corporate presentation - fusion bpo · the unit trust of india, lodha capital market limited (a...
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Corporate Presentat ion © 2018 Fusion BPO Services
To deliver the highest level of performance by continually investing in people, processes, compliance and infrastructure.
MISSION STATEMENT . . .
© 2018 Fusion BPO Services www.fusionbposervices.com
Draper
GLOBAL PRESENCE OVERVIEW
DEEP RELATIONSHIPS WITH MARQUEE CLIENTS RECOGNISED AS INDUSTRY EXPERTS
Founded in 2004, Fusion BPO is a leading provider of Voice, Chat & Email and Collections services to clients internationally
Headquartered in Kolkata (India) and Draper (US)
15.5% growth in 2018
PCI DSS v3.2 certified
ISO 27001, ISO 27002 GLBA SOC 1 Type –II 2017
HIPAA compliant
Montreal
Kolkata
London
El Salvador
Manila
Atlanta
Jamaica Cebu
Long standing relationships with leading clients across telecommunication, financial services and retail
Average relationship of 8.5 years with top 10 clients
~4,000 employees spread across North America, Central America, LATAM, UK, India and Philippines
LEADING PROVIDER Of CRM and Collections Services to Clients Internationally
© 2018 Fusion BPO Services www.fusionbposervices.com
Has multi-language capabilities including English, French, Spanish, Italian, German, Japanese and Mandarin
Extremely well run operations allow Fusion to deliver high quality services at competitive prices
Albania
FUSION AT A GLANCE Take a Quick Look
14 YEARS OF EXPERIENCE
4000 EMPLOYEES
4260 SEATS
9 GLOBAL LOCATIONS
Dual headquarters - Kolkata (India) and Draper (Utah, USA)
Multi-language capability (English, French, Spanish, Italian, German, Japanese, Mandarin and more)
2 separate hosted and completely geo-redundant Data Centers - Draper, USA and Montreal, Canada.
All sites totally safe-guarded and interconnected (first available Agent – on demand)
PCI DSS v3.2 Certified
Minority Business Enterprise (MBE) Certified
Generator backups, dual-network entry, interconnected Avaya platform
Largest client is 22% of our business; multiple verticals
Strong balance sheet, 0.32 debt to equity ratio, and wholly-owned with current ratio 3.6!
© 2018 Fusion BPO Services www.fusionbposervices.com
The Beginning
Pankaj Dhanuka and Kishore Saraogi launch
Xplore-Tech
2005 2004 2012-14 2009-11 2018 2016 - 17
1st International Site
Now operating under Fusion BPO, opens a center in Newfoundland, Canada
1st US Flagship Center
FBS acquires O'Currance Teleservices and opens a sister site in El Salvador
Growth Continues
FBS acquires/opens three new centers. 2 in Canada and 1 in the Philippines
© 2018 Fusion BPO Services www.fusionbposervices.com
CORPORATE TIMELINE Brief Corporate History
2nd US Flagship Center
FBS acquires Vital Solutions Inc. and opens three new
centers. - 2 in El Salvador and 1 in Jamaica
Growth Continues
FBS acquires SupportSave Solutions, Inc., Philippines
New Center: Tirana, Albania
Michael O’Neil Executive Vice President
Michael O’Neil, Executive Vice President - has served the company since its inception and has over 16 years of experience within the BPO industry. Before joining Fusion BPO Services, Michael worked as a consultant for logistics and outsourcing companies. He earned his MBA in Finance from the University of Texas at San Antonio in addition to a Bachelor of Science Degree in Industrial Engineering from Texas A&M University.
Rajan Singh
CTO
Rajan Singh is the CTO at Fusion BPO Services. He joined Fusion Group in 2004. Rajan provides leadership for the continued development of an innovative, robust, and secure information technology environment throughout the company. Educational background includes master degree in Telecommunication. He is CCNA , ITIL, Avaya Aura CM administration certified professional.
