Sain Overseas Group

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Transcript Sain Overseas Group

Slide 1

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
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 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 2

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]sainoverseas.com
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 3

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 4

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 5

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 6

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 7

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 8

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 9

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 10

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 11

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 12

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 13

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 14

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 15

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 16

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 17

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 18

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 19

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 20

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 21

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 22

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 23

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 24

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 25

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 26

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.


Slide 27

Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara
Complex, GK II, Indirapuram, Ghaziabad-201010
Web: www.sainoverseas.com | E-Mail: [email protected]

E-GOVERNANCE | ITES | PHARMA | PUBLICATION | REAL ESTATE

Pan India

Philosophy
The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance,
Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider.
Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and
dedicated teamwork, Sain Overseas Group business plan has been to offer the best services in his Domain.
We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry.
Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional.
Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting
the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well
with care and respect.
Motto:

Values:
Caring
Flexilibility
Personal Relationship
Quality
Honesty/Integrity

Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for
those who celebrate. But for those who love, time is eternity.

Vision:
Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing
them an open platform for honest communications. Since its inception, Sain Overseas Group is known for its most appreciated service excellence and
"can-do" attitudes. We applaud and celebrate both individual success and team success.
At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive
career advancement in your profession.

Domain :
ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export
Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with
Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N.
Current Account

: Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi.

Respect Cannot be demanded, it must be earned only by giving it away

COMPANY PROFILE
The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in
the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with
the support of Mr. Raman Prakash Gupta (Director & CEO).
4600
3900
2700

12
20

11
20

10
20

09
20

08
20

07
20

20

05
20

04

 Since inception has acquired note
worthy clients and partnered their
growth to expand vertically as well
horizontally.

1000

900

06

552

475

109

20

20

3000

 Sain Overseas Group initiated in 2003
is a growing organization serving clients
for more than 7 years across various
verticals.

2080

03

5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0

Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of
outsourcing market and also developed expertise of different verticals in the Domestic and International market

Group of Companies

Sain
Overseas
Services Pvt.
Ltd.

Sain
Overseas
Pharma

Sain
Overseas
Realties

Resizone
Developers
Pvt. Ltd.

BUSINESS CAPABILITY - IT
Market
Availability

Current
Mix

Customer Support Services

Yes

Yes

Help desk Services Handling

Yes

Tele sales Order Booking

Yes

Technical Support

Yes

Yes

Interactive Voice Response

Yes

Yes

B2B / B2C Customer Acquisition

Yes

Yes

Lead Generation

Yes

Yes

W in Back Programs
Outbound Process
Customer Satisfaction Survey
Management
Tele Surveys'

Yes

Yes

Collections

Yes

Information Services

Yes

Yes

Data Collection

Yes

Yes

Document Verification

Yes

Yes

E mail Response Management

Yes

Fax on Demand

Yes

Data Entry

Yes

Service

Inbound Process
Management

Feet On Street

Transaction
Processing

Yes

 Sain Overseas Group has

developed capability in all sectors
of the BPO space.

Yes

Yes
Yes

Potential
Capability

Transaction
Processing

Inbound
Yes

Yes

Outbound
Yes

Feet on Street
Yes
Yes

Yes

OUR EXPERTISE, COMMITMENT & EDGE
 Expertise & Efficiency - Flexibility in staffing levels & skill sets
 Linking strategy with people and operations

Service
Expertise

 Performance Management - Metric Driven , Focus on capability enhancement
 Scalability – Capability to accommodate fluctuations in volumes with minimum impact



Compliance - Focus on driving compliance guidelines



Transaction Monitoring – Structured with focus on
 Compliance / Process Control
 Process & Individual Improvement

Quality
Commitment

 Call calibration to drive consistency
 Value add to client by capturing the pulse of the customer


100% recording of all calls for compliance and risk mitigation

Our Expertise, Commitment & Edge



Customised CRM Integration



Dynamic call routing, workflow management & lead management.



Multi-tenant technology solution within the same system



FTC (Federal Telecom Regulatory) Compliant



Isolated network on VLAN’s for network security.



