1. YOUR EXTENDED SERVICE PARTNER..

2. INTRODUCTION
We are pleased to introduce Xingular as one of the leading company’s in the field of telecom projects and BPO services since Xingular is a part of a multi-core group backed by a collective industry experience in training and online/offline production in various fields of IT Enabled services.
Xingular, a leading IT-enabled services an BPO & KPO provider in India, has carved a niche for itself in this industry today.
Diversity is a critical requirement for the success of any company today. The real reason for doing diversified training is the need for a more interconnected work force. We believe in developing an environment that values diversity as an essential step towards a lifelong effort of positive change in the entire community. Xingular has also grown tremendously over the past few years and presently in running activities in areas related to both voice and data.

3. OUR AIM
Xingular will continue to offer and develop products and service that do the work, reduce the regulatory burden and increase efficiency. We look forward to working with you to ensure that your institution can make informed and strategically sound decisions into the 21st century and beyond.
We will work with your organization to design, implement and operate the non-core functions as per your requirement. We will ensure the right complement of people, processes and technology to maximize efficiency.
We tailor our approach to the needs of each our clients. Every project we undertake is as unique as each client we serve, but there is a unique Xingular way of working.
These distinguishing features means that Xingular can provide you with the right level of service to meet your organization's specific needs.

4. Vision Corporate Vision
To become one of the globally respected corporation, providing quality-centric
business process outsourcing (BPO) services to fortune 1000 and
other leading global companies. We foresee to be acknowledged as a
world leader that enables organizations to enhance business insight with
innovative solutions for high performance.
Corporate Mission
To create new standards for customer support using world class
solutions, human resource and technology.
Corporate Values
We are committed in providing high quality of service to our clients, by
delivering value for money, and by building a culture of excellence and
sense of pride amongst ourselves.

5. INDIA’S VALUE PROPOSITION
India advantage
40%-60% cost reduction for
off shored process
- Differential in wages from
the US or UK parent
location at approx 70%-
80%.
- Interaction costs increase
10%-20% bcoz of India
being a remote
location….thus net savings
of 40%-60%
Labor cost arbitrage, the
reason for cost savings
likely to exist for next 20-30
years
PRODUCTIVITY
COST
Faster turnaround time
-Time zone difference
- 24X7 service
Learning curve effect,
given increased activity
across companies and
increased centralization
within company
INDIA’S VALUE PROPOSITION
Established methodologies and processes
being rapidly adopted for better performance
Well defined quantifiable metrics for quality and
process
Access to highly qualified – skilled pool
QUALITY
Opportunity for leveraging capabilities from remote location

6. Services Amongst India’s most diversified service providers
Inbound (Customer Service, Technical Product Support, Banking and Financial
Services)
Outbound (Telesales, Market Research, Collections, Appointment Fixing)
Back office/ Transaction processing.
, Web support and SMS services & support.

7. Risk mitigation & Information security
Process security
Comprehensive risk
assessment during new service
introduction in IT
External, internal and customer
audits to provide security
Assurance
Information Security Policy
guidelines & Policies for
Organizational Security,
& Internet, Back office
functions etc
Network security
Secure dedicated channel
between Wipro and client
Offshore centers insulated from
internet and other networks
Multi-layered virus/worm/spam
protection for the ODC network
Separate isolated VLAN based
network for ODC

8. Employee security
All security procedures explained
during employee induction
All employees sign confidentiality
agreement at the time of joining
Motivating employees starts with motivating yourself
Always work to align goals of the organization with goals of employees
Key to supporting the motivation of your employees is understanding what motivates each of them

9. IT and Infrastructure
We realize that despite having excellent manpower, a world class service is only
possible with advanced & reliable IT and infrastructure support .
• State –of- the- art infrastructure which enables us providing un interrupted
services 24/7/365.
•IPLC based centre with In house Aspect-Concerto Dialer.
•VOIP technology with couple back up servers in US to ensure un interrupted
communication.
• Highly reliable IT and network infrastructure with multiple redundancies .
• Power back up management with un interrupted power supply.
• 24/7 in house expert technical support staff to tackle any technical issues.
• Access control management .
• Network security & Application security through firewall and antivirus
software.
• Business Continuity plan & Disaster Recovery Plan

