Business Process Outsourcing   Business Process Outsourcing (BPO)   VADS Accelerating Customer Delight                    ...
Business Process OutsourcingVADS Group                               A   Company
Overview   Our focus is to empower businesses with value-based innovative   solutions and services by offering our experti...
One of Malaysia’s leading Managed ICT & BPO ServiceProvider                                                               ...
Our Credentials  With 20 years experience     in the ICT industry, and         now powered by the largest telecommunicatio...
VADS Bhd provides a total outsourcing solution by integrating People, Process, and                                        ...
VADS offers cost-effective and seamless ICT solutions foroptimum performance in today’s fast paced business environment;po...
Business Process OutsourcingVADS Business Process                               A   Company
Introduction to VADS BPO   • VADS BPO started its operations in contact center services in 2004.   • Our first customer is...
VADS BPO Milestone                                                                                                        ...
VADS BPO Customer Management have solutions forall phases of the customer life-cycle                               Revenue...
Currently handling over 60 mil customer contactsacross 11 delivery centres                                                ...
VADS BPO Solutions        Contact Center                    Transaction Process                         Human Capital     ...
Integrating VADS contact centre methodologies with clientprocesses to enable your business objectives                     ...
Selecting the right people is key to performance andretention                                                             ...
An operations model that balances service and quality performance                                                         ...
Voice of the customer analysis for improved decisionmaking and overall business improvement            QA findings        ...
Strategy alignment and governance                                                 Streamlining The Business Direction     ...
Our contact center facilities                   Contact Centre                                                Contact Cent...
Our contact center facilities                 Discussion room                                                    Technical...
Environment for performance                                                                                               ...
Applications and databases hosted at our Tier 4 ready data centre  • Login & Passwords                                    ...
Client’s information is secure with VADS                                                                      Data Securit...
Throughout the project start-up period, changemanagement is an area that is carried out across  Project  assessment       ...
Implementation governed by strong projectmanagement principals  Phase                 Project Initiation                  ...
Business Process OutsourcingOur BPO Experience and Credentials                                     A   Company
Strong experience across industries   Telecommunication   Financial Institution   Consumer   Government                   ...
Case study on performance turnaround through concertedchange management during migration     Client:                      ...
Case Study: Retail Segment     Client:                                                              Before:               ...
Case Study: Leading Mobile Operator in Indonesia     Client:                                                              ...
Case Study: Internet Service Provider Malaysia     Client:                                                              Be...
Over 20 accolades yearly, recognition across the globe                                                                    ...
CCAM Contact Center Awards 2010 (Malaysia)         INDIVIDUAL AWARDS WINNERS                                              ...
CCAM Contact Center Awards 2010 (Malaysia)         CORPORATE AWARDS WINNERS                                               ...
APAC Contact Center Awards 2010 (Regional)         INDIVIDUAL AWARDS WINNERS                                              ...
World Contact Center Awards 2010 (Global)                                                                                 ...
Thank YouVADS Berhad (208739-W)No. 1, Jalan Tun Mohd Fuad   Name: Mas Adli Mohd Abu BakarTaman Tun Dr. Ismail60000 Kuala L...
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VADS Company Profile

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VADS bring together People, Processes and Technologies to enable effective and dynamic use of information and communications. Our focus is to empower businesses with value-based innovative solutions and services by offering our expertise.

