fusion induction presentation
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Induction Program
HR Department
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Fusion BPO services is a global management consulting,technology services and outsourcing services provider company, with
more than 2000 highly skilled people, serving clients in 120 countries
with 9 delivery centers.
Combining unparalleled experience, comprehensive capabilities across
all industries and business functions, and extensive research on the
worlds most successful companies, Fusion BPO Services collaborates
with clients to help them become high-performance business houses
and governments.
What We Are
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To provide our clients with the highest level of performance
and quality by continually investing in our people, processes and
infrastructure to enable us to deliver World Class Service. We
strive to ensure a strong financial return to our investors and
shareholders by catering to all their business process outsourcing
needs
Our Mission Statement
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Our customers, employees, investors, and suppliers are our partners.
Fusion creates and maintains outstanding partner relationships by:
Ensuring partners benefit financially as Fusion succeeds.
Delivering on all promises to our partners.
Maintaining honest and open communication.
Encouraging creativity, innovation, and mutual respect.
Our Partners
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Our Corporate Vision
The vision of Fusion BPO Services is to be every clients
customer satisfaction partner. We believe in a constant pursuit to
set high standards at each and every stage of our well-definedprocesses including BPO services as well as other outsourcing
and call centre services. We strive to ensure that all our clients
get maximum productivity from their respective businesses.
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Fusion BPO is a company that strives to be a customer-satisfactionpartner of the client.
U.S. corporation, global reach
5 Contact Centres in Canada
2 Contact Centres in India
1 Contact Centre in Philippines
24/7/365
Robust infrastructure and technology
Wide-breadth industry experience and offerings
Overview
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Customer Service
Technical Support
Tele Marketing
Order Taking
Internet Marketing
Web Development
Our domain expertise includes:
Telecommunications, Solutions Providers, Insurance, DirectMarketing, Market Research, Among Others.
Our Services
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What We Do
Voice Based
Inbound
Customer Services
Outbound
Sales
Survey
Lead Generation
Served from
Canada
India
Philippines
Non Voice
Transcription
Transaction Processing
Served from
India
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Global Presence
Customer Locations
United States
Canada
United Kingdom
Ireland
Australia
India
Centre Locations
5 Sites in Canada
2 Sites in India
1 Site in Philippines
Growth Areas for Centre Locations
United States
Latin America
Philippines
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Canada Centres
Miramichi, NB
Grand Falls-Windsor
Marystown, Newfoundland
Stephenville
Wallaceburg, ON
Marystown
Opened 2007
Capacity 50
Seats Avail. 10
Agents 40Mini-centre
Grand Falls-Windsor
Opened 2000
Capacity 150
Seats Avail. 40
Agents 120
Our first call centre
Corporate houseOperations, quality, training,
and workforce
Stephenville, Newfoundland
Opened 2006Capacity 50
Seats Avail. 10
Agents 40
Mini-centre location
Miramichi, New Brunswick
Opened 2003Capacity 50
Seats Avail. 20
Agents 45
Mini-centre location
Wallace burg, Ontario
Opened 2007
Capacity 300
Seats Avail. 200
Agents 120
Corporate house
Accounting
Spanish and French
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India Centres
Kolkata #1
Kolkata #2
Kolkata, India #1
Opened 2004Capacity 175
Seats Avail. 0
Agents 350
Our first India call centre
Operational leadership
Kolkata, India #2
Opened 2005Capacity 225
Seats Avail. 100
Agents 130
2-miles away from main location
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Philippines Centre
Manila,Philipines
Opened 2009
Capacity 225
Seats Avail. 100
Agents 130
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2000
2003
Incorporated; Spun off
Won Quality Award
First retail client--Memorex
Recognized for company size
Opened 2nd center
Recognized for annual growth
Won first contractTracfone
+ =2000 20082004
Milestones 2000 to 2003
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Manage rebates
Validate insurance information
Started taking AT&T calls
Opened Guatemala operation
Registered as Xplore-Tech
Moved to new facility (Kolkata #1)
Changed technology to Stratasoft
2004
2005
Milestones 2004 to 2005
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Successfully moved 2 clients toGuatemala
Took first TXU call in GuatemalaFirst inbound customer care
172 seats, first center maxed
Added 2nd facility
2005
2006
Milestones 2005 to 2006
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2006
2008
Opened 3rd facility in Siliguri
Xplore-Tech acquires HDN
Opened 3rd center
Sold Guatemala operation
Opened 4th center
Opened 5th center
Took first iPhone call
Processed first order for iPhone
Milestones 2006 to 2008
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2008
Implemented Aspect in New York
Re-branded company to Fusion BPO
Milestones 2008 onward
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People Behind Us
Pankaj Dhanuka
Director
Overall responsible Global for Sales and
Marketing, Finance and Administration and
Technical. He co- founded the parent companyXplore -Tech Services with Kishore Saraogi in
March, 2004 and is a significant owner of the
Fusion BPO Services. Mr. Dhanuka, an all India
rank holder in CA and CS examinations, has vast
experience in ITes industry. His gamut of work
experience includes UTI, Lodha Capital Marketsand Web Development Company.
