Transcript BPO - Amtex Systems

BPO Services
Index
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Company Overview
Business Portfolio
BPO Infrastructure
Services Provided
Risk Mitigation
Differentiators
Talent Acquisition & Retention
Our Clients
Management Team
Company Overview
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11 year old New York based company
60 Million USD annual Revenue
Business focus on BPO
2nd Largest privately held consultancy firm in New York
24/7 state of art call center in India
World wide offices with 1500 Employees
Business model can reduce cost up to 40%
Our Client base covers wide range of industries
Business Portfolio
Consultancy
¤ Have placed more than 750 consultants in diverse industries.
Software Testing
¤ State of art testing facility in Chennai employs 150+ engineers
and software professionals. Our clients include cutting edge
Business Intelligence companies and Data Integration solution
providers.
BPO
¤ We provide range of services from Tele-sales, Customer
Service, Loyalty / Customer Retention and Remote Technical
Support.
BPO Infrastructure
Amtex operates a scalable and robust technology infrastructure consisting of
proprietary and customer developed applications and a completely converged
secure global network.
All critical components have redundancy and are designed to seamlessly
allow redirecting traffic from one location to another. Amtex can integrate its
systems with their client applications to align with client business process.
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500 seats capacity call center in Chennai
In-built resilience to ensure 100% uptime
4 Mbps MPLS Bandwidth between Chennai and New York
6 Mbps Internet Bandwidth
16 x E1 = 480 International Voice Circuits
VPN Connectivity to clients for secured communication
Outbound capacity
≥ Predictive Dialer, Siemens EPABX and ACD, HP Enterprise Class
servers and Database for B2C and B2B campaigns
Inbound capacity
≥ Toll Free and Geography specific Toll Numbers, Siemens ACD,
24 x 7 support
Our Offerings
Industry Verticals
¤ Telecom
¤ Internet Services
¤ Banking & Financial
¤ Retail
¤ Health care
Horizontal offerings
¤ Market Research / Market Surveys
¤ Technical Support services
¤ Customer Relationship Management
¤ Customer Infrastructure Support
Industry Verticals
Our services offered cut across multiple industry verticals providing
operational excellence, in-depth domain and functional knowledge.
Telecom
Retail
Internet Services
Banking and
Financial
Healthcare
Sales & Marketing
Online catalog
sales support
Telemarketing B2C
campaigns
Mortgage
Processing
Virtual Front
Office
B2B Lead
Generation
campaigns
Track and Trace
Support
Lead Generation for
B2B campaigns
Credit Card Sales
Customer
Relationship
Management
Payment Processing
(NSF / BACS)
Reconciliation
Accounts
Receivable
Management
Asset Financing
Customer Help
Desk
Order
Management
Customer
Retention
Initiatives
Inventory Management
Lender Support
Services
Customer Retention
Initiatives
Accounts
Receivables
Medical Coding
Horizontal Offerings
Amtex operation team’s strength lies in domain knowledge and quality
driven processes. The services can be tailor made to suit client
requirements. Our expertise listed below
Technical Support Services
Finance & Accounting
Customer Relationship
Management
Remote Desktop Support
Accounts Payable
Customer Generation Services
Remote Network Management
Accounts Receivable
Customer Retention Services
Remote Software Services
Remote Infrastructure
Management
Customer Life Cycle Management Services
Help our clients increase revenue, expand margins, increase
customer satisfaction, reduce churn and help overall competitive
differentiation
The following summarizes our Customer Life Cycle Management
services
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Customer Care
 Presales, Shipping/Delivery queries, Warranty Entitlement
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Account Management
 Customer Acquisition and Retention, Sales Lead Management.
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Technical Support
 Level 1,2 and 3 support
Customer Service Credentials
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Experience in customer retention / Customer Query handling in
Telecom / ISP / Health care / Retail
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Call answer within 3 rings, First call resolution, Fault dictionary for
speedy resolution.
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Partner Mentality -- 100 % engagement top to bottom rapid
response to ever changing customer needs.
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Scalable in terms of infrastructure, manpower and processes.
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Solutions aligned with customer needs to achieve improved
Customer Satisfaction.
