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  • 1. AMPOWER OUTSOURCING
    CORPORATE PRESENTATION
  • 2. 2
    Introduction:
    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.
    AMPOWER OUTSOURCING India, is pure play, third-party BPO Company offering both voice and non-voice services on a blended delivery platform.
  • 3. 3
    Summary
    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.
    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.
  • 4. 4
    Summary
    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.
    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.
  • 5. Company Portfolio
    5
    Company Portfolio
    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.
    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.
    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.
  • 6. 6
    Company Portfolio
    The management has proven expertise in
    global market dynamics and have a
    strong business development team in
    U.S. and U.K. to position the company as
    a global performance center.
    The company on creating a customer
    open environment with world class
    infrastructure, best of breed technology,
    team culture and quality in service
    delivery.
    To ensure quality in service delivery,
    AMPOWER OUTSOURCING thrives on
    Implementing ISO standards in
    Each and every process. We
    follow stringent security standards and
    aiming to have COPC standards and Six
    Sigma practices in coming future.
  • 7. 7
    Manish Jha– Director
    Roles and responsibilities:
    • Board Administration and Support.
    • 8. Management Development.
    • 9. Organizational Change Management.
    • 10. Organizational performance management.
    • 11. Business planning.
    • 12. Ethics management system.
    • 13. Group performance management.
    • 14. Marketing and Promotions.
    • 15. Financial, Tax, Risk and Facilities Management.
    Experience:
    5 years of experience in B.P.O sector.
  • 16. 8
    Megha– Head – Strategic & Corporate Planning
    Roles and responsibilities:
    • Effective liaison between the client and the company.
    • 17. Process engineering and implementation.
    • 18. Campaign management.
    • 19. Recruitment analysis.
    • 20. Campaign Analysis.
    • 21. Ensuring the process is achieving the client defined targets.
    • 22. Workout on strategic planning to enhance the performance.
    • 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. Floor management.
    • 25. Attrition management.
    • 26. Shrinkage analysis.
    • 27. Leadership team management.
    • 28. Ensuring skip level meeting with the advisors.
    • 29. Reports Analysis.
    • 30. Managing performance appraisals and incentives.
    Experience:
    • 6 years and 6 months experience in BPO sector.
  • 9
    Contact Center Services From India To Rest Of The World
    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.
  • 31. 10
    BPO
    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:
    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.
  • 32. 11
    Voice
    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.
    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.
  • 33. 12
    We Offer Inbound And Outbound services such as:-
    Help Desk
    Providing support to companies that market technological products and have a critical number of consumers who use them.
    Customer Care
    Assisting consumers on using products and services according to their individual characteristics and needs.
    Up-selling and Cross-selling
    Taking advantage of contacting the consumers to offer and sell different products and services of the same company.
    Back Office
    Integrating administration services, technology based scanning, data processing, document management and business processes solutions.
  • 34. 13
    Profiling, Training & Competency Creation
    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.
    • Excellent written and verbal communication skills.
    • 35. Basic PC skills.
    • 36. A high degree of Initiative to perform a quality job.
    • 37. Be true team players brimming with team spirit.
    • 38. Self-confident.
    • 39. Have a passion for excellence.
  • 14
    Expertise
  • 40. 15
  • 41. 16
    Infra Structure
    Infrastructure
    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.
    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.
    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.
  • 42. 17
    Office and Facilities :
    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
    Modern network infrastructure including :
    -- IPLC – 2 mbps provided by airtel.
    -- ISP Providers – 2 mbps lease line.
    -- D-Link – 24/100.
    -- Fully Structured Cabling. (D- Link). -- 2 x 10 KVA UPS with 5 hours Power Back Up.
    -- 500 P-IV Machines with 512 MB RAM.
  • 43. Operations Roadmap
  • 44. 19
    Stages
    Performance Oriented Cycle
    Step 1: Training
    Step 2: Evaluation
    Step 3: Live Production
    Step 4: Ramp Up
  • 45. 20
    Step 1
    Training Procedure
    Nesting
    Rejection/
    Retraining
    Trainers
    Monitoring
    Evaluation
    Scores
    QA
    Trainees
    Training
  • 46. 21
    Step 2
    Nesting Procedure
    Live
    Production
    QA
    Nesting
    TL
    Nesting
    Monitoring
    Reports
    SME
    Rejection/
    Retraining
  • 47. 22
    Step 3
    Live Production
    Ops
    Manager
    Ramp Up
    Rejection/
    Retraining
    QA
    Live
    Production
    Process
    Manager
    Monitoring
    Reports
    Reports
    TL
    Appraisal
  • 48. 23
    Projection Plan - Operations
    First Quarter
    SLA
    Achievement & Stabilization
  • 49. 24
    Projection Plan – Operations
    Second Quarter
    Exceed Client’s Expectation
  • 50. 25
    Projection Plan - Operations
    Third Quarter
  • 51. Quality Department Roadmap
  • 52. 27
    Our Statement Of Direction
    “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”.
  • 53. 28
    Our Objectives
    Exceeding Client's/Customer’s expectation.
    Innovative, cost and time effective services.
    Consistent and continuous quality improvement.
    Fulfillments of defined quality objective targets.
    Develop the organization as an international centre for excellence.
