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Aegis Insight Newsletter Vol. 7 - Quality by Design: Moving beyond processes to superior experiences
Aegis Insight Newsletter Vol. 7 - Quality by Design: Moving beyond processes to superior experiences
Aegis Insight Newsletter Vol. 7 - Quality by Design: Moving beyond processes to superior experiences
Aegis Insight Newsletter Vol. 7 - Quality by Design: Moving beyond processes to superior experiences
Aegis Insight Newsletter Vol. 7 - Quality by Design: Moving beyond processes to superior experiences
Aegis Insight Newsletter Vol. 7 - Quality by Design: Moving beyond processes to superior experiences
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Aegis Insight Newsletter Vol. 7 - Quality by Design: Moving beyond processes to superior experiences

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Aegis Insight Newsletter Vol. 7 - Quality by Design: Moving beyond processes to superior experiences

Aegis Insight Newsletter Vol. 7 - Quality by Design: Moving beyond processes to superior experiences

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  • 1. Case StudyWyndham Worldwide Aegis Solution INSIGHT Aegis carefully studied the existing Quality process to identify areas for process improvement. It implemented Results Understanding the uniqueness of the client requirements, Aegis set about designing a Quality process to best suit Global Footprint INSIGHT INSIGHT Vol. 7, Qtr. I - 2012 QPO (Quality Process Outsourcing), an its objectives. Identifying the systemic approach pioneered by Contact Operation issues allowed Aegis to design a QualityThe Client Performance Center (COPC) to Quality evaluation process to determine salesWyndham Worldwide is one of the and focused on sales improvement. The behavior that delivers better sales results.world’s largest hospitality companies following initiatives were implemented: Aegis was thus able to significantly reduce UK:across six continents with approximately defects in the “no sales attempt” attribute > Manchester Process-level Evaluations100,000 properties worldwide. It also from 2% to 0.4% in January 2012 and US: > Irving, TX (2)offers individual consumers and business • Ensured unbiased call sampling agent-related sales error from 9% to 6% > Killeen, TX > Port St. Lucie, FLcustomers a broad array of hospitality • Utilized business intelligence in January 2012. GRNPC also improved > Fairmont, WV Philippines:products and services as well as various - achieved 100% of target in January > Joplin, MO > Baguio > Sierra Vista, AZaccommodation alternatives and price --Identified non-agent controlled 2011 and increased to 105% of target in > New York, NY UAE: > Dubai > Cebu (2) Costa Rica: > Manila (3)ranges through a premier portfolio of opportunities on issue resolution and January 2012. > Los Angeles, CA > San Jose Saudi Arabia:world-renowned brands that includes sales conversion > Riyadh > Jeddah Sri Lanka: Aegis approach of designing quality > Colombomore than 160 Vacation Ownership --Determined causes of dropped and/ India: process to suit client’s unique > NoidaResorts. It was ranked amongst World’s or disconnected calls through event > Gurgaon requirements ensured customer delight, > Lucknow (2)Greenest Companies by Newsweek tracking and analysis with assistance > Hyderabad as they were able to appreciate better > Bangalore (3)(2011) and Fortune’s World’s Most from Aegis’ IT-Telecommunications South Africa: quality and sales results. As proof of the Argentina: > Johannesburg (2) > HaziraAdmired Companies 2012 (#1 Hotels, team > Ahmedabad client’s trust, it awarded new business to > Tucuman > Cordoba > Pune Australia: > Melbourne (3) New Zealand:Casinos, Resorts). > Mumbai (2) • Identified and addressed sales Aegis. Recently, Aegis piloted a group of > Bahia Blanca > Kolkata (2) > Sydney > Auckland > Mar del Plata > JamshedpurCustomer Challenges opportunity 22 English agents for Wyndham Hotels Global Headquarters > Buenos Aires City (2) > Bhopal & Resorts, the upscale full-servicing > SrinagarAegis handles sales reservations for --Ensured everyone, from the agent level brand for the Wyndham Hotel Group.11 brands under the Wyndham Hotel to the management level, is calibrated Aegis is slated to add foreign languageGroup. It provides bi-lingual customer on required sales behavior that delivers contact center support in Italian, German,support, in English and Spanish, from the best sales results Awards Cantonese, and Mandarin, and chatits contact center in the Philippines. The --Conducted sales refresher training support from March 2012.engagement started in 2004 with 30agents, with a 7-hour service window. In Agent-level evaluations --Aegis positioned among leading companies in the Gartner Magic Quadrant CM Contact Center Worldwide 2011.2005, the engagement started with Aegis • Helped drive compliance to meet and --International Association of Outsourcing Professionals (IAOP) honored Aegis in Leaders category in the 2012 Globalservicing the Spanish line of business, exceed metrics on the agent-level by Outsourcing 100® list.which then led to addition of English having Team Leads conduct their team’sline of business, to help ensure 24x7 --Aegis recognized by Frost & Sullivan Asia Pacific as Contact Center Outsourcing services provider 2011. quality evaluationsoperations. The program is seasonal – --Aegis received 2011 MVP Quality Award from TMC’s Customer Interaction Solutions® magazine.with a maximum of 120 agents during • Conducted training and calibration of --Aon Hewitt Best Employer Award 2011 in India and Australia. QUALITY BY DESIGN: Team Leadsoff-peak and can grow to as many as200 agents during peak periods. --Aegis honored with NCPEDP-Shell Helen Keller Award 2011 - for promotion of employment and accessibility for differently abled people. Moving beyond processes to • Aligned coaching process with agentQuality is an important metric for a sales scorecard superior experiencesprogram such as Wyndham’s. However,the current approach to quality was notdelivering the desired sales results – therewas no direct correlation between the “Our Aegis team has spent countless hours refining the call monitoring process and reviewing the call quality of our agents. The team is linking About Aegissales quality attributes being measured agent behavior to our key revenue drivers. The detailed analysis that Aegis Founded almost 30 years ago in the US, Aegis is a global business services and experience management companyand monitored by the team versus the has been doing has enabled us to focus on the factors that are critical to In this issue: committed to impacting clients’ business outcomes by focusing on end user brand experience across all touch pointssales metric, Gross Room Night Per the success of the call and the sales process.” - Aegis Speak with Peter Bloom, President – Global Quality and Customer Experience Copyright 2012, Aegis Limited. All rights reservedCall (GRNPC). While there was no major and channels. With a presence in 12 countries, 50 locations, and with more than 55,000 employees, Aegis manages Kristin Hendersonimpact on GRNPC as Aegis was able to Regional Director, Learning, Development, & International Operations for over a billion customer interactions every year for over 300 clients across verticals such as BFSI, Telecom, Healthcare, - Think Tank – Expert interview with Francis Frei and Anne Morrisscomfortably hit sales targets, there was an Travel and Hospitality, Consumer Goods, Retail, and Technology. Aegis manages, enables, extends, and enhances Wyndham Hotel Group - Case Study - Wyndham Worldwide Quality Process Designopportunity to deliver better sales results business experiences for its clients and their customers across consulting, technology, outsourcing, and training andfor the client. education. and more... Contact us: info@aegisglobal.com, www.aegisglobal.com 05 06
