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]
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
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20
11
20
10
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09
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08
20
07
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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.
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 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]
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.