Enstaserv would provide assured level of services. The SLA Matrix would be dependent on the following factors and should be mutually agreeable to Enstaserv and Client:

We are currently servicing large base of customers. Customers call directly at our toll free numbers dedicated to the helpdesk and technical support. Based on the load pf the agent call is forwarded to the right available agent.

Based on your subscriber base, time zone of your operation, type of contract, and your customer’s call pattern, we will deploy staff in such a manner that your customers will not need to wait. In case of higher call volume, our front office will take the customer’s phone number. Our technical staff will call back that number within 30 minutes.

We normally provide service 24x7x365. Since we log all calls in our proprietary ISS (Interactive Software Systems), our agents can see previous calls made by the same customer and we can solve intermittent problems satisfactorily. We prefer to be your customer’s full time support desk.

We analyze call volume and call pattern every 15 days. There could be higher volume of calls due to cyclic surge in products purchases by customers. Based on normal situation, we staff in such a way that no subscriber has to wait for more than three minutes. Please note that all calls are answered by a human operator within 4 rings and then either passed on to a free agent or put on hold for service within 3 minutes. In case of unexpected higher volume at a certain time, our front office operator will take the caller’s information and our technical staff will call back as soon as they get free, normally within 30 minutes.

Enstaserv provides 24x 7x 365 days of operation and technical support.

90% of all the calls would be answered within a specified limit of response time. Typically all calls within the ambit of product portfolio would be closed in 30 minutes.

Average cycle time for closed request for tough query for which information is either not available or document/ brochure is under construction

For each request received, Enstaserv would acknowledge the request and within a specified time frame would indicate a definite closure time for the request. Enstaserv would make sure that 90% of all the requests by the client is delivered on time.

Enstaserv will have all the procedures in place to deliver the request against estimated time. If due to complexity of work/request it is not delivered, Enstaserv will resolve within s stipulated time frame. Enstaserv has a transparent method of working and escalating the calls if a call is not closed within a specified time.

Our Helpdesk services would measure volume of request reported by users and make appropriate plan, scheduling to excel in its services. It would also apprise the client for the same. This could be really very helpful for the client to design the manual or brochure or incorporate some more points in the document. This information would also be useful to understated the customers better and service them accordingly.

We provide support through voice (phone), email and chat. Our customers interaction system efficiently routes, responds and escalates (if need be) all types of support calls. We know that customers hate waiting, so we take extreme care to assure them minimum hold time, speedy email resolution, live chat and fast issue resolution.

We use efficient knowledge management. We maintain the product portal and maintain the interactive e-learning place for our customers. This is being maintained on a dynamic basis. Whenever a new product is added, its complete portfolio, features and technical specification is uploaded along with FAQ and warranties information.

This not only helps our customers but also helps our technical staffs. Our online knowledge base contains the common user problems/queries and their all-possible solutions. It is a fully indexed and searchable database by objects.

Whenever there is a customer’s problem that our technical staff cannot solve straight away, they look-up this e learning place and indexes. This ensures speedy and very accurate resolution of most of the subscriber problems. But if a problem is not listed in the e-learning place then the agents use their expertise to resolve it and subsequently the solution is added to the knowledge base.

We use an advanced Subscriber Call Logging package, developed in-house, to document the subscriber calls. The data can also be analyzed to give users better experience by understanding the nature of their calls.