Download - Holistic Teletech Profile

Offering Complete Value Preposition

1Holistic 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.

Holistic’s 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.

OUR MISSION


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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.


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.


Call Center Network

Client Network

VPN RouterOSPF Protocol

Client Border Router

Client VPN Router

Client end Connectivity

Internet

Cisco Router Cisco

Client Firewall

ISP Circuit 2ISP Circuit 1

Cisco Router Switch


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PeopleOperational practices

Physical security

• 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

• Facility manned with security guards 24x7

• Guards do physical check

• Camera installation in progress

• Access cards in use

• All writable devices & USB ports disabled

• Internet access only as per process requirement

• Access to printers restricted

• FTP restricted

• 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

IT & Network security

9

• Background checks for all employees

• Police verifications & drug testing

• NDA signed by employees

• Security policy & practices training

Information Security at Holistic TeleTech


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Our BPO Landscape

Customer Acquisition

Technical SupportCustomer Care

• Account set-up

• User registration

• Billing queries

• Billing dispute resolution

• Credit / refund process

• Sales support

• B2B lead generation

• B2C telesales campaigns-

UK/US

• Independent sales closure

Demonstrated experience

Select client examples

• Extended sales team for a

software company

– Generating US$1M

sales pa with 5 agents

– Providing leads &

support to client sales

team

• B2B sales for telecom

reseller

– 1,000 new connections

per month

• Customer care for

leading PC Technical

support for UK.

• Customer care & support

for a cell personalization

company

• Working with a financial

services company for

their collections process

from India

L1 & L2 support for

leading network security

solutions provide

catering to SMBs

• Installation support

• How to issues

• Upgrades

• L1 & L2 support

Dedicated Agent Programs:

24 x 7 x 365 Support

10Holistic Teletech India Pvt. Ltd. Copyright @2011

Overall Cost Savings (%)

Insurance

Banking/

Finance

Automotive

Telecom

Pharmaceutical

Airlines

10.0-15.0

8.0-12.0

5.0-6.5

5.0-6.5

5.0-6.5

5.0-6.5

EBIDTA increase

(times)

40-60% cost

saving

3.5 x

1.5 x

1.3 x

1.1 x

1.1 x

1.2 x

Key opportunity

areas

•Back office processing

•Call Center operations

•Back office processing


•Research and

Development


•Billing

•Engineering & design


•Frequent flyer

programs

Source: McKinsey analysis; Interviews

India AdvantageSignificant Growth in BPO


Source: McKinsey-Nasscom

Cost

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 pool

India’s Value Proposition


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12%

29%

35%

91%

85%

0% 20% 40% 60% 80% 100%

De-risk the business

Achieve high productivity

Improved Operational Quality

Reduced Costs

Focus on Core Activity

% Respondents

Source Gartner

Top 5 Outsourcing Objectives


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What we can do for You & Your Enterprise


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Hosting & 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

Legal Process Outsourcing Solutions.

Knowledge Process Outsourcing Solutions.

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Customer Contact Services

Back Office Services

Accounting & Finance

Insurance Claims/Request Processing

Inbound Call processing

Outbound Call Processing

E-Mail Management

Data Digitization and Data ProcessingHR Processing

Banking

Outbound Call Filtration/ Survey

Outbound Lead Generation


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Outbound Services• Customer Acquisition• Customer Service• Qualified Lead Generation• Outbound Call Filteration• Market Research/ Survey• Customer Loyalty and

Retention Programs• Collections

E–mail Management• Customer Service• Technical Support• E-sales

Inbound Services• Customer Service• Internal Helpdesk• Technical Support


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Client Experience


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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 bill

details were provided to customers.

Customer Service: Information Provisioning (UK).

Collection: US/UK based client – Provided bad debt collections

services for a US and UK based companies.

Media - US Newspaper Customer Care and Inbound upsells.


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Outbound B2C customer acquisition programs Telecom: Handled a number of programs related to both basic telephony and mobile

connections in UK and the US

Finance: Handled a program related to refinancing of home loans

Debt Management Program – UK- Generated Premium Leads for the end client

Credit and Discount Cards: Handled programs related to Pay-As-You-go MasterCard, healthcare discount cards, money saving travel programs and Internet benefits club cards

Security System: Handled a program for home alarm security

Outbound B2B customer acquisition programs Telecom: Handled a customer acquisition program for basic telephony company in UK.

Security System: Handled a customer acquisition program for office alarm security systems

Others: Handled customer acquisition program for software product suite and solutions of an IT Services company and for a Corporate gift company (UK)


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Other Services:-

Data & Backend Services

Telesales Verification

SEO & SEM Services.

Website & Software Development

EPO

LPO

KPO & Complete Health Care Domain.

BPO –( Voice / Non- Voice All Segments).


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Good Service – SatisfiedCustomers

Higher Sales /Customer Service/ SLA’s

High Revenue/More profits

Higher Incentives/Bonus toEmployees

Service-oriented employees


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Some customers have „high‟ expectation

some have „low‟ Expectation

All customers either have a „great‟ experience or

some have a „poor‟ experience


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high expectations

low expectations

a ‘poor’

experience

a ‘great’

experience

‘disaffected’

‘devoted’‘disappointed’

‘delighted’

Lets look at it like this


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We at Holistic TeleTech aim at building beyond the Satisfied

Customers, Beyond even delighted Customers

We aim at Building Devoted Customers for our valued and

serviced clients


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80 % of defectors express

satisfaction with the

previous supplier.

