zaftigsolutions_presentation 1
                     Zaftig Solutions
About Us
Zaftig Solutions is call center solutions 
provider with an inbuilt capacity of 250 
seats. Our services are for brands and 
related to their transactions and 
engagement with their consumers and 
trade customers. Our 24x7x365 multi-
channel contact centre integrates well-
trained professionals and the latest call 
centre technology.
Zaftig Solutions
    Mission
Our mission is to plan, nurture, support, and vigilantly 
guard  the relationship between our clients and their 
customers.
Zaftig Solutions
Services
Inbound Outbound
 Answering  Services
 Appointment Setting
 Inquiry Handling  Sales Lead Generation
 Customer Service  Market Research & Survey
 Inbound Sales  Order Fulfillment
 Order Taking  Debt Collection
 Help Desk/ Technical Support  Telephonic Audit

 Interactive Voice Response Follow Ups
Zaftig Solutions
Outbound Dialing
1.  offers multiple phone 
number dialing methods like 
predictive and power 
Inbound Dialing dialing.2. High agent productivity via 
1. Dynamic call flow generation by better connect ratio.
IVR designer & call transfer 3.  Campaign/ Agent/ Skill 
algorithms. based called distribution.
2. Different IVRS flow for different 4. Alternate Numbers dialing.
inbound numbers. 
3. Pattern based routing of calls.
4.  Normal and skill based routing.
5.  Uniform call distribution based 
on skill priority & skill level. 
6. Incoming calls in a queue can 
go to multiple campaigns based 
on the selection by customer.
7.  Inbound number check as per 
skill or campaign
Zaftig Solutions
IVR Broadcasting
1. Numbers have to be 
uploaded in the broadcasting 
campaign along with a voice 
file. 
2. IVR will be played and 
customer listens to it with 
different options to choose 
Dialer from the IVR menu. It will 
Solution( Without prompt 2 options, if the customer presses 1 , then 
PC) call will be routed to the agents logged in the call 
1. Agent will dial a login code centre in that particular 
followed by his user code and campaign.
password to Login into the System. 3. And if the customer presses 
2. Agent will have to enter a Numeric 2 then call will hang up
disposition code after call. 
3. No PC required for this solution. 
4. A supervisor can keep checking all 
the reports & monitor the agents 
on his PC.
Zaftig Solutions
Dialer Features
 Schedule Call Backs.      
 CRM integration
 Call Transfer & Conferencing .
 Customer info capturing
 Script assistance.
 Multiple DID configuration.
 Web form.
 Call Queuing and parking.
 Blended call handling.
 Supports multiple dialing modes.
 Run multiple campaigns simultaneously.
 Voice Recording & Play back
 DNC scrubbing
 Real time monitoring.
 Call Barge in & listening.
 Recycling of leads
Zaftig Solutions
Software
 Altitude Predictive Dialer Routing
 CMS Support
 Highly Structured LAN Cabling with Tyco Cate Cable
 Secured V-LAN
 Internet Lease Line with 8E1 Speed
 Quarterly Network Virus Scans with Cisco ASA Firewall
 Digital VoIP
 IBM Servers
 3750 Series Router
 CISCO Catalyst Switches
 GN Net Com Headsets
Zaftig Solutions
IT Architecture
Passport 
6480
2 CP, 2 V35, 4 IPLC From VSNL 
E1 Card & MCI
172.16.172.1
/24 
Ascom COLT-2
Line Driver
Lan : 1984Kbps
10.101. Cisco 2621    2 
0.1/16 Wan, 2 Lan
Meridian Wan : 
Option 11C 172.16.172.2/2
Cr (II) 4
on 1 Power 
Coempaq Supply, 1 
Proliant CPU,
 ML530 3 Digital 
Server Extension BayStack 
10.101.0 Card 450-24T 
Nortel .15/16 Switch
3901 24 Port 
with Switch X 8
Heads
et
Compa 200 Agent Workstation Running On 
q DHCP Range (10.101.0.50 - 195/16)
DeskPr
o SB
Zaftig Solutions
Operations Hierarchy
C H A I R M A N
C E O
G E N E R A L
M A N A G E R
R E S O U R C E S Y S T E M A S S T T  A C C O U N T S M A N A G E R M A N A G E R
E X E C U T I V E E X E C U T I V E F I N A N C E A D M I N I S T R A T I O N O P E R A T I O N S
J R  S Y S T E M S A S S I S T A N T T E A M T E A M
E X E C U T I V E A D M I N I S T R A T I O N L E A D E R L E A D E R
J R  S Y S T E M S T E A M T E A M
E X E C U T I V E L E A D E R L E A D E R
T E A M Q U A L I T Y  T E A M
L E A D E R L E A D E R
 
