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Holistic 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.
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Holistic Teletech India Pvt. Copyright @2011 4 . Ltd.
Copyright @2011 5 . This ensures 100% transparency in determining intent of customers in quality leads generated by us.9% uptime and seamless transfer of calls. We use state of the art dialers with ACD to ensure 99. Management can access and do the analysis on real time basis. 100% calls are recorded and are stored at our FTP server from where our Quality Analysts can audit the calls. Ltd. so that the clients and the Sr. Holistic Teletech India Pvt. MIS reports are also stored on our FTP Server . Plantronics dial pads / headsets with noise cancellation have been deployed for maximum performance and optimum quality of calls.
Hardware and Software Firewalls to prevent misuse of information and to ensure complete Data Security. 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. Holistic Teletech India Pvt. 4 Separate Dual Quad Core Xeon Servers to ensure high performance computing with separate servers for Voice. we have seating capacity of 180 agents which will be increased to 800 seats in next Quarter. Currently. Data and Application(Dialer) . Ltd. Copyright @2011 6 .
Ltd.Client Network Client Firewall Client end Connectivity Client VPN Router Client Border Router Internet ISP Circuit 1 ISP Circuit 2 Cisco Router Switch Cisco Router Cisco VPN Router OSPF Protocol Call Center Network Holistic Teletech India Pvt. Copyright @2011 7 .
Copyright @2011 8 .Holistic Teletech India Pvt. Ltd.
Information Security at Holistic TeleTech People 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. 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 . Copyright @2011 9 9 .restricted to Holistic TeleTech domain Holistic Teletech India Pvt. processes – with card access • Restrict cell phone usage on floor – TL & Mgr. Ltd.
Ltd.000 new connections per month Holistic Teletech India Pvt. Copyright @2011 10 – Providing leads & support to client sales team .Our BPO Landscape Dedicated Agent Programs: 24 x 7 x 365 Support Customer Acquisition Customer Care Technical Support • Sales support Demonstrated 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 agents Select 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.
India Advantage Significant Growth in BPO Overall Cost Savings (%) Insurance Banking/ Finance Pharmaceutical Telecom 5. Ltd.5 5.0-6.5 5.3 x 1. Copyright @2011 .1 x 1.0-12.0-6.0-6.0-6.1 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 programs 11 10.0-15.5 5.0 8.5 x 1.5 Source: EBIDTA increase (times) 3. Interviews Holistic Teletech India Pvt.5 x 1.2 x McKinsey analysis.0 Automotive Airlines 40-60% cost saving 1.
India’s Value Proposition 40-60% cost reduction for offshored process Labour cost arbitrage. Copyright @2011 Source: McKinsey-Nasscom 12 . Ltd. the reason for cost savings. likely to exist for next 20-30 years Cost 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 Holistic Teletech India Pvt.
Copyright @2011 Source Gartner 13 . Ltd.Top 5 Outsourcing Objectives Focus on Core Activity Reduced Costs Improved Operational Quality Achieve high productivity De-risk the business 0% 91% 85% 35% 29% 12% 20% 40% 60% 80% 100% % Respondents Holistic Teletech India Pvt.
Copyright @2011 14 .What we can do for You & Your Enterprise Hosting & Managing Toll Free Number (Technical / Semi Tech/ Non. French. Legal Process Outsourcing Solutions. Chat and Data) Voice & Chat support in English. Ltd. Education Process outsourcing Solutions Technical and Semi-Technical Voice and Chat Services Knowledge Process Outsourcing Solutions. Holistic Teletech India Pvt. Providing 24x7x365 Coverage. Spanish & Regional Desk.Tech Voice Support Service).(Voice.
Copyright @2011 15 . Ltd.Customer Contact Services Inbound Call processing Outbound Call Processing Outbound Call Filtration/ Survey E-Mail Management Outbound Lead Generation Back Office Services Accounting & Finance Banking Data Digitization and Data Processing HR Processing Insurance Claims/ Request Processing Holistic Teletech India Pvt.
