Welcome to eScriptOnline Services

eScript Online is one of the upcoming business process outsourcing companies with the capability to provide voice, non-voice and web-based services we are a full spectrum Service provider and offer end-to-end solutions covering a wide range of industries.
eScript, the contact center division of eScript Online, has a proven track record with US clients. eScript Online (www.escriptonline.com) is a Business Process Outsourcing company, which has been in the transcription services. We, at eScript assure our clients the same level of operational excellence, quality standards and cost reductions. Partnering with each client, eScript is able to deliver results that will exceed your expectations eScript is one of the leading business process outsourcing call centers serving clients nationwide.

By utilizing our center to outsource your outbound and inbound telemarketing you save valuable time, facilities, management and resources. We provide the expertise, network and infrastructure thus freeing up our clients resources, to focus on their core business. All this at half the costs of developing and maintaining an in-house call center operation. We have established our credibility in various domains by designing for our clients, a value proposition that meets their exact requirements and specifications, at a truly cost-effective price. eScript is a dedicated customer driven service with a myriad of offerings.

We have been providing value added services to our specific client needs in diverse markets. We offer both B2B and B2C applications. eScript leverages our personnel expertise, cutting edge technology and economies of scale to benefit our client's customer base (current and potential) eScript capabilities help businesses extend their business 24/7/365. Toll free numbers, IVR and voice mail/email services ensure a scalable option for clients to reach their target market round the clock and to increase their customer satisfaction.

About eScript Call Center :-
Of all the Contact center solutions, why eScript? In today's competitive outsourcing landscape, where call center services have been commoditized what separates eScript from the pack are:

Service Process: eScript combines strong domain expertise with a highly structured approach to outsourcing. Our Management Group has extensive domain experience, which facilitates in improving quality, productivity and solution effectiveness. Our people are experienced and are provided with world class working conditions and training. Our high standards encompass everything we do from sales, transition to delivery, HR policies, administration and logistics. Each project is handled uniquely and assessed on a granular level, ranging from scoping of project requirements to rigorous quality control processes that ensure success in execution

Proven Results: eScript perceives itself to be an extension of your capacity and holds itself accountable for the results we commit to deliver. eScript takes ownership of your process. We believe in metric driven performance and hence adhere to Service Level Agreements. Our benchmarks and parameters are client dictated and are tracked on a real time basis. Our collaborative approach has resulted in consistently meeting and exceeding client requirements. Our ability to convert client’s fixed costs to variable costs has been our mantra to delivering value.

Customer Centric "People" :-
The difference maker in any service proposition is the people. The importance of our personnel in developing long-term fundamental relationships with our customers is well understood by our organization. Keeping this vision in mind, we bring on board our team, only talented, enthusiastic and quality conscious individuals. eScript management "THE BRAIN" has over 10 years collective experience in successfully executing business processes outsourcing for various industries. They have a track record of achieving high visibility along every aspect of their relationships.

At eScript we place great emphasis on hiring the right people. Our Agents have a passion for excellence and an attitude that reflects, "we care". Their core skills include a college degree, fluency in written and spoken English and high levels of computer literacy. Our Team Leaders have specific domain knowledge/telemarketing experience. The supervisor to agent ratio is 1:10 and that allows for continuous monitoring and training.

Training :-
Prior to becoming a eScript Specialist each trainee completes a formal six (6) week training program, which consists of orientation and classroom instruction. Classroom instruction with video, audio and hands-on as well as "listening-in" opportunities teach data collection, terminology, call processing (including the recognition of calls of an emergent nature), stress management, professionalism, latest changes in laws impacting B2B and B2C telemarketing and the functions of our Call Center systems. When the new trainee has completed the classroom portion of the training program, they begin to process calls under the supervision of Call Center management staff, who serve as their mentor for approximately one month. In addition to the above core training, each agent receives process training ranging from 1-4 weeks pertinent to the campaign he or she is being assigned.

Service Quality :-
eScript realizes the inherent need of quality and integrity in its contact center services. eScript Process Execution Model entails the following steps that provide for a smooth progression of campaign from initiation to execution.
Transition Process
After a new account is designed and programmed the Call Center management, in conjunction with Account Management, designs specific training programs to familiarize our Telemarketing Project Specialists with all of the pertinent technology and scripting-related information for a particular client's needs. The structure of the team for projects has an agent to supervisor ratio of 10:1. Every client project has an account manager who is the one point contact for all client issues. There is an escalation protocol that is determined on a case basis.

