Report of Internship at Magus Customer Dialogue Private Limited, Chennai.

Submitted By

Michael Mario

15CS052

16-07-2018

Department of CSE

KCG College of Technology

 Table of Contents

Acknowledgment

Executive Summary

1. Profile of Organization’s sector and Overview of the organization : Magus Customer

Dialogue Private Limited, Chennai

2. Plan of internship

3. Training

4. Learning acquired by the intern

5. Problem Identified and Recommended Solution

6. Conclusion

References
 Acknowledgement

I record my deepest gratitude and thanks for the Management of Magus Customer
Dialogue Private Limited, Chennai for having selected and provided me with intense training
and capacity building during internship at their organization. I am grateful, in particular, to
Ms Preethi M, Team Leader, Advertising and Promotion Wing and Ms Neethu , HR for their
support and guidance for having made my internship skill-productive and career-meaningful.
 Executive Summary

The internship was done at Magus Customer Dialogue Private Limited, Alwarpet,
Chennai during June 2018. The intern ( Michael Mario V, ) was accepted into the programme,
having been selected through three-tier interview processes which included technical and HR
interview and Group Discussion.

Magus, a 100 crore turnover company in the IT & ITES sector is an industry leader
offering BPO services to major clients including HDFC, FORD, TATA SKY, AIRTEL etc., It
uses Banking software, Medplus Software, TVS , Business management, Medical Database
Management Services etc.

The objective of internship was of twofold: firstly understand company’s products and
services and to observe the application of IT architecture, platforms and other technologies
adopted to run day to day operations; secondly to train the intern on-job by participating in the
day to day service delivery including observation of management of system administration.
The period of internship (July 1st to June 25th 2018) included class room training and on-
job real time training. Orientation on the IT and ITES sector and its industries and market
position of Magus Customer Dialogue was briefed to the intern during class room training; they
also briefed about technology utilized and its day to day management of technology and IT
infrastructure.
Intern’s on-job training included B2C with inbound and outbound calls offering total customer
engagement end to end solutions. The product that was assigned to the intern was The Hindu
Business Club’s Seminars which was promoted at multi-locations in South India.

The skills, knowledge and experience the intern acquired were related to technology
adopted, its day to day operations, management, trouble shooting besides process skills related to
customer engagement including generating leads, information enquiry and feedback and
delivery of services.
 1. A Brief Introduction Of The Organization’s Business Sector And Overview Of
Magus

The sector comes under IT & ITES which is a billion dollar sector globally and locally in
India. BPO and KPO are few of the major subsectors with top industry players like Sutherland,
Ajuba, Mahindra Tech , Cape Gemini sharing large markets in India.

Magus has been offering end to end solutions in total customer engagement using high end
state of the art technology.

Overview of Magus Customer Dialog Private Limited:

Magus Customer Dialog Private Limited was established in 1989 at a point when the
concept of Customer Retention Management was still in its infancy. Magus is a forerunner in this
field and it is the first independent customer retention and customer response organization in
India. Magus also has the unique distinction of being the first company in this business segment
to receive the coveted ISO 9001: 2008 certification.
Magus is a company that you can rely on to support and strengthen your business strategy in the
area of customer retention management. Magus is capable of providing critical support services
in managing and executing your customer retention programs.

It handles clients drawn from diverse sectors, ranging from consumer goods, airlines, media
and retailing, to financial services, telecommunications and information technology. It has
clients several high profile companies such as Airtel , Asian Paints ,Citibank Financial Services,
Colgate , HDFC Bank , Hutch , Lenovo , Raymond and The Times of India to name a few.

Magus is a company that specializes in facilitating Customer Retention Management programs.

Magus strives to create a dialog between organizations and their customer base. It has the
necessary experience, and the expertise that is essential for handling highly sophisticated
customer relationship building programs. In the 21st century this concern has been further
refined given the greater understanding that It has today on customer relationships. The
questions that we should be asking today are -
  How can we foster loyalty and build long-term customer relationships?
 What kind of investments should we make towards retaining those customers that we
perceive to be our most valuable customers?
 How do we devise a multiple strategy and differentiated services to cater to all sections of
customers without neglecting any portion of our customer base?

