Fusion Induction Presentation

8/2/2019 Fusion Induction Presentation

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Induction Program

HR Department


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Fusion BPO services is a global management consulting,technology services and outsourcing services provider company, with

more than 2000 highly skilled people, serving clients in 120 countries

with 9 delivery centers.

Combining unparalleled experience, comprehensive capabilities across

all industries and business functions, and extensive research on the

worlds most successful companies, Fusion BPO Services collaborates

with clients to help them become high-performance business houses

and governments.

What We Are


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To provide our clients with the highest level of performance

and quality by continually investing in our people, processes and

infrastructure to enable us to deliver World Class Service. We

strive to ensure a strong financial return to our investors and

shareholders by catering to all their business process outsourcing

needs

Our Mission Statement


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Our customers, employees, investors, and suppliers are our partners.

Fusion creates and maintains outstanding partner relationships by:

Ensuring partners benefit financially as Fusion succeeds.

Delivering on all promises to our partners.

Maintaining honest and open communication.

Encouraging creativity, innovation, and mutual respect.

Our Partners


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Our Corporate Vision

The vision of Fusion BPO Services is to be every clients

customer satisfaction partner. We believe in a constant pursuit to

set high standards at each and every stage of our well-definedprocesses including BPO services as well as other outsourcing

and call centre services. We strive to ensure that all our clients

get maximum productivity from their respective businesses.


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Fusion BPO is a company that strives to be a customer-satisfactionpartner of the client.

U.S. corporation, global reach

5 Contact Centres in Canada

2 Contact Centres in India

1 Contact Centre in Philippines

24/7/365

Robust infrastructure and technology

Wide-breadth industry experience and offerings

Overview


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Customer Service

Technical Support

Tele Marketing

Order Taking

Internet Marketing

Web Development

Our domain expertise includes:

Telecommunications, Solutions Providers, Insurance, DirectMarketing, Market Research, Among Others.

Our Services


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What We Do

Voice Based

Inbound

Customer Services

Outbound

Sales

Survey

Lead Generation

Served from

Canada

India

Philippines

Non Voice

Transcription

Transaction Processing

Served from

India


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Global Presence

Customer Locations

United States

Canada

United Kingdom

Ireland

Australia

India

Centre Locations

5 Sites in Canada

2 Sites in India

1 Site in Philippines

Growth Areas for Centre Locations

United States

Latin America

Philippines


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Canada Centres

Miramichi, NB

Grand Falls-Windsor

Marystown, Newfoundland

Stephenville

Wallaceburg, ON

Marystown

Opened 2007

Capacity 50

Seats Avail. 10

Agents 40Mini-centre

Grand Falls-Windsor

Opened 2000

Capacity 150

Seats Avail. 40

Agents 120

Our first call centre

Corporate houseOperations, quality, training,

and workforce

Stephenville, Newfoundland

Opened 2006Capacity 50

Seats Avail. 10

Agents 40

Mini-centre location

Miramichi, New Brunswick


Seats Avail. 20

Agents 45

Mini-centre location

Wallace burg, Ontario

Opened 2007

Capacity 300

Seats Avail. 200

Agents 120

Corporate house

Accounting

Spanish and French


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India Centres

Kolkata #1

Kolkata #2

Kolkata, India #1


Seats Avail. 0

Agents 350

Our first India call centre

Operational leadership

Kolkata, India #2


Seats Avail. 100

Agents 130

2-miles away from main location


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Philippines Centre

Manila,Philipines

Opened 2009

Capacity 225

Seats Avail. 100

Agents 130


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2000

2003

Incorporated; Spun off

Won Quality Award

First retail client--Memorex

Recognized for company size

Opened 2nd center

Recognized for annual growth

Won first contractTracfone

+ =2000 20082004

Milestones 2000 to 2003


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Manage rebates

Validate insurance information

Started taking AT&T calls

Opened Guatemala operation

Registered as Xplore-Tech

Moved to new facility (Kolkata #1)

Changed technology to Stratasoft

2004

2005



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Successfully moved 2 clients toGuatemala

