Profile

User Profile

INTRODUCTION

KNOCK Communication & Technologies (KCT) is the newly growing company in Pakistan. The call center/ BPO has a capacity of over 20 seats (per shift) and is located in the Anique Arcade I-8 markez, which has the most advanced and most secure infrastructure in the whole of Islamabad.

These are the some of the companies we have been dealing with:

• UK mobiles
• UK based Electric company (E4B)
• American based dish network
• United nations data entry
• Canadian based mobile company


KCT is a BPO that delivers…

We are committed to providing the top notch and world standard customer services and back-office support to our clients. We have the ability to provide back-office support to a multitude of departments of our clients, e.g., Human resources management, Accounts, order processing, telemarketing, help desk, tech support, etc. our highly trained and experienced and teams are available 24 x 7 !!!

Our facility has a potential capacity to accommodate almost 105 agent’s rounds the clock! That means, so no matter what region of the world you are from, we are awake and ready to do your work.

The Senior Management at KCT has had an ample amount of experience in international customer services and back office management, having served client for both, the North American continent and Europe. A major portion of our facility is our training area, where we provide refresher courses and webinars for new product & for clients that we may be starting to work on very soon.

Our motive is to develop a business process outsourcing center for those that value work.
We would like show you how it is possible for a completely different organization to feel exactly the same about your business as you do yourself. We wish to provide you with the services that are better and at the same time, reduce your costs to an immaculate 50% of your current cost!

Our trust is in our work…
Give us a trail and let us show you how….



LOCATION

KCT is located in I-8 markaz, Anique arcade in Islamabad, the capital of Pakistan. Anique Arcade is situated in the highest security zone of federal capital of Pakistan.


INFRASTRUCTURE

It is a purpose built and well managed facility which has the following infrastructure:

• Centrally air conditioned
• Stable electric supply
• Generated for back up main supply
• Fiber connectivity
• Bandwidth availability from PSEB (Pakistan Software Export Board)
• Availability of security staff on 24/7 basis
• Adequate and secure car parking for workforce of Anique arcade

KCT FACILITIES

Following are the salient features of KCT call centre:

• 20 seats on the floor for agents per shift.
• Router, firewall, servers and appropriate numbers of switches
• Chief Executives office
• Telephone exchange
• Duplicated air-conditioning of the floor with split air-conditioners
• UPS’s for the entire IT Equipment

CORPORATE STRATEGY

KCT ltd is constantly driven by the passion to out perform. It’s a passion that extends to all facets of KCT. And across communities clients, employees and others stake holders.

VISION

Our vision is to be model of success for business process outsourcing in offshore markets. We listen, we talk, we process and we find solution.


CORPORATER GOALS

• To deliver the highest value of quality, customers services and convenience for each client.
• To focus on hiring qualified educated individuals
• To continue to develop them each client through courses, seminars and on-the-job training.
• To invest in cutting edge technology to meet and exceed each client’s expectations.
• To respond rapidly to each client’s constantly changing needs, as well as to change in the call center industry.
• To be partner with each client to produce the most cost effective result possible.


CORPORATE VALUES

• We succeed through satisfied customers.
• We deliver quality and excellence in all we do.
• We use technology to develop market leadership.
• We values and empower our employees
• We behave responsibly as a corporate citizen.

PHILOSOPHY

Our philosophy implements innovative and evolving procedures to ensure that we are at the top of our game. Through our training, we have created excellent team leaders who now manage their teams to succeed and achieve the set targets well in time.

CULTURE

The culture of KCT can be summarized as a performance-driven culture, where good work results in more work and more reward and benefits.
BUSINESS STRATEGY

MISSION

KCT is dedicated to enhancing customer productivity by providing superior technical support and coordinating support efforts with others production groups. We focus on our customers by delivering high-value support services and by fostering teamwork and continuous improvement in everything we do.

BUSINESS OBJECTIVES

• KCT has achieved the revenue growth this year and expects to increase it accordingly in the coming years.
• Expand call center from 20 seats to 100 seats during this the next year.

COMPETENCIES

• KCT committed to providing the highest level of quality and accuracy in our work to our BPO clients, observing extremely strict targets in accordance with the designated turn-around-times.
• Maintaining our SLA is our highest motive in our BPO and call center work, making sure we do not fall behind your projected targets.
• We are fully committed to building a relationship of trust with our clients and we do this by providing the highest guarantees of confidentiality
• We think and act globally for clients and implements only the most effective procedures.
• Our internet backbone is over Fiber optic, with a redundant satellite link.


FUNCTIONAL STRATEGY

INFORMATION SYSTEM

• The Information System developed is aligned with corporate and business level objectives.
• There is an integrated approach among business units as much as possible.
• Our development team has developed totally automated information systems and we are not using any paper work in our company.
• We have implemented soft phone solutions and have P4 computers with advanced headsets,


RESEARCH AND DEVELOPMENT

• KCT being a technological leader, R&D/technology strategy is critical for its performance.
• We are improving our R&D capabilities by having strategic alliances with our major technology vendors.
• Our R&D teams always try to reduce the cost to maximize the profit. We have developed our own CRM applications and dialers.

FINANCE

• KCT financial strategy sets out how the company wants to structure and manage its finance, looking forward over a five year period, and to ensure this fits with and supports the direction of the company’s objectives.



MARKETING STRATEGY

The marketing strategy of KCT is accommodating the business strategy of focus. We are offering new rates to attract new customer as keeping existing customer

HUMAN RESOURCE

KCT hiring and training processes that enable only the best to enter the company. We hire professionals according to the client’s requirements so that they could meet their specific needs. Our people are highly skilled and have a fairly impressive proficiency level in at least two languages.

