INSIGHTINSIGHT

In this issue:

- Aegis Speak with Chris Luxford, President - Australia and New Zealand

- Buzz Factor - Stay abreast of the latest News from Aegis and the industry

- Think Tank - Expert Interview with Bruce Temkin, Former Forrester Analyst

and Customer Experience Transformist

- Case Study - Public Transport Victoria - Creating better experience for

public transportation users in Australia and more...

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has seen a strong element of partnership emerge. The spirit of teamwork that has developed between PTV and Aegis enables a joint approach to ensuring that the contact center runs at optimum performance and capacity.

The impact of the outsourcing arrangement with Aegis has empowered PTV to remain customer focused rather than cost driven.

Customer satisfaction with contact center services has consistently rated at more than 80 per cent throughout the duration of the partnership. As a reflection on both parties’ commitment to improving the customer experience, 51 per cent of customers rated their level of satisfaction as ‘very satisfied’.

Customer complaints are low relative to call volumes (1.4 million annually) and compliments are often received from customers.

First Call Resolution (FCR) is important for two reasons. Firstly, it ensures increased customer satisfaction. Secondly, it results in reduced repeat calls coming into the center, thus impacting on positively on cost. Currently, in the core call stream of information calls (which accounts for 93 per cent of total call volume) FCR within the PTV center is approximately 99 per cent.

Further advantages that PTV has gained by outsourcing its contact center to Aegis include:

•Access to new technology.

•Process efficiencies developed by contact center experts.

•Innovation produced by a focus on continuous improvement.

•Provision of qualified staff to PTV and stakeholders on an ad-hoc basis to cover leave/absence.

•Overall, the consistent results demonstrate the incremental improvements enabled by the outsourcing arrangement to positively impact the levels of customer satisfaction

•accuracy of information provision to customers

•accuracy of data collected from customers

•timeliness

•flexibility

•staff development

•cultural alignment

•efficiency gains

Services Provided by Aegis

Aegis offers PTV complete call center management services. Skilled agents work across customer service and complaints management, sales, general enquiries, fare enquiries and problem solving.

Additionally, Aegis’ partnership with PTV offers:

•Quality recruitment, training and retention of contact center agents.

•Access to home-based agents resulting in the ability to quickly add staff in the event of unexpected surges in call volumes, reduction in employee turnover and attrition, access to an alternative pool of skilled agents and improved employee engagement.

•A regular program of operational review encompassing daily communication, formal weekly, monthly and quarterly reviews.

•The implementation of the “COPC Quality System” which sets in place key measures/metrics for core business processes and provides a consistent standard across the business, ensures proper target setting, measurement, benchmarking, evaluation and actions to drive high performance, best practice and continuous improvement.

•A specific Business Continuity Plan (BCP) which provides comprehensive recovery procedures aimed at protecting technological, IT and data capture.

Key Results & Benefits

Aegis and PTV have now successfully worked together for over five years. The open and honest nature of the relationship

Vol. 8, 2012

- Aegis ranks #14 in the 2012 Global Outsourcing 100 by the International Association of Outsourcing Professionals (IAOP).

- Aegis acknowledged as the “Outsourcing service provider of the year” in the Asia communication Award 2012

Aegis is a global consulting, technology, outsourcing and training & education company committed to impacting clients’ business outcomes by focusing on enhancing customer experience across all touch points and channels. Aegis was founded 30 years ago in the US and now has operations in 55 locations across 13 countries with more than 55,000 employees. Aegis services over 300 clients from verticals such as Banking, Financial Services & Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities. The company is wholly owned by the Essar Group, a USD 27 billion conglomerate.

For more information, visit www.aegisglobal.com or follow us on Facebook (www.facebook.com/aegisglobal) and Twitter (@aegisonline)

Awards

Global Footprint

About Aegis

Case in PointAegis & Public Transport Victoria - Creating better experience for public transportation users in Australia.

The Client

Public Transport Victoria (PTV) is the central stop for Victorians who want information on public transport services, fares, tickets and initiatives.

The Business Challenge

PTV receives approximately 1.4 million customer service contacts annually. In the interest of creating better outcomes for end users, outsourcing the PTV contact center was seen as the most commercially effective way of providing call center services to public transport users.

PTV sought to engage a partner that had the flexibility, knowledge and experience to be able to effectively meet the varying levels of demand which can change rapidly due to unexpected disruptions to transport services, special events and peak/off-peak use.

Aegis was brought on board with a mandate to provide outstanding customer service and complement the other customer services already provided by PTV.

Solutions Delivered by Aegis

Aegis brings expertise, efficiency and innovation to enhance the capability of PTV’s call center and ensures the provision of a seamless customer experience for Victorian public transport users.

The scale of Aegis’ operations also brings the flexibility to ramp up and down call center services, depending on customer needs at any particular time.

Aegis has worked with PTV since 2006. The contract was renewed in 2011. The services Aegis now provides to PTV are:

•service quality

CX INNOVATION:THE ONLY SUSTAINABLE DIFFERENTIATOR

9 Best Leaders in Revenue Growth 9 Best Leaders in Number of Employees 9 Best 10 Leaders - Health Care 9 Best 20 Leaders - Financial Services (Banking, Markets) 9 Best 20 Leaders – Telecommunications 9 Best 20 Leaders - Customer Relationship Mgt. Services

9 Best 20 Leaders - Information/Comm. Technology Services 9 Best 20 Companies - Financial Management Services 9 Best 5 Leaders in Australia/New Zealand 9 Best 20 Leaders in US 9 Best Companies in India

Argentina:> Tucuman> Cordoba> Bahia Blanca> Mar del Plata> Buenos Aires City (2)

Philippines:> Baguio> Cebu (2)> Manila (3)

New Zealand:> Auckland

Australia:> Melbourne (3)> Sydney

South Africa:> Johannesburg (2)> Durban

UK:> Manchester

US:> Irving, TX (2)> Killeen, TX> Port St. Lucie, FL> Fairmont, WV> Joplin, MO> Sierra Vista, AZ> New York, NY> Los Angeles, CA

G lobal Headquarters

Costa Rica:> San Jose

Peru:> Lima

Saudi Arabia:> Riyadh> Jeddah

India:> Noida> Gurgaon> Lucknow (2)> Hyderabad> Bangalore (2)> Hazira> Ahmedabad> Pune> Mumbai> Kolkata (2)> Jamshedpur> Bhopal> Gandhinagar> Srinagar> Chennai> Vijaywada

UAE:> Dubai

Sri Lanka:> Colombo

Aegis – PTV engagement is recognized by Australia’s prestigious Contact Center Management Association’s Government Contact Center Excellence Award 2011, acknowledging Aegis’ expertise and Innovation in providing seamless CX for Victorian public transport users.