Dialer technology compatible with 32 voice switches & major RDBMS ( Example: Oracle,
SQL & My SQL)

Technology
Edge



Ability to run multiple Operating Systems in the same environment( Example: Linux, Sun
Solaris, Microsoft, Unix)



Dialler technology in Predictive - Preview & Precision

OUR COMPETITIVE ADVANTAGE

Dialer Technology
Regulatory Environment (NDNC)
CRM Solutions

SEO

Web Development

Scalability with Minimum Impact

Technical Support

Data & Information Security

Legal Transcription

Telecom Infrastructure

Medical Transcription

Our Pillar of Strength

Service Delivery Quality

IT Infrastructure & Development

Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on
the competitive edge we have created with our overall delivery model

OPERATIONS – SAIN OVERSEAS GROUP

Level 3 - Care
Delight

Support

Pro-active support targeted at
Level 2 - Support

delighting the customer

Predictive support and

 Simple & one touch process

Level 1 - Efficiency

flexible structure

 Cost & service balance

Consistent level of service quality

 Value added analysis

 Pro-active support to customers

and on-time delivery

 Data

 Consistent on-time delivery
 Target accuracy & quality
Core

 Target quality the first time
Customer Centric approach

mining

for

predictive

support
 Cross trained / up skilled
 Customer focussed - VoC

 Customer centric approach
 Iterative benchmarking
/expectation analysis

OPERATIONS – STRUCTURE – SAIN OVERSEAS GROUP
CEO
EBL

Core Operations
D irector Operations

 The current Core Operations organisation structure has
5 levels
 Typical span of control for Sr. Operations manager /
Operations manager is 2 - 4 Asst Managers.
 Team managers 15 - 20 FTEs for a Team Manager.

H e ad O p e r at io n s

Q uality M anager

Training M anager

Sr . M an age r / M an age r O p e r at io ns

Q uality Leader

Trainer

Team Leader

T e am Le ad er

 Quality & Training are the
operations support functions.
 Typical span of control for
Quality manager is 2 – 4 quality
leaders.
 Quality leaders is 32 FTEs

Q u ality A n aly st

Operations Support
Team M em ber

Team M em ber

 The operations support teams consists of the, Quality and Training
 The Operations support teams are structured based on scope of work and
requirement.

PERFORMANCE MANAGEMENT – SAIN OVERSEAS GROUP
4 critical stages of The Performance management Process

Define Objectives

Create Plans / KPIs based on
organisation/Project objectives

Mar

The objectives for the year
clearly defines what is to be
achieved and incorporates
analysis of previous years
performance.

June

Sepl

Cascade Objectives & Targets

Review & Reward System

The objectives set for the
year are communicated to
employees at all levels,
targets for the team cascaded
to the team in terms of
unambiguous KPIs and
signed off across all levels.

On-going and timely reviews
are conducted to ensure
deviations to the plan are
identified and mentored back
to target

Dec

Plans to meet the set objectives
are defined and documented by
owners to measure and track
progress. Agreed targets for the
teams are translated to well
defined KPIs for all levels.

KEY PERFORMANCE INDICATORS – SAIN OVERSEAS GROUP
The Key Performance indicators for an individual / process / Function is translated from the organisations overall
vision
Objective measures and targets are put in place to track performance against the service, quality we provide to the
customers and the efficiencies we are able to bring to the organisation.

 World Class Service - Speed of Service, Quality, Accuracy
 Quality & Compliance – Fatal Errors below 2%, Call Quality above 85%

 Drive Efficiencies - Productivity, utilisation, cost

A quarter of an hour is worth a thousand pieces of Gold.

PERFORMANCE METRICS - VOICE

EFFICIENCY

(ON TIME)

QUALITY SERVICE

Metric Name
Service Level

Abandoned Rate
%

Grade of
Service
Abandoned
Rate %

Fatal Error
Accuracy

Accuracy

Non Fatal Error

Quality

First Contact
Resolution

One and Done
Rate

CSR Utilization

Agent Utilization

Average Handled
Time

Average Handled
Time

Cost Per
Transaction

Cost Per
Transaction

Description
80% of the calls should be
answered within 20 seconds
% of calls that are abandoned
before they are serviced
Errors occurring due any misleading /
incorrect information given or
compliance issues are termed as Fatal
Processing andErrors
Soft Skill based

errors are termed as Non Fatal
Errors
No of calls resolved within the
first contact
Amount of time utilized by
agents
The time taken to service each
call. This includes the Talk, Hold
and Wrap components
Cost incurred for processing
each transaction

