Business Process Outsourcing Service Provider

Voice & Non Voice

Submitted by

CONNECT INinfo@connectin.biz

UK: +44 20 8133 2229UK FAX: +44 20 8588 0497UK Mob: +44 755 035 4382

PK Tel: +92 614581582PK Mob: +92 341 6624940URL: www.connectin.biz

COMPANY AT GLANCE• CONNECT IN is a BPO provider with Operations across UK, Australia and South

Asia• Over 50+ professionals• Over 4 years of experience in BPO:

• Outbound Process• Inbound Process• Technical Support

CONNECT IN, has a BPO arm by the name of CONNECT (Pvt) Ltd It facilitates ‘Business Performance Improvement’ rather than mere cost savings and is a

notch closer to 'Business Transformation Outsourcing'.CONNECT IN works in tandem with companies ranging from small businesses, strong startups

to Fortune many companies, fostering booming partnerships and marketing mixes, which in turn produce lucrative results and success to all the partners allied with us.

Number of full time Employees in Pakistan:

Full time employees in India : 50+

Employees details in Outbound, Inbound and Back office support services:

• Employees engaged in outbound Support Services: - 20• Employees engaged in Lead Generation Support Services : 10+ or as per requirement• Employees engaged in Back End Services: 25-30

Unrivaled Expertise

Since 2007Improvement

Through Innovation

Consistent Quality

Commitment to

Deliver

Focus on Customer Service

Our BPO Team Expert HR Support

TECHNOLOGY

• Top Quality Headsets from A4Tech• Redundant Backbones for 100% uptime • Uptime Guaranteed UPS Support• Gigabit Ethernet Internal Backbone • Video camera surveillance • We’re using CISCO 3700 Series Routers for redundancy• We’ve Connections from Multiple Providers to avoid any

interruption in Services

Call Recorder from CONNECT IN Full Time Recording Screen Capture Event based Recording Rule Based Recording Recording On Demand Quality Monitoring Digital Phones and Headsets for CSR 6408D for CSR V headsets for supervisors Plantronics noise canceling headsets

Voice InfrastructureSupport Infrastructure

•24 x 7 In-house Helpdesk of experienced support team & established escalation process.•Remote monitoring of all equipments by Team Heads and equipment failure notification via e-mail and SMS.•Constant reviews and skill set benchmarking of external technology resources.•24X7 support on Cisco Equipment.•24X7 support on Servers and desktop.•Redundancy available for all vital components in Servers.•Adequate Inventory of Spares maintained in-house for Servers, PCs, Switches and Routers.

SERVICES

And many more customized services included…….

Current Business Operations with specific reference to capabilities around

A) Hiring

B) Training

C)Office Pictures

D) IT Security Set-up

(A) Hiring

Candidates are tested in a uniform and consistent manner using our Testing System. Tailored to your recruiting needs, the system allows applicants to complete an automated set of tests and

evaluations. This system also captures applicant data and downloads it into our Human Resource System database; giving us the ability to track applicant information automatically within minutes

after the application has been completed.

Each applicant works at his or her own pace through the application and testing, and then the results are tabulated within minutes. One-on-one interviews are next, during which the applicant reviews the test

results and is evaluated for customer service and/or sales conversion skills and specific areas of knowledge and expertise. Interactive Voice Response and role-play exercises are also used as part of the

interview process, as well as an analysis of cognitive ability, technical skills, and analytical skills.

The system has helped us to recruit, select and train large numbers of qualified agents in a very short time frame — and ensuring we are hiring the best people to meet our clients' requirements The current staff we have is ranging from minimum 2-3 years to 5-7 years of experience in Telemarketing, Customer Care, and Technical Help Desk support. Qualification is minimum graduates, MBA, and Engineering Graduates.

Our Training Process:The training our customer contact representatives receive is tailored to the needs of our clients. We have automated many of the training processes and have created standard training modules that are presented to all employees, regardless of the program for which they are hired. Each CONNECT IN employee attends our standard training, devised for either Customer Acquisition/Sales programs or Customer Care/Service programs.

As per Client’s requirementOur clients' business needs and quality measurements drive a significant portion of each employee's training. We go to great lengths to develop the most appropriate curriculum for each of our clients. CONNECT IN’s training philosophy includes identifying the skills needed for each portion of the program. We use demonstrations, giving employees "perfect" examples to emulate, and we devote more than half of the class time to applying the skills and creating an environment that mirrors the production floor

(B) Training

(C) Office Pictures

(D) IT Security Set Up1. PHYSICAL SECURITY:

Server Rooms• Server rooms where servers are housed safely with 24/7 access and onsite tech support.

Server Cabinets• Locked cabinets and cages for servers. Full, half and customized space options.

Cable Setup• Excellent Data Center Cable Management is our hallmark.

Security• Latest Security systems protect our servers and entire facility.• Access controlled by biometric palm scanners & card key controllers.• Round the clock monitoring is done by manned CCTV networks.• Equipped with latest Fire Suppression equipments.

WHY CHOOSE US?5 ReasonsTo partner

with CONNECT IN

REASON 1

Sales Support – We help you get business◦ Dedicated Relationship Manager

◦ Capability Demonstration - Leverage our skills, expertise and references

◦ Collaborative effort to strategize on every Opportunity

REASON 2

• Cost/ Pricing Support – We help you beat competition

– Special discounted pricing• Better margins for you• Increased profitability• No overheads

– Flexible project engagement models• Fixed cost/ time and material/ Retainership

REASON 3• Best Practice and Know-How Support

– Acquire and share Best Practices through Knowledge Transition Programs

– Leverage CyFuture skills and Expertise to undertake complex Projects & Assignments

– Acquire standard Project Management Processes and guidelines• Requirement capturing templates and process• Project Management Process

– Registered UK Company, Registered PK Company– Registered Member of Pakistan Software Exchange Board

REASON 4• Project Management: Have complete control

and peace of mind

– CyFuture’s unique Project Engagement Process brings complete visibility and control

– Project Kick-off within 1-2 weeks of Project confirmation

– Access to Process Managers & Associates through emails, phone calls and chatting windows.

REASON 5• True Partnership –

– Engagement model that gives you multiple point access within our Organization for better control:• Process Manager• Operations Manager• Account Manager• Senior Management

– Partnership for greater Value realization

– A Business model that is fundamentally aligned with your Organization

HOW TO GET IT STARTED?

• How do we start?– Simple. We mean business and so do you

– On your confirmation you may help us with basic details about your business

– Within the same day you will receive an Agreement. Once you sign and fax it back you are ON

– We shall assign you a relationship manager to who you can start engaging with, on your current requirements

– Your relationship manager will also give you a short training on our working processes and systems

THANK YOU!!!