialer connects the call to the

agent mapped to the extension
Missed Call
Campaigns

Customer gives a missed call to Pass the relevant details to

the Exophone number your CRM

Trigger a SMS as response to

the missed call
 Voice Blast

Dialer fetches the relevant data Triggers automated outbound

from your database calls to the specified customers

Your Exo Phone Number

CRM/Spreadsheet/
Database
SMS Alerts

CRM

Dialer can help you send automated SMS

Dialer fetches status Triggers an SMS to the end party/
to end party/Customer
data from the CRM customer with relevant information
● Voicemail Recording URLs
● SMS after every call/miss call
● Promotional SMS
● Campaign Updates
Anything You imagine is Possible to Sum
up, Here's what Dialer gives you

Multi Level IVR Call Outbound Highly Programmable Powerful Dashboard Daily
Recording Voice SMS APIs Email/SMS Reports
Mail Number Call trigger solutions Easy to integrate with Comprehensive &
Masking Missed call alerts CRM customizable reporting…
Missed Call Solutions Multilingual SMS… Unlimited channels App
Call Blast… Unlimited Store Comprehensive
Channels APIs
Work flows configurable
through drag and drop
Outgoing Calls

Agent dials the client’s number Once the agent picks up,
from the Dialer Dashboard Dialer triggers another call to
the client’s number

Dialer triggers an outbound

call to the agent.

The client and agent are

connected together over a call
How it works?
Option 1 (Through CRM/App portal)

2 App Triggers a call using 4 Dialer dials the 2nd leg of

Dialer API
the call to the customer

3 Dialer dials the first leg

of the call to Agents 5 Dialer pings Database
once the call is over

1 Agents Clicks on “Call”

Button in App/CRM Database Server
How it works?
Option 2 (Works on smartphones & Feature phones)

Agent Calls virtual

number (VN) 0044-
3313XXXX
Server passes on customer
1 ID to Database server

4
2
5
Dialer plays out IVR
Database Server
3
6
Database server returns
Agent enters Customer/- customer mobile number
Booking ID

Server dials the customer

How it works?
(Single leg call) using phones

Agents gets a Virtual Number

through SMS or CRM
Agents opens up the phone’s Dialer Dialer dials out the customer and
and makes a call to Dialer’s virtual connects him/her to the agents
number

1 4
080-XXXXXXXX

Based on the Agent number server

Dialer pings Your server with the
2 3 returns the corresponding customer’s
Agents details
number

Agent customer

Your Server
How can the customer call the Agent?

Customer calls the Dialer dials out the agent and

virtual number connects him/her to the caller
1 4

080-XXXXXXXX

Based on the caller’s number server

Dialer pings server with the
2 3 returns the corresponding Agents
caller’s details
number

customer Agents

Server
How Does It Work
Dynamic Number Allocation

2 3
1 GoFro Server requests Dialer
This is stored in
Dialer Dynamically assign a Unique
server with details of the Order
GoFro server number for the interaction.
to assign a new Virtual Number
(From & To Number) This is returned to Client Server and
shown to the Customer/Agent
Customer/Agent Client Server Dialer Server
makes a enquiry for
a service on Web or Number A
Mobile App

Call is connected to Agent whenever Customer

calls this virtual number or vice versa

customer A Number A Agent A

 Structured Content: Key to successful chat
For chat to work well with outside content-sources we need
Functionality structured content. There are three main elements to
chatbot interaction.
•Context — the reason for the interaction
•Intent — the purpose or goal of the interaction
•Entity — keyword property used by Dialog flow to retrieve
information
The delivery model has a robustly defined framework to manage
and operate the BPO business.

It is process specific and is mapped keeping in mind the uniqueness

that the Client wants to deliver to its customers.

It ensures minimal risk in the final output being as close to the

expected service levels.

