Ampower Corporate Presentation

AMPOWER OUTSOURCING

CORPORATE PRESENTATION

Apr 12, 2023 Company Confidential

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Introduction:

In 2003, we incorporated AMPOWER OUTSOURCING as a IT Enabled and Business Process Outsourcing (BPO) under the Companies Act 1956 specializes in Integrated BPO solutions across Customer Lifecycle and Back-office Lifecycle Management services. We have evolved sound delivery models and business strategies to delivery high-quality and Cost-effective solution to meet their goals and perform better. Our commitment, Customer satisfaction, Technical expertise, Corporate value and Transparency have made us a preferred Vendor to our Clients.

AMPOWER OUTSOURCING India, is pure play, third-party BPO Company offering both voice and non-voice services on a blended delivery platform.


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Summary

AMPOWER OUTSOURCING, a techno-savvy company, which believes in investing quality manpower and constant up gradation of technology and intellectual property, to deliver services, that always match or exceed customer’s expectations. Our services help you to cut costs and increase productivity. Our systematic approach has made us the most preferred remote e-services company, for companies looking for measurable business solutions.

AMPOWER OUTSOURCING has proven expertise in running world-class Business Process Outsourcing service operations catering to the needs of both Indian and global clients. You can get the satisfaction of working with a technology partner, who understands your outsourcing needs and works in tandem to provide reliable and scalable solutions.


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Summary

Designing a Solution is a specialized job to make the customers’ needs and requirements more automatic, productive, progressive and profitable. That's where AMPOWER OUTSOURCING comes in. The total understanding of the mechanics of the medium allows us to build productive and economical solutions. AMPOWER OUTSOURCING with its elite customers with a high customer retaining ratio is here with a long term Business Strategy and Relationship with its associates. This has made to achieve the goals in delivering the finest products to the customer. AMPOWER OUTSOURCING redefines customer service and business ethical standards of the IT industry. AMPOWER OUTSOURCING sincerely direct all it’s efforts to be the choice of customers.


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• Company Portfolio

Company Portfolio

AMPOWER OUTSOURCING has a 500+ seaters 24/7 facility in the midst of global MNC Companies at New Delhi, India providing cost effective services to various Multinational clients all over the world.

Our service portfolio includes Inbound

Customer Services (Tech. Support and Web Services( E-mail and Chat Support), Outbound services and whole range of data oriented back office services in transaction processing, Accounts Processing, Data Processing & Conversion.

The management of AMPOWER OUTSOURCING is a blend of young and experienced. The team has a cumulative experience of more than 30 years in the IT Enable Services Industry. During the past few years, the team has successfully executed various consultancy assignments for domestic and global clients.


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Company Portfolio The management has proven expertise in global market dynamics and have a strong business development team in U.S. and U.K. to position the company as a global performance center.

The company on creating a customer open environment with world class infrastructure, best of breed technology, team culture and quality in service delivery.

To ensure quality in service delivery, AMPOWER OUTSOURCING thrives onImplementing ISO standards in Each and every process. We follow stringent security standards and aiming to have COPC standards and Six Sigma practices in coming future.


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Manish Jha – Director

Roles and responsibilities:

Board Administration and Support.

Management Development.

Organizational Change Management.

Organizational performance management.

Business planning.

Ethics management system.

Group performance management.

Marketing and Promotions.

Financial, Tax, Risk and Facilities Management.

Experience:

5 years of experience in B.P.O sector.


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Megha– Head – Strategic & Corporate Planning

Roles and responsibilities:

Effective liaison between the client and the company.

Process engineering and implementation.

Campaign management.

Recruitment analysis.

Campaign Analysis.

Ensuring the process is achieving the client defined targets.

Workout on strategic planning to enhance the performance.

Workout on preventive and corrective actions as and when required as well as for any out of triggers which might affect the process performance.

Floor management.

Attrition management.

Shrinkage analysis.

Leadership team management.

Ensuring skip level meeting with the advisors.

Reports Analysis. Managing performance appraisals and incentives.

Experience:

6 years and 6 months experience in BPO sector.


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Contact Center Services From India To Rest Of The World

AMPOWER OUTSOURCING is a leading Contact Center company established in India.

Focused on building long term relationships with the Clients by delivering outstanding services to the final consumer.

With a strong combination of powerful technology and highly-trained personnel, we are able to compete in the global market, meeting the required standards by the industry.


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BPO

Business Process Outsourcing (BPO) has the potential enabling power to vitalize Businesses and energize Economic growth. BPO benefits are significant, sustainable and strategic - or rather, they can be. To ensure that customer expectations are consistently met and often exceeded requires a BPO Service Provider with the Right Stuff - starting off with:

Related Technology Domain Expertise - AMPOWER OUTSOURCING has developed extensive expertise in a wide range of emergent and mainstream Technology Domains. Some of these Domains bear a direct relationship to a wide range of B.P.O services - CRM/ ERP/ SCM/ Imaging & Workflow etc.


