ib�VOLUME 1 | JUNE 2016

Best time fornew beginnings is now!

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EDITOR'S NOTE

Dear Friends,

“Don't confuse having a career with having a life.”

- Hillary Clinton

While many of us may or may not be agreeable to Hillary Clinton's candidature for US Presidency, there is no denying that she has hit the nail on the head with the above line! With digital means and media invading all spheres of our life, especially the work part of our lives, lines separating our work and our personal lives are blurred. This places great importance on not only our ability to prioritize but also on making our work fun and engaging. It also means our work itself has to be much more than just our targets and KRAs.

What sets our mGage India family apart from the many in this corporate jungle is the inherent sense of making our work 'large' i.e. making it much more than 'just work'. It is a matter of pride to acknowledge that we are all bound by a unique spirit of collaboration, engagement, social responsibility and fun element in the way we own our work and go beyond the usual grind. This manifests itself

in the unique vibe of the mGage India family. As they say 'Your vibe attracts your tribe' and our vibe and tribe is something which is worth its weight in gold.

It is a pleasure to introduce our newsletter which is a celebration of our 'Vibe'. This newsletter is a medium to share stories that exhibit this awesome vibe of ours and hence the name. I hope you enjoy the stories which are all about our friends within the mGage India family and are not only interesting but also inspiring.

Do write in to marketing@mgageindia.com for any feedback/suggestions. We are all ears!

Yours faithfully,Deepak GoyalCOO

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Gamification & Fish!ing around, all for Customer Delight!Customer satisfaction never goes out of fashion! In fact, its importance can't be overstated in an era where technology, product & delivery are easily matched by competition and thereby made irrelevant as sustainable sources of competitive advantage. To ensure customer delight, teams working on the same need to be driven, focused and feel challenged.

To achieve the same, the Mumbai customer support team led by Sachin Arora has been undertaking some key projects to reach the next level of effectiveness & efficiency to ensure customer delight.

One of the key initiatives is to incorporate Fish! Philosophy into the Support Team's functioning. Fish!” is an invented story about finding the deep source of energy, creativity and passion that exists inside each of us by learning to love what we do, even if at the moment we may not be doing exactly what we love. A number of organizations like Ford, Sprint etc. have used The Fish! Philosophy language to guide how they approach work. To introduce the same to our team, a 1-day workshop was conducted on the 17th of April'16 in Mumbai. Fish! Philosophy way of working was introduced through videos, case studies, group discussions and other team activities.

Another key initiative aimed at improving team engagement and kindling the competitive spirit is the mGage Premier League. As the name suggests, it's a virtual cricket league like competition based on key

customer service metrics which are targeted by the customer service team. 'Runs' are awarded or deducted in line with defined metrics as below, in this monthly contest.

It is aimed at motivating the team and driving them towards greater efficiency. The fun element and the competitive spirit is aimed at bringing out the top player mentality in each member. It is a constant driver that propels them to bring their A game to the table in every single customer interaction.

Three cheers for Simon who is the winner of the inaugural edition of this league Let us also take a moment to cheer for our amazing customer service team which is pulling all stops to get to 100% and beyond in customer delight

Key Measures Runs

Daily Runs (1 run per closed ticket) 1

Byes (Reporting to shift on time) 5

Bowled (Scheduled non adherence) -2

Free Hit (Appreciation e-mail from customer/sales) 10

LBW (Audit Errors) -2

Hit Wicket (Customer Complaint/Escalations) -5

Leg Bye Advantage (Working Extra in a week) 5

Disqualifier

2 unplanned leaves in a month

Malpractice in closing a ticket

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Giving it up, Living it up!We at mGage India are not just a bunch of passionate go-getters but we also take time out to give back! Upholding the same spirit, the HR team at mGage India urged the family not to hoard and cling, but instead, share. To facilitate the same, a clothes collection drive was organized across all our offices including Bangalore, Chennai, Delhi and Mumbai from 11th to 25th April, 2016.

The proceeds of the collection drive were donated to Goonj, our CSR partner. Goonj is a leading NGO which undertakes disaster relief, humanitarian aid and community development across 21 states in India. It has continuously been striving to highlight clothing as a basic but unaddressed need. Anshu Gupta, the founder of Goonj was awarded the prestigious Ramon Magsaysay Award in 2015 for his creative vision in transforming the culture of giving in India.

It is indeed a matter of pride for mGage India to be associated and to be able to contribute to the worthy efforts of Goonj. Not only did we rise by lifting others but we also found the joy of giving in the process. After all, Winston Churchill said it ever so impact fully, as always, when he said “We make a living by what we get, but we make a life by what we give.”

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Going the distance, running the extra mile!

