E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Sain Overseas Services Pvt. Ltd.

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara Complex, GK II, Indirapuram, Ghaziabad-201010

Web: www.sainoverseas.com | E-Mail: info@sainoverseas.com

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for those who celebrate. But for those who love, time is eternity.

PhilosophyThe philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance, Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider. Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.

We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry. Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.

Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well with care and respect.

Motto: Values: Caring Flexilibility Personal Relationship Quality Honesty/Integrity

Sain Overseas Group

Respect Cannot be demanded, it must be earned only by giving it away

Vision:

Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and "can-do" attitudes. We applaud and celebrate both individual success and team success.

At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive career advancement in your profession.

Domain : ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export

Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.

Current Account : Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Sain Overseas Group

COMPANY PROFILE

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2011

2012

The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with the support of Mr. Raman Prakash Gupta (Director & CEO).

Sain Overseas Group initiated in 2003 is a growing organization serving clients for more than 7 years across various verticals.

Since inception has acquired note worthy clients and partnered their growth to expand vertically as well horizontally.

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of CompaniesSain Overseas

Sain Overseas Services Pvt. Ltd.

Sain Overseas Pharma

Resizone Developers

Pvt. Ltd.

Sain Overseas Realties

BUSINESS CAPABILITY - IT

Market Availability

Current Mix

Potential Capability

Customer Support Services Yes Yes

Help desk Services Handling Yes Yes

Tele sales Order Booking Yes Yes

Technical Support Yes Yes

Interactive Voice Response Yes Yes

B2B / B2C Customer Acquisition Yes Yes

Lead Generation Yes Yes

Win Back Programs Yes Yes

Customer Satisfaction Survey Yes Yes

Tele Surveys' Yes Yes

Collections Yes Yes

Information Services Yes Yes

Data Collection Yes Yes

Document Verification Yes Yes

E mail Response Management Yes Yes

Fax on Demand Yes Yes

Data Entry Yes Yes

Service

Inbound Process Management

Outbound Process Management

Feet On Street

Transaction Processing

Sain Overseas Group has developed capability in all sectors of the BPO space.

Inbound

Outbound

Feet on Street

TransactionProcessing

OUR EXPERTISE, COMMITMENT & EDGE

Service Expertise

QualityCommitment

Expertise & Efficiency - Flexibility in staffing levels & skill sets

Linking strategy with people and operations

Performance Management - Metric Driven , Focus on capability enhancement

Scalability – Capability to accommodate fluctuations in volumes with minimum

impact

Compliance - Focus on driving compliance guidelines

Transaction Monitoring – Structured with focus on

Compliance / Process Control

Process & Individual Improvement

Call calibration to drive consistency

Value add to client by capturing the pulse of the customer

100% recording of all calls for compliance and risk mitigation

Customised CRM Integration

Dynamic call routing, workflow management & lead management.

Multi-tenant technology solution within the same system

FTC (Federal Telecom Regulatory) Compliant

Isolated network on VLAN’s for network security.

Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,

SQL & My SQL)

Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun

Solaris, Microsoft, Unix)

Dialler technology in Predictive - Preview & Precision

TechnologyEdge

Our Expertise, Commitment & Edge

OUR COMPETITIVE ADVANTAGE

Telecom Infrastructure

Regulatory Environment (NDNC)

Dialer Technology

Scalability with Minimum Impact

Data & Information Security

CRM Solutions

Service Delivery Quality

Med

ical

Tra

nsc

rip

tion

Leg

al T

ran

scri

pti

on

Tech

nic

al S

up

po

rt

Web

Dev

elo

pm

ent

SE

O

IT In

fras

tru

ctu

re &

Dev

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Ou

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Moving up the value chain

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 2 - Support

Predictive support and

flexible structure

Value added analysis

Data mining for predictive

support

Cross trained / up skilled

Customer focussed - VoC

Level 1 - Efficiency

Consistent level of service quality

and on-time delivery

Consistent on-time delivery

Target accuracy & quality

Target quality the first time

Customer Centric approach

Core

Support

Delight

Level 3 - Care

Pro-active support targeted at

delighting the customer

Simple & one touch process

Cost & service balance

Pro-active support to customers

Customer centric approach

Iterative benchmarking

/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP

Operations Support

Core Operations

T eam M em ber

T eam Leader

T eam M em ber

T eam Leader

S r. M an ager/ M an ager O peratio ns

H ead O peratio n s

Q u ality A n aly st

Q u ality Leader

Q u ality M an ager

T rain er

T rain in g M an ager

D irec tor O peratio ns

C E OE B L

The current Core Operations organisation structure has

5 levels Typical span of control for Sr. Operations manager /

Operations manager is 2 - 4 Asst Managers. Team managers 15 - 20 FTEs for a Team Manager.