Took first TXU call in GuatemalaFirst inbound customer care

172 seats, first center maxed

Added 2nd facility

2005

2006



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2006

2008

Opened 3rd facility in Siliguri

Xplore-Tech acquires HDN

Opened 3rd center

Sold Guatemala operation

Opened 4th center

Opened 5th center

Took first iPhone call

Processed first order for iPhone



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2008

Implemented Aspect in New York

Re-branded company to Fusion BPO

Milestones 2008 onward


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People Behind Us

Pankaj Dhanuka

Director

Overall responsible Global for Sales and

Marketing, Finance and Administration and

Technical. He co- founded the parent companyXplore -Tech Services with Kishore Saraogi in

March, 2004 and is a significant owner of the

Fusion BPO Services. Mr. Dhanuka, an all India

rank holder in CA and CS examinations, has vast

experience in ITes industry. His gamut of work

experience includes UTI, Lodha Capital Marketsand Web Development Company.

Kishore Saraogi

Director

Overall responsible for Global

Operations, Human Resource, Training.

He co-founded the Xplore Tech Serviceswith Pankaj Dhanuka in March, 2004 and

stands as a significant owner of the Fusion

BPO Services. Mr. Saraogi has also been

an all India rank holder in CA and CS

examinations. His feats include ventures

in ICICI Securities and Finance, Usha

Martin Telekom Limited, Usha

Communications and Martin Access etc.


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People Behind Us

Nalin R Tikkoo-President President and Head of Canadian Operations

Michael O NeilVice President

Responsible for Sales and Marketing

Sukumar Basu-Chief Financial Officer

Overall responsible for Accounts, Finance and Legal

Rosalind StricklandOperations Head

Responsible for Canadian Operations

Keith WarehamDirector IT and Telecom

Responsible for IT and Telecom


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People Behind Us

Surmit Dey -Head of Business Development

Roger Thomas- Head of Quality & MIS

Ujjal Bhattacharya -Head of Quality & RTA

Rajiv Ranjan Khan -Head of Training, India Chapter

Oindrila Banerjee Das -Head of Human Resources Development, India Chapter

Rajan Singh -Head of IT & Telecom

Shounak Ghosh -Head of IT Security


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People Behind Us

Ritesh ChakrabortyDy. General Manager

Overall responsible for India Operations

Park Circus :

Gaurav Vimal -Sr. Manager Operations

Ferdinand Anthony -Assistant .Manager Operations

Park Street :

Sonal Daniel Gomes -Manager OperationsArshad Rahman-Assistant Manager Operations


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HR Policies

Leave Policy

Attendance Policy

Performance appraisals

Trainings

Compensation & Salary

Career Progression

Employee Recreation


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Code of ConductGifts and donationsThe organization and its employees shall neither receive nor offer or make, directly or indirectly, any illegal payments,

remuneration, gifts, donations or comparable benefits that are intended, or perceived, to obtain uncompetitive favoursfor the conduct of its business. The company shall cooperate with governmental authorities in efforts to eliminate allforms of bribery, fraud and corruption.However, the organization and its employees may, with full disclosure, accept and offer nominal gifts, provided suchgifts are customarily given and / or are of a commemorative nature.

Ethical conduct

Every employee of the organization, shall exhibit culturally appropriate deportment in the countries they operate in, anddeal on behalf of the company with professionalism, honesty and integrity, while conforming to high moral and ethical

standards. Such conduct shall be fair and transparent and be perceived to be so by third parties.Every employee of the organization shall preserve the human rights of every individual and the community, and shallstrive to honour commitments.Every employee shall be responsible for the implementation of and compliance with the Code in his / her environment.Failure to adhere to the Code could attract severe consequences, including termination of employment.

Regulatory complianceEmployees of the organization, in their business conduct, shall comply with all applicable laws and regulations, in letterand spirit, in all the territories in which they operate. If the ethical and professional standards of applicable laws and

regulations are below that of the Code, then the standards of the Code shall prevail. As good governance practice theemployee should safeguard the confidentiality of all information received by the employee by virtue of his/her positionand or coarse of his/her duties. The unauthorised divulgence of such information may render the employee liable fordismissal.


