Comp Profile Director 241109

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VE TELESERVICESLIMITED

D-1, Sector F, Near Central WaterCommission Office, AliganjLucknow. (UP) -226024 India.

Phone: 0522-4003528, 4082540.Visit us at:


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CONTENTS

INTRODUCTION

ORGANIZATION CHART BUSINESS AREAS

OUR INFRASTUCTURE

TECHNOLOGY FOR DOMESTIC PROCESS

DETAILS FOR DIALER AND ACD

TECHNOLOGY FOR INTERNATIONAL PROCESS DETAILS OF THE EQUIPMENTS USED IN OUR SET-UP

SERVICES AREAS

OUR ASSOCIATES

OUR CLIENTS

TRAINING PROJECTS COMPLETED

PROJECTS IN PROGRESS

PROJECTS UNDER DESIGN AND FUTURE PLANS

REGISTRATIONS AND CERTIFICATES

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH-226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visitus at: www.veteleservices.com]

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INTRODUCTION

VE TELESERVICES LIMITED is an organization having an extensiveexperience in call center /BPO related activities. In a span of around four yearswe have grown by leaps and bounds and are one of the leading organizations inBPO Industry. The organizations mission is to provide quality services in the BPO

industry by hiring skilled and dedicated personnel. We wish to provide servicesof customer delight using the state of the art technology. We are pleased toboast that we are amongst the first few organizations in Lucknow city with a 100seats call center with the best of the people and infrastructure. We have theability to accept clients with as small as 10 seats and up to 100 seats in ourcurrent facilities. We have the ability to open more seats as needed inconjunction with the needs of our clients to another 100 Seats.

VE TELESERVICES LIMITED has the ability to provide reporting and complianceas per the clients requirements. We are looking to build long term relationshipswith our clients and to help them grow their business. We can offer a Go Livedate of within a short period time after signing of the contract. This allows us to

recruit, obtain, and pull from our existing pool of qualified agents in order tomaximize the campaign for your account. This time is also used to train theagents in accordance to your specifications. We have strong in-house technicaland operational talent pool with 24x7 shift coverage and Commitment to Quality& Financial Stability.

ABOUT THE STAFFWe are a company rich in Intellectual Capital all our key personnel have years

of relevant experience in working with Global/Domestic Contact Centers 60% ofour Advisors on the phones have had relevant Call Centre experience Theemployees in all other roles have been trained & tested for qualification, quality,commitment and competency and are also trained to enjoy challenges at work

OUR VISIONTo build a highly professionally and well managed company reinforced by a

network of competent business associates. We intend achieving this by providingsecond to none economical commercial solutions. To provide outsourcedbusiness solutions to Global Customers with appropriate adherence to theLegislative, Statutory, Compliance and Health & Safety norms prevalent in theoutsourcing country. To predict and manage the risk factors accompanied withoutsourcing, tonsure seamless transition of business processes, in a planned andphased manner. To exceed customer requirements with the continualimprovement of their existing processes using analytical tools and standardized

quality improvement methodologies. We are looking forward to providing well


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trained, quality and peerless manpower to the upcoming and well establishedcompanies.


ORGANISATION CHART

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OUR INFRASTRUCTURE


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We are located only:

500 meters away from KAPOORTHALA SQUARE (One of the prominentbusiness Hub in Lucknow City).

8 KM away from the RAILYWAY STATION.

15 KM away from the AMAUSI AIRPORT.

Thus providing an easy access route to all employees and visitors


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OUR TECHNOLOGY FOR DOMESTICPROCESS


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DETAILS FOR DIALER & ACD USED IN OURSET -UP

Hardware Based ACD.

We have ACCORD EPBX based CTI telephony technology for Inbound /Outbound calling with 256 ports using 3 E1 lines , and AMS Server for Real TimeMonitoring and separate voice logger.

Routing incoming calls is the task of the ACD system. ACD systems are oftenfound in offices that handle large volumes of incoming phone calls from callerswho have no need to talk to a specific person but who require assistance fromany of multiple persons (e.g., customer service representatives) at the earliestopportunity

Software Based Switch ACD (Asterisk Server) &Predictive Dialer

In this ACD also known as Automated Call Distribution, is a device or systemthat distributes incoming calls to a specific group of terminals that agents use. Itis often part of a computer telephony integration (CTI) system.

We are using Server Based Contact Center Solution from Galaxy Our ServerBased call centers solution Galaxy is the software based call center solutionwherein all the voice switching and call center applications are handled on theserver and software.

Following are the features of our Galaxy Server based Contact CenterSolution.

Single Vendor System: Most of the solutions and its components (OBD,CTI, ACD, Logger etc) are designed and implemented by Galaxy henceresolves lot of vendor coordination and integration issues. Based on openArchitecture: The solutions are based on the open common Technologiesand offer open APIs so the customer can customize the systems accordingto their specific needs.

