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Corporate Profile

GoOutsource.com

Power your brand with GoOutsource.com

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COMPANY OVERVIEW

• India’s leading integrated marketing services company in the customer lifecycle management & relationship marketing space

• In our Tenth year of operation

• Independent, privately-held company

• Over 150 professionals working in the United States and India

• Uniquely positioned to provide clients with turnkey support

• Augmented by specialist associates & network partners

• Business Reps in USA & India

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CALL CENTRE

• We assist businesses in managing their voice & non-voice processes with specific focus on customer & trade contact

• As a specialist mid-sized company we focus on incubating & managing specialized processes that require a business solutions approach

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ABOUT GoOutsource.com

BPO Pioneers in the domestic BPO Industry

14 years of BPO experience

Self funded, Financially Stable

Presence in 2 countries: Singapore & India

Strong track record and successful service delivery for Multinational and National Clients

Robust Top Management Team with 100 man years of experience

Team of over 450 people across the GoOutsource.com Network

Emphasis on technology enabling and CRM for total customer satisfaction and retention

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MANAGEMENT TEAM - BPO

– Ajay Miglani• Group Chairman & Managing Director

– Ashima Barman• VP - Operations (Head - BPO Services)

– Sumana Brahma• Regional Head - Operations (East)

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GoOutsource.com BUILDS BRANDS

We work as your partners

We work to deliver you

Convenience

Flexibility

Results

Customer Service

CustomerRetention

Customer Acquisition

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GoOutsource.com INDIA

Contact centres in: Mumbai DelhiKolkata

Associate Centers in: Bengaluru Hyderabad

Capacity of over 1000 seats across India

Process Volumes handled: Over 20 Mn Inbound calls managed per annum Over 10 Mn Outbound calls per annum Over 2 Mn Mail outs per annum Over 2 Mn E-mail messages per annum Over 1 Mn SMS – Outbound per annum

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PROCESS CAPABILITIESWe encompass the customer life

cycle:

Lead Generation Order Processing Customer Service

SMS Voice Web Chat Email Response

1-800 Direct response Customer On-boarding processes Tele-Sales Social Media Monitoring and Response

Blogs Twitter FacebookOur services cater to:

One-time requirements Spill over requirements Intermediary requirements Long Standing requirements

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CAMPAIGNS EXPERIENCE INDUSTRY

Lead Generation Yes Telecom / BFSI

Tele sales Yes BFSI/ Insurance / Brokerages

Welcome Calling Yes Telecom / BFSI

Customer On boarding process Yes Telecom / BFSI

Cross Sell / Up sell Yes Telecom / BFSI

Low Usage / Dormancy / NUNP Yes Telecom / BFSI

Customer Service - Inbound Yes Telecom

Customer Service - Query Resolution / Satisfaction calling Yes

Telecom / Durables / Consumer Goods

Advertising Response Yes BFSI / Durables

Win back - Retention Yes Telecom / BFSI

Add on Features Sell Yes Telecom / BFSI

Order processing – Supply Chain Process Management Yes

Catalogue / Pharma / Food Industry

Collections Yes Telecom ( Limited experience )

EXPERIENCE RANGE

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Dialer/ ACD & PABX

• Dialer/ ACD features– Integrated Voice Response system– Hybrid System with Dialing , SMS , Email – Conferencing capability – Multiple Dialing Capability Automated Pacing control , Campaign based

Pacing control – Reporting capability on Dials , Attempts , Agents , Campaigns , Skill sets.– Emergency Record and Supervisor Alert – Calls In Queue Display – Agent Statistics Display – Inbound Call Routing – Call distribution – Real-Time Agent Status Display

• Voice Logger– 100 percent Voice recording ( Automated ) – Rules Based Recording Possible – Unlimited Archiving capability– Easy Searching Capability

TECHNOLOGY

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Case Studies

Name of the Client: Nirulas Services Provided: Inbound order-processing and customer service and outbound coordination with Stores across NCR region from a centralized set-up.Location: Delhi

Name of the Client: ICICI Prudential Services Provided: Outbound lead generation for life insurance and ULIP products, upselling & cross-selling to existing customers on PAN-India basisLocation: Mumbai, Delhi, Kolkata, Bangalore, Ahmedabad & Pune

Name of the Client: Johnson and Johnson Medical Services Provided: Inbound order processing lines , Customer service lines Process details: Manage Order processing for JJMI . All orders for the whole Johnson medical India processed at the Deonar centre Current process over 40000 Lines a month Use the Global J & J JD Edwards System Order processing includes credit tracking , ware house tracking , Delivery Tracking and customer Satisfaction. Location: Mumbai

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Case Studies

Name of the Client: Yashwant Rao Chavan Maharashtra Open UniversityServices Provided: Customer Service for Students of YCMOU to cater to their queries of academic and administrative nature. Coordinating with all the departments of the university to provide a single point of contact and redressals for the studentsLanguages supported: English, Hindi, MarathiLocation: Mumbai

Name of the Client: Future Bazaar India LimitedServices provided: Catalogue management, order-processing and centralized inbound call center for facilitating online purchases with the help of an IVR-based payment gatewayLocation: Mumbai

Name of the Client: PfizerServices Provided: Inbound Helpline and Customer Service for the Health Mobile platform offering discounts on purchases via SMS service and adverse events query resolution.Languages supported: English, Hindi, Location: Mumbai

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Case Studies

Name of the Client: India Today Group Services Provided: Inbound order processing lines , Customer service lines, Outbound Sales lines , Backend data entry for Order processing and warehouse co ordination. Location: Delhi

Name of the Client: Johnson & Johnson India, LifescanServices Provided: Inbound customer service to users of diabetes meters and hand-holding support for senior citizens with usage instructionsLanguages Supported: English, Hindi, Marathi, Gujarati, Bengali & South-Indian languages Location: Mumbai

Name of the Client: Ministry of Overseas Affairs (OWRC)Services Provided: Inbound helpline for labor-class people travelling overseas for employment opportunities. This helpline resolves their queries pertaining to VISA, passport, etc.Languages supported: English, Hindi, Punjabi, Tamil, Kannada, Malayalam & TeluguLocation: Delhi

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TECH-BRANDS EMPLOYED

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Our Value Proposition

Fully automated technology oriented contact center linked with multiple touch points

Regional contact center helps Clients to have control over the customer data− Ongoing enrichment of database − Re-usability of the enriched database to arrive at various

calling− patterns

In-house customized software with a flexible workflow engine to suite any requirement.

Blended skill sets for inbound and outbound services

In-house Training division for an ongoing training needs – which is a key success factor

In-house Staffing division to take care of manpower recruitment

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THANK YOU!GoOutsource.com Process Management

ServicesCorporate office: B-301/ Dipti Classic, 32/34 Suren Road, Chakala,

Andheri East, Mumbai 400093

Tel. No.: 022-26846161 Fax No.: 022-26846171