www.teamhgs.com

HGS TELECOM CRM’S OLDEST NEW NAME

About HGS G

H S, a part of the multi-billion dollar conglomerate - Hinduja Group, excels in providing outsourcing solutions that include Back Office Processing, Contact Center, Data analytics and HR solutions that are trusted by many of the world’s most recognized brands in North America, Europe, Asia, and Africa.

HGS provides an unmatched depth of outsourcing expertise

• Trusted by many of the world’s most recognizable brands• Revenues - $323 Million • 500 clients, 24000 + employees, 11 countries, 55 centers• Onshore, near shore and offshore solutions• Third party standards, includes Six Sigma, ISO, HIPAA, CPI, PCI, eSCM- SP 4• 38 years of experience• Award winning operations• Listed Company - S&P Crisil Rating AA-

Ba

HGS Telecom Practicecked by domain expertise and extensive engagement experience, HGS is a trusted transformation

partner of global Telecommunication Service Providers. With our constant focus on growth, customer focused solutions, innovation, and time-to-market approach, HGS is the 'experience provider' to the customers of its clientele. We cover the entire spectrum of CRM activities required to engage with prospects and turn them into your loyal customers. We use our leading-edge facilities and technology, as well as extensive business expertise to provide customized customer support for your business. We respond to your needs quickly and on demand-with cost-effective, multi-shore solutions, tailored to your business objectives.

• Escalation & Retention Desk

• Dispute Handling

• Request Resolution & Close Looping

•

• Collections

5Service configuration and

activation

• Mobile content provisioning

• Service setup support

• Service upgrade, change or cease provisioning

•

2

Customer & Technical Support

• Complaints / Trouble Ticket Mgt

• Billing Queries

• Retail Desk Support• Barring / Unbarring• E-mail Customer Support

• Service Upgrades

3

• Value Added Services

• New Subscriber Acquisition - Telesales

• Rate / Bill Plan Change4

• Customer Application Form - Data Entry

• Regulatory Verification and Compliance Validator1

EngagementRetentionManagement

Cross Sell/ Up Sell

CustomerCare

CustomerAcquisition Activation/

Orderprocessing

A Summary Of Our Experience: B2B and B2C voice, non-voice, broadband and voice

service via phone, email and chat. Over 8,300 seats for telecommunications customer support services including inbound calls and email support offerings. Nearly 500 seats dedicated to telecommunication technical support services. Over 2,600 seats providing BPO services supporting multiple language requirements.

Telecom CRM practicecontributes 29% toHGS Globa l Business.

At a Glance + BPO professionals providing Telecom solutions

• • 12000

Industry Footprint: Telecommunication Service Providers - Fixed Line Operators, Mobile Operators, ISPs, Cable Operators, Satellite Operators and Broadcasters

• Managing over 250 million calls and 50 million data transactions per annum

• Serving Telecom clients across the US, Europe, Canada, the Philippines and India

• Multilingual and multi-country expertise

• End-to-end offerings, from Revenue Generation to Revenue Assurance

Why Choose HGS?• End-to-end expertise and decades of experience in executing complex telecom engagements

• Willingness and keenness to consult the clients on how to reduce costs and add value in their business

• Platforms which can be scaled up or down in quick time to accommodate the ever evolving needs of this dynamic industry

• Trusted by client partnerships that go beyond KPI - HGS takes ownership of Client’s customers and

not just the operational KP I’s

• The speed of execution; in the past we have been able to start services within 45 days from the date

•

of the letter of intent

Scalable Infrastructure: Experience in Managing Infrastructure in 11 countries – DR sites, Perfect Planning & Rapid Implementation

• With our global reach, we are in a position to strike the right balance of onshore, offshore and near-shore locations to cater to your outsourcing needs

• Innovative HR policies – ensuring that HGS recruits and retains the best of talent

• Highly satisfied workforce – rated among the top BPO companies for “Employee Satisfaction” by Dataquest and IDC

Some Prominent Clients• Major North American Based

Telecommunications Client

(Partner since 1992)

• Large North American Based

Telecommunications Client

(Partner since 2003)

• La rge North American Based

Telecommunications Client

(Partner since 2007)

• Major Canadian

Telecommunications Client

(Partner since 2001)

• Large Indian Based

Telecommunications Client

(Partner since 2005)

• Major U.K. Based

Telecommunications Client

(Partner since 2004)

Our mission is to make you more competitive. We do it by reducing your cost of operations and helping you grow through our transformative services.