02 03 04

INSIGHT INSIGHT INSIGHT

Aegis Speak

Delivering a game changing CX requires piecing together the data pertaining to customer interactions (any type, including social) with a brand, both structured and unstructured, gathered from varied sources continually and deriving insights and ideas. Then determining how your company can proactively act to ensure each moment of truth is astonishingly positive, rather than react once it’s gone bad.

Aegis collaborates with brands to create these experiences, which are unique and personalized. Aegis Innovation Lab combines our deep understanding of the customer experience management discipline and analytic skill to fashion innovative programs that help forge deeper customer relationships, some to be mentioned here would be Aegis’ Social Media Engagement solution AegisLISAn and business Intelligence services Aegis Pi. Aegis Consulting creates end to end customer experience journey maps, and our technology and outsourcing solutions assist organizations on execution of the differentiated strategy.

Former Forrester analyst and customer experience transformist Bruce Temkins corroborates this idea in the Think Tank interview. Temkin shares his insights, gathered from his many consulting engagements and research on the value of customer experience management. Temkin Group’s research shows that good customer experience is highly correlated to many elements of loyalty such as the desire of customers to buy more, their reluctance to switch business away, and their likelihood to recommend.

Case in Point, where we feature Aegis’ partnership with Australian public transport organization Public Transport Victoria, underscores this very point. By deftly handling customer calls and sorting out any issues they may have, Aegis helped Public Transport Victoria improve its customer service and experience dramatically.

Catch the latest industry news and Aegis updates in the Buzz sections.

We hope you find this edition useful and informative. We look forward to your feedback and thoughts.

Regards,

Chris LuxfordPresident, Australia and New Zealand

of customers. Many Western countries are grappling with sluggish economic conditions, aggravated by the continuing European debt crisis. Such a scenario could result in more cost-tightening measures, providing business avenues for Indian BPO entities.

Source: Economic Times

KPMG Research on Outsourcing trends: Organizations continue to outsource operations with Banking and Healthcare outsourcing the most

A recent research by KPMG research group reveals that businesses and public sector organizations continue to outsource operations, with demand for shared services outstripping traditional outsourcing.

The research found that banking and healthcare were the sectors outsourcing the most, with IT, finance and accounting, and HR functions the main candidates.

Source: Computer Weekly

BPO is the fastest growing industry in Philippines today: Business Processing Association of the Philippines (BPAP)

The BPO industry in Philippines gained revenue of $11.6 billion in the year 2011 and generated around 640,000 jobs. The government aims to create 1.3 million jobs and generate revenue of US $425 billion by the year 2016. Aegis has six best-in-class facilities in Metro Manila, Metro Cebu, and Baguio and is responsible for the growth and professional development of over 12,000 employees across these locations.

Source:BPOIndia

possibilities for organizations to reach their audiences and create a strong experience for brands and businesses worldwide.

Aegis recently launched AegisLISAn, a cloud based social media experience management platform which offers a comprehensive solution that enables brands to include social media interactions as an additional avenue for customer engagement. AegisLISAn comes with Listening, Interacting, Socializing and Aligning (LISA) capabilities enabling deeper online brand-customer engagement. The platform generates intelligence by accessing and analyzing thousands of news, social networking sites, blogs and other user generated content sites of web 2.0 on real-time basis. Aegis is already managing Social Media Engagement for brands across Travel and Hospitality, Automobiles and Telecom Industry.

Aegis expands its Latin American footprint – Launches new center in Lima, Peru.

The interest in Latin America as a center for outsourcing has been clearly growing. In particular, the Peruvian industry which has grown over the last few years, offers great market potential for voice services in Spanish, and also has great employment and economic development prospects.

Aegis recently launched a new center in Lima, Peru. It plans to hire over 800 employees in the first year and aims to increase it to 2000 in the second year. The center aims to offer services to the internal Peru market and also to the off shore markets.

This is Aegis’ second big milestone in the Latin America region. It had expanded its footprint in Argentina, through the acquisition of Actionline de Argentina in October 2010, which has now over 5000 employees across six locations.

INDUSTRY BUZZIndia’s BPO players seeing more traction overseas: Gartner

Gartner states that Indian entities engaged in business process outsourcing are seeing more traction and visibility overseas. It further states that Indian BPO players are willing to consider new ‘business pricing models’ and also show lot more flexibility in catering to the needs

How do you quantify customer experience in a consistent manner across the various touch points in the customer experience map?

Quantifying customer experience is not nearly as important as improving it. So we always want companies to make sure they continue to deliver good insight into what makes customers happy (or satisfied, likely to recommend, etc.) or unhappy with any interaction. If they establish processes for making improvements based on that insight, then they will succeed.

Often times companies like to use a consistent metric like satisfaction or NPS. There is some power in using simple, consistent measures since it helps facilitate discussions across the organization. But the right metrics can be quite different for different companies, since they should track your business and brand objectives.

Considering your experience in bringing out the Annual Temkin Experience Ratings, what are the key factors differentiating the leaders from the laggards?

The Temkin Experience Ratings measure their experience with companies in three areas: functional (could they do what they were trying to do), accessible (was it easy to do what they wanted to do), and emotional (how did they feel about the interaction). For the 2012 Temkin Experience Ratings, we surveyed 10,000 U.S. consumers and published ratings on more than 200 companies across 18 industries. Excellent companies deliver consistently in all three of these areas.

Our research found many differences between customer experience leaders and their peers. First of all, they have real commitment from their senior leaders. Customer experience is not just lip service. Customer experience leaders are less than one-third as likely as laggards to view executive commitment as an issue. They also tend to have a highly coordinated customer experience effort that is being led by a centralized group and are also 50% more likely to have a senior executive in charge of the companywide customer experience efforts. They are much more likely to have significant business objectives tied to improving the corporate culture and employee engagement.

Dear Customer,

It gives me great pleasure to bring the eighth edition of our newsletter Insight.

Organizations across the world are grappling with ways to create a sustainable differentiated advantage. Genuine cost innovation is difficult as every company races to cut costs in some way and product innovation gives only a temporary market advantage. The Customer Experience (CX) presents the only real differentiator to help brands grow their business profitably over time, and this is the theme we explore in the edition of Insight.

A holistic customer experience map that captures all the moments of truth of a customer touch-point is often a precursor to creating an innovative CX. Companies that have understood that providing differentiated CX is the best way to build loyalty, ensure that their customer has a delightful experience at every point of interaction with their brand - before, during and post-purchase and consumption as well. An Airline may be offering the best in flight experience and a great personalized service to a customer, but if it can also track their customer’s insight across the touch points and tries to avoid or compensate for a disengaged brand experience by providing some extra services through an end user experience lens, it would be a “game changing” experience. In many cases more than half the moments of truth are in fact delivered by other companies that exist in the customer lifecycle, in the traditional “value chain”. Understanding the moments of truth in this manner and empowering all players to deliver the best possible experience gives rise to the concept of a value constellation.