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Voice

AMPOWER OUTSOURCINGoffers a state of art Call Center facility with latest technology and competent personnel, ensuring cost effective solution to meet the inbound and outbound calling requirements. We provide round the clock services and support to our clients and ensure that you reach your customer anywhere and everywhere, anytime and every time.

AMPOWER OUTSOURCINGprovide extensive training for the call center agents on the accent and telephone handling skills. Our training covers Accent and conversation skills, Call center etiquette, Internet skills, Sales skills and Technical skills.


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Customer Care

Assisting consumers on using products and services according to their individual characteristics and needs.

Help Desk

Providing support to companies that market technological products and have a critical number of consumers who use them.

Up-selling and Cross-selling

Taking advantage of contacting the consumers to offer and sell different products and services of the same company.

Back Office

Integrating administration services, technology based scanning, data processing, document management and business processes solutions.

We Offer Inbound And Outbound services such as:-


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Profiling, Training & Competency Creation

Recruiting the right service personnel with the right attitude is a major priority for a growing organization like AMPOWER OUTSOURCING Specific skills, Knowledge, Values and Attitude are identified and aligned with client expectations and our business goals. AMPOWER OUTSOURCING well-structured recruitment process has attracted a large number of talented young people from the resource pool available in India. We manage retention and motivation through a highly structured career path, cross- functional opportunities and performance-oriented incentives.

Excellent written and verbal communication skills.

Basic PC skills. A high degree of Initiative to perform a

quality job. Be true team players brimming with team

spirit. Self-confident. Have a passion for excellence.


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Expertise


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Infrastructure

AMPOWER OUTSOURCING is located at the hub of technology in New Delhi, India. is home to 40% of India’s call center businesses and has an excellent resource base with good infrastructure and connectivity.

The center is located in the heart of the city in Country Capital in an independent office building with 10000 sq. ft. of office space to house 1000 people. The center is open 24–hours, has dedicated security, multiple redundant communications, Internet and power facilities ensuring uninterrupted operations and the highest uptime. Staff facilities at our center include recreational activities, canteen, meeting, conference and training areas.

Data and Information is protected through a Firewall, Active-Directory group policies and selective network access. We also have client-specific secure VPN connections where access to their infrastructure requires such a setup. The development center is connected to our Internet servers hosted in a world-class server farm.

Infra Structure


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Office and Facilities :

State-of-the art Call Centre at Delhi. It is Spread over an area of 10,000 square feet and has an Infrastructure for 1000 voice staffs:-- Training rooms and conferencing facilities-- Quality and Analytical Labs-- Canteen and Recreational facilities

Modern network infrastructure including :

-- IPLC – 2 mbps provided by airtel.-- ISP Providers – 2 mbps lease line.-- D-Link – 24/100.-- Fully Structured Cabling. (D- Link). -- 2 x 10 KVA UPS with 5 hours Power Back Up.-- 500 P-IV Machines with 512 MB RAM.

Operations Roadmap


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Stages

Performance Oriented Cycle

Step 1: Training

Step 2: Evaluation

Step 3: Live Production

Step 4: Ramp Up


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Step 1

Training Procedure

Training

Monitoring

QA

Trainers

Trainees

EvaluationScores

Nesting

Rejection/Retraining


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Step 2

Nesting Procedure

Nesting

QA

SME

Monitoring Reports NestingTL


LiveProduction


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Live Production

Step 3

LiveProduction Monitoring

QA

TL

ReportsProcessManager


Appraisal

Reports

OpsManager

Ramp Up


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Projection Plan - Operations

First QuarterSLA

Achievement &

Stabilization


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Projection Plan – Operations

Second Quarter

Exceed Client’s

Expectation


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Projection Plan - Operations

Third Quarter

Quality Department Roadmap


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Our Statement Of Direction

“We ensure a robust design approach

by planning, establishing and

controlling an effective quality

management system where we promise

to deliver quality services for all the

business processes of AMPOWER”.


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Our Objectives

Exceeding Client's/Customer’s expectation.

Innovative, cost and time effective services.

Consistent and continuous quality improvement.

Fulfillments of defined quality objective targets.

Develop the organization as an international centre for excellence.


