SAPS XL Technologies is a business process outsourcing company headquartered in Kolkata, India that was incorporated in 2010. It aims to create an environment of optimal production balancing quality and quantity. The company provides various inbound and outbound outsourcing solutions using a world-class facility with redundant systems and has experience in processes like telemarketing, customer service, and technical support. It prides itself on seamless migration of complex processes and competitive costs.

1. Committed to excellence & growth

2. ABOUT SAPS XL TECHNOLOGIES Introduction Contact Center which develops and delivers end-to-end Outsourcing solutions. Partners clients globally to optimize their processes at lower cost. Process optimization and engineering without end user impact thus increasing revenue.

3. LOCATION

4. ORIGIN & JOURNEY Incorporated in September, 2010 with its headquarters in Kolkata, India. Company is a Private Ltd. Company headed functionally and strategically by the Director. One stop solution as a III Party Service Provider to all global clients for business process outsourcing. Currently one of the fasting growing centers in terms of revenue, client base and employee count. Current client bases in US, UK and Australia.

5. CORPORATE PROFILE Mission Statement Create an environment of optimal production levels balancing both quality and quantity. Strive for continuous process improvement and engineering through strong people and infrastructure processes of industry standards. Create a symbiotic relation between clients and self to ensure continued business and revenue growth for both.

6. CORPORATE PROFILE Core Values Integrity and ethical dealings in all business processes . Transparency across all levels including internal and external clients. Respect for individual. Informed and speed decision making targeting positive business trend. Seamless function and roles across organisation.

7. CORPORATE PROFILE Core Competencies Telemarketing of various products across global markets. Customer Care and Technical Support Helpdesk with seamless CRM integration. Internet Leads marketing and customer acquisition. Seamless migration of complex processes and transfer of knowledge base. Best in class contact center to handle high quality processes thus minimizing costs through efficient management.

8. KEY DECISION MAKERS Management Team Over 50 Man Years TOTAL WORKYEARS OF EXP Internal Clients Execution & Coach 25 years Operations and support function teams (Total) Internal Clients Internal Salesperson & Coach 7 years Sr Operations Manager Mr Seshadri Joddar Internal and External Clients Strategic & Internal Salesperson 9 Years Center Manager Mr Dipendra Pradhan Internal and External Clients Strategic 10 Years Director Mr Amit Chakraborty Business Relation Advocacy Position Experience - BPO Title Name

9. OUTSOURCING SOLUTIONS Inbound Services Answering Service Help Desk Service Customer Service Enquiry Service Order Taking Service Email Support Chat Support Outbound Services Back Office Services Appointment Setting Cross & Up selling Cold Call Selling Research & Surveys Lead Generation Outbound Technical Support Inbound Sales Order processing Billing Services Web Marketing

10. INFRASTRUCTURE Designed and managed as a world class facility. Seamless scalability in terms of volume, seats and manpower without any impact in existing business. Redundancy for all support systems. Redundant power, water and fire systems. 1:1 Disaster Recovery Plans rehearsed and audited periodically. Tested Business Continuity Plans.

11. TECHNOLOGY Internally managed DNC Server, Database Server, File Server, FTP Server, Proxy Server and CTI Server from trusted world class partners like Dell and IBM. LAN connection all computers with access control per employee levels with high-end CISCO Router & CISCO Switches for data security protected by Firewall and Antivirus. Digital Voice gateways. Sonicwall firewall protection. 6 MBPS leased line dedicated circuit with back up circuit. Multiple ISP’s and Voice Carriers for stability and maximum uptime. FTC compliant Touchstar hard dialer with various reporting, recording, monitoring and coaching features including predictive, preview, blended dialing capabilities. Primary Power Source Generator back up and UPS Network center.

12. NETWORK DIAGRAM

13. BUSINESS DELIVERY Business Case Analysis Preliminary Process Mapping Manpower Requirement Tech/Telecom feasibility Cost Benefit Analysis and Pricing Assumptions and Risk Analysis Compliance issues Migration plan Process Definition Project Plan Training Plan Communication Plan Detailed Process Mapping Setting Benchmarks SOP’s Pilot Monitoring Technology sign off SLA sign off Preliminary analysis to identify the areas for outsourcing. Day to day operation of the process in India Monitoring the process on the basis of the critical benchmarks agreed on with the Customer Business as Usual Inherent to our migration methodology is an assessment of potential inefficiencies Our migration methodology has been successfully deployed across various programs from various industries. The rigor and zero deviation of migration plan ensures smooth service delivery Solution Designing Process Migration Process Migration

14. HUMAN RESOURCES Recruitment All callers hired are high school graduates and above. We target and achieve a hiring ratio between experienced callers to fresher which are program specific. Supervisory, Support and Management staff is hired targeting the role and function with us considering his/her previous experience in similar environment. Multi level interviews. Program specific customized hiring wherein process centric skill sets tested.

15. HUMAN RESOURCES Reward, Recognition & Retention – 3R Multi level Incentive programs aligning to SLA’s and productivity. Bonus for impeccable attendance records and length of service to the company. Continuous feedback through various functions for job role improvement and career growth. Regular IJP hiring for lateral and vertical positions. Job role specific training programs and seminars to be attended to polish current skills and learn new ones. Personal Development Plan (PDP) to all employees by Line Managers and HR.

16. TRAINING & COACHING

17. PATH SO FAR Program Experience Cross Selling & Up selling. Trials and Memberships. Lead Generation. Debt Management. Technical Support Outbound Technical Support Helpdesk Email Technical Support Appointment Setting Telecom

18. LAST QUARTER AT A GLANCE OUTBOUND TRAFFIC

19. LAST QUARTER AT A GLANCE INBOUND TRAFFIC

20. LAST QUARTER AT A GLANCE MANPOWER & REVENUE TRENDS

21. WHY SAPS XL TECHNOLOGIES Adding Value & Satisfaction To End Customers Capacity For Growth & Scalability Competitive Cost Advantage with cutting edge technology Seamless Migration & Process Delivery Help us grow by growing yourselves

22. SAPS XL TECHNOLOGIES PVT.LTD. www.sapsxltech.com + 91 33 64525256 [email_address]