Buzz FactorAEGIS BUZZAegis Redefines CX – Forays into Business Intelligence Services by Launching Aegis Pi

Today’s business environments are in a constant flux. This makes it imperative for business leaders to be cognizant of the key indicators that drive their business on a real time basis. Companies are exploring newer ways of providing accurate and relevant information throughout the organization to enable better decision making all the time. Keeping this in mind, Aegis has launched Aegis Proactive Intelligence (PI) a revolutionary, state-of-the-art Business Intelligence (BI) solution. The ability of Aegis Pi to correlate multiple events, identify patterns and present them in a visually interactive dashboard enables clients to have access to real time information on a single window. This allows organizations to dive into operational metrics and KPI’s and obtain actionable insights. Aegis Pi is enabled with features like Intelligence Command Centers, Business Activity Monitoring and Business optimization that produce real time intelligent analysis and leverage business rules to identify and act upon patterns that may otherwise go unnoticed. The solution gives pertinent information that is compatible with all mobile devices and is truly platform agnostic.

Aegis launches a cloud based social media experience management platform ‘AegisLISAn’ - to help organizations engage with their customers across social media networks.

Organizations are striving to provide superior Consumer Experience, and the challenges of providing a consistent and differentiated experience are numerous. Social Media has opened up new

Think TankInsight about CX Innovation: The Only Sustainable Differentiator

Bruce Temkin is widely viewed as a leading expert in customer experience. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys.

Prior to Temkin Group, Bruce spent 12 years with Forrester Research leading the company’s financial services, e-business, and customer experience practices. He authored many of Forrester’s most popular research reports and was the most-read analyst for 13 consecutive quarters. Bruce also created Forrester’s Customer Experience Index and its Voice of the Customer Award. Bruce holds a master’s degree from the MIT Sloan School of Management.

In your opinion, what constitutes a great customer experience?

Great customer experience comes from a combination of consistency and surprise. That may sound a bit contradictory, but it’s not. Great companies need to get the basics done consistently or they have no chance of gaining customers’ loyalty. But they also need to periodically do something to surprise the customer, either by reacting quickly to an issue or by delivering some unexpected value.

It is often stated that Cost and Product innovation, though necessary, are not sufficient to create sustained profits. Do you concur? Could you share some insights from your research “The ROI of Customer Experience” on the financial benefit of improving customer experience (CX)?

I’d love to run a company that delivers truly innovative products at a very low cost relative to competitors. That

provides an enormous opportunity for differentiation. But, as you say, that’s not always sufficient to win in the market. Unless you focus on customer experience, you may not understand that your products are difficult to configure and start using, require more effort to maintain than anyone else’s, and don’t seem to fit into exactly what customers are trying to accomplish. So even the most innovative and low-cost products can end up being expensive to own and non-competitive.

Our research shows that good customer experience is highly correlated to many elements of loyalty such as the desire of customers to buy more, their reluctance to switch business away, and their likelihood to recommend. While great customer experience probably won’t convince many customers to buy sub-par products or services, it will get them to actively consider doing business with you. So companies need to build the competencies to listen to and react to the needs of their customers – no matter how good their products are.

What aspects does one need to keep in mind in formulating service strategies to delight customers especially in the context of Outsourcing and Contact Center service providers?

Outsourcers need to help buyer companies understand how to deliver great customer experience. As a start, develop metrics with clients that aren’t just based on operational productivity such as time in queue and average handle time. As a balance with these cost-based metrics, outsourcers need to identify other metrics such as customer satisfaction or likelihood to recommend, that they will focus on. This will often take some economic analysis- to show that the positive business results from improving these new metrics is worth more to clients than squeezing a few seconds out of a phone call or chat.

Outsourcers also need to give their clients insights from all of their interactions. With so many companies trying to gain insights from the voice of the customer, it’s critical for contact centers and outsourcers to tap into the wealth of insights from their contacts. This will mean a significant increase in voice and text analytics.

Did you know about Aegis?

•Aegis has achieved an A+ rating from the Global Reporting Initiative (GRI) for the Aegis Sustainability Report 2010-11 illustrating Aegis’ commitment to sustainability and initiatives in various areas including the environment, economic and social aspects.

•AGC Networks, a subsidiary of Aegis has grown its annual revenues from USD 121 Million in 2011 to USD 205 Million in 2012, a growth of nearly 70%.

DEPLOY DEFIN

E

DESIGN

DEVELO

P

Aegis PiDELIVERY MODEL

02 03 04

INSIGHT INSIGHT INSIGHT

Aegis Speak

Delivering a game changing CX requires piecing together the data pertaining to customer interactions (any type, including social) with a brand, both structured and unstructured, gathered from varied sources continually and deriving insights and ideas. Then determining how your company can proactively act to ensure each moment of truth is astonishingly positive, rather than react once it’s gone bad.

Aegis collaborates with brands to create these experiences, which are unique and personalized. Aegis Innovation Lab combines our deep understanding of the customer experience management discipline and analytic skill to fashion innovative programs that help forge deeper customer relationships, some to be mentioned here would be Aegis’ Social Media Engagement solution AegisLISAn and business Intelligence services Aegis Pi. Aegis Consulting creates end to end customer experience journey maps, and our technology and outsourcing solutions assist organizations on execution of the differentiated strategy.

Former Forrester analyst and customer experience transformist Bruce Temkins corroborates this idea in the Think Tank interview. Temkin shares his insights, gathered from his many consulting engagements and research on the value of customer experience management. Temkin Group’s research shows that good customer experience is highly correlated to many elements of loyalty such as the desire of customers to buy more, their reluctance to switch business away, and their likelihood to recommend.

Case in Point, where we feature Aegis’ partnership with Australian public transport organization Public Transport Victoria, underscores this very point. By deftly handling customer calls and sorting out any issues they may have, Aegis helped Public Transport Victoria improve its customer service and experience dramatically.

Catch the latest industry news and Aegis updates in the Buzz sections.

We hope you find this edition useful and informative. We look forward to your feedback and thoughts.

Regards,

Chris LuxfordPresident, Australia and New Zealand

of customers. Many Western countries are grappling with sluggish economic conditions, aggravated by the continuing European debt crisis. Such a scenario could result in more cost-tightening measures, providing business avenues for Indian BPO entities.

Source: Economic Times

KPMG Research on Outsourcing trends: Organizations continue to outsource operations with Banking and Healthcare outsourcing the most

A recent research by KPMG research group reveals that businesses and public sector organizations continue to outsource operations, with demand for shared services outstripping traditional outsourcing.

The research found that banking and healthcare were the sectors outsourcing the most, with IT, finance and accounting, and HR functions the main candidates.

