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Numarketing BPO presentation
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Transcript of 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
Nu Marketing confidentialwww.numarketing.co.uk3
Company Overview
Nu Marketing confidentialwww.numarketing.co.uk4
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 Marketing confidentialwww.numarketing.co.uk5
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 Marketing confidentialwww.numarketing.co.uk6
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
Nu Marketing confidentialwww.numarketing.co.uk7
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
Nu Marketing confidentialwww.numarketing.co.uk8
Quality Methodology Overview
Nu Marketing confidentialwww.numarketing.co.uk9
Quality Framework
Stabilization with Process Management
OptimizationTransition
ISO 27001
Proven Transition Methodology
Lean & Six SigmaDMAIC
(Under Implementation)
Six SigmaDMAIC
(Under Implementation)
Continuous Improvements – Technology
Syste
mD
irecti
on
Effi
cie
ncy
Fle
xib
ilit
y
Pro
cess E
xcelle
nce
Continuous Improvements – People & Process
ISO 9001:2000
Nu Marketing confidentialwww.numarketing.co.uk10
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
Nu Marketing confidentialwww.numarketing.co.uk11
Infrastructure Overview
Nu Marketing confidentialwww.numarketing.co.uk12
State of the Art: Infrastructure
Location: Building
Infrastructure
TelecomArchitecture
Security Architecture
Technical Helpdesk
Infrastructure
DataArchitecture
Administration Team
Nu Marketing confidentialwww.numarketing.co.uk13
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
Nu Marketing confidentialwww.numarketing.co.uk14
Voice Architecture
Nu Marketing confidentialwww.numarketing.co.uk15
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
Nu Marketing confidentialwww.numarketing.co.uk16
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
Nu Marketing confidentialwww.numarketing.co.uk17
Approach
Nu Marketing confidentialwww.numarketing.co.uk18
Robust & Seamless : Project Lifecycle
Nu Marketing confidentialwww.numarketing.co.uk19
3-Tier : Governance Model
Nu Marketing confidentialwww.numarketing.co.uk20
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 Marketing confidentialwww.numarketing.co.uk21
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
Nu Marketing confidentialwww.numarketing.co.uk22
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
Leading Online Seller of Wireless Services and Devices in the US
Since April 2009 Inbound Chat Support for the Accounts Activations
Leading Online Seller of Wireless Services and Devices in the US
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
Nu Marketing confidentialwww.numarketing.co.uk23
Case studies
Nu Marketing confidentialwww.numarketing.co.uk24
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
Nu Marketing confidentialwww.numarketing.co.uk25
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
Nu Marketing confidentialwww.numarketing.co.uk26
Visit us atwww.www.numarketing.co.uk
Thank You