www.maior-ites.com

Maior Technology Group

Profile of CentreDate: 13th

September 2009www.maiortechnologygroup.comwww.maior-ites.com

…. A Customer Centric Centre

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Maior’s Global Presence SnapshotMaior’s Global Presence Snapshot

India

USA

Total revenue of US $ 1.12 Million

Having prestigious clients

Serving Customer service and Technical Support services

F a c t sMade our global presence in Chicago

Has centers in USA and in cities across India.

Ventured into BPO in 2009

H i s t o r y

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Contents

• Our Differentiators• Vision & Mission• About Organization• Centre Certifications• Offshore Services• Infrastructure• Current Projects• Process Execution • Summary

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Our DifferentiatorsOur Differentiators•

We have a well-established, well-understood and well Designed Process migration and operation in place.

•

Our operations are integrated with our other operational efficiencies, able to draw on our resources, intelligence and experience

•

Our team is experienced in building some of the world’s most respected process off shoring operations

•

We have the breadth and capacity to scale up to our clients’

off-

shoring plans•

We have developed our Hyderabad centre and off shoring strategy to mitigate risk and provide the safest options for our clients in their outsourcing endeavours

•

We have deep industry, process and outsourcing skills, enabling us to provide value added services to our clients

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Vision & MissionMission:

To maximize value our customers and our employees by providing the

highest-value services available

Corporate Values:• Excellence• Add value to customer business• Integrity• Transparency

Objectives:• Customer Expectations: 24 x 7 x 365 quality service with the use of state of the art technology & infrastructure and in turn exceeding Customer Expectation at all levels. • Respected Organization: progressive and well-respected organization that strives or excellence in everything we do.

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About Organization ..

• Maior IT is headquartered at Chicago and has its Offshore Development Centre at Hyderabad.

• Incorporated Offshore centre as Maior IT Consulting Services Pvt Ltd in March 2008

• Started with objective to come up with innovative, cost-effective and high quality IT services, BPO and RPO services.

• Our expertise lies in reducing costs and improving the productivity by bringing the strategic advantage of offshore outsourcing.

• Our robust business model enables us to create significant change through projects ranging from the narrowly-defined to the global in scope.

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Certifications

• LLC in USA• PVT limited company in India• Operating since 3 years in USA and 1 year in India• STPI Registered• OSP (inbound/outbound) from DoT for Call centre operations• Company revenues in 2008-09 $1.12M

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Domain Divergence

Application Development

HR ConsultingServices

CustomerRelationshipManagement

BPO ServicesRPO ServicesOffshore Services

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Offshore Services Provided

• Back Office Services

• Data Processing– Data entry– Data Conversion services

• Document Conversion• XML/HTML Conversion

• Document Management– Document scanning– Document Indexing

• Transaction and Customer Interaction– Voice based transaction processing– Email and web based entry

BPOIT Services• .net Consulting services• Web development• SQL server Consulting

• Inbound – Customer Service Support– Technical support process– Order processing– Office Management

• Outbound– Telemarketing– Product Promotion/Surveys

Call Centre Services

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MAIOR Functional Organization (2009)

Sr.Manager

HR , Finance&

AdministrationOperations Supporting Services IT Support

Offshore Director

HR Executive

Project managerNon Voice

Network Admin

System Admin

Recruiter

Trainer (contract)

Team Lead

SW engineer Quality Analyst

Supervisor

agents agents

BPO

Accountant

Administration staff

IT services

Floor Manager

Voice

Quality Analyst

SME

agents agents

Floor Manager

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Infrastructure•

We have a modern, air-conditioned office, with state-of-the-art infrastructure and a highly motivating work environment for employees. Present we have infrastructure for 50 seats and has facility expand as and when required.

•

IBM Servers and DELL PCs with P4 configuration backed by backup Generators and UPS are in place.

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High-speed connectivity Network with built in redundancy and diverse MPLS paths to provide unparalleled quality in operations.

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Secured MPLS Network for Voice

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Redundant Leased line/Broadband lines for Data

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Customized Dialer solution

•

Toll free & DID’s

along with Redundant Channels

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Maior Secured Network Diagram

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Inbound Projects:a. No Of Seats: 10

Business Vertical: Customer Support For Billing and ShipmentRegion: US Support Hours: 14 Hours for 6 days/weekPeriod : From Past 08 Months

Technology:

Network Connectivity: Secured MPLS -

IPVC technologyRouting Channel: DID with 20 Channels on G711 CodecDialer: Customized VICI dialer with flash interface

Operations Profile

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Inbound Projects:a. No Of Seats: 5

Business Vertical: Customer Support For Billing one Merchant account.

Region: US Support Hours: 9 Hours for 6 days/weekPeriod : From Past 06 Months

Technology:

Network Connectivity: Secured MPLS -

IPVC technologyRouting Channel: DID with 10 Channels on G729 CodecDialer: Customized VICI dialer with flash interface

Operations Profile (Cont ..)

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Inbound Projects:a. No of Seats: 15

Business Vertical: Inbound Up salesRegion: US Support Hours: 14 Hours for 7 days/weekPeriod : From Past 06 Months

Technology:

Network Connectivity: MPLSRouting Channel: Tool free with 30 Channels on G711 CodecDialer: Customized VICI dialer with flash interface

Operations Profile (Cont ..)