Ritesh Chakraborty
Vice President - Ops
Ritesh Chakraborty is the Vice President - Onshore & Near Shore Operations at Fusion BPO Services. Ritesh has been associated with Fusion since inception of the organization. During his journey with Fusion, he has headed Operations, IT, Sales & Marketing, RTA/WFM and Quality, proving himself to be a committed company advocate.
Lalita Sinha is the Director - HR at Fusion BPO Services. She has over 23 years of HR Management experience. Worked with NIIT Ltd, RPG Retail group, Vishnu Solutions, Onprocess Technology. She did double degree graduation from Calcutta University and Post Graduation in Human Resource from North Maharashtra University.
Lalita Sinha
Director - HR
Pankaj Dhanuka
Co-founder & Director
Pankaj Dhanuka co-founded Fusion BPO Services Group with Kishore Saraogi in March, 2004. A Chartered Accountant by deed, Pankaj had also been an all India rank holder in CA and CS examinations. His galaxy of work experience includes the Unit Trust of India, Lodha Capital Market Limited (A joint venture of Banque Paribas) and WDC Limited, India.
Kishore Saraogi
Co-founder & Director
Kishore Saraogi co-founded Fusion BPO Services Group with Pankaj Dhanuka in March, 2004. He has held many senior management positions in companies like ICICI Securities, Usha Martin, and Usha Communications Technology. A Chartered Accountant by profile. He had been an all India rank holder in CA, CS and Cost Accountancy examinations.
Sanjay Aggarwal
CFO
Sanjay recently joined Fusion as CFO. He brings over twenty years of versatile and invaluable experience in Accounts and Finance Management In the past he was associated with Intellio Systems (GM Finance), Comverse (CFO South East Asia), GE Plastics India (Regional Finance Manager) . He completed Chartered Accountancy from ICAI and Cost and Works Accountancy from Institute of Cost and Works Accountants of India
STRONG LEADERSHIP TEAM Strong Leadership Team with Extensive Experience Across Operations, Marketing, Finance and Consulting
© 2018 Fusion BPO Services www.fusionbposervices.com
Dilip Arora, Site Director, Montreal
Over 20 years of overall experience
Previous experience includes Convergys, Deloitte, ADP, Knoah Solutions
Nagarajan, Site Head, Manila
17 years of experience in several service delivery lead positions
Post Graduate Diploma in Business Management. PMP and Scrum fundamentals certified.
Alfredo Escalante, Site Head, El Salvador
Has 22 years of overall experience
Prior experience includes Telus International and Ubiquity Global services
EADA Spain (MBA), University of Mobile, Albana USA (BBA)
Saurabh Srivastave, Ops Director,
Jamaica
Prior experience in Convergys, Teleperformance, Taj Group of Hotels
Symbiosis University (MBA)
Eric Pittman, Site Head, Atlanta
Joined Fusion BPO through acquisition of Vital Solutions where he has been working since 2002
Rahul Singh, Site Head, Cebu
6 years of experience in contact center service and solutions vertical
Prior experience in Fidelity Investments, Drishti Soft, Lgorithm Solutions
MBA+PGPM in S&M from Mysore University
Barbara Atillo-Alovera, Ops Manager,
Cebu
10+ years of experience in the BPO industry
Her main focus includes account
management, service delivery, client
representation and people management
Anshuman Sarkar, Global Lead - QA
9+ years of experience out of which 7 years have been at Fusion BPO
Involved in QA functions of key client accounts
Rabi Dhar, Asst. Manager, Global RTA-
WFM and SOX Compliance
Over 12 years of BPO experience with 9+ years at Fusion BPO
Prior experience in TCS
Calcutta University
Asamanja Chatterjee, Finance Controller -
Global
Vast experience in managing accounting,
taxation and compliance functions of all
Fusion’s entities
Contributed significantly in Fusion’s North American acquisitions
Oindrila Banerjee, Senior Manager - HR
Has over 18 years of HR experience
Manages payroll and compensation processes for global locations
Neha Kedia Kallani, Finance Controller -
North America and M&A
Over 9 years of overall experience
Experience in finance and M&A functions
Has an MBA in International Business
STRONG MANAGEMENT TEAM Strong Layer of Management Team Running Day to Day Operations
© 2018 Fusion BPO Services www.fusionbposervices.com
GLOBAL LOCATIONS . . .
