BUSINESS PROCESS OUTSOURCING (BPO)

Presented byAmee shah Debashish Fernandes Melissa D`souza Praveena Kudav Tariq Ahmed 6 13 26 38 49

INTRODUCTION


Intelenet Services being leading third party BPO Company. Holds 31 centres globally that delivers Business Process Outsourcing Services to 500 companies distributed across USA , UK, India and Australia Founded Oct 2000 joint venture of HDFC and TCS Intelenet Global Services - over 28,000 employees across 33 locations in India and overseas. The Intelenet growth story involves rapid growth from just 25 employees at a single site to over 32,000 employees across 35 centres in India and overseas in just 7 years, making it the 2nd largest employer in the Indian BPO space.

 

Mumbai, 2005 Intelenet Global Services, a HDFC-Barclays joint venture and amongst Indias leading International Business Process Outsourcing (BPO) companies acquire Sparsh, largest domestic BPO companies in India employing over 4000 people. It operates from five locations in India and services over 40 clients, most of which are Indian blue chip companies.

"One-stop shop" for state-of-the-art

global technology and BPO solutions

Technology


The technology of Intelenet Global Services incorporate elements of flexibility ,aiming at a 100% uptime, mitigate the risks. Improved methodologies are combined with technology.
This BPO is COPC 2007 certified I.e customer operations performance center. This is required for industry to maintain standards.

OPERATIONS

Operations
Operations are performed on day to day bases for business with  complex contact centre operation  high call volume Fundamentals of operations

ALIGINING OPERATIONAL GOALS with SERVICE LEVEL AGREEMENT Forecast Transaction / call Volumes Target Avenue Handle Time Cost Per Seat/Transction Hour % Calls handled in a specified Time Avg. Speed of answer Abandon Rate % Leads per hour Turnaround time

Meet Operational Budget

Reduce Waiting Time

Increase Lead Generation Increased Responsiveness

Increased time slot of work Cost effective Reduced Employees increased payment (skilled) Reduce % of calls answered Average handling time increases No. of calls in Que increases % of calls answered decreases  SLA is also involved i.e client live call monitor wich is handled by the employee which either passes or fails. All these operational reports are send to the CRM

Avaya automated call distributors. Automatic Call Distribution(ACD). Version 5.2



 

AVAYA is a database administration as well as reporting application used in businesses to help identify operational issues. Uses Windows interface. Receiving of customized threshold and exception alerts, all in real time. View historical reports which helps to analyze trends, establish performance benchmarks and plan new marketing or customer-service campaigns. Reports are easily customized so that they suit the needs of business. Having an easy access to historical and real-time data helps managers make faster, better informed decisions, for effective contact-centre operations.

Important Features of this system



Abandoned Call Search : Identify abandoned calls if the caller hangs up before the call is answered. If the calling party has abandoned the call, CO sends the system a disconnect signal within 800 ms. The system interprets this as an abandoned call, and hence releases the trunk. This way the call does not ring the hunt group member or agent. ACD options by the agent: Agent Login ID screen takes over the system-wide settings on the Feature-Related System Parameters screen. If any options will be set to system on the Login ID screen, the system-wide setting is applied. Add/Remove Skills: A skill has a numeric identifier in communication server thus refers an agents specific ability. Queue-status indications = Time Warning Port (per split or skill) and Calls Warning Port (per split or skill) Avaya Call Management System (CMS) or Basic Call Management System (BCMS)

Agent Call Handling : Agent login and logout 1. an agent can be in one of four work modes: 2. Auxiliary Work (AUX) 3. auto-in 4. manual-in 5. After Call Work (ACW) An agent can change work modes at any time. This is then totaled by KPI to calculate the exact number of working hours. Automatic Call Distribution:  Auto-in work mode continuously.  An agent who is in auto-in work mode become available for another ACD call immediately after disconnecting from an ACD call. Inbound Call Management :  Integrate features of the communication server with host-application processing and routing, and automate delivery of caller information to agents displays.  Creates a sophisticated system to handle calls

ACD screens(few)

  

Agent LoginID screen Call Classification screen Feature-Related System Parameters screen Policy Routing Table screen

CASE STUDY


Client Sparsh's client is one of the largest nationalized banks in India. The bank has won numerous accolades for its service excellence and has emerged as one of the top 10 brands in India. With over 4,500 offices spread across the country, the bank serves more than 3.5 crore customers.

