Call Center Deployments

ZRG has been growing and expanding faster like any other IT and Telecom solutions company in terms of customers, revenues and team members, and have continued to do so throughout year 2005 as well, as shown by the following deployments last year:
PICIC COMMERCIAL BANK:
PICIC Commercial Bank, a fast growing bank with over 100 branches across the nation, is operating its newly established call center that has been provided by ZRG International. This call center will provide answers to customer inquiries, Telephone banking and Complaint registration services. The bank plans to support the existing and upcoming products and promotions through the call center.
Multinet
Multinet, country's leading telecom service provider of DSL, Broadband and other value added services selected ZRG International to implement a next generation call center solution.
MultiNet is a subsidiary of Telecom Malaysia that is making significant investment in the telecom sector in Pakistan. The management evaluated several offers from local and international market and after careful consideration, selected the open standards based, cost effective and a proven call center solution by ZRG International.
ZRG has installed a next generation call center solution at Multinet equipped with a sophisticated IVR, a smart ACD with the best Soft Phone in the industry, proper MIS reporting and a state-of-the-art call routing mechanism to bring country-wide calls on UAN to a single location.
ALLIED BANK LIMITED:
Allied Bank Limited, a prominent and leading private bank, operating since 1942 currently having about 700 branches realised the need for having a call center. The call center provided by ZRG to ABL went live by the name of ABL Help Line and is currently handling nation-wide calls related to ABL product info, ATMs/Debit cards & FAQs, initially. These customised and turnkey solutions are backed by a professional team with in-depth technical knowledge and a vast experience in dealing with contact center related issues.
MAERSK:
Maersk (A company of A.P.Moller Group), a leading transportation and shipping company all over the world, selected ZRG International to implement a Call Center Solution for its customer services, which includes a Contact Management System to manage customer complaints and inquires. Under the agreement, ZRG International provided a Multi-Modal Call center that serves the customer call handling requirements of three companies under Maersk umbrella namely Safmarine, Maersk Line and Maersk logistics.
ZRG has been growing faster, yet retaining existing customers. The high level satisfaction of the clients of ZRG International is manifested by the increasing requests for expansions of Call Centers in 2005.
CALL CENTER EXPANSION PROJECTS
MOBILINK:
The largest cellular phone company in Pakistan has been using the next generation call center solution from ZRG International with great satisfaction since 1999. In order to cater to the growing customer base and to provide improved customer services, Mobilink has recently made significant investments in its multi-site call centers by adding more capacity and functionality.
BANK AL HABIB LIMITED:
Bank Al Habib is planning on offering a wide range of new products and services and for this purpose; they have awarded the contract to ZRG for a significant expansion of their existing call center. Bank Al Habib is one of the highly satisfied customers of ZRG for last 3+ years.
ASKARI COMMERCIAL BANK MASTER CARD:
The new upgrade at Askari Commercial Bank Master Card Division will greatly help the bank in taking more calls and quickly resolving customer issues. ZRG was selected for providing the upgrade because of a cost-effective approach and impressive performance delivered during the previous project.
INSTAPHONE:
InstaPhone, one of the leading cellular operators, has selected ZRG International for the installation of a latest call center solution for its 2nd call center in the city of Lahore. ZRG call center solution for Instaphone is based on a scalable and flexible platform that works on open standards based technology.
BANK ALFALAH LIMITED:
Bank Alfalah, a dynamic UAE based bank in Pakistan, was rapidly growing with a network of branches in many cities in Pakistan. The bank is engaged in commercial banking and related services. The bank's goal was to continue with its aggressive expansion plans by offering new products while increasing its customer base and at the same time maintain its reputation as an innovative and caring bank. Thus, Bank Alfalah replaced its set-up with state of the art and modular contact center solution from ZRG International, based on building blocks from Intel.
WORLDCALL BROADBAND LIMITED:
WorldCALL Broadband Limited wanted to cater to the growth in its customer base in an efficient and a cost-effective manner. ZRG's flexible and scalable solution allowed them to do so. Thus, in August 2005, ZRG International expanded their call center by adding ten more seats.
INTERNATIONAL DEPLOYMENTS LLOYDS TSB, DUBAI:
Lloyds TSB Dubai is a subsidiary of the leading UK based Lloyds Bank listed on the UK stock exchange. Its operations were growing in the Gulf region at an enormous scale. Lloyds was also looking for ways of providing personal, commercial, off shore and priority banking. For these requirements, they wanted to set-up a flexible and effective Telephone Banking call center. Lloyds TSB selected solution from ZRG International because of ZRG's strong technical expertise and know how in Banking Call Centers, its modular approach and total customisation capabilities.
SERCO GULF, DUBAI:
Serco Gulf, a leading UK based facilities management and outsourcing company listed on London Stock Exchange, selected ZRG to provide a next generation Call Center solution that is based on open standards based CTI technology from Intel Corporation, USA.
MOBITEL TANZANIA, EAST AFRICA:
ZRG has installed a Call Center Solution for M/s Mobitel, a cellular phone service provider in Tanzania, Africa. After a thorough analysis and reference check, Mobitel selected ZRG International as the solution provider with the most focused approach, in- depth technical knowledge, top-notch product, and best performance history. What is even more exciting is that Mobitel has expressed great satisfaction with the quality, performance of the solution as well as the level of post-sale support they have received. As a result, within a month of the installation, Mobitel placed another order for capacity expansion of the call center solution.
These events has raised Pakistan's IT profile in the international market and put Pakistan on the map of Telecom system exporting countries. It is expected that such events and deployments would definitely be a help our country's call center industry be recognised on the international level, where a lot of happening is taking place at a constant basis by a local player in this industry.
The telecom industry of Pakistan has witnessed phenomenal growth in the past few years. This growth has resulted in a lot of activities in other sectors such as media, banking and finance, advertising, etc, thus creating a lot of competition in the market. In the meantime, today's customer has become smarter, and more cost and quality conscious.
Increased customer awareness can also be attributed to the growth in internet based information. We all know that getting new customers is an expensive exercise when compared to getting more business from an existing customer.
In this market scenario, progressive companies have started to put significant efforts to enhance customer retention. A company can increase customer satisfaction by providing prompt services and by giving personalised attention to the customer. This can be done by making integrated customer related information easily accessible for the customer services department. Similarly, by using the latest flexible call handling tools, a company can ensure high quality and personalised services.
I believe that ZRG is playing an important role in this market. By offering highly flexible next generation contact center tools, we are enabling companies to take customer services to the next level. These Award ceremonies are always encouraging and authenticate the efforts and performance of the existing companies. These are exciting times for the country, the businesses and especially for the customers and we are proud to be part of this growth.