Quality Assurance :-
10% of the calls made are "listened in" by the supervisors/mentors on a random basis. In addition a post call audit survey is done for approximately 5 voice calls for each agent to ensure that there has been no deviation of script. The Quality Executives give points for different sections of script. These scores are the basis of agent evaluation on a weekly basis. The course of action being adopted by eScript with respect to improving the QA scores are also addressed

Continuous Improvement :-
eScript' Development Program is designed to ensure that the quality of the services that we provide is consistently improving. We offer barge in/listening in facility to our clients so they can evaluate us transparently and offer us feedback. eScript' ongoing training program includes a retraining, advanced training and seminar component. Our retraining and advanced training programs provide staff with continual classroom instruction to enhance their skills and increase their account knowledge, which directly translates to higher productivity. Ongoing seminars/ workshops review important educational and training-related topics of interest to all levels of staff.

Our state of the art contact center facility is based at Indore, India. Our eScript is on developing long-term relationships and our capabilities enable clients to fully exploit technology for business transformation.

* Fully secure and networked capacity of over 100 seats currently. Investment capability and scaling up with right partner up to 200 seats in quick timeframe.

* Dedicated Environment for each client with 24 hour security
* Digital Switches, ACD, Agent software, Voice logger, Predictive Dialer and Workforce Management Software/CRM solutions
* Redundant UPS back up with Diesel Generator Set for seamless failsafe takeover.
* Redundant private line connections of 2 MPBS for network connectivity .

* Primary data on secure SQL and Oracle database ( ver 9i) and Microsoft access. We do have mass storage devices for taking daily backup and for redundancy.

Business Continuity/Disaster Recovery:
Daily backup is taken of mission critical data. List of folders and data to be backed up is updated weekly. Automatic prescheduled backup takes place onto an auto changing tape drive. Tapes are transferred physically to a second location weekly.

Pricing :-
Cost Effective:
Our business model is based on "Getting Bang for the Buck ". eScript services go beyond the cost arbitrage opportunity. For Outbound services we tailor our pricing on the campaign objective rather than time involved so as to enable our clients to evaluate our pricing transparently.

Base Rate Per Hour:
This pricing model lends itself to teleupdating and data collection projects. On an average eScript rate per hour is 30% lower than what clients would pay if utilizing an in-house service. This model is also used while conducting pilot projects or when benchmark information is not available from client to determine a performance metric.

Performance Base Rate:
This pricing model is used for a recurring stream campaign such as subscription renewals for magazines and newspapers. However to assess a true return on investment for performance based projects we recommend conducting a pilot. This ensures that realistic expectations and service level agreements are drafted in regards to Sales per hour/ or cost per order.

For Inbound services we charge a flat fee based on live operator time or a or a cost per seat/hr. We pride ourselves on offering the most competitive price and therefore will work with you on the pricing structure to provide you the best value for money.

Live Operator Time :-
This pricing model is compatible with sporadic call volume and hence is best suited for Infomercials/Direct Marketing campaign. eScript live operator time pricing offers a cost reduction of over 30%. There is a minimum call volume expected for tester campaigns eScript offers a dedicated environment for its clients and hence each campaign is allocated specific agents. This ensures better impression management and higher inquiry/order conversion percentage.

Cost Per Hour:
This model is viable for a predicted call flow such as customer service or tech support campaigns. eScript offers a 24/7 scalable option for clients to avail to this cost effective model for non business hours and weekends. If the campaign is of long-term nature eScript will allocate the required number of seats if desired.

Outbound Services:
eScript Call offers its clients cost-effective methods of selling products or services, penetrating new markets and gathering information for current or future campaigns. We develop a customized telemarketing campaign scripted specifically to each client's needs and objectives. Our management teams trains our agents using role-play exercises for an effective launch. We also offer a blended solution by creating an inbound toll free number so that prospects can contact us when it's convenient for them. Our software and reporting mechanisms turns these individual calls into ongoing intelligence and analysis for our clients in order to help them make better business decisions.

Customized Outbound Campaigns Instituted at eScript:
Our Call Center agents make about 2 million outbound calls per year, specializing in building custom databases and delivering pre-qualified leads. We maintain hundreds of automated stations with predictive & preview dialing capabilities, our portfolio of campaigns include.