  • 2. INSIGHT INSIGHT INSIGHT Buzz Factor month period. It achieved revenue of USD 139 Million as against USD 79.2 for the Did you know about Aegis? Think Tank Due to the very nature of services it is hard to define and measure Free up the resources you need to excel by underperforming, but do it rationally, same nine month period last year. • Aegis has managed over USD 6 billion of ‘quality’ when compared to products underperform in ways your customers AEGIS BUZZ spend in 250 categories under its Spend Insight about Quality by or tangibles. How do you define and don’t mind. For example, if your clients Management Services measure Quality especially in the want faster response time, but don’t care Gartner positions Aegis in 2011 Magic INDUSTRY BUZZ Design: Moving beyond context of Contact Centers? as much about cutting-edge technology, • AGC Networks, a subsidiary of Aegis has Quadrant for Customer Management Indian IT-BPO Sector Revenue Estimated processes to superior table that R&D initiative and add slack to Contact Center BPO Worldwide over 60 key Alliance partnerships with In our work, we use a very specific to Cross USD 100 Billion Mark leading Original Equipment Manufacturers experiences definition of service quality: being great your service teams. It turns out customers Leading Industry Analyst firm Gartner are more than happy to make these kinds NASSCOM (National Association of (OEM) in the Technology / Telecom and at the things your customers value most. has positioned Aegis in the ‘2011 Magic of tradeoffs if they get what they really Software and Services Companies) System Integration space. This requires a deep understanding of Quadrant for Customer Management want in return. recently released the key findings of the customer priorities – both which service Contact Center BPO, Worldwide’. The Indian IT-BPO sector performance for attributes they value, and the order in It has been said that a culture of quality report evaluates service providers on their FY2011-12 according to which the year which they value them. That type of feeds the adoption of quality. What customer management contact center being increasingly seen as a viable solution 2011-12 characterizes a landmark year as focused learning is part of the process we can outsourcing service providers do BPO capabilities in the Americas, EMEA in terms of cutting costs and incurring aggregate revenue for the Indian IT-BPO recommend. to ensure the percolation of a culture and Asia Pacific and depicts the service other ground breaking benefits. Along sector is estimated to cross USD 101 of quality in the organization versus provider landscape using a bi-dimensional In your book ‘Uncommon Service: with voice based services other platforms Aegis Speak billion. India retains its number one position a climate (immediate influences) of matrix, evaluating their ability to execute How to Win by Putting Customers at as the world’s leading sourcing location for such as chat, social networking sites, and quality? and completeness of vision. According to Professor Frances Frei is the UPS Foundation the Core of Your Business’, you talk IT-BPO services, despite the rise of several micro blogs where customer concerns can Gartner, Aegis has reinforced its position in Professor of Service Management at Harvard about managing your customers as We recommend focusing on three things Dear Client, Continuing our focus on Quality, we have alternative sourcing locations, with a share also be addressed in a timely manner will Business School. She is a leading authority on the Magic Quadrant due to its aggressive one of the ‘four service truths’. Could when it comes to culture: clarity, signaling of over 58 percent in 2011. Mr. Som Mittal, assume prominence in 2012. designing, leading and scaling exceptional service embarked on a unique global quality growth strategy focused on capability, you elaborate on this, especially in and consistency. Clarity is about knowing I am pleased to present the seventh edition of firms and her ideas have shaped the strategies program named 1Aegis. The goal of 1Aegis capacity and geographical presence President NASSCOM said “Verticalisation, Source: www.microsourcing.com and operations of the world’s most competitive the context of quality in outsourcing exactly what kind of culture you need to our newsletter Insight. is to ensure a consistent and high quality complemented by its focus on customer operational excellence and an expanding companies. service providers? succeed; signaling is about relentlessly Ovum: Public-private initiatives This edition of Insight is focused on the of service whether the engagement is experience management. global delivery model were internal She received her Ph.D. in Operations and communicating that clarity, particularly worldwide will stimulate BPO growth Customers can help you or hurt you theme ‘Quality by Design: Moving beyond conducted in Sierra Vista, Cebu, or Sri Lanka. priorities for the industry in this year.” Information Management from the Wharton School in moments where your employees are Aegis PeopleSupport now to be known Leading Industry Analyst firm Ovum at the University of Pennsylvania and holds an operationally. Your customers can make Processes to Superior Experiences’ – The IT-BPO sector continues to be one most receptive (during initial training, Aegis recently received the silver MVP Quality as Aegis M.E. in Industrial Engineering from Pennsylvania the service you provide either faster or of the largest employers in India directly has stated that global BPO industry for example), and consistency is about the vital role of quality in creating the best Award 2011, given to the leading contact State University, and a B.A. in Mathematics slower; they can make it either more Aegis PeopleSupport, one of the leading employing ~2.8 million professionals, with expected to grow at an annual rate from the University of Pennsylvania. Professor rooting out the “cultural breaks” in your customer experience. center industry standouts, from TMC‘s expensive or less expensive to deliver etc. outsourcing services companies in the over 230,000 jobs being added in FY2012. of 5.4 percent to USD 93.4 Billion in Frei has received the HBS Student Association policies and organizational behavior. You ‘Quality’ is an organizational imperative Customer Interaction Solutions magazine. 