Source: Computer Weekly

BPO is the fastest growing industry in Philippines today: Business Processing Association of the Philippines (BPAP)

The BPO industry in Philippines gained revenue of $11.6 billion in the year 2011 and generated around 640,000 jobs. The government aims to create 1.3 million jobs and generate revenue of US $425 billion by the year 2016. Aegis has six best-in-class facilities in Metro Manila, Metro Cebu, and Baguio and is responsible for the growth and professional development of over 12,000 employees across these locations.

Source:BPOIndia

possibilities for organizations to reach their audiences and create a strong experience for brands and businesses worldwide.

Aegis recently launched AegisLISAn, a cloud based social media experience management platform which offers a comprehensive solution that enables brands to include social media interactions as an additional avenue for customer engagement. AegisLISAn comes with Listening, Interacting, Socializing and Aligning (LISA) capabilities enabling deeper online brand-customer engagement. The platform generates intelligence by accessing and analyzing thousands of news, social networking sites, blogs and other user generated content sites of web 2.0 on real-time basis. Aegis is already managing Social Media Engagement for brands across Travel and Hospitality, Automobiles and Telecom Industry.

Aegis expands its Latin American footprint – Launches new center in Lima, Peru.

The interest in Latin America as a center for outsourcing has been clearly growing. In particular, the Peruvian industry which has grown over the last few years, offers great market potential for voice services in Spanish, and also has great employment and economic development prospects.

Aegis recently launched a new center in Lima, Peru. It plans to hire over 800 employees in the first year and aims to increase it to 2000 in the second year. The center aims to offer services to the internal Peru market and also to the off shore markets.

This is Aegis’ second big milestone in the Latin America region. It had expanded its footprint in Argentina, through the acquisition of Actionline de Argentina in October 2010, which has now over 5000 employees across six locations.

INDUSTRY BUZZIndia’s BPO players seeing more traction overseas: Gartner

Gartner states that Indian entities engaged in business process outsourcing are seeing more traction and visibility overseas. It further states that Indian BPO players are willing to consider new ‘business pricing models’ and also show lot more flexibility in catering to the needs

How do you quantify customer experience in a consistent manner across the various touch points in the customer experience map?

Quantifying customer experience is not nearly as important as improving it. So we always want companies to make sure they continue to deliver good insight into what makes customers happy (or satisfied, likely to recommend, etc.) or unhappy with any interaction. If they establish processes for making improvements based on that insight, then they will succeed.

Often times companies like to use a consistent metric like satisfaction or NPS. There is some power in using simple, consistent measures since it helps facilitate discussions across the organization. But the right metrics can be quite different for different companies, since they should track your business and brand objectives.

Considering your experience in bringing out the Annual Temkin Experience Ratings, what are the key factors differentiating the leaders from the laggards?

The Temkin Experience Ratings measure their experience with companies in three areas: functional (could they do what they were trying to do), accessible (was it easy to do what they wanted to do), and emotional (how did they feel about the interaction). For the 2012 Temkin Experience Ratings, we surveyed 10,000 U.S. consumers and published ratings on more than 200 companies across 18 industries. Excellent companies deliver consistently in all three of these areas.

Our research found many differences between customer experience leaders and their peers. First of all, they have real commitment from their senior leaders. Customer experience is not just lip service. Customer experience leaders are less than one-third as likely as laggards to view executive commitment as an issue. They also tend to have a highly coordinated customer experience effort that is being led by a centralized group and are also 50% more likely to have a senior executive in charge of the companywide customer experience efforts. They are much more likely to have significant business objectives tied to improving the corporate culture and employee engagement.

Dear Customer,

It gives me great pleasure to bring the eighth edition of our newsletter Insight.

Organizations across the world are grappling with ways to create a sustainable differentiated advantage. Genuine cost innovation is difficult as every company races to cut costs in some way and product innovation gives only a temporary market advantage. The Customer Experience (CX) presents the only real differentiator to help brands grow their business profitably over time, and this is the theme we explore in the edition of Insight.

A holistic customer experience map that captures all the moments of truth of a customer touch-point is often a precursor to creating an innovative CX. Companies that have understood that providing differentiated CX is the best way to build loyalty, ensure that their customer has a delightful experience at every point of interaction with their brand - before, during and post-purchase and consumption as well. An Airline may be offering the best in flight experience and a great personalized service to a customer, but if it can also track their customer’s insight across the touch points and tries to avoid or compensate for a disengaged brand experience by providing some extra services through an end user experience lens, it would be a “game changing” experience. In many cases more than half the moments of truth are in fact delivered by other companies that exist in the customer lifecycle, in the traditional “value chain”. Understanding the moments of truth in this manner and empowering all players to deliver the best possible experience gives rise to the concept of a value constellation.

Buzz FactorAEGIS BUZZAegis Redefines CX – Forays into Business Intelligence Services by Launching Aegis Pi

Today’s business environments are in a constant flux. This makes it imperative for business leaders to be cognizant of the key indicators that drive their business on a real time basis. Companies are exploring newer ways of providing accurate and relevant information throughout the organization to enable better decision making all the time. Keeping this in mind, Aegis has launched Aegis Proactive Intelligence (PI) a revolutionary, state-of-the-art Business Intelligence (BI) solution. The ability of Aegis Pi to correlate multiple events, identify patterns and present them in a visually interactive dashboard enables clients to have access to real time information on a single window. This allows organizations to dive into operational metrics and KPI’s and obtain actionable insights. Aegis Pi is enabled with features like Intelligence Command Centers, Business Activity Monitoring and Business optimization that produce real time intelligent analysis and leverage business rules to identify and act upon patterns that may otherwise go unnoticed. The solution gives pertinent information that is compatible with all mobile devices and is truly platform agnostic.

Aegis launches a cloud based social media experience management platform ‘AegisLISAn’ - to help organizations engage with their customers across social media networks.

Organizations are striving to provide superior Consumer Experience, and the challenges of providing a consistent and differentiated experience are numerous. Social Media has opened up new

Think TankInsight about CX Innovation: The Only Sustainable Differentiator

Bruce Temkin is widely viewed as a leading expert in customer experience. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys.

Prior to Temkin Group, Bruce spent 12 years with Forrester Research leading the company’s financial services, e-business, and customer experience practices. He authored many of Forrester’s most popular research reports and was the most-read analyst for 13 consecutive quarters. Bruce also created Forrester’s Customer Experience Index and its Voice of the Customer Award. Bruce holds a master’s degree from the MIT Sloan School of Management.

In your opinion, what constitutes a great customer experience?

Great customer experience comes from a combination of consistency and surprise. That may sound a bit contradictory, but it’s not. Great companies need to get the basics done consistently or they have no chance of gaining customers’ loyalty. But they also need to periodically do something to surprise the customer, either by reacting quickly to an issue or by delivering some unexpected value.

