Date post: | 22-Nov-2014 |
Category: |
Business |
Upload: | somesh-gupta |
View: | 822 times |
Download: | 3 times |
ABOUT SAPS XL TECHNOLOGIES
Introduction
Contact Center which develops and delivers end-to-end Outsourcing solutions.
Partners clients globally to optimize their processes at lower cost.
Process optimization and engineering without end user impact thus increasing revenue.
LOCATION
ORIGIN & JOURNEY Incorporated in September, 2010 with its headquarters in
Kolkata, India. Company is a Private Ltd. Company headed functionally and
strategically by the Director. One stop solution as a III Party Service Provider to all global
clients for business process outsourcing. Currently one of the fasting growing centers in terms of
revenue, client base and employee count. Current client bases in US, UK and Australia.
CORPORATE PROFILEMission Statement
Create an environment of optimal production levels balancing both quality and quantity.
Strive for continuous process improvement and engineering through strong people and infrastructure processes of industry standards.
Create a symbiotic relation between clients and self to ensure continued business and revenue growth for both.
CORPORATE PROFILECore Values
Integrity and ethical dealings in all business processes . Transparency across all levels including internal and external
clients. Respect for individual. Informed and speed decision making targeting positive
business trend. Seamless function and roles across organisation.
CORPORATE PROFILECore Competencies
Telemarketing of various products across global markets. Customer Care and Technical Support Helpdesk with
seamless CRM integration. Internet Leads marketing and customer acquisition. Seamless migration of complex processes and transfer of
knowledge base. Best in class contact center to handle high quality processes
thus minimizing costs through efficient management.
KEY DECISION MAKERSManagement Team
Name Title Experience - BPO
Advocacy Position
Business Relation
Mr Amit Chakraborty Director 10 Years StrategicInternal and
External Clients
Mr Dipendra Pradhan Center Manager 9 YearsStrategic &
Internal Salesperson
Internal and External Clients
Mr Seshadri Joddar Sr Operations Manager 7 years
Internal Salesperson
& CoachInternal Clients
Operations and support function teams
(Total) 25 years Execution &
Coach Internal Clients
TOTAL WORKYEARS OF EXP Over 50 Man Years
OUTSOURCING SOLUTIONSInbound Services
Answering Service
Help Desk Service
Customer Service
Enquiry Service
Order Taking Service
Email Support
Chat Support
Outbound Services Back Office Services
Appointment Setting
Cross & Up selling
Cold Call Selling
Research & Surveys
Lead Generation
Outbound Technical Support
Inbound Sales
Order processing
Billing Services
Web Marketing
INFRASTRUCTURE
Designed and managed as a world class facility. Seamless scalability in terms of volume, seats and manpower
without any impact in existing business. Redundancy for all support systems. Redundant power, water and fire systems. 1:1 Disaster Recovery Plans rehearsed and audited
periodically. Tested Business Continuity Plans.
TECHNOLOGY Internally managed DNC Server, Database Server, File Server, FTP
Server, Proxy Server and CTI Server from trusted world class partners like Dell and IBM.
LAN connection all computers with access control per employee levels with high-end CISCO Router & CISCO Switches for data security protected by Firewall and Antivirus.
Digital Voice gateways. Sonicwall firewall protection. 6 MBPS leased line dedicated circuit with back up circuit. Multiple ISP’s and Voice Carriers for stability and maximum uptime. FTC compliant Touchstar hard dialer with various reporting, recording,
monitoring and coaching features including predictive, preview, blended dialing capabilities.
Primary Power Source Generator back up and UPS Network center.
NETWORK DIAGRAM
BUSINESS DELIVERY
Business Case Analysis
• Preliminary Process Mapping
• Manpower Requirement
• Tech/Telecom feasibility
• Cost Benefit Analysis and Pricing
• Assumptions and Risk Analysis
• Compliance issues• Migration plan
• Process Definition
• Project Plan• Training Plan• Communication
Plan• Detailed Process
Mapping• Setting
Benchmarks• SOP’s• Pilot Monitoring• Technology sign
off• SLA sign off
Preliminary analysis to identify the areas for outsourcing.
• Day to day operation of the process in India
• Monitoring the process on the basis of the critical benchmarks agreed on with the Customer
• Business as Usual
• Inherent to our migration methodology is an assessment of potential inefficiencies• Our migration methodology has been successfully deployed across various programs from various industries.•The rigor and zero deviation of migration plan ensures smooth service delivery
Solution Designing
Process Migration
Process Migration
HUMAN RESOURCESRecruitment
All callers hired are high school graduates and above. We target and achieve a hiring ratio between experienced
callers to fresher which are program specific. Supervisory, Support and Management staff is hired targeting
the role and function with us considering his/her previous experience in similar environment.
Multi level interviews. Program specific customized hiring wherein process centric
skill sets tested.
HUMAN RESOURCESReward, Recognition & Retention – 3R
Multi level Incentive programs aligning to SLA’s and productivity.
Bonus for impeccable attendance records and length of service to the company.
Continuous feedback through various functions for job role improvement and career growth.
Regular IJP hiring for lateral and vertical positions. Job role specific training programs and seminars to be
attended to polish current skills and learn new ones. Personal Development Plan (PDP) to all employees by Line
Managers and HR.
TRAINING & COACHING
PATH SO FARProgram Experience
Cross Selling & Up selling. Trials and Memberships. Lead Generation. Debt Management. Technical Support Outbound Technical Support Helpdesk Email Technical Support Appointment Setting Telecom
LAST QUARTER AT A GLANCE
Outbound Contact Traffic - Q3 2011-2012
9360001056000
1352000
0
200000
400000
600000
800000
1000000
1200000
1400000
1600000
Oct-11 Nov-11 Dec-11
Con
tact
Vol
OUTBOUND TRAFFIC
LAST QUARTER AT A GLANCE
Inbound Contact Traffic - Q3 2011-2012
400
684
852
136219 175
0100200300400500600700800900
Oct-11 Nov-11 Dec-11
Con
tact
Vol
Inbound Calls
Emails
INBOUND TRAFFIC
LAST QUARTER AT A GLANCE
Manpower & Revenue - Q3 2011-2012
16.93% 19.67% 17.01%
88.24%
53.13%
72.73%
0.00%10.00%20.00%30.00%40.00%50.00%60.00%70.00%80.00%90.00%
100.00%
Oct-11 Nov-11 Dec-11
% V
aria
nce
RevenueIncreaseVS LastMonth
ManpowerIncreaseVS LastMonth
MANPOWER & REVENUE TRENDS
WHY SAPS XL TECHNOLOGIES
Adding Value & Satisfaction To End Customers
CapacityFor Growth &
Scalability
Competitive Cost Advantage with
cutting edge technology
Seamless Migration & Process Delivery
Help us grow by growing yourselves