Ampower Corporate Presentation


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Ampower Corporate Presentation

  2. 2. 2<br />Introduction:<br />In 2003, we incorporated AMPOWER OUTSOURCING as a IT Enabled and Business Process Outsourcing (BPO) under the Companies Act 1956 specializes in Integrated BPO solutions across Customer Lifecycle and Back-office Lifecycle Management services. We have evolved sound delivery models and business strategies to delivery high-quality and Cost-effective solution to meet their goals and perform better. Our commitment, Customer satisfaction, Technical expertise, Corporate value and Transparency have made us a preferred Vendor to our Clients.<br />AMPOWER OUTSOURCING India, is pure play, third-party BPO Company offering both voice and non-voice services on a blended delivery platform. <br />
  3. 3. 3<br />Summary<br />AMPOWER OUTSOURCING, a techno-savvy company, which believes in investing quality manpower and constant up gradation of technology and intellectual property, to deliver services, that always match or exceed customer’s expectations. Our services help you to cut costs and increase productivity. Our systematic approach has made us the most preferred remote e-services company, for companies looking for measurable business solutions.<br />AMPOWER OUTSOURCING has proven expertise in running world-class Business Process Outsourcing service operations catering to the needs of both Indian and global clients. You can get the satisfaction of working with a technology partner, who understands your outsourcing needs and works in tandem to provide reliable and scalable solutions.<br />
  4. 4. 4<br />Summary<br />Designing a Solution is a specialized job to make the customers’ needs and requirements more automatic, productive, progressive and profitable. That's where AMPOWER OUTSOURCING comes in. The total understanding of the mechanics of the medium allows us to build productive and economical solutions. <br />AMPOWER OUTSOURCING with its elite customers with a high customer retaining ratio is here with a long term Business Strategy and Relationship with its associates. This has made to achieve the goals in delivering the finest products to the customer. AMPOWER OUTSOURCING redefines customer service and business ethical standards of the IT industry. AMPOWER OUTSOURCING sincerely direct all it’s efforts to be the choice of customers.<br />
  5. 5. Company Portfolio<br />5<br />Company Portfolio<br />AMPOWER OUTSOURCING has a 500+ seaters 24/7 facility in the midst of global MNC Companies at New Delhi, India providing cost effective services to various Multinational clients all over the world.<br /> Our service portfolio includes Inbound Customer Services (Tech. Support and Web Services( E-mail and Chat Support), Outbound services and whole range of data oriented back office services in transaction processing, Accounts Processing, Data Processing & Conversion.<br /> The management of AMPOWER OUTSOURCING is a blend of young and experienced. The team has a cumulative experience of more than 30 years in the IT Enable Services Industry. During the past few years, the team has successfully executed various consultancy assignments for domestic and global clients.<br />
  6. 6. 6<br />Company Portfolio<br />The management has proven expertise in <br />global market dynamics and have a <br />strong business development team in <br />U.S. and U.K. to position the company as <br />a global performance center. <br />The company on creating a customer <br />open environment with world class <br />infrastructure, best of breed technology, <br />team culture and quality in service <br />delivery. <br />To ensure quality in service delivery, <br />AMPOWER OUTSOURCING thrives on<br />Implementing ISO standards in <br />Each and every process. We <br />follow stringent security standards and <br />aiming to have COPC standards and Six <br />Sigma practices in coming future. <br />
  7. 7. 7<br />Manish Jha– Director<br />Roles and responsibilities:<br /><ul><li>Board Administration and Support.
  8. 8. Management Development.
  9. 9. Organizational Change Management.
  10. 10. Organizational performance management.
  11. 11. Business planning.
  12. 12. Ethics management system.
  13. 13. Group performance management.
  14. 14. Marketing and Promotions.
  15. 15. Financial, Tax, Risk and Facilities Management.</li></ul>Experience:<br />5 years of experience in B.P.O sector.<br />
  16. 16. 8<br />Megha– Head – Strategic & Corporate Planning<br />Roles and responsibilities:<br /><ul><li> Effective liaison between the client and the company.
  17. 17. Process engineering and implementation.
  18. 18. Campaign management.
  19. 19. Recruitment analysis.
  20. 20. Campaign Analysis.
  21. 21. Ensuring the process is achieving the client defined targets.
  22. 22. Workout on strategic planning to enhance the performance.
  23. 23. Workout on preventive and corrective actions as and when required as well as for any out of triggers which might affect the process performance.