Low Cost Implementation and System integration

Faster Implementation


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Low Cost of Ownership: If all the contact center channels are beingintegrated, Server based option provides a low cost proposition.

Modular Nature: Most of the product features are offered in modulesthat can keep the cost down as unnecessary features/ Options are notbought by the customers.

Flexible User Interface

Internet Ready: Any Internet based application for contact center canbe integrated readily.

Implementation of a predictive dialer allows us to spare abundance ofskilled manpower for administration and operations. Constrained byreliability of Server/ OS: Most of the call center based applications arebased on Windows OS for server based, and windows OS are always beenprone to crashing and hanging, which makes this option as unreliable, toovercome the issue Galaxy dialer runs on Linux, which is most reliableand virus free.

The predictive dialer monitors the answers to the calls it places,

detecting how the calls it makes are answered. It discards unansweredcalls, busy numbers, disconnected lines, answers from fax machine,answering machine and similar automated services, and only connectscalls answered by people. Thus, it frees agents from the task of manuallydialing telephone numbers and subsequently listening to ring-tones,unanswered or unsuccessful calls.

A predictive dialer can dramatically increase the time of an agent spends

on communication rather than waiting.


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OUR TECHNOLOGY FOR INTERNATIONALCALL CENTER


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DETAILS OF THE EQUIPMENTS USED INOUR SET-UP

Name of theequipment

Nos Manufacturer/Provider

Date OfPurchase

%Utilize

dPredictive Dialer 01 E-Horizon 100

%

EPBX 01 ACCORD 70%

Predictive Dialer 01 People Tech 75%

Switch 02 D Link 100%

Hp Laser Printers 2 HP 100%

Switch 02 Linksys 100%

Desktop Computers 100 HCL 80%

Servers 03 HCL AVAILABLE

100%

Routers 02 Cisco ON

REQUEST

100

%

Linksys (pap2 adaptor) 08 Cisco 85%

UPS(6KVA+12KVA) 04 Liebert & APC 100%

E1 & PRI Lines 02 TATA 50%

MPLS RF connectivity(managed VOIP 2MB)

01 SIFY 100%


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SERVICE AREAS

Contact Center Services are VE TELESERVICES LIMITEDS primary offering. Wework with clients in the India, UK, CANADA and Australia across a broad-spectrum of industries and also have the expertise in delivering the followingkinds of services:

OUR SERVICES Customer Care Services

Inbound & Outbound Voice Business Process Outsourcing

Telemarketing

Lead Generation

Back Office Operations

Professional Call Center Training / Personality Development

Voice & Accent Training

Software Development

Technical Support

Call Center Setup & Support

Placement Consultancy

Project Management Service Provider Relationship Management

VE TELESERVICES LIMITED has developed the outsourced call centertechnology infrastructure in order to build a strong scalability platform and offera highly diverse and reliable connectivity solution to its clients. Our Technologymeets global business standards and we are tied up with companies like Cisco,D-Link, HCL, MacAfee and Microsoft to cater to our telephony, hardware, networkand database requirements.

SECURITY AND INFRASTRUCTURE PROCESS

We use high availability and high performance firewalls for securing theparameters. Remote user authentication is done using a 2factor authenticationsystem. The data protection during transit over public networks is achieved bysetting up site to site VPNs using a 3DES encryption. Outbound monitoring on alldata transfer mechanisms and all email systems is done using world-renownedantivirus software. Any change to information system and network is controlledthrough a documented control change process. Our Incident ManagementProcess is detailed along with roles, responsibilities and procedures to ensure anappropriate response to IT incidents including security.

Access to information and business processes is controlled on the basis of

business and security requirements.


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OUR ASSOCIATES

Our key strategic partners are CISCO, HCL, HP, PEOPLE TECH, MICROSOFT,DLINK, E-horizons, Sikkanet.


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OUR CLIENTS

*All logos depicted here are properties of their registered owners and are shown forreference only.


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TRAINING @ VE TELESERVICES LIMITED

In a country like India where English is now becoming a mainstreamlanguage ,Elate is making giant leaps in bringing to fore English speaking skills tothe masses but with a difference as our logo itself says training with panache.

The word Elate means full of zeal and optimism (High Spirits) and we believethat with this spirit an individual should enter into a new industry.

As per the requirements of our clients, we have started extensive trainingprograms for the potential call center Executives which are tailor made to suitthe requirements of the client considering the Service Level Agreements and

standards of the Clients. Our most striking feature is JOB SIMULATION.

The BPO industry is booming in India with the basic requirement of powerfulverbal skills and the motivation to stay within the industry. In India where theunemployment rate is sky high, Call Centers have come as a boon for the many

job seekers. According to a recent survey India is the topmost Out Sourcingdestination for various countries due to the neutral accent and ability of Indiansto adapt other accents. India provides cheap and quality labor and heres whereElate makes its mark by providing an all round training to the candidates.

