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An ISO 9001:2000 Company. Over the last 13 years (Operation started in June 2000) we have developed experience in the following cross industry offering.

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Presentation on theme: "An ISO 9001:2000 Company. Over the last 13 years (Operation started in June 2000) we have developed experience in the following cross industry offering."— Presentation transcript:

1 An ISO 9001:2000 Company

2 Over the last 13 years (Operation started in June 2000) we have developed experience in the following cross industry offering services for the Telecom, Insurance, Banking, Financial, Travel & Hospitality industries. We have become the strategic choice of serving Fortune 500 and mid market companies located across UK, USA and Australia and India too. In our pursuit of performance & improvement in client services, we have developed and implemented newer and innovative quality check measures that have powered the rapid growth and development of Vishnu Solutions.

3 Vishnu Solutions was established in June 2000. Vishnu Solutions was established in June 2000. It is located in downtown Calcutta, India. It is located in downtown Calcutta, India. The Contact Center belongs to the Bajoria Group of companies. The Contact Center belongs to the Bajoria Group of companies. The Group already manages 500+ people. The Group already manages 500+ people. Total turnover of the group is well over us$ 2,00,00,000. Total turnover of the group is well over us$ 2,00,00,000. State of art contact center equipped with state of the art technology. State of art contact center equipped with state of the art technology. We cater high end, outsourced telemarketing services globally. We cater high end, outsourced telemarketing services globally. Our services include both outbound & inbound telemarketing. Our services include both outbound & inbound telemarketing. Our mission, at the core of our strategy is totally customer centric. We assure the consistency of the excellent quality service we offer. Exceeding the expectations of clients and their customers is the goal of our every trainer. Team leaders and TSR's......it's one more way that we demonstrate the value of choosing Vishnu solutions for outsourcing and co-sourcing needs. We endeavor to provide telemarketing solutions and exceed customer expectations.

4 Hiring: We have tie up with different consultants to hire people. There are 3 round of interview takes place for selection. After 3 rd round, they need to go through client’s interview. Only on successfully completion of that a candidate gets selected for CCE. Training: We have separate training department with all the training facilities. After Induction we start with Generic training which is the intro of call center activities followed by Production Training and Floor training. Client conducts certification after the training period. Only certified candidates are given the opportunity for calling and for unsuccessful candidates re-training takes places for 3 days. Quality: Our Quality team is backed by very experienced analysts which consist of people with an experience over 15 years with a mix of new generation breed of professionals in various business domains like services, logistics, banking, manufacturing and information technology where they have carved a niche in their own respective business domains. We generally audit 2 calls per tele caller per day or as per clients requirement. Weekly quality score is published to encourage the tele caller. Information security: We use firewalls for information security and also only specific sites can be accessed by the employees due to high security. Disaster recovery: We use alternative Internet lines, also we have alternate PRI lines from 2 different vendors. All the other supporting disaster recovery tolls are used for safety purpose.

5 STATUTORY WELFARE Drinking Water: At all the working places safe hygienic drinking water is provided. Facilities for sitting: suitable seating arrangements are provided. First aid appliances: First aid appliances are provided and readily assessable so that in case of any minor accident initial medication can be provided to the needed employee. Wash Room: A sufficient number of ladies and gents washrooms are provided in the port area in the vicinity of the work place of the office premises and maintained by an outsourced agency. Pantry facilities: Cafeteria is provided so as to provide hygienic and nutritious food to the employees. Lighting: Proper and sufficient lights are provided for employees so that they can work safely during the night shifts. Changing rooms: Adequate changing rooms are to be provided for staff to change their cloth if required. Adequate lockers are also provided to the staff to keep their clothes and belongings.

6 NON STATUTORY WELFARE Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible working schedules. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs, this facility is provided to all back office employees. Employee Assistance Programs: Various assistant programs are arranged in house like counseling service so that employees or members of their immediate family can get counseling on various matters. Harassment Policy: To protect an employee from harassments of any kind, guidelines are provided for proper action and also for protecting the aggrieved employee. Maternity & Adoption Leave : Employees can avail maternity or adoption leaves. Medi-claim Insurance Scheme: This insurance scheme provides adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy. Employee Referral Scheme: The employee referral scheme is implemented to encourage employees to refer friends and relatives for employment in the organization. Transportation: The organizations provides transportation facility to all night shift and evening shift employees from home till office. Loans and Advance on Salary : We provides loan facility on three different occasions: Employees are provided with financial assistance in case of a medical emergency. Employees are also provided with financial assistance at the time of their wedding. Thirdly for any educational purpose. Employee can also avail a salary advance up to 50% of his salary before the salary due date.