© 2018 Fusion BPO Services www.fusionbposervices.com
Draper, UT 30 seats English
Montreal, CA 135 seats
French, Spanish, English
El Salvador 900 seats
Spanish, English
Kolkata, India 800 seats
English, Hindi, other Indian lang..
Atlanta, GA 165 seats
English, Spanish
Jamaica 1000 seats
English, French, Spanish
Manila, PH 280 seats
English, Japanese, Mandarin, Tagalog, other Asian languages
Cebu, PH 950 seats
English, Spanish
Tirana, Albania 40 seats (scalable)
French, German, English, Italian, Spanish, Greek
Sales Office UK
OUR CENTERS - AT A GLANCE
© 2018 Fusion BPO Services www.fusionbposervices.com
Draper El Salvador Montreal Atlanta Jamaica Cebu Manila Kolkata Tirana
Seats 30 900 135 165 1,000 950 280 800 40
Services provided
Customer care, Inbound sales
Helpdesk, customer care, email, chat, tech support, outbound sales
Customer care, help desk, email, chat, tech support, appointment setting, outbound sales, process verification
Collections, quality
Customer care, email, chat, tech support, outbound sales
Inbound sales, outbound survey, technical support, email/chat support
Customer care, email, chat, outbound sales
Order processing, customer care, outbound survey and lead generation, transcriptions
Sales - OB/IB, Customer care, Technical helpdesk
Certifications PCI PCI PCI
PCI HIPPA, GLBA, ISO 27002, SOC 1 Type-2 2017
PCI PCI,
ISO 27001 PCI,
ISO 27001 PCI N/A
GLOBAL FACILITIES All Facilities are hardened for PCI Compliance with Redundant Data, Telephony and Power Backup.
© 2018 Fusion BPO Services www.fusionbposervices.com
DRAPER (Utah, USA)
• In operation over 20 years • English • 30 Seats • DR sales
ATLANTA (Georgia, USA)
• Operational since 2002 • English, Spanish
• 165 Seats • Debt collections, Telco
support and sales
MONTREAL (Quebec, Canada)
• French, Spanish, English • 135 Seats
• Customer care, University partnerships, Utilities, Telco, technical support, insurance
claims, fundraising, sales
GLOBAL FACILITIES All Facilities are hardened for PCI Compliance with Redundant Data, Telephony and Power Backup.
© 2018 Fusion BPO Services www.fusionbposervices.com
MANILA (Philippines)
• Started operations in 2009 • English, Japanese, Mandarin
• 280 Seats • Lead generation, O/B DR,
Survey, O/B data verification, US directory assistance,
insurance claims
CEBU (Philippines)
• Started operations in 2004 • English, Spanish
• 950 Seats • Customer service, tech
support, virtual assistance, IB &
OB sales, 3rd party verification
KOLKATA (India)
• Operational since 2004 • English, Hindi
• 800 Seats • Global back office
administration • Telco support, survey,
transcription, customer care
GLOBAL FACILITIES All Facilities are hardened for PCI Compliance with Redundant Data, Telephony and Power Backup.
