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BPO Services.

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Presentation on theme: "BPO Services."— Presentation transcript:

1 BPO Services

2 Index Company Overview Business Portfolio BPO Infrastructure
Services Provided Risk Mitigation Differentiators Talent Acquisition & Retention Our Clients Management Team

3 Company Overview 11 year old New York based company
60 Million USD annual Revenue Business focus on BPO 2nd Largest privately held consultancy firm in New York 24/7 state of art call center in India World wide offices with 1500 Employees Business model can reduce cost up to 40% Our Client base covers wide range of industries

4 Business Portfolio Consultancy
Have placed more than 750 consultants in diverse industries. Software Testing State of art testing facility in Chennai employs 150+ engineers and software professionals. Our clients include cutting edge Business Intelligence companies and Data Integration solution providers. BPO We provide range of services from Tele-sales, Customer Service, Loyalty / Customer Retention and Remote Technical Support.

5 BPO Infrastructure Amtex operates a scalable and robust technology infrastructure consisting of proprietary and customer developed applications and a completely converged secure global network. All critical components have redundancy and are designed to seamlessly allow redirecting traffic from one location to another. Amtex can integrate its systems with their client applications to align with client business process. 500 seats capacity call center in Chennai In-built resilience to ensure 100% uptime 4 Mbps MPLS Bandwidth between Chennai and New York 6 Mbps Internet Bandwidth 16 x E1 = 480 International Voice Circuits VPN Connectivity to clients for secured communication Outbound capacity Predictive Dialer, Siemens EPABX and ACD, HP Enterprise Class servers and Database for B2C and B2B campaigns Inbound capacity Toll Free and Geography specific Toll Numbers, Siemens ACD, 24 x 7 support

6 Our Offerings Industry Verticals Telecom Internet Services
Banking & Financial Retail Health care Horizontal offerings Market Research / Market Surveys Technical Support services Customer Relationship Management Customer Infrastructure Support

7 Industry Verticals Our services offered cut across multiple industry verticals providing operational excellence, in-depth domain and functional knowledge. Customer Retention Initiatives  Lender Support Services Inventory Management Customer Retention Initiatives Customer Help Desk Asset Financing Order Management Medical Coding Accounts Receivable Management Reconciliation Payment Processing (NSF / BACS) Customer Relationship Management Accounts Receivables Credit Card Sales Lead Generation for B2B campaigns Track and Trace Support B2B Lead Generation campaigns Virtual Front Office Mortgage Processing Telemarketing B2C campaigns Online catalog sales support Sales & Marketing Healthcare Banking and Financial Internet Services Retail Telecom

8 Customer Relationship Management Technical Support Services
Horizontal Offerings Amtex operation team’s strength lies in domain knowledge and quality driven processes. The services can be tailor made to suit client requirements. Our expertise listed below Remote Infrastructure Management Remote Software Services Customer Retention Services Accounts Receivable Remote Network Management Customer Generation Services Accounts Payable Remote Desktop Support Customer Relationship Management Finance & Accounting Technical Support Services

9 Customer Life Cycle Management Services
Help our clients increase revenue, expand margins, increase customer satisfaction, reduce churn and help overall competitive differentiation The following summarizes our Customer Life Cycle Management services Customer Care Presales, Shipping/Delivery queries, Warranty Entitlement Account Management Customer Acquisition and Retention, Sales Lead Management. Technical Support Level 1,2 and 3 support

10 Customer Service Credentials
Experience in customer retention / Customer Query handling in Telecom / ISP / Health care / Retail Call answer within 3 rings, First call resolution, Fault dictionary for speedy resolution. Partner Mentality % engagement top to bottom rapid response to ever changing customer needs. Scalable in terms of infrastructure, manpower and processes. Solutions aligned with customer needs to achieve improved Customer Satisfaction.

