Numarketing BPO presentation

Nu Marketing
Company Overview
Business Process Outsourcing

www.numarketing.co.uk Nu Marketing confidential

Content

 Company Overview
 Infrastructure
 Project Management
 People Management
 Case Studies

2 www.numarketing.co.uk Nu Marketing confidential

Company Overview


NU Group: Client Focused Solution

Nu Group

Nu Marketing Nu Services Nu Seller

Outsourcing Business House Successful BPO Operations Multi Channel Online
Based Out of London, UK For Last 5 Years software for ecommerce

Software Development State of the Art Technology Built Proprietary
Application Development Being Used e-commerce Tool

Successful Delivery Across
Search Engine Optimization Industry Verticals i.e. Telecom, www.nuseller.com
Google Campaigns BFSI, MFG & HLS

Robust Project Lifecycle

Delivery & Operation Excellence


Nu Services: An Overview
Nu Services
• Working hand to hand with Local partner in
Gurgaon, India
• Clients from North America, EMEA & ANZ
• Registered with DOT and STPI
• Certified for ISO 9001 and ISO 27001
• Innovative and Cost-effective Business and
Technical Solutions
• Over 1000 Strong Employee Base
• Maintain High Quality Standards

Proven Expertise of BPO Operations

Vast hands-on Customer Experience

The Axis - Thought Leadership


Nu Services: Service Offerings

Transaction Processing (FAO & HRO) Collection Services

Contact Center (voice & non-voice) Level 1 & 2 Technical Support

Telemarketing (B2C & B2B) Market & Business Research

Online Survey Management KPO & LPO Services

Industry Specific Offerings
Insurance Claims Processing Mortgage Services Reservation & Ticketing

Logistics & Dispatch Health Claims Processing Billing & Retention Services


Multi-Channel Service Capability
 Integrated, Multi-channel Self Service Strategy aligned with the Client’s Customer Care Vision

 Self Service Objectives:

Improve Service Efficiency & Satisfaction

Lower Operational Costs by increased Breadth and Depth of Self Service Capabilities

Mitigate Infringement/Compliance Risk

Cross-leverage Sales & Service effectively

 Define & Implement desired Business Capabilities & Delivery Channels

Multi Channel Service Delivery

Voice (Agents) Mail Email / Chat Online—Platforms /
Blogs / Wikis

Across the Customer Lifecycle

Customer Service
Sales and Up Sell, Cross Sell
New Business
Marketing Training Tech Support & Collections


Quality Methodology Overview


Quality Framework

Stabilization with
Transition Optimization
Process Management
Flexibility

Continuous Improvements – People & Process

Continuous Improvements – Technology
Efficiency

Process Excellence
Lean & Six Sigma Six Sigma
Direction

Proven Transition
Methodology DMAIC DMAIC
(Under Implementation) (Under Implementation)
System

ISO 27001

ISO 9001:2000


Steps in Quality Deployment

Foundation Efficiency Growth

 Eliminating Call
Generators
 Waste Reduction.
 Performance
Support Tools
V  Vitality Training:  Process
A process level issues Standardization
& updates
L  Create WOW
U  Adherence to  FCR Experience
E Standards  Case Management
 Statistical Process  Knowledge
A Control of C Sat Management
D  Aligning internal  Small Projects
D measurement
 Retraining and
system
Retesting
 Aligning Training
with C Sat  Career progression

STEPS 1 2
2 3

Reliability and Predictability

Improvements


Infrastructure Overview


State of the Art : Infrastructure

Data
Architecture

Telecom Security
Architecture Architecture

Infrastructure

Location: Technical
Building Helpdesk
Infrastructure

Administration
Team


Our Location : Gurgaon, India
Based in ―Millennium City‖ – Gurgaon, India is the hub
of MNC’s, number of business centers, office complexes
and recreational areas such as PWC, KPMG, American
Express, Microsoft and Sapient

An ISO 9001:2000 & ISO 27000 : 2005 certified facility

Facility & Infrastructure with a capacity of 600+ seats; can
be expanded on demand

Over 1000 FTEs are working for various clients in multiple
domain
Main Building

Reception Production Floor


Voice Architecture


Data Architecture
Data Network Diagram
WAN Switch (NORTEL)
VSNL - 8 MB
MUX
Internet
Internet Reliance - 8 MB
Bharti - 8 MB

Router Reliance MUX Switch
(3662 Series)
Firewall
(Cyberoam)

Layer 3
Verint Logger (Nortel 8610)
Server

Dell Servers
PowerEdge 2950
HP Prolaint Servers
ML-350
File Server Domain Controller

Dialer Servers Anti Virus Server

ADC Exchange File Server
Symposium servers

Recording Server

Nortel Baystack
Switch – 420-24T


Layered Security : Logical & Physical Access

Logical Access Physical Access

Critical communications
Equipment, servers, CISCO ASA Building/Campus
Desktop/
Firewalls Security
workstations

CRM, Client
Tools, Home ODC,Labs,
Grown Tools CommRoom,
Server rooms, Wing/Floor, Tower
Data Center Security, Anti-Pass Back


Approach


Robust & Seamless : Project Lifecycle


3-Tier : Governance Model


Recruitment Plan
Match Skills Short list for Interviews Pre Screening
Assessments

