Aegis Profile

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Aegis Profile January 2009

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Aegis Profile. January 2009. Quick Snapshot. US$ 500 MM Integrated BPO Leader Interaction Services Back Office Services Value Added Services Status in the Tele-Services Industry 20+ years of service experience - PowerPoint PPT Presentation

Transcript of Aegis Profile

Page 1: Aegis Profile

Aegis Profile

January 2009

Page 2: Aegis Profile

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

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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

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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+

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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

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Select Clientele - International

Industry Verticals Industry Verticals Industry Verticals Industry Verticals

HealthcareHealthcare

Travel & HospitalityTravel & Hospitality

Financial ServicesFinancial Services

Retail / CPGRetail / CPG

TelecomTelecom

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Select Clientele - India

HealthcareHealthcare

Computer HardwareComputer Hardware

BankingBanking

Retail / CPGRetail / CPG

Industry Verticals Industry Verticals Industry Verticals Industry Verticals

TelecomTelecom

InsuranceInsurance `̀

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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

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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

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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

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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)

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Reasons to Outsource – Greatest Value

• Flexibility

• Focus on Core Business

• Improve control on process

• Reduce Cost

• Improve Scalability

• Shared Learning

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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

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Thank You

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