2015. The competition between the Faculty Award for teaching excellence on multiple Simple example: a customer who takes Philippines, announced the adoption of the Source: NASSCOM occasions, as well as teaching awards from the can’t declare that you’re all about service, at Aegis, and our approach to Quality is Customer Interaction Solutions is the new and emerging destinations shall his time ordering at a fast food restaurant corporate identity of its parent organization Wharton School of Business and the University of and then time your employees on how premier publication in the call center, CRM NASSCOM Quality, Cloud and Social fuel the future growth and evolution of Rochester. She serves on the Board of Directors makes the food less fast for everyone strikingly different from other quality programs Aegis. The new identity is designed to quickly they can get off the phone with and teleservices industries. Aegis received Media: Among the top Outsourcing the industry. At the low and mid-point of Advance Auto Parts and serves on the Board of around him, undermining the restaurant’s available in the global customer support reflect a global customer experience-centric Advisors of several private companies. customers. trends for 2012 of the value chain Philippines, Africa service strategy. Our message is simply industry. We are focused on driving results for the silver award for sophistication of quality company, built on a continuing history of and Latin America are rolling out the that you need an explicit plan for getting What is your advice to companies in your business. measures introduced to the contact center. innovative ideas and service offerings to A study from Horses for Sources, a welcome mats for outsourced business your customers to behave. They can be the BPO industry trying to leverage suit the needs of businesses. The adoption leading advisory analyst firm, has stated Our quality program uses the pioneer In continuation of this theme, we have processes as providers have developed great assets for/of your business -- for quality in ensuring customer delight? of the Aegis brand in the Philippines is that 25% of organizations will remedy approach developed by Customer Operations Professor Frances Frei, Harvard Business global delivery networks to address example, by serving themselves or helping aligned with Aegis’ corporate strategy of the looming recession with outsourcing Great service is a winning strategy, Performance Center (COPC), which focuses School’s resident expert on service excellence requirements centered on language skills, you to design a better offering -- or hugely ‘One World, One Aegis,’ and will provide in light of its proven worth to the services particularly over time, but the model and Anne Morriss, author and MD, Concire time zone proximity, and cultural sensitivity. disruptive. on systemic issues and avoidance of common consistent standards of excellence in industry. Outsourcing will still be seen must take into account what we call the pitfalls. This approach delivers superior Leadership Institute sharing their views in the managing, enabling, extending, and as a valuable tool as businesses brace Brazil, Mexico and Argentina have You also talk of ‘tradeoffs’ – if cost “four service truths:” you can’t be great results by linking the process to key customer section ‘Think Tank’. enhancing customer experience. for the recurrence of another economic also been showing signs of becoming savings are the primary driver for at everything; someone has to pay for depression and business executives will serious contenders as key outsourcing outsourcing, then the focus on quality excellence; it’s not your employees’ fault satisfaction and business drivers. We bring you the latest happenings in the AGC Networks reports strong financials find ways to cut operational costs without destinations in recent years. will invariably suffer. Should quality and (when service goes bad), and you must The ‘Case in Point’ section illustrates Aegis’ industry and Aegis in the Buzz section. As – announces results for the quarter Anne Morriss is the Co-Founder and Chief sacrificing the quality of work. Cloud is Source: The Sauce cost savings be seen as tradeoffs? On manage and train your customers. Start expertise in successfully designing a Quality always, we look forward for your suggestions ended 31 December 2011 Knowledge Officer of Concire Leadership Institute which she launched to help organizations compete the contrary, does enhanced focus on there, and then support the model with a process to drive better sales results for one and invite you to write in your feedback. AGC Networks Limited, a leading on service excellence. She has worked with quality lead to increased cost savings? strong service culture. of the world’s largest hospitality companies. companies and governments throughout the U.S., Solutions Integrator in Unified Latin America and Africa on strategy, leadership We see great examples every day where We now offer the Aegis Quality approach in Communication, Network Infrastructure, and institutional change. Her clients have ranged Regards, cost and quality don’t trade off on each our client engagements. No other outsourcing Information Security and Business from Fortune 50 companies repositioning in global markets to public sector leaders working to other. That’s the central question we company offers such a comprehensive, Peter Bloom Application and Consulting, and a transform national economies. ask: how do you improve service quality proven, and success-driven program. President – Global Quality and Customer subsidiary of Aegis Limited has reported in a world of limited resources, which is stellar numbers in its results for quarter Prior to founding Concire, Anne worked with the Experience OTF Group to expand its entrepreneurship practice the world most of us live in? There are a ended 31 December 2011. It clocked in in Latin America and the Caribbean. She led OTF’s number of ways to do this, but the most USD 48.28 Million in quarterly revenues, partnership with the World Bank to advise leaders in important strategy is to be great at the up by 83% for the same period last year. forty countries on using business incubation to drive dynamism and innovation in local economies. She things your customers value most by It also witnessed significant growth in holds a Masters in Business Administration from being bad at the things they value least. revenues at 75% growth over the nine Harvard Business School.02 03 04
  • 3. INSIGHT INSIGHT INSIGHT Buzz Factor month period. It achieved revenue of USD 139 Million as against USD 79.2 for the Did you know about Aegis? Think Tank Due to the very nature of services it is hard to define and measure Free up the resources you need to excel by underperforming, but do it rationally, same nine month period last year. • Aegis has managed over USD 6 billion of ‘quality’ when compared to products underperform in ways your customers AEGIS BUZZ spend in 250 categories under its Spend Insight about Quality by or tangibles. How do you define and don’t mind. For example, if your clients Management Services measure Quality especially in the want faster response time, but don’t care Gartner positions Aegis in 2011 Magic INDUSTRY BUZZ Design: Moving beyond context of Contact Centers? as much about cutting-edge technology, • AGC Networks, a subsidiary of Aegis has Quadrant for Customer Management Indian IT-BPO Sector Revenue Estimated processes to superior table that R&D initiative and add slack to Contact Center BPO Worldwide over 60 key Alliance partnerships with In our work, we use a very specific to Cross USD 100 Billion Mark leading Original Equipment Manufacturers experiences definition of service quality: being great your service teams. It turns out customers Leading Industry Analyst firm Gartner are more than happy to make these kinds NASSCOM (National Association of (OEM) in the Technology / Telecom and at the things your customers value most. has positioned Aegis in the ‘2011 Magic of tradeoffs if they get what they really Software and Services Companies) System Integration space. This requires a deep understanding of Quadrant for Customer Management want in return. recently released the key findings of the customer priorities – both