HGS Telecom Offerings (country-wise split):

• Inbound customer care • Technical support • Back-office processing • Outbound high-value care • Assist support • Retail dealer support• Escalation support • Cross-sell/upsell• Customer life cycle support• Billing• Activations • Retention

• Inbound & Outbound Voice - Non Voice

• Inbound retention• House mover inquiries Setup

• Billing Support

• Inbound Postpaid customer care• Postpaid Email• Inbound Postpaid customer care• Tier II Tech

• Non Voice email & backend Support

• Upsell packages to broadband/ phone/line rental

• Technical Support Installation Support Customer Service Queue Management

• Mobile Internet• Service Technical Help desk Chat• Outbound

end-to-end Lead Generation

• Outbound upgrades to sell TV Mix, broadband, and high-def TV boxes

• Lifeline Qualifications

• Retail Help Desk• Complaint Management• Nodal / appellate Lobby

• Inbound customer service & tech support for IPTV product

India US UK Canada

Change Enablers Process Metric Process Impact Business Impact

IncreasedRevenue

ProcessHarmonization

andStandardization

RobustQuality

ManagementFramework

Repository of rootcause analysisfor adjustmentsand resolutions

RobustGovernance

Model - UpdatedSOP’s and

Training Material

PeopleManagement -Proactive hiringand back-filling

Analyticsand MIS

Reporting

Business ImpactOur systems and processes are eSCM Level 4 compliant, making us one of the very few global companies to achieve this feat. Every process is verifiable, measurable and repeatable. With the end goal of increasing the revenue of our clients, we track and report every metric, along with recommendations to make continuous improvements. We have a demonstrable history of adding value to all our partnerships, going much beyond the requirements of the KPI”s.

Improved SLAAdherence

ReducedAgedItems

ImprovedError Rates

ImprovedPer Agent

Productivity

ImprovedWorkingCapital

EnhancedCustomer

Satisfaction

EnhancedCustomer

Satisfaction / Relationship

Reaching Out To The WorldAt HGS, we deliver measurable results and customized solutions to our client partners through a network of 55 global delivery centers in 11 countries. Throughout our 38-year history, we have developed a partnership approach for delivering actionable recommendations that give our clients a competitive edge.

• PEORIA• WATERLOO• EL PASO• St. LOUIS• WARRENVILLE• GREENFIELD

UNITED STATES

• BANGALORE• MUMBAI• CHENNAI• NAGERCOIL• NEW DELHI

• HYDERABAD• DURGAPUR• MYSORE• GUNTUR• SILIGURI

INDIA

• MANILA• ILOILO

PHILIPPINES

• LONDON• MONTREAL• SELKIRK

UK

• DARTMOUTH• CHARLOTTE TOWN• MONTAGUE• KENTVILLE

• BELLEVILLE• LIVERPOOL• TIMMINS• PEMBROKE• NORTH BAY• THUNDER BAY

CANADA

• ROME

ITALY

• ROSE HILL

MAURITIUS

• HAMBURG

GERMANY

• PARIS

FRANCE

• ROTTERDAM

NETHERLANDS

• KINGSTON

JAMAICA

• 500 clients, 23000 employees, 11 countries, 55 centers • Revenues - $323 Million • Trusted by many of the

world’s most recognized brands • On shore, near shore and offshore solutions, listed company

Unmatched Strengths

HGS House, No.614, Vajpayee Nagar, Bommanahalli, Hosur Road, Bangalore - 560 068, India.T: +91 08 2573 2620

Marketing@teamhgs.com | www.teamhgs.com