At Magus, It has been asking these questions for several years and our product-mix is therefore
carefully designed to address various aspects of customer relationship building.

 The ‘Magus Customer Dialog’ consists of a comprehensive range of services that can
cater to a variety of customer retention programs
 It has the trained manpower that is capable of attracting the right customers for your
business
 It has people with the right skill-set to efficiently handle a wide range of customer
retention issues and customer loyalty programs
 It is capable of executing multiple strategies to target different segments within your
customer base.

Today, we have 29 years of experience under our belt and we have a presence across 7 key
locations in India. The list of clients in our repertoire bears testimony to our impeccable
reputation and vast experience garnered over the years in this field

Services offered by Magus

The company offers a wide range of call center service including both inbound and outbound
calls. We provide bilingual services in English, Hindi, Malayalam, Telugu, and Tamil. The most
common needs that we can fulfill are:

 Quality Database

 Data Mining

 Relationship Program

 Response time
 Fulfillment services

 Partnership program

 Media, Telecom & IT,

 Banking and finance sector

 Inbound and Outbound contact services

2. Plan Of Internship Program

The internship was done at Online Customer Engagement Process at Alwarpet, Chennai and
the period of internship was between Ist of July and 25th of July 2018. The training was obtained
in the IT System Administration Wing and Marketing Promotion Department, Voice Process.
The total duration of training was 200 hours of which 160 hours were utilized at Marketing
Promotion and the remaining hours were dedicated to orientation on day to day management of
System Administration. The working timing was 10 am to 7pm between Monday to Saturday;
Sunday was a weekly holiday.

3. Training Program

The objective of internship was of twofold: firstly understand company’s products and
services and to observe the application of IT architecture, platforms and other technologies
adopted to run day to day operations; secondly to train the intern on-job by participating in the
day to day Customer Engagement Processes and it includes observation of technology
management and host of trouble shooting for effective system administration.

Tasks and responsibilities performed:

The tasks, duties and responsibilities of the intern included Customer Engagement
through voice process in English and Tamil to promote membership of Seminar Programmes
conducted by The Hindu Club at multi-locations in South India and the States covered were
Tamil Nadu, Kerala and Andhra Pradesh.
 The intern was to make, over 100 outbound voice calls per day to promote the product
and achieve a minimum number of registrations of ten per day for the programme promoted by
The Hindu. Online chat, attending incoming enquiries and email response were also performed
towards customer engagement.

The performance and its appraisal of intern was monitored on day to day basis by the
Team Leader as all the activities were observed ‘live’ in real time and through online internal
network. The measure of outstanding performance was the quantity of calls made / attended,
emails and chats done , quality of content conveyed and communication and number of
memberships secured at the end of the day.

The intern made close to over 2000 calls during the entire period of training and closed
80 sales of membership registrations.

4. Learning acquired by the intern

a. Knowledge acquired:

The skills, knowledge and experience the intern acquired were related to technology
adopted, its day to day operations, management, trouble shooting besides process skills
related to customer engagement including generating leads, information enquiry and
feedback and
delivery of services.
 The technology adopted was C- Zentrix and Medplus a globally popular software and its
details are as follows :

C-Zentrix

C-Zentrix was developed with a vision of creating next-generation, simplified call center

technology solution by offering customer engagement center to enable better communication and

provide a 360° experience to the end customer. C-Zentrix's single box solution is unique one box
customer engagement solution in the world supporting over 150 concurrent agents. C-Zentrix

wishes to help organizations across industries to setup and manage their personalized customer

engagement center hassle free at low cost, bringing in high efficiency.

Its products and solutions are extensively used for Predictive Dialing, Inbound/Outbound Skill

based call routing, Interactive Voice Response System (IVRS), IPBX, Voice and Screen

Loggers, CRM, Conference Bridge, Robo call, Missed Call etc.

