Corporate Presentation - Fusion BPO · the Unit Trust of India, Lodha Capital Market Limited (A...

To deliver the highest level of performance by continually investing in people, processes, compliance and infrastructure.

MISSION STATEMENT . . .

© 2018 Fusion BPO Services www.fusionbposervices.com

Draper

GLOBAL PRESENCE OVERVIEW

DEEP RELATIONSHIPS WITH MARQUEE CLIENTS RECOGNISED AS INDUSTRY EXPERTS

Founded in 2004, Fusion BPO is a leading provider of Voice, Chat & Email and Collections services to clients internationally

Headquartered in Kolkata (India) and Draper (US)

15.5% growth in 2018

PCI DSS v3.2 certified

ISO 27001, ISO 27002 GLBA SOC 1 Type –II 2017

HIPAA compliant

Montreal

Kolkata

London

El Salvador

Manila

Atlanta

Jamaica Cebu

Long standing relationships with leading clients across telecommunication, financial services and retail

Average relationship of 8.5 years with top 10 clients

~4,000 employees spread across North America, Central America, LATAM, UK, India and Philippines

LEADING PROVIDER Of CRM and Collections Services to Clients Internationally


Has multi-language capabilities including English, French, Spanish, Italian, German, Japanese and Mandarin

Extremely well run operations allow Fusion to deliver high quality services at competitive prices

Albania

FUSION AT A GLANCE Take a Quick Look

14 YEARS OF EXPERIENCE

4000 EMPLOYEES

4260 SEATS

9 GLOBAL LOCATIONS

Dual headquarters - Kolkata (India) and Draper (Utah, USA)

Multi-language capability (English, French, Spanish, Italian, German, Japanese, Mandarin and more)

2 separate hosted and completely geo-redundant Data Centers - Draper, USA and Montreal, Canada.

All sites totally safe-guarded and interconnected (first available Agent – on demand)

PCI DSS v3.2 Certified

Minority Business Enterprise (MBE) Certified

Generator backups, dual-network entry, interconnected Avaya platform

Largest client is 22% of our business; multiple verticals

Strong balance sheet, 0.32 debt to equity ratio, and wholly-owned with current ratio 3.6!


The Beginning

Pankaj Dhanuka and Kishore Saraogi launch

Xplore-Tech

2005 2004 2012-14 2009-11 2018 2016 - 17

1st International Site

Now operating under Fusion BPO, opens a center in Newfoundland, Canada

1st US Flagship Center

FBS acquires O'Currance Teleservices and opens a sister site in El Salvador

Growth Continues

FBS acquires/opens three new centers. 2 in Canada and 1 in the Philippines


CORPORATE TIMELINE Brief Corporate History

2nd US Flagship Center

FBS acquires Vital Solutions Inc. and opens three new

centers. - 2 in El Salvador and 1 in Jamaica

Growth Continues

FBS acquires SupportSave Solutions, Inc., Philippines

New Center: Tirana, Albania

Michael O’Neil Executive Vice President

Michael O’Neil, Executive Vice President - has served the company since its inception and has over 16 years of experience within the BPO industry. Before joining Fusion BPO Services, Michael worked as a consultant for logistics and outsourcing companies. He earned his MBA in Finance from the University of Texas at San Antonio in addition to a Bachelor of Science Degree in Industrial Engineering from Texas A&M University.

Rajan Singh

CTO

Rajan Singh is the CTO at Fusion BPO Services. He joined Fusion Group in 2004. Rajan provides leadership for the continued development of an innovative, robust, and secure information technology environment throughout the company. Educational background includes master degree in Telecommunication. He is CCNA , ITIL, Avaya Aura CM administration certified professional.

Ritesh Chakraborty

Vice President - Ops

Ritesh Chakraborty is the Vice President - Onshore & Near Shore Operations at Fusion BPO Services. Ritesh has been associated with Fusion since inception of the organization. During his journey with Fusion, he has headed Operations, IT, Sales & Marketing, RTA/WFM and Quality, proving himself to be a committed company advocate.

Lalita Sinha is the Director - HR at Fusion BPO Services. She has over 23 years of HR Management experience. Worked with NIIT Ltd, RPG Retail group, Vishnu Solutions, Onprocess Technology. She did double degree graduation from Calcutta University and Post Graduation in Human Resource from North Maharashtra University.

