Aegis Global Academy


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Aegis Global Academy (AGA is one of the leading Customer Experience Management institutes in India. AGA provides MBA equivalent service management course and 16 week management internship in the related industry.

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Aegis Global Academy

  1. 1. Innovate. Lead. Repeat. THE ICEM: (PGPSM) is the only program that also earns A BUSINESS SCHOOL FOR THE INDUSTRY, you practical work experience. Our syllabus BY THE INDUSTRY breakup of 65% practicals and 35% theory is also innovative. And our aim of creating Being the world’s first Institute of Customer 100% employment-ready professionals is Experience Management is not the only first something we plan to repeat year after year. we have to our credit. Our 15-month Post Graduate Program in Service Management MINDSET SKILL SET KNOWLEDGE DEVELOPMENT DEVELOPMENT DEVELOPMENT Certified Service Industry Internship Industry Vertical Foundation Professional up to 16 weeks Modules Covering Course in General • Banking Management in Certified Service Hands-on exposure • Retail Customization for Leader to management of • Telecom Service Industry Customer Contact • Insurance Channels • ITeS Co-designed & Professional co-delivered by ® Communication & ICEM, COPC and Selling Skills leading industry Designed & organizations. delivered by Designed & Designed & High performance IIM Indore delivered by SQC delivered by ICEM management in conjunction techniques programme with industry designed & delivered ® by COPC Inc. 65% PRACTICALS 35% THEORY 100% EMPLOYMENT-READY 6
  2. 2. THE MISSION OF ICEM  General Management curriculum with customization for specific industry verticals To promote and enhance the culture of  The General Management program is customer-centricity by equipping all designed and delivered by IIM Indore. persons across organization levels The program is delivered through engaged or wishing to be engaged in the classroom sessions and through live Services Sector with the right mindset, media stream skill set, and knowledge/processes thus enabling them to individually and  Faculty from IIM Indore will be teaching collectively contribute to the maximization the students at ICEM-Coimbatore of customer lifetime value and profits. campus and also through video conferencing  Aimed at creating professionals for the Services Sector, from India and abroad,  The program includes a campus visit to be productive from day one of to IIM Indore to attend classes as well employment as interact with faculty  The program is highly interactive  Curriculum to embrace mindset, by design skill set, and knowledge ethos to the optimal degree  Unique curriculum ranging across the  Targeted at potential/fresh graduates, aspect of customer experience and as well as employees with less than lifetime value management exclusively two years of experience, aspiring to designed by Service Quality Centre, build careers in the booming Singapore, and taught by the SQC Services Sector faculty for the first time in India  To enable students to succeed through  Process excellence curriculum pertaining industry vertical specialization to management of customer contact channels with specific reference to THE ICEM ADVANTAGE contact center operations to be designed and taught by COPC®, Inc. USA faculty  Curriculum tailor-made and vetted by on the Coimbatore campus leading industry sectors like Banking, Insurance, Telecom, ITeS, and Retail  Program structure, content, and teaching methodology validated by top organizations  Unique course in terms of time allocated across service industry verticals for practice vis-a-vis theory leading to strong operating skills  Rich and strong focus in the delivery model by leading industry domain experts 7
  3. 3. ADMISSIONS PROCESS the following supporting documents to the above mentioned address: Admissions are based on the overall score obtained on entrance tests 1. Application fee of INR 1200/- in the form (CAT/XAT/MAT), followed by the Star Profil- of a Demand Draft in favor of ing Test, work experience, academic record, ‘Aegis Aspire Consultancy Limited’, and personal interviews. payable at Mumbai (This is only in case you have not already paid the amount Test Centers (For Star Profiling Test at the time of purchasing the prospectus) and Personal Interview): 2. Photocopies of all mark sheets Ahmedabad, Bengaluru, Bhopal, (Starting with standard X, XII, and Bhubaneshwar, Chandigarh, Chennai, degree certificate) Cochin, Coimbatore, Delhi, Gurgaon, 