  • 54. 29
    Orbitz Quality Model
    Performance Management
    Process
    Management
    Transaction Monitoring
    Organizational
    Development
    Employee Suggestion Scheme
    Make all employees participate in improving Organization’s growth
    Achieving the defined targets and exceeding customer expectations through effective monitoring
    5S & Visual Management
    Instill Discipline at work place
    Audit
    Management
    Askprime QMS
    Six Sigma / Lean
    Instill Process-driven approach as tool for continuous improvement on SOD
    Improve Key SLA performance of Programs / Support providers
    Transition Audits
    Program Effectiveness Audit
    Improve Process compliance
  • 55. 30
    Tactical Interventions – Process Management
    • End-to end Process Mapping
    • 56. Institutionalize Process Management discipline
    • 57. Implement Best Practices
    • 58. Apply Industry Standards / Models
    • 59. COPC
    • 60. Six Sigma / Lean
    • 61. ISO 9001:2000 / ISMS 27001
  • 31
    Leadership: How upper management leads the organization, and how the
    organization leads within the community.
    Strategic planning: How the organization establishes and plans to implement
    strategic directions.
    Customer and market focus: How the organization builds and maintains
    strong, lasting relationships with customers.
    Measurement, analysis, and knowledge management: How the organization
    uses data to support key processes and manage performance.
    Human resource focus: How the organization empowers and involves its
    workforce.
    Process management: How the organization designs, manages and improves
    key processes.
    Business/organizational performance results: How the organization
    performs in terms of customer satisfaction, finances, human resources,
    supplier and partner performance, operations, governance and social
    responsibility, and how the organization compares to its competitors.
    Built On ISO & MBNQA Framework
  • 62. 32
    Reduce Costs
    Improve Service (Speed to Respond)
    Improve Quality (Increase Compliance Accuracy)
    Why Use the Standard?
  • 63. 33
    From Customer's Perspective
    Quality:
    • Accuracy
    • 64. Knowledge of Agents
    • 65. Consistency of answers across agents
    • 66. First Call resolution
    Service:
    • Phone – Speed of answer ( e.g., ASA or Service Level)
    • 67. Non-phone – Cycle time : Length of time to process
    • 68. Non-phone – On time : % on time to the targeted cycle time
    Cost:
    • Cost per call to go down
  • 34
    Definition of Quality
    In our organization “Quality” plays a major role and it means continual improvement.
    If we declare that we have “Quality”, it means there is also “Quantity”.
    So the motto of the Quality Department is “constant improvement in quality as well as in quantity”.
  • 69. 35
    Projection for 1st Quarter
    Conduct pre transition
    Audit 15 days before go live
    to check the readiness of the
    process and close the
    gaps identified.
    Study the process clearly and
    frame the monitoring and other
    formats and derive metric score
    card for the process.
    Ensure complete
    process documentation
    before go live.
    Workout on action plan
    along with the operations
    in case of any dip in
    quality metrics as well as
    compliance.
    Perform effective
    transaction monitoring
    process based on compliance
    and customer satisfaction.
    Provide effective feedback and
    ensure there is no repetitive
    errors as well as zero down
    the errors completely.
    Workout on corrective
    and preventive actions
    if there is any out of
    triggers and ensure
    the process is achieving
    client defined targets
    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.
  • 70. 36
    Transaction Monitoring Methodology
    • Shadow Monitoring
    • 71. Recorded Call – Review
    • 72. Online Call Monitoring
    • 73. Self- Monitoring
    • 74. Mock Role Play
    • 75. Customer Satisfaction Survey
    Recorded
    Transaction
    Review
    MONITORING
    CALIBRATION
    Call Types for Monitoring
    Random Calls
    Product / Process Specific
    Performance Segment wise
    Complaints / Customer Dissatisfaction
    Escalated Calls
    Call Backs
    Repeat Calls
    Training batch wise
    Conduct weekly transaction Calibration Audit
    Involve client / supervisors / quality analyst for the Audit
    Measure and document understanding
    Verify & clarify understanding
    Report & document process and product changes
    Incorporate changes to evaluation / criteria
    Report call types & performance segment for future evaluation
    Feedback & Improve
    Report & Review
    • Online Recording/Evaluator
    • 76. Key Performance metrics Reporting
    • 77. Top Calls & call takers
    • 78. Trend & Analysis reporting
    • 79. Hot Key (commonly used Idiom,
    phrases, expressions, lingo, etc.,)
    • Measure Progress
    Individual
    • Review findings with Agent
    • 80. Document individual action plan
    • 81. Coach / Council for improvement Group
    • 82. Identify common issues (Pareto)
    • 83. Conduct Root Cause Analysis
    • 84. Action Plan for improvement
    • 85. Communicate for implementation
  • 37
    RESPONSIBILITIES OF
    QUALITY ANALYST
    FEEDBACK
    REPORTS
    MONITORING
    CALIBRATION
    Transaction Monitoring Contd…
  • 100. 38
    Transaction Monitoring Contd…
    Objective
    Continuous improvement of the overall customer experience
    Inter-departmental communication and information sharing
    Constantly refine, optimize processes and procedures
    Monitoring
    Training, coaching, mentoring
    Development consistency
    Mutually developed quality scorecard
    Complaint Management
    Ownership for resolution
    Resolution
    Prompt follow-up
    Clearly defined escalation procedures
  • 101. 39
    Thank Youwww.ampoweroutsourcing.org