CALL CENTER SOLUTION

CORPORATE PROFILE

 Registered Name: MetroNet Bangladesh Limited

 Year of Incorporation: 2001
 Registered Office Address: PBL Tower (13th floor), 17(New), Gulshan North C/A,
Dhaka-1212.
 Telephone No: 09612-341000
 Service Provider: Nationwide ISP & IPTSP
 Business Domain: Internet, Data, IP Telephony, Managed Service, System
Integration, Enterprise Security Consultancy & Integration, Network Architecture,
VPS Cloud Solution, Storage / Archive , Co-location DC/DR, Unified Communications
and Video Conferencing Services, SMS Solution, Enterprise Email Solution
SERVICE OFFERINGS OF METRONET

Internet
Connectivity
Dark Fiber
WAN/Data
(Layer-1)
Connectivity

IP Telephony Service Manage

- MetroTel Service

Network Design Virtual Private Server

Consultancy Service (VPS)- MetroSky
Colocation at Tier III
Data Center
FEATURES OF INTERNET FROM METRONET

 IIG Redundancy
 POP Redundancy
 Last Mile Redundancy
 Full duplex and Dedicated Internet Bandwidth
 Monitoring & MRTG
 On location Support
 24/7 Call center
 Spam free internet if client demands
OUR CLIENTS

 Banks & Financial institution are connected

 Payment Gateway are connected
 All Telecom are connected
 Utility Service Provider are connected (DESCO, TITAS, WASA)
STRATEGIC PARTNERS
OVERVIEW OF METROTEL

 MetroTel is a next generation telecommunication service from MetroNet.,It is duly

licensed and governed by the IPTSP directive from BTRC.

 MetroTel Prefix (0)9612-XXXXXX

 MetroTel utilizes the power of IP Telephony (Telephony service provided over IP network)
to accommodate voice, video, SMS and other form of multimedia communication offering
great quality of service, most competitive price and range of solutions to fit your business
needs.

 With MetroTel you are guaranteed for premium telecommunication service with most
competitive price.
PREFIX OF METROTEL

09612
Get '09612 # # # # # #'
WHAT IS CALL CENTER SOLUTIONS?

A physical location where a high volume

of customer and other telephone calls
are handled by an organization, usually
with some amount of computer
automation. Call centers typically
provide voice only inbound, outbound
and limited self-service customer
interactions.
INBOUND AGENTS

These type of call centres have agents who

receive incoming calls from people. A very
common example of this is the calls related
to customer service, where customers call
on a Hunting Number, Short code & toll-
free number and speak to an agent to get
their complaints solved
OUTBOUND AGENTS

The job of call centre agents in outbound

call centres is to make outgoing calls to a
list of people. People wrongly assume that
this is always a telemarketing or sales job.
That may not be always the case.
e.g. Companies very often require making
outgoing calls to existing customers as
well. New customers are typically out
called and informed about the details of the
company's product or service.
WHAT IS CRM?

Customer Relationship Management

(CRM) is a strategy for managing all your
company's relationships and interactions
with your customers and potential
customers. It helps you improve your
profitability. More commonly, when people
talk about CRM they are usually referring
to a CRM system, a tool which helps with
contact management, sales management,
workflow processes, productivity and
more.
WHAT IS THE TICKETING SYSTEM?

An issue tracking system (also ITS, trouble ticket system, support ticket, request
management or incident ticket system) is a computer software package that manages and
maintains lists of issues, as needed by an organization. Issue tracking systems are
commonly used in an organization's customer support call center to create, update, and
resolve reported customer issues, or even issues reported by that organization's other
employees.
CREATING TICKET
SAMPLE IVR TREE

09612 XXX YYY IVR Greeting Language Selection

Bangla (1) English (2)

X Y Z

Your call is being transferred to

our Customer Care Officer or
Waiting Message
FEATURES OF CALL CENTER SOLUTION

Prime features:
 Inbound/Outbound/Blended call campaign
 Multi campaign support
 Integrated call recording
 Predictive dialing
 Multi IVR menu, Time Based IVR
 Scheduled Callbacks: Agent-Only and Anyone
 Web-configurable IVRs and Voicemail boxes
 Ability for an agent to call clients in succession from a database through a web-client
 Ability to open a custom web page with user data from the call, per campaign
 Ability to broadcast dial to customers with a pre-recorded message
FEATURES OF CALL CENTER SOLUTION

Additional Features:
 Ability to park the customer with custom music per campaign
 Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
 Ability to start and stop recording an agent's calls at any time
 Automatically dial unlimited alternate numbers per customer until you get an answer
 Ability to schedule a callback with a customer as either any-agent or agent-specific
 Definable Agent Wrap-up-time per campaign
 Ability to add custom call dispositions per campaign
 Ability to use custom database queries in campaign dialing
 Recycling of specified status calls at a specified interval without resetting a list
 Lead import web-based API
 Web-based administration
FEATURES OF CALL CENTER SOLUTION

Supervisor Features:
 Ability for managers to listen-in on agent conversations
 Ability for managers to enter conversations with agents and customers
 All calls are logged and statuses of calls are logged as well as agent time breakdowns
 Ability for managers to change the selected queues for an agent
 Web-based data export utilities
 Separate Time-clock application to track user work time
 Several real-time and summary reports available
 Real-time campaign display screens
 Skills-based ranking and call routing per inbound group(queues) and campaign
 Queue Prioritization per campaign and inbound group
 Single agent call queuing
 Ability to set user levels and permissions for certain features and campaigns
 Agent shift enforcement by day and time, defined per user group
FEATURES OF CALL CENTER SOLUTION
Agent Features:
 Custom Music-On-Hold and agent alert sound
for inbound calls
 Ability for agents to select a Pause Code when
they are not active
 Ability for agents to control volume levels and
mute themselves
 Ability for agents to view the statuses of other
agents on the system
 Ability for agents to view details for callsjj in
queue that the agent is selected to take calls
from
 Ability for agents to select and click to take
calls in queue from their agent screen
 Multi-function web-based agent API allowing
for control of agent sessions including click-to-
dial outside of the agent screen.
 Support Ticket System and Email ticketing
 Reusable replies with canned responses
 Automatic email notifications
 Ticket views
 Assign ticket to responsible person
 Add watchers to a ticket
 Send outbound email
 Export tickets
 Time tracking
 Logs of entire ticket
 Ticket management features will be available for up to
100 users
 Customized group assignment (with email notification)
 Customized list of ticket statuses (e.g. Open, In
Progress, etc.)
 Option to export ticketing log to Excel )
FEW OF OUR VALUED CLIENTS (HOSPITAL & HEALTH RELATED)
FEW OF OUR VALUED CLIENTS
CUSTOMER SUPPORT

MetroTel Advanced Support Helpdesk:

 24*7 smart supports
 Ticket ID generated within few minutes
 Lowest resolution time
 Contact Number: 096 1234 5678
Md. Shohel Shikdar
Vice President and Head of Telecom
+8801711958087
shohel@metro.net.bd
www.metro.net.bd
PBL Tower (13th floor), 17(New) Gulshan North C/A,
Dhaka 1212, Bangladesh