© 2018 Fusion BPO Services www.fusionbposervices.com
KINGSTON (Jamaica)
• Started operations in 2017 • English, French, Spanish
• 1000 Seats • Telco, customer care, sales
SAN SALVADOR (El Salvador)
• Started operations in 2014 • Spanish, French, English
• 900 Seats • Customer care, Telco, DR sales, email & chat support
TIRANA (Albania)
• Start from – Sept 2018 • French, German, English,
Italian, Spanish, Greek • 40 Seats
• Sales - OB/IB, Customer care, Technical helpdesk
BACK OFFICE
CUSTOMER
SUPPORT
CUSTOMER
RETENTION
CUSTOMER
ACQUISITION
Sales Lead generation Email/chat
Email and chat support
Helpdesk solutions Platform support Application support Desktop & laptop
support Network support PC peripheral
support Smart devices
FIRST & THIRD PARTY
Fixed fee collections Contingency
collections
CUSTOMER INTERACTION SERVICES ACCOUNTS RECEIVABLE MANAGMENT
ENGLISH FRENCH SPANISH GERMAN ITALIAN JAPANESE MANDARIN
MULTI LINGUAL CAPABILITY
BACK OFFICE & OTHER SERVICES
OTHERS
Third party QA monitoring IT Services
Order fulfilment Voicemail transcription Billing/Invoicing support Order tracking Refunds/Claims processing Line number porting Accounting
OUR SERVICES Provides Services Across CRM, ARM, and Back Office Functions in Multiple Languages
© 2018 Fusion BPO Services www.fusionbposervices.com
PEOPLE
High corporate governance standards set by experienced mid and senior management
Management stresses on developing the team from within
Structured training programs for leadership at all levels provides a strong bench strength
Able to retain top management from acquired companies
PROCESSES
Formalised reporting and monitoring system comprising of :
Daily review process - All sites prepare daily executive reports which is shared with site managers and their deputies
Weekly review process - Daily executive reports are rolled up to weekly reports
Monthly review process - Weekly reports are rolled up to monthly MIS. Follows a very extensive Monthly Business Review (MBR)
TECHNOLOGY
Highly scalable and efficient Infrastructure which provides ~100% uptime
PCI DSS V3.2 certified infrastructure
In-house team of certified IT experts which leads to better compliance
Internally developed tools and technologies like Fusion QC portal, SOX portal help improve operational performance
STANDARDIZED PROCESSES
Metric driven organisation Well structured reporting system
TECHNOLOGICAL CAPABILITIES
Internally developed tools and technologies
PEOPLE CAPABILITIES
Corporate governance Management retention
COMPLIANCE
Dedicated security and compliance team and strict internal and external control measures ensure business compliance
Vital Solutions has invested over $2.5 Mn in compliance to become an industry leader in ARM Industry
EFFICIENT OPERATIONS People, Processes, and Technology Drive Operational Efficiency
© 2018 Fusion BPO Services www.fusionbposervices.com
FIN
AN
CE
TEA
M
PR
OJEC
T M
AN
AG
ERS
SITE HEADS
Monthly Business Review
Monthly MIS
CORE MANAGEMENT TEAM
EXTENSIVE BUSINESS REVIEW PROCESS
TRACKING CRITICAL BUSINESS PERFORMANCE PARAMETERS
COMPARING PERFORMANCE WITH TARGETS
TAKING CORRECTIVE ACTIONS
ANALYSING TRENDS IN MONTHLY PERFORMANCE
Discussion on specific operational and financial parameters to drill down to the root of any issue
Month on month trends help management find systemic problems
Specific targets are set to mine each account effectively and actual performance is compared with targets
MBR AGENDA AND OBJECTIVES
PARAMETERS TRACKED
Absenteeism CSAT AHT SLA Sales Rate Conversion rate
Program revenue COGS Revenue per hour Margins
Operational Financial
Daily Executive Reports
Weekly Reports Weekly Business Review
Daily Business Review
OPERATIONAL STRUCTURE Metric Drive Approach
© 2018 Fusion BPO Services www.fusionbposervices.com
HIRING PROCESS Recruitment Efforts
© 2018 Fusion BPO Services www.fusionbposervices.com
Rigorous hiring process Screen for core competencies Identify the applicant’s ability to successfully perform