Kishore Saraogi
Director
Overall responsible for Global
Operations, Human Resource, Training.
He co-founded the Xplore Tech Serviceswith Pankaj Dhanuka in March, 2004 and
stands as a significant owner of the Fusion
BPO Services. Mr. Saraogi has also been
an all India rank holder in CA and CS
examinations. His feats include ventures
in ICICI Securities and Finance, Usha
Martin Telekom Limited, Usha
Communications and Martin Access etc.
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People Behind Us
Nalin R Tikkoo-President President and Head of Canadian Operations
Michael O NeilVice President
Responsible for Sales and Marketing
Sukumar Basu-Chief Financial Officer
Overall responsible for Accounts, Finance and Legal
Rosalind StricklandOperations Head
Responsible for Canadian Operations
Keith WarehamDirector IT and Telecom
Responsible for IT and Telecom
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People Behind Us
Surmit Dey -Head of Business Development
Roger Thomas- Head of Quality & MIS
Ujjal Bhattacharya -Head of Quality & RTA
Rajiv Ranjan Khan -Head of Training, India Chapter
Oindrila Banerjee Das -Head of Human Resources Development, India Chapter
Rajan Singh -Head of IT & Telecom
Shounak Ghosh -Head of IT Security
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People Behind Us
Ritesh ChakrabortyDy. General Manager
Overall responsible for India Operations
Park Circus :
Gaurav Vimal -Sr. Manager Operations
Ferdinand Anthony -Assistant .Manager Operations
Park Street :
Sonal Daniel Gomes -Manager OperationsArshad Rahman-Assistant Manager Operations
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HR Policies
Leave Policy
Attendance Policy
Performance appraisals
Trainings
Compensation & Salary
Career Progression
Employee Recreation
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Code of ConductGifts and donationsThe organization and its employees shall neither receive nor offer or make, directly or indirectly, any illegal payments,
remuneration, gifts, donations or comparable benefits that are intended, or perceived, to obtain uncompetitive favoursfor the conduct of its business. The company shall cooperate with governmental authorities in efforts to eliminate allforms of bribery, fraud and corruption.However, the organization and its employees may, with full disclosure, accept and offer nominal gifts, provided suchgifts are customarily given and / or are of a commemorative nature.
Ethical conduct
Every employee of the organization, shall exhibit culturally appropriate deportment in the countries they operate in, anddeal on behalf of the company with professionalism, honesty and integrity, while conforming to high moral and ethical
standards. Such conduct shall be fair and transparent and be perceived to be so by third parties.Every employee of the organization shall preserve the human rights of every individual and the community, and shallstrive to honour commitments.Every employee shall be responsible for the implementation of and compliance with the Code in his / her environment.Failure to adhere to the Code could attract severe consequences, including termination of employment.
