• Company Overview• Company structure• Infrastructure and facility• Technology• BPO Projects• HR Practices, Recruitment &Training• Recruitment capability andpractices• Training paradigm• Performance mgmt & quality• IPR protection & security• Our value proposition.• Our commitmentAGENDA
COMPANY OVERVIEWEstablished in the year 1996.Containing 50 employees.We are into 4 main streams :TrainingConsultancyDevelopmentBPO ProjectsA center of innovations.Experienced Team, support.Strong Management Focus.•High skilled, vast experiencedomain expertise
INFRASTRUCTURE AND FACILITYINFORTE COR SOLUTIONSPVT Ltd.,100% power Back up from UPSMedical rest room, cafeteriaWell furnitured training room &work spaceCaptive generatorsHR admin roomCS admin roomT&D admin roomWell designed reception space.
PROJECT UNDERTAKENStart up TrainingMarketing PlacementBPO Projects IT project
TECHNOLOGYOne infrastructure setup of 50 seatsCertified LAN network cabling 24 hrs internet connection with up to 10Mbps bandwidth Power backup: Online UPS for servers & agent PCs 24 hrs Generator for infrastructure & facility Firewall for Security, Anti virus from Norton IT – Infrastructure modeled on in-house intranet portal, used forMIS/HRD and Operation
AdvertisementCo-branded adsEmployee ReferralsConsultants• 10 accreditedpartners aligned toour vision•Constant FeedbackDedicatedResourcingGroupProfileMatchingPreliminaryscreeningFunctionalKnowledgePersonalInterviewsBased on ClientInputs and ProcessesVerbal Reasoning Testand VoiceCommunicationGD, KB Skills, APTITest , Voice andAccent testOrientation ProblemSolving Capability,Overall Attitude &EnergyRecruitment Capability & PracticesOur multi-stage recruitment process ensures we have stringent quality controlwhile operating at large scale at all times
Campus DriveThe initial screening / written tests are conducted by us as per client Standards &RequirementsThe top candidates are short listed / lined up for final interview and selection.Based on the professional / location requirement of the Organization the suitable,Educational Institutions are short listed and sent for approval for conducting theCampus Drive at convenient datesA mutually suitable date is frozen in consultation with all stake holders and theprocess of selection will be completed.
RESUMEBUILDING &GD/PIEMBEDEDTRAININGAPP DEVTRAININGIT SKILLSBUILDINGSTATE OF THEMATERIAL DESIGNEDWITH INPUT FROMOVER 15 TOPCOMPANIESWITH THE REAL TIME / HARDCORE TRAINERSSPECIALLY DESIGNEDMATERIAL WITH REALTIME EXMPlsTRAINING ON SOFTWARELANGUAGESTRAINERS WITH BOTH TEACHINGAND INDUSTRY EXPERIENCETRAINING PARADIGM
PERFORMANCE MANAGEMENT & QUALITYTHE OBJECTIVES OF THE PERFORMANCE APPRAISAL ARE ASFOLLOWS:Provide feedback to the employees on their performance.Assessment of Training needs.Compensation(increment) decisions.
A Focus on Cost Savings to Client A Focus on Delivering Services That are World Class A Focus on Client Success Criteria Collaboration with Client on Key Initiatives Dedicated, Experienced Management Domain and Process Expertise Financial Strength Strategic Partnership Robust Quality Systems Proven Project & Service Management Methodologies Effective Transition and Implementation Model World-class InfrastructureWe are committed to delivering measurable business benefits to the ClientOur solution is characterized by:Our Commitment
Balanced Scorecard based on Stack Ranking3 42 1Revenue or Cost percontact, ROIRetention,LoyaltyPerformanceCustomer Satisfaction Financial PerformanceProcessesPeopleProduct / ServicePerformanceStaff MotivationIncentivesEmployee Satisfactionleading to Retention, Loyalty,GrowthVolumes,Productivity,Quality
Balanced ScorecardAccuracy of contact forecastTraining & documentationEmployee turnoverEmployee SatisfactionAccuracy and timeliness tomeet Contractual obligationProcess ConformanceTimeliness of reportsEmployee SatisfactionProductivityCall Abandonment rateAverage Handle TimeAverage Talk TimeAverage Hold TimeAverage Queue TimeAverage Speed of AnswerLongest Queue CallEnd to End Process AuditProduct PerformanceROIOverall operation costreductionOverall service EfficiencyPhone Utilization/OccupancyCost per call minutePeople productivity measuresFinancial PerformanceCustomer SatisfactionFirst Contact ResolutionTime to resolvePercentage of resolutionEscalation of unresolved toappropriate authorityCustomer call-back accuracyCustomer Experience AuditCustomer Satisfaction
IPR Protection and SecurityPhysical Security Restricted access to the production area Physical segregation of separate projects Separate visitor/ service entrance Secure server room with restricted accessLogical Security Network Security Role based access to servers Segregation of servers by function(i.e. development, testing, operations) Segregation of servers by customers and projects Restricted and controlled access to CD Writers. Password/ user ID based log in ISA driven authentication mechanisms FTP permissions to only authorized managers Logical LAN sub segments Audit trails Administrator/DBA autonomy for access Norton anti virus software Firewalls Back up / archival of critical software and all logical volumes
Achieving Mutual Success along with the ClientClient objectives• Cost-effective outsourcing solution• Higher productivity and efficiency in processes• Consistency in performance• Close working relationship with BPO partnerInfortecor solutions pvt ltd objectives• Extending the Relationship• Relationship with world-renowned client• From single-process to multi-processoutsourcingClient Benefits• Business process optimization byus• Immediate cost-effective results• A stable long-term relationshipwith steady improvement• Quality processes• Our 100% commitment to successOur Benefits• A steady, long-term process• Reference customer for BPO• Expanded service opportunities• Returns on investments made, throughlong-term relationship• Ramp-up opportunity for businessgrowth• Pride in working with on behalf of aworld class company like the ClientOUR VALUE PROPOSITION