It is often stated that Cost and Product innovation, though necessary, are not sufficient to create sustained profits. Do you concur? Could you share some insights from your research “The ROI of Customer Experience” on the financial benefit of improving customer experience (CX)?

I’d love to run a company that delivers truly innovative products at a very low cost relative to competitors. That

provides an enormous opportunity for differentiation. But, as you say, that’s not always sufficient to win in the market. Unless you focus on customer experience, you may not understand that your products are difficult to configure and start using, require more effort to maintain than anyone else’s, and don’t seem to fit into exactly what customers are trying to accomplish. So even the most innovative and low-cost products can end up being expensive to own and non-competitive.

Our research shows that good customer experience is highly correlated to many elements of loyalty such as the desire of customers to buy more, their reluctance to switch business away, and their likelihood to recommend. While great customer experience probably won’t convince many customers to buy sub-par products or services, it will get them to actively consider doing business with you. So companies need to build the competencies to listen to and react to the needs of their customers – no matter how good their products are.

What aspects does one need to keep in mind in formulating service strategies to delight customers especially in the context of Outsourcing and Contact Center service providers?

Outsourcers need to help buyer companies understand how to deliver great customer experience. As a start, develop metrics with clients that aren’t just based on operational productivity such as time in queue and average handle time. As a balance with these cost-based metrics, outsourcers need to identify other metrics such as customer satisfaction or likelihood to recommend, that they will focus on. This will often take some economic analysis- to show that the positive business results from improving these new metrics is worth more to clients than squeezing a few seconds out of a phone call or chat.

Outsourcers also need to give their clients insights from all of their interactions. With so many companies trying to gain insights from the voice of the customer, it’s critical for contact centers and outsourcers to tap into the wealth of insights from their contacts. This will mean a significant increase in voice and text analytics.

Did you know about Aegis?

•Aegis has achieved an A+ rating from the Global Reporting Initiative (GRI) for the Aegis Sustainability Report 2010-11 illustrating Aegis’ commitment to sustainability and initiatives in various areas including the environment, economic and social aspects.

•AGC Networks, a subsidiary of Aegis has grown its annual revenues from USD 121 Million in 2011 to USD 205 Million in 2012, a growth of nearly 70%.

DEPLOY DEFIN

E

DESIGN

DEVELO

P

Aegis PiDELIVERY MODEL

02 03 04

INSIGHT INSIGHT INSIGHT

Aegis Speak

Delivering a game changing CX requires piecing together the data pertaining to customer interactions (any type, including social) with a brand, both structured and unstructured, gathered from varied sources continually and deriving insights and ideas. Then determining how your company can proactively act to ensure each moment of truth is astonishingly positive, rather than react once it’s gone bad.

Aegis collaborates with brands to create these experiences, which are unique and personalized. Aegis Innovation Lab combines our deep understanding of the customer experience management discipline and analytic skill to fashion innovative programs that help forge deeper customer relationships, some to be mentioned here would be Aegis’ Social Media Engagement solution AegisLISAn and business Intelligence services Aegis Pi. Aegis Consulting creates end to end customer experience journey maps, and our technology and outsourcing solutions assist organizations on execution of the differentiated strategy.

Former Forrester analyst and customer experience transformist Bruce Temkins corroborates this idea in the Think Tank interview. Temkin shares his insights, gathered from his many consulting engagements and research on the value of customer experience management. Temkin Group’s research shows that good customer experience is highly correlated to many elements of loyalty such as the desire of customers to buy more, their reluctance to switch business away, and their likelihood to recommend.

Case in Point, where we feature Aegis’ partnership with Australian public transport organization Public Transport Victoria, underscores this very point. By deftly handling customer calls and sorting out any issues they may have, Aegis helped Public Transport Victoria improve its customer service and experience dramatically.

Catch the latest industry news and Aegis updates in the Buzz sections.

We hope you find this edition useful and informative. We look forward to your feedback and thoughts.

Regards,

Chris LuxfordPresident, Australia and New Zealand

of customers. Many Western countries are grappling with sluggish economic conditions, aggravated by the continuing European debt crisis. Such a scenario could result in more cost-tightening measures, providing business avenues for Indian BPO entities.

Source: Economic Times

KPMG Research on Outsourcing trends: Organizations continue to outsource operations with Banking and Healthcare outsourcing the most

A recent research by KPMG research group reveals that businesses and public sector organizations continue to outsource operations, with demand for shared services outstripping traditional outsourcing.

The research found that banking and healthcare were the sectors outsourcing the most, with IT, finance and accounting, and HR functions the main candidates.

Source: Computer Weekly

BPO is the fastest growing industry in Philippines today: Business Processing Association of the Philippines (BPAP)

The BPO industry in Philippines gained revenue of $11.6 billion in the year 2011 and generated around 640,000 jobs. The government aims to create 1.3 million jobs and generate revenue of US $425 billion by the year 2016. Aegis has six best-in-class facilities in Metro Manila, Metro Cebu, and Baguio and is responsible for the growth and professional development of over 12,000 employees across these locations.

Source:BPOIndia

possibilities for organizations to reach their audiences and create a strong experience for brands and businesses worldwide.

Aegis recently launched AegisLISAn, a cloud based social media experience management platform which offers a comprehensive solution that enables brands to include social media interactions as an additional avenue for customer engagement. AegisLISAn comes with Listening, Interacting, Socializing and Aligning (LISA) capabilities enabling deeper online brand-customer engagement. The platform generates intelligence by accessing and analyzing thousands of news, social networking sites, blogs and other user generated content sites of web 2.0 on real-time basis. Aegis is already managing Social Media Engagement for brands across Travel and Hospitality, Automobiles and Telecom Industry.

Aegis expands its Latin American footprint – Launches new center in Lima, Peru.

The interest in Latin America as a center for outsourcing has been clearly growing. In particular, the Peruvian industry which has grown over the last few years, offers great market potential for voice services in Spanish, and also has great employment and economic development prospects.

Aegis recently launched a new center in Lima, Peru. It plans to hire over 800 employees in the first year and aims to increase it to 2000 in the second year. The center aims to offer services to the internal Peru market and also to the off shore markets.

This is Aegis’ second big milestone in the Latin America region. It had expanded its footprint in Argentina, through the acquisition of Actionline de Argentina in October 2010, which has now over 5000 employees across six locations.

INDUSTRY BUZZIndia’s BPO players seeing more traction overseas: Gartner

Gartner states that Indian entities engaged in business process outsourcing are seeing more traction and visibility overseas. It further states that Indian BPO players are willing to consider new ‘business pricing models’ and also show lot more flexibility in catering to the needs

How do you quantify customer experience in a consistent manner across the various touch points in the customer experience map?

Quantifying customer experience is not nearly as important as improving it. So we always want companies to make sure they continue to deliver good insight into what makes customers happy (or satisfied, likely to recommend, etc.) or unhappy with any interaction. If they establish processes for making improvements based on that insight, then they will succeed.