which service Contact Center BPO, Worldwide’. The Indian IT-BPO sector performance for attributes they value, and the order in It has been said that a culture of quality report evaluates service providers on their FY2011-12 according to which the year which they value them. That type of feeds the adoption of quality. What customer management contact center being increasingly seen as a viable solution 2011-12 characterizes a landmark year as focused learning is part of the process we can outsourcing service providers do BPO capabilities in the Americas, EMEA in terms of cutting costs and incurring aggregate revenue for the Indian IT-BPO recommend. to ensure the percolation of a culture and Asia Pacific and depicts the service other ground breaking benefits. Along sector is estimated to cross USD 101 of quality in the organization versus provider landscape using a bi-dimensional In your book ‘Uncommon Service: with voice based services other platforms Aegis Speak billion. India retains its number one position a climate (immediate influences) of matrix, evaluating their ability to execute How to Win by Putting Customers at as the world’s leading sourcing location for such as chat, social networking sites, and quality? and completeness of vision. According to Professor Frances Frei is the UPS Foundation the Core of Your Business’, you talk IT-BPO services, despite the rise of several micro blogs where customer concerns can Gartner, Aegis has reinforced its position in Professor of Service Management at Harvard about managing your customers as We recommend focusing on three things Dear Client, Continuing our focus on Quality, we have alternative sourcing locations, with a share also be addressed in a timely manner will Business School. She is a leading authority on the Magic Quadrant due to its aggressive one of the ‘four service truths’. Could when it comes to culture: clarity, signaling of over 58 percent in 2011. Mr. Som Mittal, assume prominence in 2012. designing, leading and scaling exceptional service embarked on a unique global quality growth strategy focused on capability, you elaborate on this, especially in and consistency. Clarity is about knowing I am pleased to present the seventh edition of firms and her ideas have shaped the strategies program named 1Aegis. The goal of 1Aegis capacity and geographical presence President NASSCOM said “Verticalisation, Source: www.microsourcing.com and operations of the world’s most competitive the context of quality in outsourcing exactly what kind of culture you need to our newsletter Insight. is to ensure a consistent and high quality complemented by its focus on customer operational excellence and an expanding companies. service providers? succeed; signaling is about relentlessly Ovum: Public-private initiatives This edition of Insight is focused on the of service whether the engagement is experience management. global delivery model were internal She received her Ph.D. in Operations and communicating that clarity, particularly worldwide will stimulate BPO growth Customers can help you or hurt you theme ‘Quality by Design: Moving beyond conducted in Sierra Vista, Cebu, or Sri Lanka. priorities for the industry in this year.” Information Management from the Wharton School in moments where your employees are Aegis PeopleSupport now to be known Leading Industry Analyst firm Ovum at the University of Pennsylvania and holds an operationally. Your customers can make Processes to Superior Experiences’ – The IT-BPO sector continues to be one most receptive (during initial training, Aegis recently received the silver MVP Quality as Aegis M.E. in Industrial Engineering from Pennsylvania the service you provide either faster or of the largest employers in India directly has stated that global BPO industry for example), and consistency is about the vital role of quality in creating the best Award 2011, given to the leading contact State University, and a B.A. in Mathematics slower; they can make it either more Aegis PeopleSupport, one of the leading employing ~2.8 million professionals, with expected to grow at an annual rate from the University of Pennsylvania. Professor rooting out the “cultural breaks” in your customer experience. center industry standouts, from TMC‘s expensive or less expensive to deliver etc. outsourcing services companies in the over 230,000 jobs being added in FY2012. of 5.4 percent to USD 93.4 Billion in Frei has received the HBS Student Association policies and organizational behavior. You ‘Quality’ is an organizational imperative Customer Interaction Solutions magazine. 2015. The competition between the Faculty Award for teaching excellence on multiple Simple example: a customer who takes Philippines, announced the adoption of the Source: NASSCOM occasions, as well as teaching awards from the can’t declare that you’re all about service, at Aegis, and our approach to Quality is Customer Interaction Solutions is the new and emerging destinations shall his time ordering at a fast food restaurant corporate identity of its parent organization Wharton School of Business and the University of and then time your employees on how premier publication in the call center, CRM NASSCOM Quality, Cloud and Social fuel the future growth and evolution of Rochester. She serves on the Board of Directors makes the food less fast for everyone strikingly different from other quality programs Aegis. The new identity is designed to quickly they can get off the phone with and teleservices industries. Aegis received Media: Among the top Outsourcing the industry. At the low and mid-point of Advance Auto Parts and serves on the Board of around him, undermining the restaurant’s available in the global customer support reflect a global customer experience-centric Advisors of several private companies. customers. trends for 2012 of the value chain Philippines, Africa service strategy. Our message is simply industry. We are focused on driving results for the silver award for sophistication of quality company, built on a continuing history of and Latin America are rolling out the that you need an explicit plan for getting What is your advice to companies in your business. measures introduced to the contact center. innovative ideas and service offerings to A study from Horses for Sources, a welcome mats for outsourced business your customers to behave. They can be the BPO industry trying to leverage suit the needs of businesses. The adoption leading advisory analyst firm, has stated Our quality program uses the pioneer In continuation of this theme, we have processes as providers have developed great assets for/of your business -- for quality in ensuring customer delight? of the Aegis brand in the Philippines is that 25% of organizations will remedy approach developed by Customer Operations Professor Frances Frei, Harvard Business global delivery networks to address example, by serving themselves or helping aligned with Aegis’ corporate strategy of the looming recession with outsourcing Great service is a winning strategy, Performance Center (COPC), which focuses School’s resident expert on service excellence requirements centered on language skills, you to design a better offering -- or hugely ‘One World, One Aegis,’ and will provide in light of its proven worth to the services particularly over time, but the model and Anne Morriss, author and MD, Concire time zone proximity, and cultural sensitivity. disruptive. on systemic issues and avoidance of common consistent standards of excellence in