Hinduja Global Collateral

Your Customers. Our Priority.

Innovative solutions designed with his lifetime loyalty in mind.

“… A true partner understands great things come from

inspired and respectful leadership, hard work

and creative thinking …”Client sinCe 2005

About Hinduja Global Solutions

AHindujaGroupcompany

Trustedbymanyoftheworld’smostrecognizedbrandnames

GlobalproviderofBPOandcustomermanagementsolutions

Morethan35yearsofexperience

Thirdpartystandards,includingSixSigma,ISO,HIPPA, CPI,COPC,andSAS70

Awardwinningoperations

Onshore,nearshore,andoffshoresolutions

Twentyoperationscentersinsixcountries

Global Network of Operations Centers

Acrossourglobalnetworkof locations,wedeliversolutions thatoptimizevalueandmaximizeperformance.Ourworldwidelocationsinclude:

United States

Canada

India

Philippines

Mauritius

Colombia (partner site)

United StatesPeoria, IL

Waterloo, IASt Louis, MO

El Paso, TX

IndiaBangalore

ChennaiMumbai

HyderabadMysore

Mauritius

PhilippinesManila

ColombiaBarranquilla

CanadaMontreal

A Consultative Approach Inpartnershipwithyou,wewillconsistentlyseeknewwaysandinnovativestrategiesto improve service, maximize value, and exceed expectations. Through a highlyconsultative approach, we will seek to understand your unique business objectives,andthenuseourexperience,combinedwithcustomerandperformancedata,tomakerecommendationsthatcontinuouslyaddvalueandgiveyouacompetitiveedge.

Data-Driven Operational PerformanceWeunderstandthatanidealbalanceexistsbetweenoperationalefficiencyandhighqualityperformance.Inparallelwithourday-to-dayoperations,weapplySixSigmaISOpracticestocontinuouslyseekwaystoimprovecostandoperationalefficienciestoyouradvantage.Usingthisapproach,wehavereducedrequiredtrainingtime,improvedcustomersatisfaction,increasedproductivity,andminimizedcustomerreturns.

Voice-of-the-Customer Response Understandingandrespondingtocustomerfeedbackiscriticaltobuildingastrongbrandandanexceptionalserviceexperience.Throughourcustomersatisfactionandloyaltydata,combinedwithcustomercasedataandoperationalstatistics,weuncoveryourcustomers’preferencesandusethatinformationtobuildsolutionsthatmakethemostofyourcustomercontacts.

Up-Sell and Cross-Sell StrategiesEach contact with your customers presents a unique opportunity to expandcustomervalue.Byevaluatingcustomerpurchasebehaviorandsalesoffers,wemakerecommendationstoimprovethelikelihoodthatcustomerswillbuymore,andwillpurchaseacrossyourbrands.

Asagloballypreferredbusinessprocesstransformationpartner,wecreatevaluethroughinnovativesolutionsdesignedtomaximizecustomerlifetimeloyalty.

Weunderstandtherearemultipletouchpointsthroughoutthecustomerlifecyclethatimpactsatisfactionandloyaltytoyourbrands.Werespondwithcosteffective,highqualityglobalsolutions,customizedtoyourbusinessobjectives.

Oursolutionsinclude:

Customercontactmanagement

Businessprocessoutsourcing

Customerdataanalytics

In partnership with you, we will make a positive impact on your businesssuccessthroughdata-drivenstrategicsolutionsthatcarefullymanagecustomerrelationshipstoyouradvantage.

It’s what we do everyday, and we’re ready to do the same for you.

Customer Contact ManagementBuildingstrongrelationshipswithcustomerswhentheyreachouttoyourcontactcentertranslatestocoreloyaltytoyourbrands,andincreasesthelikelihoodthatyourproductswillberecommendedtoothers.Regardlessofthereasonfortheircontact,ourCustomerServiceRepresentatives(CSRs)maximizesatisfactionandbrandloyaltywhileincreasingcustomervalue.

Our customer contact management solutions integrate multiple channelsincluding inboundandoutboundphone,e-mail,webchat, IVRandwebself-service,andwhitemail.Thescopeofoursolutionsincludes:

Customer care

Pre- and post-sale product information

Program enrollment

Technical and operational support

Inbound sales and order taking

Service-to-sale and save-the-sale

Business-to-business sales follow-up

Service dispatch

Up-sell and cross-sell

Warranty sales and service

Recall and promotion management

Business Process Outsourcing (BPO) Our BPO solutions are designed to streamline your businessoperations, allowing you to put 100 percent focus back onyourcorecompetency.OurcustomizedBPOsolutionsarecosteffective, highly efficient, and are delivered with impeccablequality. Whether processing customer claims, reviewingstreaming media, processing warranty cards, or buildinginsurance plans, our solutions drive performance that allowsyourbusinesstothrive.Plusourfullserviceproduct,accessory,letter, and brochure fulfillment operations close the loop oncustomerrequests.

ThescopeofourBPOsolutionsincludes:

Claims processing and adjudication

Plan building and claims audits

Account maintenance

Database building/cleaning

Application processing

Data entry

Product/literature fulfillment

Mailroom and scanning

Data AnalyticsHelping our clients understand more about their customers,andrespondtothedriversofcustomerloyaltyservesasasolidfoundation to design effective and efficient results orientedcustomer relationships solutions. We understand the valueof improving the probability that your products, services,and promotions will have strong mind-share the next time aconsumer ismakingapurchase.Weprovideyouwithpreciseanalysestoincreaseyourcustomers’loyalty.Usingdatawecollectaboutyourcustomers,wedelivercustomerintelligencethatthathelpstargetthecustomersthatarethemostprofitableforyou,anduncoverthefactorsthatmostinfluencebrandandproductloyaltyanddeflection.

Ourdataanalyticssolutionsinclude:

Satisfaction/loyalty surveys

Brand loyalty analytics

Operational optimization analytics

Competitive service research

“Hinduja has proven to be a resourceful and able business partner.”

Client sinCe 2007

Industries Served

Automotive

Banking and Financial Services

Consumer Electronics

Consumer Packaged Goods

Consumer Products

Healthcare

Insurance

Logistics and Transportation

Media and Entertainment

Pharmaceuticals

Publishing

Restaurants

Retail

Technology

Telecommunications

Hinduja Global Collateral

Documents

Transcript of Hinduja Global Collateral