ORGANIZATIONAL STRUCTURE

PRODUCT PORTFOLIO

CALL CENTER SERVICES

INBOUND SERVICES

Customer support
Order processing/status
Product inquiry registration

OUTBOUND SERVICES

Marketing/sales reseller and consumer accounts (reduce customer acquisition costs)
Welcome calls and upgrade programs
Lead generation programs
Cross/up-sell

BPO SERVICES

We provide integrated outsourced service solution for complex business processes and business functions. These complex services and applications include documents management, conversion of paper documents to electronic formats, cataloguing and storage, database management, inventory and warehousing, sales and entry, project management and costumer support through call center operations.

These services are provided from our well devolved and flexible off-shore facilities that are equipped with capable staff and world class facilities to handle large volumes of workload with accuracy and with a rapid turnaround.

By utilizing a virtual delivery model, we enable our customers to save about 50 percent of their operational costs in these areas.

Following services can be outsourced to our facility:

MEDICAL TRANSCRIPTION

KCT offers medical transcription services for health care services providers. We have developed a national and global network of transcription resources connected and managed with an advanced internet-enabled workflow monitoring system. This unique approach is optimized for customers with large, high volume transcription needs requiring a capacity-rich partner that can accommodate huge lines of transcription with speed and accuracy

HUMAN RESOURCE MANAGEMENT

We can manage your human resource management functions requirement and provide services in the following areas:

• Personal Records
• Personnel Profiles
• Management of recruitment processes, receiving resumes, short listing of applicants, schedule selection activities, detailing line managers for recruitment related tasks, documentation of selected applicants etc
• Management of travel documents and accounts
• Management of personal leave, health and other records
• Develop appraisal plans and solicit appraisals during plan execution period from appraising managers
• Scheduling of training events, manage, manage enrolment in programs, training appraisals, settlement of training expenses and costs
• Develop personnel development plans, succession plans and enroll employees in these plans and manage their required skill and competency development


PROJECT MANAGEMENT

Services provided in project management include:


• Define projects
• Define work break down structures and required resources
• Project Orders
• Projects dates and timelines
• Project Monitoring
• Project purchases
• Tracking of project material receipts and material consumptions
• Tracking of human resource deployment on projects and calculation of billable hours
• Project billing
• Project receipts
• Project completions and close

HUMAN RESOURES

HIRING PROCESS:

KCT has rigorous hiring and training processes that enable only the best to enter the company. We hire professional according to the clients requirements so that they could meet their specific needs we engaged foreign national HR consultant for hiring of CSR, s team leads and quality control agents. We have our own well defined training processes and experienced operations team. Our people are highly skilled and have a fairly impressive proficiency level in at least in two accounts (British and American).

STAFF TRAINING:
REWARD AND RECOGNITION

STAFF RETENSION

ACCOUNT MANAGEMENT

ACCOUNT MANAGEMENT STRUCTURE

Accounts Management is done by a team of financial experts, auditors and financial consultants added by fully qualified chartered Accountants.


GENERAL MANAGER FINANCE.

• Reporting of KCT performance.
• Preparation of the budgets and forecast.
• Preparation of the financial accounts.
• Monitoring and reporting on the Long Term Plan.
• Development of IT systems.
• Ad-hoc projects and analysis on KCT
• Preparation of regular management reporting for operating groups(as above) and support areas
• Ensuring business units costs are allocated appropriately and analysis completed
• Liaison with key operating divisions for timely provision of necessary information and resolution of questions arising from review of monthly managements reports
• Providing accounting support to the business
• Reconciliation of balance sheet accounts

ACCOUNTANT

• Managing the KCT activities.
• Preparation of statutory accounts for both Group and its subsidiaries.
• Production of consolidated statutory financial statements.
• Liaison with external auditors.
• Implementation of Group consolidation and reporting system.
• Providing support on all tax-related issues.


FINANCIAL ANALYST

• Develop and implement the pricing strategy for KCT
• Define and implement controls to minimize our price exposure across customer groups
• Drive financial analysis and evaluation of client’s margins.
• Provide support to the finance department.
• Analyze market share and completive pricing data.
• Play a key role in the annual budgeting and forecasting process

DATA MANAGEMENT

DATA CAPTURE & CONTROL

The data is captured directly in computerized applications. Our software developer develops applications for different projects in which CSRs store all the data. Also fully automated applications are developed to control the data.

DATA VALIDATION

Data validation checks are implemented at application level and also the data entered by CSRs is checked by team leads and quality agents before further processing

DATA CLEANSING

Data cleansing is done by the team lead and quality control. Once it is submitted by the agent, the data is cross checked by team lead and quality control agent. They confirm the data either from agent or from the client.

QUALITY CONTROL

We have full department of quality control. We have hired quality agents who monitor the call and checks the data entered by CSRs. No lead is generated without going through quality control process.

CONFIDENTIALLY & SECURITY

NETWORK SECURITY

We have installed firewall in our company network which prevents all kinds of attacks from outside the company. Also we have implemented policies regarding browsing and using internet. Out IT department also analyze out going traffic

SYSTEM SECURITY

We have installed Anti-virus in all the systems and have also implemented security policies so that no one can miss-use the resources or the data of the company. A UPS is also installed to protect the data because of power failure.

DATABASE SECURITY

All the databases are properly password protected and there can not be any unauthorized use of data. Also we have back up server for the to ensure data will never lose in any case.




Knock Communication & Technologies (pvt) Ltd.
Office#2, Floor#2, Anique Arcade, I-8 Markaz,
Ph: 0092 51 4862391
Fax:0092 51 4862639
Islamabad, Pakistan

SERVICES BEYOND EXPECTATIONS……………….

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