Formula
(Calls Answered Within Service
Level)/(Calls Offered excluding
Errors Overflows)
Calls abandoned>5secs / Calls
offered
Total no. of defective
calls/total no. of calls audited
Non - Fatal errors – Total no of
errors *weightage/total no of calls
audited*weightage
Transactions
where customer

request auctioned on the first call/
(Total AHT + Outbound +
project + other work
activities)/Login Time
Total Handled Time/Total
Calls Handled
Total Cost incurred/Total no of
Transactions

Target
80% in
20 secs
5%

98%
98%
75%
50%
Varies
Across
areas
N.A

UIDAI AADHAAR

GPS - Survey

Inbound –
Int.& Domestic

Transcriptions

Real Estate

NPR – Dg &
Bm

FI

Outbound –
Int. & Domestic

Handicrafts

SMS & E-Mail
Gateway

RSBY

MNC Vendorship

Database –
Indian & Int.

Import-Export

PDS

Our Business Presence
Bihar

Karnataka

Sikkim

Assam

Jharkhand

MP

UP

Tamilnadu

West Bengal

Gujarat

Maharashtra

Punjab

Andhra Pradesh

UK

Rajasthan

Haryana

Human Resource (HR)
PEOPLE PLAN




















PEOPLE – Recruitment Process
Recruiting & Hiring
Acquire staff, which has a high probability of successfully performing their KRA’s.
Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA.
Selection Process:Group Discussion / Impromptu Round
Typing Test
HR Interview
Final Operations Interview ( with Operation Manager at Effort BPO)
Final Interview with Clients for Shortlist of (TMR’s) & (TL’s)
Offer Letter
PEOPLE – Performance Mgmt
Staff performance management
Review & Evaluating individual performances at a junior level on a monthly basis.
Performance linked to performance pay incentive Compensation and recognition
Performance is measured & reviewed on a quarterly basis.
Financial incentives for the individual and team performance.

HR - LEARNING & DEVELOPMENT – SAIN OVERSEAS GROUP
Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills
and knowledge required by them to perform their defined roles

Capability Building
•On promotion
•New role OJT
•Capability Framework

On the Job
•Refresher Training
•Coaching

Behavioural
/Skills
•Team Building
•Skills Training

Cross Skilling

Multi skilling

Training and Development
Mandated by Business Strategies

Training and Development
for Personal Growth

Basic Training

(Regulatory) Training & Induction: Takes care of Learning’s related to compliance to
ensure that all employees are aware of the applicable requirements.
Product / Process training:Focuses on providing product knowledge and process related
training which ensures the staff have adequate knowledge to respond to customer queries.

QUALITY – SAIN OVERSEAS GROUP



Evaluations are held on a daily / weekly / monthly basis.
Evaluations – 12 calls / Agent / Month
 There are calibrations held with the client on a weekly basis or as per client requirement.

Training
Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training
curriculum includes:


Induction
 Pre-process training
 Voice and accent Training
 Process Training
 One-on-One Mentoring
 Leadership Development Programs

SECURITY
Data Security

Access to information to be controlled.

To establish access rights and formally authorize these rights in respect of each employee.

The desired Information Security controls by restricting access to specific information through password controls methodology.

Database access to be limited to key people within the technology team, who maintain the same.

Password wherever possible it be kept in parts with two persons

Database Server to be kept in the server room / data center environment

Software developer access the development servers which are physically separate from the production servers.

