RR BPO services pvt ltd

Slide: 2 R R BPO SERVICES PVT LTD

• Our Organization & Credentials

• Value Proposition

• Service Offerings

• Business Proposition

• Engagement & Transitioning Models

• USP

• Summary of Benefits

• Infrastructure


• We are a Startup Organization with abundant Expertise and Hands-on Experience in Tech Support and Contact Centre Management

• Our Management Team have held Senior Leadership Positions in Organizations such as Dell, GE, AT&T, Wipro, Accenture, etc.

• We have Multi-Geography Tech Support Exposure across USA, UK, Europe, Philippines & India

• We Focus & Drive Quality & Process Excellence

• We have always Delivered Results & met SLAs


State of the Art Infrastructure

World Class Technology

Robust Processes

People Capability

Proven Track Record

Readiness to Serve


People Capability

Process Capability & Quality

Technology

Infrastructure

Value

Experience &

Expertise

Domain & Industry

Knowledge

Proven Track

Record

6 Sigma TQM

Systems Applications

Security & BC Scalability

SLA Cost


People Capability


Technology

Infrastructure

Value

• Across Industries & Verticals

• IT, ITES, BPO, MFG, BFSI, Consulting

• Across Geographies

• USA, UK, Europe, Philippines, India

• Across Domains

• Tech Support, Customer Care/Support, Enterprise Support

• Across Functions

• Operations, Delivery, Quality, Process Excellence, Program Management

• Across Business Critical Aspects

• Productivity, Cost Optimization, Revenue Enhancement

• Proven Track Record • Tech Support & Customer Support for Large MNCs

• Global Consumer Services

• End-to-end Program Management

• Readiness to Serve • Seamless Transition, Migration & Operations Management

• Scalability & Effective Management of Peaks & Troughs

• Sufficient Talent Pool & Hiring based on Specific Requirements


• E-Services

• Product & Problem Diagnostics

• Self Healing, Self-help & Assisted Self-help

• Remote Support

• Problem Recovery

• Proactive Monitoring & Support

• Knowledge Management

• Productivity Solutions

• Analytics

• Metrics Management

• Productivity Improvement & Cost Optimization

• Automation & Tools

People Capability


Technology

Infrastructure

Value


WF


• Best in Breed Technology Solutions • Latest IVR Capability with Autodialer

• Exhaustive Diagnostic & Troubleshooting Tools

• Work-flow Management

• Highly Customized & Configurable Applications

• Security Systems – FW, VW, IPS

• Wireless & Network Security

• Secure Remote Access

• Payment Authentication Systems

• Fraud Management

• Robust Systems Integration • Real-time Access & Information Processing

• System & Process Emulation

• Robust Back-up and Data Recovery

People Capability


Technology

Infrastructure

Value


• World Class Computing & Telecom • Dell/HP Laptops & Desktops

• IBM Servers & Mainframes

• Cisco Routers & Switches

• Check Point Firewall

• Norton Virus Wall

• Top Layer Intrusion Prevention System

• Microsoft Licensed Business Software

• Datacentre Access

• Secure Networks & Seamless Connectivity • IPLC / ILL

• VPN Capability

• 99.9% Uptime Assurance

• Citrix Systems & Process Emulation

• Real-time Synchronization

• Cloud Computing

• Mobile Computing

People Capability


Technology

Infrastructure

Value


• State of the Art Facility

• New Plug-&-Play Facility (5000 Sq. Ft.)

• Long Term Lease Contract

• Seamless Expansion & Scalability – Multi-floor

• Management Cabins & Conference Rooms

• Fool-proof Access Control

• 24x7 Access & Round-the-clock Security

• Hygienic In-house Cafeteria and Pantry Services

• Ability to cater to your Specific Requirements/Demands

• Accessibility

• Located in Hyderabad IT Hub HITEC City

• Nearness to HITEC City Cyber Tower

• Nearness to Public Transport System

• Employee pick-up and drop Facility

People Capability


Technology

Infrastructure

Value


• Value Creation

• Value Centricity for your Clients & Customers

• Enhanced SLA Performance

• Improved Performance against Metrics

• Operational Excellence & Delivery Assurance

• Process Excellence & Re-engineering

• Revenue Enhancement

• Enhanced Business Performance through Six Sigma

• Cost Effectiveness

• Reduced Cost of In-efficiency through Lean Methodologies

• Cost Optimization

• Waste Elimination

• Customer Satisfaction

• C-Sat Benchmarking with the Best in the Industry

• Enhanced Customer Experience

• Improvement in Net Promoter Scores (NPS)

People Capability


Technology

Infrastructure

Value

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• Technical Support

• Technical Help Desk

• Inbound/Outbound Voice Support

• Email Support

• Chat Support

• Remote Support

• Dispatch Support / Field Support

• Web Support & Self-help

• Consumer Support

• Service Help Desk

• Global Consumer Support (Inbound & Outbound)