Regulatory complianceEmployees of the organization, in their business conduct, shall comply with all applicable laws and regulations, in letterand spirit, in all the territories in which they operate. If the ethical and professional standards of applicable laws and
regulations are below that of the Code, then the standards of the Code shall prevail. As good governance practice theemployee should safeguard the confidentiality of all information received by the employee by virtue of his/her positionand or coarse of his/her duties. The unauthorised divulgence of such information may render the employee liable fordismissal.
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Code of Conduct
Concurrent employmentConsistent with applicable laws, an employee of the organization shall not, without the requisite, officially written approval of the
company, accept employment or a position of responsibility (such as a consultant or a director) with any other company, nor provide
freelance services to anyone, with or without remuneration. In the case of a full-time director or the chief executive, such approval
must be obtained from the board of directors of the company.
Conflict of interest
An employee shall always act in the interest of the company, and ensure that any business or personal association which he / she may
have does not involve a conflict of interest with the operations of the company and his / her role therein. An employee, shall not
accept a position of responsibility in any other non-XPLORE TECH company or not-for-profit organisation without specificsanction.
An employee of the organization shall not engage in any business, relationship or activity which might conflict with the interest
of XPLORE TECH group. A conflict of interest, actual or potential, may arise where, directly or indirectly:
a) An employee is in a position to derive an improper benefit, personally or to any of his / her relatives, by making or
influencing decisions relating to any transaction.
b) An independent judgement of the companys or groups best interest cannot be exercised.
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Code of Conduct
Protecting company assets
The assets of the organization shall not be misused; they shall be employed primarily and
judiciously for the purpose of conducting the business for which they are duly authorised. These
include tangible assets such as equipment and machinery, systems, facilities, materials and
resources, as well as intangible assets such as information technology and systems, proprietary
information, intellectual property, and relationships with customers and suppliers. All processes,
documentation, training Integrity of data furnished
Every employee of XPLORE TECH shall ensure, at all times, the integrity of data or information furnished by
him/her to the company. He/she shall be entirely responsible in ensuring that the confidentiality of all data is
retained and in no circumstance transferred to any outside person/party in the course of normal operations
without express guidelines from or, the approval of the management.
Reporting concerns
Every employee of XPLORE TECH shall promptly report to the management, and / or third-party ethicshelpline, when she / he becomes aware of any actual or possible violation of the Code or an event of
misconduct, act of misdemeanour or act not in the companys interest. Such reporting shall be made available
to suppliers and partners, too.
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Leave Policy
After confirmation any agent is entitled to 12 PLs in an year. Leave plan should be intimated and got approved well in advance
with all the duplicate keys and back- up files made available with therespective supervisor
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Attendance Policy
Trainees cannot remain absent for more than 3days in a month during the training period.
In case any trainee is found doing the same,their salary will be put on hold and they alsohave to continue their traineeship for 1 moremonth than usual.
A i l
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Appraisals
The performance review is done annually in the organization
How do we Access You ?The promotions in the organization are usually governed by the following
factors:
How well an employee performed in his / her present job.
How much potential an employee has for future responsibilities.
How much additional knowledge he / she have acquired for furtheradvancement.
Personal attribute, work habits, attitude towards self and others, ability to
get along with the team, leadership qualities, personal contribution to the success of the company determines his / her
competence for promotion.
Feedback given by all those who work with the employee such as his /her superiors, subordinates, peers and the customers.
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Career Progression
All employees will have an excellent opportunity to grow within the
organization through Internal Job Posting (IJP)
IJPs are conducted to give all eligible employees a fair chance to prove their abilities
This is a drive to recognize and reward talents of the employees
Employees can have both vertical and lateral movement to variousdepartments like Training, BD, Quality, HR, Technical andOperations through IJP
Appraisal for all employees for future growth and counseling throughSWOT analysis
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Trainings & Compensation
Compensation & Salary
Salary is paid on 1st / 3rd - of every month.
Salary is to be treated as confidential information and no communication is to bedone with colleagues and other staff
Trainings Include Generic Training 10 Days
Training Evaluation EOD 10th Day
Process Training 5 Days
On the job Training 45 / 75 Days
Evaluation is a screening process where different shifts are decided as well as apersons viability to be in the organization.
