Offering Complete Value Preposition

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. Holistics 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

OUR MISSION

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.
Holistic Teletech India Pvt. Ltd. Copyright @2011 3

Holistic Teletech India Pvt. Ltd. Copyright @2011

We use state of the art dialers with ACD to ensure 99.9% uptime and seamless transfer of calls. 100% calls are recorded and are stored at our FTP server from where our Quality Analysts can audit the calls. This ensures 100% transparency in determining intent of customers in quality leads generated by us. MIS reports are also stored on our FTP Server , so that the clients and the Sr. Management can access and do the analysis on real time basis. Plantronics dial pads / headsets with noise cancellation have been deployed for maximum performance and optimum quality of calls.

Holistic Teletech India Pvt. Ltd. Copyright @2011

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. 4 Separate Dual Quad Core Xeon Servers to ensure high performance computing with separate servers for Voice, Data and Application(Dialer) . Hardware and Software Firewalls to prevent misuse of information and to ensure complete Data Security. Currently, we have seating capacity of 180 agents which will be increased to 800 seats in next Quarter.

Holistic Teletech India Pvt. Ltd. Copyright @2011

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. Ltd. Copyright @2011

Holistic Teletech India Pvt. Ltd. Copyright @2011

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. processes with card access Restrict cell phone usage on floor TL & Mgr. 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 - restricted to Holistic TeleTech domain

Holistic Teletech India Pvt. Ltd. Copyright @2011

9
9

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 1,000 new connections per month
Holistic Teletech India Pvt. Ltd. Copyright @2011 10

Providing leads & support to client sales team

India Advantage Significant Growth in BPO

Overall Cost Savings (%) Insurance Banking/ Finance Pharmaceutical Telecom 5.0-6.5 5.0-6.5 5.0-6.5 5.0-6.5
Source:

EBIDTA increase (times) 3.5 x 1.5 x 1.3 x 1.1 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

10.0-15.0 8.0-12.0

Automotive Airlines

40-60% cost saving

1.1 x 1.2 x

McKinsey analysis; Interviews

Holistic Teletech India Pvt. Ltd. Copyright @2011

Indias Value Proposition

40-60% cost reduction for offshored process Labour cost arbitrage, 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. Ltd. Copyright @2011

Source: McKinsey-Nasscom

12

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. Ltd. Copyright @2011

Source Gartner
13

What we can do for You & Your Enterprise

Hosting & Managing Toll Free Number (Technical / Semi Tech/ Non- Tech Voice Support Service). Providing 24x7x365 Coverage- (Voice, Chat and Data)

Voice & Chat support in English, French, Spanish & Regional Desk.

Education Process outsourcing Solutions Technical and Semi-Technical Voice and Chat Services

Knowledge Process Outsourcing Solutions. Legal Process Outsourcing Solutions.

Holistic Teletech India Pvt. Ltd. Copyright @2011

14

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. Ltd. Copyright @2011

15

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

Email Management
Customer Service Technical Support E-sales

Inbound Services
Customer Service Internal Helpdesk Technical Support

Holistic Teletech India Pvt. Ltd. Copyright @2011

16

Holistic Teletech India Pvt. Ltd. Copyright @2011

17

Holistic Teletech India Pvt. Ltd. Copyright @2011

18

Client Experience

Holistic Teletech India Pvt. Ltd. Copyright @2011

19

Inbound / Outbound Programs

Telecom: A TELCO Company (Canada) Provided Customer Service that involved verifying the payment, type of connection and checking

the connection. During the program, information on phone type and bill
details were provided to customers.

Customer Service: Information Provisioning (UK).

Collection: US/UK based client Provided bad debt collections

services for a US and UK based companies. Media - US Newspaper Customer Care and Inbound upsells.