The operations support teams consists of the, Quality and Training

The Operations support teams are structured based on scope of work and

requirement.

Quality & Training are the

operations support functions. Typical span of control for

Quality manager is 2 – 4 quality

leaders. Quality leaders is 32 FTEs

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP

4 critical stages of The Performance management Process

Define Objectives Cascade Objectives & Targets Create Plans / KPIs based on organisation/Project objectives Review & Reward System

Mar June DecSepl

The objectives for the year clearly defines what is to be achieved and incorporates analysis of previous years performance.

Plans to meet the set objectives are defined and documented by owners to measure and track progress. Agreed targets for the teams are translated to well defined KPIs for all levels.

The objectives set for the year are communicated to employees at all levels, targets for the team cascaded to the team in terms of unambiguous KPIs and signed off across all levels.

On-going and timely reviews are conducted to ensure deviations to the plan are identified and mentored back to target

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP

World Class Service - Speed of Service, Quality, Accuracy

Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

Drive Efficiencies - Productivity, utilisation, cost

The Key Performance indicators for an individual / process / Function is translated from the organisations overall vision

Objective measures and targets are put in place to track performance against the service, quality we provide to the customers and the efficiencies we are able to bring to the organisation.

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

Varies Across areas

Total Handled Time/Total Calls Handled

The time taken to service each call. This includes the Talk, Hold and

Wrap components

Average Handled Time

50%(Total AHT + Outbound +

project + other work activities)/Login Time

Amount of time utilized by agents

CSR Utilization

75%Transactions where customer

request auctioned on the first call/No of calls resolved within the

first contactFirst Contact Resolution

E

FF

ICIE

NC

Y

98%Non - Fatal errors – Total no of errors *weightage/total no of calls

audited*weightage

Processing and Soft Skill based errors are termed as Non Fatal

Errors

Non Fatal Error

98% Total no. of defective

calls/total no. of calls audited

Errors occurring due any misleading / incorrect information given or

compliance issues are termed as Fatal Errors

Fatal Error Accuracy

Q

UA

LIT

Y

5%Calls abandoned>5secs / Calls offered

% of calls that are abandoned before they are serviced

Abandoned Rate %

80% in 20 secs

(Calls Answered Within Service Level)/(Calls Offered excluding

Errors Overflows)

80% of the calls should be answered within 20 seconds

Service Level

S

ER

VIC

E

(O

N T

IME

)Target Formula DescriptionMetric Name 

N.ATotal Cost incurred/Total no of Transactions

Cost incurred for processing each transaction

Cost Per Transaction

Average Handled Time

Agent Utilization

One and Done Rate

Quality

Accuracy

Abandoned Rate %

Grade of Service

Cost Per Transaction

Sain Overseas Group ServicesUIDAI -

AADHAAR

Bihar Karnataka Sikkim Assam

Jharkhand MP UP Tamilnadu

West Bengal Gujarat Maharashtra Punjab

Andhra Pradesh UK Rajasthan Haryana

NPR – Dg & Bm

PDS

GPS - Survey

FI

RSBY

Inbound –Int.&

Domestic

Outbound – Int. &

Domestic

MNC - Vendorship

Transcriptions

Handicrafts

Database – Indian & Int.

Real Estate

SMS & E-Mail Gateway

Import-Export

Our Business Presence

PEOPLE PLAN PEOPLE – Recruitment Process Recruiting & Hiring Acquire staff, which has a high probability of successfully performing their KRA’s. Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.

Selection Process:- Group Discussion / Impromptu Round Typing Test HR Interview Final Operations Interview ( with Operation Manager at Effort BPO) Final Interview with Clients for Shortlist of (TMR’s) & (TL’s) Offer Letter

PEOPLE – Performance Mgmt Staff performance management Review & Evaluating individual performances at a junior level on a monthly basis. Performance linked to performance pay incentive Compensation and recognition Performance is measured & reviewed on a quarterly basis. Financial incentives for the individual and team performance.

Human Resource (HR)

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP

Basic Training

Training and Development for Personal Growth

Training and Development Mandated by Business Strategies

Behavioural /Skills

• Team Building• Skills Training

On the Job• Refresher Training• Coaching

Capability Building• On promotion• New role OJT• Capability Framework

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to ensure that all employees are aware of the applicable requirements.

Product / Process training:Focuses on providing product knowledge and process related training which ensures the staff have adequate knowledge to respond to customer queries.

Multi skilling

Cross Skilling

Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills and knowledge required by them to perform their defined roles

QUALITY – SAIN OVERSEAS GROUP

Evaluations are held on a daily / weekly / monthly basis. Evaluations – 12 calls / Agent / Month There are calibrations held with the client on a weekly basis or as per client requirement.