PROBLEM The client needed a partner to manage huge number of inbound customer calls at competitive costs, and with high efficiency. With its operations growing, a key requirement was a partner with equivalent scalability capabilities to handle a growing customer base.

SOLUTION


 1. 2. 3. 4. 5. 6. 7.

Sparsh catered to the bank's inbound customer service requirements using AVAYA, managing both the bank's existing customer base and potential customers. AVAYA handles a wide range of customer queries, provides relevant information about the bank and also addresses customer complaints. The team handles customer queries on Balance amount Cheque status Amount clearing Expired passwords Rejected cheques Statements Blocked amounts

Quality assurance
Stringent performance measurement technique.  Audits of calls  call opening,  identification and verification,  product explanation,  speech clarity and  call closure. eg: Four calls per agent per week are audited. Direct feedback. Impacts delivered High-level performance and ability to scale has delivered the following benefits to the bank  Consistently met the service level, headcount and login targets  Surpassed the Average Handle Time and Abandon Rate targets on an ongoing basis improving productivity  Improved service levels, Significant cost savings, Improved service quality  Freed bank's resources to focus on core business activities


Best Service Routing

Benifit There is customer Satisfaction How Improved They Lower average speed of answer, thus more calls handled Probability that expert agents will be available for a specific call type Lower abandonment rate Balance the load between locations in a network, BSR reduces extremes in wait times between the locations. Improved productivity Improve service without adding staff, or reduce staff while found maintaining your current level of service. Faster delivery of interflowed calls Increased performance Less messaging and processing required per call and hr. Increased seen revenue is Lower average speed of answer (ASA), thus more calls handled carefully Lower abandonment rate found Lower network cost Greater probability of high-revenue generating agents will be available for a specific call type only

SCREENSHOT

FINANCE & ACCOUNTING INFORMATION SYSTEMS

 

Financial information systems (FIS) Record financial events and data. Summarize it.

These systems make use of information and communication technology in financial operations to: Support management and budget decisions.  Prepare financial reports and statements.

Accounting Information Systems (AIS) is a system that collects data and processes it into information to be used by decision makers . It combines the study and practice of accounting with the design, implementation, and monitoring of information systems.

General Model of AIS

Case Study
The company Intelenet faced the following problems:  Increased transaction processing time and costs.  Need for control over assets.  Need for automated process documentation and allocation.  Reduced end-customer satisfaction.  Pressure on customer retention.

Thus Intelenet utilized SAP FI/CO

SAP Basic Structure

User Flow Control Component

Input from User

Screen Interpreter

ABAP/4 Interpreter

Execution

Output

System

ABAP - Advanced Business Application Programming language

SAP Components:
1.

Financial Accounting Component

General Ledger is fully integrated with the other SAP Modules. Within the General Ledger all accounting postings are recorded; up-to-date view of the financial accounts. Accounts Receivables records all account postings generated as a result of Customer sales; updated in the General Ledger. Accounts Payable records account postings generated as a result of Vendor purchasing activity. Asset Accounting fixed Assets. Bank Accounting management of bank transactions in the system including cash management. Special Purpose Ledger is used to define ledgers for reporting purposes. Data can be gathered from internal and external applications.

 

2.

Funds Management Component

Funds Centre records, reviews and reports funding, revenues and spending. Funds Management allows management to set budgets for revenues and expenses within the organisation. Commitment Item reports a summary of budgeted and actual transactions; helps in cost control. Also Fund funding of projects.

