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Fusion Bpo Services, Inc


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  • 1. Fusion BPO Services, Inc Fusion BPO Services Fusion BPO Services Fusion BPO Services Global Headquarters Canadian Headquarters Indian Headquarters 2500 Plaza P.O Box 215 9, Syed Amir Ali Avenue, 5 Harborside Financial Center 32 Queensway Industrial Park Kolkata, WB Jersey City, NJ 07311 Grand Falls – Windsor, NL India 700 017 United States of America Canada, A2A 2J7 Telephone: +91 333 053 0507 Telephone: 1-732-334-0840 Facsimile: +91 332 281 2972 Facsimile: 1-208-439-1263
  • 2. Content Chapter 1 Process Flow 3 Chapter 2 Training & Learning 6 Chapter 3 Quality Management 14 Chapter 4 Security Management 17 Chapter 5 Transition Management 22 2
  • 3. Fusion Process Flow 3
  • 4. Overview Fusion’s operational approach is based with the stress being on getting maximum productivity using cost-friendly methods; the focus on the primary goal of providing quality results is not forgotten. At Fusion, we replace usually followed hierarchies by more process-specific guidelines with each person working as part of a unit and each unit being independent, but contributing to the company as a whole. • Our operating approach is designed to meet the challenges of minute-to-minute transactional intensity, scalability and process improvement • Effective one-on-one coaching of agents in small teams (5-7). Coach responsible for own & team target. • Shift HR/Admin Manager is responsible for Employee Satisfaction (ESAT), Attendance, Attrition, Counseling etc. • Process Engineering Team conducts continuous improvement projects and shares best practices across programs. • Customer Management focuses on customer interaction and management. • QC Team is responsible for process audits/QA, Quality training and feedback to Coaches/ Process Engineering Team. 4
  • 5. Process Flow Planning The entire process is planned to suit the needs of the project size and sale requirements. A hypothesis driven approach is developed with attention given to details at the minutest level. Training We define the essential needs of training and the standards for trainer certification. A tollgate approach to evaluation and a simulation of the actual process helps our employees maintain the standards of quality and productivity that we adhere to. MIS/Analytics Management Information System (MIS) is an automated system that collects, manipulates, and disseminates data or information in a user-friendly format. We detail MIS requirements, define exception formats and make information available online and to everyone as and when it is entered. Floor Management We define and implement visual aids and develop the online FAQ/Knowledge base. A “Quality Circle” approach to team briefing is followed with a Daily Exception Report from MIS/Analytics. Daily tasks are assigned to the coaches/performance enhancement team. Fusion guarantees all its customers a performance level that is unsurpassable Performance Management This involves formal re-training based on weekly performance scores encompassing SLAs and call monitoring. Also, compulsory knowledge assessment tests for all agents and coaches are carried out every month to keep them up-to-date with changes in the system if any. The agents also undergo a continuous and ongoing refresher course. 5
  • 6. Fusion Training & Learning 6
  • 7. Overview Fusion has a well designed training module that helps the agents to overcome their areas of opportunities and proceed in the success of the campaign. Coaching is a process in which conversation is focused on guiding changes in agent’s behavior to improve results. Coaching conversations are unique, because you plan and structure them to support both the short and log term development of agents. Deep rooted focus on training as in Process and Products besides its emphasis on Voice and Accent makes the procedure full proof. Thus there is an additional value beyond the generic cost saving factor. Fusion incessantly strives to replicate the international standards pertaining to the global certifications like COPC, CMM and others. 7
  • 8. The overall Training for Support Professional curriculum consists of: Module 1: Communication Fundamentals 1. Managing Customer Perceptions • Factors that contribute to successful customer perceptions • The value of gaining customer feedback, including complaints • How to manage and modify customer expectations 2. Making Communications More Successful • Engaging customers in ways that improve focus, involvement and positive interaction • Indicators of successful communication • Paraphrasing techniques o Achieving clarification o Demonstrating interest • Barriers to communication and how to overcome them 3. Effective Listening Skills • The impact effective listening can have on business communication and business success • Reasons for selective listening • How to keep the customer’s attention • Five realities associated with effective communication • Rules of cross-cultural communication • Keys to better listening • Techniques for increasing your attention span and staying tuned-in to the customer 4. Adapting Communication Styles to Customer Knowledge Levels • The four levels of learning • Matching communication strategies to learning levels in order to enhance problem resolution and optimize results • Applying the cycle of learning to your own professional development and skill building 5. Recognizing Energy Profiles in Communications • "Energy profiles" used for information input and processing • How energy profiles effect the professional's ability to communicate with others • How to manage the stressors associated with each energy profile to increase communication success Module 2: Information Gathering for Problem Resolution Four types of questions that help to maintain call control • Questions to overcome the customer’s or your own assumptions 8
