1. 24 X 7 PROJECT
2. 8 SEATS ON VOICE SUPPORT AND 4 SEATS ON RESEARCH DESK.
3. VOICE SUPPORT IS PAYABLE AT USD11 PER HOUR WHILE SENIOR SUPPORT STAFF GET PAID USD 15 PER HOUR.
4. RESEARCH DESK TIMINGS ARE FROM MON TO SATURDAY AS PER EST TIMINGS FOR 8 HRS USING SOCIAL AND TRADITIONAL MEDIA NSUPPORT FOR RESEARC AND ANALYSIS. CLINICAL TRIAL GRADUATES OR SCIENCE GRADUATES REQUIRED FOR BOTH VOICE AND RESEARCH & PAYOUT SHALL BE $25 PER HOUR.
5. ASA IS 45 SECONDS
6. OCR IS 98%
7. Training shall be for 14 International working days with a daily trainee stipend of 42 USD per agent.
8. Voice Support shall have AUX incorporated
9. CSAT at A+(1-10 numerical scale)
10. TAT escalation shall be for 8-10 hrs
11. CHT shall be +/- 20% of an average of 460 seconds
12. Envelope Strategy permissible/After Call wrap up work.
13. Client ensures no less than 65 calls per seat per 24x7 shift across all time zones
14. Operational Advance will be accorded as per the Centre’s CMM(Company Maturity Index no less than 3 years) and based on past Clientele references of performance antecedent validation and checks.

16. Contract Tenure is 3 years extendable.
17. Training shall be onsite/online video conferencing as per protocols for the current pandemic.
Client shall provide TOLL FREE numbers, NAS Database Server, CRMs as well as essential order taking software
18. ENVELOPE STRATEGY PERMISSIBLE.
19. TENURE IS FOR 3 YEARS AND EXTENDABLE.
20. SOCIAL AND TRADITIONAL MEDIA SITE SHALL BE USED FOR RESEARCH DESK. LOGIN SHALL BE PROVIDED BY CLIENT.
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