3.

Controlling Component

Cost Center tracks and monitors the initiation of a transaction from a department/unit. Cost Element records the general ledger number.

Financial Accounting

Funds Management Funds Management

Controlling

Cost Center

Accounts Receivables

Accounts Payable

Funds Centre Cost Element Commitment Item

General Ledger

Advantages


 

  

Automatic postings were generated in the General Ledger. Tracked both revenues and expenses. Enabled customer analysis. Also integrated with the H.R. and Sales/Marketing departments. SAP allowed the categorization of assets. Analyze transactions. Reduced costs and saved time.

Screenshot

HR and ADMINISTRATION

Human resource management is the strategic and coherent approach to the management of an organizations most valued assets the people working to contribute the objectives of the business.

The HR is managed by HRIS (Human Resource Information System)

The HRIS consists of :  Employment in the organization  Management of employee information  Reporting and analysis of employee information  Complete integration with payrolls and accounting system

SAGE ABRA HRMS includes

Web based employee self service Benefits enrolment Workflow features to keep the workforce connected at all times. It helps in Simplified recruitment to get the right employee for the job Track of employee attendance Automatic employee training

      

  

Cultural Activities Induction Programme Salary of the employee

It enables all employees to be enrolled in direct deposit regardless of an existing banking relationship.
It integrates with the existing payroll system and features an user friendly online enrollment platform. It reduces costs and improves employee satisfaction.

SALES AND MARKETING

Some of the tasks of the sales and marketing teams include:

      

Market research and analysis Market segmentation Implementation planning Project, process and vendor management Organizational management Advertising and Promotions Reporting, measurement, controlling and feedback system

ZOHO MKIS system



This software is provided by the Indian IT company ZOHO Corporation. This software has interconnected two subunits:
 

Marketing Management Software Sales Force Automation (SFA) Software

MARKETING AUTOMATION SOFTWARE

     

Market Research Plan & Execute Marketing Campaigns Execute Email Marketing Generate Leads Manage Marketing Contacts Measure Marketing Performance

SALES FORCE AUTOMATION (SFA)

Sales Force Automation Modules include: Managing Leads  Tracking Sales Opportunities  Managing Accounts  Managing Business Contacts  Follow up of Sales Activities  Forecasting Sales  Generating Sales Quotes

Components of the marketing and the sales information systems

    

Marketing research system Marketing implementation systems Sales force automation (SAF) Internal reporting system Performance analysing and measuring systems

MARKETING EXTERNAL ENVIRONMENT

CLIENTS

MARKETING RESEARCH SYSTEMS MARKETING IMPLEMENTATION SYSTEMS CLIENT INFORMATION MANAGEMENT SYSTEM INTERNAL REPORTING AND PERFORMANCE MEASURING SYSTEMS STRATEGIC, CONTROL, OPERATIONAL DECISION MAKING SYSTEMS SALES FORCE AUTOMATION SYSTEM

Customer relations management Operations

Finance and accounts

CONVERT LEAD

FORECASTS

PERFORMANCE ANALYSING TOOLS

Advantages
 

Perform activities in a organized, integrated and efficient manner People at every managerial level were aware of the events, activities, news and tasks pertinent to them Enabled departments communication with the various departments of Intelenet like the operations, finance and accounting, customer relation management, etc Customer intimacy and satisfaction

Customer relationship management(CRM)

Customer relationship management



Customer relationship management (CRM) is a widely-implemented strategy for managing a companys interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processesprincipally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service

CRM IN INTELENET


  

  

 

CRM is sub categorized into three types according to the need of the client . Inbound Customer Service Sales Technical Support Outbound Sales Collections Surveys E Services Email Live Chat Click to Call

Avaya global connect CRM solution      

 