According to recent news India's business process outsourcing industry willdouble its revenues in less than two years despite the economic slowdown and

protectionist measures of western countries, confirms a report by analyst firmGartner. The top 20 India-centric BPO service providers accounted for $4 billionin revenue in 2008, representing 5 percent of the $80-billion revenue of the top150 BPO companies in the world .By 2010-end, the market share of India's BPOsis expected to become 10 percent as many Corporate would turn towards low-cost BPOs as part of their cost-cutting measures, Gartner said. Hence we caneasily conclude that this industry has tremendous market potential and a reallybright future .Our Mission is to provide Unmatched and peerless training to caterto the current industry standards. Our Aim is to prepare the candidates in such away so that on entering in to the corporate world they dont get nervous as afresher, as their stint in our job simulation module helps to draw out the

hesitation and anxiousness from them.


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CALL CENTER TRAINING PROGRAM:

MODULE 1: Introduction to call centers.

MODULE 2: Advanced English along with voice and accent training.

MODULE 3: Etiquettes and soft skills classes.

MODULE 4: IT and typing skills.

MODULE 5: Call Training.

MODULE 6: Mock calls.

MODULE 7: Job simulation.

MODULE 8: Personality development and interview skills .


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PROJECTS COMPLETED

PROJECTS IN PROGRESS[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH-226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visitus at: www.veteleservices.com]

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CAMPAIGN COUNTRY NAME OF THE

CLIENT

MONTH/YEAR

STARTED

Inbound CustomerCare

India TataTeleservices Ltd.

May 2005

Outbound Telecalling Pre

OGB CasesIndia

Tata Teleservices

LtdAugust 2007

Activation Dispatch

Telecalling

India Tata Teleservices

LtdSeptember 2007

Outbound Telecalling India Reliancecommunications.

December 2007

Outbound Telecalling India GE Money. November 2007

Activation/Dispatch

TelecallingIndia

Tata Teleservices

LtdNovember 2005

Outbound Sales UK Lets Call November 2006

Outbound Sales Australia Whisper Mobile January 2007

Outbound Sales USA/UK Mayatel November 2006

Outbound Sales USAShoreline Group

LLCApril 2007


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PROJECTS UNDER DESIGN / FUTURE PLANS


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CAMPAIGN COUNTRY NAME OF THE

CLIENT

MONTH/YEAR

STARTED

Outbound Telecalling India Tata Teleservices

Ltd.

November 2004

Telecalling Regarding

Address Verification

IndiaTata Teleservices April 2008

Outbound TeleCalling

Regarding Post OGB

Cases

India Tata Teleservices April 2009

Dealer Help Line India Tata Teleservices September 2006

Marketing Helpline

InboundIndia Tata Teleservices November 2005

Retention Telecalling India Tata Teleservices March 2007

B2B Telecalling USA KLUE Inc Dec 2008

Outbound Sales USAHealth Solutions

NetworkNovember 2007

Online Examination India Sify Ltd. May 2008


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Years of effort put in to render the best and 100% Quality service to ourclients has earned a huge good will for us. We are being contacted by companieswhich are well established in the field of operations from USA, Canada, UK andAustralia looking forward to outsource their business to us. We are lookingforward for fruitful negotiations with a few clients (regarding Inbound,Outbound/KPO/Inbound up selling process etc.) and we have projects on thecards for the next few months with products ranging from telecom to finance.

Currently Planned Projects

Telemarketing Project regarding Insurance Products catering to Domesticclients.

Telemarketing Project Regarding Finance Products & Services for a UK basedClient.

Establishment of a RPO unit to provide recruitment services to companies.

Opening of our new branches for Training Centers across various cities inUttar Pradesh .

We intend to expand our business as we are looking forward for tie-up withrenowned international companies dealing with recruitment, abroad placements

and training personnel as well as outsourcing contact Center Solutions. This isenabled by the environment at VE TELESERVICES LIMITED which favors andfosters expansion & that too not only in terms of increasing the magnitude of ourcall center or the number of processes we are running, but also venturing intoothers fields with immense scope for growth.

We plan to associate ourselves with various government organizations inorder to streamline their Customer Relationship Management activities andproviding Customer care services/ Helpline Services.


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REGISTRATION & CERTIFICATES

VE Teleservices Ltd was incorporated under the Companies Act 1956 on 16Dec 2005.

Company Registration No: U64203UP2005PLC031093

We are registered with:

Department of Telecommunication (New Delhi) For Carrying out bothInternational and Domestic Call Center related activities

Small Scale Industries

Shops and Establishments

Service Tax Registration No 164-ST/BAS-34/LKO-II/2006-07

PAN No: AACCV1771A

TAN No. LKNV05402F

ESI/EPF

CERTIFICATES

Currently our Quality Management is ISO 9001:2008 certified and we intendto go for other certifications in the near future.

Regards

Vivek Dembla(Director)


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Comp Profile Director 241109

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