SOURCES Job Board Postings Recruiting Events Tradeshows Referrals from Existing Agents Walk-Ins
APPLICATION PROCESS
Online Application Ensures that minimum requirements are met
APPLICANT SCREENING
Telephone Screening PC Navigation / Typing Skills Customized Assessment Testing
REALISTIC JOB PREVIEW
Production Floor Exposure Formal Debriefing
BEHAVIOR-BASED
INTERVIEWING Group Interviews Leadership Assessment Client Interviews
TRAINING PROCESS Continuous Education
© 2018 Fusion BPO Services www.fusionbposervices.com
POLICY CLIENT SOFT SKILLS RECOVERY SKILLS SALES SKILLS EXERCISES
• Internal Framework
• HR Policies • Fusion Pledge
• Scope of Services
• Expectation • Product
Knowledge • Philosophy
• Happy Customers
• Call Control • Politeness
• Escalations • Role Models • Retention • Win back
• Language • Tone • Features • Mind set
• Refreshers • Feedback • Gap Analysis
Customized training curriculum Continually updated based on quality audit trending and market changes All agents pass certification before graduating
QUALITY PROCESS Extensive Quality Assurance
© 2018 Fusion BPO Services www.fusionbposervices.com
QUALITY AUDITS Customer Focus – reviewing customer needs; new services; corrective action when the service lacklustre. Reduced Waste –repeated or corrective work and unnecessary processes
COACHING Coaching Sheets and Recordings.
Trends – Group QA sessions
PIPs – customized for each individual based on his or her specific area.
REPORTING Quality Reporting – Compiles agent trend, top defects, quality by individual parameters, team quality.
Broken by day, week and month.
Real Time Support Agent Monitoring, Real time Support, Efficiency in utilization through the command center expertise
Requisition Platform End to End Gatekeeper and requirement generation of roles across Delivery, Governance and Ops support.
Transformation Solutions Experience in creating,
optimizing & remodeling business environment.
Processes supported by benchmarking
exercises to drive industry best practices
‘Fit-the-customer’ Operating Model Aligning with LOB’s based on Business & Strategic objectives – Process Model/ Billing Model
Resourcing Strategy Structural efficiency to offer WFM
support to all Accounts Fusion BPO Delivery
Ecosystem
Business Value Focus Driving Manpower and Seat Utilization across LOB’s
RFP Support Unified support to RFP/RFI across LOB’s to leverage Optimization techniques and synergies in Outputs required for commercials /solutions
WFM CoE: Deep domain experience
Experience Workforce Optimization with average expertise of 7+ Years. Process consulting to help
optimized Headcount across Fusion
WFM OVERVIEW
Fusion BPO Delivery
Ecosystem
WFM CYCLE
© 2018 Fusion BPO Services www.fusionbposervices.com
RTA/ Reporting & Analytics Daily Intraday Performance Analysis Daily Conformance and Productivity Reports Weekly Root Cause Analysis Monthly Business Review Decks
Schedule Efficiency
Weekly / Bi Weekly Schedules COPC Scheduling efficiency Intraday Staffing Compliance Weekly staffing Reviews Agent Workstation
Forecast Accuracy
Normalization Time series Regression Averaging Principles Exponential Sothing Holiday & Special Days Marketing Campaigns In House Developed Forecasting Model Injexo / Minitab
Headcount Optimization
Requirement Calculation Erlang and Workload Shift Inflexibility Multi Skilling SLA / TAT Calculator Volume Backlog Footfalls Non Production Ratios Headcount Bulge Chat / Email Modalities
Forecasting
Capacity Planning
Scheduling
RTA / Reporting &
Analytics
AUTOMATION OF REPORTS
PERFORMANCE ANALYSIS
BILLING
MONITORING & REPORTING Provide Reports in any Frequency, Format, and Structure
© 2018 Fusion BPO Services www.fusionbposervices.com
To gather agent hours and their commissions from different sources and compute their worked
hours, overtime, holiday and commissions and then hand over to HR/ Accounts
for processing.