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Orbitz Quality Model

Organizational Development

Performance Management

Audit

Management

Process

Management

Six Sigma / Lean

Transition Audits

Program Effectiveness Audit

Askprime QMS

5S & Visual Management

Instill Discipline at work place

Instill Process-driven approach as tool for continuous improvement

on SOD Improve Key SLA performance of Programs / Support providers

Improve Process compliance

Employee Suggestion Scheme

Make all employees participate in improving Organization’s growth

Transaction Monitoring

Achieving the defined targets and exceeding customer expectations

through effective monitoring


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Tactical Interventions – Process Management

• End-to end Process Mapping

• Institutionalize Process Management discipline

• Implement Best Practices

• Apply Industry Standards / Models

– COPC– Six Sigma / Lean– ISO 9001:2000 / ISMS 27001


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Leadership: How upper management leads the organization, and how the organization leads within the community.

Strategic planning: How the organization establishes and plans to implement strategic directions.

Customer and market focus: How the organization builds and maintains strong, lasting relationships with customers.

Measurement, analysis, and knowledge management: How the organization uses data to support key processes and manage performance.

Human resource focus: How the organization empowers and involves its workforce.

Process management: How the organization designs, manages and improves key processes.

Business/organizational performance results: How the organization performs in terms of customer satisfaction, finances, human resources, supplier and partner performance, operations, governance and social responsibility, and how the organization compares to its competitors.

Built On ISO & MBNQA Framework


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– Reduce Costs– Improve Service (Speed to Respond)– Improve Quality (Increase Compliance

Accuracy)

Why Use the Standard?


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Quality :

Accuracy

Knowledge of Agents

Consistency of answers across agents

First Call resolution

Service:

Phone – Speed of answer ( e.g., ASA or Service Level)

Non-phone – Cycle time : Length of time to process

Non-phone – On time : % on time to the targeted cycle time

Cost :

Cost per call to go down

From Customer's Perspective


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Definition of Quality

• In our organization “Quality” plays a major role and it means continual improvement.

• If we declare that we have “Quality”, it means there is also “Quantity”.

• So the motto of the Quality Department is “constant improvement in quality as well as in quantity”.


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Projection for 1st Quarter

Study the process clearly and frame the monitoring and otherformats and derive metric scorecard for the process.

Conduct pre transition Audit 15 days before go liveto check the readiness of theprocess and close the gaps identified.

Workout on corrective and preventive actions

if there is any out oftriggers and ensure

the process is achieving client defined targets

Perform effectivetransaction monitoring process based on compliance and customer satisfaction.

Provide effective feedback and ensure there is no repetitiveerrors as well as zero downthe errors completely.

Workout on action plan along with the operationsin case of any dip in quality metrics as well ascompliance.

Ensure complete process documentation

before go live.

• At the end of post 30 days from go live the process will be having a post transition audit to ensure compliance towards the standard and towards the client requirements. From there onwards there will be a process effectiveness audit happening every three months for operations.


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MONITORING

Shadow Monitoring Recorded Call – Review Online Call Monitoring Self- Monitoring Mock Role Play Customer Satisfaction

Survey

CALIBRATION

Recorded Transaction

Review

Conduct weekly transaction Calibration AuditInvolve client / supervisors / quality analyst for the

AuditMeasure and document understandingVerify & clarify understandingReport & document process and product changesIncorporate changes to evaluation / criteria Report call types & performance segment for future

evaluation

Call Types for MonitoringRandom CallsProduct / Process SpecificPerformance Segment wiseComplaints / Customer DissatisfactionEscalated CallsCall Backs Repeat CallsTraining batch wise

Feedback & Improve

Individual Review findings with Agent Document individual action plan Coach / Council for improvement

Group Identify common issues (Pareto) Conduct Root Cause Analysis Action Plan for improvement Communicate for implementation

Report & Review

Online Recording/Evaluator Key Performance metrics

Reporting Top Calls & call takers Trend & Analysis reporting Hot Key (commonly used

Idiom, phrases, expressions, lingo, etc.,) Measure Progress

Transaction Monitoring Methodology


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MONITORING FEEDBACK CALIBRATION REPORTS

RESPONSIBILITIES OF QUALITY ANALYST

LIVE MONITORING

SHADOW MONITORING

RECORDED MONITORING

MOCK CALLS

INDIVIDUAL

GROUP

TEAM

QUALITY

TEAM

PROCESS

TEAM

CLIENT

ADVISOR REPORT

TEAM REPORT

DAILY REPORT

WEEKLY REPORT

MONTHLY REPORT

Transaction Monitoring Contd…


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Transaction Monitoring Contd…

ObjectiveContinuous improvement of the overall customer experienceInter-departmental communication and information sharingConstantly refine, optimize processes and procedures

MonitoringTraining, coaching, mentoringDevelopment consistencyMutually developed quality scorecard

Complaint ManagementOwnership for resolutionResolutionPrompt follow-upClearly defined escalation procedures


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Thank Youwww.ampoweroutsourcing.org

Documents

Ampower Corporate Presentation