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What we accomplish in Inbound Process?

Current Running process:Inbound upsellingCustomer support for Credit card Billing queries

• We are running 24x7 Technical support process.• Initially started with 5 logins and ramped up to 20 logins in 3 months of time. Indicates

the commitment and quality of services we are providing to our clients.• Well organized flow has been set for the process execution.• Team Composition

Based on call flow and shirt time of Process team ratio is ~1-12

SME to Agent Ratios : 1:5QA to Agent Ratios : 1:7Team Lead to Agents : 1:10Manager to Team Lead : 1:3

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What we accomplish in BPO?

Offshore centre is operating for past 1 year and is serving US clients with various Non voice activities.Here is a glimpse.

• Data conversion• Online form filling• Document scanning and indexing

Our services include:• Email & Chat Support• Transaction

o

Voice based transaction processing

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Non Voice Process handled …INPUT DOCUMENTS:

Hard Copy(Original, Photocopy, Fax), Image File(TIF, PDF, JPG, GIF, DJVU), Editable Text File(Word, PDF, RTF, TXT).

OUTPUT DOCUMENTS:ASCII, PDF(Normal, Image+Text, Image Only), Database(Excel, Access, DBF, Word, RTF, TXT), Mark Up Language(HTML, XML, SGML)

Tagging Process:• Input is accepted in any non editable format (such as hard copies or scanned images) it is

first converted to soft copy using the data conversion methods.• The softcopy is then hard coded with XML/HTML tags as per the DTD (Document Type

Definition) supplied by the client.

Subsequent process like Quality Check [QC] and Quality Assurance [QA] are carried out on this data to ensure highest quality output

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MAIOR Process Execution

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Phased project execution

Discover Design Deploy Analyze Optimize

•

Identify Key Processes

•

Accepting new & Challenging assignments from client

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Work on the process requirements

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Work out organization design for particular project

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Hiring the right people

•

Give the training and send for certifications if necessary

• Measure time taken

a) Per workstep

b)Per Person

c) Per Project

•

Meet the deadlines & Assure the quality

•

Redesign process to achieve missed targets

Mapping Deployment Improvement

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Detailed diagnostic study of the Processes, Knowledge transfer & Retention.

During this Phase we will cover following1. Operations2. Human Resource strategy3. Training Methods4. QA & QC systems5. Understanding of the SLA framework6. Call flow processes7. Escalation systems8. Exception handling procedures.9. Reporting and measurement practices.10.Testing and Migration

Phase-I

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To successfully execute the program, concept verification, build and increase the benefits to the customer in terms of process efficiency and better quality.

1. Implementation and systems takeover2. Full Implementation and Rollout3. Work force management --

scheduling and roster

4. Agent performance and monitoring system5. Handling exceptions and escalations6. QA methodology7. Remote and shadow monitoring8. Regular maintenance, up gradation and support9.Training & Re-trainings10. Rewards and recognition strategy

Phase-II

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Volume stress management

This Phase involves the following activities:1.

Knowledge management

2. All customer impacting matrix

3. Speedy induction of new agents

4. New requirements and upgrades

5. Besides the above, several activities will be carried out on a continuous and ongoing basis contributing towards the relationship development and flow of information, including:

6. Hourly, Daily, Weekly & Monthly Management reporting

7. Calibration session

8. 24 x 7 availability

9. Periodic performance review calls

Phase-III

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Dialers

• AVAYA, Customized ASTRISK solution.

• Currently we are using Predictive Dialer as avaya is not required from the clients end.

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Office LayoutFloor-1

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Offshore Office

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Awards & Recognition

Last Quarter 2nd and 3rd Month we have achieved 99.50 % uptime

In Last IT Audit we obtained A+

From company’s inception till today no one left from floor. Hence we achieved 0% attrition.

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• 24 x 7 x 365 Operations• Trained & dedicated agents to support process• Software driven MIS for process monitoring• Cutting edge technology to support processes• 100% uptime backed by redundant point to point circuits • Metrics based operations as per SLA • Phased transition approach for a seamless process migration

Summary

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SPOC( Special Point Of Contact)

• Name : Mr. Anil Gokavarapu

• Position : MANAGING DIRECTOR

• Phone Number : +91 9885975340 or +91 9704050465

• Office Number : +91 +40 66444191/2/3/4/5

• Fax Number : (+91) 40 66103073

• Email Address : anil@maior-ites.comanil.g@maiortechnologygroup.com

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Contact Us

Email us at info@maiortechnologygroup.com

or info@maior-ites.comVisit us at www.maiortechnologygroup.com

(USA)

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(INDIA)

INDIA

Maior IT Consulting Services Pvt Ltd.

Plot No:74/A, 3rd floor, Srirasthu

towers

Vengalarao

Nagar, Hyderabad-500038.

Phone : (+91) 40 64559019 Fax : (+91) 40 66103073

USA

Maior Technology Group LLC

500 N Michigan Ave Suite # 300

CHICAGO, IL 60611 Phone : 312-927-5726 Fax : 312-803-0941

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Thank You!