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Offering Complete Value Preposition
1Holistic 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.
OUR MISSION
3Holistic Teletech India Pvt. Ltd.
Copyright @2011
4Holistic 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 5
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 6
Call Center Network
Client Network
VPN RouterOSPF Protocol
Client Border Router
Client VPN Router
Client end Connectivity
Internet
Cisco Router Cisco
Client Firewall
ISP Circuit 2ISP Circuit 1
Cisco Router Switch
7Holistic Teletech India Pvt. Ltd.
Copyright @2011
Holistic Teletech India Pvt. Ltd. Copyright @2011 8
PeopleOperational practices
Physical security
• 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
• Facility manned with security guards 24x7
• Guards do physical check
• Camera installation in progress
• Access cards in use
• All writable devices & USB ports disabled
• Internet access only as per process requirement
• Access to printers restricted
• FTP restricted
• 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
IT & Network security
9
• Background checks for all employees
• Police verifications & drug testing
• NDA signed by employees
• Security policy & practices training
Information Security at Holistic TeleTech
9Holistic Teletech India Pvt. Ltd.
Copyright @2011
Our BPO Landscape
Customer Acquisition
Technical SupportCustomer Care
• Account set-up
• User registration
• Billing queries
• Billing dispute resolution
• Credit / refund process
• Sales support
• B2B lead generation
• B2C telesales campaigns-
UK/US
• Independent sales closure
Demonstrated experience
Select client examples
• Extended sales team for a
software company
– Generating US$1M
sales pa with 5 agents
– Providing leads &
support to client sales
team
• B2B sales for telecom
reseller
– 1,000 new connections
per month
• Customer care for
leading PC Technical
support for UK.
• Customer care & support
for a cell personalization
company
• Working with a financial
services company for
their collections process
from India
L1 & L2 support for
leading network security
solutions provide
catering to SMBs
• Installation support
• How to issues
• Upgrades
• L1 & L2 support
Dedicated Agent Programs:
24 x 7 x 365 Support
10Holistic Teletech India Pvt. Ltd. Copyright @2011
Overall Cost Savings (%)
Insurance
Banking/
Finance
Automotive
Telecom
Pharmaceutical
Airlines
10.0-15.0
8.0-12.0
5.0-6.5
5.0-6.5
5.0-6.5
5.0-6.5
EBIDTA increase
(times)
40-60% cost
saving
3.5 x
1.5 x
1.3 x
1.1 x
1.1 x
1.2 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
Source: McKinsey analysis; Interviews
India AdvantageSignificant Growth in BPO
11Holistic Teletech India Pvt. Ltd. Copyright @2011
Source: McKinsey-Nasscom
Cost
40-60% cost reduction for offshored process
Labour cost arbitrage, the reason for cost savings, likely to exist for next 20-30 years
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
India’s Value Proposition
12Holistic Teletech India Pvt. Ltd.
Copyright @2011
12%
29%
35%
91%
85%
0% 20% 40% 60% 80% 100%
De-risk the business
Achieve high productivity
Improved Operational Quality
Reduced Costs
Focus on Core Activity
% Respondents
Source Gartner
Top 5 Outsourcing Objectives
13Holistic Teletech India Pvt. Ltd.
Copyright @2011
What we can do for You & Your Enterprise
14Holistic Teletech India Pvt. Ltd.
Copyright @2011
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
Legal Process Outsourcing Solutions.
Knowledge Process Outsourcing Solutions.
Customer Contact Services
Back Office Services
Accounting & Finance
Insurance Claims/Request Processing
Inbound Call processing
Outbound Call Processing
E-Mail Management
Data Digitization and Data ProcessingHR Processing
Banking
Outbound Call Filtration/ Survey
Outbound Lead Generation
15Holistic Teletech India Pvt. Ltd.
Copyright @2011
Customer Contact Services
Customer Contact Services
Outbound Services• Customer Acquisition• Customer Service• Qualified Lead Generation• Outbound Call Filteration• Market Research/ Survey• Customer Loyalty and
Retention Programs• Collections
E–mail Management• Customer Service• Technical Support• E-sales
Inbound Services• Customer Service• Internal Helpdesk• Technical Support
16Holistic Teletech India Pvt. Ltd.
Copyright @2011
Holistic Teletech India Pvt. Ltd. Copyright @2011 17
18Holistic Teletech India Pvt. Ltd.
Copyright @2011
Client Experience
19Holistic Teletech India Pvt. Ltd.
Copyright @2011
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.
20Holistic Teletech India Pvt. Ltd.
Copyright @2011
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)
21Holistic Teletech India Pvt. Ltd.
Copyright @2011
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).
22Holistic Teletech India Pvt. Ltd.
Copyright @2011
Good Service – SatisfiedCustomers
Higher Sales /Customer Service/ SLA’s
High Revenue/More profits
Higher Incentives/Bonus toEmployees
Service-oriented employees
23Holistic Teletech India Pvt. Ltd.
Copyright @2011
Some customers have „high‟ expectation
some have „low‟ Expectation
All customers either have a „great‟ experience or
some have a „poor‟ experience
24Holistic Teletech India Pvt. Ltd.