C-Zentrix has evolved further with Voice Commerce solutions and mobile based applications.

Its ticketing CRM and lead management solution (LMS) enable customers across

industries to provide a better customer experience for their end customers bringing in higher

productivity for the business. C-Zentrix omnichannel is transforming Customer Experience to

new heights.

C-Zentrix has presence across 5 continents with a special focus on the emerging markets. It is a

market leader in India and rapidly growing in new geographies.

 Medplus

PracticeIQ EHR+

PracticeIQ Electronic Health Record Plus (PiQ EHR+)® is a secure, scalable, fully integrated

Microsoft Windows client server application. PiQ EHR+ solves most of the issues healthcare

providers such as hospitals, clinics, doctor offices and others face on a day to day basis.

Key Benefits

 Fully integrated application in a familiar Microsoft Windows environment.

 Supports WEB/FTP DIRECT HIPAA ANSI 837 Electronic Billing.

 Supports both Professional and Institutional Billing.

 Prints latest Professional (CMS-1500) and Institutional (UB-04) forms.

 Bill direct. Clearinghouse services not required. Saves money.

 Cost effective productivity application that pays for itself in no time.

 Single and multi-user version available for all standard PC platforms.

 Offers multiple provider support for facilities with multiple practitioners.

 Provides HIPAA privacy support including secure Access & Audit Trail.

 Supports various user devices including wireless handheld microPC, Tablet Pen PC, Notebook,

and desktop Personal Computer or Workstation.

Features/Capabilities

 Electronic Medical Record (EMR). •Automated Charting

 Patient, Practitioner, & Partners Information. •Encounter Tracking

 •Intelligent Scheduling. •Imaging Support. •Document Management

 •HIPAA ANSI 837 Direct Electronic Billing

Professional: Medical, Supplier (DME), and Vision

Institutional: Long Term Care, Inpatient, and Outpatient

Also prints latest Professional (CMS-1500) and Institutional (UB-04) forms.

 •Prescription Support - writing, faxing, printing, tracking. •Practice Management

Pre-configured reports. Flexible support for various user devices including wireless handheld

microPC, Tablet Pen PC, Notebook, and desktop Personal Computer or Workstation.

 Highly scalable and expandable solution useable from a single doctor's office to a full multi-

location clinic or hospital network.

CHDP iForm - Quick & Simple Form

i-MedPlus CHDP iForm Edition is an easy to use, flexible, and cost effective medical billing

software. It support intelligent database-based paper claim processing and submission. It

supports state of California CHDP PM160 billing without incurring the usual overhead costs of

clearing houses. Claims can be printed on the standard PM160 forms for Medi-Cal and for all

HMO insurance carriers. Claims can also be internet e-mailed. The NEW v8 PM160 form is

supported.
 Key Benefits

 Supports Paper and Internet e-Mail Billing.

 Allows users to get paid for services ASAP!

 Easy to use application in the familiar Windows environment.

 Features WYSIWYG User Interface just like the real forms.

 Cost effective collaboration and productivity tool that pays for itself.

 Supports the NEW Medi-Cal v8 PM160 forms required from 11/18/07.

 Single and multi-user version available for all standard PC platform.

 Support multiple providers for facilities with multiple doctors.

 Supports database import/export from/to ODBC databases.

 Supports claim routing from front desk, to biller, to doctor.

CHDP Electronic

i-MedPlus CHDP Electronic Edition is an easy to use, flexible, and cost effective medical

billing software. It supports direct electronic claim submission, claim submission via the internet,

and paper claim submission. It supports state of California CHDP electronic billing without

incurring the overhead costs of clearinghouses. Claims can be printed on the standard PM160

forms for Medi-Cal and for all HMO or third party insurance carriers. The new PM160 v8 is

fully supported.

Key Benefits

 Supports DIRECT Electronic, Paper, and Internet Billing.

 Allows users to get paid for services ASAP!

 Easy to use application in the familiar Windows environment.

 Cost effective collaboration and productivity tool that pays for itself.

 Prints latest PM 160 v8 form and all it's HMO variations.

