Life @ Annvika

What it is like to work with us

Welcome to our world…

An integral part of Business Process outsourcing in India is Customer care and being a service provider of Contact Centre Solutions. Therefore, we constantly have our eyes open for new talent with good communication and problem solving skills. Our employees will be repeatedly challenged in finding new ways to keep our clients satisfied. We can not promise that the BPO jobs or call centre jobs will be easy, but we can assure that it will be rewarding and exciting at all times.

Your importance to us – direct customer contact

A Contact centre management agent’s position in our company is a very significant one. He/she will be in direct and constant contact with our clients and their customers. Like in any field of work, the agent might often find himself/herself caught in a stressful or frustrating situation. However, our thorough training programmes will provide them with the guidance they require to calmly address such issues.

Planned work schedules

Here, we structure our call centres work schedules on the basis of meticulously designed forecasts of call volumes. To ensure maximum success, we need the correct number of agents, ready to interact with our customers at all times. So you can understand just how essential your role is to our company and how important it is that you adhere to our carefully crafted schedules. As you acquire tenure, you will have a better chance of picking a shift that is convenient to you.

Repetitive tasks

Some tasks might be recurrent, but we will try our best to have you work with different customers as often as possible, to ensure your own growth and development.

Performance targets and Service Levels

In a majority of call centres in India, a standard set of metrics, also known as performance targets and/or service levels, is used to determine how well the operation is performing. Meeting or exceeding these metrics will be a critical part of your job. Some key metrics include:

• Average length of a dialog between an agent and a customer
• Amount of time an agent is unavailable to take calls
• Total time required to deal with a customer request, including hold time and processing time
• Percentage of calls answered within a fixed timeframe
• Percentage of calls that entirely resolve the customer's concern without further contact
• Percentage of abandoned calls, for example due to a long hold time
• Number of customers helped and sales per hour
  
  

Other than performance targets, employees will also be judged on the basis of the quality of service that is provided by them. A team leader or contact assessment specialist will frequently listen to a few of your calls, either remotely or while sitting beside you. You will receive an assessment based on the call and coaching (if required) on how you can improve the quality of your service.

So, if you believe you have what it takes to join the Annvika team, then please do get in touch with us. We would be happy and honoured to hear from you.