Copyright @2011
high expectations
low expectations
a ‘poor’
experience
a ‘great’
experience
‘disaffected’
‘devoted’‘disappointed’
‘delighted’
Lets look at it like this
25Holistic Teletech India Pvt. Ltd.
Copyright @2011
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
26Holistic Teletech India Pvt. Ltd.
Copyright @2011
80 % of defectors express
satisfaction with the
previous supplier.
So
forget ‘satisfaction’ think
‘devotion’
80%
20%
27Holistic Teletech India Pvt. Ltd.
Copyright @2011
high expectations
low expectations
a ‘poor’
experience
a ‘great’
experience
28Holistic Teletech India Pvt. Ltd.
Copyright @2011
Our Vision : Integrated service offerings across the value chain...3
Telesales & Telemarketing
Payroll Processing
Customer Care
Web Sales & Marketing
Customer Analysis
CollectionsBilling Services
Data Conversion
Claims Administration
Accounting
Operations
Project Office
Billing
Telecom
Collections
Customer Service
Web based Support
Payroll
Healthcare & Financial Services
Billing
Claims Administration
Customer Care
Electronics & High-Tech
Web Support
Billing
Accounting
Payroll
CRM Offerings Back Office Offerings
Retail
BillingCollections
Customer Care
Telesales
Benefits Processing
Value Prospecting
29Holistic Teletech India Pvt. Ltd. Copyright @2011
Delivery ModelHolistic 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
SLA
management
Quality
Assurance
Customer
Satisfaction
Information
Security
People
Management
30Holistic Teletech India Pvt. Ltd.
Copyright @2011
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, 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
31Holistic Teletech India Pvt. Ltd.
Copyright @2011
32Holistic Teletech India Pvt. Ltd.
Copyright @2011
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
Candidates’ profile for client program: English speaking graduates Experienced in similar services programsEmpathy, Professionalism, fact finding & interpersonal skillsExcellent customer care orientation
Highly customizable recruitment solution that will address client’s requirements
Source• Centers handling
similar programs• HR database & Referrals• Advertisements & Job Portals• Head Hunting
Tests• Written skills(Aptitude, grammar & comprehension)• Domain skills evaluation
Initial HR screening• Behavioral fitment• Technical/Job profile fitment• Overall suitability
Background check before final offer
Final Interview with front line supervisor/Manager(involvement of client teamin case required )
Training dept. actively involved in recruitment by way of designing & conducting tests.
Final Selection Ratio : 1/151.
2.
3.4.
5.
33Holistic Teletech India Pvt. Ltd.
Copyright @2011
Training Process
34Holistic Teletech India Pvt. Ltd. Copyright @2011
Transition Planning
Process Design
Implementation Phase
Minimum performanc
e LevelsBaseline Goal
Best practices
Project Team Identification
Project Planning
Communication / Relationship Plan
Technology Solution Identification
Training Implementation Plan
HR Plan
As-Is Process
Adapted Process
Process Mapping & SOPs
Critical ProcessMeasures -targets & operational definitions
Reporting Formats
FMEA
Recruitment
Training Progress & Records
Technology testing/ Establish connectivity
Toll Gate reviews
Sign-Off for Pilot
Transition Process
Nesting
Additional staffing for learning curve
Individual Action/ Development Plan
Quality Audit / Feedback
Process Audit
Performance Score Card
Individual Action/ Development Plan‘Training / development calendar
Bottom 10% Churn
Root cause analysis
Quality Audit / Feedback
Process Audit
Incentive roll out / R&R
Skill Verification
Individual Action/ Development Plan
Skip Level / Feedback Process
Quality Audit / Feedback
Process Audit
Process / Performance Defect analysis
6 Sigma Quality Project
Quality Audit / Feedback
Incentives Roll Out
Process Audit
Proven experience of transitioning over 25 diverse and complex processes
Pre-Production Roadmap Production Roadmap
6σ based Transition methodology
35Holistic Teletech India Pvt. Ltd. Copyright @2011
• 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 TOP 10% (100% of Points Available)
o NEXT 20% (75% of Points Available)
o NEXT 40% (50% of Points Available)
o 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 $$$ / Total Group Points Earned = $ per Point
$ per Point x My Points = My $$$
36Holistic Teletech India Pvt. Ltd. Copyright @2011
SLA Management-Operations methodology
Transition
•Seamless transition without any impact to
the operations.
Cost
• Independent operation with minimum/no
support from onshore.
Streamline
•Do it better by sharing the best practices
and organizing the process tasks.
Simplify
• Improve the efficiency and increase in
productivity.
Transform
• Identify the area of opportunity and work on
Automations etc
3 months
6 months
12 months
18 months
24 months
37Holistic Teletech India Pvt. Ltd.
Copyright @2011
People ManagementPeople – Performance
Stringent Recruitment Process
Individual Development Plan
Corporate trainings
Goal alignment
Knowledge Repository
Best Practice Sharing
Executive addressing
Dedicated employee relation HR
Transport arrangement
Talent Retention Plan
Rewards & Recognition
38Holistic Teletech India Pvt. Ltd.
Copyright @2011
For Business Queries :- [email protected]
Fixed line :- +91- 120- 4117777
extension:- 202 & 203
Delivery Center :- B-67, Sector-63
Noida, UP- 201301 (Delhi NCR)
39Holistic Teletech India Pvt. Ltd.
Copyright @2011