Lalita Sinha

Director - HR

Pankaj Dhanuka

Co-founder & Director

Pankaj Dhanuka co-founded Fusion BPO Services Group with Kishore Saraogi in March, 2004. A Chartered Accountant by deed, Pankaj had also been an all India rank holder in CA and CS examinations. His galaxy of work experience includes the Unit Trust of India, Lodha Capital Market Limited (A joint venture of Banque Paribas) and WDC Limited, India.

Kishore Saraogi

Co-founder & Director

Kishore Saraogi co-founded Fusion BPO Services Group with Pankaj Dhanuka in March, 2004. He has held many senior management positions in companies like ICICI Securities, Usha Martin, and Usha Communications Technology. A Chartered Accountant by profile. He had been an all India rank holder in CA, CS and Cost Accountancy examinations.

Sanjay Aggarwal

CFO

Sanjay recently joined Fusion as CFO. He brings over twenty years of versatile and invaluable experience in Accounts and Finance Management In the past he was associated with Intellio Systems (GM Finance), Comverse (CFO South East Asia), GE Plastics India (Regional Finance Manager) . He completed Chartered Accountancy from ICAI and Cost and Works Accountancy from Institute of Cost and Works Accountants of India

STRONG LEADERSHIP TEAM Strong Leadership Team with Extensive Experience Across Operations, Marketing, Finance and Consulting


Dilip Arora, Site Director, Montreal

Over 20 years of overall experience

Previous experience includes Convergys, Deloitte, ADP, Knoah Solutions

Nagarajan, Site Head, Manila

17 years of experience in several service delivery lead positions

Post Graduate Diploma in Business Management. PMP and Scrum fundamentals certified.

Alfredo Escalante, Site Head, El Salvador

Has 22 years of overall experience

Prior experience includes Telus International and Ubiquity Global services

EADA Spain (MBA), University of Mobile, Albana USA (BBA)

Saurabh Srivastave, Ops Director,

Jamaica

Prior experience in Convergys, Teleperformance, Taj Group of Hotels

Symbiosis University (MBA)

Eric Pittman, Site Head, Atlanta

Joined Fusion BPO through acquisition of Vital Solutions where he has been working since 2002

Rahul Singh, Site Head, Cebu

6 years of experience in contact center service and solutions vertical

Prior experience in Fidelity Investments, Drishti Soft, Lgorithm Solutions

MBA+PGPM in S&M from Mysore University

Barbara Atillo-Alovera, Ops Manager,

Cebu

10+ years of experience in the BPO industry

Her main focus includes account

management, service delivery, client

representation and people management

Anshuman Sarkar, Global Lead - QA

9+ years of experience out of which 7 years have been at Fusion BPO

Involved in QA functions of key client accounts

Rabi Dhar, Asst. Manager, Global RTA-

WFM and SOX Compliance

Over 12 years of BPO experience with 9+ years at Fusion BPO

Prior experience in TCS

Calcutta University

Asamanja Chatterjee, Finance Controller -

Global

Vast experience in managing accounting,

taxation and compliance functions of all

Fusion’s entities

Contributed significantly in Fusion’s North American acquisitions

Oindrila Banerjee, Senior Manager - HR

Has over 18 years of HR experience

Manages payroll and compensation processes for global locations

Neha Kedia Kallani, Finance Controller -

North America and M&A

Over 9 years of overall experience

Experience in finance and M&A functions

Has an MBA in International Business

STRONG MANAGEMENT TEAM Strong Layer of Management Team Running Day to Day Operations


GLOBAL LOCATIONS . . .


Draper, UT 30 seats English

Montreal, CA 135 seats

French, Spanish, English

El Salvador 900 seats

Spanish, English

Kolkata, India 800 seats

English, Hindi, other Indian lang..