• Email, Chat & Web Support

• Multi-language Support

• Enterprise Support

• End-user support (Call, Email, Chat, Web, Widget)

• Self Product/Problem Diagnostics, Self Heal and Automation/Tools

• Predictive Analytics & Maintenance

• Knowledge Management


Technical Support Scope

Level-1 Customer Support Channels: Voice, E-mail, Chat, Web Focus: Customer Experience, Speed of Response, First Time Resolution Scope: Product Information, Up-sell/Cross-sell, Dispatch, RMA, Warranty, Rebates, Script Based Resolutions

Level-2 Technical Support Channels: Voice, E-mail, Chat, Web Focus: Customer Experience, Technical Resolution, Diagnosis, Troubleshooting ability Scope: Technical Diagnosis, Troubleshooting & Resolution (System, Network, Platform, Peripherals)

Level-3 Escalation Support Channels: Voice, E-mail, Chat Focus: Escalation Management, Technical Resolution, Damage Control, Knowledge Skills, Solution Accuracy Scope: Problem Simulation, Triage, Hot-fix, Workarounds

Level-4 Engineering Support Channels: Voice, E-mail Focus: Quality of Fix, On Time Service Delivery Scope: Sustenance, Bug-fix, Break-fix, Current Engineering, Testing, Feature Enhancement

L1 – L4 Support

Quality Processes

Productivity Improvement

Scalability

State of the Art Infrastructure & Technology

Processes

&

Tools

TAC

&

EUS

Tech

Leadership


Partnership Approach:

• We Understand your Business

• We understand your Products & Services

• We are aware of your Requirements

• We understand your Customers

• We service most of them

• We understand their needs & CTQ parameters

• We satisfy them

• We will Partner with you Effectively

• We will have a Long-term Relationship Model

• Involvement in Inception, Design & Deployment of your Products/Services

• We can do what is non-core to you but yet what is required to delight your customers

• We will Service those Customers that are not being serviced today and thereby create Goodwill and Revenue Opportunities for you


Capability with Cost-Effectiveness:

• We have the Capability

• We have the Proven track Record in having serviced large MNCs

• We have the hands-on Experience and Domain Expertise

• We have the necessary Robust Processes and Governance Mechanisms

• We will invest in the Infrastructure and Technology that is required

• We will be extremely Scalable

• We will meet all SLAs & Quality Standards as well as Focus on Continuous Improvements and World-class Business Practices

• We will hire based on your specifications and ensure the Best Talent Pool

• We will have Dedicated Resources Exclusive to your business and these will not be shared thereby retaining Expertise and Specialized Skills for you

