2INTRODUCTIONWe 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.
3OUR AIMXingular 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.
4Vision Corporate Vision To become one of the globally respected corporation, providing quality-centricbusiness process outsourcing (BPO) services to fortune 1000 andother leading global companies. We foresee to be acknowledged as aworld leader that enables organizations to enhance business insight withinnovative solutions for high performance.Corporate MissionTo create new standards for customer support using world classsolutions, human resource and technology.Corporate ValuesWe are committed in providing high quality of service to our clients, bydelivering value for money, and by building a culture of excellence andsense of pride amongst ourselves.
5INDIA’S VALUE PROPOSITION India advantage40%-60% cost reduction foroff shored process- Differential in wages fromthe US or UK parentlocation at approx 70%-80%.- Interaction costs increase10%-20% bcoz of Indiabeing a remotelocation….thus net savingsof 40%-60%Labor cost arbitrage, thereason for cost savingslikely to exist for next 20-30yearsPRODUCTIVITYCOSTFaster turnaround time-Time zone difference- 24X7 serviceLearning curve effect,given increased activityacross companies andincreased centralizationwithin companyINDIA’S VALUE PROPOSITIONEstablished methodologies and processesbeing rapidly adopted for better performanceWell defined quantifiable metrics for quality andprocessAccess to highly qualified – skilled poolQUALITYOpportunity for leveraging capabilities from remote location
6Services Amongst India’s most diversified service providers Inbound (Customer Service, Technical Product Support, Banking and FinancialServices)Outbound (Telesales, Market Research, Collections, Appointment Fixing)Back office/ Transaction processing., Web support and SMS services & support.
7Risk mitigation & Information security Process securityComprehensive riskassessment during new serviceintroduction in ITExternal, internal and customeraudits to provide securityAssuranceInformation Security Policyguidelines & Policies forOrganizational Security,& Internet, Back officefunctions etcNetwork securitySecure dedicated channelbetween Wipro and clientOffshore centers insulated frominternet and other networksMulti-layered virus/worm/spamprotection for the ODC networkSeparate isolated VLAN basednetwork for ODC
8Employee securityAll security procedures explainedduring employee inductionAll employees sign confidentialityagreement at the time of joiningMotivating employees starts with motivating yourselfAlways work to align goals of the organization with goals of employeesKey to supporting the motivation of your employees is understanding what motivates each of them
9IT and InfrastructureWe realize that despite having excellent manpower, a world class service is onlypossible with advanced & reliable IT and infrastructure support .• State –of- the- art infrastructure which enables us providing un interruptedservices 24/7/365.•IPLC based centre with In house Aspect-Concerto Dialer.•VOIP technology with couple back up servers in US to ensure un interruptedcommunication.• 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 antivirussoftware.• Business Continuity plan & Disaster Recovery Plan
10DR and BC planning Disaster Recovery Management: unique approach •Identification of business-critical processes and components•Risk Management and Business Impact Analysis•Definition of Recovery WindowsMitigation plans•Disaster handling plan, Contingency plan, Business resumption plan•Testing and knowledge managementReview 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
11Our Service offerings Ability to provide multiple solutions for a single clientIndustry servicesInsurance claims processingMortgage processingHealth claims adjudicationCredit card processingBank reconciliationFinance & accountingservicesProcure to payPlan to resultOrder to cashCompliance servicesKnowledge servicesData analysisData miningData managementBusiness optimizationservices (BOSsTM)Voice (inbound/outbound)Telemarketing – Sellingnew/upgrade products/servicesInternal employee help-deskTechnical Support – L1/L2desktops, network, softwareCustomer service – billing, newexisting plans, value addedservices, service orderprocessing, Workforce dispatch,health claims, etcCollections – early reminders tolate stage collectionsCustomer relationshipmanagementHR servicesEmployee data managementRecruitment Solutionse-HR managed services/ Web / ChatTechnical support –desktops, portables,network, softwareCustomer serviceeSales
12ADDING VALUE TO END CUSTOMERS STRATEGIC ADVANTAGESWE CAN ASSIST YOU BY PROVIDINGADDING VALUE TO END CUSTOMERSCAPACITY FOR GROWTHBETTER PROCESS DELIVERYCOMPETITIVE COST ADVANTAGE
13MANAGING WHAT IS OUTSOURCED Delivery model: migrationapproach231Managing what is outsourced -operationsHow to migrate - transitionWHAT TO OUTSOURCEHOW TO OUTSOURCEMANAGING WHAT IS OUTSOURCEDWhat to migrate –pre-analysis / analysisPre-analysis / analysisCustomer interaction – on-site /offsite, via questionnaires /InterviewsMigration based on de-couplability,offshore ability ofprocesses, legal requirements,resource availability, customerbenefits, risk, skill setavailability, technology, etcProcess migrationDeveloping process maps, standardoperating proceduresDeveloping detailed timelines formigration – project planBase lining of SLA’sEngagement model - communicationplansEngagement approachOperations and customerpoint of contactsEngagement modelChange managementCost savings analysis
15People- Our Experts in delivering •Wide recruiting “net” that matches clientneeds-Clients customized recruitment plans:skills, locations, Demographics•Optimal use of recruitment channels- Enabling quick ram pups•Rigorous Training- Process andcommunication•Skill upgrades•Performance management-Retain andgrow high performers.•Skill set mapping- Maximize delivery and performance•Match employee aptitude and skills to functionalrequirements
16Standard 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 happenson the basis of TrainingPerformance and individual traits