gamma business process hub india limited capability...
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© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
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Gamma Business Process Hub India Limited
Capability Presentation to
November 2017
Gamma Process Hub India Limited
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
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2002Incorporated in the year 2002 as Optimus Global Services Limited – A wholly owned Subsidy of Polaris
Software Lab Ltd.
2011Merged with Polaris Software Lab Ltd.,
Operated as a separate Business Unit within Polaris
2016Gamma Process Hub India Ltd becomes a separate
Business Entity
Gamma Process Hub India Limited
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
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15Years
Industry Experience
300+ Years
Domain / Managerial Experience
1500+Qualified
Associates
3 Delivery
Centres Pan India
20+ Processes
Domestic / International
1.5 Million Inbound calls
/ Month
25 Domestic
and International
Customers
Gamma Delivery Centers
Chennai Gurgaon
Hyderabad
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
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Gamma Process Hub Inc* Nov’17
Clientele:
TELECOM
E-COM / MEDIA
NGO / ITES
RETAIL / TRAVEL
BFSI
REAL ESTATE
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
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Govt. of India
Gamma SERVICESCALL CENTER MANAGEMENT NON-VOICE SERVICES DOCUMENT MANAGEMENT
BANKING & FINANCIAL SERVICES INDUSTRIES
CONTACT CENTREDELINQUENCY MANAGEMENT
24X7 CONTACT CENTRE
PHONE/EMAIL/CHAT SUPPORT
CONTACT POINT VERIFICATION
CUSTOMER QUERY RESOLUTION
ACCOUNT/PRODUCT INFORMATION
COMPLAINT HANDLING
DISPUTE PROCESSING & CHARGE BACKS
LOYALTY PROGRAMMES
CROSS SELL/UP SELL
AGENCY MANAGEMENT
FIELD REFERAL MANAGMENT
DISPUTE RESOLUTION
SKIP TRACING
FRAUD ANALYSIS
CHEQUE & CASH PICK UP
CUSTOMER ANALYTICS & SEGMENTATION
FINANCE AND ACCOUNTING SERVICES
HUMAN RESOURCES OUTSOURCING
MARKETING ACTIVITIES
EARLY & MATURED POOL BUCKET CALLING
ROYALE ASSIST- PREMIUM SERVICE
INSURANCE
TELECOM , MEDIA & ENTERTAINMENT , SERVICES INDUSTRIES
OUTBOUND SERVICES
NEW ACQUISITION
KYC/CUSTOMER ON-BOARDING
REINSTATEMENT & REWARDS
VALUE ADDED SERVICES
PRODUCT/PLANS UPSELL/CROSS SELL
WELCOME CALLING / AWARENESS CALLING
CUSTOMER VERIFICATION
LOYALTY PROGRAMMES
CONTACT POINT VERIFICATION
ROYALE ASSIST-PREMIUM CUST SUPPORT
LEAD GENERATION
TELE-SALES TECHNICAL HELPDESK
BILLING CREDITS/ADJUSTMENTS
CREDIT CARD/ONLINE PAYMENTS
BACK OFFICE SERVICES
SCANNING & IMAGING
DATA ENTRY
MIS
LOAN LIFE CYCLE MANAGEMENT
ORDER PROCESSING
DOCUMENT DISPATCH
POLICY ADMINISTRATION & CLAIMS MANAGEMENT
ACCOUNT ACTIVATION
ACCOUNT UPGRADATION
DATA VALIDATION
MORTGAGE PROCESSING
FINANCIAL ENTRIES PROCESSING
POST SALESCUSTOMER
RELATIONSHIP MANAGEMENT
RETENTION & PERSISTENCY CALLING
FIELD SUPPORT
ACCOUNT MAINTENANCE
COLLECTIONS
RECHURN CALLING
DISPUTE RESOLUTION
ROYALE ASSIST- PREMIUM CUSTOMER SUPPORT
LOYALTY PROGRAMMES
CSAT SURVEY & VALIDATION
CUSTOMER ON-BOARDING
CUSTOMER LIFE CYCLE MANAGEMENT
ANALYZE & MANAGE CUSTOMER RISK
BILLING & COLLECTIONS MANAGEMENT
ORDER HANDLING
WIN BACK
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
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LANGUAGESIB-
CUSTOMERSERVICE
IB-SALES
OB- SALES/CUSTOMER SUPPORT/
RETENTION
DELINQUENCYMANAGEMENT
EMAIL SUPPORT
INTERNATIONALMARKETING
(USA)
ENGLISH
HINDI
TAMIL
TELUGU
KANNADA
MALAYALAM
BENGALI
MARATHI
PUNJABI
Language Capability
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
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Lines of Business :
➢ Customer Service
➢ Customer Acquisition
➢ Delinquency Management
➢ Back Office Services
➢ E-mail and Web Chat Support
➢ Technical support
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© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
Business Processes that supports Multiple Lines of Business
Customer Service
• 24X7 Customer Service
• Royale Assist- Premium Customer Support
• Query Management and Complaint Resolution
• Tele- verification
• Technical help desk
• Dispute Processing
• Grievance Registration
• Customer Retention
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© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
Gamma enhances the dealer satisfaction levels for a leading Global mobility service provider in India
• Lead Generation
• Know Your Customer (KYC)
• Sales / Cross Sell / Up Sell
• Contact Point Verification
• Welcome Call
• Document Verification
• Awareness Calling
• Loyalty Programmes
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Customer Acquisition/On Boarding
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
A leading Health Insurance company outsources its end to end sales activity and sees productivity levels soar to a new high
Delinquency Management
• Early & Matured pool bucket Calling
• Agency Management
• Field Referral Management
• Dispute Resolution
• Skip tracing / Fraud Analysis
• Cheque & Cash Pick-up
• Customer Analytics & Segmentation
• Billing Credit / Adjustment
• Credit Card / Online Payment
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© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
Gamma’s Delinquency Management expertise cuts down the risk that threatened the viability of a banking giant !