Preparing of billing reports for different clients
colleting the data from different sources and validation with Client
Services or PMs and then supply to the accounts
team for invoicing.
Producing daily agent performance and
dashboard to see the performance of the
program for each clients.
To avoid errors and increase the percentage of
the report accuracy developing automated reports using advance
function of MS Office such as VBA Macro, Access.
PAYROLL
MONITORING & REPORTING Real Time Analysis
© 2018 Fusion BPO Services www.fusionbposervices.com
Queue Monitoring - Monitoring real time call queue to ensure SLA, Utilization, abandonment Real time adjustment on staffing requirement.
AGENT MONITORING REPORTING SUPPORT 24/7 REAL-TIME ANALYSIS
Schedule Adherence. AUX Optimization. AHT Optimization. Skilling/Deskilling
Real time report on performance - intervals, agents wise and different KPIs.
EOD and BOD reports covering call-flow, abandonments, AHT, agent productivity, efficiency etc.
First POC for reporting any process or IT related issues, raising flag for any abnormality of the business process.
Adjustments for improving productivity.
IT INFRASTRUCTURE & SECURITY COMPLIANCE
TELEPHONY
TOOL SETS
ROBUST
SECURITY & CERTIFICATIONS
SUPPORT
Avaya Expert Agent Selection
Skills Based Routing
Fully Redundant Infrastructure
100% Call Recording Outbound Predictive Dialing
In-house Team Of Certified IT Experts Security And Compliance Team Custom Data Mining
CTI-Integrated Scripting Platform Real-Time Report Sharing Call-Recording Feedback Tool
PCI DSS v3.2 Physical Security
Your Data Is Secure Speedy Response to Technical Issues
Highly Scalable Increased Sales Conversions Better Customer Experience
99.999% Uptime
KEY HIGHLIGHTS
Two data centers located in Montreal (eStructure datacenter) and Utah (C7 datacenter)
Both datacenters are connected via PTP/IPSec tunnel
All sites are connected to both the datacenters via superior IPSec/MPLS/PTP connectivity
Standard setup across all the business locations :
Two ISPs at each business location. This provides redundancy in connectivity and seamless failover without losing session for data and voice.
Used Sonic wall UTM firewall across all location for URL filtering / gateway antivirus / IPS/ IDS
Used servers with McAfee antivirus
NETWORK ARCHITECTURE
NETWORK INFRASTRUCTURE Provides Redundancy in Terms of Connectivity to Clients and Data Centers
© 2018 Fusion BPO Services www.fusionbposervices.com
BUSINESS CONTINUITY & ASSURANCE Well Equipped with Infrastructure and Processes
© 2018 Fusion BPO Services www.fusionbposervices.com
Business Continuity Disaster Recovery Access to quick start operations from other centers Data Recovery.
Establish an immediate presence at the incident site Conduct a preliminary assessment of incident impact, known injuries, extent of damage, and disruption Find and disseminate information Provide management with the facts necessary to make informed decisions.
Mobilize and activate the support teams Prepare and implement procedures necessary to facilitate and support the recovery of time-sensitive business operations. Alert and coordinate with internal and external individuals and organizations.
Prepare procedures necessary to facilitate the relocation and migration Implement procedures necessary to mobilize operations, support and technology Manage the relocation/migration effort as well as perform employee, vendor, and customer notification before, during, and after relocation or migration.
RESPONSE PHASE RESTORATION PHASE
RESUMPTION & RECOVERY PHASE
OUR CLIENTS Customized Solutions to YOU
© 2018 Fusion BPO Services www.fusionbposervices.com
THANK YOU Sincerely appreciate the time you spent reviewing our corporate presentation.
© 2018 Fusion BPO Services www.fusionbposervices.com
+1 (866) 581-0038 | [email protected] | www.fusionbposervices.com