industry. Outsourcing will still be seen must take into account what we call the pitfalls. This approach delivers superior Leadership Institute sharing their views in the managing, enabling, extending, and as a valuable tool as businesses brace Brazil, Mexico and Argentina have You also talk of ‘tradeoffs’ – if cost “four service truths:” you can’t be great results by linking the process to key customer section ‘Think Tank’. enhancing customer experience. for the recurrence of another economic also been showing signs of becoming savings are the primary driver for at everything; someone has to pay for depression and business executives will serious contenders as key outsourcing outsourcing, then the focus on quality excellence; it’s not your employees’ fault satisfaction and business drivers. We bring you the latest happenings in the AGC Networks reports strong financials find ways to cut operational costs without destinations in recent years. will invariably suffer. Should quality and (when service goes bad), and you must The ‘Case in Point’ section illustrates Aegis’ industry and Aegis in the Buzz section. As – announces results for the quarter Anne Morriss is the Co-Founder and Chief sacrificing the quality of work. Cloud is Source: The Sauce cost savings be seen as tradeoffs? On manage and train your customers. Start expertise in successfully designing a Quality always, we look forward for your suggestions ended 31 December 2011 Knowledge Officer of Concire Leadership Institute which she launched to help organizations compete the contrary, does enhanced focus on there, and then support the model with a process to drive better sales results for one and invite you to write in your feedback. AGC Networks Limited, a leading on service excellence. She has worked with quality lead to increased cost savings? strong service culture. of the world’s largest hospitality companies. companies and governments throughout the U.S., Solutions Integrator in Unified Latin America and Africa on strategy, leadership We see great examples every day where We now offer the Aegis Quality approach in Communication, Network Infrastructure, and institutional change. Her clients have ranged Regards, cost and quality don’t trade off on each our client engagements. No other outsourcing Information Security and Business from Fortune 50 companies repositioning in global markets to public sector leaders working to other. That’s the central question we company offers such a comprehensive, Peter Bloom Application and Consulting, and a transform national economies. ask: how do you improve service quality proven, and success-driven program. President – Global Quality and Customer subsidiary of Aegis Limited has reported in a world of limited resources, which is stellar numbers in its results for quarter Prior to founding Concire, Anne worked with the Experience OTF Group to expand its entrepreneurship practice the world most of us live in? There are a ended 31 December 2011. It clocked in in Latin America and the Caribbean. She led OTF’s number of ways to do this, but the most USD 48.28 Million in quarterly revenues, partnership with the World Bank to advise leaders in important strategy is to be great at the up by 83% for the same period last year. forty countries on using business incubation to drive dynamism and innovation in local economies. She things your customers value most by It also witnessed significant growth in holds a Masters in Business Administration from being bad at the things they value least. revenues at 75% growth over the nine Harvard Business School.02 03 04
  • 4. INSIGHT INSIGHT INSIGHT Buzz Factor month period. It achieved revenue of USD 139 Million as against USD 79.2 for the Did you know about Aegis? Think Tank Due to the very nature of services it is hard to define and measure Free up the resources you need to excel by underperforming, but do it rationally, same nine month period last year. • Aegis has managed over USD 6 billion of ‘quality’ when compared to products underperform in ways your customers AEGIS BUZZ spend in 250 categories under its Spend Insight about Quality by or tangibles. How do you define and don’t mind. For example, if your clients Management Services measure Quality especially in the want faster response time, but don’t care Gartner positions Aegis in 2011 Magic INDUSTRY BUZZ Design: Moving beyond context of Contact Centers? as much about cutting-edge technology, • AGC Networks, a subsidiary of Aegis has Quadrant for Customer Management Indian IT-BPO Sector Revenue Estimated processes to superior table that R&D initiative and add slack to Contact Center BPO Worldwide over 60 key Alliance partnerships with In our work, we use a very specific to Cross USD 100 Billion Mark leading Original Equipment Manufacturers experiences definition of service quality: being great your service teams. It turns out customers Leading Industry Analyst firm Gartner are more than happy to make these kinds NASSCOM (National Association of (OEM) in the Technology / Telecom and at the things your customers value most. has positioned Aegis in the ‘2011 Magic of tradeoffs if they get what they really Software and Services Companies) System Integration space. This requires a deep understanding of Quadrant for Customer Management want in return. recently released the key findings of the customer priorities – both which service Contact Center BPO, Worldwide’. The Indian IT-BPO sector performance for attributes they value, and the order in It has been said that a culture of quality report evaluates service providers on their FY2011-12 according to which the year which they value them. That type of feeds the adoption of quality. What customer management contact center being increasingly seen as a viable solution 2011-12 characterizes a landmark year as focused learning is part of the process we can outsourcing service providers do BPO capabilities in the Americas, EMEA in terms of cutting costs and incurring aggregate revenue for the Indian IT-BPO recommend. to ensure the percolation of a culture and Asia Pacific and depicts the service other ground breaking benefits. Along sector is estimated to cross USD 101 of quality in the organization versus provider landscape using a bi-dimensional In your book ‘Uncommon Service: with voice based services other platforms Aegis Speak billion. India retains its number one position a climate (immediate influences) of matrix, evaluating their ability to execute How to Win by Putting Customers at as the world’s leading sourcing location for such as chat, social networking sites, and quality? and completeness of vision. According to Professor Frances Frei is the UPS Foundation the Core of Your Business’, you talk IT-BPO services, despite the rise of several micro blogs where customer concerns can Gartner, Aegis has reinforced its position in Professor of Service Management at Harvard about managing your customers as We recommend focusing on three things Dear Client, Continuing our focus on Quality, we have alternative sourcing locations, with a share also be addressed in a timely manner will Business School. She is a leading authority on the Magic Quadrant due to its aggressive one of the ‘four service truths’. Could when it comes to culture: clarity, signaling of over 58 percent in 2011. Mr. Som Mittal, assume prominence in 2012. designing, leading and scaling exceptional service embarked on a unique global quality growth strategy focused on capability, you elaborate on this, especially in and consistency. Clarity