outsource ace_corporate profile
TRANSCRIPT
Corporate Profile
Index
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Industry Overview – ITES/BPOOutsource Ace OverviewBusiness ModelHR & RecruitmentTrainingQualityTechnologySecurity MeasureWhy Outsource AceManagement TeamConclusionContact Ace
Outsource ACE is a leading Contact Center providing high-quality solutions to Large, Medium & Small Enterprise.
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We are a Real time Contact Center with an excellent team
We work across continents & Verticals. We boast of clients from
Down under Australia, The land of opportunities USA, Multicultural Canada,Ever glorified UK,Rising China,Shining India as well.
We work on projects ranging from Insurance, Customer Service,Real Estate , Telecom, Discount Cards & several other niche verticals.Majority of our projects are B2B but B2C is also an integral part of our business.
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Outsource Ace was conceptualized ambitiously in the year 2009 with the aim of being one of the best Contact center worldwide & to provide a platform to catapult for the local talent to reach great heights.
We started as just a 4 member team way back experiencing a lot of challenges to a 80+ member strong team just in Contact Center Operations which is ever growing.
What is OUTSOURCING? Delegating a Company’s Business Processes To a Third Party
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Contact Centre – Supports interaction with customers over a variety of media, including but not necessarily limited to telephony, e-mail and internet chat.
Inbound call centre - Exclusively or predominately handles inbound calls (calls initiated by the customer).
Outbound Call Centre - One in which call centre agents make outbound calls to customers or sales leads.
Blended call centre - Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, it makes more efficient use of agent time as each type of agent (inbound or outbound) can handle the overflow of the other.
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Manage Cost
Reduce cost and headcountpredictability of costeconomy of scaleImproved cost effectivenessApply money to core business
Accelerate Execution
Accelerate speed to marketEnhance process effectivenessGain technical expertise and knowledgeFocus on core business competenciesimproved quality of service
Manage Risk
Transfer, Shared or mitigate riskAccess to new skill set or leading technologySpreading of initial investment costFree up cash for investmentAvoid non-core capital Investments
Strategy Management
Align strategy and business goalsMore freedom to focus on strategic activitiesEnable business transformationBuild world-class capabilityIncreased shareholder value
Optimal Outsourcing Benefits
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LOW
HIGH
Skills Surplus Countries1 Regional Hubs2 End-User Countries
1- Countries that have attractive human resources but neither the infrastructure nor the political resilience of hub locations
2- Countries that have superior infrastructure and low perceived political risk
Human SophisticationNumber of Workers,
Labor cost, Worker skill level
Low High
U n i t e dS t a t e s
I n d i aU n i t e dK i n g d o m
G e r m a n y
F r a n c e
S i n g a p o r e
I r e l a n d
P h i l i p p i n e s
C h i n a
I n d o n e s i a
India – The Reason for Outsourcing
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Technology
Proven expertise in IT-related servicesLarge presence of international technology vendorsBasic ,cellular , paging and Internet services have been privatizedUnder-sea optic fiber de-monopolizedIPLC (telecommunications) costs going down
Location
12-hour time zone differencePolitical stabilityWe are located in Bangalore, India which is one of the best destinations for OutsourcingBangalore is the Silicon Valley of India, The R& D Capital, The Biotech Hub.Pleasant Climatic Conditions
Capacity
2.5 Million + graduates every yearCost-effective manpower & Highly resourcefulAbundant office space at low cost
People
Largest English speaking population in the worldMost number of Graduates out of college every yearHighly skilled workforceStrong work ethicsHigh levels of educationCosmopolitan culture
About Outsource ACE
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OUTSOURCE ACE is a complete Real Time Contact Center
Outsource Ace believes in six basic Core Values which are Its People, Customers, Integrity, Team Work and Continuous Improvement, Quality and Innovation.