Back Office Services
• Scanning & Imaging
• Data Entry and Validation
• MIS , Document Dispatch
• Loan Life Cycle Management
• Policy Administration & Claims Management
• Forms / Order Processing
• Account Activation & Upgradation
• Mortgage Processing
• Financial Entries Processing
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© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
Gamma helps a large US based direct marketing company decrease on boarding time increase accuracy and digitize
records for easy on line access
E-mail and Web Chat Support
• Query, Resolution & Complaint handling
• Technical Support
• Marketing Services-Sales/ Cross sell / Up Sell
• 24X7 Online Support
• Product Enquires
• Order taking & fulfillment
• Troubleshooting
• Payment Enquires & Documentation
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© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
Gamma improves support desk through voice, email & chat for a online shopping cart company In the US
Technology Infrastructure
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
• High availability Servers : HP DL 380 Generation 9 with Online replication from Primary to secondary servers.
• Fiber connectivity from multiple telecom vendors for PRI and Leased Lines
• Predictive Dialer: Genesys and InterDialog
• IVR : InterDialog
• Call Recording: Genesys & InterDialog
• Regular data backup on EMC storage server
• Dual Power backup through UPS & Generator for total premises
• Headsets & Telephones of Telekonnectors, Plantronics, with noise cancellation capabilities
• Imaging & Workflow: Intellect SEEC
• Fully wired 1500 workstations spread across 3 locations across India
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Security & Privacy
Data and Information Security
▪ Access to the application is password protected
▪ Granular level access control▪ Clear Desk Policy▪ Shredding & Waste Management▪ Photography/Video▪ Mobile Phones▪ Random Searching
▪ Additional Levels of encryption as per the requirement of
customers
Physical Security
Network Security
Associate Level/Workplace Security
HR Background Checks
Level One
▪ Documents Verification▪ Reference Check
Level Two
▪ Previous Employment
Level Three
▪ Field Visit ▪ Residential Address
Level FourOnly for sensitive & financial responsibility related positions
• CIBIL check• Criminal Check
Client Level Security
▪ New employee orientationprogram
▪ Intellectual property agreement
▪ Non-disclosure agreement▪ Security processes▪ Customer Policies
▪ Secured access to physical hosting
environment – 24x7, ▪ Providing physical and domain
isolation of delivery centers ▪ Access Cards for every employee▪ Operation System security on all
hardware – logins and passwords
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
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TNA
• Process 1
• Process 2
• Process 3
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
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Transaction Monitoring
Completes Training
Into calling Assigned to a Quality Exe
Evaluates with a score
Provided Feedback
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4
2
Evaluated / Week on 4 calls
Two months of score assessed
Category assign-ed based on score
Sample arrived based on Category
Monitoring
Sampling
Greenhorn0 – 3 months
Buddy4 – 6 months
Super Seniors7 – 12 months
Meridian13+ months
Vintage
Achievers
Hi-pots
Challengers
Quality Score contributes to 40% weightage on Performance Appraisal!!
Good calls / Bad Calls are played during feedback
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
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Zoho Desk
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
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Gamma is the authorized referral Partner for Zoho Suite of ProductsOur Agents are trained in Zoho Products usage and Implementation
Case Study
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Gamma is proud to be associated with the Prime Minister's Ambitious project - Government
eMarket (GeM)
The Government is committed to Curbing Corruption. One of the key aspects of this objective is to minimize Governments human transactional interface. Accordingly, public procurement is being transformed by
leveraging technology such as online market places and e-tendering. The Government E-market place (Gem) also offers other advantages such as minimizing prices while maximizing ease, efficiency and transparency. It
will help enhance processes in ways such as demand aggregation, real-time price discovery, and prompt automated payments.
GeM – Consortium
Nextenders
• e Bidding
Tata Communications
• Cloud Services
Infibeam
• E-Commerce Services
Intellect Design Arena Limited
• Portal and Operations
Gamma Process
• Contact Centre – Technical and Operational Support
60,000+
Buyers
52,000+
Sellers
2,80,000+
Products
1,80,000+
Txns / Month
65,000+
Calls / Month
33 %
Call to Txn
31 %MoM Call
Vol. Growth
• GeM was launched: August 2016
• Currently being used by all Central Government
– Govt. Has made it mandatory for all products and services available on it, to all Central Government Ministries, Departments and Central Government Organizations
– State Governments are also urged to use GeM
• GeM will serve as the National Public Procurement Portal to make procurement simpler as well as derive benefits of lower cost of products and services.
