Aegis Profile
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Transcript of Aegis Profile
Aegis Profile
January 2009
Quick Snapshot
US$ 500 MM Integrated BPO LeaderInteraction Services
Back Office Services
Value Added Services
Status in the Tele-Services Industry20+ years of service experienceAegis is a Tier One contact center company which has been rated in the Top 25 contact center companies of the world (Source: Datamonitor)
Ranks among the Top Contact Centers in India (Source : NASSCOM, Dataquest)
Expertise in Telecom, Banking, Insurance, Financial Services and Healthcare
Aegis is owned by Essar Group
Essar House, Mumbai, India
Parent Overview – The Essar Group
• Leading Pan-Asian Business Conglomerate
• Projected Annual Revenue of US$ 18 billion for FY08
• Strong Balance Sheet with Equity Base of US$ 10 billion
• Operations in 130 countries
Telecom & BPOTelecom & BPO ShippingShipping PowerPower OilOil SteelSteel ConstructionConstruction
Global Footprint
Centers • 10 in the US• 1 in Costa Rica• 15 in India• 5 in Philippines• 1 in Kenya
Employee Strength: 31,000+
Seats: 20,000+
Centers • 10 in the US• 1 in Costa Rica• 15 in India• 5 in Philippines• 1 in Kenya
Employee Strength: 31,000+
Seats: 20,000+
Current Client Profiles
• 3 of the world’s Top 10 telecom companies
• 5 of India’s Top 6 telecom service providers
• 5 Fortune 500 Banking and Financial Services companies
• 2 of the Top 10 private life insurance companies in India
• 2 of the worlds Top 5 Healthcare Companies
• Large Asian Healthcare group
HealthcareTelecom BFSI
More than 50 Global 1000 CompaniesMore than 50 Global 1000 Companies
HealthcareBankingInsurance Travel & HospitalityTelecom Retail/CPGIT Hardware
Select Clientele - International
Industry Verticals Industry Verticals Industry Verticals Industry Verticals
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HealthcareHealthcare
Travel & HospitalityTravel & Hospitality
Financial ServicesFinancial Services
Retail / CPGRetail / CPG
TelecomTelecom
Select Clientele - India
HealthcareHealthcare
Computer HardwareComputer Hardware
BankingBanking
Retail / CPGRetail / CPG
Industry Verticals Industry Verticals Industry Verticals Industry Verticals
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TelecomTelecom
InsuranceInsurance `̀
Growth Story:2003 - 2008
Aegis acquires Swift Response, CFS and
Orion Dialog
2,432Essar acquires Aegis Com Group
Aegis acquires eTelequest
3,637
7,944
$ 94 m
Aegis acquires Technion
13,132
$ 137 m
Aegis acquires Global Vantedge
19,027
$ 240 m
Aegis acquires Bharti Teletech and Stesalit Infotech
Q2 Q3
2004 2005 2006 2007 2008
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1Q4 Q4
2009
24,000
18,000
12,000
6,000
30,00031,000 +, $ 500 m +
No
. of
Em
plo
yees
Significant Acquisitions
Aegis acquires People Support Inc.
Aegis acquires AOL India
Indian BPO Industry
Anil Modi
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History of BPO in India
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Drivers of Industry - Then
• Captives lead the way – Comfort of home
• Non customer facing tasks – No threat
• Large labor pool availability – Labor arbitrage
• Bandwidth availability – Low Technology Challenge
• Initial trials very successful – Expands with more trials
• IT as established outsourcing practice
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Circle of Need
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Demand Management
Cus
tom
er
Sel
ectio
n
Customer
AcquisitionCustomer
Retention
Enterprise Services
Human Capital Finance and
Regulatory Facilities Mgmt./
Admn. IT
Supply Management
Move
Store Make
Buy
Supply Management
Custom
er
Extension
Telemarketing-Negotiation &Telemarketing-Negotiation & ClosingClosing
Inquiry HandlingInquiry Handling
Claims ProcessingClaims Processing
BillingBilling
AR/APAR/AP
Payroll BenefitsPayroll Benefits
Policy Policy AdministrationAdministration
Document ManagementDocument Management
Accounts PayableAccounts Payable
Accounts ReceivableAccounts Receivable
General LedgerGeneral Ledger
Tax ManagementTax Management
Treasury and Risk Treasury and Risk ManagementManagement
ReportingReporting PayrollPayroll
BenefitsBenefits
Education and Education and TrainingTraining
Hiring and RecruitingHiring and Recruiting
Personnel Personnel AdministrationAdministration
Evolution of providers
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BusinessValue
Relationship Complexity
Effectiveness-Focused“Make It Better”
EnhancementEnhancement
Competitive Advantage“Make Me Money”
TransformationalTransformational
UtilityUtility
Efficiency-Focused“Make It Cheaper”
~80%
~15%
~5%
Ability to demonstrate all models to our clients
Current Landscape
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Future Outlook
The Indian BPO industry is poised to grow nearly five-fold to $ 50 billion by 2012, a
study by India's National Association of Software and Services Companies
(Nasscom) and consulting organization Everest Group.
The Indian BPO industry employs about 700,000 people across 25 countries and
accounts for about 40 % of the total global BPO offshore market. The industry aims to
provide direct employment to over 2 million people in next five years in India alone.
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Skills – To deliver BPO
• Agents• Team Leads• Supervisors• Hr Manager• Quality Auditor• Accounts• Operations Managers• Account Managers• Other corporate functions like Sales & Marketing &
Finance
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Infrastructure – To deliver BPO
• Clean floor layout to accommodate desk banks• Desk Space ~ 70 sq ft• TL/Supervisor Space at bank head• HR, QA and Accounts within easy access of all banks• Canteen, Recreation Area in separate area• Secured Access• Data Center• PC’s, Phones and LAN• Telecom connectivity• Internet connectivity
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Pricing Models
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• Manpower based ($/FTE, $/Payroll Hr)
• Utility based ($/minute on call)
• Transaction based ($/transaction)
• Cost + basis (Cost + $)
• Base + Performance ( Base ± Variable)
Reasons to Outsource – Greatest Value
• Flexibility
• Focus on Core Business
• Improve control on process
• Reduce Cost
• Improve Scalability
• Shared Learning
Reasons to Outsource – Challenges Faced
• Transfer of Corporate culture
• Adaptation of contracts to future needs
• Closure of feedback cycle for improvement
• Risk of unknown with a new partner
Thank You
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