Atlanta, GA 165 seats

English, Spanish

Jamaica 1000 seats

English, French, Spanish

Manila, PH 280 seats

English, Japanese, Mandarin, Tagalog, other Asian languages

Cebu, PH 950 seats

English, Spanish

Tirana, Albania 40 seats (scalable)

French, German, English, Italian, Spanish, Greek

Sales Office UK

OUR CENTERS - AT A GLANCE


Draper El Salvador Montreal Atlanta Jamaica Cebu Manila Kolkata Tirana

Seats 30 900 135 165 1,000 950 280 800 40

Services provided

Customer care, Inbound sales

Helpdesk, customer care, email, chat, tech support, outbound sales

Customer care, help desk, email, chat, tech support, appointment setting, outbound sales, process verification

Collections, quality

Customer care, email, chat, tech support, outbound sales

Inbound sales, outbound survey, technical support, email/chat support

Customer care, email, chat, outbound sales

Order processing, customer care, outbound survey and lead generation, transcriptions

Sales - OB/IB, Customer care, Technical helpdesk

Certifications PCI PCI PCI

PCI HIPPA, GLBA, ISO 27002, SOC 1 Type-2 2017

PCI PCI,

ISO 27001 PCI,

ISO 27001 PCI N/A

GLOBAL FACILITIES All Facilities are hardened for PCI Compliance with Redundant Data, Telephony and Power Backup.


DRAPER (Utah, USA)

• In operation over 20 years • English • 30 Seats • DR sales

ATLANTA (Georgia, USA)

• Operational since 2002 • English, Spanish

• 165 Seats • Debt collections, Telco

support and sales

MONTREAL (Quebec, Canada)

• French, Spanish, English • 135 Seats

• Customer care, University partnerships, Utilities, Telco, technical support, insurance

claims, fundraising, sales



MANILA (Philippines)

• Started operations in 2009 • English, Japanese, Mandarin

• 280 Seats • Lead generation, O/B DR,

Survey, O/B data verification, US directory assistance,

insurance claims

CEBU (Philippines)

• Started operations in 2004 • English, Spanish

• 950 Seats • Customer service, tech

support, virtual assistance, IB &

OB sales, 3rd party verification

KOLKATA (India)

• Operational since 2004 • English, Hindi

• 800 Seats • Global back office

administration • Telco support, survey,

transcription, customer care



KINGSTON (Jamaica)

• Started operations in 2017 • English, French, Spanish

• 1000 Seats • Telco, customer care, sales

SAN SALVADOR (El Salvador)

• Started operations in 2014 • Spanish, French, English

• 900 Seats • Customer care, Telco, DR sales, email & chat support

TIRANA (Albania)

• Start from – Sept 2018 • French, German, English,

Italian, Spanish, Greek • 40 Seats

• Sales - OB/IB, Customer care, Technical helpdesk

BACK OFFICE

CUSTOMER

SUPPORT

CUSTOMER

RETENTION

CUSTOMER

ACQUISITION

Sales Lead generation Email/chat

Email and chat support

Helpdesk solutions Platform support Application support Desktop & laptop

support Network support PC peripheral

support Smart devices

FIRST & THIRD PARTY

Fixed fee collections Contingency

collections

CUSTOMER INTERACTION SERVICES ACCOUNTS RECEIVABLE MANAGMENT

ENGLISH FRENCH SPANISH GERMAN ITALIAN JAPANESE MANDARIN

MULTI LINGUAL CAPABILITY

BACK OFFICE & OTHER SERVICES

OTHERS

Third party QA monitoring IT Services

Order fulfilment Voicemail transcription Billing/Invoicing support Order tracking Refunds/Claims processing Line number porting Accounting

OUR SERVICES Provides Services Across CRM, ARM, and Back Office Functions in Multiple Languages


PEOPLE

High corporate governance standards set by experienced mid and senior management

Management stresses on developing the team from within

Structured training programs for leadership at all levels provides a strong bench strength

Able to retain top management from acquired companies

PROCESSES

Formalised reporting and monitoring system comprising of :

Daily review process - All sites prepare daily executive reports which is shared with site managers and their deputies

Weekly review process - Daily executive reports are rolled up to weekly reports

Monthly review process - Weekly reports are rolled up to monthly MIS. Follows a very extensive Monthly Business Review (MBR)

TECHNOLOGY

Highly scalable and efficient Infrastructure which provides ~100% uptime

PCI DSS V3.2 certified infrastructure

In-house team of certified IT experts which leads to better compliance

Internally developed tools and technologies like Fusion QC portal, SOX portal help improve operational performance

STANDARDIZED PROCESSES

Metric driven organisation Well structured reporting system

TECHNOLOGICAL CAPABILITIES

Internally developed tools and technologies

PEOPLE CAPABILITIES

Corporate governance Management retention

COMPLIANCE

Dedicated security and compliance team and strict internal and external control measures ensure business compliance