 Single and multi-user version available for all standard PC platform.

 Offers multiple provider option for facilities with multiple doctors.

 Imports demographics from other programs.

 Provides HIPAA privacy support including secure Audit Trail.

MedID Card PHR

Empower yourself and your patients by taking control of health records. MedID Card is a credit

card sized USB memory device containing MedIDWare™ software for tracking and accessing

personal medical information in emergencies. It enables healthcare professionals to quickly

locate emergency notification contacts, insurance information, medication, health history,

allergies, and more; plus it can hold important documents and images such as X-Rays, CAT

Scans, MRI, and Power of Attorney. Compatible with Microsoft Windows and Apple MAC.

Key Benefits

 Simple and intuitive self contained program requiring no download or internet connection.

 All data stays on MedID Card making it the most portable and secure system.

 View, edit, print, or email to your doctor or medical professional making sharing data simple.

 Provides users or first responders access to life saving information via 2GB flash drive.

 Create backup of health profile or duplicate any MedID Card in seconds to give to a family

member.

 A credit card device that fits in your wallet easily.

 MedID Card can be inserted into any compatible computer world wide for peace of mind while

traveling

 Compatible with Microsoft Windows and Apple MAC Pcs.

Features/Capabilities

 A USB 2.0 Software Integrated Device.

 Organize and manage your health records by

 adding health journals

 immunizations

 medications

 insurance information

 allergies

 medical conditions

 emergency contact information

 medical documents and images like X-Rays and MRIs

 storing other documents like power of attorney

 wherever you are your emergency information is with you

b. Skills acquired :
The skills and experience the intern acquired were related to technology adopted, its day
to day operations, management, trouble shooting besides process skills related to
customer engagement including generating leads, information enquiry and feedback and
delivery of services.
Goal setting, planning, goal achievement, reporting to superiors, integrity and taking
responsibility were improved.
 c. Values, attitudes acquired :
Values and attitudes of honesty, hard work, and tolerance group interactions were
improved.

d. The most challenging task performed:

Target achievement under challenging situation called for hard work and strategy;
when the team leader told the intern to compensate additional calls in lieu of those absent
on few days, it was a challenge but the intern organized himself by creating a passionate
mindset and went on to accomplish additional calls of 25 per day for three consecutive
days and it should be mentioned that the number of membership registrations during
those three days increased by twelve.

e. Strength, Weakness, Opportunities, Threats (SWOT) Analysis

The C-Zentrix is a powerful and user friendly technology that makes the work
productive, easy and hassle free. There is scope to improvise data base of prospective customers
by quality data mining and this will provide more successful calls.

5. Problem Identified and Recommended Solution

Currently the company uses the data base of prospective customers provided by certain
vendors and the conversion rate is between 4- 6 %. The quality and cost of data base has to be
reviewed as against conversion rate. There is scope to obtain quality data base of prospective
customers which will increase the conversion rate to 7-8%.

6. Conclusion

The internship was done at Magus Customer Dialogue Private Limited, Alwarpet,
Chennai during June 2018. The intern ( Michael Mario V, ) was accepted into the programme,
having been selected through three-tier interview processes which included technical and HR
interview and Group Discussion.
 The internship enabled twofold outcomes: firstly it helped to understand company’s
products and services and to observe the application of IT architecture, platforms and other
technologies adopted to run day to day operations; secondly it helped to train the intern on-job by
participating in the day to day service delivery including observation of management of system
administration.
Suggestion is made in this report with regard to accessing quality data base of
prospective customer base which would increase the conversion rate to 7-8%.

References and Sources Used

 http://www.india-press-release.com/press/press_featured/featured/430/c-zentrix-partners-with-
california-based-happyfox-crm
 https://martechtoday.com/martech-landscape-customer-data-platform-192126
 https://www.clarabridge.com/customer-engagement/
 https://www.nuance.com/omni-channel-customer-engagement/solutions-overview.html
 https://www.bigcommerce.com/blog/customer-acquisition-engagement/

****