  • 9. • Types of information gathering approaches o Situations appropriate for each • Structured problem statements • Questions that clarify customer situations Module 3: The Structured Call - Beyond Communication Basics 1. Telephone Communications • Building rapport o Making the caller feel important o Increasing cooperation • Call documentation o Each of the required elements • How to conduct professional holds • How to conduct professional transfers • Strategies for dealing with persistent callers • Effective disengagement techniques • The well-structured conclusion process 2. Online Communication • Three rules of protocol that ensure professionalism online • The five elements of clear writing • Objectives in writing a complete, professional online response • Rules of grammar Module 4: Dealing With Challenging Customers 1. Negotiating Strategy • Rules of a good negotiating • Methods for setting a positive tone • How to gather information for clear negotiation • Three negotiation points of leverage • Commonly used tactics and styles used in negotiation • Six phases of negotiating that result in a win/win problem resolution • Techniques used to elicit a yes response 2. Difficult Customers • How understanding the stages of conflict can help you to anticipate and avoid difficult situations • Tactics for managing customer anger • The types of difficult customers and how to manage each • Positive and negative trigger phrases that prevent or create conflict 9
  • 10. 3. When and How to Say No • Five objectives that enhance your ability to effectively and professionally say no to a customer • Dealing with the customer who refuses to take no for an answer 4. Escalation Process • Situations that merit escalation to the next level • Developing a clear handoff procedure • Factors that determine when to escalate Module 5: Maintaining Confidence and Credibility 1. Objectives that must be met to achieve effective customer support 2. The meaning of transparency and how it relates to customer support 3. Confident approaches to answering questions, even when you don’t have the answers 4. The difference between lying and withholding company information from the customer 5. Telling the truth without being transparent • Responses to customer questions that can "put you on the spot" Module 6: Benefits and Challenges of Teamwork 1. Attributes of effective team decision-making 2. Keys to successful teamwork 3. Methods for handling the challenges of teamwork 4. Teamwork barriers and how to overcome them 5. Advantages and disadvantages of teamwork Module 7: Personal Development 1. Basic Organization and Productivity • Using the SMART format to ensure they goals are realistic and achievable • Circumstances in which team synergy is effective • Examples of a daily time management plan 10
  • 11. 2. Stress Management • Factors leading to burnout • Practical techniques to relieve job stress The overall Training for Support Management curriculum consists of: Module 1: Executive Leadership and Behavior • Managerial systems that make up the foundation of an effectively managed support organization. • The benefits of a values system in a knowledge organization • How to employ the REM (Resourceful, Evaluative, Maximizing) Model o Managing performance issues o Managing motivational issues • Planning for change • Assessing the impact of change on the support operation • Assessing the business maturity levels of subordinates Module 2: Understanding the Service Product • Service products v.s. tangible products o Similarities o Differences • The unique nature of service products • The nature of support solutions as service products • Managing for quality in the design, development and delivery of the Knowledge Product • The open systems view of Customer Support Center Management • Key differences between support agent solution delivery and customer self-service • Support organization terms defined o Knowledge o Service Product Module 3: Managing Strategically • How to categorize support offerings • Determining the strategic relevance of support offerings • Communicating support offering categorization and relevance to subordinate support practitioners • How support offerings contribute to the overall strategies of the organization, and how to communicate these contributions to stakeholders • Designing service strategies that compliment the company’s product strategies • Defining and aligning support strategies and operations with corporate strategies Module 4: Decision Making in the Support Organization • Production resources of the support center 11
