MUMBAI, INDIA: In an era where BPOs are leaving no stone unturned to ensure data security, and working from home is a strict No-No, PlatinumOne Business Services, which is on a hiring spree, is doing just the opposite.
PlatinumOne which has three BPOs in Kolkata, Mumbai and Noida respectively employs agents for lead generation for insurance firms; ie up-sell and cross sell products to its customers, identify new clients and manage customer loyalty programs.
Amey Saxena, MD & CEO, PlatinumOne Business Services, explains, “While we wanted to expand base in the country, we also wanted to reduce costs, and therefore, decided to opt for cloud computing.”
Currently, the company has hybrid IT architecture; it is using conventional dialer from one of the industry leader for all its in-premise processes. “However, we have migrated all the process where we have deployed work from home model on the cloud and have signed on Ozonetel for the same,” Saxena informs.
“The cloud platform from Ozonetel enables us to start the calling process within 2-3 working days. We just need time to hire the manpower, train them primarily on soft skills, process requirement and data entry fields on the in-build CRM that is by Ozonetel. We just need to have a Team Leader and Quality Auditor who operates from PlatinumOne center and monitors the agents working from home. All quality and performance monitoring parameters are measured and adhered to on a real time basis by using the cloud with the access of admin dashboard and call recordings,” he states.
Saxena adds that the cloud services helps PlatinumOne to scale up across geographies without worrying about setting up a physical office and managing it. “Data is centrally controlled by the admin who is operating out of PlatinumOne premise. Ozonetel’s server is hosted in a secured data center which takes care of data security. All calls are recorded for audit purpose. The agents have to enter the responses also in the CRM which comes with the Ozonetel dialer CRM, hence there is no offline capture of data in excel. The monitoring of call timings, etc by the Team Leader and QA also ensures that no agent is taking more time than required on calls,” he shares.
Currently PlatinumOne has more than 350 resources across Mumbai, Noida and Kolkata. “Our major expansion plan is going to be on cloud and we are targeting to create 500 work from home opportunities by the end of this financial year,” he concludes.