TrainingTraining at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training curriculum includes:

Induction Pre-process training Voice and accent Training Process Training One-on-One Mentoring Leadership Development Programs

SECURITY

Data Security Access to information to be controlled. To establish access rights and formally authorize these rights in respect of each employee. The desired Information Security controls by restricting access to specific information through password controls methodology. Database access to be limited to key people within the technology team, who maintain the same. Password wherever possible it be kept in parts with two persons Database Server to be kept in the server room / data center environment Software developer access the development servers which are physically separate from the production servers. Server login reports on daily basis.

Network Security Single record details to be available on the screen as per defined business logics Agent can not save information from CRM screen to local Hard disk Print Screen function on the agent desktop is disabled Agent can not change the information displayed on the screen as per defined business logics

Internet Security Firewall Nortel Contivity 1700

Stateful firewall Anti spoofing Natting VPN box

Antivirus Trend Micro “Neat Suite”

Office Scan – for Desktops Scan Mail – for MS Exchange Interscan Virus wall – for SMTP Server Protect – For Win 2000 Server Web Protect – for http/FTP Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP

Physical Security

Data Center•Single entry isolated from Operations area•Restricted access to server and network racks within the datacenter•Electronic logging and tracking using the Access system

Visitors are escorted by security or authorized employees No other person other than authorized personnel are allowed on operation floor Disabled shared network CCTVLogical SecurityFollowing security measures are expected in a LAN environment: Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN. Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner. Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and messages. Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN. Very strong Group policies to be implemented on the agent desktops All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled Agent can not save any thing on their local desktops Agent does not have any access to Local Hard drive of their desktops Agent does not have any “Right Click” & “RUN” permission No internet access on the floor. No mobile phones allowed on the floor.

E-GovernanceSain Overseas Group

Betiya Bhagalpur Muzaffarpur Gopalgunj

Gaya Buxar Madhubani East Champaran

Badh Narkatiyaganj Darbhanga West Champaran

Aurangabad Chappra Sitamarhi Nalanda

Shehor Raxaul Patna Ranchi

Sain Overseas Group is currently working in West Bengal for BPL. Our E-Governance Present in Bihar, Jharkhand & NCR

Our 1st Preference cities are given below for Bihar

About Publications: “Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional communities worldwide. We have two domain :

At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.

What sets us apart from our competitors are::

We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our decisions rather than focusing on short-term financial gains.

We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with the research and professional communities to influence our direction.

We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas GroupPublications

A quarter of an hour is worth a thousand pieces of Gold.

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients brand our team provides brand enhancement services and present the Clients Brand with respect in market. Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to company's success and growth for a long time. It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients

Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance , Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills , Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL,

Pizza Hut, Dominos etc

Sain Overseas Group Hr Outsourcing

Real EstateSain Overseas Group

Real Estate

Noida Gurgaon Dehradun (Resizone

Self)

Ranchi (Resizone Self)

Supertech Group DLF Group Commercial Residential

Amrapali Group Imperia Group Residential Plotting

Ajnara Group Ridhi – Sidhi Group

Plotting

Resizone Self Plotting Ramprashtha Group

Feusion Group Unitech Group

Sain Overseas Group is working in Noida, Gurgaon,Dehradun, Ranich & Muzaffarpur

for Residential & Commercial Projects with Following Clients

Board of Director’s

Satish Kumar(Managing Director & Founder)B.Tech. – Elex & Comm Engg., PGDEM,

MBA- International Business

10 Years of Management Skills in IT, 4 Years of Management Skills in

Publications5 Years of Management Skills in Real Estate

6Years of Management Skills in E-Governance

10 Years of Management Skills in Event Management

Raman Gupta(Director & CEO)

B.E. – Civil Engineering., M.Tech, PHD

12 Years of Management Skills in Thermal Power

8 Years of Management Skills in Real Estate6Years of Management Skills in E-

Governance

Akhilesh Kumar(Director)

B.E. – Civil Engineering, M.Tech

10 Years of Management Skills in Real Estate Infrastructure Development

7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”

Why make Sain Overseas Group your Brand Ambassador?

Highest Quality of service, ethics and client care

Seamless integration of online and offline channels

Domain knowledge to enable complex interactions

Innovative and service driven organizational culture

Robust process that captures new information and institutionalizes it within the enterprise

Reports on activity, success and expanded customer knowledge to our clients

Security and the ability to securely execute transactions

Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

We never follow the clock; hours were made for man, not man for hours.

Sain Overseas Services Pvt. Ltd.NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex, Gyan Khand II, Indirapuram, Ghaziabad – 201010Ph: +91- 9 555 414 999

Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar-845438Ph:  0893600 4195 | 06254 244301

Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun

Web: www.sainoverseas.com | E-mail: info@sainoverseas.comE-Mail: satish@sainoverseas.com | akhilesh@sainoverseas.com

If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines like a pearl. We need to choose the best place where we can shine.

Sain Overseas Group