  • 12. • How decisions affect the production resources of the support center • Factors that impact decision-making; how to recognize and assess them o Risk o Bias o Past experience o Political environment • Decision-makers; how to determine who makes what decisions o Individual o Team o Manager o Outside entity • Empowerment in the support organization o Defining levels of empowerment for each individual o How to change levels of empowerment • Analyzing the costs and benefits of decisions o Centralized decisions o Decentralized decisions • Elements of a sound decision making process • How to identify and select the best-fit alternative when dealing with multiple criteria o Using a multi-criteria decision tool Module 5: Customer Focus and Satisfaction • Formulating customer satisfaction survey questions to elicit customer responses of greatest meaning, insight and value to the operation • Important characteristics of an event survey • How to avoid the most common event survey pitfalls • Tools that are useful in analyzing survey data • The three survey questions that comprise a useful customer loyalty index • Analyzing case study information • How to identify process and data anomalies • Recommending remedial actions Module 6: Performance Measurement and Metrics • Characteristics of a good performance system • Characteristics of a good performance metric • Determine whether a correlation exists between two metrics • How to measure the strength and direction of metric correlations • The four pillars of a Balanced Scorecard system • Including key performance indicators as part of a Balanced Scorecard system Module 7: Training and Career Development Plans • The manager's role in employee training • Determining exactly what employees need o When to employ training o When to employ performance coaching 12
  • 13. • How to develop objectives for training • Creation and review of individual training and development plans Module 8: Hiring for the Support Center • Developing the selection criteria for an open position • Steps in the hiring process • Employing a systematic approach in interviewing Module 9: Performance Management and Employee Retention • The role of the manager in employee performance • Calculating the cost of attrition • Calculating the cost of performance management • Balancing the costs of attrition against the costs of performance management • The Coaching Analysis techniques • Coaching Analysis in managing performance problems • How to conduct face-to-face discussions with problem employees Module 10: Operations Management and Productivity • Operations analysis tools used to manage the support center operations • How to conduct a statistical process control analysis of the incoming calls in your support center • Factoring in learning curve analysis when planning for call center staffing • Key considerations when scheduling support representatives • Scheduling support representatives in a demand environment • Creating a staffing plan • Using the M/M/s queuing model to determine the required staff for a real time call center Module 11: Financial Management and Annual Operations Planning • Basics of support center budgeting and cost variance analysis o Actual expense v.s. annual planned expense o Calculating YTD and projected expense variances o Generating a Going-Rate analysis of an annual expense plan • Calculating Net Support Profit and Net Support Profit Rate • Forecasting o How to create a linear forecast and an exponential forecast from recent historical data o How to determine whether a linear forecast or an exponential forecast is the best fit for your historical data o Calculating a seasonality adjustment rate o Generating a seasonality rate adjusted linear and exponential forecast • Measuring the relative value of current and future cash flows • How to develop a cost-benefit analysis and determine the Net Present Value of a project, future investment, or purchase 13
  • 14. • Cost benefit simulation; how to determine the likely outcome distribution of a proposed project Fusion Quality Management 14
  • 15. Quality Objective Quality is the platform toward success and the means of achieving higher customer satisfaction levels. Quality initiatives are powered by comprehensive, time-tested collection of process matrices, methodical research and statistical process control techniques toward driving improvement at every stage. Customer Satisfaction being the primary focus, Fusion believes and implements quality systems, processes with a globally acclaimed structure. For BPO endeavors Fusion have a strong productivity metrics, zero error scope and delivery models maintaining stringent turnaround time. Strong feedback procedures, team play and continuous enhancement models compliment the service delivery. There are three key elements of quality: customer, process and employee. Everything we do to remain a world-class quality company focuses on these three essential elements. The Customer Delighting Customers Customers are the center of our universe: they define quality. They expect performance, reliability, competitive prices, on-time delivery, service, clear and correct transaction processing and more. In every attribute that influences customer perception; we know that just being good is not enough. Delighting our customers is a necessity. Because if we don't do it, someone else will! The Process Outside-In Thinking Quality requires us to look at our business from the customer's perspective, not ours. In other words, we must look at our processes from the outside in. By understanding the transaction lifecycle from the customer's needs and processes, we can discover what they are seeing and 15