7 CLIENTSCOUNTRYTYPEINDUSTRY TELECOM 1AUSOUTBOUNDTELECOM TELECOM 2AUSOUTBOUNDTELECOM DATA RESEARCHAUSOUTBOUNDTIME SHARE RESORT ACCOUNTING COMPANYAUSNON VOICEFINANCE TELECOM 3AUSINBOUNDTELECOM TELECOM 4AUSOUTBOUNDTELECOM TELECOM 5AUSINBOUNDTELECOM TELECOM 6AUSOUTBOUNDTELECOM

8 CLIENTSCOUNTRYTYPEINDUSTRY TELECOM 1UKOUTBOUNDTELECOM TELECOM 2UKINBOUNDTELECOM DATA MININGUKOUTBOUNDMANUFACTURING SURVEYUKOUTBOUNDDATA RESEARCH MORTGAGEUK INBOUND FINANCE

9 CLIENTSCOUNTRYTYPEINDUSTRY COLLECTION 1USAINBOUNDFINANCE COLLECTION 2USAOUTBOUNDFINANCE MORTGAGEUSAOUTBOUNDBANK SURVEY 1USAOUTBOUNDTRAVEL SURVEY 2USAINBOUNDHOLIDAY TELECOMUSAINBOUNDTELECOM SOUL HEALINGUSAINBOUNDCUSTOMER SERVICE

10 CLIENTSTYPEINDUSTRY TELECOM OUTBOUND Telecom FINANCIAL OUTBOUND Financial Group INSURANCE OUTBOUND Health Insurance DATA RESEARCH OUTBOUND Manufacturing FINANCIAL INVESTMENT COMPANY OUTBOUND Securities Company AUTOMOTIVE INBOUND Battery Manufacturer ACADEMY INBOUND Training & Education NEWSPAPER OUTBOUND News Agency BATTERY MANUFACTURING INBOUND Manufacturing AIRPORT INFRASTRUCTURE INBOUND Airport BANKING SOLUTION INBOUND Manufacturing

11 CLIENTSCOUNTRYTYPEINDUSTRY Ireland Govt-Citizens Information Board IRELANDDATA RESEARCHGOVT OF IRELAND Detail of the Project: The project was about to update the existing database created during 2002. Total count was 8400, we have updated total 18,000 data. The data research was done with the help of Ireland Search Engines. The total project was for 90 days and we have completed the entire project in 83 days. Client : Ireland Govt-Citizens Information Board.

12 CLIENTSCOUNTRYTYPE Accounting Company AUSTRALIAPROCESSING OF ACCOUNTS & PAYROLL Detail of the Project: The project is about to processing of Accounting & Financial Reports. We take care of the following points:  Financial Statements & Reports,  Monthly Closes, Quarterly and Year-End Reviews,  Financial Analysis,  Budgeting /Forecasting and Cash Flow)

13 AUSTRALIA Client : Telecom Company Challenge: This client was one of the leading Australian Telecom company who decided to take the outsourcing route for the first time, and chose to partner with us for their requirements. As the client wanted to increase the number of B2B & B2C customers across Australia. The client laid down certain mandates to which we justified and closed the deal for an International outbound call centre: The task force of agents plunged into tele marketing of all existing customers of the telecom company and inform them about their offers. The callers urged customers to visit the nearest retail outlets of our client which was well looped with the client’s sales /retail sales team. This generated huge number of leads thereby enabling immense market presence with sales of retail business shooting over 69% over the previous year. BILLING PROCESS: We did the processing of the bills for each customer, it was through a CRM and a billing platform provided by the client. We used to generate the bills and send them through email. They in turn then used to print the bills and post them from Australia. The total cost saving for the client was nearly 60% compared to Australia. CUSTOMER SERVICE: All customer service related issues like complaints, billing issues, activation of services were handled by us during the graveyard shift in Australia. The cost saving was nearly 80%, when compared to Australian costs. Though our client was a well-established Telecom company with a huge customer database. Time was of the essence on this project, wherein we had to reach the entire customer base. Solution: VSPL offered high standard of service delivery with maximum output of the data supplied in turn led to client extending the project for another year. Next, our analysis with the Telecom Company revealed that this was their first foray into the world of outsourcing. We took the time to provide insight to the company on the way the outsourcing model works, and how it can culminate into increasing substantial revenue growth. VSPL worked in tandem with the client to ramp up rapidly and set up the outbound call center. The client selected the call center agents and trained them online as well as in house. Agents worked on this project out of multiple delivery centers to provide redundancy on this project, where time was critical. This also acted as a business continuity plan with a sizeable share in revenue from this project. Results: A satisfied client ! The client was more than satisfied with that VSPL agents as they were able to reach out to ALL the people in their database - each and every person on the database was called and informed about the offers. Besides this, the other tangible benefits were: Quick turnaround time Significant cost savings VSPL helped build customer loyalty for the Telecom company. Other facets of this project specially appreciated by our client: Our initial information sessions with the company regarding the way the outsourcing industry works was very helpful to them in planning and forecasting their next outsourcing venture. VSPL was very flexible in incorporating changes to the sales pitch that were made at regular intervals by the client.