is about knowing I am pleased to present the seventh edition of firms and her ideas have shaped the strategies program named 1Aegis. The goal of 1Aegis capacity and geographical presence President NASSCOM said “Verticalisation, Source: www.microsourcing.com and operations of the world’s most competitive the context of quality in outsourcing exactly what kind of culture you need to our newsletter Insight. is to ensure a consistent and high quality complemented by its focus on customer operational excellence and an expanding companies. service providers? succeed; signaling is about relentlessly Ovum: Public-private initiatives This edition of Insight is focused on the of service whether the engagement is experience management. global delivery model were internal She received her Ph.D. in Operations and communicating that clarity, particularly worldwide will stimulate BPO growth Customers can help you or hurt you theme ‘Quality by Design: Moving beyond conducted in Sierra Vista, Cebu, or Sri Lanka. priorities for the industry in this year.” Information Management from the Wharton School in moments where your employees are Aegis PeopleSupport now to be known Leading Industry Analyst firm Ovum at the University of Pennsylvania and holds an operationally. Your customers can make Processes to Superior Experiences’ – The IT-BPO sector continues to be one most receptive (during initial training, Aegis recently received the silver MVP Quality as Aegis M.E. in Industrial Engineering from Pennsylvania the service you provide either faster or of the largest employers in India directly has stated that global BPO industry for example), and consistency is about the vital role of quality in creating the best Award 2011, given to the leading contact State University, and a B.A. in Mathematics slower; they can make it either more Aegis PeopleSupport, one of the leading employing ~2.8 million professionals, with expected to grow at an annual rate from the University of Pennsylvania. Professor rooting out the “cultural breaks” in your customer experience. center industry standouts, from TMC‘s expensive or less expensive to deliver etc. outsourcing services companies in the over 230,000 jobs being added in FY2012. of 5.4 percent to USD 93.4 Billion in Frei has received the HBS Student Association policies and organizational behavior. You ‘Quality’ is an organizational imperative Customer Interaction Solutions magazine. 2015. The competition between the Faculty Award for teaching excellence on multiple Simple example: a customer who takes Philippines, announced the adoption of the Source: NASSCOM occasions, as well as teaching awards from the can’t declare that you’re all about service, at Aegis, and our approach to Quality is Customer Interaction Solutions is the new and emerging destinations shall his time ordering at a fast food restaurant corporate identity of its parent organization Wharton School of Business and the University of and then time your employees on how premier publication in the call center, CRM NASSCOM Quality, Cloud and Social fuel the future growth and evolution of Rochester. She serves on the Board of Directors makes the food less fast for everyone strikingly different from other quality programs Aegis. The new identity is designed to quickly they can get off the phone with and teleservices industries. Aegis received Media: Among the top Outsourcing the industry. At the low and mid-point of Advance Auto Parts and serves on the Board of around him, undermining the restaurant’s available in the global customer support reflect a global customer experience-centric Advisors of several private companies. customers. trends for 2012 of the value chain Philippines, Africa service strategy. Our message is simply industry. We are focused on driving results for the silver award for sophistication of quality company, built on a continuing history of and Latin America are rolling out the that you need an explicit plan for getting What is your advice to companies in your business. measures introduced to the contact center. innovative ideas and service offerings to A study from Horses for Sources, a welcome mats for outsourced business your customers to behave. They can be the BPO industry trying to leverage suit the needs of businesses. The adoption leading advisory analyst firm, has stated Our quality program uses the pioneer In continuation of this theme, we have processes as providers have developed great assets for/of your business -- for quality in ensuring customer delight? of the Aegis brand in the Philippines is that 25% of organizations will remedy approach developed by Customer Operations Professor Frances Frei, Harvard Business global delivery networks to address example, by serving themselves or helping aligned with Aegis’ corporate strategy of the looming recession with outsourcing Great service is a winning strategy, Performance Center (COPC), which focuses School’s resident expert on service excellence requirements centered on language skills, you to design a better offering -- or hugely ‘One World, One Aegis,’ and will provide in light of its proven worth to the services particularly over time, but the model and Anne Morriss, author and MD, Concire time zone proximity, and cultural sensitivity. disruptive. on systemic issues and avoidance of common consistent standards of excellence in industry. Outsourcing will still be seen must take into account what we call the pitfalls. This approach delivers superior Leadership Institute sharing their views in the managing, enabling, extending, and as a valuable tool as businesses brace Brazil, Mexico and Argentina have You also talk of ‘tradeoffs’ – if cost “four service truths:” you can’t be great results by linking the process to key customer section ‘Think Tank’. enhancing customer experience. for the recurrence of another economic also been showing signs of becoming savings are the primary driver for at everything; someone has to pay for depression and business executives will serious contenders as key outsourcing outsourcing, then the focus on quality excellence; it’s not your employees’ fault satisfaction and business drivers. We bring you the latest happenings in the AGC Networks reports strong financials find ways to cut operational costs without destinations in recent years. will invariably suffer. Should quality and (when service goes bad), and you must The ‘Case in Point’ section illustrates Aegis’ industry and Aegis in the Buzz section. As – announces results for the quarter Anne Morriss is the Co-Founder and Chief sacrificing the quality of work. Cloud is Source: The Sauce cost savings be seen as tradeoffs? On manage and train your customers. Start expertise in successfully designing a Quality always, we look forward for your suggestions ended 31 December 2011 Knowledge Officer of Concire Leadership Institute which she launched to help organizations compete the contrary, does enhanced focus on there, and then support the model with a process to drive better sales results for one and invite you to write in your feedback. AGC Networks Limited, a leading on service excellence. She has worked with quality lead to increased cost savings? strong service culture. of the world’s largest hospitality companies. companies and governments throughout the U.S., Solutions Integrator in Unified Latin America and Africa on strategy, leadership We see great examples every day where We now offer the Aegis Quality approach in Communication, Network Infrastructure, and institutional