Holistic Teletech India Pvt. Ltd. Copyright @2011

20

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- Generated Premium Leads for the end client Credit and Discount Cards: Handled programs related to Pay-As-You-go MasterCard, 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. 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. Ltd. Copyright @2011

21

Other Services:

Data & Backend Services Telesales Verification SEO & SEM Services. Website & Software Development EPO LPO KPO & Complete Health Care Domain. BPO ( Voice / Non- Voice All Segments).

Holistic Teletech India Pvt. Ltd. Copyright @2011

22

Higher Incentives/Bonus to Employees High Revenue/ More profits

Service-oriented employees

Higher Sales /Customer Service/ SLAs

Good Service Satisfied Customers

Holistic Teletech India Pvt. Ltd. Copyright @2011

23

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. Ltd. Copyright @2011

24

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. Copyright @2011 25

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. Ltd. Copyright @2011

26

80 % of defectors express satisfaction with the previous supplier.

So forget satisfaction think devotion

20%

80%

Holistic Teletech India Pvt. Ltd. Copyright @2011

27

high expectations

a poor experience

a great experience

low expectations
Holistic Teletech India Pvt. Ltd. Copyright @2011 28

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. Ltd. Copyright @2011 29

Delivery Model
Holistic TeleTech strives for delivery excellence through our reliable offshore operation supported by the State-of Art infrastructure. Our ability to build strong working relationship through our value ads and innovation in our work makes us unique in the market. Our methodology drives focus on all the important aspects that drive delivery excellence. 1.Reliable IT & Infrastructure 2.SLA management 3.Quality Assurance 4.Customer Satisfaction 5.Information Security 6.People Management
Reliable IT and Infrastructure

People Management

SLA management

Information Security

Quality Assurance

Customer Satisfaction

Holistic Teletech India Pvt. Ltd. Copyright @2011

30

DR and BC planning

Disaster Recovery Management: Holistic TeleTechs 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, 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. Ltd. Copyright @2011

31

Holistic Teletech India Pvt. Ltd. Copyright @2011

32

Recruitment Process
Key personnel: Internal resources: Implementation Manager, Team Leaders & Supervisors with relevant exp. Team members: External resources: Agents with similar background to be hired as below
1. Source Centers handling similar programs HR database & Referrals Advertisements & Job Portals Head Hunting Final Selection Ratio : 1/15

5. Background check before final offer

2. 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, Professionalism, fact finding & interpersonal skills Excellent customer care orientation

4. Final Interview with front line supervisor/Manager (involvement of client team in case required )

3. Tests Written skills (Aptitude, grammar & comprehension) Domain skills evaluation

Training dept. actively involved in recruitment by way of designing & conducting tests. Highly customizable recruitment solution that will address clients requirements Holistic Teletech India Pvt. Ltd. Copyright @2011

33

Training Process

Holistic Teletech India Pvt. Ltd. Copyright @2011

34

6 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. 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

Balanced Performance Focus Areas (Points Allocated to Each - Variable) Productivity (Metrics: AHT & Utilization) Attendance (Metrics: Medical/Emergency Leave & Tardiness)

Quality (Metrics: Customer Satisfaction, Call Monitoring, Quiz, 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)

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. Ltd. Copyright @2011 36

SLA Management-Operations methodology

Transition

Seamless transition without any impact to the operations. Independent operation with minimum/no support from onshore. Do it better by sharing the best practices and organizing the process tasks. Improve the efficiency and increase in productivity. Identify the area of opportunity and work on Automations etc
Holistic Teletech India Pvt. Ltd. Copyright @2011

3 months

6 months

Cost

12 months

Streamline

Simplify

18 months

24 months

Transform

37

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. Ltd. Copyright @2011

38

For Business Queries :- info@holisticteletech.com

Fixed line :- +91- 120- 4117777 extension:- 202 & 203

Delivery Center :-

B-67, Sector-63 Noida, UP- 201301 (Delhi NCR)

Holistic Teletech India Pvt. Ltd. Copyright @2011 39