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Code of Conduct

Concurrent employmentConsistent with applicable laws, an employee of the organization shall not, without the requisite, officially written approval of the

company, accept employment or a position of responsibility (such as a consultant or a director) with any other company, nor provide

freelance services to anyone, with or without remuneration. In the case of a full-time director or the chief executive, such approval

must be obtained from the board of directors of the company.

Conflict of interest

An employee shall always act in the interest of the company, and ensure that any business or personal association which he / she may

have does not involve a conflict of interest with the operations of the company and his / her role therein. An employee, shall not

accept a position of responsibility in any other non-XPLORE TECH company or not-for-profit organisation without specificsanction.

An employee of the organization shall not engage in any business, relationship or activity which might conflict with the interest

of XPLORE TECH group. A conflict of interest, actual or potential, may arise where, directly or indirectly:

a) An employee is in a position to derive an improper benefit, personally or to any of his / her relatives, by making or

influencing decisions relating to any transaction.

b) An independent judgement of the companys or groups best interest cannot be exercised.


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Code of Conduct

Protecting company assets

The assets of the organization shall not be misused; they shall be employed primarily and

judiciously for the purpose of conducting the business for which they are duly authorised. These

include tangible assets such as equipment and machinery, systems, facilities, materials and

resources, as well as intangible assets such as information technology and systems, proprietary

information, intellectual property, and relationships with customers and suppliers. All processes,

documentation, training Integrity of data furnished

Every employee of XPLORE TECH shall ensure, at all times, the integrity of data or information furnished by

him/her to the company. He/she shall be entirely responsible in ensuring that the confidentiality of all data is

retained and in no circumstance transferred to any outside person/party in the course of normal operations

without express guidelines from or, the approval of the management.

Reporting concerns

Every employee of XPLORE TECH shall promptly report to the management, and / or third-party ethicshelpline, when she / he becomes aware of any actual or possible violation of the Code or an event of

misconduct, act of misdemeanour or act not in the companys interest. Such reporting shall be made available

to suppliers and partners, too.


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Leave Policy

After confirmation any agent is entitled to 12 PLs in an year. Leave plan should be intimated and got approved well in advance

with all the duplicate keys and back- up files made available with therespective supervisor


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Attendance Policy

Trainees cannot remain absent for more than 3days in a month during the training period.

In case any trainee is found doing the same,their salary will be put on hold and they alsohave to continue their traineeship for 1 moremonth than usual.

A i l


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Appraisals

The performance review is done annually in the organization

How do we Access You ?The promotions in the organization are usually governed by the following

factors:

How well an employee performed in his / her present job.

How much potential an employee has for future responsibilities.

How much additional knowledge he / she have acquired for furtheradvancement.

Personal attribute, work habits, attitude towards self and others, ability to

get along with the team, leadership qualities, personal contribution to the success of the company determines his / her

competence for promotion.

Feedback given by all those who work with the employee such as his /her superiors, subordinates, peers and the customers.


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Career Progression

All employees will have an excellent opportunity to grow within the

organization through Internal Job Posting (IJP)

IJPs are conducted to give all eligible employees a fair chance to prove their abilities

This is a drive to recognize and reward talents of the employees

Employees can have both vertical and lateral movement to variousdepartments like Training, BD, Quality, HR, Technical andOperations through IJP

Appraisal for all employees for future growth and counseling throughSWOT analysis


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Trainings & Compensation

Compensation & Salary

Salary is paid on 1st / 3rd - of every month.

Salary is to be treated as confidential information and no communication is to bedone with colleagues and other staff

Trainings Include Generic Training 10 Days

Training Evaluation EOD 10th Day

Process Training 5 Days

On the job Training 45 / 75 Days

Evaluation is a screening process where different shifts are decided as well as apersons viability to be in the organization.