• Gamma is managing the Contact Center Portion of GeM
– 30 % of the overall Transactions happens through the Call Centre
Over 2200 Cr Transaction
already done
GeM – Data Facts
According to estimates, government procurements total Rs 5-7 lakh crore a year for states and the central government put together.
Our Unique Selling Proposition
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
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• Best Practices Implementation: Government e Marketplace (GeM) Experience: Gamma is providing contact centre support for GeM
• Relationship with our Customers spanning more than a decade
• Integrated contact centre and feet on the street model to provide last mile connect delight
• Technology Partnership with Zoho to bring in best in class customer service experience
• Geographic Spread across 3 delivery centres with expandable capacity for immediate ramp-up
• People Practices : Hiring, Training and Certification, Continuous monitoring for sustained quality of service
“Gamma enhances the dealer satisfaction levels for a leading Global
mobility service provider in India”
Gamma leverages the service and performance for theInbound dealer helpdesk for one of the major Telecomgiants in India
The Client:
The client is one of the world’s leading International mobilecommunications group with a customer base of approx 300million customers.
The Business Objective:
The Client was looking for a BPO who would handle theirInbound trade desk process managing Retailers, Dealers,and distributors in the South Zone. Certain challenges thatwas faced by the client had them looking out for anexperienced contact centre.
– Reduced Dealer satisfaction levels
– High abandoned calls level due to uneven call flow
– Increased operating cost
To overcome these challenges, the client decided tooutsource the entire process to Gamma.
Case Summary :
The Client was facing reduced dealer
satisfaction levels, occasional call surge and
increased operating costs. Gamma met these
challenges with ease and the client has benefited from a 20% increase in productivity with 0% abandoned call ratio.
The Solution:
Gamma overcame the Clients challenges by having a teamof dedicated experienced customer support staff on theJob.
• Analysis was made on the call flow based on the peak-non peak hours and the calling window was reducedthereby sustaining the manpower during the peakhours
• 0% Abandoned call ratio was achieved by split shiftstrategy.
• Continuous refresher training programs, stringentquality monitoring and assessment
Value Delivered :
• Successful management of large volumes ofcalls received without impacting the quality levels.
• Benefited from a 20% increase in productivity.• CSAT level maintained at >90%• Excellent Man management.• 0% abandoned rate achieved by having Split shifts.
“ Benefited from a 20% increase in
productivity while maintaining our commitment to
deliver a superior dealer experience . We are extremely
happy with Gamma for their
commitment and looking forward for
solving more challenges ”
- Client
“Gamma helps a large US based direct marketing company decrease on boarding time increase accuracy and digitize records for easy on line
access ”
Gamma’s extensive experience in back office processingdocument scanning and verification helps a Major US directmarketing company to improve the turn around time by 50% with an accuracy of more than 95 %
The Client:
The Client is a large US-based direct marketing
company with operations in several countries across
the world . Company products include Nutrition,
beauty, bath and body etc related
The Business Objective:
▪ Standardized & Robust process for document verification
▪ Better predictability for on boarding and reduce therevenue leakages
▪ Reduce manual errors during verification by automation &adding extra layer of verification
▪ Enhanced experience of on boarding by automatic alerts
▪ Ensure timely remittance
▪ Easy accessibility & longevity of KYC docs throughdigitization & structured e-storage mechanism
Case Summary :
Nature of their business requires documents to be collected and verified on a regular basis. Their Major challenge was Accuracy of
Verification and Turn around time.
Gamma’s process facilitated around 3500
application per day with a rejection rate of < 5 %
The Solution:
▪ Developed web based application for verification andvalidation of mandatory demographic details includingbanking information
▪ A combination of automated scanning and verification ofdocument with maker / checker process.
▪ Receiving / verification / Scanning / tagging / uploading andreverification of documents
▪ Quality checking of uploaded docs and data in system
▪ Daily/Monthly MIS as per client requirements
Value Delivered :
▪ Rated 5/5 during both the half yearly Customer Satisfactionsurveys by the client.
▪ Drastic reduction in back logs with the help of scanning andmanual combined process.
▪ 24 * 7 Operations in last 5 days of month to avoid any back logbeing pushed to next month
▪ Increase in satisfaction of end customers, improvedproductivity of client staff
“ Gamma’s efficient and effective back office processing
capability and their 24/7 support helped
us achieve 5/5 in two consecutive half
yearly Customer Satisfaction
Surveys” -Client
COPYRIGHT NOTICE
© © 2017 ǀ © Gamma Process Hub India Limited
All rights reserved. These materials are confidential and proprietary to Gamma and no part of these materials should be reproduced, published in any form by any means, electronic or mechanical including photocopy or any information storage or retrieval system nor should the materials be disclosed to third parties without the express written authorization of Gamma Process Hub India Limited
© 2017 ǀ © Gamma Process Hub India Limited Company Confidential
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