Project Proposal : Naukri.com Customer Support

 

Project Objective : To engage firms/enterprises or startups/contact centres providing customer support to the existing or new customers of Naukri.com 

 

Project Duration : 35 Months . | Project Type : Inbound customer support

 

About the Company

 

Naukri.com is India’s leading job portal with more than millions of users and thousands of jobs updated every day.Naukri.com is an Indian job portal operating in India founded in March 1997. Naukri.com was founded by Indian businessman Sanjeev Bikhchandani, who started Info Edge (India) in 1995.

As of Dec 2016 Naukri.com had a database of about 49.5 million registered job seekers and an average of about 11,000 resumes were added daily while about 130,000 resumes were modified daily during the Fiscal year 2013-14. During the Fiscal year 2013-14, 51,000 corporate customers (including hiring consultants/firms) paid Naukri.com for services like database access, advertising / listing on the site amongst others.

 Naukri.com was launched in March 1997. The company was started as a floorless employment exchange. It was a database of resume, jobs and recruitment consultants. Conceived as a platform of jobseekers and hiring managers meet, the services went commercial in October 1997.`

It all started when Sanjeev Bikhchandani quit his corporate job at Hindustan Milkfood Manufacturers (now Glaxo Smithkline) and founded two companies- Info Edge and Indmark.Info Edge offered salary reports to various categories of college graduates such as engineering and MBAs. Salary reports were sold to companies, somewhere between 5000 to 10,000 INR. Sanjeev and his business partners at Info Edge operated from servants’ quarter located in Sanjeev’s home.

In 1991, The Department of Telecom (DoT) advertised for videotext services. Info Edge submitted the business plan to DoT and it was shortlisted. Reasons undisclosed, the department cancelled the pilot project. This was a setback and Sanjeev and his business partner parted ways. His partner took Indmark and he was left in charge of Info Edge

The website follows Business-to-Business and Business-to-consumer models.

Subscription fees and advertising are two ways the website generates revenue. 90 percent of the revenue earned is from the recruiters (B-2-B). 10 percent of the income sources are from jobseeker services.

 

 

About the project

 

We are looking for Business expansion and we are really passionate about it. We have always dreamt of achieving more and this is exactly what we are doing now as well.

We are looking for business partners who can join hands with us and who can deliver more in terms of business productivity and performance.

We are looking for business partners in all over India for the purpose of handling our existing customer queries and for new customer acquisition as well as handling escalations.

 We already are running our inbound support standards all over India and abroad and we are capable of taking more than 20 million calls per day, however this is not enough

 We need more…

 

Our customers do not stop ,They keep on calling us for all of their concerns queries questions suggestions as well as their demands. We have to help them every time and anytime. For this, we need to increase our contact centres their capabilities and their efficiency for handling more and more calls.This is usually done by our wide and scalable business operations where we continuously recruit new and experienced staff members and talents who help us in handling the queries of our existing customers and also help in new customer acquisition and retention.

 

We are currently looking for expansion on a Pan India level so that we can handle more and more of our customer calls and provide best possible services to our existing customers as well as new customers.

 We are looking to set up new contact centres and bpos to help facilitate the incoming call services and also to provide FCR which is first call resolution which is very important in terms of customer satisfaction as well as our new customer acquisition.

 We will select our partner Call Centres / bpos very precisely and very carefully. Since naukri.com is well known for maintaining its quality as well as in providing best support and services to its loyal customers, we really cannot compromise with the quality of our customer service and hence we are looking for setting up bpos and to partner up with such kind of Call Centres who can deliver excellent services in terms of handling our customers and resolving their queries.

 

What are we actually looking for ?

We are looking for centres and bpos who can take inbound calls of our existing customers the centre needs to be well equipped with all the necessary infrastructure and equipments required to handle domestic inbound calls within India and its union territories.

 

What kind of infrastructure the BPO needs to have ?

 

The BPO or the call centre needs to have an excellent / standard quality infrastructure everything which is needed to handle the incoming calls routed to their servers. some of the basic infrastructure requirements are:

1. The centre needs to have a minimum of 20 seats with at least 4-6 seats in Buffer. there will be no contract awarded without the minimum number of seats fulfilled(20).
2. The centre needs to have excellent power backup with uninterrupted power
3. The centre needs to have a stable internet leased line with at least 50 MBPS bandwidth .There should also be a backup lease line to tackle any unexpected errors
4. The centre needs to have domestic PRI line with PRI card to handle and receive inbound calls. there should be only one telephone number assigned to that particular PRI line with hunting facility so that the calls can be distributed to all the 20 extensions/systems.
5. The centre needs to have an excellent noise cancellation facility
6. The centre needs to maintain an extraordinary Central server to handle higher call volumes and to avoid any crash in the user database.
7. The BPO / centre should be located in a prime location in easily accessible area. also the centre needs to be located commercial building no bpos or centres will be awarded any contract if they are located in any kind of residential area or residential building.
8. The centre needs to have police clearance certificate duly issued by the local police station of that particular area where the centre is located.
9. The centre needs to have DOT/OSP licence .If the center doesn’t have the duty licence they can apply for the same and they can submit the acknowledgement during the time of signing the contract. the actual duty licence can be submitted within three months after the contract is signed with the centre.

 

How many calls the centre will receive per day ?

On an average the centre will receive 30 calls per agent per day. That means for 20 seats the total number of expected calls should be 500 to 600

 

What kind of calls will that be ?

The calls will be of :

• Our existing customers
• New customer enquiries
• Customers who are facing any kind of Technical difficulties in using our products
• Customers who can take new services
• Escalations
• Retentions
• Upselling calls
• Transferred calls
• B2B customer enquiry calls
• Business calls of customers who are looking to buy our business products like employee database.
• B2c calls of customers who are looking to buy our profile development and resume in enhancement services.

On an average the calls will be transferred mostly by the first stage centre that are located in different parts of India.

All the transferred calls will be routed depending upon the availability time of the executives on different extensions.

That means if all the 20 agents are busy on calls at the same time then there will not be any call waiting rather any calls in queue will be transferred over to our different centre in a different location.

All the calls will be of extremely high quality filtered and well have excellent voice clarity

 

How much do you get paid for working with us ?

 

We pay good, really good.On an average we pay more than 40000 rupees per seat per month. however the payout differs and varies on a lot of factors.

Some of the factors determining the payout are :

• Customer satisfaction (CSAT)
• Average call handling time (AHT)
• Call quality score
• First call resolution (FTR)
• Customer feedback
• Supervisor calls
• Transferred calls
• Escalation calls
• Customer complaints
• Customer recommendation

 

All the payments will be transferred on a monthly basis directly into the designated bank account associated with the company with which the primary contract is done. The centre can also on performance incentives depending upon the qualities scores they achieve. The incentive structure of the centre can go up to rupees 50000 per seat per month that means all together this centre can earn a minimum of 90000 rupees per seat per month

What is the total duration of the contract ?

We will sign the contract with you for a minimum period of 35 months. this contract sign up is renewable and the same can be renewed after three years depending upon the business terms and performance.

What happens if we want to cancel the contract in the middle of the project ?

If you really want to cancel the contract during the middle of the project tenure, you simply need to submit an application stating about the cancellation, reason for cancellation and we will process the cancellation request for you within 2 months of your submission of the cancellation request.

 

Please note that any of your payouts pending for the period of 2 months will be settled after the full and final settlement after the contract is cancelled and the same payout will be released within three months after your contract cancellation is confirmed.

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