Holistic Teletech Profile

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Offering Complete Value PrepositionHolistic Teletech India Pvt. Ltd. Copyright @2011


Holistic Teletech India Private Limited (HTIPL) is a leading ITES Company. Holistic offers outsourcing services to global clients through operational excellence with in-depth domain expertise in Financial Services, Market Research, Press & Media, Healthcare, Education and Legal. Holistic BPO Services division include Business Development, Sales, Customer Care, Research and Client specific Back Office and Front Office processes. Holistics delivery center is at the Satellite City of the capital of India i.e. Noida, and providing services to United Kingdom, United States & Indian Clients. Holistic Teletech India Private Limited (Holistic) is subsidiary of Diamond Group of Industries which has key strengths in Manufacturing for OEM companies, Real Estate, ITES Industry with an annual turnover of INR 650 Million and net worth of INR 2.5 Billion from clients across the Globe.Holistic Teletech India Pvt. Ltd. Copyright @2011 2


We dreamed of creating an organisation to provide IT enabled services, a company which understands and caters to client needs."

Our mission is to utilize our expertise in composite products to provide the absolute best value as measured by quality, cost, delivery, and innovation..We are firmly and sincerely committed in providing complete value preposition services of uncompromising quality to business and individuals. Our business will always be conducted with pride and the highest decree of ethics. We implement the most appropriate means for accomplishing each goal depending on the Clients need. Our goals as a company are: To provide best accuracy To provide quality BPO/ITES/ KPO Services To provide individualized account attention . To provide best in the Industry turnaround times . To maintain high ethical standards . To offer a complete value preposition services. To provide service, Good service and the Best service for our Clients..! Our innovative technology, progressive attitude and the degree to which we exceed the expectations of our clients are the key to our success. It is the personalized care and service we provide that will ensure that our clients return to us and recommend us to others.Holistic Teletech India Pvt. Ltd. Copyright @2011 3

Holistic Teletech India Pvt. Ltd. Copyright @2011


We use state of the art dialers with ACD to ensure 99.9% uptime and seamless transfer of calls. 100% calls are recorded and are stored at our FTP server from where our Quality Analysts can audit the calls. This ensures 100% transparency in determining intent of customers in quality leads generated by us. MIS reports are also stored on our FTP Server , so that the clients and the Sr. Management can access and do the analysis on real time basis. Plantronics dial pads / headsets with noise cancellation have been deployed for maximum performance and optimum quality of calls.

Holistic Teletech India Pvt. Ltd. Copyright @2011


3x24 ports FXS Gateway with 16 Mbps IPLC Optical Dual Link between UK/US and India to ensure 99.9% uptime and automatic alternate routing incase the link is down. 4 Separate Dual Quad Core Xeon Servers to ensure high performance computing with separate servers for Voice, Data and Application(Dialer) . Hardware and Software Firewalls to prevent misuse of information and to ensure complete Data Security. Currently, we have seating capacity of 180 agents which will be increased to 800 seats in next Quarter.

Holistic Teletech India Pvt. Ltd. Copyright @2011


Client Network

Client Firewall

Client end Connectivity

Client VPN Router Client Border Router

Internet ISP Circuit 1

ISP Circuit 2

Cisco Router


Cisco Router Cisco VPN Router OSPF Protocol

Call Center Network

Holistic Teletech India Pvt. Ltd. Copyright @2011


Holistic Teletech India Pvt. Ltd. Copyright @2011


Information Security at Holistic TeleTechPeople IT & Network security All writable devices & USB ports disabled Internet access only as per process requirement Access to printers restricted

Physical security

Operational practices Segregate sensitive info. processes with card access Restrict cell phone usage on floor TL & Mgr. only Paper shredders in place Printer disabled unless process requires Guards do physical search No local phones provided

Background checks for all employees

Facility manned with security guards 24x7 Guards do physical check Camera installation in progress Access cards in use

Police verifications & drug testing NDA signed by employees

FTP restricted Security policy & practices training LAN segmentation for various projects Sonic Firewall Content & URL filtering using WebSense Desktop security & access control as per group policy Outbound email - restricted to Holistic TeleTech domain

