Merit group general


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Merit group general

  1. 1. Organisation Overview Version 3 January 2010
  2. 2. Background <ul><li>Established in 2004, headquarters in Birmingham </li></ul><ul><li>Offshore delivery centres in Chennai, South India </li></ul><ul><li>Offer both outsourcing solutions and services </li></ul><ul><li>Cover a wide range of industry sectors - Media, Publishing, Information Management, Healthcare and Telecoms </li></ul><ul><li>250 employees handling Data and Voice Projects </li></ul><ul><li>Contact Centre Services </li></ul><ul><li>Back Office Services </li></ul><ul><li>Research Services </li></ul><ul><li>Data Processing Services </li></ul><ul><li>Direct Marketing Services </li></ul><ul><li>Distribution Audit Services </li></ul><ul><li>Directory Publishing Services </li></ul>
  3. 3. The Merit Advantage <ul><li>A unique operating model with UK operational managers managing the offshore delivery centre </li></ul><ul><ul><li>UK based account managers / CRMs </li></ul></ul><ul><li>Low risk strategy that mitigates risks perceived with outsourcing </li></ul><ul><ul><li>Significant cost savings resulting from a skilled and experienced offshore workforce </li></ul></ul><ul><ul><li>Superior quality due to the deployment of global managers </li></ul></ul><ul><ul><li>Small operating teams for better control and visibility </li></ul></ul><ul><li>Bureau teams cross trained to handle short-term dynamic projects </li></ul><ul><ul><li>Flexible resourcing based on spikes and troughs in volumes </li></ul></ul><ul><ul><li>Handle unexpected volume spikes on projects with dedicated teams </li></ul></ul><ul><li>Flexible pricing model </li></ul><ul><ul><li>Per hour, per complete or per FTE </li></ul></ul><ul><ul><li>Charges based on utilisation / usage </li></ul></ul><ul><ul><li>No management or set up fee for bureau projects </li></ul></ul><ul><ul><li>Minimum of 30% assured cost savings </li></ul></ul>
  4. 4. Products and Services <ul><li>Contact Centre Services </li></ul><ul><ul><li>Inbound: customer care, technical help desks, payments processing, credit control and general query handling services </li></ul></ul><ul><ul><li>Outbound: bespoke database creation, data verification, surveys, data research, telemarketing, welcome calls and credit control </li></ul></ul><ul><li>Data Processing Services </li></ul><ul><li>Back Office Admin Services </li></ul><ul><li>Data processing, Forms processing, Customer transaction processing, Financial transaction handling, Market research </li></ul><ul><li>Business / market intelligence, data collection for business forecasts </li></ul><ul><li>Research Services </li></ul><ul><li>Company profiling, industry specific data analysis and reports </li></ul><ul><li>Indexing services, document management, coupon processing, IVR transcription </li></ul>
  5. 5. <ul><li>Distribution Audit Services </li></ul><ul><li>Directory Publishing Services </li></ul><ul><li>Direct Marketing Services </li></ul><ul><ul><li>List cleaning (sales, marketing and events database or any other industry or region specific lists) </li></ul></ul><ul><ul><li>Data verification (voice verification and update of database) </li></ul></ul><ul><ul><li>Database building (from multiple sources, web and / or voice research) </li></ul></ul>Products and Services (Contd.) <ul><li>Verification of free distribution of newspaper / magazines in accordance with the ABC guidelines </li></ul><ul><li>Verification of distribution of leaflets in newspapers / magazines according to ABC standards </li></ul><ul><li>Reader registration services (subscription renewal and new reader registration) </li></ul><ul><li>Cleaning, verification and update of directory listings </li></ul>
  6. 6. Merit Clients Media & Publishing emap MEED Incisive Media Johnston Press Daily Mail General Trust Northcliffe Newspaper Group Newsquest Express and Star VNU United Business Media Archant Tindle Press Trinity Mirror Haymarket Future Publishing Clever TV Information Management Business Monitor International emap CAP emap Glenigan emap Dehavilland CCR Bluesheep Preview Others Hospitals Corporation of America Astute Conjungo Siemex Sky Kids Conde Nast BUPA
  7. 7. Team Merit <ul><li>Delivery Team </li></ul><ul><ul><li>University graduates with very strong English skills </li></ul></ul><ul><ul><li>Extensive experience in working for UK / US clients </li></ul></ul><ul><ul><li>Intensive multilevel screening and recruitment </li></ul></ul><ul><ul><li>Pay well above local industry rate to attract exceptional talent </li></ul></ul><ul><ul><li>Best candidates sourced from a vast talent pool </li></ul></ul><ul><li>Top Management </li></ul><ul><ul><li>UK based executives </li></ul></ul><ul><ul><li>Collective experience of over 50 years in the BPO industry </li></ul></ul><ul><ul><li>A unique combination of experienced UK and local operations managers </li></ul></ul><ul><li>Middle Management </li></ul><ul><ul><li>Professionals and domain experts with rich experience in leading teams </li></ul></ul>
  8. 8. Team Merit (Contd.) <ul><li>Technology </li></ul><ul><ul><li>Software professionals to bring fresh insights on process enhancements </li></ul></ul><ul><ul><li>Dedicated hardware team </li></ul></ul><ul><ul><li>24 X 7 technology support </li></ul></ul><ul><li>Transition </li></ul><ul><ul><li>Minimise risk to dependant stakeholders seamlessly transferring projects </li></ul></ul><ul><ul><li>Proven track record of transitioning complex projects in new domain areas </li></ul></ul><ul><ul><li>Project planners with in-depth knowledge of UK business culture </li></ul></ul><ul><li>Quality </li></ul><ul><ul><li>Dedicated teams with profound project knowledge </li></ul></ul><ul><ul><li>Well trained on process and soft skills to ensure quality and accuracy </li></ul></ul><ul><li>Training </li></ul><ul><ul><li>Exclusive operational trainers for bespoke projects </li></ul></ul><ul><ul><li>Accent and language trainers </li></ul></ul>
  9. 9. II Floor, 3 Brindley Place, Birmingham B1 2JB Tel: 0845 2260631 Fax: 0121 6988600