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VADS Company Profile

  1. 1. Business Process Outsourcing Business Process Outsourcing (BPO) VADS Accelerating Customer Delight A Company
  2. 2. Business Process OutsourcingVADS Group A Company
  3. 3. Overview Our focus is to empower businesses with value-based innovative solutions and services by offering our expertise in the area of: • Business Process Outsourcing • IT and Hosting Services • Managed Network Services People We bring together People, Processes and Technologies to enable effective and dynamic use of information and communications Process Technology A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  4. 4. One of Malaysia’s leading Managed ICT & BPO ServiceProvider Standard Certification  Established in 1991 from a joint venture between IBM Global Network Services and Telekom Malaysia 074-A Berhad (TM) Technology Partners  VADS became a wholly owned subsidiary of TM in 2008 Contact Centre 5th Global Emerging Contact Centre World Association Malaysia Global Service Index Knowledge BPO Awards 2010 (CCAM) Awards 2010 Awards 2009 Organization (GEKO) Best Contact Center; Best Outsourced Service Best Company Image Awards 2009 Technical Helpdesk Contact Centre Potential Category Computerworld Choice Frost & Sullivan 2008 Cisco 2009 Frost & Sullivan 2009 Awards 2009 Data Communications ICT Top Managed Service Managed Service Data Centre Provider of Service Provider of the Partner Awards Provider of the Year the Year Year A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  5. 5. Our Credentials With 20 years experience in the ICT industry, and now powered by the largest telecommunication player in the country, VADS is the preferred partner for most organisation across industries. A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  6. 6. VADS Bhd provides a total outsourcing solution by integrating People, Process, and Technology supported by TM’s connectivity. A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  7. 7. VADS offers cost-effective and seamless ICT solutions foroptimum performance in today’s fast paced business environment;powered backed end by the largest telecommunication player in thecountry. Network Value Business Process DC & Hosting IT Services Added Services Outsourcing Data Center HQ ICT & BPO Branch HSBB Voice, IPVPN Data, PSTN INTERNET Internet A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  8. 8. Business Process OutsourcingVADS Business Process A Company
  9. 9. Introduction to VADS BPO • VADS BPO started its operations in contact center services in 2004. • Our first customer is TM NET with 30 seats operating from the first floor of Plaza IBM, a team of 60 staff to handle Level 1 Technical Support for Streamyx. • 7 years later, with more than 6,000 staff, answering 6 million calls a month, VADS BPO is an MSC Company, largest in Malaysia. Contact Center Outsourcing A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  10. 10. VADS BPO Milestone 2011 Launching of: 2010 • Ministry of Education & • Tabung Haji contact center • Provided BPO Services to TM Fixed line 2009 • First Offshore Client, Singapore’s Primary Mobile Communications Service Provider • First US Client -- Providing Inbound Tech 2008 Support, as well as Knowledge Base • Regional Presence in two (2) sites in content development Indonesia: Jakarta and Yogjakarta 2007• In-sourcing; Customer Care• 600 CSR’s Recruited and Trained• Achieved a Customer Satisfaction Index Rate of 2006 • First CCAM Prestige Award for more than 85% Most Significant Improvement• 9 months - Turn around time • Facilities and HR Management; 2005 20 Seats and 20 FTE’s 2004 • VADS eServices was born • 30 Seats and 64 CSR’s for Inbound Tech Support A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  11. 11. VADS BPO Customer Management have solutions forall phases of the customer life-cycle Revenue Generation Revenue Protection Support Survey Loyalty Up-selling Retention Welcome Win back Collections Lead generation Service Management A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  12. 12. Currently handling over 60 mil customer contactsacross 11 delivery centres UNITED KINGDOM CHINA UNITED STATES TAIWAN MALAYSIA Delivery Centers (Malaysia) Penang (110 seats) SINGAPORE Delivery Centers (Indonesia) Kuala Lumpur (3,000 seats) Malacca (60 seats) Kuching (160 seats) Client Base Account Management Base INDONESIA Center of Excellence (Telemarketing) Jakarta (140 seats) Center of Excellence (Customer Service) Yogyakarta (290 seats) Center of Excellence (Telecollection) A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  13. 13. VADS BPO Solutions Contact Center Transaction Process Human Capital Facilities and Knowledge Process Outsourcing Outsourcing Management Technology Outsourcing Outsourcing INBOUND DATA ENTRY AND TALENT SOURCING OFFICE SUITES BUSINESS ANALYTICS • Customer Care PROCESSING • Profiling • Location suitability • Reporting Analytics • Technical Support • Data verification • Recruiting index • Predictive Analytics • Fault Reporting • Office space and SALES VALIDATION TALENT DEVELOPMENT Workstation OUTBOUND PROCESS • Training • Facilities Management MARKET RESEARCH • Tele Sales • Talent Management • Mystery Shopping • Tele Marketing • Performance TECHNOLOGY • Data Analysis Services • Tele Collection Management • Hosted contact center technology • Telephone Account • Disaster Recovery Mgt Contact Center A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  14. 14. Integrating VADS contact centre methodologies with clientprocesses to enable your business objectives Operation Processes • Managing change • Quality and knowledge management • Scheduling and forecasting • Measurements and reporting Cost Efficiency Client Human Capital & People Management Business • Recruitment Processes • Training and development • Skills verification and performance appraisal • Motivation and culture Excellent CSAT Contact Center Technologies • Voice and telephony systems • Workforce management system • Quality management system • Customer relationship management system Business Values Contact Center Facilities • Workstation and desktops • Training and meeting facilities • Network and hosting • IT and security • Recreational facilities A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  15. 