TECHNICAL SET UP + CANDIADATE GUIDELINE
Critical Skills all Live Chat Agents Should Master:
• Prioritizing
• Memorizing and Recall
• Multitasking
• Emotional Intelligence and Control
• Software Navigation
• Adaptability
• Learning Agility
Candidates Requirement:
• Educational Requirement: Graduation
• Purpose of the Role: Understand Customer Issues and Provide Solution, Executes transaction as
per the prescribed timelines and follows all predefined procedures with the objective to meet the
SLA targets for the specific process within guidelines , policies and norms of Client.
• Educational Qualification Graduate Mandatory Language Requirement High Level of Fluency in
written ENGLISH, Able to converse and provide Customer support in English through various
channels - Live Chat and E-mail. Required 70 Words per Minute typing speed, screening would
be done by the Client team to hire the Candidates.
• Preference would be experience in Ecommerce areas of responsibility.
• Basic Operating System Knowledge, Knowledge of Ecommerce Products and Services, Good
Analytical Ability, Ability to navigate Common user interface elements, Good Reading Skills,
Ability to understand ambiguous information, Probe and Consolidate into useable data,
Communicate to the user in a language the user is most comfortable with (ENGLISH with High
Level Fluency)
• Candidates screening/interview is handled by CLIENT.
Connectivity Requirements:
Lease Line with 10Mbps speed
International or Global SIP Trunk with an MPLS
Desktop Requirements:
• Desktop Processor: i5 or above
• RAM in Desktop: 8GB
• Hard Disk: 500GB
• Graphic Card: 8 GB
• LCD Monitor
• Keyboard
• Mouse
• Operating System: Microsoft Windows 10 Professional 64Bit (Original, Total 35 Operating
System)
• Antivirus: Norton (Original, Total 35 Antivirus )
Server and Virtualisation:
Below mentioned configuration is required in the Dedicated Server to host Chat Admin Panel in the
premises of Call Center, Cloud Server is not allowed.
• Processor in Server: Intel Xeon Platinum 8253 16 C 2.2Ghz
• Number of Processor in Server: 2
• Total number of Cores: 32
• RAM: 32 GB
• SERVER OS: MS SERVER (Original)
• HARD DISK: 1TB
• Supported Hard Disk: 2.5in SAS/SATA/NVMe
• RAID/Storage Controller: RAID 930-8i 2GB Flash PCIe 12Gb Adapter
• Power Supply Size: 1600W/High Efficiency
• Server OS: MS Server OS 2019 (Original)
• Slots x Bays Total: 11(10) x 8(8)
• VMware Essential Plus Kit - 5 Users/Kits in Total
Establishing Connection with Client Contact Center and Call Center for 24/7 Support:
• NEC SV 9300 IP PBX
• Number of Channels: as per the number of agents
• IP Phones or Supportive Soft Phones Required to Connect with IP PBX: as per the number of
agents
Signup Procedure:
1. Company profile to send
2. Signing MOU (Online or Onsite)
3. Paying Consulting fees
4. Technical Auditing
5. Technical Specifications Verification and Screening of Candidates
6. SLA and Training
7. Advance Billing available depends on COMPANY PROFILE
8. Go LIVE
Documents Required: More Details to find in MOU
1. Company Profile
2. Directors and Management Profile
3. International DOT / OSP License and Approved Network Diagram with Lease Line details
4. Center Photographs
5. Company registration documents
