Project Inbound Customer Support For Naukri.com

Naukri.com Customer Support Proposal

Project Objective

To onboard firms, enterprises, startups, or contact centers specializing in inbound customer support, enabling the provision of superior service to both existing and new Naukri.com customers.

Project Details

Duration: 35 months

Type: Inbound Customer Support

About Naukri.com

Naukri.com is India’s leading job portal, connecting millions of job seekers and recruiters daily. Established in March 1997, the platform operates under Info Edge (India) and has become a trusted name in the job market.

• Users: Over 49.5 million registered users (as of December 2016).
• Client Base: 51,000 corporate customers (FY 2013–14).
• Revenue Streams:B2B (90%): Services like database access and advertising. B2C (10%): Profile enhancement and resume building.

About the Project

Naukri.com aims to scale its customer support operations to manage increasing customer demands while maintaining exceptional service quality. We seek partners across India to enhance our contact center capabilities.

Key Objectives

• Increase capacity to manage over 20 million calls daily.
• Ensure high customer satisfaction with First Call Resolution (FCR).
• Collaborate with top-performing contact centers to maintain service excellence.

Requirements Infrastructure

• Minimum of 20 seats with 4–6 buffer seats.
• Uninterrupted power supply with backup.
• Dedicated leased line (50 MBPS) with a backup connection.
• Domestic PRI line with hunting-enabled phone number.
• Noise-cancellation infrastructure for clear communication.
• Robust central server to manage call volumes.
• Commercial location with proper accessibility.
• Police clearance and DOT/OSP license (or proof of application).

Call Handling

• Each agent will handle approximately 30 calls daily (500–600 calls for 20 seats).
• Call types include customer inquiries, technical support, escalations, retentions, upselling, and business inquiries.
• High-quality calls routed efficiently to avoid waiting times.

Compensation

Base Pay: ₹40,000 per seat per month (average).

Performance Incentives: Up to ₹50,000 per seat per month based on metrics such as CSAT, AHT, FCR, and call quality.

Total potential earnings: Up to ₹90,000 per seat per month.

Contract Terms

• Duration: Minimum 35 months, renewable based on performance.
• Early Termination: Partners can cancel with a formal request; pending dues will be settled within three months.

Join Us

Be part of Naukri.com's journey to deliver unmatched customer support. Partner with us to grow and redefine excellence in the customer support industry.