Outsource Ace has Core Competence in processes like Early Stage Collections, Telemarketing and Customer Care of Financial Products. Outsource Ace provides a best-in-class call center operation that reflects the "Client Standard" in terms of high quality customer service while minimizing cost through efficient management of processes, procedures and technological infrastructure. It provides a solution that allows scalability without compromising on quality. It ensures a seamless transition of work from the client to Outsource Ace.
Outsource Ace has invested in state-of-the-art infrastructure to ensure uninterrupted uptime connectivity for instant response. It has the latest technological tools in e-CRM.
Our Vision & Mission
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To be Your ACE Outsourcing Associate
Service Offered
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TeleMarketing
TechnicalSupport
AppointmentSetting
RecruitmentProcess
Outsourcing
Lead Generation
Customer Service
Market ResearchSurveys
Legal ProcessOutsourcing
WebDesigning
Web Hosting
CRMDevelopment
Social MediaServices
Web Development
EcommerceDevelopment
Mobile ApplicationDevelopment
Search EngineOptimization
DataConversion
DataProcessing
Scanning
Transcription
Data Entry
Quote Creation
Forms Processing
Content Writing
Transition and migration methodology
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Moving a business process on an “As-is-where-is” basis involves a “no disruption” of business at the client’s end. This involves,
Transitioning of the services, process and products from
onsite to offshore operations.
Detailed Transition Plan with a common objective
Implementation and migration by a cross-functional
Transition team
Application of Program Management Tools
Based on the Six sigma tool
Business Process Methodology
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Preliminary analysis to identify the areas for outsourcing.
•Preliminary Process Mapping•Manpower Requirement•Tech/Telecom feasibility•Cost Benefit Analysis and Pricing•Assumptions and Risk Analysis•Compliance issues• Migration plan
•Team Charter•Project Plan•Training Plan•Communication Plan•Detailed Process Mapping•Setting Benchmarks•SOP’s•Pilot Monitoring•Technology sign off•SLA sign off
•Day to day operation of the process in India•Monitoring the process on the basis of the critical benchmarks agreed on with the Customer
•Inherent to our migration methodology is an assessment of potential inefficiencies•Our migration methodology has been successfully deployed across industries such as Telecom, Insurance, Software, Financial Services, Security System, etc•The rigor of migration ensures smooth service delivery
Human resources and recruitment
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Sourcing
Walk-ins Campus/ Training InstitutesAdvertisementsER -Employee referralsRecruitment ConsultantsInnovative methods of sourcingTalent ScoutingData BankAbility to ramp up quickly
Selection
CV ScreeningTelephonic InterviewGroup Activities/DiscussionReading comprehension/Voice TestWritten Test (Aptitude/ technical/ typing)Preliminary InterviewFinal InterviewReference check
Well Defined Career Path Greater Emphasis on Training
Quarterly Skip Levels Meetings Competitive salaries
Quarterly Get Together Reward & Recognition Schemes
Bank @ Outsource Ace Plan Compensation linked to performance
Employee Expectation Survey Parents visit to facility
Outsource ACE training
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In house - Dedicated team of TrainersOutsourced - Specialized Training Providers Induction Training Module for the Entry Level ExecutivesCustomer ServiceCommunication Skills Sensitization to Global CulturesBPO concepts, Use of Equipment
Soft Skills Development
Personality DevelopmentLeadership, Performance Management Skills for Team Leaders and aboveInterviewing skills for HR and select Operations staff.
Process Specific Training ( along with Client’s Trainers)Quality Training (Customized as per Clients requirements)
Quality systems
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Complete six sigma, Kaizan tools adapted
Assured three tier monitoring Ensuring TQM
Complete client accesses for remote monitoring
Incessant performance evaluation and improvement
Reward & Recognition for managing stringent performance receipt
DEFINE
IMPROVE
MEASURE
CONTROL
ANALYZE
Technical Infrastructure
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Technical Infrastructure: • Inhouse developed Predictive Dialer Inhouse developed CRM• Dell Vostro 260S/ HP Pavilion P7-1010IN• Servers Dell / HP Dual Xeon Processor Servers• Phone NEC Aspila with Plantronics, Jabra and Microsoft Head Sets • Routers CISCO 2100 Series • Firewall Fortigate 200d, Sonicwall TZ 215 • Certified network from Dlink with redundant voice and data at each and every workstation.