Transition People Quality Processes

 Flaw less Transition

Phase 1 Phase 3
• Identify core team Phase 2 • Recruiting
Transition

• Create process map • Training

Develop “as is” and “to
• Client • Establishing
be” Technical requirement
Requirement on Operating &
and process required
Operations Reporting
software
• Training procedures
• Quality • Quality Setup
• Human Resources • Pilot Run

Define and agree on SLA’s

 Foundations of Operation Management: -
•Planning: Operations managers must constantly
forecast, plan, and adjust to optimize processes based
on conditions.
•Process: Production of goods or services requires
having strong, repeatable processes.
•Efficiency: Managers must troubleshoot bottlenecks,
inadequate resources, and downtimes to create
optimal efficiency.
•Cost Control: Production is typically a major part of a
company’s cost structure, and you must manage it
wisely.
•Quality: Good quality control is necessary to maintain
customer satisfaction and the company’s reputation.
Companies can greatly suffer without it.
•Continuous Improvement: To remain competitive,
companies need to have processes in place to
consistently seek better ways of doing things.
•Technology: Underlying all these foundations is
Avalamb Operation Management Benefits: technology. Well-used technology keeps a company
• Excellent Customer service ahead of the curve.
• Increase Product or service quality •Profitability: Executed properly, all the above
• Correctly-functioning processes foundations lead to a strong bottom line.
• Assess Market competitiveness
• Drive Technological based projects
• Increase Profitability
BENEFITS OF QUALITY MANAGEMENT
SYSTEMS
•Meeting the customer’s requirements,
which helps to instill confidence in the
organization, in turn leading to more
customers, more sales, and more
repeat business
•Meeting the organization's
requirements, which ensures
compliance with regulations and
provision of products and services in
the most cost- and resource-efficient
manner, creating room for expansion,
growth, and profit
These benefits offer additional
advantages, including:
•Customer focus
•Leadership
•Engagement of people
•Process approach
•Continuous improvement
•Evidence-based decision making
•Relationship management
 Undisputed Productivity : Time Bound and expected production &
delivery.
 Customized Training: Adaptability to customized training to meet your
excess demands and requirements.
 Committed Quality: Our emphasis is on TQC “Total Quality
Commitment”.
 Lowest Attrition Rate: An exciting, friendly, creative, incentive oriented
ambience and work culture ensures a very minimal attrition rate
compared to industry standards.
 Head of Operations and
Delivery

TOP LEVEL MANAGEMENT APPROACH:-

o 1 HEAD OF OPERATIONS & DELIVERY
o 1 TEAM LEADER
o 1 QUALITY LEADER
Team Lead Quality Lead o 10 AGENTS

10 Agents
KEY POINTERS FOR WFH SET-UP:-
1.WFH COMPUTER
Recommended: Provide at-home agents with laptops or workstation with built-in webcams, that are dedicated to work and dialing.
Not recommended: Personal devices, due to potential security concerns, as well as the inability to confirm technical specs and capacity
to complete work-related tasks.

2.WFH HEADSET
Recommended: Remote agents need a headset compatible with your dialer system with echo-cancellation built into the microphone
for the best possible call quality.
Not recommended: Earbuds, handheld phone, speaker phone.

3.Virtual Call Center Software

Recommended: A remote call center operation needs a web-supported dialer platform. Choose a browser-based dialer with multiple
outbound dialing modes, prioritization for inbound dialing, and built-in dynamic scripting. Provide educate support and help to ensure
seamless delivery with high standard quality.
Not recommended: Your agents shouldn’t have to worry about installing or updating software on their computers.

4.Connectivity for At-Home Call Center Employees

Recommended: Provide Wi-Fi dongle basis the network connectivity of the service provider.
Less recommended: Local Internet connection.
LANGUAGES OPERATIONS OUR OFFICE CONSIST OF
English
Hindi, Marathi, • High quality workstations – Centralized Air
Gujarati 24 * 7 Conditioning office in IT building.
• 24/7 power backup
Mumbai, Kolkatta, • 450+ updated PC’S/450+ IP Phones
Hyderabad
• 10 Global Servers and Printers / 30+ POE
300+ Switches
• 20+ Servers/64 TB NAS/Cloud Server with 100TB
LOCATIONS TEAM STRENGTH for Backup.
Contact Us

Avalamb Services Pvt ltd.,

Avalamb Services Pvt ltd.,
41/12, Sector 30, Sanpada, Navi
 403, Indravihar CHS, Plot No
20/21, Sector -20, Koperkhairane
Navi Mumabi – 400709
Mumbai 400703, MAHARASHTRA

 99205 59901
99205 52500

[email protected]
 [email protected]
THANK YOU