Holistic Teletech India Pvt. Ltd. Copyright @2011


Our BPO LandscapeDedicated Agent Programs: 24 x 7 x 365 Support

Customer Acquisition

Customer Care

Technical Support

Sales supportDemonstrated experience B2B lead generation B2C telesales campaignsUK/US Independent sales closure

Account set-up User registration Billing queries Billing dispute resolution Credit / refund process Customer care for leading PC Technical support for UK. Customer care & support for a cell personalization company

Installation support

How to issues Upgrades L1 & L2 support

Extended sales team for a software company Generating US$1M sales pa with 5 agentsSelect client examples

L1 & L2 support for leading network security solutions provide catering to SMBs

Working with a financial services company for B2B sales for telecom their collections process reseller from India 1,000 new connections per monthHolistic Teletech India Pvt. Ltd. Copyright @2011 10

Providing leads & support to client sales team

India Advantage Significant Growth in BPOOverall Cost Savings (%) Insurance Banking/ Finance Pharmaceutical Telecom 5.0-6.5 5.0-6.5 5.0-6.5 5.0-6.5Source:

EBIDTA increase (times) 3.5 x 1.5 x 1.3 x 1.1 x

Key opportunity areas Back office processing Call Center operations Back office processing Call Center operations Research and Development Call Center operations Billing Engineering & design Call Center operations Frequent flyer programs11

10.0-15.0 8.0-12.0

Automotive Airlines

40-60% cost saving

1.1 x 1.2 x

McKinsey analysis; Interviews

Holistic Teletech India Pvt. Ltd. Copyright @2011

Indias Value Proposition

40-60% cost reduction for offshored process Labour cost arbitrage, the reason for cost savings, likely to exist for next 20-30 years


Faster turnaround time Time zone difference 24 x 7 service Learning curve effect

Established methodologies and processes for better performance Well defined quantifiable quality and process metrics Access to highly qualified skill poolHolistic Teletech India Pvt. Ltd. Copyright @2011

Source: McKinsey-Nasscom


Top 5 Outsourcing ObjectivesFocus on Core Activity Reduced Costs Improved Operational Quality Achieve high productivity De-risk the business0%

91% 85% 35% 29% 12%20% 40% 60% 80% 100%

% RespondentsHolistic Teletech India Pvt. Ltd. Copyright @2011

Source Gartner13

What we can do for You & Your EnterpriseHosting & Managing Toll Free Number (Technical / Semi Tech/ Non- Tech Voice Support Service). Providing 24x7x365 Coverage- (Voice, Chat and Data)

Voice & Chat support in English, French, Spanish & Regional Desk.

Education Process outsourcing Solutions Technical and Semi-Technical Voice and Chat Services

Knowledge Process Outsourcing Solutions. Legal Process Outsourcing Solutions.

Holistic Teletech India Pvt. Ltd. Copyright @2011


Customer Contact Services Inbound Call processingOutbound Call Processing Outbound Call Filtration/ Survey E-Mail Management Outbound Lead Generation

Back Office Services

Accounting & Finance BankingData Digitization and Data Processing

HR Processing Insurance Claims/ Request Processing

Holistic Teletech India Pvt. Ltd. Copyright @2011


Customer Contact ServicesOutbound Services Customer Acquisition Customer Service Qualified Lead Generation Outbound Call Filteration Market Research/ Survey Customer Loyalty and Retention Programs Collections

Customer Contact Services

Email Management Customer Service Technical Support E-sales

Inbound Services Customer Service Internal Helpdesk Technical Support

Holistic Teletech India Pvt. Ltd. Copyright @2011


Holistic Teletech India Pvt. Ltd. Copyright @2011


Holistic Teletech India Pvt. Ltd. Copyright @2011


Client Experience

Holistic Teletech India Pvt. Ltd. Copyright @2011


Inbound / Outbound Programs

Telecom: A TELCO Company (Canada) Provided Customer Service that involved verifying the payment, type of connection and checking

the connection. During the program, information on phone type and billdetails were provided to customers.

Customer Service: Information Provisioning (UK).

Collection: US/UK based client Provided bad debt collectionsservices for a US and UK based companies. Media - US Newspaper Customer Care and Inbound upsells.

Holistic Teletech India Pvt. Ltd. Copyright @2011