INTERNATIONAL PRIVATE LEASED CIRCUIT CAPACITY • IPLC 4Mbps OFC & Radio Link Backup • Internet Bandwidth 10 MBPS 1:1 Leased Line • POP at Atlanta, California and Melbourne
Technical Infrastructure
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POWER SUPPLY BACK-UP SYSTEM • 40 KVA UPS x 3 - For Server Room and Workstations • 220 KVA Generator (Kirloskar) - automatic
SOFTWARE • CRM - Avaya Global Connect / Inhouse Developed ACE CRM• Operating System - Ubuntu• Database Server - MYSQL
Security measures
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Physical Security
Frisking of employee
Access control for entry into office
Visitors have entry passes with strict access
restrictions
No camera phones or any electronic imaging gadgets
are allowed into the operation floor
Hard copies are restricted. All printouts are
monitored at PC levels. Unnecessary printouts are
shredded.
Security measures
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Access Control
Each individual has separate log on facility. Passwords to be a combination of alphabetical, numerical and special characters
Segregation of access to files carried out based on Internal Control guidelinesNo local storage provided, all data are stored at server level with backupRegular audits of central serverUSB ports, floppy drives and CD drives are disabled
Email Security
All emails can be accessed only from within the company intranetOnly selected employees are allowed access to email accounts from outside the officeAll emails are scanned for attachments and threats
Why Outsource ACE
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Outsource Ace understands the benefits and dynamics of third party relationships.
Cultural, operational, administrative and atmospherically approved and accepted work environment.
Client specific tailored and customized solutions designed and served.
Open door policy with vertical and horizontal support across departments for acclaimed customer delight.
Continuous up gradation on technology, training and market trends for adaptability and supplying value services.
Reduced TAT’SComplete redundancy backup’sguaranteed uptime and access to monitor and gauge
service excellence.Reduced operational, administrative, technological
expenses for cost effective solutions.
ACE directors & core team
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Outsource Ace was conceptualized by 2 business partners who later became life partners & who continue to multi-task.
They have a combined experience of around 3 decades in the ITES/BPO industry alone.
Elizabeth William spearheads the business development team with the title Director- Business Development
Sharan Figeras heads the operations & call center management with the title Director-Operations
Both have worked with several top MNC’s & successful start-ups before joining hands for Outsource Ace.Their experience has helped shape Outsource Ace as a force to recon with in the ITES Industry.We have a 5 member advisory board from various industries IT, Finance , Medical, Legal & BPO.
We conclude to begin
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We can help you by providing
ADDING VALUE TO END CUSTOMERS
Create a Strategic Advantage and not just Cost Savings
BETTER PROCESS DELIVERY
CAPACITY FOR
GROWTH
COMPETITIVE COST
ADVANTAGE
The win win relationship
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Your Organization getsA Quality focused, reliable, cost-effective, scalable Contact centreOutsource Ace leverages its inherent strengths to utilize its resources and expand profitably End customer gains the comfort of dealing with Your Organization and the Cost Effectiveness offered by Outsource Ace.
Contact Us
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Registered Address:Outsource Ace#40, Indiranagar, 1st Stage, 2nd Cross, Bangalore- 560038, Karnataka, India.
Delivery Center: #60, 1st Floor, Jai Bharath Nagar, Banaswadi Main Road, Above Reliance Fresh, Bangalore-560033
[email protected]@[email protected]
USA (California) : 707-737-6223 INDIA : +91 80 4173 2029 Ext: 1+91 80 65680230+91 92430 74094