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Employee Recreation
Birthdays
Birthdays are celebrated on 1st week of the month. arrangements ofbirthday celebrations are done by the HR department all cost bear by
the company.
Picnics
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Transportation
You can avail the company provided Transport for the pick up and/or dropdepending on your roster and shift timings.
Your Line Manager would inform you regarding your shift timings, your cabnumbers and the necessary details.
You should avail the facility at the prescribed time and ensure nodelay happens in the process.
You should provide accurate address and phone number to the Line Managerand the Administration team.
Mis-routing of the cab, stopping the cab for personal reasons andconsumption of alcoholic drinks and smoking in cabs are strictlyprohibited.
Please co-operate with the drivers and the transport team to helpthem reach your destination safely and on time.
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Work Culture
Dress Code
Language
Employee Addressing
Data Security
Feedback Culture
Working Days
Mobile use
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Data Security
No employee shall be visiting websites other than those required by the organizationand specified by the technical team.
Mobile phones, CDs, Floppy Disks, Pen Drives and other portable devices which can
store data will not be allowed inside the floor.
No employee shall be allowed entry without a valid ID card or other supporting
documents.
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Following are the dressing guidelines for Fusionites:
Whatever you wear always select clean, pressed and wrinkle-free clothes. Your outfit should communicate
professionalism and it should be tasteful and decent.If not in business formals, you should be dressed in smart business casuals which can be a collared shirt, polo shirt or
a sweat shirt with trousers such as chinos, khakis, corduroys, dockers or decent denim trousers. A casual sport coat is
also appropriate. But before you go casual, check your daily planner to make sure you don't have any meetings with
clients that require formal business attire.
For women smart casuals are a shirt, jumper, sweater or cardigan or with a skirt, dress or trousers and shoes or boots.
Or they can also get dressed in salwaar kameez , saree, kurti or a tunic with a pair of formal trousers and low heel
sandals.
Torn jeans, shorts, capris, tank tops, miniskirts, low waist trousers etc. are too casual and therefore prohibited.
Workout wears like spandex etc. are to be saved for the gym.
Cologne when it is strong scent is a turnoff to most people. So best go for mild fragrance .
Long, fake or wild-colored nails does not really look good in office . Keep your nails short and neat.
Avoid revealing, plunging necklines, sleeveless and tight fitting attires. Clothing with bare midriff is not considered
decent. Make sure that your shirt is long enough to conceal your midriff. Let your clothes show off your good taste .
Hair should be clean, combed,neatly trimmed and arranged. Shaggy, unkempt hair, spike style, pony tail (for men),
untied long hair does not reflect a professional look and therefore should be avoided.
Work Dress Code
W k D C d
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No extreme hair colour please. Natural looking highlights are fine, but never dye your
hair blue, magenta or other colours not found in nature.
Sideburns, moustaches, and beards should be neatly trimmed.
Tattoos and body piercings should not be visible. Studies show that most people view
body jewellery as unprofessional and that people with multiple piercings are less likely to
be hired or promoted.
Employees who do not regularly meet the public should follow basic requirements of
safety and comfort, but should still be as neat and businesslike as working conditionspermit.
Certain employees may be required to meet special dress, grooming, and hygiene
standards, such as wearing uniforms, depending on the nature of their job.
At its discretion, on special occasions the organization may allow employees to dress in
a more casual fashion than is normally required. On these occasions, employees are stillexpected to present a neat appearance and are not permitted to wear ripped or disheveled
clothing, athletic wear, or similarly inappropriate clothing.
Work Dress Code
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Other Facility
Refreshments
While on duty, you are entitled for your refreshments provided by the company in the
company's cafeteria. No eatables are allowed on the floor.
Facility
You have to take ownership of the companys facilities. Keep your workstations clean. Do
not throw paper or plastics all over the floor. Do not spit in the production floor or in wash
rooms. Help us in keeping the Office premises clean and work-worthy.
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welcome !
to Fusion BPO family and
wishing you long andsuccessful career with us !