Customer Support Chat Process

An Australia based company looking to outsource its chat support process. Contract for 3 Year Initially Payout: AUD 7 per login hour/agent Payout Cycle: Weekly billings, invoice to be raised on every Friday and the billing will be credited by next Wednesday Payment Assurance: Recurring Bank Guarantee of one month will be provided by the client.(Optional, If the center wants the Bank Guarantee, The BG charges will be borne by the center.) No of seats per slot- 15 Registration Charges For the Chat Support Software - AUD 945 for 15 seats Shift Timing: Chat Support: EST 9 AM to 6 PM (Mon-Sat) Sign up: With the end client online, Facilitated by the Indian counterpart. Sign up Procedure: 1. Short listing of the company profile 2. Company will send the LOI and the scan copy of the certifications 3. Draft copy of the SLA will be sent to the center 4. Once the draft copy is approved by the center, the registration charges needs to be transferred to the given account. 5. Once the transfer is done, the center will get the final signed SLA for the project along with the training schedule. 6. Center receives training for 10 working days. 7. After the certification is complete, the center goes live Chat Support The call center will operate for 9 hours and 6 days a week The contract will be initially for 3 year extendable for another 3 years. Call center agents will handle the queries of the new customers. The client base will include the students of the elementary level and home based tutors. The agents will answer to their queries regarding the registration and the subscription packages.

TECHNOLOGY REQUIRED Systems- Minimum Intel Dual Core or equivalent RAM: 2GB No USB or Optical Support High Speed Broadband