  24. 24. Floor management.
  25. 25. Attrition management.
  26. 26. Shrinkage analysis.
  27. 27. Leadership team management.
  28. 28. Ensuring skip level meeting with the advisors.
  29. 29. Reports Analysis.
  30. 30. Managing performance appraisals and incentives.</li></ul>Experience:<br /><ul><li>6 years and 6 months experience in BPO sector.</li></li></ul><li>9<br />Contact Center Services From India To Rest Of The World<br />AMPOWER OUTSOURCING is a leading Contact Center company established in India.Focused on building long term relationships with the Clients by delivering outstanding services to the final consumer.With a strong combination of powerful technology and highly-trained personnel, we are able to compete in the global market, meeting the required standards by the industry.<br />
  31. 31. 10<br />BPO<br />Business Process Outsourcing (BPO) has the potential enabling power to vitalize Businesses and energize Economic growth. BPO benefits are significant, sustainable and strategic - or rather, they can be. To ensure that customer expectations are consistently met and often exceeded requires a BPO Service Provider with the Right Stuff - starting off with:<br />Related Technology Domain Expertise - AMPOWER OUTSOURCING has developed extensive expertise in a wide range of emergent and mainstream Technology Domains. Some of these Domains bear a direct relationship to a wide range of B.P.O services - CRM/ ERP/ SCM/ Imaging & Workflow etc.<br />
  32. 32. 11<br />Voice<br />AMPOWER OUTSOURCINGoffersa state of art Call Center facility with latest technology and competent personnel, ensuring cost effective solution to meet the inbound and outbound calling requirements. We provide round the clock services and support to our clients and ensure that you reach your customer anywhere and everywhere, anytime and every time.<br />AMPOWER OUTSOURCINGprovideextensive training for the call center agents on the accent and telephone handling skills. Our training covers Accent and conversation skills, Call center etiquette, Internet skills, Sales skills and Technical skills.<br />
  33. 33. 12<br />We Offer Inbound And Outbound services such as:-<br />Help Desk<br />Providing support to companies that market technological products and have a critical number of consumers who use them.<br />Customer Care<br />Assisting consumers on using products and services according to their individual characteristics and needs.<br />Up-selling and Cross-selling<br />Taking advantage of contacting the consumers to offer and sell different products and services of the same company. <br />Back Office<br />Integrating administration services, technology based scanning, data processing, document management and business processes solutions.<br />
  34. 34. 13<br />Profiling, Training & Competency Creation<br /> Recruiting the right service personnel with the right attitude is a major priority for a growing organization like AMPOWER OUTSOURCING Specific skills, Knowledge, Values and Attitude are identified and aligned with client expectations and our business goals. AMPOWER OUTSOURCING well-structured recruitment process has attracted a large number of talented young people from the resource pool available in India. We manage retention and motivation through a highly structured career path, cross- functional opportunities and performance-oriented incentives. <br /><ul><li>Excellent written and verbal communication skills.
  35. 35. Basic PC skills.
  36. 36. A high degree of Initiative to perform a quality job.
  37. 37. Be true team players brimming with team spirit.
  38. 38. Self-confident.