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Employee Recreation

Birthdays

Birthdays are celebrated on 1st week of the month. arrangements ofbirthday celebrations are done by the HR department all cost bear by

the company.

Picnics


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Transportation

You can avail the company provided Transport for the pick up and/or dropdepending on your roster and shift timings.

Your Line Manager would inform you regarding your shift timings, your cabnumbers and the necessary details.

You should avail the facility at the prescribed time and ensure nodelay happens in the process.

You should provide accurate address and phone number to the Line Managerand the Administration team.

Mis-routing of the cab, stopping the cab for personal reasons andconsumption of alcoholic drinks and smoking in cabs are strictlyprohibited.

Please co-operate with the drivers and the transport team to helpthem reach your destination safely and on time.


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Work Culture

Dress Code

Language

Employee Addressing

Data Security

Feedback Culture

Working Days

Mobile use


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Data Security

No employee shall be visiting websites other than those required by the organizationand specified by the technical team.

Mobile phones, CDs, Floppy Disks, Pen Drives and other portable devices which can

store data will not be allowed inside the floor.

No employee shall be allowed entry without a valid ID card or other supporting

documents.


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Following are the dressing guidelines for Fusionites:

Whatever you wear always select clean, pressed and wrinkle-free clothes. Your outfit should communicate

professionalism and it should be tasteful and decent.If not in business formals, you should be dressed in smart business casuals which can be a collared shirt, polo shirt or

a sweat shirt with trousers such as chinos, khakis, corduroys, dockers or decent denim trousers. A casual sport coat is

also appropriate. But before you go casual, check your daily planner to make sure you don't have any meetings with

clients that require formal business attire.

For women smart casuals are a shirt, jumper, sweater or cardigan or with a skirt, dress or trousers and shoes or boots.

Or they can also get dressed in salwaar kameez , saree, kurti or a tunic with a pair of formal trousers and low heel

sandals.

Torn jeans, shorts, capris, tank tops, miniskirts, low waist trousers etc. are too casual and therefore prohibited.

Workout wears like spandex etc. are to be saved for the gym.

Cologne when it is strong scent is a turnoff to most people. So best go for mild fragrance .

Long, fake or wild-colored nails does not really look good in office . Keep your nails short and neat.

Avoid revealing, plunging necklines, sleeveless and tight fitting attires. Clothing with bare midriff is not considered

decent. Make sure that your shirt is long enough to conceal your midriff. Let your clothes show off your good taste .

Hair should be clean, combed,neatly trimmed and arranged. Shaggy, unkempt hair, spike style, pony tail (for men),

untied long hair does not reflect a professional look and therefore should be avoided.

Work Dress Code

W k D C d


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No extreme hair colour please. Natural looking highlights are fine, but never dye your

hair blue, magenta or other colours not found in nature.

Sideburns, moustaches, and beards should be neatly trimmed.

Tattoos and body piercings should not be visible. Studies show that most people view

body jewellery as unprofessional and that people with multiple piercings are less likely to

be hired or promoted.

Employees who do not regularly meet the public should follow basic requirements of

safety and comfort, but should still be as neat and businesslike as working conditionspermit.

Certain employees may be required to meet special dress, grooming, and hygiene

standards, such as wearing uniforms, depending on the nature of their job.

At its discretion, on special occasions the organization may allow employees to dress in

a more casual fashion than is normally required. On these occasions, employees are stillexpected to present a neat appearance and are not permitted to wear ripped or disheveled

clothing, athletic wear, or similarly inappropriate clothing.

Work Dress Code


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Other Facility

Refreshments

While on duty, you are entitled for your refreshments provided by the company in the

company's cafeteria. No eatables are allowed on the floor.

Facility

You have to take ownership of the companys facilities. Keep your workstations clean. Do

not throw paper or plastics all over the floor. Do not spit in the production floor or in wash

rooms. Help us in keeping the Office premises clean and work-worthy.


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welcome !

to Fusion BPO family and

wishing you long andsuccessful career with us !

Documents

Fusion Induction Presentation