15. Selecting the right people is key to performance andretention Profiling Profile for Inbound Agent Career Recruitment • Good listening skills Development • Customer service oriented • Culturally immersed • Full suite of product Motivation knowledge Training and Culture Next-gen Agent Performance Skills • Persuasive Appraisal Verification • Objection handling skills • Self motivated • Aggressive sales mindset • Team player and target Mentoring Development driven Coaching A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  16. 16. An operations model that balances service and quality performance Contact Center Professionals Team Leaders Operations Manager Operation Support Knowledge & Development Human Capital Governance Management Quality Assurance Recruitment and Hiring IT Technical Support Training and Development Reports and Analytics Human Capital Management Workforce Management Knowledge Management CSAT Quality Speed Service Cost • Customer Satisfaction • Transaction • Service Level • Contact Resolution • Cost per transaction • Net promoter score Monitoring • Abandon Rate • Average Handle Time • Mystery shopper • Process Level Audit Business Process & Procedures Technology Enablers A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  17. 17. Voice of the customer analysis for improved decisionmaking and overall business improvement QA findings Client systems Full-blown CSAT findings Reports and Recommendations Data Analysis • Root cause analysis Telephony • Drivers of customer satisfaction • Key quality markers • Product health reports A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  18. 18. Strategy alignment and governance Streamlining The Business Direction Monthly Quarterly Annually Monthly: Quarterly – Half Yearly: Annual Retreat: • Performance review • Business Review with • Finance, Corporate headed by VADS VADS VP Strategy, Reps from Operations GM • Client Management VADS Senior • Client Management Team Management Team Team • Marketing • Client Management Team 2 hours 4 hours 8 hours Annual Business Contractual KPI Quarterly Performance Review A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  19. 19. Our contact center facilities Contact Centre Contact Centre Contact Centre Operations floor Operations floor Operations floor A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  20. 20. Our contact center facilities Discussion room Technical lab Customized suite Pantry Operations floor Observation deck A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  21. 21. Environment for performance A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  22. 22. Applications and databases hosted at our Tier 4 ready data centre • Login & Passwords Data Center • No printing • Floor Space (2, 300sqf) • Require based access to Internet Equipment area Control • Use of encryption for network Room Staging Area session: 3DES, AES, SSL, Multi- • Continuous power supply - protocol fully backed-up by UPS and • Ongoing security and controls diesel power generator training for employees • Precision Air-conditioner(3 • Confidentiality and privacy units) - max 370,500 BTU/hr contract are signed by all • Fire-fighting System Heat employees sensors & smoke detectors • Multi-layer Antivirus Protection FM200 fire suppression • Virus scanning on Email system - covering 3 layers Gateway, Windows Servers, Exchange Mailboxes & Users Workstations Data Security A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  23. 23. Client’s information is secure with VADS Data Security • Logins & Passwords • No printing • Need based access to Internet • Use of encryption for network session: 3DES, AES, SSL, Multi-protocol • Ongoing security and controls training for employees • Employee confidentiality and privacy contract Network Security • Secure Shell (SSH) used for remote login and file transfer • VLAN technology and network segmentation • Multi-layer firewall implementation • Multi-layer Anti-virus implementation • Virus scanning on Email Gateway, Windows Servers, Exchange Mailboxes and Users Workstations • Intrusion Detection Systems (IDS) • Anti-virus systems and anti-spam protection Physical Security • Card Access System with PIN • CCTV • Locked Server Racks A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  24. 24. Throughout the project start-up period, changemanagement is an area that is carried out across Project assessment Finalize scope & requirements Contact center user requirement documentation Recommended processes & Reports & workflows CRM customization documentation SLA & key IVR customization performance & integration indicators Capacity planning & scheduling Human capital management Training program & quality assurance Operations management Change Management A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  25. 25. Implementation governed by strong projectmanagement principals Phase Project Initiation Project Planning Project Execution Project Closure 1. Project 1. Project plan 1. Build 1. Conduct pre- charter 2. Financial plan deliverables live checklist 2. Communicatio 3. Risk assessment 2. Perform time 2. Manage Go Live n plan matrix management 3. Sign-off 3. Project team 4. Customer 3. Perform cost handover Deliverables appointed handling SOPP management document 4. Project kick- 5. Technology plan 4. Perform quality 4. Project closure off 6. Hiring plan management 5. Hand-over to 7. Training plan 5. Perform risk operations 8. Knowledge and issue management management plan 6. Perform change 9. SLA/KPI and management reporting plan 7. Perform 10. WFM plan communication 11. Quality management assurance plan Time 1 week 2 week 5 weeks 2 week A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  26. 26. Business Process OutsourcingOur BPO Experience and Credentials A Company