change. Her clients have ranged Regards, cost and quality don’t trade off on each our client engagements. No other outsourcing Information Security and Business from Fortune 50 companies repositioning in global markets to public sector leaders working to other. That’s the central question we company offers such a comprehensive, Peter Bloom Application and Consulting, and a transform national economies. ask: how do you improve service quality proven, and success-driven program. President – Global Quality and Customer subsidiary of Aegis Limited has reported in a world of limited resources, which is stellar numbers in its results for quarter Prior to founding Concire, Anne worked with the Experience OTF Group to expand its entrepreneurship practice the world most of us live in? There are a ended 31 December 2011. It clocked in in Latin America and the Caribbean. She led OTF’s number of ways to do this, but the most USD 48.28 Million in quarterly revenues, partnership with the World Bank to advise leaders in important strategy is to be great at the up by 83% for the same period last year. forty countries on using business incubation to drive dynamism and innovation in local economies. She things your customers value most by It also witnessed significant growth in holds a Masters in Business Administration from being bad at the things they value least. revenues at 75% growth over the nine Harvard Business School.02 03 04
  • 5. Case StudyWyndham Worldwide Aegis Solution INSIGHT Aegis carefully studied the existing Quality process to identify areas for process improvement. It implemented Results Understanding the uniqueness of the client requirements, Aegis set about designing a Quality process to best suit Global Footprint INSIGHT INSIGHT Vol. 7, Qtr. I - 2012 QPO (Quality Process Outsourcing), an its objectives. Identifying the systemic approach pioneered by Contact Operation issues allowed Aegis to design a QualityThe Client Performance Center (COPC) to Quality evaluation process to determine salesWyndham Worldwide is one of the and focused on sales improvement. The behavior that delivers better sales results.world’s largest hospitality companies following initiatives were implemented: Aegis was thus able to significantly reduce UK:across six continents with approximately defects in the “no sales attempt” attribute > Manchester Process-level Evaluations100,000 properties worldwide. It also from 2% to 0.4% in January 2012 and US: > Irving, TX (2)offers individual consumers and business • Ensured unbiased call sampling agent-related sales error from 9% to 6% > Killeen, TX > Port St. Lucie, FLcustomers a broad array of hospitality • Utilized business intelligence in January 2012. GRNPC also improved > Fairmont, WV Philippines:products and services as well as various - achieved 100% of target in January > Joplin, MO > Baguio > Sierra Vista, AZaccommodation alternatives and price --Identified non-agent controlled 2011 and increased to 105% of target in > New York, NY UAE: > Dubai > Cebu (2) Costa Rica: > Manila (3)ranges through a premier portfolio of opportunities on issue resolution and January 2012. > Los Angeles, CA > San Jose Saudi Arabia:world-renowned brands that includes sales conversion > Riyadh > Jeddah Sri Lanka: Aegis approach of designing quality > Colombomore than 160 Vacation Ownership --Determined causes of dropped and/ India: process to suit client’s unique > NoidaResorts. It was ranked amongst World’s or disconnected calls through event > Gurgaon requirements ensured customer delight, > Lucknow (2)Greenest Companies by Newsweek tracking and analysis with assistance > Hyderabad as they were able to appreciate better > Bangalore (3)(2011) and Fortune’s World’s Most from Aegis’ IT-Telecommunications South Africa: quality and sales results. As proof of the Argentina: > Johannesburg (2) > HaziraAdmired Companies 2012 (#1 Hotels, team > Ahmedabad client’s trust, it awarded new business to > Tucuman > Cordoba > Pune Australia: > Melbourne (3) New Zealand:Casinos, Resorts). > Mumbai (2) • Identified and addressed sales Aegis. Recently, Aegis piloted a group of > Bahia Blanca > Kolkata (2) > Sydney > Auckland > Mar del Plata > JamshedpurCustomer Challenges opportunity 22 English agents for Wyndham Hotels Global Headquarters > Buenos Aires City (2) > Bhopal & Resorts, the upscale full-servicing > SrinagarAegis handles sales reservations for --Ensured everyone, from the agent level brand for the Wyndham Hotel Group.11 brands under the Wyndham Hotel to the management level, is calibrated Aegis is slated to add foreign languageGroup. It provides bi-lingual customer on required sales behavior that delivers contact center support in Italian, German,support, in English and Spanish, from the best sales results Awards Cantonese, and Mandarin, and chatits contact center in the Philippines. The --Conducted sales refresher training support from March 2012.engagement started in 2004 with 30agents, with a 7-hour service window. In Agent-level evaluations --Aegis positioned among leading companies in the Gartner Magic Quadrant CM Contact Center Worldwide 2011.2005, the engagement started with Aegis • Helped drive compliance to meet and --International Association of Outsourcing Professionals (IAOP) honored Aegis in Leaders category in the 2012 Globalservicing the Spanish line of business, exceed metrics on the agent-level by Outsourcing 100® list.which then led to addition of English having Team Leads conduct their team’sline of business, to help ensure 24x7 --Aegis recognized by Frost & Sullivan Asia Pacific as Contact Center Outsourcing services provider 2011. quality evaluationsoperations. The program is seasonal – --Aegis received 2011 MVP Quality Award from TMC’s Customer Interaction Solutions® magazine.with a maximum of 120 agents during • Conducted training and calibration of --Aon Hewitt Best Employer Award 2011 in India and Australia. QUALITY BY DESIGN: Team Leadsoff-peak and can grow to as many as200 agents during peak periods. --Aegis honored with NCPEDP-Shell Helen Keller Award 2011 - for promotion of employment and accessibility for differently abled people. Moving beyond processes to • Aligned coaching process with agentQuality is an important metric for a sales scorecard superior experiencesprogram such as Wyndham’s. However,the current approach to quality was notdelivering the desired sales results – therewas no direct correlation between the “Our Aegis team has spent countless hours refining the call monitoring process and reviewing the call quality of our agents. The team is linking About Aegissales quality attributes being measured agent behavior to our key revenue drivers. The detailed analysis that Aegis Founded almost 30 years ago in the US, Aegis is a global business services and experience management companyand monitored by the team versus the has been doing has enabled us to focus on the factors that are critical to In this issue: committed to impacting clients’ business outcomes by focusing on end user brand experience across all touch pointssales metric, Gross Room Night Per the success of the call and the sales process.” - Aegis Speak with Peter Bloom, President – Global Quality and Customer Experience Copyright 2012, Aegis Limited. All rights reservedCall (GRNPC). While there was no major and channels. With a presence in 12 countries, 50 locations, and with more than 55,000 employees, Aegis manages Kristin Hendersonimpact on GRNPC as Aegis was able to Regional Director, Learning, Development, & International Operations for over a billion customer interactions every year for over 300 clients across verticals such as BFSI, Telecom, Healthcare, - Think Tank – Expert interview with Francis Frei and Anne Morrisscomfortably hit sales targets, there was an Travel and Hospitality, Consumer Goods, Retail, and Technology. Aegis manages, enables, extends, and enhances Wyndham Hotel Group - Case Study - Wyndham Worldwide Quality Process Designopportunity to deliver better sales results business experiences for its clients and their customers across consulting, technology, outsourcing, and training andfor the client. education. and more... Contact us: info@aegisglobal.com, www.aegisglobal.com 05 06