• We will be Extremely Cost-Effective

• We will pass-on Huge Cost Savings to you

• We will pass-on Productivity Benefits to you

• We will focus on Revenue Enhancements and Cost Reduction Initiatives


Assessment Analysis Transition Migration Operations

Client Organization

Beyond Computing Relationship Manager

Client Functional Staff

Business Process

Specialists

Business / Process Analysts

Transition

Manager

Transition Manager & Team

Transition Manager & Team

Migration Manager & Team

Operations

Manager

Operational Excellence

Business Benefits

Process Participants Process Participants

1-2 Weeks 2 Resources

Offshore:95% Ons-site:5%







Pilot-Ongoing 100-200 Resources Offshore:95-100%

Ons-site:5-0%


Management

•Quality Plan•Process Control•Service

Responsibility•SLA Compliance

Ongoing

Management

•Quality Plan•Process Control•Service

Responsibility•SLA Compliance

Ongoing

Migration

•ResourceMigration

•ProcessMigration

•ProcessRe-engineering

•ApplicationDevelopment

•SystemsIntegration

•InfrastructureManagement

2 Weeks

Migration

•ResourceMigration

•ProcessMigration

•ProcessRe-engineering

•ApplicationDevelopment

•SystemsIntegration

•InfrastructureManagement

2 Weeks

Transition

•Adapt Process•Emulate Client

Process

•Operating Plan•Document SLA•Customer

Acceptance

3 Weeks

Transition

•Adapt Process•Emulate Client

Process

•Operating Plan•Document SLA•Customer

Acceptance

3 Weeks

•ProcessDocumentation

•Opportunity

Analysis–ROI/PB

•Identify

Solution/Costing

•Client Review

•Implementation

Plan

1 Week

Analysis

•ProcessDocumentation

•Opportunity

Analysis–ROI/PB

•Identify

Solution/Costing

•Client Review

•Implementation

Plan

1 Week

AnalysisAssessment

•Business

Understanding•Process

Mapping•Requirement

Assessment •Environment

Review •Viability Study

1 Week

Assessment

•Business

Understanding•Process

Mapping•Requirement

Assessment •Environment

Review •Viability Study

1 Week

Robust Execution/Delivery Methodologies Yielding Cost Savings

Tentative Time Lines

Robust Execution/Delivery Methodologies Yielding Cost Savings

Tentative Time Lines


• Clear-cut Business Understanding

• Proven Track-Record

• Existing Relationships

• Knowledge of Customer Needs and Issues

• Customized Service Offering

• Specific Infrastructure & Technology

• Specialized Work-force & People Capabilities

• Robust Processes, Controls and Governance

• Cost Optimization and Productivity Benefits

• Revenue Enhancement

• Continuous Improvement


Delivery Excellence •Infrastructure •Technology •Systems •Processes

Resource Capabilities •Highly Qualified •Certified •Experienced •Track Record

Operational Benefits

•Process Control

& Efficiency •SLA

Compliance •Critical

Performance Metrics

People Benefits

•Skills

Upgrade

•Competency Focus

•Employee

Satisfaction

Business Benefits

•Peak Revenue Potential

•Margins & Profitability

•Sustainable Growth

Robust Planning & Execution Methodology Quality Management (ISO, Six Sigma, TQM)

Process Excellence (COPC, CMMI)

Research &

Analysis

•Platforms

•Products/Services

•Industry

Business

Acumen

•Customer Centricity

•Best Practices

•Integrity

•Ethics

Program Management

•Transitioning

•Ownership & Resp

•PMP / Prince-II

World Class

Tech Support & Customer Support

Current IN Bound Processes Details The Management team lead by Mr. Mohammed Abdul Raouf & Mr. Mohammed Abdul Rahman has been leading large teams for Multinationals company's Such as Satyam Computers, TCS, Emirates National Bank of Dubai & IBM Singapore. We currently managing a large USA Tech Support Inbound client and supporting their ticket Customer Services and up-sell. Reference can be provided on request.

Switch

Internet

Tata Aircell

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Router CISCO

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• SERVER LICENCE AND SPECIFICATIONS.- IBM M2 X350

• 500 GB HD’s – RAID FIVE with 4 GB RAM and XEON DUAL

PROCESSER

The dual-socket IBM® System x3400 M2, incorporating IBM

X-Architecture™ features, provides

The x3400 M2 supports the latest quad- and dual-core Intel®

Xeon™ 5500 series

(Nehalem) processors, designed with up to 1066MHz memory

access and 8MB (4-core) or 4MB (twocore)

of L2 cache and Hyper-Threading Technology, to help provide

you with the computing power you.

registered DDR-3 memory with Chipkill™ ECC (Error

Checking and Correcting) protection—for high

A dual-port integrated high-speed Gigabit Ethernet controller

is standard, asAll models offer impressive scalability, including

dual-processor support and up to 96GB of memory. Some

1/1E/10/5/6, and even full-drive hardware

encryption. The x3400 M2 ships as a tower unit; CTO models

can be ordered as a 5U rack-mounted

server to help save precious data center floor space.

• Specifications

• Hardware

• Table 18-78: Technical Specifications for Cisco 2600 Series

• Description

• Specification

• Console Port/Speed

• 115.2 Kbps

• Auxiliary Port/Speed

• 115.2 Kbps with Dial on Demand Routing capability

• Processor

• Motorola MPC860 40 MHz (50 MHz for Cisco 262x)

• DRAM Memory

• Two DIMM slots supporting 16 to 64 MB total

• Flash Memory

• One SIMM slot supporting 4 to 16 MB

• Software options

• IP feature set bundled with chassis, other IOS feature sets offered as upgrade options

• Supported Releases: 11.3T or later, including 12.0 and 12.0T

• Other components included with Chassis

• IP IOS feature set, requires Flash and System Memory to support the IP feature set

• Power Cable

• LAN Cable(s)

• Auxiliary and Console Cables

• 19 in. Rack Mount Brackets

• Configuration documentation

• Reference documentation (CD ROM)

• Router management options

• Cisco View, Cisco Works, Cisco Voice Manager, ConfigMaker, Enhanced Set-up

•

specifications and warranty information for HP Compaq

dc7800 Small ...

HP Compaq dc7800 Small Form Factor PC - Business Desktop

PCs ... Intel® Celeron® Dual-Core

E1200 processor (1.60 GHz, 512 LB L2 cache, 800 MHz FSB)

340 GB Hard disk

2 GB RAM

DVD-RW

17’ Screen

Key Board

Mouse

1 GB Network Card

HOPE TO HEAR FROM YOU SOON Contact Us

RR BPO SERVICES PVT LTD

Door # 2-3-60/1

Amberpet

Hyderabad

India Email : [email protected]

Phone : 919700003774

918886721786

RR BPO services pvt ltd

Business

Transcript of RR BPO services pvt ltd