HR 7 CareerHCL BPO

Interview support material

HCL BPO represents oneof HCL's most significant strategic business extensions and
investment to date. The focus andcommitment to BPO is based aroundHCL's globalclie
nt base and relationships, relatedtechnology domain expertise (such asCRM/ ERP/SCM
/ Imaging/ Workflow) and relevant industry practices (suchas Financial Services,R
etail and Telecom), In only its 3rd full year of operations, HCL BPO crossed $ 1
00Million in revenue at a growth rate of 82% YoY for FY05 ended 30th September 2
005.HCL manages processes in payment services, customer contact services, techni
calsupport services, F&A, order management and research analytics & modeling acr
osstelecom, retail, financial services and products &services.The essence of BPOis
risk-mitigated, high quality service delivery with focus aroundenhanced deliver
y infrastructure, service delivery excellence andcustomer relationshipmanagement.
The accent is onadvanced customer handling and communication skillsimparted thro
ugh the 'Empathy Lab', a sensitized approach for managing client-sideprocess sta
keholders, integration with process experts andcertifications such as COPCand BS:
7799, SAS 70.
HIGHLIGHTS:
NASSCOM rated HCL BPO No. 3 amongst top 15 third party ITES companiesBPO service
s in Northern Ireland received the prestigious 'Excellence in TrainingAchievemen
t Award'.Distributed delivery model with delivery centers inNorthern Ireland, Mal
aysia and IndiaFirst Indian BPO company toreceive the COPC certification for coll
ection servicesCertified for over 22 processes spanning Front Office and Back Of
ficeMulti-lingual capability in 6 ASEAN and 8 European languagesEstablished meth
odologies POEM process evaluation matrix and ARMOR deliverymethodology.
Contact Management and Front Office Support
HCL BPO provides a comprehensive range of Voice/Web base Contact and FrontOffice
Services that span Collections, Sales &Marketing, Technical Help Desk andCustome
r Care. Highly trained Associates underexperienced supervision and stringentquali
ty standards deliver services that consistently meet customer expectations andPr
ocess SLA's. Multi-lingual support in 6 European languages - French, Italian, Sp
anish,German, Dutch, and Swedish -is available from the BelfastDelivery Center.
Sales & Marketing
Order EntryReplenishmentLead GenerationProduct/ Service SalesMarket ResearchMark
et Entry SupportCustomer Profile DevelopmentSatisfaction TrackingPost Sales Serv
ice
Tech. Help Desk
L1, L2, L3 SupportTicket ManagementProduct Installation