Don’t just outsource your staff, Outsource your Services!

Developing, supplying and implementing relevant solution components such as start to end database management system, server and client end software, related hardware (excluding desktops), connectivity and set up the survey call center. Also be responsible for the maintenance and further customization of software as and when required. We have established Centre for Survey Research for SBP at its premises on turnkey basis; the facility is being utilized for carrying out telephone, mobile-phone, web-based and e-mail surveys all over Pakistan. In its outlook, infrastructure of this facility with some additional feature like sampling and population frame management, customized output reports, database to capture all information regarding sampling, questionnaire and results. This complete infrastructure (including hardware, software, connectivity & other utilities) and related facilities were established in SBP‟s premises.

web based complaint management system with multi -level escalation level, live monitoring wall boards, alert, comprehensive reporting system, integration of multiple data sources, its analysis, and Maintenance Support. Securities and Exchange Commission of Pakistan were intended to build an in-house Service Desk for handling of complaints and enquiries at its Head Office at NIC Building, 63-Jinnah Avenue Islamabad. As part of the assignment CATCOS was responsible to automate the process of handling complaints and enquiries through a web based portal. Training of staff were also included in the scope of work. The broad scope of the services considered for deployment of the service for the SECP is as follows:

1. e-services queries and problem rectifications.
2. General enquiries and complaints.
3. Specialized complaints pertaining to multiple business area of the Commission.
4. Historic performance and turnaround time reporting.
5. CTI and agent side deployment.

Deployment of Call center solution with call management features, complaint management ,provision of hardware, integration of solution with SRB system, support & maintenance.

Zara Sochiyay ILM Center - Complaint Management System, feedback, suggestions, with alert and comprehensive reporting system, etc. We have setup a call center and have successfully run a public advocacy campaign under the title of “Zara Sochiye” to promote the importance of education in Pakistan through a Call Center “ILM CENTER” by Mir Khalil-ur-Rahman Foundation—with GEO TV Network and Jang Group as its media partner for two years. The objectives were:

1. Parents as voters to seek quality education from their legislatures, as their Constitutional right under Article 25A.
2. Make education a politically relevant agenda in Pakistan.
3. Seek meaningful education reforms in Pakistan.

Amongst many other initiatives to meet these objectives, a call center—Ilm Center—to gather from Pakistanis, their complaints, feedback and suggestions related to education sector was outsourced to us. Besides provision and setup of basic call center requirements the Scope of work also includes the following:

1. Integration of complaint management system with the web portal of Zara Sochiyay with the multiple options of filtration of data. The data was accessed and used by the journalist across Pakistan.
2. Live access of our call center system to the management of MKRF.
3. SMS generation to complainants and escalation through email notifications to POC at MKRF.
4. Comprehensive Reporting system.
5. HR provision on third party contract and their training.

CATCOS has established a 100 seat state-of-the-art call center for the ARY group.
We also ran several outsourced Call Center Campaigns for ARY which included Online shopping, Order Management and Complaints Handling. Our EZ Call Manager (Call Center Solution) used in this project, displays customer’s complete information with past records related to orders, complaints and more. Our system can help maintain the upward revenue stream by increasing sales, and lowering dissatisfied customers by timely addressing their complaints.

CATCOS had also provided to Abbott a Nutrition Advisory Services (Call Management System) - Tele counseling, follow up reminder, product inquiry, dashboard, comprehensive reporting system, etc. We have setup a Nutrition Advisory System for Abbott nutrition which had been running through call center from 2008 till 2018. The project scope includes educating people and raising awareness about the importance of nutrition in human life. The scope of work also included, gathering of data by Abbott from different sources and activities and use that data for advisory services through call center, record keeping, analysis, relationship building, selling products, etc.

Established a call center, on-site (private cloud) of TB Helpline at the premises of Ministry of National Health Services. The solution included IP based Call Control Unit (IPCCU), integrated Customer Relationship Management software, short code services, reports management, human resource provision & management and other allied services for Health Practitioners Registration, Notification of TB Patient and provision of Help Line facility to TB Patients

Developed a Field service Mobile application for Abbott Diagnostics including integration with the existing IP based Call Control Unit (IPCCU) and CRM. The Application manages and monitors the Field Engineers/Technical Services Specialists’ (TSS’s) performance, availability and effectiveness. The Mobile application includes multi-levels authorization and validation modules. It also has an effective module to order spare parts.

System facilitates end government agencies during their daily Life cycle including authoring, editing, routing, approval, etc.

1. Tools for creation and archival of new office notes / documents.
2. Routing of notes for approval.
3. Online access to notes with provision for editing.
4. Support for writing and editing office notes in local language.
5. Revision history tracking.
6. Status monitoring and tracking.
7. Printing office notes along with track sheets.
e-Tracking and Archiving:
8. Electronically tracking the movements of all Summary.
9. Electronically tracking the movements of all Note sheet with date and time stamped.
10. Electronically tracking the movements of other documents with date and time stamped.
11. Location of physical placement of hardcopy end-to-end management of office notes/documents generated by operations. It automates, the complete document editing. Summary sheet with date and time stamped.

Scope of Work: United Nation Office on Drugs and Crimes (UNODC) is implementing a country program with the government of Pakistan to help the country in achieving international commitments to drug control and crime prevention. Under its country program we have been awarded a contract to establish a call center. The call center has been providing a counseling services to drug adducted persons in Pakistan. Our responsibilities in scope of work are as follows; Call center setup with provision of hardware, CRM, IVR system, reporting system, call recordings with maintenance and support.

Establishment of blended call center solution with Order taking and complaint management system and comprehensive reporting system. Solution includes multiple escalation process, supervisor interface, complaint tracking and reporting system.

Deployment of call center solution with order taking and complaint management system.

System Setup 24 X 7 state of art call center to take and managed calls mainly related to complaints and automated escalation to problem resolution department of K-electric. The scope of work were also included technical and supervisory support, data management, call recordings, provision of call center agents on third party contract and their training.

Development of Customer Relationship Management software for helpline of Dow University of Health Sciences with consultancy and advisory services for contact center establishments.

Call centre services for HSBC customers after its acquisition by Meezan Bank Limited.