Often times companies like to use a consistent metric like satisfaction or NPS. There is some power in using simple, consistent measures since it helps facilitate discussions across the organization. But the right metrics can be quite different for different companies, since they should track your business and brand objectives.

Considering your experience in bringing out the Annual Temkin Experience Ratings, what are the key factors differentiating the leaders from the laggards?

The Temkin Experience Ratings measure their experience with companies in three areas: functional (could they do what they were trying to do), accessible (was it easy to do what they wanted to do), and emotional (how did they feel about the interaction). For the 2012 Temkin Experience Ratings, we surveyed 10,000 U.S. consumers and published ratings on more than 200 companies across 18 industries. Excellent companies deliver consistently in all three of these areas.

Our research found many differences between customer experience leaders and their peers. First of all, they have real commitment from their senior leaders. Customer experience is not just lip service. Customer experience leaders are less than one-third as likely as laggards to view executive commitment as an issue. They also tend to have a highly coordinated customer experience effort that is being led by a centralized group and are also 50% more likely to have a senior executive in charge of the companywide customer experience efforts. They are much more likely to have significant business objectives tied to improving the corporate culture and employee engagement.

Dear Customer,

It gives me great pleasure to bring the eighth edition of our newsletter Insight.

Organizations across the world are grappling with ways to create a sustainable differentiated advantage. Genuine cost innovation is difficult as every company races to cut costs in some way and product innovation gives only a temporary market advantage. The Customer Experience (CX) presents the only real differentiator to help brands grow their business profitably over time, and this is the theme we explore in the edition of Insight.

A holistic customer experience map that captures all the moments of truth of a customer touch-point is often a precursor to creating an innovative CX. Companies that have understood that providing differentiated CX is the best way to build loyalty, ensure that their customer has a delightful experience at every point of interaction with their brand - before, during and post-purchase and consumption as well. An Airline may be offering the best in flight experience and a great personalized service to a customer, but if it can also track their customer’s insight across the touch points and tries to avoid or compensate for a disengaged brand experience by providing some extra services through an end user experience lens, it would be a “game changing” experience. In many cases more than half the moments of truth are in fact delivered by other companies that exist in the customer lifecycle, in the traditional “value chain”. Understanding the moments of truth in this manner and empowering all players to deliver the best possible experience gives rise to the concept of a value constellation.

Buzz FactorAEGIS BUZZAegis Redefines CX – Forays into Business Intelligence Services by Launching Aegis Pi

Today’s business environments are in a constant flux. This makes it imperative for business leaders to be cognizant of the key indicators that drive their business on a real time basis. Companies are exploring newer ways of providing accurate and relevant information throughout the organization to enable better decision making all the time. Keeping this in mind, Aegis has launched Aegis Proactive Intelligence (PI) a revolutionary, state-of-the-art Business Intelligence (BI) solution. The ability of Aegis Pi to correlate multiple events, identify patterns and present them in a visually interactive dashboard enables clients to have access to real time information on a single window. This allows organizations to dive into operational metrics and KPI’s and obtain actionable insights. Aegis Pi is enabled with features like Intelligence Command Centers, Business Activity Monitoring and Business optimization that produce real time intelligent analysis and leverage business rules to identify and act upon patterns that may otherwise go unnoticed. The solution gives pertinent information that is compatible with all mobile devices and is truly platform agnostic.

Aegis launches a cloud based social media experience management platform ‘AegisLISAn’ - to help organizations engage with their customers across social media networks.

Organizations are striving to provide superior Consumer Experience, and the challenges of providing a consistent and differentiated experience are numerous. Social Media has opened up new

Think TankInsight about CX Innovation: The Only Sustainable Differentiator

Bruce Temkin is widely viewed as a leading expert in customer experience. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys.

Prior to Temkin Group, Bruce spent 12 years with Forrester Research leading the company’s financial services, e-business, and customer experience practices. He authored many of Forrester’s most popular research reports and was the most-read analyst for 13 consecutive quarters. Bruce also created Forrester’s Customer Experience Index and its Voice of the Customer Award. Bruce holds a master’s degree from the MIT Sloan School of Management.

In your opinion, what constitutes a great customer experience?

Great customer experience comes from a combination of consistency and surprise. That may sound a bit contradictory, but it’s not. Great companies need to get the basics done consistently or they have no chance of gaining customers’ loyalty. But they also need to periodically do something to surprise the customer, either by reacting quickly to an issue or by delivering some unexpected value.

It is often stated that Cost and Product innovation, though necessary, are not sufficient to create sustained profits. Do you concur? Could you share some insights from your research “The ROI of Customer Experience” on the financial benefit of improving customer experience (CX)?

I’d love to run a company that delivers truly innovative products at a very low cost relative to competitors. That

provides an enormous opportunity for differentiation. But, as you say, that’s not always sufficient to win in the market. Unless you focus on customer experience, you may not understand that your products are difficult to configure and start using, require more effort to maintain than anyone else’s, and don’t seem to fit into exactly what customers are trying to accomplish. So even the most innovative and low-cost products can end up being expensive to own and non-competitive.

Our research shows that good customer experience is highly correlated to many elements of loyalty such as the desire of customers to buy more, their reluctance to switch business away, and their likelihood to recommend. While great customer experience probably won’t convince many customers to buy sub-par products or services, it will get them to actively consider doing business with you. So companies need to build the competencies to listen to and react to the needs of their customers – no matter how good their products are.

What aspects does one need to keep in mind in formulating service strategies to delight customers especially in the context of Outsourcing and Contact Center service providers?

Outsourcers need to help buyer companies understand how to deliver great customer experience. As a start, develop metrics with clients that aren’t just based on operational productivity such as time in queue and average handle time. As a balance with these cost-based metrics, outsourcers need to identify other metrics such as customer satisfaction or likelihood to recommend, that they will focus on. This will often take some economic analysis- to show that the positive business results from improving these new metrics is worth more to clients than squeezing a few seconds out of a phone call or chat.

Outsourcers also need to give their clients insights from all of their interactions. With so many companies trying to gain insights from the voice of the customer, it’s critical for contact centers and outsourcers to tap into the wealth of insights from their contacts. This will mean a significant increase in voice and text analytics.

Did you know about Aegis?

•Aegis has achieved an A+ rating from the Global Reporting Initiative (GRI) for the Aegis Sustainability Report 2010-11 illustrating Aegis’ commitment to sustainability and initiatives in various areas including the environment, economic and social aspects.

•AGC Networks, a subsidiary of Aegis has grown its annual revenues from USD 121 Million in 2011 to USD 205 Million in 2012, a growth of nearly 70%.

