OUTSOURCING

@ ITS BEST

AGENDA

D’Con International Overview

Services Delivery

Operations, Training & Quality Overview

Technology

Why D’Con International ?

Services.

OVERVIEW

D'Con International is managed and owned by a Dynamic Entrepreneur Sunit Dere with vast experience in the BPO Industry.

D'Con International was started in 2007, with a view to excel in the BPO industry. With an experience of more than 5 years under his belt, this entrepreneur is already making their presence felt in the BPO industry D'Con International is backed up with experienced and skilled team, who have consistently met clients requirement.

With Fortune 500 Companies as their clients, D'Con International delivers Honest Performance and Quality consistently.

We believe in maintaining transparent and loyal relationship with our clients.Apart from consulting we are also into project management and recruitment.

SERVICE DELIVERY

Offshore Client

Human Resources

Training Quality

Operations

Technology

Voice Processes(Inbound/Outbound Services)

• Customer Services • Up selling• Technical Support• Collections• Online Office Support

Non-Voice Processes

• Data Entry• E-mail & Chat Support• Processing Services• Internet Based Services

Final Interview

Personal Interview+Voice & Accent

Screening

Screening

Requirement

Aptitude TestWritten Test

Selected Candidate

Overview

• Recruitment Process

• Performance Management

System

• Career Development

Opportunities

• Retention of Talent

• Culture & Work Environment

• Communication

• Empowerment

• Benefits

OPERATIONS PROCESS OVERVIEW

OPERATIONS STRUCTURE

OperationsManager

(108 Agents)

Team Manager 2(3 Teams= 36

Agents)

Team Manager 1(3 Teams= 36

Agents)

Team Manager 3(3 Teams= 36

Agents)

Team Leader 1(12 Agents)

Team Leader 2(12 Agents)

Team Leader 3(12 Agents)

Team Leader 1(12 Agents)

Team Leader 2(12 Agents)

Team Leader 3(12 Agents)

Team Leader 1(12 Agents)

Team Leader 2(12 Agents)

Team Leader 3(12 Agents)

1 QA is assigned per 20 agents

RECRU ITMENT PROCESS , PERFORMANCE MANAGEMENT & GROWTH

PerformanceManagement

Operations

Training

Recruitment

PromotionsGrowth and

Upraises

Recruitment for Call Centre Executives Performance Management

System Monthly Score Card Performance review on

completion of probation Annual Performance Review

Career Growth & Development Team Leader-Operations Quality Analyst Trainer Team Manager Assistant Manager- Operations Assistant Manager- Quality Operations Manager Business Unit Head

RETENT ION OF TALENT , CULTURE & WORK ENV IRONMENT , COMMUNICAT ION .

Retention of TalentD’Con International puts lot of

effort on retention of talent as our employees are of greatest value to us. We retain talent by providing carrier opportunities, learning, rewards, and lateral growth options.

Culture & work Environment Open Door Policy Constant Interaction with

Employees Fair & Equal opportunity

Communication Open House Induction Programs CEO’s appreciation letters Performance Review Meetings Weekly Meetings with Quality

Analysts

TRAINING

Cultural Training• American, U.K, Australian • Geography• Address Verification• Lifestyle

• Voice & Accent Training(US, UK, Australia)

• Grammar & Sentence Construction

• Sounds• Intonation• Rate of Speech: Pause/Pace • Pronunciation

Soft Skills • Rapport Building• Telephone Etiquette• Confidence Building • Empathy & Acknowledgement• Listening & Understanding.

• Computer Skills• Keyboard Shortcuts• Basic System Management• Microsoft Office – Excel, Word &

Power Point.

QUALITY OVERVIEW

QA to Agents Ratio • 1:20

In-Depth Training and Feedback in Following Areas• Client Quality Requirements

and Programs• C-Sat and Survey

Fundamentals• Coaching Skills & How to Give

Effective Feedback

QA’s are the best preforming agents who are promoted to a QA role after appraisals.

Agents Training & Feedback for Quality Focus.

Quality Training C-Sat Training Call Coaching Customer Service Customer Types Role Play and Simulation Handling Difficult Callers Hold Procedures Transfer Procedures

TECHNOLOGY

Internet Connections: 2Mbps 1:1 (Tata & Bharti)

Operating System: Windows

Dialer: Inbound/Outbound Capabilities

Cabling: Cat 6, Fiber Optic Back Bone

Workstations: Dell/HP/HCL

Server: Dell/HP

All systems have anti-virus, firewall and password protection to restrain unauthorized access.

WHY D’CON INTERNATIONAL?

We believe that outsourcing benefits go beyond operational efficiency; we not only simplify your task but also lower your cost. In a dynamic business environment, where increasing globalization challenges business viability and growth, we provide service to drive greater strategic effectiveness and business value beyond the scope of the outsourcing agreement.

Whether it is a major strategic or operational need or an organizational challenge our management team and key associates have significant profundity, experience, understanding and expertise which ensure that we bring tremendous value addition to our clients’ businesses.

From Search marketing to product content services to website programming and channel feed management services we run the whole gamut to help you achieve the perfect blend of information and customer experience. So your customers are better informed, and engaged in an environment that lends credibility, trust and comfort.

Our clients recognize us as a provider of quality innovative solutions, for our depth of domain expertise & experience, for delivering on time and our strong processes & systems. This is reflected in our culture that is performance driven & result oriented, with the accent on superior execution.

SERVICES

Outsourcing/Consulting

Technological Procurement

Project Management

OUTSOURCING/CONSULTING

D'Con International is into the consulting business from 3 yrs. We deal in Inbound, Outbound, Data entry projects.

We have an expertise in the outsourcing business. We have clients across the globe that helps us to provide the best service in the industry. We can provide a great deal of campaigns (International and Domestic) to existing BPO's and new BPO setups.

We have an experienced team of engineers, trainers, technicians, experienced agents, software programmers and developers which would help you in setting up a new BPO and improve the working of your existing setup.

We can give the best in the outsourcing business. Interested parties can get in touch with us and we would make the best use of the opportunity provided to us.

TECHNOLOGICAL PROCUREMENT

• D'Con International provides all the necessary technical help required for an existing center and a new center setup.

• Having set up array of centers across India D’Con International has priority dealer discounts from the top most dialer companies providing solutions in India.

• We can procure the entire technical requirement (Hardware & Software) from our dealers across the globe at a better prices and better deals.

PROJECT MANAGEMENT

• As consultants in leadership and management, we are objective to bring a change in your process.

• We bring insightful perspectives, skills and experience.

• Whether you need to reorganize a business, develop a new team, work on a new initiative, or solve a problem, we help you manage your project with creativity and effectiveness.

D’CON INTERNATIONAL

D’Con International Pvt. Ltd.1304/03 Mayuresh Cosmos,Sector 11, CBD Belapur,Navi Mumbai 400 614,India

Contact:Sunit DereInd: +91- 982-053-1230U.S: +1 - 347-983-2475Skype: sunit.dereAim: sunitdereEmail: dconinternational@gmail.com

THANK YOU