Server login reports on daily basis.
Network Security

Single record details to be available on the screen as per defined business logics

Agent can not save information from CRM screen to local Hard disk

Print Screen function on the agent desktop is disabled

Agent can not change the information displayed on the screen as per defined business logics

Internet Security

Firewall Nortel Contivity 1700

Stateful firewall

Anti spoofing

Natting

VPN box

Antivirus

Trend Micro “Neat Suite”

Office Scan – for Desktops

Scan Mail – for MS Exchange

Interscan Virus wall – for SMTP

Server Protect – For Win 2000 Server

Web Protect – for http/FTP

Control Manager – for centralized management

SECURITY – SAIN OVERSEAS GROUP
Physical Security
Data

Center
•Single entry isolated from Operations area
•Restricted access to server and network racks within the datacenter
•Electronic logging and tracking using the Access system
 Visitors are escorted by security or authorized employees
 No other person other than authorized personnel are allowed on operation floor
 Disabled shared network
 CCTV
Logical Security
Following security measures are expected in a LAN environment:
 Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN.
 Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner.
 Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and
messages.
 Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN.
 Very strong Group policies to be implemented on the agent desktops
 All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled
 Agent can not save any thing on their local desktops
 Agent does not have any access to Local Hard drive of their desktops
 Agent does not have any “Right Click” & “RUN” permission
 No internet access on the floor.
 No mobile phones allowed on the floor.

E-Governance
Sain Overseas Group is currently working in West Bengal for BPL.
Our E-Governance Present in Bihar, Jharkhand & NCR
Our 1st Preference cities are given below for Bihar

Betiya

Bhagalpur

Muzaffarpur

Gopalgunj

Gaya

Buxar

Madhubani

East Champaran

Badh

Narkatiyaganj

Darbhanga

West Champaran

Aurangabad

Chappra

Sitamarhi

Nalanda

Shehor

Raxaul

Patna

Ranchi

About Publications:
“Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a
group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional
communities worldwide. We have two domain :
At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive
marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our
customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and
book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services.
What sets us apart from our competitors are::
We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our
decisions rather than focusing on short-term financial gains.
We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with
the research and professional communities to influence our direction.
We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and
end-users.

The two most powerful warriors are “Patience and Time”

Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients
brand our team provides brand enhancement services and present the Clients Brand with respect in market.
Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every
company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to
company's success and growth for a long time.
It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth
full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your
special needs in Permanent, Temporary, Payroll Staffing Needs.

List of few Big Clients
Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance ,
Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills ,
Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc

A quarter of an hour is worth a thousand pieces of Gold.

Real Estate
Real Estate

Sain Overseas Group is working in Noida, Gurgaon,
Dehradun, Ranich & Muzaffarpur
for Residential & Commercial Projects with Following Clients

Noida

Gurgaon

Dehradun (Resizone Self)

Ranchi (Resizone Self)

Supertech Group

DLF Group

Commercial

Residential

Amrapali Group

Imperia Group

Residential

Plotting

Ajnara Group

Ridhi – Sidhi Group

Plotting

Plotting

Ramprashtha Group

Resizone Self

Feusion Group

Unitech Group

Board of Director’s
Satish Kumar
(Managing Director & Founder)
B.Tech. – Elex & Comm Engg., PGDEM,
MBA- International Business

10 Years of Management Skills in IT,
4 Years of Management Skills in Publications
5 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance
10 Years of Management Skills in Event
Management

Raman Gupta
(Director & CEO)

Akhilesh Kumar
(Director)

B.E. – Civil Engineering., M.Tech, PHD

B.E. – Civil Engineering, M.Tech

12 Years of Management Skills in Thermal Power
8 Years of Management Skills in Real Estate
6Years of Management Skills in E-Governance

10 Years of Management Skills in Real Estate
Infrastructure Development
7 Years of Management Skills in ITES

BRAND “SAIN OVERSEAS GROUP”
Why make Sain Overseas Group your Brand Ambassador?


Highest Quality of service, ethics and client care



Seamless integration of online and offline channels



Domain knowledge to enable complex interactions



Innovative and service driven organizational culture



Robust process that captures new information and institutionalizes it within the enterprise



Reports on activity, success and expanded customer knowledge to our clients



Security and the ability to securely execute transactions



Measurable performance

“ We aim for perfection and tolerate nothing less than excellence”

Sain Overseas Services Pvt. Ltd.
NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex,
Gyan Khand II, Indirapuram, Ghaziabad – 201010
Ph: +91- 9 555 414 999
Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar845438
Ph: 0893600 4195 | 06254 244301
Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun
Web: www.sainoverseas.com | E-mail: [email protected]
E-Mail: [email protected] | [email protected]
If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines
like a pearl. We need to choose the best place where we can shine.

We never follow the clock; hours were made for man, not man for hours.