  • 6. Case StudyWyndham Worldwide Aegis Solution INSIGHT Aegis carefully studied the existing Quality process to identify areas for process improvement. It implemented Results Understanding the uniqueness of the client requirements, Aegis set about designing a Quality process to best suit Global Footprint INSIGHT INSIGHT Vol. 7, Qtr. I - 2012 QPO (Quality Process Outsourcing), an its objectives. Identifying the systemic approach pioneered by Contact Operation issues allowed Aegis to design a QualityThe Client Performance Center (COPC) to Quality evaluation process to determine salesWyndham Worldwide is one of the and focused on sales improvement. The behavior that delivers better sales results.world’s largest hospitality companies following initiatives were implemented: Aegis was thus able to significantly reduce UK:across six continents with approximately defects in the “no sales attempt” attribute > Manchester Process-level Evaluations100,000 properties worldwide. It also from 2% to 0.4% in January 2012 and US: > Irving, TX (2)offers individual consumers and business • Ensured unbiased call sampling agent-related sales error from 9% to 6% > Killeen, TX > Port St. Lucie, FLcustomers a broad array of hospitality • Utilized business intelligence in January 2012. GRNPC also improved > Fairmont, WV Philippines:products and services as well as various - achieved 100% of target in January > Joplin, MO > Baguio > Sierra Vista, AZaccommodation alternatives and price --Identified non-agent controlled 2011 and increased to 105% of target in > New York, NY UAE: > Dubai > Cebu (2) Costa Rica: > Manila (3)ranges through a premier portfolio of opportunities on issue resolution and January 2012. > Los Angeles, CA > San Jose Saudi Arabia:world-renowned brands that includes sales conversion > Riyadh > Jeddah Sri Lanka: Aegis approach of designing quality > Colombomore than 160 Vacation Ownership --Determined causes of dropped and/ India: process to suit client’s unique > NoidaResorts. It was ranked amongst World’s or disconnected calls through event > Gurgaon requirements ensured customer delight, > Lucknow (2)Greenest Companies by Newsweek tracking and analysis with assistance > Hyderabad as they were able to appreciate better > Bangalore (3)(2011) and Fortune’s World’s Most from Aegis’ IT-Telecommunications South Africa: quality and sales results. As proof of the Argentina: > Johannesburg (2) > HaziraAdmired Companies 2012 (#1 Hotels, team > Ahmedabad client’s trust, it awarded new business to > Tucuman > Cordoba > Pune Australia: > Melbourne (3) New Zealand:Casinos, Resorts). > Mumbai (2) • Identified and addressed sales Aegis. Recently, Aegis piloted a group of > Bahia Blanca > Kolkata (2) > Sydney > Auckland > Mar del Plata > JamshedpurCustomer Challenges opportunity 22 English agents for Wyndham Hotels Global Headquarters > Buenos Aires City (2) > Bhopal & Resorts, the upscale full-servicing > SrinagarAegis handles sales reservations for --Ensured everyone, from the agent level brand for the Wyndham Hotel Group.11 brands under the Wyndham Hotel to the management level, is calibrated Aegis is slated to add foreign languageGroup. It provides bi-lingual customer on required sales behavior that delivers contact center support in Italian, German,support, in English and Spanish, from the best sales results Awards Cantonese, and Mandarin, and chatits contact center in the Philippines. The --Conducted sales refresher training support from March 2012.engagement started in 2004 with 30agents, with a 7-hour service window. In Agent-level evaluations --Aegis positioned among leading companies in the Gartner Magic Quadrant CM Contact Center Worldwide 2011.2005, the engagement started with Aegis • Helped drive compliance to meet and --International Association of Outsourcing Professionals (IAOP) honored Aegis in Leaders category in the 2012 Globalservicing the Spanish line of business, exceed metrics on the agent-level by Outsourcing 100® list.which then led to addition of English having Team Leads conduct their team’sline of business, to help ensure 24x7 --Aegis recognized by Frost & Sullivan Asia Pacific as Contact Center Outsourcing services provider 2011. quality evaluationsoperations. The program is seasonal – --Aegis received 2011 MVP Quality Award from TMC’s Customer Interaction Solutions® magazine.with a maximum of 120 agents during • Conducted training and calibration of --Aon Hewitt Best Employer Award 2011 in India and Australia. QUALITY BY DESIGN: Team Leadsoff-peak and can grow to as many as200 agents during peak periods. --Aegis honored with NCPEDP-Shell Helen Keller Award 2011 - for promotion of employment and accessibility for differently abled people. Moving beyond processes to • Aligned coaching process with agentQuality is an important metric for a sales scorecard superior experiencesprogram such as Wyndham’s. However,the current approach to quality was notdelivering the desired sales results – therewas no direct correlation between the “Our Aegis team has spent countless hours refining the call monitoring process and reviewing the call quality of our agents. The team is linking About Aegissales quality attributes being measured agent behavior to our key revenue drivers. The detailed analysis that Aegis Founded almost 30 years ago in the US, Aegis is a global business services and experience management companyand monitored by the team versus the has been doing has enabled us to focus on the factors that are critical to In this issue: committed to impacting clients’ business outcomes by focusing on end user brand experience across all touch pointssales metric, Gross Room Night Per the success of the call and the sales process.” - Aegis Speak with Peter Bloom, President – Global Quality and Customer Experience Copyright 2012, Aegis Limited. All rights reservedCall (GRNPC). While there was no major and channels. With a presence in 12 countries, 50 locations, and with more than 55,000 employees, Aegis manages Kristin Hendersonimpact on GRNPC as Aegis was able to Regional Director, Learning, Development, & International Operations for over a billion customer interactions every year for over 300 clients across verticals such as BFSI, Telecom, Healthcare, - Think Tank – Expert interview with Francis Frei and Anne Morrisscomfortably hit sales targets, there was an Travel and Hospitality, Consumer Goods, Retail, and Technology. Aegis manages, enables, extends, and enhances Wyndham Hotel Group - Case Study - Wyndham Worldwide Quality Process Designopportunity to deliver better sales results business experiences for its clients and their customers across consulting, technology, outsourcing, and training andfor the client. education. and more... Contact us: info@aegisglobal.com, www.aegisglobal.com 05 06

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