14 USA Inbound / Outbound Collection Process: This customer was a Collection Agency who decided to outsource their collection process for both Inbound & Outbound services since Oct 2008. The client wanted to increase their margins through collection through outbound calling and hence set a target of per day collection. VSPL implemented all their strategy of collection thereby depleting huge pending cases. Further their cases were streamlined and customers would pay at their collection centers. Taking their project forward in June 2009 we were given the service contract for their inbound call. In this project customers call in the helpline numbers set up at our location thereby focusing on resolving the query. This project has by and large given us a good standing in delivering collection targets and working on deadlines. Clients include Quest Diagnostic, Provo croft Our agents are FDCPA certified

15 GENERAL MANAGER CENTER MANAGER OPERATIONS MANAGER TEAM LEADER SUPERVISOR TELECALLER TECHNICAL HEAD TECHNICAL EXECUTIVE MIS HEAD MIS EXECUTIVE QUALITY HEAD QUALITY ANALYSTS MANAGER ADMIN & FINANCE ASST. ADMIN & FINANCE BUSINESS DEVELOPMENT TRAINER JR. TRAINER HR HEAD HR EXECUTIVES RECRUITMENT EXECUTIVES

16 COMMUNICATION RESOURCES RISKVALUE STRATEGY MONITORING COMMUNICATION An adequate communication allows within an organization to communicate the objectives and translate them to all levels of the organization. plan and order the goals and the agreed on actions and initiatives; refine the strategy by building experience and ensuring the follow-up. RESOURCES A good understanding of business requirements is essential for reaching the enterprise objectives. Business Process Management (BPM) allows you to implement your business processes according to the best practices. RISK The management of the organization defines how much risk it is willing to take (risk appetite). Once the business risks are identified, the likelihood of these risks is assessed and its potential impact is estimated. Responses are developed to treat, transfer, tolerate or terminate the risk. VALUE The value creation of the organization is achieved through the return on investment of the invested capital. The generated value should be higher than the cost of the mobilized resources to finance the investments. STRATEGY The analysis of a strategic map starts at the Learning and growth axe, where the objectives support the goals of the internal processes dimension. These objectives contribute to the realization of the Client dimension, which in turn supports the financial goals. The strategic objectives of each dimension are to be aligned with the overall strategy of the organization. MONITORING Key performance indicators (KPI's) are the essential to monitor and report on identified risks and controls. These indicators measure the achievement of the corporate strategy (performance) and the control of risk (conformance). A balanced scorecard measures performance from 4 perspectives: business contribution, customer orientation, internal process excellence and future orientation.

17 VISHNU SOLUTIONS has in place state of the art technology to meet the global challenges. Its capability and equipment consists of :-  Connectivity - IPLC -2 MBPS- Links Kolkata-U.S.A. (Co-location in Miami)  Capacity - 220+ X 3 seats, mainly outbound  Equipment Vendors - Nortel, Compaq, Plantronics, Liebert, Lucent Certified Cable, Cisco, Honeywell  Predictive Dialer -& MUX - in U.S.A (Co-location in Miami)  Nortel Passport 7480 Multi Service Switch at both ends  Nortel Meridian Voice Switch  100 MBPS Bay Network Layer 2 Switch  Compaq Multi CPU XEON Server with RAID 5 Compliance  CISCO Router  Gigabit structured cabling with Lucent certification  Complete power backup from Liebert  100 KV electricity generation capacity  Adequate spares at each location to ensure continuity  Redundancy at every stage to ensure smooth operations