Staunch believers of keeping it fit and giving back to society, the athletic good Samaritans at mGage India participated in the prestigious TCS World 10k run in Bengaluru and did us all proud. It is an annual road running competition, the 9th edition of which was held on 15th May 2016 at Bangalore. Long jump world record holder Mike Powell was the event ambassador this year. The total prize pot was valued at US$160,000.

This run is not just a sports competition but is also an opportunity to go beyond and run for a noble cause. The team representing mGage India at the event gave us the worthy chance to be supporters of the civil society mission of India Cares Foundation (www.icfn.in). India Cares Foundation's vision envisages a vibrant civil society strengthened by a Civil Society Organizations (CSO) community that is responsive to the challenges of inequality and injustice faced by the Indian society. Among the various events under the foundation's banner, the 10k run is their single largest fundraising opportunity for CSOs in south India.

Meet the spirited runners of mGage India from the Bangalore office

Runner Name Run Category

Shaik Bawajaan 10 KM

Sumant Kumar Mahto 10 KM

Kalyan P Reddy 10 KM

Shivakumar KV 10 KM

Shivakumar C 10 KM

Vadranam Saradhi 10 KM

Rohit Sharma 10 KM

Shyamjith Pashnath 10 KM

Talvinder Singh 10 KM

Runner Name Run Category

Srinivas Raghuram 10 KM

Sam C 10 KM

Kapil Chawda 5.7 KM

Tribhuvan Lal 5.7 KM

Shriya Pathak 5.7 KM

Priyanka Yadav 5.7 KM

Shanker 5.7 KM

Purushotham 5.7 KM

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Finding NEO!New Employee Orientation

The sentiment that greeted the newbies at mGage India was evident from the very opening lines of the mailer that introduced them to the NEO- New Employee Orientation program. Handpicked from reputed b-schools of India, these fresh recruits were in for a weeklong induction program that aimed at familiarizing them with the vibe of the organization and the workforce they were soon to become an integral part of. The sessions were conducted by sales heads, other department heads and led by our COO Deepak Goyal himself. These sessions were not just interactive, but were insightful enough to give the young guns a taste of their forthcoming life in the organization. The Mumbai office, where this program was held, saw a sudden influx of new faces and a fresh burst of energy and enthusiasm.

Meticulously planned and scheduled by Pooja Anand, the NEO program trained and armed the new recruits with all the information that would come in handy. It familiarized them with the matrix that they would make their own to discover the Neo within them i.e. be agents of new vigor in the quest for great achievements going forward. The program was hosted at the Mumbai office before they took off for their respective locations.

Ÿ Aayush Sachdeva & Bijoy Das joined the presales team in Delhi and Mumbai respectively.

Ÿ Aniruddha Rangnekar & Chinar Deshpande joined the Bangalore sales team.

Ÿ Arun Chaddah, Mihir Vidwans & Vidhi Agarwal joined the Mumbai sales team.

Ÿ Shivam Saxena joined the Delhi sales team.

Ÿ Charmi Mody joined the inside sales team at Mumbai

Ÿ Kavya Dubey joined the marketing team at Mumbai

As Jim Collins rightly puts it “Great vision without great people is irrelevant”

So,

Here's to the young blood, Here's to the agents of change,Here's to hoping, that the new perspectives bring in wonderful new beginnings,Here's to the NEOs of mGage India!

"I'm trying to free your mind, Neo. But I can only show you the door. You're the one that has to walk through it."“There is a difference between knowing the path and walking the path.”

- Morpheus to Neo, The Matrix

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Houseful!

Shout-out to all the movie buffs in the house! It's not all work and no play at mGage India. We are equally kicked about what we do in our post office hours. To break away from the monotony of routine, the quarterly team movie outing was organized at the Mumbai, Bangalore and Chennai offices.

Movies are much more than mere orchestrated storytelling. They are storylines that relate to the stories of our own lives at some or the other point. What better way to understand the lessons life keeps throwing at us than by watching things happen to characters on a giant screen while we comfortably munch on our snacks punctuated by sips of chilled cola?

House Mumbai faced the dilemma of picking their sides for Marvel's Captain America: Civil war. The team was in for an eventful Friday evening marked with the clashes on the battleground. Team Bangalore chose X-Men: Apocalypse to stir up an otherwise 'just another' evening. The Chennai team chose a battle quite unlike the aforementioned ones - they were witness to the one raging deep in the jungles of Disney's much awaited The Jungle Book.

Such evenings filled with mirth, laughter and camaraderie are what the mGage India family swears by and shall continue to in the future as well!

Stay tuned for more mGage India vibes!

Write to us at: marketing@mgageindia.com with your stories, suggestions or just about anything that comes to your mind.

The TeamEditor:

Deepak GoyalCOO

Authors:

Parijat SarkarAssociate Director & Head - Marketing

Kavya DubeyAssistant Manager - Marketing

Contributors:

Sachin AroraManager - Customer Support

Pooja AnandHead - Human Resources