  27. 27. Strong experience across industries Telecommunication Financial Institution Consumer Government A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  28. 28. Case study on performance turnaround through concertedchange management during migration Client: Before: Benefits Realized: A leading mobile operator in Service levels not Consistency in service Malaysia serving more than 8 met for more than 6 and quality million subscribers months consecutively Recognized at the Services: After: Achieved SLA world arena as having Customer care and tech support within 3 months a first-class CRM strategy Service Details Objective Benefits Obtained • Provide • Customer • Consistent customer satisfaction service delivery service from a was low and throughout the scalable the local country environment regulatory • Leverage on that can handle body was VADS proven increase in monitoring the operations and customer number of performance contact volume complaints and management • Operations dissatisfaction methodology to from 2 sites as of all mobile provide high BCP operators quality service to the end users A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  29. 29. Case Study: Retail Segment Client: Before: Cost Savings Realized: A leading retailer in Malaysia on Clothing, No proper tracking on Reduce in manpower for client Groceries and Other household items. Has customer’s transaction whereby previously one or 2 been in the market for more than 25 years staffs dedicated at each store to After: handle customer’s call Services: One stop customer voice Customer Service for Inbound, Outbound and processing center Back Office processing for Data Entry Objective of Service Details Benefits Obtained Outsourcing o Provide customer o A single partner that o Consistent service service from a will be able to reduce delivery throughout scalable environment the amount of asset the country that can handle and headcount o Removal of costs increase in customer required to provide associated to fixed contact volume customer services assets o Customer contact o Variable cost model o Leverage on VADS received via o Increase the level of proven operations telephone and email consistent customer and performance servicing management methodology to provide high quality service to the end users A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  30. 30. Case Study: Leading Mobile Operator in Indonesia Client: Before: Cost Savings Realized: A leading mobile operator in Indonesia (Top Not achieving SLAs 17% efficiency gain from 3) serving more than 20 million subscribers structured reduction in average handle time (AHT) Services: After: Customer service Dual site BCP Achieved SLA within 2 months of operations Objective of Service Details Benefits Obtained Outsourcing o Provide customer o A single partner that o Consistent service service from a will be able to reduce delivery throughout scalable environment the amount of asset the country that can handle and headcount o Removal of costs increase in customer required to provide associated to fixed contact volume customer services assets o Customer contact o Variable cost model o Leverage on VADS received via o Increase the level of proven operations telephone and email consistent customer and performance servicing management methodology to provide high quality service to the end users A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  31. 31. Case Study: Internet Service Provider Malaysia Client: Before: Cost Savings Realized: A major internet service provider Service Level achievement Overall, Service Level and below target Abandoned Calls performed Services: satisfactorily and on an Customer service for Inbound & Outbound After: improving trend. Service Level consistently achieved Objective of Service Details Benefits Obtained Outsourcing o Provide customer o Low abandon rate o Service level service from a and service level improved to 80% scalable environment o Non adherence to calls answered within that can handle schedule 40 seconds. increase in customer o High Absenteeism o Reduce call @ contact volume abandoned from 40% o Customer contact to less than 10%. received via o FCR improved from telephone 52% to 80%. o CCAM award – 2006,2007,2008 o Contact Center World Award – Asia Pacific – GOLD 2009 A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  32. 32. Over 20 accolades yearly, recognition across the globe A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  33. 33. CCAM Contact Center Awards 2010 (Malaysia) INDIVIDUAL AWARDS WINNERS GOLD Award Best Contact Center Manager Above 100 Seats BRONZE Award Best Contact Center Manager Above 100 Seats A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  34. 34. CCAM Contact Center Awards 2010 (Malaysia) CORPORATE AWARDS WINNERS GOLD Award Best Outsourced Service Contact Center Below 100 Seats SILVER Award Best Outsourced Service Contact Center Above 100 Seats Best Outsourced Service Contact Center Below 100 Seats MYSTERY SHOPPER AWARDS WINNER SILVER Award Best Outsourced Contact Center A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  35. 35. APAC Contact Center Awards 2010 (Regional) INDIVIDUAL AWARDS WINNERS (APAC Region Final) GOLD Award Best Contact Centre Leader GOLD Award Best Contact Centre Trainer CORPORATE AWARDS WINNERS GOLD Award Best Helpdesk Best Contact Centre Outsources (Under 50 Agents) Best Contact Centre Support Professional – Workforce Planning BRONZE Award HIGHLY Commended Best Recruitment Campaign Best Contact Centre Sales Agent A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  36. 36. World Contact Center Awards 2010 (Global) (World Talent-time Competition) Best Contact Center; Below 50 Seats (Outsourcer) Best Contact Center; Technical Helpdesk (Outsourcer) Best Workforce Planning Professional Best Trainer Best Contact Center Leader A CompanyThis information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.
  37. 37. Thank YouVADS Berhad (208739-W)No. 1, Jalan Tun Mohd Fuad Name: Mas Adli Mohd Abu BakarTaman Tun Dr. Ismail60000 Kuala Lumpur Designation: Marketing ManagerMalaysia Mobile number: +6 03-7712 8888vads@vads.comwww.vads.com Fax number: +6 03-7726 258403 – 7712 888803 – 7728 2584 (F) Email: mas.adli@vads.com A Company
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