18 Meridian Option 11C (II) 1 Power Supply, 1 CPU, 3 Digital Extension Card Cro ne Compaq Proliant ML530 Server 10.101.0.15 /16 Passport 6480 2 CP, 2 V35, 4 E1 Card 172.16.172.1/24 Ascom COLT-2 Line Driver 1984Kbps Cisco 2621 2 Wan, 2 Lan Wan : 172.16.172.2/24 BayStack 450-24T Switch 24 Port Switch X 8 Nortel 3901 with Headset Compaq DeskPro SB 200 Agent Workstation Running On DHCP Range (10.101.0.50 - 195/16) Lan : 10.101.0.1 /16 IPLC From VSNL & MCI

19 On behalf of our clients, we need to collect and use personal data about people including past, present and prospective Clients in order to carry out business and meet our clients' requirements effectively. We recognize that the lawful and correct treatment of personal data is very important to successful operations and to maintaining investor's confidence in ourselves and in our clients. Any personal data that we collect record or use in any way whether it is held on paper, on computer or other media will have appropriate safeguards applied to it to ensure that we comply with our contractual obligations of confidentiality. We aspire to adhere to certain generally accepted principles of data protection, to the extent these are in our control as service providers. These general principles state that personal data must be: Fairly and lawfully collected and processed. Processed for limited purposes and not in any other way which would be incompatible with those purposes. Accurate and kept up to date. Not kept for longer than is necessary. Kept secure Delete all customers data after 3 months of receipt

20 In order to meet the requirements of the principles, we will: Observe ethical practices regarding the fair collection and use of personal data. Collect and process appropriate personal data only to the extent that we are obliged to by contract or to comply with any legal requirements. Ensure the quality of personal data used. Hold the data only as long as we are required to by contract or by law. Take appropriate security measures to safeguard personal data. To maintain the policy we use different tools as follows: Internet Protection–We Use Juniper SSG-5 to control unwanted internet access and Monitor the internet usage by content filtering and setting up alarm for unwanted usage, this also protects against Trojan, Malware and Spyware attacks. Data Theft Protection-We use Espy Key logger, to track system activity. Use also use USB device activity analyzer to get the real time USB usage details. We also centralized network monitor tool to track real time data transfer. Data Backup -We use Back up utilities to backup data on regular basis on DVD, Centralized Backup Servers. Data Recovery- We use Stellar Phoenix & Recover My File to recover our Data if needed.

21 Internet and E-Mail Policy Voice mail, email, and Internet usage assigned to an employee's computer or telephone extensions are solely for the purpose of conducting Company business. Some job responsibilities at the Company require access to the Internet and the use of software in addition to the Microsoft Office suite of products. Only people appropriately authorized, for Company purposes, may use the Internet or access additional software. Software Access Procedure Software needed, in addition to the Microsoft Office suite of products, must be authorized by your supervisor and downloaded by the IT department. If you need access to software, not currently on the Company network, talk with your supervisor and consult with the IT department. Internet Usage Internet use, on Company time, is authorized to conduct Company business only. Internet use brings the possibility of breaches to the security of confidential Company information. Internet use also creates the possibility of contamination to our system via viruses or Spyware. Spyware allows unauthorized people, outside the Company, potential access to Company passwords and other confidential information. Removing such programs from the Company network requires IT staff to invest time and attention that is better devoted to progress. For this reason, and to assure the use of work time appropriately for work, we ask staff members to limit Internet use. Additionally, under no circumstances may Company computers or other electronic equipment be used to obtain, view, or reach any pornographic, or otherwise immoral, unethical, or non-business-related Internet sites. Doing so can lead to disciplinary action up to and including termination of employment. If any site is required to be accessed by the employees/management, it has to be approved by email from our Technical department and management and then only the internet can be accessed. No personal mails can be opened and no messenger services are installed in any machines. Our HR department access www.naukri.com website for some official purpose, but HR department has different IP address to access the website. Email Usage at Company Email is also to be used for Company business only. Company confidential information must not be shared outside of the Company, without authorization, at any time. You are also not to conduct personal business using the Company computer or email. Please keep this in mind, also, as you consider forwarding non-business emails to associates, family or friends. Non-business related emails waste company time and attention. Viewing pornography, or sending pornographic jokes or stories via email, is considered sexual harassment and will be addressed according to our sexual harassment policy.

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23 VISHNU SOLUTIONS PVT LTD 14-B, Camac Street Calcutta – 700 017 West Bengal-India Ph: +91-33-2281-5481/82 Fax: +91-33-2281-3748 contact@vishnusolutions.com www.vishnusolutions.com


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