Intelenet uses Avaya CRM solutions to cater the CRM needs of the buisness which are outsourced. FeaturesCall Vectoring Location Preference Distribution Advanced Segmentation Integration with CTI(computer telephony integration) Dialer Delivers more consistent, personalized customer service by matching agent skills with caller needs. Provides maximum flexibility in call routing decisions. Reduces costs while increasing efficiency and effectiveness by supporting agent specialization and consolidation. Supports branch office and distributed enterprise model for contact centers. Provides routing capabilities across locations to enhance survivability options.

salaries

internal server

employee attendance sales and marketting

server

customer data client server or external server company data

Case study:intelenet


  

Intelenet basically has a u.k based client which is a credit bureau agency. Intelenet along with CRM solutions provided by avaya outsources their operations. Intelenet handles disputes, disclosures, and maintenance and service desk for internal and external customers of the client. This includes: Manage end consumers calls and written disputes wherein client system is updated post verification based on nature of the call Consumers are provided with their Credit report after detailed verification Verification of information reported on consumers credit reports Any change in the credit record details are reported into the system Disputes in Credit reports are resolved or documented in the system for escalation Change of personal details are made on the system after proper verification

Resolution of consumer queries in regards to credit reports provided Help consumer understand their credit reports to check credit worthiness Update clients system with latest information to ensure consistent information shared by all credit bureaus Helpdesk service includes Password reset, trouble shooting for equipment failure, trouble shooting for client applications and software problems and outbound calls to update callers on status of ticket and confirm issue resolution.

customer calls the bpo

pop up generated through avaya's CRM solution software giving data on the customer

the information or data is mined in the database and transferred through client server

if the query regarding loan is answered the process ends here and if the call is to be transfeered toa another executive via LAN in the BPO

the CRM software analyses real time report on customers behaviour,confidential data like bank balance and other bank history is generated

the query of the customer regarding the loan is generated

there are various options on the employee screen to transfer the call which is done through CRMMS

the CRMMS provides real time solution wether the loan is to be granted or rejected

avaya also provides FORTINET which secures the data in the BPO which is transferred through LAN and is resistant to Viruses. The ip adress is secured via a VPN(virtually protected network)IP against trackers and hackers

Impact of intelenet and avaya CRM solution on the credit bureau agencys process: productivity increase by over 50% in written work and 30% reduction in Average Handle time for calls Quality measurement system moved from Average score to Critical Accuracy. Data Accuracy consistently at 98% with Voice processes achieving 97% Moved from functioning as a Cost Center to a Profit making unit by generating Sales Revenue for the Client, highest Sales Conversion rate amongst all client sites

Case study:

The challenge: The client's business expansion plans called for frequent add-ons, upgrades and expansion to its network architecture. As a result, it had acquired a hybrid network infrastructure to address its changing business needs. Latency in the network would prevent network stability and application performance.

The solution


The solution:
Patni' solution primarily focused on ensuring a well-planned, but accelerated process for knowledge and responsibility transition. Patni's internal helpdesk for the client provides a single point of contact interface for the client's user community, and coordinates with the client's support teams and relevant third parties. Problem resolution on our helpdesk ranges from printer failure calls and system access requests, to queries on MS-Office applications. Patni's solution domain for the client includes: Level 1 Support for over 2500 employees of the client across UK PC Hardware/Software and Peripheral support Password resets/Account unblocks for mainframe, client's intranet, resource bookings, Windows NT, Lotus Notes and Remedy (CRM application) Managing LAN and Mainframe printers Maintaining contact database for Remedy

Results
     

Number of calls answered within 20 seconds: Target 80%; Achieved 96% 100% of severity 1 and 2 issues are escalated within 5 minutes More than 80% of the all support calls are resolved at level 1 The client is able to offer better quality services to its customers at a lower cost, through its strategic alliance with Patni The client acquired the capability to look at new businesses over and above current capabilities, with Patni as its extended service delivery arm.

Thank you.