Zaftig Solutions
Process Hierarchy
Requirement to achieve the set targets originate here 
Zaftig Solutions
Pillar of Operations
Upper Middle Lower
Quality 
Departmen
Assistant t
Manager
Trainer
Manager
Team Escalation 
Leader Team
Zaftig Solutions
Training & Performance 
Management
 Focusing our resources on high-value calls as well as routine calls
 Rating these calls using a call scoring and evaluation form and 
calibrate your ratings with a rating team.
 Rating any customer interactions on additional channels (i.e., chat, 
email, in person, etc.) with similar scoring and evaluation forms and 
methods.
 Have incorporated customer feedback obtained from post-call IVR 
surveys into your QA process.
 Assessing the performance of each individual agent, team, 
department and the call centre as a whole and provide relevant 
metrics to all parties with a vested interest.
 Created a culture of continuous improvement by requiring peer-to-
peer evaluations and self-evaluations of calls.
 Included our QA specialist in agent coaching sessions to provide both 
qualitative (i.e., examples from call recordings, customer feedback, 
etc.) and quantitative (i.e., scores from evaluation 
forms) feedback based on the agent’s performance.
Zaftig Solutions
Training & Performance     
Management…..
 Providing concrete examples of how you would like the agent to 
improve their approach to interacting with callers if needed
 Create a remediation plan (i.e., shadow a more experienced agent, 
have a call centre manager whisper coach them, engage in self-
evaluation, etc.) for agents who consistently fail to make 
improvements based on your feedback
 Ensure that your QA specialist, customer satisfaction specialist and 
call centre manager meet at least weekly to enhance collaboration
 Supplement your on boarding and coaching sessions with 
systematic training sessions including the QA specialist, call centre 
manager and customer satisfaction specialist
 Recruiting a firm to periodically evaluate your QA process 
objectively and provide your team with an unbiased feedback and 
suggestions for improvement
 Have Leveraged call centre software with a reporting dashboard 
that provides the metrics that are of most interest to your team as 
well as call monitoring and call recording capabilities
Zaftig Solutions
Employee Welfare 
Schemes
 The statutory welfare schemes include the following provisions:
 Drinking Water: At all the working places safe hygienic drinking water is provided.
 Facilities for sitting:  suitable seating arrangements are provided.
 First aid appliances: First aid appliances are provided and   readily assessable so 
that in case of any minor accident initial medication can be provided to the 
needed employee.
 Wash Room: A sufficient number of ladies and gents washrooms are provided in 
the port area in the vicinity of the work place of the office premises and 
maintained by an outsourced agency.
 Pantry facilities: Cafeteria is provided so as to provide hygienic and nutritious 
food to the employees.
 Lighting: Proper and sufficient lights are provided for employees so that they can 
work safely during the night shifts.
Zaftig Solutions
Employee Welfare Schemes……..
Many non statutory welfare schemes may include the following 
schemes:
 Flexi-time: The main objective of the flextime policy is to provide 
opportunity to employees to work with flexible working schedules. 
Flexible work schedules are initiated by employees and approved by 
management to meet business commitments while supporting 
employee personal life needs, this facility is provided to all back 
office employees.
 Medi-claim Insurance Scheme: This insurance scheme provides 
adequate insurance coverage of employees for expenses related to 
hospitalization due to illness, disease or injury or pregnancy. 
 Transportation: The organizations provides transportation facility to 
all night shift and evening shift  employees from home till office . 
Zaftig Solutions
          Data Protection
 In order to meet the requirements of the principles, we will: 
• Observe ethical practices regarding the fair collection and use of 
personal data. 
• Collect and process appropriate personal data only to the extent that we 
are obliged to by contract or to 
• comply with any  legal requirements. 
• Ensure the quality of personal data used. 
• Hold the data only as long as we are required to by contract or by law. 
• Take appropriate security measures to safeguard personal data.
To maintain the policy we use different tools as follows:
Internet Protection – We Use Juniper SSG-5 to control unwanted internet 
access and Monitor the internet usage by content filtering and setting up 
alarm for unwanted usage this also protects against Trojan, Malware and 
Spyware attacks.
Data Theft Protection - We use Espy Key logger, to track system activity. Use  
also use USB device activity analyzer to get the real time USB usage 
details. We also centralized network monitor tool to track real time data 
transfer.
Data Backup -We use Back up utilities to backup data on regular basis on DVD, 
Centralized Backup Servers.
Data Recovery -We use Stellar Phoenix & Recover My File to recover our Data 
if needed.
Zaftig Solutions
Internet And Email Policy
 Internet and E-Mail Policy
 Voice mail, email, and Internet usage assigned to an employee's computer or telephone 
extensions are solely for the purpose of conducting Company business. Some job 
responsibilities at the Company require access to the Internet and the use of software in 
addition to the Microsoft Office suite of products. Only people appropriately authorized, for 
Company purposes, may use the Internet or access additional software.
 Internet Usage
 Internet use, on Company time, is authorized to conduct Company business only. Internet 
use brings the possibility of breaches to the security of confidential Company information. 
Internet use also creates the possibility of contamination to our system via viruses or 
Spyware. Spyware allows unauthorized people, outside the Company, potential access to 
Company passwords and other confidential information.
 Removing such programs from the Company network requires IT staff to invest time and 
attention that is better devoted to progress. For this reason, and to assure the use of work 
time appropriately for work, we ask staff members to limit Internet use.
 Additionally, under no circumstances may Company computers or other electronic 
equipment be used to obtain, view, or reach any pornographic, or otherwise immoral, 
unethical, or non-business-related Internet sites. Doing so can lead to disciplinary action up 
to and including termination of employment.
 If any site is required to be accessed by the employees/management, it has to be approved 
by email from our Technical department and management and then only the internet can be 
accessed. No personal mails can be opened and no messenger services are installed in any 
machines. Our HR department access www.naukri.com website for some official purpose, 
but HR department has different IP address to access the website.
Zaftig Solutions
     Internet And Email Policy  
 Software Access Procedure
 Software needed, in addition to the Microsoft Office suite of products, must be 
authorized by your supervisor and downloaded by the IT department. If you 
need access to software, not currently on the Company network, talk with 
your supervisor and consult with the IT department.
 Email Usage at Company
 Email is also to be used for Company business only. Company confidential 
information must not be shared outside of the Company, without 
authorization, at any time. You are also not to conduct personal business 
using the Company computer or email.
 Please keep this in mind, also, as you consider forwarding non-business 
emails to associates, family or friends. Non-business related emails waste 
company time and attention.
 Viewing pornography, or sending pornographic jokes or stories via email, is 
considered sexual harassment and will be addressed according to our sexual 
harassment policy.
Zaftig Solutions
       Internet Security 
Diagram
 
Zaftig Solutions
Thank-You
Zaftig Solutions