Copyright @2011 16 .Customer Contact Services Outbound Services • • • • • • Customer Acquisition Customer Service Qualified Lead Generation Outbound Call Filteration Market Research/ Survey Customer Loyalty and Retention Programs • Collections Customer Contact Services E–mail Management • Customer Service • Technical Support • E-sales Inbound Services • Customer Service • Internal Helpdesk • Technical Support Holistic Teletech India Pvt. Ltd.
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Copyright @2011 19 . Ltd.Client Experience Holistic Teletech India Pvt.
Copyright @2011 20 .Inbound / Outbound Programs Telecom: A TELCO Company (Canada) – Provided Customer Service that involved verifying the payment. Holistic Teletech India Pvt. Media .US Newspaper Customer Care and Inbound upsells. Ltd. Collection: US/UK based client – Provided bad debt collections services for a US and UK based companies. information on phone type and bill details were provided to customers. During the program. type of connection and checking the connection. Customer Service: Information Provisioning (UK).
Ltd. 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. Copyright @2011 21 .Generated Premium Leads for the end client Credit and Discount Cards: Handled programs related to Pay-As-You-go MasterCard. 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) Holistic Teletech India Pvt.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.
Other Services: Data & Backend Services Telesales Verification SEO & SEM Services.Voice All Segments). Copyright @2011 22 . BPO –( Voice / Non. Website & Software Development EPO LPO KPO & Complete Health Care Domain. Holistic Teletech India Pvt. Ltd.
Ltd. Copyright @2011 23 .Higher Incentives/Bonus to Employees High Revenue/ More profits Service-oriented employees Higher Sales /Customer Service/ SLA’s Good Service – Satisfied Customers Holistic Teletech India Pvt.
Ltd. Copyright @2011 24 .Some customers have „high‟ expectation some have „low‟ Expectation All customers either have a „great‟ experience or some have a „poor‟ experience Holistic Teletech India Pvt.
Copyright @2011 25 .high expectations ‘disappointed’ a ‘poor’ experience ‘disaffected’ Lets look at it like this ‘devoted’ a ‘great’ experience ‘delighted’ low expectations Holistic Teletech India Pvt. Ltd.
Ltd. Copyright @2011 26 . 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 Holistic Teletech India Pvt.
Copyright @2011 27 . So forget ‘satisfaction’ think ‘devotion’ 20% 80% Holistic Teletech India Pvt.80 % of defectors express satisfaction with the previous supplier. Ltd.
Ltd. Copyright @2011 28 .high expectations a ‘poor’ experience a ‘great’ experience low expectations Holistic Teletech India Pvt.
Our Vision : Integrated service offerings across the value chain.3 Web Sales & Marketing Payroll Processing Telesales & Telemarketing Customer Care Customer Analysis Collections Data Conversion Claims Administration Benefits Processing Billing Services Accounting CRM Offerings Back Office Offerings Electronics & High-Tech Billing Web Support Payroll Accounting Telecom Billing Collections Customer Service Payroll Value Prospecting Web based Support Project Office Billing Customer Care Operations Customer Care Billing Collections Telesales Claims Administration Healthcare & Financial Services Retail Holistic Teletech India Pvt. Copyright @2011 29 .. Ltd..
SLA management 3.Delivery Model Holistic TeleTech strives for delivery excellence through our reliable offshore operation supported by the State-of –Art infrastructure.Information Security 6. 1.Quality Assurance 4. Our methodology drives focus on all the important aspects that drive delivery excellence.Customer Satisfaction 5. Copyright @2011 30 .Reliable IT & Infrastructure 2. Ltd.People Management Reliable IT and Infrastructure People Management SLA management Information Security Quality Assurance Customer Satisfaction Holistic Teletech India Pvt. Our ability to build strong working relationship through our value ads and innovation in our work makes us unique in the market.
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. Ltd. Copyright @2011 31 . 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 Holistic Teletech India Pvt.
Copyright @2011 32 .Holistic Teletech India Pvt. Ltd.
