HeroITES announces launch of HeroLive 

GURGAON: BPO solutions provider HeroITES, an

independent SBU of the $ 3.2 billion Hero Group, today announced the launch of

HeroLive, an integrated Management Information System that can impart absolute

transparency to the overseas clients and operate as a common thread in HeroITES

across departments.






Speaking on HeroLive, Rohit Chanana, business head, HeroITES said,
"Exceeding client expectations is our primary focus. We at HeroITES

constantly leverage our people, processes and infrastructure to ensure the best

customer experience - both for our clients and their end-users. HeroLive will be

first of its kind in the country that will not just maintain a central

repository dataware house to hold information of all the departments of the

company but will also provide complete transparency to our UK, US and Australia

based clients".






Conceptualised and developed by HeroITES's in-house team, HeroLIVE will help the
clients in accessing both archived and real-time data at the click of few

buttons. Apart from pulling the data together, the system will provide graphical

representations, which will assist in understanding call arrival patterns,

metrics-based performance on various campaigns, staffing, average handle time

and average talk time.






With HeroLive, clients will not only access the information at an associate
level, but also can roll this up to a team leader, a manager and up to the

campaign level. Using HeroLive users can get a holistic view of performance

trends where data from various sub-systems are combined into "behaviour and

performance reports" and "QIP" reports.






HeroLIVE can also store and efficiently maintain entire employee data such as
pre-assessment score, post-assessment score, trainer's name, training duration,

certification result, quality scores/performance in nesting, movement across

campaigns, subsequent refresher/supplemental training, attendance, quality

auditor's name, call ID number and call audit dates. Also feedback from the

employees can be logged and stored for future references.






HeroITES provides services to large corporations across UK, US and Australia,
several of who are part of Fortune 500. The Company has substantial experience

in the Credit Card Industry and has been providing services to at least three of

the top 10 credit card companies in the US. Besides, the company has been

providing services to companies in Telecom, Retail, Direct Marketing and

Manufacturing industry verticals.






With the implementation of HeroLive, HeroITES team will not only maintain data
integrity and security but will also elevate the performance level and the

quality of service (QoS) of the company.






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