Lead/Prospect Generation & Appointment Setting:
eScript can develop a tailored campaign in which our agents generate leads and appointments for your sales teams in order to get them in front of their prospect. Our results have indicated a high value proposition for mortgage institutions, financial/legal planners, insurance agents, other service providers that have solicited appointments via eScript telemarketing

Event Planning Services:
eScript Call can aid you in your event planning initiatives. Be it parties, conferences, seminars or meetings, we can provide you with a full suite of reservation and registration services. Following are the services we have provide in relation to event planning:

As a data collection specialist via our proven teleupdating model we validate corporate and customer information for directories and database/mailing list companies. The benefits accruing to the client from our data capture methodology include. · High levels of data accuracy and data integrity which make the offering more sellable· High Incidence and Completion Percentages of Data Collected· Guaranteed levels of List Penetration in quick time frame

Quality Assurance that eliminates re-keying of data at your end· Over 30% cost savings - which ensures budget compatibility

Tele Circulation Management :-
eScript provides turnkey circulation solutions to the publishing industry with its core services of Telemarketing and Customer Care Our call centers use the latest in predictive dialing technology and maintain rigorous quality standards to ensure compliance with all applicable federal and state laws. eScript trained agents can offer a consultative approach and follow practices compliant with the BPA guidelines. Our exclusive outbound representation and integrated customer support is where newspapers and magazines tap into a track record of experience for building, training and managing productive contact center solutions. eScript is recognized at implementing and successfully managing a wide array of services such as:-

Inbound Services: eScript Call offers customized inbound outsourced services which include voice based inbound phone support, email support, and online chat) With the Industry's most advanced call routing system from Nortel and complete support services, we make sure that when your customers call, they receive prompt and professional service.

We offer round the clock service, servicing all US time zones with blended environment to enhance agent productivity and efficiency. eScript Service Level Agreement entails Low abandonment rate and adhere to benchmark levels.

Growing Inbound - Help Desk/Tech Support: One of the keys to the success of a product or service is excellent customer service. eScript consolidated Help Desk service provides you with a single point of contact for all your customer service need 24/7. eScript offers an integrated tech support proposition via the following

eScript tech support proposition is based a tiered framework. We can take complete responsibility of your process for your in-house support 24/7. Calls for Level-one problems generally account for over 50% of an internal call center's inquiries. You can save your highly trained; highly paid staff for higher level calls by choosing eScript Call as your customer service representative. Our CSR's receive extensive and ongoing training on your company and its offerings, giving them the resources they need to serve your customers in a professional way. eScript ten-point assessment framework is the mantra to ensure effective planning and setting of expectations that is the basis of our service level agreements.

Order Taking/Product Information: We can handle programs of all sizes, from single product orders to multiple orders for direct response campaigns. Our representatives will be trained to be knowledgeable about your company and its product offerings, in such a way, that they act as an extension of your company. We offer a dedicated environment (dedicated agents) to our clients and a secure web access reporting solution. By developing an interface specially tailored towards to your requirements we ensure capturing of information and seamless transfer of data to your fulfillment center. When the calls come in/routed to our contact center, all relevant product information appears directly on our representatives' screens to enable accurate sales order taking and customer inquiry resolution.

Our services make your products available to your customers 24 hours a day, 7 days a week. Your customers will be able to place orders at any time and from any location across the country. This enables you to capture additional extra revenue without bearing the extra costs for in-house staff round the clock. Every order call is recorded for accuracy, quality control and avoids fraudulent practices. eScript has created a blended solution for the Direct Response Industry whereby:-

Differentiators Reporting :- Differentiator
eScript offers a number of ancillary services in addition to its core value proposition to make sure we not only fulfill client expectations but also exceed them. We sell value (not low cost), deliver solutions and develop relationships.

Customized Reporting/ Interfaces
To ensure a seamless outsourcing proposition we place an emphasis on perfecting this process. Our flexible reporting, data processing, and transmission capabilities ensure timely and accurate delivery of information and the success of your program. eScript offers a myriad of reporting features that are tailored to the campaign, and are provided as per the service level agreement. The client specifies the format and reporting interval during account set-up. If you need to import data in a specific format, we can custom program our system to create a file in the format you require. eScript is HIPAA compliant and hence follows the stipulated data transfer protocol to ensure security and integrity of data. eScript has an in-house team of 16 software developers that ensure a smooth transition of process by creating the client interface mechanism that facilitates business continuity. eScript has the ability to scale up its solution within ambitious time frames.

Standards/Transparency
Quality is key to our service. The call center quality assurance processes utilized by eScript are strategically developed to support an overall quality environment. Our six-sigma quality approach ensures minimal errors.

We offer our clients remote Barge in facility so that they can listen in on agent calls and evaluate us transparently. More importantly their feedback is instituted within 24 hours. Our QA department personnel monitor live calls and our supervisors are trained to provide real-time coaching so that issues are addressed within minutes.