  39. 39. Have a passion for excellence. </li></li></ul><li>14<br />Expertise<br />
  40. 40. 15<br />
  41. 41. 16<br />Infra Structure<br />Infrastructure <br />AMPOWER OUTSOURCING is located at the hub of technology in New Delhi, India. is home to 40% of India’s call center businesses and has an excellent resource base with good infrastructure and connectivity.<br />The center is located in the heart of the city in Country Capital in an independent office building with 10000 sq. ft. of office space to house 1000 people. The center is open 24–hours, has dedicated security, multiple redundant communications, Internet and power facilities ensuring uninterrupted operations and the highest uptime. Staff facilities at our center include recreational activities, canteen, meeting, conference and training areas.<br />Data and Information is protected through a Firewall, Active-Directory group policies and selective network access. We also have client-specific secure VPN connections where access to their infrastructure requires such a setup. The development center is connected to our Internet servers hosted in a world-class server farm.<br />
  42. 42. 17<br />Office and Facilities :<br />State-of-the art Call Centre at Delhi. It is Spread over an area of 10,000 square feet and has an Infrastructure for 1000 voice staffs:-- Training rooms and conferencing facilities-- Quality and Analytical Labs-- Canteen and Recreational facilities<br />Modern network infrastructure including :<br />-- IPLC – 2 mbps provided by airtel.<br />-- ISP Providers – 2 mbps lease line.<br />-- D-Link – 24/100.<br />-- Fully Structured Cabling. (D- Link). -- 2 x 10 KVA UPS with 5 hours Power Back Up.<br />-- 500 P-IV Machines with 512 MB RAM.<br />
  43. 43. Operations Roadmap<br />
  44. 44. 19<br />Stages<br />Performance Oriented Cycle<br />Step 1: Training<br />Step 2: Evaluation<br />Step 3: Live Production<br />Step 4: Ramp Up<br />
  45. 45. 20<br />Step 1<br />Training Procedure<br />Nesting<br />Rejection/<br />Retraining <br />Trainers<br />Monitoring<br />Evaluation<br />Scores<br />QA<br />Trainees<br />Training<br />
  46. 46. 21<br />Step 2<br />Nesting Procedure<br />Live<br />Production<br />QA<br />Nesting<br />TL<br />Nesting<br />Monitoring<br />Reports<br />SME<br />Rejection/<br />Retraining <br />
  47. 47. 22<br />Step 3<br />Live Production<br />Ops<br />Manager<br />Ramp Up<br />Rejection/<br />Retraining<br />QA<br />Live<br />Production<br />Process<br />Manager<br />Monitoring<br />Reports<br />Reports<br />TL<br />Appraisal<br />
  48. 48. 23<br />Projection Plan - Operations<br />First Quarter<br />SLA<br />Achievement & Stabilization<br />
  49. 49. 24<br />Projection Plan – Operations<br />Second Quarter<br />Exceed Client’s Expectation<br />
  50. 50. 25<br />Projection Plan - Operations<br />Third Quarter<br />
  51. 51. Quality Department Roadmap<br />
  52. 52. 27<br />Our Statement Of Direction<br />“We ensure a robust design approach by planning, establishing and controlling an effective quality management system where we promise to deliver quality services for all the business processes of AMPOWER”.<br />
  53. 53. 28<br />Our Objectives<br />Exceeding Client's/Customer’s expectation.<br />Innovative, cost and time effective services. <br />Consistent and continuous quality improvement.<br />Fulfillments of defined quality objective targets. <br />Develop the organization as an international centre for excellence. <br />
  54. 54. 29<br />Orbitz Quality Model<br />Performance Management<br />Process<br />Management<br />Transaction Monitoring<br />Organizational <br />Development<br />Employee Suggestion Scheme<br />Make all employees participate in improving Organization’s growth <br />Achieving the defined targets and exceeding customer expectations through effective monitoring<br />5S & Visual Management<br />Instill Discipline at work place<br />Audit<br />Management<br />Askprime QMS<br />Six Sigma / Lean<br />Instill Process-driven approach as tool for continuous improvement on SOD<br />Improve Key SLA performance of Programs / Support providers<br />Transition Audits<br />Program Effectiveness Audit<br />Improve Process compliance<br />
  55. 55. 30<br />Tactical Interventions – Process Management<br /><ul><li>End-to end Process Mapping
  56. 56. Institutionalize Process Management discipline
  57. 57. Implement Best Practices
  58. 58. Apply Industry Standards / Models
  59. 59. COPC
  60. 60. Six Sigma / Lean
  61. 61. ISO 9001:2000 / ISMS 27001</li></li></ul><li>31<br />Leadership: How upper management leads the organization, and how the <br />organization leads within the community. <br />Strategic planning: How the organization establishes and plans to implement <br />strategic directions.<br />Customer and market focus: How the organization builds and maintains <br />strong, lasting relationships with customers.<br />Measurement, analysis, and knowledge management: How the organization <br />uses data to support key processes and manage performance.<br />Human resource focus: How the organization empowers and involves its <br />workforce. <br />Process management: How the organization designs, manages and improves <br />key processes. <br />Business/organizational performance results: How the organization <br />performs in terms of customer satisfaction, finances, human resources, <br />supplier and partner performance, operations, governance and social <br />responsibility, and how the organization compares to its competitors. <br />Built On ISO & MBNQA Framework<br />