Vital Solutions has invested over $2.5 Mn in compliance to become an industry leader in ARM Industry

EFFICIENT OPERATIONS People, Processes, and Technology Drive Operational Efficiency


FIN

AN

CE

TEA

M

PR

OJEC

T M

AN

AG

ERS

SITE HEADS

Monthly Business Review

Monthly MIS

CORE MANAGEMENT TEAM

EXTENSIVE BUSINESS REVIEW PROCESS

TRACKING CRITICAL BUSINESS PERFORMANCE PARAMETERS

COMPARING PERFORMANCE WITH TARGETS

TAKING CORRECTIVE ACTIONS

ANALYSING TRENDS IN MONTHLY PERFORMANCE

Discussion on specific operational and financial parameters to drill down to the root of any issue

Month on month trends help management find systemic problems

Specific targets are set to mine each account effectively and actual performance is compared with targets

MBR AGENDA AND OBJECTIVES

PARAMETERS TRACKED

Absenteeism CSAT AHT SLA Sales Rate Conversion rate

Program revenue COGS Revenue per hour Margins

Operational Financial

Daily Executive Reports

Weekly Reports Weekly Business Review

Daily Business Review

OPERATIONAL STRUCTURE Metric Drive Approach


HIRING PROCESS Recruitment Efforts


Rigorous hiring process Screen for core competencies Identify the applicant’s ability to successfully perform

SOURCES Job Board Postings Recruiting Events Tradeshows Referrals from Existing Agents Walk-Ins

APPLICATION PROCESS

Online Application Ensures that minimum requirements are met

APPLICANT SCREENING

Telephone Screening PC Navigation / Typing Skills Customized Assessment Testing

REALISTIC JOB PREVIEW

Production Floor Exposure Formal Debriefing

BEHAVIOR-BASED

INTERVIEWING Group Interviews Leadership Assessment Client Interviews

TRAINING PROCESS Continuous Education


POLICY CLIENT SOFT SKILLS RECOVERY SKILLS SALES SKILLS EXERCISES

• Internal Framework

• HR Policies • Fusion Pledge

• Scope of Services

• Expectation • Product

Knowledge • Philosophy

• Happy Customers

• Call Control • Politeness

• Escalations • Role Models • Retention • Win back

• Language • Tone • Features • Mind set

• Refreshers • Feedback • Gap Analysis

Customized training curriculum Continually updated based on quality audit trending and market changes All agents pass certification before graduating

QUALITY PROCESS Extensive Quality Assurance


QUALITY AUDITS Customer Focus – reviewing customer needs; new services; corrective action when the service lacklustre. Reduced Waste –repeated or corrective work and unnecessary processes

COACHING Coaching Sheets and Recordings.

Trends – Group QA sessions

PIPs – customized for each individual based on his or her specific area.

REPORTING Quality Reporting – Compiles agent trend, top defects, quality by individual parameters, team quality.

Broken by day, week and month.

Real Time Support Agent Monitoring, Real time Support, Efficiency in utilization through the command center expertise

Requisition Platform End to End Gatekeeper and requirement generation of roles across Delivery, Governance and Ops support.

Transformation Solutions Experience in creating,

optimizing & remodeling business environment.

Processes supported by benchmarking

exercises to drive industry best practices

‘Fit-the-customer’ Operating Model Aligning with LOB’s based on Business & Strategic objectives – Process Model/ Billing Model

Resourcing Strategy Structural efficiency to offer WFM

support to all Accounts Fusion BPO Delivery

Ecosystem

Business Value Focus Driving Manpower and Seat Utilization across LOB’s

RFP Support Unified support to RFP/RFI across LOB’s to leverage Optimization techniques and synergies in Outputs required for commercials /solutions

WFM CoE: Deep domain experience

Experience Workforce Optimization with average expertise of 7+ Years. Process consulting to help

optimized Headcount across Fusion

WFM OVERVIEW

Fusion BPO Delivery

Ecosystem

WFM CYCLE


RTA/ Reporting & Analytics Daily Intraday Performance Analysis Daily Conformance and Productivity Reports Weekly Root Cause Analysis Monthly Business Review Decks

Schedule Efficiency

Weekly / Bi Weekly Schedules COPC Scheduling efficiency Intraday Staffing Compliance Weekly staffing Reviews Agent Workstation

