2.  Flatworld Solutions is headquartered in the Silicon Valley of India, Bangalore, famous the world
over for being the hub of outsourcing activity.
 Our customers are located in the US, Canada, UK, Norway, France, Australia, The
Netherlands, Switzerland, Israel, India, Sweden, Germany, Brazil, Ireland and UAE.
 Our Execution centres are located in Bangalore (multiple locations), Pune, Mysore,
Philippines, Kenya, Peru, Bolivia, Paraguay, Argentina, Columbia and Mexico.
 We provide a complete Contact Center Solutions with includes Inbound, Outbound,
Technical Support, Email, Chat, CCTV Monitoring, CATI, Data Entry etc.
 Flatworld provides Multilingual Support covering 9 foreign languages which includes :
English, Spanish, Portuguese, German, Arabic, Mandarin, Italian, Russian & French.
A HISTORY OF GROWTH

3. Peru
Lima Bolivia
La Paz
INDIA
Bangalore
Pune
Mysore
Philippines
Davao City
Customer Locations FWS Global Delivery Centers
Flatworld Solutions Inc USA
Flatworld Solutions Inc UK
Flatworld Solutions P Ltd. India
Bogota -Columbia
Kenya
Argentina
Costa Rica

4. System and Tools

5. FLATWORLD INFRASTRUCTURE & SECURITY
OVERVIEW
• Firewall: CISCO PIX and Fortigate
• Access control: Biometric and proximity
• Power Redundancy: All systems backed up with UPS and generators
• Internet Redundancy: Multiple ISP with stringent SLAs
• Business continuity solutions across multiple locations and cities
• Cisco PIX firewall
• 3DES support for secure VPN communication
• Mcafee Enterprise suite for Virus prevention and cure
• Spam filter for Internet access & mail server
• URL filtering application from surf control
• Physical access controlled by access control
• VLAN based network (for different groups, processes, servers, etc.)
• Restricted Internet Access based on Domain Authentication
• Logging of Internet Access at user level
• No Mail & Internet access at Agent’s desktops
• External storage media and printing facility disabled at agent stations
• Profile based Desktop access which allows access to only required
minimum applications. No data storage access at local machines.
• Centralized server based storage.
• File system access policy based on user authentication

6. • Mobile Reporting App
• Flatworld HRM App
• CRM
• Chat Application
• Knowledge Base
• Quality Dashboard
• Survey Application
• Dialer / 3CX Phone System
• Call Recording

7. Mobile Reporting App
The first ever business process outsourcing mobile app of its kind for our
customers and can be customized to get real time and secure access to
individual projects and results –
Graphical representation in the form of Pie, Line, Bar/Column, Combination &
many more. It also can be differentiated in various levels and can be
categorized as per time intervals. For E.g. – Real Time, Daily, Weekly, Monthly,
Quarterly & Yearly
Overall this app would help for real time monitoring, graphical insights, visibility
into the process, easy & immediate feedback etc.

8. This is mostly used by internal employees to manage leaves. This happens on a
real time basis giving the project & people enough time to plan actions
accordingly. This is another reason which helps us to stay ahead of the
competitors in terms of employee satisfaction as our attrition rates are very
minimum.
Flatworld HRM App

9. SALESFORCE – CUSTOMER INFO
INDEX
 Phone Number
 Account Name
 Provider Name
 Created Date
 Account Status
The desired account is
selected and the
customer’s account is
verified using the
Account Name, Phone
Number, Email
Address and the
Mailing Address.

10. SALESFORCE – BILLING & CASE DOCUMENTATION
The validity of the plan is verified on the Plans section by selecting Billing Console:
The transaction details can be viewed on the Transaction section also by selecting
Billing Console:

11. Live Person Chat Application
Before the Chat
Session
During the Chat
Session

12. K-BASE – BROWSER VIEW

13. QUALITY DASHBOARD
Week 1 Week 2 Week 3 Week 4 Week 5
Count 5 5 5 5 5
QA Score 72.2% 64.4% 75.6% 76.7% 77.8%
0
1
2
3
4
5
6
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
Quality Score - Weekly Trend
Agent 1 Agent 2 Agent 3 Agent 4 Agent 5
Monitor Count 5 5 5 5 5
Score % 71.11% 76.67% 71.11% 67.78% 80.00%
5 5 5 5 5
0
1
2
3
4
5
6
60.00%
62.00%
64.00%
66.00%
68.00%
70.00%
72.00%
74.00%
76.00%
78.00%
80.00%
82.00%
AXISTITLE
Agent Wise - Quality Score
Week 1 Week 2 Week 3 Week 4 Week 5
Call Opening 0 8 0 3 3
Process & Product 7 3 6 3 3
Soft Skills 15 18 13 12 12
Call Closing 3 3 3 3 2
0
2
4
6
8
10
12
14
16
18
20
Defect Count - Weekly Trend
12%
18%
58%
12%
Defect - SPLIT
Call Opening Process & Product Soft Skills Call Closing

14. SURVEY DASHBOARD

15. DIALER / PHONE SYSTEM

16. OUR MODEL OF ENGAGEMENT
Fixed Pricing: In this model of support Flatworld would deploy the required number of resources. This model ensures for a quick
setup and more focused approach while execution. Each resource will work for 168 hours per month and would be dedicated
solely to one client.
Our Offer Includes:
 A team of qualified representative best suited for the project.
 A project management team with an accumulative experience of 35 years.
 A training team to train the agents on Voice & Accent, customer service and sales skills.
 A Shared QC team to monitor the agents calls and give constructive feedback.
 Automatic dialer and CRM to receive and make calls.
 Includes the telecom expenses.
 Access to customized reports which will give a clear picture on the team’s productivity and performance.
 Access to 100% call recordings
Other Benefits:
 Flatworld being a one Stop Shop can assist in several other business requirement. E.g. Software and Web development.
(Please refer : www.flatworldsolutions.com
 Capability to support 12 foreign languages.
o English, Spanish, Portuguese, German, Arabic, French, Italian, Japanese, Cantonese, Mandarin and Hindi

17. Take a Virtual Tour
http://youtu.be/E5ki1Rzqx5Y

18. HOW CAN WE HELP YOU TODAY?
Michael.Hermano@flatworld.com.ph
United States : +1 609-945-1685
Philippines : +63-917-704-7077
www.flatworldsolutions.com
www.outsource2india.com
ajit@flatworldsolutions.com