numarketing bpo presentation

Nu Marketing confidentialwww.numarketing.co.uk

Company OverviewBusiness Process Outsourcing

Nu Marketing

Nu Marketing confidentialwww.numarketing.co.uk2

Content

Company Overview Infrastructure Project

Management People

Management Case Studies


Company Overview


NU Group: Client Focused Solution

Nu Group

Nu Services Nu SellerNu Marketing

Outsourcing Business HouseBased Out of London, UK

Software DevelopmentApplication Development

Search Engine OptimizationGoogle Campaigns

Successful BPO Operations For Last 5 Years

State of the Art TechnologyBeing Used

Successful Delivery AcrossIndustry Verticals i.e. Telecom,

BFSI, MFG & HLS

Robust Project Lifecycle

Delivery & Operation Excellence

Built Proprietary e-commerce Tool

www.nuseller.com

Built Proprietary e-commerce Tool

Multi Channel Online software for ecommerce


Nu Services: An Overview

The Axis - Thought Leadership

Proven Expertise of BPO Operations

Vast hands-on Customer Experience

• Working hand to hand with Local partner in Gurgaon, India

• Clients from North America, EMEA & ANZ• Registered with DOT and STPI• Certified for ISO 9001 and ISO 27001• Innovative and Cost-effective Business and

Technical Solutions• Over 1000 Strong Employee Base • Maintain High Quality Standards

Nu Services


Nu Services: Service Offerings

Transaction Processing (FAO & HRO)

Contact Center (voice & non-voice)

Telemarketing (B2C & B2B)

Level 1 & 2 Technical Support

Online Survey Management

Collection Services

Market & Business Research

KPO & LPO Services

Industry Specific Offerings

Insurance Claims Processing Mortgage Services

Logistics & Dispatch Health Claims Processing

Reservation & Ticketing

Billing & Retention Services


Multi-Channel Service Capability

Integrated, Multi-channel Self Service Strategy aligned with the Client’s Customer Care Vision

Self Service Objectives:

- Improve Service Efficiency & Satisfaction

- Lower Operational Costs by increased Breadth and Depth of Self Service Capabilities

- Mitigate Infringement/Compliance Risk

- Cross-leverage Sales & Service effectively

Define & Implement desired Business Capabilities & Delivery Channels

New BusinessSales and Marketing

Across the Customer Lifecycle

Training

Multi Channel Service Delivery

Email / Chat Online—Platforms / Blogs / Wikis

MailVoice (Agents)

Up Sell, Cross Sell & Collections

Customer Service

Tech Support


Quality Methodology Overview


Quality Framework

Stabilization with Process Management

OptimizationTransition

ISO 27001

Proven Transition Methodology

Lean & Six SigmaDMAIC

(Under Implementation)

Six SigmaDMAIC

(Under Implementation)

Continuous Improvements – Technology

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Continuous Improvements – People & Process

ISO 9001:2000


Steps in Quality Deployment

2

VALUE

ADD

Reliability and Predictability

Improvements

STEPS

Foundation GrowthEfficiency

Adherence to Standards

Statistical Process Control of C Sat

Aligning internal measurement system

Aligning Training with C Sat

Vitality Training: process level issues & updates

FCR Case Management Knowledge Management Small Projects Retraining and Retesting Career progression

Eliminating CallGenerators

Waste Reduction. Performance

Support Tools Process

Standardization Create WOW

Experience

1 2 3


Infrastructure Overview


State of the Art: Infrastructure

Location: Building

Infrastructure

TelecomArchitecture

Security Architecture

Technical Helpdesk

Infrastructure

DataArchitecture

Administration Team


Our Location : Gurgaon, India

Production Floor

Main Building

Reception

Based in “Millennium City” – Gurgaon, India is the hub of MNC’s, number of business centers, office complexes and recreational areas such as PWC, KPMG, American Express, Microsoft and Sapient

An ISO 9001:2000 & ISO 27000 : 2005 certified facility

Facility & Infrastructure with a capacity of 600+ seats; can be expanded on demand

Over 1000 FTEs are working for various clients in multiple domain


Voice Architecture


Data Architecture

Internet

Router(3662 Series)

MUX

Dialer Servers

Layer 3 (Nortel 8610)

Bharti - 8 MB

VSNL - 8 MB

Reliance - 8 MB

Reliance MUX Switch

Firewall(Cyberoam)

File Server

ADC Exchange

Recording Server

Symposium servers

Domain Controller

Anti Virus Server

File Server

Verint LoggerServer

WAN Switch (NORTEL)