  • 16. feeling. With this knowledge, we can identify areas where we can add significant value or improvement from their perspective. The Employee Leadership Commitment People create results. Involving all employees is essential to our quality approach. We are committed to providing opportunities and incentives for employees to focus their talents and energies on satisfying customers. Fusion Approach Stage I - REP assessment before hitting the process Stage II - Explanation to REPS what is critical to Quality for a process Stage III - Assessment of REPS on the process/calls Stage IV - Feedback Mechanism and Cycle Stage V – Calibration Stage VI – Updates Releasing Method (Memo / Advisory / Signoff) 16
  • 17. Fusion Security Management 17
  • 18. At Fusion, Our professionals understand the call center security needs critical to every high- performance business and the Security Management is a process driven approach that significantly enhances the call center security of our IT infrastructure from internal and external threats using researched processes, procedures and tools. Our call center security matrix consists of integrated solutions leveraged using deep industry knowledge and tailored to suit the distinctive needs. Our comprehensive call center security systems integrate all security components and business systems for a reliable and secured approach. Employee portals, knowledge management systems and e-mail systems constitute much of an enterprise’s potential vulnerability; our call center security system supports the unique business challenges by providing vital services: Proactively dealing with potential call center security issues at the planning and contractual stage including authentication, identification, authorization, access control, confidentiality and integrity Monitoring the call center security implications of the outsourcing partnership during the lifecycle of the contract, this involves several steps including accountability, audit, intrusion detection, .non repudiation and availability. Recognizing the response to methodology through triage, recovery, reliability and implementing the necessary corrective action Our Call Center Security Lifecycle Our call center security is integrated security architecture designed, built, tested and deployed in compliance with security requirements and we at Fusion understand that Security must be 18
  • 19. designed into solutions then managed proactively to maintain business reliability and availability and to meet regulatory compliance. We plan • Asset Identification & Valuation • Threat & Risk Assessment • Security Architecture • Security Policies • Security Tools We deploy • Vulnerability Analysis • OS Hardening • Security Architecture Deployment • Security Policy deployment • Security Tools Deployment We manage • Proactive monitoring • Incident handling • Security team • Vulnerability updates & Patches We review • Vulnerability Assessment • Security Architecture review • Security policy review • Penetration testing 19
  • 20. Our Call Center Security Infrastructure consists of: Cisco PIX firewall in fail over mode Secure Web Site SSL Empowered Encrypted & Secured Credit Card Transaction Platform Data Security & Privacy for Customers Secure VPN communication Mcafee Enterprise suite for Virus prevention and cure Spam filter for Internet access & mail server URL filtering application from surf control Intelligent Disaster Recovery Option for speedy recovery Physical access controlled by logical access control VLAN based network (for different groups, processes, servers, etc.) Data Access based on Layer 3 access lists for communication across VLANs Restricted Internet Access based on Domain Authentication Logging of Internet Access at user level No Mail & Internet access at Agent’s desktops Profile based Desktop access, which allows access to only required minimum applications. Centralized server based storage. File system access policy based on user authentication With our proactive security management program in place, your business can gain immeasurably, we: Minimize downtime caused by Security attacks, and thereby minimizing damage to your business Make security incidents and crisis management decisions based on real-time Prevent or minimize the global spread of security attacks Capture internal information for security audits and regulatory compliance Focus on business operations, not security incident recovery 20
  • 21. Technology Highlights:  Aspect Unified IP Solutions  Stratasoft Call Center Solutions  Advanced MPLS Network  Cisco Switches and Routers  Automated Call Distribution (ACD) using skills and queue based routing  Outbound call center solutions including predictive dialing  Interactive Voice Response ( IVR) for self-service or automated messaging  Call Recording and Quality Monitoring  Virtual Management and Reporting  Email AND Web Chat Solutions  Comprehensive Physical Security and Data Security  Redundant telecom circuits  UPS and Generator power backup  The Business Continuity and Disaster recovery plans 21