10. DR and BC planning Disaster Recovery Management: unique approach
•Identification of business-critical processes and components
•Risk Management and Business Impact Analysis
•Definition of Recovery Windows
Mitigation plans
•Disaster handling plan, Contingency plan, Business resumption plan
•Testing and knowledge management
Review and optimization
•Key features of the Business Continuity Planning/Disaster Recovery Planning
•Emergency response teams are formed, and trained on recovery procedures
•Highly reliable network infrastructure with multiple redundancies
•Multiple facilities well-connected with high bandwidth links- Our Gurgaon
(India) facility acts as DRC.
•Robust backup practices for critical data
•Power redundancy through generator sets and high-performance UPS systems
•State-of-the-art building management and security systems

11. Our Service offerings Ability to provide multiple solutions for a
single client
Industry services
Insurance claims processing
Mortgage processing
Health claims adjudication
Credit card processing
Bank reconciliation
Finance & accounting
services
Procure to pay
Plan to result
Order to cash
Compliance services
Knowledge services
Data analysis
Data mining
Data management
Business optimization
services (BOSsTM)
Voice (inbound/outbound)
Telemarketing – Selling
new/upgrade products/services
Internal employee help-desk
Technical Support – L1/L2
desktops, network, software
Customer service – billing, new
existing plans, value added
services, service order
processing, Workforce dispatch,
health claims, etc
Collections – early reminders to
late stage collections
Customer relationship
management
HR services
Employee data management
Recruitment Solutions
e-HR managed services
/ Web / Chat
Technical support –
desktops, portables,
network, software
Customer service
eSales

12. ADDING VALUE TO END CUSTOMERS
STRATEGIC ADVANTAGES
WE CAN ASSIST YOU BY PROVIDING
ADDING VALUE TO END CUSTOMERS
CAPACITY FOR GROWTH
BETTER PROCESS DELIVERY
COMPETITIVE COST ADVANTAGE

13. MANAGING WHAT IS OUTSOURCED
Delivery model: migration
approach 2 3 1
Managing what is outsourced -
operations
How to migrate - transition
WHAT TO OUTSOURCE
HOW TO OUTSOURCE
MANAGING WHAT IS OUTSOURCED
What to migrate –
pre-analysis / analysis
Pre-analysis / analysis
Customer interaction – on-site /
offsite, via questionnaires /
Interviews
Migration based on de-couplability,
offshore ability of
processes, legal requirements,
resource availability, customer
benefits, risk, skill set
availability, technology, etc
Process migration
Developing process maps, standard
operating procedures
Developing detailed timelines for
migration – project plan
Base lining of SLA’s
Engagement model - communication
plans
Engagement approach
Operations and customer
point of contacts
Engagement model
Change management
Cost savings analysis

14. Sales Campaigns

15. People- Our Experts in delivering
•Wide recruiting “net” that matches client
needs
-Clients customized recruitment plans:
skills, locations, Demographics
•Optimal use of recruitment channels
- Enabling quick ram pups
•Rigorous Training- Process and
communication
•Skill upgrades
•Performance management-Retain and
grow high performers.
•Skill set mapping- Maximize delivery and performance
•Match employee aptitude and skills to functional
requirements

16. Standard Practices • Agent vs. Team Leader Ratio – 15:1
• Agent vs. QA Ratio – 15:1
• Trainer vs. Trainee Ratio – 10:1
(classroom)
• Trainer vs. Agent Ratio – 15:1
• Process Allocation happens
on the basis of Training
Performance and individual traits

17. ISO CERTIFICATE

18. CONTACT US Xingular BPO Services Pvt Ltd, Chennai.
Xingular Telecom Projects India Pvt Ltd,
Kerala.
Xingular Asia Pacific Ltd,
Hong Kong
Hi-Lite Arabia cont co,
Dammam, Saudi Arabia. ,
Ph : ,
Xingular Telecom Projects LLC,
UAE.
# I/132, MMDA Colony,
Arumbakkam, Chennai –