Team Leaders & Supervisors with relevant exp.Recruitment Process Key personnel: Internal resources: Implementation Manager. Source • Centers handling similar programs • HR database & Referrals • Advertisements & Job Portals • Head Hunting Final Selection Ratio : 1/15 5. Initial HR screening • Behavioral fitment • Technical/Job profile fitment • Overall suitability Candidates’ profile for client program: English speaking graduates Experienced in similar services programs Empathy. actively involved in recruitment by way of designing & conducting tests. Ltd. fact finding & interpersonal skills Excellent customer care orientation 4. Copyright @2011 33 . Background check before final offer 2. Tests • Written skills (Aptitude. Professionalism. Highly customizable recruitment solution that will address client’s requirements Holistic Teletech India Pvt. Team members: External resources: Agents with similar background to be hired as below 1. Final Interview with front line supervisor/Manager (involvement of client team in case required ) 3. grammar & comprehension) • Domain skills evaluation Training dept.
Ltd.Training Process Holistic Teletech India Pvt. Copyright @2011 34 .
Copyright @2011 35 Goal Incentive roll out / R&R Skill Verification Best practices Process / Performance Defect analysis 6 Sigma Quality Project Quality Audit / Feedback Incentives Roll Out Process Audit Communicatio n / Relationship Plan Technology Solution Identification Training Implementatio n Plan HR Plan Process Mapping & SOPs Critical Process Measures targets & operational definitions Reporting Formats FMEA Technology testing/ Establish connectivity Toll Gate reviews Sign-Off for Pilot Individual Action/ Development Plan Skip Level / Feedback Process Quality Audit / Feedback Process Audit Process Audit Proven experience of transitioning over 25 diverse and complex processes .6σ based Transition methodology Pre-Production Roadmap Transition Planning Project Team Identification Project Planning Process Design As-Is Process Adapted Process Implementatio n Phase Recruitment Training Progress & Records Minimum performanc e Levels Transition Process Nesting Additional staffing for learning curve Individual Action/ Developmen t Plan Quality Audit / Feedback Production Roadmap Baseline Performance Score Card Individual Action/ Developmen t Plan ‘ Training / developmen t calendar Bottom 10% Churn Root cause analysis Quality Audit / Feedback Process Audit Holistic Teletech India Pvt. Ltd.
• Balanced Performance Focus Areas (Points Allocated to Each . Ltd. Copyright @2011 36 .Variable) Productivity (Metrics: AHT & Utilization) Attendance (Metrics: Medical/Emergency Leave & Tardiness) • • Quality (Metrics: Customer Satisfaction. Call Monitoring. 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 o o o TOP 10% (100% of Points Available) NEXT 20% (75% of Points Available) NEXT 40% (50% of Points Available) NEXT 20% (25% 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 $$$ / Total Group Points Earned = $ per Point $ per Point x My Points = My $$$ Holistic Teletech India Pvt. Quiz.
SLA Management-Operations methodology Transition • Seamless transition without any impact to the operations. • Improve the efficiency and increase in productivity. • Identify the area of opportunity and work on Automations etc Holistic Teletech India Pvt. • Independent operation with minimum/no support from onshore. Ltd. • Do it better by sharing the best practices and organizing the process tasks. Copyright @2011 3 months 6 months Cost 12 months Streamline Simplify 18 months 24 months Transform 37 .
Ltd.People – Performance Stringent Recruitment Process Individual Development Plan Corporate trainings Goal alignment Knowledge Repository Best Practice Sharing Executive addressing Dedicated employee relation HR People Management Transport arrangement Talent Retention Plan Rewards & Recognition Holistic Teletech India Pvt. Copyright @2011 38 .
Copyright @2011 39 .120. Ltd.202 & 203 Delivery Center :- B-67.For Business Queries :.201301 (Delhi NCR) Holistic Teletech India Pvt.info@holisticteletech. UP. Sector-63 Noida.+91.4117777 extension:.com Fixed line :.