  • 22. Fusion Transition Management 22
  • 23. Transition Management Services Overview Our Transition Management Services are designed to help companies reduce call center management and training costs by transitioning services to reliable, professional and cost effective service providers in India. This effective transition management creates adapted customer service processes that are delivered to you in an offshore model. The Transition model is structured to minimize business service level inefficiencies during the transition of a process from the customer location to the location in India. This is done by using structured training methodology to speedily transition key business processes of the customer to India. Leveraging best practices from previous transitions, combined with fast vendor selection, enables more time to be spent on critical transition planning and execution. The benefits of a dedicated offshore center are clear: sustained knowledge retention, better rate negotiation, speedier ramp-up times for new projects and increased productivity. We fit this description, as we have the experience of working with buyers of third party contact center services and in optimizing solutions from both business and IT perspectives giving you the best transition management there is on offer. Transition management is structured to minimize business service level inefficiencies during the transition of a call center process from the customer’s location to our location in India. Time frame - Entire process transition Our Transition Management, staffed with consultants and process specialists, lasts between 1-6 months depending on the size, maturity and integrative capacity of the parent organization. Objectives of Transition Management Define and plan resources for the transition clearly identifying the activities, timelines, roles and responsibilities and monitor the engagement on an ongoing basis. Detailing of process, technology and infrastructure (‘As Is' and ‘To Be') and actual transition. Verify operational design of specific processes identified to be suitable for offshore process delivery. Overall methodology for the transition process Our transition management gives rise to a mature four-step transition process that includes: 1. Project Planning 2. Process Definition 3. Transition Planning 4. Design Verification 23
  • 24. Stepwise result of Process Transition Each of the four steps yields a tangible result that enhances the success of our transition management and the further implementation of the project. These are: 1. Project Plan Document 2. Process Document 3. Initiate Pilot process 4. BAU / Full Rollout process What does each step of the process broadly cover? 1. Project planning includes the following steps in the transition process • Project team set-up • Tollgate dates defined • Communication plan established • Sign-off authority established • Resource requirement checklists defined 2. Process definition encompasses the following definition markers • As-is mapping • Base lining / Benchmarking • Understanding technology interface • Detailing adapted processes/Technology • Validate FTEs / detail training needs 3. The Core issue of Transition Planning covers the following • Site readiness gap analysis • FMEA / Risk mitigation plan • Detailing MIS / Reporting requirements • Internal sign-offs • Finalize transition document / Customer sign-off 4. Design verification, the final stage in the Transition process has the following steps to be implemented • Pilot monitoring • Improvement areas identified • Implement corrective action • Establish SLAs / Customer sign-off • Ramp – up 24
  • 25. Project planning entails Here the feasibility of outsourcing the process and understanding business competencies is studied. Once this has been done pre-analysis is conducted to identify and prioritize processes to be transited. The next step is broken down into the following specifics. 1. Project team Set-up • Team Selection • Roles and Responsibilities • Project Briefing 2. Define Tollgates • Identify key Activities • Define internal/ external sign-off's for activities • Develop PERT chart • Internal sign-off (Timelines) 3. Communication Plan • Information flow within project team • Information flow with customer • Escalation mechanism • Review Mechanism 4. Sign-off Authority • Identify customer interface • Define sign-off mechanism 5. Resource Checklist A Resource checklist encompassing: • Process (P) • Hiring (H) • Training (T) • IT / Telecom (I) • Facility (F) • Quality (Q) • Legal (L) • Compliance (C) • Risk (R) • MIS / Reporting (M) 25
  • 26. Clarifications and Response Should you have any questions regarding this document or you need any information about Fusion, please feel free to contact us Contact for further information: Ashraf Imran –Business Development US Number: 1-866-581-0038; 1-732-334-0840 Extn: 2003 Fax: 1-208-439-1263 Mobile: +91 9836 149748 Email id: 26