11 Service Provided 100 seats x 16 hours - Tele sales campaign for one of the leading Internet Service Provider in USA 80 seats x 16 hours - Tele sales campaign for a US mobile company 60 seats x 8 hours - Market Research for Fast Food Restaurant chains in USA 65 seats x 16 hours - Selling VOIP products in Telecom domain 100 seats x 16 hours - Selling Satellite TV services 30 seats x 8 hours - Technical Help Desk for one of the leading software company in US 40 seats x 10 hours - Remote management Auto Spare parts supply chain 30 seats x 16 hours - Inbound Customer sales verification for telecom products 30 seats x 8 hours - B2B Appointment fixing for high value software products

12 Quality Consistent and committed delivery of value to our customers and innovate to continually improve our offerings by review of people, and processes. Well documented policies and processes – ISO 9001:2000 Innovation and continual improvement – integral part of our QMS framework Six Sigma methodology for continual improvement of processes and performance.

13 Risk Mitigation Key components of Risk are in Process Mitigation
Proven migration and management methodology Experienced process migration teams Phased migration capability Disaster Recovery and Business Continuity Our delivery infrastructure provides multiple levels of Disaster Recovery, available all processes as a chargeable service. Technology Reliability State of Art technology implementation from CISCO (WAN, Routers), Siemens (Switch), ININ (Predictive Dialer), HP (Servers) Trend Micro Anti virus, daily backup and offsite storage, IPSEC/PPTP/L2TP based VPN capabilities etc. Information Security Amtex practices various methods to achieve data security needs of customers and for its internal need of securing information assets.

14 Differentiators - AMTEX USP
Present in US as well as in India - Helps in close coordination with client as well as reduce the operating cost Amtex is ISO company - certified by TUV SUD Quick Scalability - Our infrastructure as well as manpower resource can be augmented to scale up at short notice Inbuilt Disaster Recovery options in every respect like 3 different vendors for Voice connectivity 2 different vendors for Internet connectivity Multiple UPS in “n+1” redundancy mode backed up by 250 KVA Diesel Generator Stringent Data Security Management Our information security policy covers the Operations, IT, MIS, Admin, Finance and Quality Departments. Employee responsive HR practices

15 Differentiators - AMTEX USP
Difference Clients expect delivery, clients demand delivery and delivery is what it boils down to at the end of it all. Delivering results is our primary focus at Amtex Systems, Inc. Our quest is to develop partnerships with each of our clients, identify opportunities, manage obstacles, define and exceed goals and target to achieve success. Know Customer Service yr Unblemished Customer Retention/ Proven Delivery Model Solutions Aligned with Customer Needs - Improved Guest Experience Partner Mentality Total Engagement Top to Bottom - Rapid response to ever-changing needs  Multi-Channel Solution - Supportive Innovations in response to customers Managed Efficiencies - Proven cost effectiveness while improving customer satisfaction Scalability - Resource and Manpower

16 Benefits to Clients Cost Savings – Average cost of a qualified technology call center professional costs at least $ 5000 per month and non technology professional cost $ Whereas Amtex can source qualified professional at fraction of this cost in Chennai and pass on this benefit to the client. Our client can focus on their core business, devising strategies and its implementation which will help to improve the profitability as well as the overall revenue performance Abundant supply of qualified manpower enables our client to scale up the call center at short notice.

17 Talent Acquisition & Retention
People are the most critical component of Amtex’s quality delivery mechanism. It hires best-of-breed talent, train them assiduously and provide them with a winning and growth-oriented work culture that emphasizes on continuous learning, achievement, best practices and attractive reward schemes. Amtex encourages intra / entrepreneurial managerial talent and the ownership of responsibility  All CSR are college graduates and have suitable skills  All team members are selected strictly based on established criteria considering customer's requirements Amtex looks for folks with the kind of skill, interests and background that would be an asset for your kind of business Candidates are screened and tested for English language skills, both written and spoken, as well as pressure taking capabilities.

18 Our Clients

19 Our Management Team Sunny Pokala – CEO
Has over 15 years of experience in Financial Services, Telecom, IT and ITES domain. Has worked in blue chip companies like JP Morgan and AIG. Currently heads the BPO division at Amtex Systems. K.Sankaralingam - COO He has more than 26 years experience in Telecom, IT, and ITES domains and a profound experience in managing independent profit centers. Graduate Engineer from Madurai University and Postgraduate in management from IIM, Calcutta. Mythili – Chief Financial Officer Heads Finance, Accounting and Internal Audit. She has more than 20 years experience of post qualification experience.

20 Thanks You

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