Domain Experience
Receive Inputs from an
extensive Database of Communication Skills Client and ExpertServ
Resumes and Agency Screening to jointly agree on
Network Analytical Ability screening Parameters

Aptitude

Personal Interview

Soft Skills

Confidence

Attitude Final Selection

Medical Examination

Reference Checks

Background
Offer On-boarding
Verification


Nu Services Cares for its Employees
Health
 Onsite Medical Facility
 Mediclaim
 Group/Personal Accident Insurance

Quality of Work Life
Wealth  State–of-the-art Self Owned Facilities
 Periodic Salary Appraisals  Modern Cafeteria
 Attendance Incentive  Pick-up and Drop Facility – AC cabs
 Process-based Pay  Efficient Functional Departments
 Productivity-linked Incentives  Helpdesk-Salary, Tax and Technology
 Performance Pay  Recreation Facility i.e. Cricket etc
 Competitive Compensation  Regular Process Parties

Career/Personal Growth
Social Responsibilities  Bridge Training for New & Pre-hires
 Maternity/Adoption Leave  Reward and Recognition Program (R&R)
 Compensatory Time-off  Fast Track Leadership Program
 Mediclaim  Regular Promotions
 Career Opportunities - Within


Engagement Snapshot
Years in
Client & Geography Areas of Engagement
Business
Leading Online Seller of Wireless Since August Inbound Calling, Billing & Collections and
Services and Devices in the US 2005 Transactional Services for the Credit Check

Leading Online Seller of Wireless
Since April 2009 Inbound Chat Support for the Accounts Activations
Services and Devices in the US

Leading Online Seller of Wireless Since August
CyberRisk Back-office & Email Support
Services and Devices in the US 2005

A Large Debt Settlement Company
Since June 2008 Debt Settlement – Outbound & Back-office
in the US
Leading Online Seller of Perfumes Inbound, Outbound Customer Service, Collections,
Since January
in US & India (self-owned Telemarketing, Order Management & Vendor
2007
company) Management

Since February Outbound campaign for Secured Loan and Re-
A Large Broker in the UK
2006 mortgage

A large Data Management Since December
Data Extraction, Analysis and Modification
Company 2010

Leading Australian Firm Under Transition Customer Service


Case studies


Case Study 1 : Back Office for Credit and Activation
Client Profile
The Client is one of the Leading Online Seller of Wireless Services and Devices in the US.

Business Context Nu Services Solution Key Engagement Benefits

 Drivers for Offshore Outsourcing :  Engagement Summary  The client benefited from Nu Services
Standardizing Processes inherited Project Go-Live: Aug 2005 domain expertise
through Handling Multiple Wireless Location: Gurgaon  Cross & Multi skill training increased
carriers Productivity significantly
 Teams were created as per the carriers
Cost Reduction through Labor
 Consolidation and Standardization of the  Process deep diving resulted in identifying
Arbitrage and Process Efficiencies
processes Root Causes and applying Permanent Fixes
Improve Controllership by engaging a
 Creation of Process Documents with  We handle 90K transactions with 110 FTEs
Single Vendor for all services
clearly defined SLAs and Metrics as compared to 30K with 60 FTEs at the
 Activities in scope for the current process beginning of the engagement.
 Creation of a Performance Management
Post/Pre-Match Activation of the end Reporting that tracks SLA Metrics  Reduced multiple contacts by improving
user FCR. We achieved this by
 Creation of an Operations Structure that
Renewal & Upgradation of contracts is scalable and can resolve issues  3 way conferencing with client and
with multiple carriers without escalating to the Client customers
 Total FTEs in scope—110  Cross skill our FTEs on multiple
carriers


Case Study 2 : End to End Contact Center Support for
Verification and Fraud Review
Client Profile
The Client is one of the Leading Online Seller of Wireless Services and Devices in the US.

Business Context Nu Services Solution Key Engagement Benefits

 Engagement Summary  The Client has achieved significant Cost
 Drivers for Offshore Outsourcing : Savings while maintaining and improving
Project Go-Live: Aug 2005
Standardizing Processes inherited Quality
Location: Gurgaon
through Handling Multiple Wireless
 Customized Solution, successful Transition
carriers  Introduced initiatives to discuss the
progress of Training Classes and ongoing Operations resulted in better
Cost Reduction through Labor Utilization of Manpower, increased
Arbitrage and Process Efficiencies  Inducting of an American Trainer with
Productivity and enhanced Quality
excellent communication skills to
Improve Controllership by engaging a
strengthen Experiential Learning &  A positive Growth Trend in the Revenue
Single Vendor for all services
customer service generated for the Client
 Activities in scope for the current process
 SMEs from the Production Floor visit the  Higher Customer Satisfaction
Fraud Review Training Rooms and review the top
Verification Training Defects
 Monitoring and Calibrations of all types
 Total FTEs in scope— 70 of transactions with a view to assure that
all Internal, Client and End-user
We provide inbound, out bound, voice, requirements are met
chat, email & Auto Message services to  Cross Training for better Utilization of
the client Resources


Thank You

Visit us at
www.www.numarketing.co.uk


Numarketing BPO presentation

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