Service Provided
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100 seats x 16 hours - Tele sales campaign for one of the leading
Internet Service Provider in USA
80 seats x 16 hours - Tele sales campaign for a US mobile
company
60 seats x 8 hours - Market Research for Fast Food Restaurant
chains in USA
65 seats x 16 hours - Selling VOIP products in Telecom domain
100 seats x 16 hours - Selling Satellite TV services
30 seats x 8 hours - Technical Help Desk for one of the leading
software company in US
40 seats x 10 hours - Remote management Auto Spare parts
supply chain
30 seats x 16 hours - Inbound Customer sales verification for
telecom products
30 seats x 8 hours - B2B Appointment fixing for high value
software products
Quality
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Consistent and committed delivery of value to our customers and
innovate to continually improve our offerings by review of people,
and processes.
Well documented policies and processes – ISO 9001:2000
Innovation and continual improvement – integral part of our QMS
framework
Six Sigma methodology for continual improvement of processes
and performance.
Risk Mitigation
Key components of Risk are in
¤ Process Mitigation
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Disaster Recovery and Business Continuity
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Our delivery infrastructure provides multiple levels of Disaster Recovery,
available all processes as a chargeable service.
Technology Reliability
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Proven migration and management methodology
Experienced process migration teams
Phased migration capability
State of Art technology implementation from CISCO (WAN, Routers),
Siemens (Switch), ININ (Predictive Dialer), HP (Servers)
Trend Micro Anti virus, daily backup and offsite storage, IPSEC/PPTP/L2TP
based VPN capabilities etc.
Information Security
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Amtex practices various methods to achieve data security needs of customers
and for its internal need of securing information assets.
Differentiators - AMTEX USP
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Present in US as well as in India - Helps in close coordination
with client as well as reduce the operating cost
Amtex is ISO 9001-2000 company - certified by TUV SUD
Quick Scalability - Our infrastructure as well as manpower
resource can be augmented to scale up at short notice
Inbuilt Disaster Recovery options in every respect like
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Stringent Data Security Management
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3 different vendors for Voice connectivity
2 different vendors for Internet connectivity
Multiple UPS in “n+1” redundancy mode backed up by 250 KVA Diesel
Generator
Our information security policy covers the Operations, IT, MIS, Admin,
Finance and Quality Departments.
Employee responsive HR practices
Differentiators - AMTEX USP
Difference
Clients expect delivery, clients demand delivery and delivery is what it boils
down to at the end of it all. Delivering results is our primary focus at Amtex
Systems, Inc. Our quest is to develop partnerships with each of our clients,
identify opportunities, manage obstacles, define and exceed goals and
target to achieve success.
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Know Customer Service
- 10 yr Unblemished Customer Retention/ Proven Delivery Model
Solutions Aligned with Customer Needs
- Improved Guest Experience
Partner Mentality Total Engagement Top to Bottom
- Rapid response to ever-changing needs
Multi-Channel Solution
- Supportive Innovations in response to customers
Managed Efficiencies
- Proven cost effectiveness while improving customer satisfaction
Scalability
- Resource and Manpower
Benefits to Clients
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Cost Savings – Average cost of a qualified technology call center
professional costs at least $ 5000 per month and non technology
professional cost $ 4000. Whereas Amtex can source qualified
professional at fraction of this cost in Chennai and pass on this
benefit to the client.
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Our client can focus on their core business, devising strategies
and its implementation which will help to improve the profitability
as well as the overall revenue performance
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Abundant supply of qualified manpower enables our client to
scale up the call center at short notice.
Talent Acquisition & Retention
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People are the most critical component of Amtex’s quality
delivery mechanism. It hires best-of-breed talent, train them
assiduously and provide them with a winning and growthoriented work culture that emphasizes on continuous
learning, achievement, best practices and attractive reward
schemes.
Amtex encourages intra / entrepreneurial managerial talent
and the ownership of responsibility
All CSR are college graduates and have suitable skills
All team members are selected strictly based on established
criteria considering customer's requirements
Amtex looks for folks with the kind of skill, interests and
background that would be an asset for your kind of business
Candidates are screened and tested for English language
skills, both written and spoken, as well as pressure taking
capabilities.
Our Clients
Our Management Team
Sunny Pokala – CEO
Has over 15 years of experience in Financial Services, Telecom,
IT and ITES domain. Has worked in blue chip companies like JP
Morgan and AIG. Currently heads the BPO division at Amtex
Systems.
K.Sankaralingam - COO
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He has more than 26 years experience in Telecom, IT, and ITES domains and a
profound experience in managing independent profit centers. Graduate Engineer
from Madurai University and Postgraduate in management from IIM, Calcutta.
Mythili – Chief Financial Officer
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Heads Finance, Accounting and Internal Audit. She has more than 20 years
experience of post qualification experience.
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