So

forget ‘satisfaction’ think

‘devotion’

80%

20%


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high expectations

low expectations

a ‘poor’

experience

a ‘great’

experience


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Our Vision : Integrated service offerings across the value chain...3

Telesales & Telemarketing

Payroll Processing

Customer Care

Web Sales & Marketing

Customer Analysis

CollectionsBilling Services

Data Conversion

Claims Administration

Accounting

Operations

Project Office

Billing

Telecom

Collections

Customer Service

Web based Support

Payroll

Healthcare & Financial Services

Billing

Claims Administration

Customer Care

Electronics & High-Tech

Web Support

Billing

Accounting

Payroll

CRM Offerings Back Office Offerings

Retail

BillingCollections

Customer Care

Telesales

Benefits Processing

Value Prospecting


Delivery ModelHolistic TeleTech strives for

delivery excellence through our

reliable offshore operation

supported by the State-of –Art

infrastructure. Our ability to build

strong working relationship through

our value ads and innovation in our

work makes us unique in the

market. Our methodology drives

focus on all the important aspects

that drive delivery excellence.

1.Reliable IT & Infrastructure

2.SLA management

3.Quality Assurance

4.Customer Satisfaction

5.Information Security

6.People Management

Reliable IT and

Infrastructure

SLA

management

Quality

Assurance

Customer

Satisfaction

Information

Security

People

Management


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DR and BC planning

Disaster Recovery Management: Holistic TeleTech‟s unique approach

•Identification of business-critical processes and components

•Risk Management and Business Impact Analysis

•Definition of Recovery Windows

Mitigation plans

•Disaster handling plan, Contingency plan, Business resumption plan

•Testing and knowledge management

Review and optimization

•Key features of the Business Continuity Planning/Disaster Recovery Planning

•Emergency response teams are formed, and trained on recovery procedures

•Highly reliable network infrastructure with multiple redundancies

•Robust backup practices for critical data

•Power redundancy through generator sets and high-performance UPS systems

•State-of-the-art building management and security systems


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Recruitment Process

Key personnel: Internal resources: Implementation Manager, Team Leaders & Supervisors with relevant exp.Team members: External resources: Agents with similar background to be hired as below

Candidates’ profile for client program: English speaking graduates Experienced in similar services programsEmpathy, Professionalism, fact finding & interpersonal skillsExcellent customer care orientation

Highly customizable recruitment solution that will address client’s requirements

Source• Centers handling

similar programs• HR database & Referrals• Advertisements & Job Portals• Head Hunting

Tests• Written skills(Aptitude, grammar & comprehension)• Domain skills evaluation

Initial HR screening• Behavioral fitment• Technical/Job profile fitment• Overall suitability

Background check before final offer

Final Interview with front line supervisor/Manager(involvement of client teamin case required )

Training dept. actively involved in recruitment by way of designing & conducting tests.

Final Selection Ratio : 1/151.

2.

3.4.

5.


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Training Process


Transition Planning

Process Design

Implementation Phase

Minimum performanc

e LevelsBaseline Goal

Best practices

Project Team Identification

Project Planning

Communication / Relationship Plan

Technology Solution Identification

Training Implementation Plan

HR Plan

As-Is Process

Adapted Process

Process Mapping & SOPs

Critical ProcessMeasures -targets & operational definitions

Reporting Formats

FMEA

Recruitment

Training Progress & Records

Technology testing/ Establish connectivity

Toll Gate reviews

Sign-Off for Pilot

Transition Process

Nesting

Additional staffing for learning curve

Individual Action/ Development Plan

Quality Audit / Feedback

Process Audit

Performance Score Card

Individual Action/ Development Plan‘Training / development calendar

Bottom 10% Churn

Root cause analysis


Process Audit

Incentive roll out / R&R

Skill Verification

Individual Action/ Development Plan

Skip Level / Feedback Process


Process Audit

Process / Performance Defect analysis

6 Sigma Quality Project


Incentives Roll Out

Process Audit

Proven experience of transitioning over 25 diverse and complex processes

Pre-Production Roadmap Production Roadmap

6σ based Transition methodology


• Balanced Performance Focus Areas (Points Allocated to Each - Variable)

Productivity (Metrics: AHT & Utilization)

Attendance (Metrics: Medical/Emergency Leave & Tardiness)

Quality (Metrics: Customer Satisfaction, Call Monitoring, Quiz, Compliments & Complaints)

• Points are Allocated for each Performance Area & Metric Based on Success

• Bell Curve Concept

Staff Ranked Against Each Other for Each Performance Metric

o TOP 10% (100% of Points Available)

o NEXT 20% (75% of Points Available)



o BOTTOM 10% (0% Points)

• Both Individual Performance & Team Performance determines “My Points”

• Front Line Staff Results feed directly to managers

• Total Pot Accumulated by Staff / Skill Group

Total Group Pot $$$ / Total Group Points Earned = $ per Point

$ per Point x My Points = My $$$


SLA Management-Operations methodology

Transition

•Seamless transition without any impact to

the operations.

Cost

• Independent operation with minimum/no

support from onshore.

Streamline

•Do it better by sharing the best practices

and organizing the process tasks.

Simplify

• Improve the efficiency and increase in

productivity.

Transform

• Identify the area of opportunity and work on

Automations etc

3 months

6 months

12 months

18 months

24 months


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People ManagementPeople – Performance

Stringent Recruitment Process

Individual Development Plan

Corporate trainings

Goal alignment

Knowledge Repository

Best Practice Sharing

Executive addressing

Dedicated employee relation HR

Transport arrangement

Talent Retention Plan

Rewards & Recognition


Copyright @2011

For Business Queries :- [email protected]

Fixed line :- +91- 120- 4117777

extension:- 202 & 203

Delivery Center :- B-67, Sector-63

Noida, UP- 201301 (Delhi NCR)


Copyright @2011

mailto:[email protected]