DEPLOY DEFIN

E

DESIGN

DEVELO

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Aegis PiDELIVERY MODEL

INSIGHTINSIGHT

In this issue:

- Aegis Speak with Chris Luxford, President - Australia and New Zealand

- Buzz Factor - Stay abreast of the latest News from Aegis and the industry

- Think Tank - Expert Interview with Bruce Temkin, Former Forrester Analyst

and Customer Experience Transformist

- Case Study - Public Transport Victoria - Creating better experience for

public transportation users in Australia and more...

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INSIGHTINSIGHT

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has seen a strong element of partnership emerge. The spirit of teamwork that has developed between PTV and Aegis enables a joint approach to ensuring that the contact center runs at optimum performance and capacity.

The impact of the outsourcing arrangement with Aegis has empowered PTV to remain customer focused rather than cost driven.

Customer satisfaction with contact center services has consistently rated at more than 80 per cent throughout the duration of the partnership. As a reflection on both parties’ commitment to improving the customer experience, 51 per cent of customers rated their level of satisfaction as ‘very satisfied’.

Customer complaints are low relative to call volumes (1.4 million annually) and compliments are often received from customers.

First Call Resolution (FCR) is important for two reasons. Firstly, it ensures increased customer satisfaction. Secondly, it results in reduced repeat calls coming into the center, thus impacting on positively on cost. Currently, in the core call stream of information calls (which accounts for 93 per cent of total call volume) FCR within the PTV center is approximately 99 per cent.

Further advantages that PTV has gained by outsourcing its contact center to Aegis include:

•Access to new technology.

•Process efficiencies developed by contact center experts.

•Innovation produced by a focus on continuous improvement.

•Provision of qualified staff to PTV and stakeholders on an ad-hoc basis to cover leave/absence.

•Overall, the consistent results demonstrate the incremental improvements enabled by the outsourcing arrangement to positively impact the levels of customer satisfaction

•accuracy of information provision to customers

•accuracy of data collected from customers

•timeliness

•flexibility

•staff development

•cultural alignment

•efficiency gains

Services Provided by Aegis

Aegis offers PTV complete call center management services. Skilled agents work across customer service and complaints management, sales, general enquiries, fare enquiries and problem solving.

Additionally, Aegis’ partnership with PTV offers:

•Quality recruitment, training and retention of contact center agents.

•Access to home-based agents resulting in the ability to quickly add staff in the event of unexpected surges in call volumes, reduction in employee turnover and attrition, access to an alternative pool of skilled agents and improved employee engagement.

•A regular program of operational review encompassing daily communication, formal weekly, monthly and quarterly reviews.

•The implementation of the “COPC Quality System” which sets in place key measures/metrics for core business processes and provides a consistent standard across the business, ensures proper target setting, measurement, benchmarking, evaluation and actions to drive high performance, best practice and continuous improvement.

•A specific Business Continuity Plan (BCP) which provides comprehensive recovery procedures aimed at protecting technological, IT and data capture.

Key Results & Benefits

Aegis and PTV have now successfully worked together for over five years. The open and honest nature of the relationship

Vol. 8, 2012

- Aegis ranks #14 in the 2012 Global Outsourcing 100 by the International Association of Outsourcing Professionals (IAOP).

- Aegis acknowledged as the “Outsourcing service provider of the year” in the Asia communication Award 2012

Aegis is a global consulting, technology, outsourcing and training & education company committed to impacting clients’ business outcomes by focusing on enhancing customer experience across all touch points and channels. Aegis was founded 30 years ago in the US and now has operations in 55 locations across 13 countries with more than 55,000 employees. Aegis services over 300 clients from verticals such as Banking, Financial Services & Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities. The company is wholly owned by the Essar Group, a USD 27 billion conglomerate.

For more information, visit www.aegisglobal.com or follow us on Facebook (www.facebook.com/aegisglobal) and Twitter (@aegisonline)

Awards

Global Footprint

About Aegis

Case in PointAegis & Public Transport Victoria - Creating better experience for public transportation users in Australia.

The Client

Public Transport Victoria (PTV) is the central stop for Victorians who want information on public transport services, fares, tickets and initiatives.

The Business Challenge

PTV receives approximately 1.4 million customer service contacts annually. In the interest of creating better outcomes for end users, outsourcing the PTV contact center was seen as the most commercially effective way of providing call center services to public transport users.

PTV sought to engage a partner that had the flexibility, knowledge and experience to be able to effectively meet the varying levels of demand which can change rapidly due to unexpected disruptions to transport services, special events and peak/off-peak use.

Aegis was brought on board with a mandate to provide outstanding customer service and complement the other customer services already provided by PTV.

Solutions Delivered by Aegis

Aegis brings expertise, efficiency and innovation to enhance the capability of PTV’s call center and ensures the provision of a seamless customer experience for Victorian public transport users.

The scale of Aegis’ operations also brings the flexibility to ramp up and down call center services, depending on customer needs at any particular time.

Aegis has worked with PTV since 2006. The contract was renewed in 2011. The services Aegis now provides to PTV are:

•service quality

CX INNOVATION:THE ONLY SUSTAINABLE DIFFERENTIATOR

9 Best Leaders in Revenue Growth 9 Best Leaders in Number of Employees 9 Best 10 Leaders - Health Care 9 Best 20 Leaders - Financial Services (Banking, Markets) 9 Best 20 Leaders – Telecommunications 9 Best 20 Leaders - Customer Relationship Mgt. Services

9 Best 20 Leaders - Information/Comm. Technology Services 9 Best 20 Companies - Financial Management Services 9 Best 5 Leaders in Australia/New Zealand 9 Best 20 Leaders in US 9 Best Companies in India

Argentina:> Tucuman> Cordoba> Bahia Blanca> Mar del Plata> Buenos Aires City (2)

Philippines:> Baguio> Cebu (2)> Manila (3)

New Zealand:> Auckland

Australia:> Melbourne (3)> Sydney

South Africa:> Johannesburg (2)> Durban

UK:> Manchester

US:> Irving, TX (2)> Killeen, TX> Port St. Lucie, FL> Fairmont, WV> Joplin, MO> Sierra Vista, AZ> New York, NY> Los Angeles, CA

G lobal Headquarters

Costa Rica:> San Jose

Peru:> Lima

Saudi Arabia:> Riyadh> Jeddah

India:> Noida> Gurgaon> Lucknow (2)> Hyderabad> Bangalore (2)> Hazira> Ahmedabad> Pune> Mumbai> Kolkata (2)> Jamshedpur> Bhopal> Gandhinagar> Srinagar> Chennai> Vijaywada

UAE:> Dubai

Sri Lanka:> Colombo

Aegis – PTV engagement is recognized by Australia’s prestigious Contact Center Management Association’s Government Contact Center Excellence Award 2011, acknowledging Aegis’ expertise and Innovation in providing seamless CX for Victorian public transport users.