Forecast Accuracy

Normalization Time series Regression Averaging Principles Exponential Sothing Holiday & Special Days Marketing Campaigns In House Developed Forecasting Model Injexo / Minitab

Headcount Optimization

Requirement Calculation Erlang and Workload Shift Inflexibility Multi Skilling SLA / TAT Calculator Volume Backlog Footfalls Non Production Ratios Headcount Bulge Chat / Email Modalities

Forecasting

Capacity Planning

Scheduling

RTA / Reporting &

Analytics

AUTOMATION OF REPORTS

PERFORMANCE ANALYSIS

BILLING

MONITORING & REPORTING Provide Reports in any Frequency, Format, and Structure


To gather agent hours and their commissions from different sources and compute their worked

hours, overtime, holiday and commissions and then hand over to HR/ Accounts

for processing.

Preparing of billing reports for different clients

colleting the data from different sources and validation with Client

Services or PMs and then supply to the accounts

team for invoicing.

Producing daily agent performance and

dashboard to see the performance of the

program for each clients.

To avoid errors and increase the percentage of

the report accuracy developing automated reports using advance

function of MS Office such as VBA Macro, Access.

PAYROLL

MONITORING & REPORTING Real Time Analysis


Queue Monitoring - Monitoring real time call queue to ensure SLA, Utilization, abandonment Real time adjustment on staffing requirement.

AGENT MONITORING REPORTING SUPPORT 24/7 REAL-TIME ANALYSIS

Schedule Adherence. AUX Optimization. AHT Optimization. Skilling/Deskilling

Real time report on performance - intervals, agents wise and different KPIs.

EOD and BOD reports covering call-flow, abandonments, AHT, agent productivity, efficiency etc.

First POC for reporting any process or IT related issues, raising flag for any abnormality of the business process.

Adjustments for improving productivity.

IT INFRASTRUCTURE & SECURITY COMPLIANCE

TELEPHONY

TOOL SETS

ROBUST

SECURITY & CERTIFICATIONS

SUPPORT

Avaya Expert Agent Selection

Skills Based Routing

Fully Redundant Infrastructure

100% Call Recording Outbound Predictive Dialing

In-house Team Of Certified IT Experts Security And Compliance Team Custom Data Mining

CTI-Integrated Scripting Platform Real-Time Report Sharing Call-Recording Feedback Tool

PCI DSS v3.2 Physical Security

Your Data Is Secure Speedy Response to Technical Issues

Highly Scalable Increased Sales Conversions Better Customer Experience

99.999% Uptime

KEY HIGHLIGHTS

Two data centers located in Montreal (eStructure datacenter) and Utah (C7 datacenter)

Both datacenters are connected via PTP/IPSec tunnel

All sites are connected to both the datacenters via superior IPSec/MPLS/PTP connectivity

Standard setup across all the business locations :

Two ISPs at each business location. This provides redundancy in connectivity and seamless failover without losing session for data and voice.

Used Sonic wall UTM firewall across all location for URL filtering / gateway antivirus / IPS/ IDS

Used servers with McAfee antivirus

NETWORK ARCHITECTURE

NETWORK INFRASTRUCTURE Provides Redundancy in Terms of Connectivity to Clients and Data Centers


BUSINESS CONTINUITY & ASSURANCE Well Equipped with Infrastructure and Processes


Business Continuity Disaster Recovery Access to quick start operations from other centers Data Recovery.

Establish an immediate presence at the incident site Conduct a preliminary assessment of incident impact, known injuries, extent of damage, and disruption Find and disseminate information Provide management with the facts necessary to make informed decisions.

Mobilize and activate the support teams Prepare and implement procedures necessary to facilitate and support the recovery of time-sensitive business operations. Alert and coordinate with internal and external individuals and organizations.

Prepare procedures necessary to facilitate the relocation and migration Implement procedures necessary to mobilize operations, support and technology Manage the relocation/migration effort as well as perform employee, vendor, and customer notification before, during, and after relocation or migration.

RESPONSE PHASE RESTORATION PHASE

RESUMPTION & RECOVERY PHASE

OUR CLIENTS Customized Solutions to YOU


THANK YOU Sincerely appreciate the time you spent reviewing our corporate presentation.


+1 (866) 581-0038 | [email protected] | www.fusionbposervices.com

Corporate Presentation - Fusion BPO · the Unit Trust of India, Lodha Capital Market Limited (A...

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