Internet

Nortel BaystackSwitch – 420-24T

Dell ServersPowerEdge 2950

HP Prolaint ServersML-350

Data Network Diagram


Layered Security: Logical & Physical Access

Logical Access Logical Access Physical AccessPhysical Access

Critical communicationsEquipment, servers, CISCO ASAFirewalls

Desktop/workstations

CRM, Client Tools, Home Grown Tools

Building/Campus Security

Wing/Floor, TowerSecurity, Anti-Pass Back

ODC,Labs,CommRoom,Server rooms,Data Center


Approach


Robust & Seamless : Project Lifecycle


3-Tier : Governance Model


Recruitment Plan

Receive Inputs from an extensive Database of Resumes and Agency

Network

Match SkillsShort list for Interviews

Screening

Final Selection

Domain Experience

Communication Skills

Analytical Ability

Aptitude

Soft Skills

Confidence

Attitude

Medical Examination

Reference Checks

Offer

Pre Screening

Background Verification

On-boarding

Personal Interview

Assessments

Client and ExpertServto jointly agree on

screening Parameters


Nu Services Cares for its Employees

Quality of Work Life State–of-the-art Self Owned Facilities Modern Cafeteria Pick-up and Drop Facility – AC cabs Efficient Functional Departments Helpdesk-Salary, Tax and Technology Recreation Facility i.e. Cricket etc Regular Process Parties

Health Onsite Medical Facility Mediclaim Group/Personal Accident Insurance

Wealth Periodic Salary Appraisals Attendance Incentive Process-based Pay Productivity-linked Incentives Performance Pay Competitive Compensation

Social Responsibilities Maternity/Adoption Leave Compensatory Time-off Mediclaim

Career/Personal Growth Bridge Training for New & Pre-hires Reward and Recognition Program

(R&R) Fast Track Leadership Program Regular Promotions Career Opportunities - Within


Engagement Snapshot

Client & GeographyYears in Business

Areas of Engagement

Leading Online Seller of Wireless Services and Devices in the US

Since August 2005

Inbound Calling, Billing & Collections and Transactional Services for the Credit Check


Since April 2009 Inbound Chat Support for the Accounts Activations


Since August 2005

CyberRisk Back-office & Email Support

A Large Debt Settlement Company in the US

Since June 2008 Debt Settlement – Outbound & Back-office

Leading Online Seller of Perfumes in US & India (self-owned company)

Since January 2007

Inbound, Outbound Customer Service, Collections, Telemarketing, Order Management & Vendor Management

A Large Broker in the UK Since February

2006Outbound campaign for Secured Loan and Re-mortgage

A large Data Management Company

Since December 2010

Data Extraction, Analysis and Modification

Leading Australian Firm Under Transition Customer Service


Case studies


Case Study 1 : Back Office for Credit and Activation

Drivers for Offshore Outsourcing :

- Standardizing Processes inherited through Handling Multiple Wireless carriers

- Cost Reduction through Labor Arbitrage and Process Efficiencies

- Improve Controllership by engaging a Single Vendor for all services

Activities in scope for the current process

- Post/Pre-Match Activation of the end user

- Renewal & Upgradation of contracts with multiple carriers

Total FTEs in scope—110

Engagement Summary

Project Go-Live: Aug 2005

Location: Gurgaon

Teams were created as per the carriers

Consolidation and Standardization of the processes

Creation of Process Documents with clearly defined SLAs and Metrics

Creation of a Performance Management Reporting that tracks SLA Metrics

Creation of an Operations Structure that is scalable and can resolve issues without escalating to the Client

The client benefited from Nu Services domain expertise

Cross & Multi skill training increased Productivity significantly

Process deep diving resulted in identifying Root Causes and applying Permanent Fixes

We handle 90K transactions with 110 FTEs as compared to 30K with 60 FTEs at the beginning of the engagement.

Reduced multiple contacts by improving FCR. We achieved this by

3 way conferencing with client and customers

Cross skill our FTEs on multiple carriers

Client Profile

The Client is one of the Leading Online Seller of Wireless Services and Devices in the US.

Nu Services SolutionBusiness Context Key Engagement Benefits


Case Study 2 : End to End Contact Center Support for Verification and Fraud Review

Drivers for Offshore Outsourcing :

- Standardizing Processes inherited through Handling Multiple Wireless carriers

- Cost Reduction through Labor Arbitrage and Process Efficiencies

- Improve Controllership by engaging a Single Vendor for all services

Activities in scope for the current process

- Fraud Review

- Verification

Total FTEs in scope— 70

Engagement Summary

Project Go-Live: Aug 2005

Location: Gurgaon

Introduced initiatives to discuss the progress of Training Classes

Inducting of an American Trainer with excellent communication skills to strengthen Experiential Learning & customer service

SMEs from the Production Floor visit the Training Rooms and review the top Training Defects

Monitoring and Calibrations of all types of transactions with a view to assure that all Internal, Client and End-user requirements are met

Cross Training for better Utilization of Resources

The Client has achieved significant Cost Savings while maintaining and improving Quality

Customized Solution, successful Transition and ongoing Operations resulted in better Utilization of Manpower, increased Productivity and enhanced Quality

A positive Growth Trend in the Revenue generated for the Client

Higher Customer Satisfaction

Client Profile

The Client is one of the Leading Online Seller of Wireless Services and Devices in the US.

Nu Services SolutionBusiness Context Key Engagement Benefits

We provide inbound, out bound, voice, chat, email & Auto Message services to the client


Visit us atwww.www.numarketing.co.uk

Thank You

http://www.numarketing.co.uk/

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