  62. 62. 32<br />Reduce Costs<br />Improve Service (Speed to Respond)<br />Improve Quality (Increase Compliance Accuracy)<br />Why Use the Standard?<br />
  63. 63. 33<br />From Customer's Perspective<br />Quality:<br /><ul><li>Accuracy
  64. 64. Knowledge of Agents
  65. 65. Consistency of answers across agents
  66. 66. First Call resolution</li></ul>Service:<br /><ul><li>Phone – Speed of answer ( e.g., ASA or Service Level)
  67. 67. Non-phone – Cycle time : Length of time to process
  68. 68. Non-phone – On time : % on time to the targeted cycle time</li></ul>Cost:<br /><ul><li>Cost per call to go down</li></li></ul><li>34<br />Definition of Quality<br />In our organization “Quality” plays a major role and it means continual improvement.<br />If we declare that we have “Quality”, it means there is also “Quantity”.<br />So the motto of the Quality Department is “constant improvement in quality as well as in quantity”.<br />
  69. 69. 35<br />Projection for 1st Quarter<br />Conduct pre transition <br />Audit 15 days before go live<br />to check the readiness of the<br />process and close the <br />gaps identified.<br />Study the process clearly and <br />frame the monitoring and other<br />formats and derive metric score<br />card for the process. <br />Ensure complete <br />process documentation <br />before go live.<br />Workout on action plan <br />along with the operations<br />in case of any dip in <br />quality metrics as well as<br />compliance.<br />Perform effective<br />transaction monitoring <br />process based on compliance <br />and customer satisfaction.<br />Provide effective feedback and <br />ensure there is no repetitive<br />errors as well as zero down<br />the errors completely. <br />Workout on corrective <br />and preventive actions<br />if there is any out of<br />triggers and ensure<br />the process is achieving <br />client defined targets <br />At the end of post 30 days from go live the process will be having a post transition audit to ensure compliance towards the standard and towards the client requirements. From there onwards there will be a process effectiveness audit happening every three months for operations.<br />
  70. 70. 36<br />Transaction Monitoring Methodology<br /><ul><li> Shadow Monitoring
  71. 71. Recorded Call – Review
  72. 72. Online Call Monitoring
  73. 73. Self- Monitoring
  74. 74. Mock Role Play
  75. 75. Customer Satisfaction Survey</li></ul>Recorded <br />Transaction<br />Review<br /> MONITORING<br />CALIBRATION<br />Call Types for Monitoring <br />Random Calls<br />Product / Process Specific<br />Performance Segment wise<br />Complaints / Customer Dissatisfaction<br />Escalated Calls<br />Call Backs <br />Repeat Calls<br />Training batch wise<br />Conduct weekly transaction Calibration Audit<br />Involve client / supervisors / quality analyst for the Audit<br />Measure and document understanding<br />Verify & clarify understanding<br />Report & document process and product changes<br />Incorporate changes to evaluation / criteria <br />Report call types & performance segment for future evaluation<br />Feedback & Improve<br />Report & Review<br /><ul><li> Online Recording/Evaluator
  76. 76. Key Performance metrics Reporting
  77. 77. Top Calls & call takers
  78. 78. Trend & Analysis reporting
  79. 79. Hot Key (commonly used Idiom, </li></ul> phrases, expressions, lingo, etc.,)<br /><ul><li> Measure Progress</li></ul>Individual<br /><ul><li> Review findings with Agent
  80. 80. Document individual action plan
  81. 81. Coach / Council for improvement Group
  82. 82. Identify common issues (Pareto)
  83. 83. Conduct Root Cause Analysis
  84. 84. Action Plan for improvement
  85. 85. Communicate for implementation</li></li></ul><li>37<br />RESPONSIBILITIES OF <br />QUALITY ANALYST<br />FEEDBACK<br />REPORTS<br />MONITORING<br />CALIBRATION<br /><ul><li> INDIVIDUAL
  86. 86. GROUP
  87. 87. TEAM
  91. 91. MOCK CALLS
  93. 93. TEAM REPORT
  94. 94. DAILY REPORT
  97. 97. QUALITY TEAM
  98. 98. PROCESS TEAM
  99. 99. CLIENT</li></ul>Transaction Monitoring Contd…<br />
  100. 100. 38<br />Transaction Monitoring Contd…<br />Objective<br />Continuous improvement of the overall customer experience<br />Inter-departmental communication and information sharing<br />Constantly refine, optimize processes and procedures<br />Monitoring<br />Training, coaching, mentoring<br />Development consistency<br />Mutually developed quality scorecard<br />Complaint Management<br />Ownership for resolution<br />Resolution<br />Prompt follow-up<br />Clearly defined escalation procedures<br />
  101. 101. 39<br />Thank<br />
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