3. Transfer certificate, if applicable Hyderabad, Indore, Jaipur, Jamshedpur, Kolkata, Lucknow, Mumbai, Noida, 4. Photocopies of CAT/XAT/MAT score card Patna, Pune. 5. Photocopies of Proof of Work Experience, Eligibility Criteria: if any Graduates in any discipline with 6. Identity Proof in the form of a Driver’s minimum 50% marks from any university License/Voters ID Card/Passport Copy recognized by the Association of Indian 7. Four passport-size photographs Universities are eligible. Candidates in their final year of graduation may also apply. IMPORTANT DATES How to Apply: 1. The Prospectus can be bought Last date of applying July 25, 2010 from select The Mobile Store outlets Star Profiling Test & To be informed for INR 1200/- cash and Aegis Limited Personal Interview through mail/ offices against a DD of INR 1200/- website within drawn in favor of “Aegis Aspire 7 working days Consultancy Limited”, payable at post receipt of Mumbai. Please find the city of completed your choice to get the address of your application form nearest outlet in the fees structure Class commence August 20, 2010 leaflet inserted herewith. 2. Download the application form from, Mailing Address: fill in the details, and mail the Please mail the Application Form, completed form along with the accompanying documents, and the required documents to the address Demand Draft to the following address: given below along with a DD of The Admissions Officer Rs.1200/- drawn in favor of Aegis Global Academy, “Aegis Aspire Consultancy Limited”, Institute of Customer Experience payable at Mumbai. Management, 3. Visit the Aegis Global Academy Essar House, website to apply online. No. 5 Ammankulam Road, P N Palayam, Documents to be Submitted: Coimbatore – 641 037 The application form should be duly filled in its entirety and must be accompanied with 9
  4. 4. ® COPC INC. STANDARDS IIM INDORE “Customer Operations Talking about associating Performance Center Inc. with the best in the industry, (COPC® Inc.) is the world’s IIM Indore probably does leading authority on customer contact not need any introduction. center and vendor management operations. Established in 1996, Indian The COPC® Inc. Family of Standards is the Institute of Management most prestigious and rigorous measurement Indore is the sixth in the system in the contact center industry and prestigious IIM family of management the only proven set of global best practices schools. The institute was chosen to be designed to reduce costs, improve set up in Indore to give an impetus to efficiency, boost customer satisfaction, and management education in central India increase revenues. COPC® Inc. is bringing and has ever since been acting as the their knowledge and expertise to you by pioneer in the field of management, delivering their highly sought-after interfacing with the industry, government series- COPC® Inc. High Performance sectors and PSUs.The essence of Management Techniques Training – 16 management, IIM Indore believes, lies in modules of contact center management managing one's own ambitions and forging best practices, benchmarks, and detailed ahead consciously. "A strong theoretical “how to” training. Successful completion will foundation is the basis of good corporate give you the tools and knowledge for how practice." This principle, coupled with a firm to run a high performance contact center.” grounding in management as it is practised, THE WORLD-RENOWNED is the underlying theme of the flagship ® COPC FRAMEWORK Post Graduate Program (PGP). Spanning two years the program is benchmarked HPMT against similar programs of the best Method of Learning business schools in the world. Experiential learning, IT orientation, and social Best “Industry sensitivity are some of the unique features Practices Benchmark” of the programs. IIM Indore involvement would include academic sessions at IIM Indore campus session by  Customizing will share the “the best IIM professors visiting the Coimbatore practices “we have seen working with 1,200 customer contact centers in Campus and conducting live sessions 50 countries” involving VSAT and equivalent technology.  We will define “High Performance“and refer to this repeatedly.  These will be helpful in providing you with a modal for attaining High Performance  Represent the “the best seen COPC Inc.” from our detailed operational audits and reviews  Benchmarks include:  Performance data – A number (e.g., speed of answer)  Process- how to do things  Provide you with excellent comparative 13 data and ideas for improvement