INSIGHTINSIGHT

In this issue:

- Aegis Speak with Chris Luxford, President - Australia and New Zealand

- Buzz Factor - Stay abreast of the latest News from Aegis and the industry

- Think Tank - Expert Interview with Bruce Temkin, Former Forrester Analyst

and Customer Experience Transformist

- Case Study - Public Transport Victoria - Creating better experience for

public transportation users in Australia and more...

0605

INSIGHTINSIGHT

Cop

yrig

ht 2

012,

Aeg

is L

imite

d. A

ll rig

hts

rese

rved

has seen a strong element of partnership emerge. The spirit of teamwork that has developed between PTV and Aegis enables a joint approach to ensuring that the contact center runs at optimum performance and capacity.

The impact of the outsourcing arrangement with Aegis has empowered PTV to remain customer focused rather than cost driven.

Customer satisfaction with contact center services has consistently rated at more than 80 per cent throughout the duration of the partnership. As a reflection on both parties’ commitment to improving the customer experience, 51 per cent of customers rated their level of satisfaction as ‘very satisfied’.

Customer complaints are low relative to call volumes (1.4 million annually) and compliments are often received from customers.

First Call Resolution (FCR) is important for two reasons. Firstly, it ensures increased customer satisfaction. Secondly, it results in reduced repeat calls coming into the center, thus impacting on positively on cost. Currently, in the core call stream of information calls (which accounts for 93 per cent of total call volume) FCR within the PTV center is approximately 99 per cent.

Further advantages that PTV has gained by outsourcing its contact center to Aegis include:

•Access to new technology.

•Process efficiencies developed by contact center experts.

•Innovation produced by a focus on continuous improvement.

•Provision of qualified staff to PTV and stakeholders on an ad-hoc basis to cover leave/absence.

•Overall, the consistent results demonstrate the incremental improvements enabled by the outsourcing arrangement to positively impact the levels of customer satisfaction

•accuracy of information provision to customers

•accuracy of data collected from customers

•timeliness

•flexibility

•staff development

•cultural alignment

•efficiency gains

Services Provided by Aegis

Aegis offers PTV complete call center management services. Skilled agents work across customer service and complaints management, sales, general enquiries, fare enquiries and problem solving.

Additionally, Aegis’ partnership with PTV offers:

•Quality recruitment, training and retention of contact center agents.

•Access to home-based agents resulting in the ability to quickly add staff in the event of unexpected surges in call volumes, reduction in employee turnover and attrition, access to an alternative pool of skilled agents and improved employee engagement.

•A regular program of operational review encompassing daily communication, formal weekly, monthly and quarterly reviews.

•The implementation of the “COPC Quality System” which sets in place key measures/metrics for core business processes and provides a consistent standard across the business, ensures proper target setting, measurement, benchmarking, evaluation and actions to drive high performance, best practice and continuous improvement.

•A specific Business Continuity Plan (BCP) which provides comprehensive recovery procedures aimed at protecting technological, IT and data capture.

Key Results & Benefits

Aegis and PTV have now successfully worked together for over five years. The open and honest nature of the relationship

Vol. 8, 2012

- Aegis ranks #14 in the 2012 Global Outsourcing 100 by the International Association of Outsourcing Professionals (IAOP).

- Aegis acknowledged as the “Outsourcing service provider of the year” in the Asia communication Award 2012

Aegis is a global consulting, technology, outsourcing and training & education company committed to impacting clients’ business outcomes by focusing on enhancing customer experience across all touch points and channels. Aegis was founded 30 years ago in the US and now has operations in 55 locations across 13 countries with more than 55,000 employees. Aegis services over 300 clients from verticals such as Banking, Financial Services & Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities. The company is wholly owned by the Essar Group, a USD 27 billion conglomerate.

For more information, visit www.aegisglobal.com or follow us on Facebook (www.facebook.com/aegisglobal) and Twitter (@aegisonline)

Awards

Global Footprint

About Aegis

Case in PointAegis & Public Transport Victoria - Creating better experience for public transportation users in Australia.

The Client

Public Transport Victoria (PTV) is the central stop for Victorians who want information on public transport services, fares, tickets and initiatives.

The Business Challenge

PTV receives approximately 1.4 million customer service contacts annually. In the interest of creating better outcomes for end users, outsourcing the PTV contact center was seen as the most commercially effective way of providing call center services to public transport users.

PTV sought to engage a partner that had the flexibility, knowledge and experience to be able to effectively meet the varying levels of demand which can change rapidly due to unexpected disruptions to transport services, special events and peak/off-peak use.

Aegis was brought on board with a mandate to provide outstanding customer service and complement the other customer services already provided by PTV.

Solutions Delivered by Aegis

Aegis brings expertise, efficiency and innovation to enhance the capability of PTV’s call center and ensures the provision of a seamless customer experience for Victorian public transport users.

The scale of Aegis’ operations also brings the flexibility to ramp up and down call center services, depending on customer needs at any particular time.

Aegis has worked with PTV since 2006. The contract was renewed in 2011. The services Aegis now provides to PTV are:

•service quality

CX INNOVATION:THE ONLY SUSTAINABLE DIFFERENTIATOR

9 Best Leaders in Revenue Growth 9 Best Leaders in Number of Employees 9 Best 10 Leaders - Health Care 9 Best 20 Leaders - Financial Services (Banking, Markets) 9 Best 20 Leaders – Telecommunications 9 Best 20 Leaders - Customer Relationship Mgt. Services

9 Best 20 Leaders - Information/Comm. Technology Services 9 Best 20 Companies - Financial Management Services 9 Best 5 Leaders in Australia/New Zealand 9 Best 20 Leaders in US 9 Best Companies in India

Argentina:> Tucuman> Cordoba> Bahia Blanca> Mar del Plata> Buenos Aires City (2)

Philippines:> Baguio> Cebu (2)> Manila (3)

New Zealand:> Auckland

Australia:> Melbourne (3)> Sydney

South Africa:> Johannesburg (2)> Durban

UK:> Manchester

US:> Irving, TX (2)> Killeen, TX> Port St. Lucie, FL> Fairmont, WV> Joplin, MO> Sierra Vista, AZ> New York, NY> Los Angeles, CA

G lobal Headquarters

Costa Rica:> San Jose

Peru:> Lima

Saudi Arabia:> Riyadh> Jeddah

India:> Noida> Gurgaon> Lucknow (2)> Hyderabad> Bangalore (2)> Hazira> Ahmedabad> Pune> Mumbai> Kolkata (2)> Jamshedpur> Bhopal> Gandhinagar> Srinagar> Chennai> Vijaywada

UAE:> Dubai

Sri Lanka:> Colombo

Aegis – PTV engagement is recognized by Australia’s prestigious Contact Center Management Association’s Government Contact Center Excellence Award 2011, acknowledging Aegis’ expertise and Innovation in providing seamless CX for Victorian public transport users.