gamma business process hub india limited capability...

© 2017 ǀ © Gamma Process Hub India Limited Company Confidential

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Gamma Business Process Hub India Limited

Capability Presentation to

November 2017

Gamma Process Hub India Limited


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2002Incorporated in the year 2002 as Optimus Global Services Limited – A wholly owned Subsidy of Polaris

Software Lab Ltd.

2011Merged with Polaris Software Lab Ltd.,

Operated as a separate Business Unit within Polaris

2016Gamma Process Hub India Ltd becomes a separate

Business Entity

Gamma Process Hub India Limited


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15Years

Industry Experience

300+ Years

Domain / Managerial Experience

1500+Qualified

Associates

3 Delivery

Centres Pan India

20+ Processes

Domestic / International

1.5 Million Inbound calls

/ Month

25 Domestic

and International

Customers

Gamma Delivery Centers

Chennai Gurgaon

Hyderabad


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Gamma Process Hub Inc* Nov’17

Clientele:

TELECOM

E-COM / MEDIA

NGO / ITES

RETAIL / TRAVEL

BFSI

REAL ESTATE


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Govt. of India

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Gamma SERVICESCALL CENTER MANAGEMENT NON-VOICE SERVICES DOCUMENT MANAGEMENT

BANKING & FINANCIAL SERVICES INDUSTRIES

CONTACT CENTREDELINQUENCY MANAGEMENT

24X7 CONTACT CENTRE

PHONE/EMAIL/CHAT SUPPORT

CONTACT POINT VERIFICATION

CUSTOMER QUERY RESOLUTION

ACCOUNT/PRODUCT INFORMATION

COMPLAINT HANDLING

DISPUTE PROCESSING & CHARGE BACKS

LOYALTY PROGRAMMES

CROSS SELL/UP SELL

AGENCY MANAGEMENT

FIELD REFERAL MANAGMENT

DISPUTE RESOLUTION

SKIP TRACING

FRAUD ANALYSIS

CHEQUE & CASH PICK UP

CUSTOMER ANALYTICS & SEGMENTATION

FINANCE AND ACCOUNTING SERVICES

HUMAN RESOURCES OUTSOURCING

MARKETING ACTIVITIES

EARLY & MATURED POOL BUCKET CALLING

ROYALE ASSIST- PREMIUM SERVICE

INSURANCE

TELECOM , MEDIA & ENTERTAINMENT , SERVICES INDUSTRIES

OUTBOUND SERVICES

NEW ACQUISITION

KYC/CUSTOMER ON-BOARDING

REINSTATEMENT & REWARDS

VALUE ADDED SERVICES

PRODUCT/PLANS UPSELL/CROSS SELL

WELCOME CALLING / AWARENESS CALLING

CUSTOMER VERIFICATION

LOYALTY PROGRAMMES

CONTACT POINT VERIFICATION

ROYALE ASSIST-PREMIUM CUST SUPPORT

LEAD GENERATION

TELE-SALES TECHNICAL HELPDESK

BILLING CREDITS/ADJUSTMENTS

CREDIT CARD/ONLINE PAYMENTS

BACK OFFICE SERVICES

SCANNING & IMAGING

DATA ENTRY

MIS

LOAN LIFE CYCLE MANAGEMENT

ORDER PROCESSING

DOCUMENT DISPATCH

POLICY ADMINISTRATION & CLAIMS MANAGEMENT

ACCOUNT ACTIVATION

ACCOUNT UPGRADATION

DATA VALIDATION

MORTGAGE PROCESSING

FINANCIAL ENTRIES PROCESSING

POST SALESCUSTOMER

RELATIONSHIP MANAGEMENT

RETENTION & PERSISTENCY CALLING

FIELD SUPPORT

ACCOUNT MAINTENANCE

COLLECTIONS

RECHURN CALLING

DISPUTE RESOLUTION

ROYALE ASSIST- PREMIUM CUSTOMER SUPPORT

LOYALTY PROGRAMMES

CSAT SURVEY & VALIDATION

CUSTOMER ON-BOARDING

CUSTOMER LIFE CYCLE MANAGEMENT

ANALYZE & MANAGE CUSTOMER RISK

BILLING & COLLECTIONS MANAGEMENT

ORDER HANDLING

WIN BACK


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LANGUAGESIB-

CUSTOMERSERVICE

IB-SALES

OB- SALES/CUSTOMER SUPPORT/

RETENTION

DELINQUENCYMANAGEMENT

EMAIL SUPPORT

INTERNATIONALMARKETING

(USA)

ENGLISH

HINDI

TAMIL

TELUGU

KANNADA

MALAYALAM

BENGALI

MARATHI

PUNJABI

Language Capability


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Lines of Business :

➢ Customer Service

➢ Customer Acquisition

➢ Delinquency Management

➢ Back Office Services

➢ E-mail and Web Chat Support

➢ Technical support

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Business Processes that supports Multiple Lines of Business

Customer Service

• 24X7 Customer Service

• Royale Assist- Premium Customer Support

• Query Management and Complaint Resolution

• Tele- verification

• Technical help desk

• Dispute Processing

• Grievance Registration

• Customer Retention

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Gamma enhances the dealer satisfaction levels for a leading Global mobility service provider in India

• Lead Generation

• Know Your Customer (KYC)

• Sales / Cross Sell / Up Sell

• Contact Point Verification

• Welcome Call

• Document Verification

• Awareness Calling

• Loyalty Programmes

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Customer Acquisition/On Boarding


A leading Health Insurance company outsources its end to end sales activity and sees productivity levels soar to a new high

Delinquency Management

• Early & Matured pool bucket Calling

• Agency Management

• Field Referral Management

• Dispute Resolution

• Skip tracing / Fraud Analysis

• Cheque & Cash Pick-up

• Customer Analytics & Segmentation

• Billing Credit / Adjustment

• Credit Card / Online Payment

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Gamma’s Delinquency Management expertise cuts down the risk that threatened the viability of a banking giant !

Back Office Services

• Scanning & Imaging

• Data Entry and Validation

• MIS , Document Dispatch

• Loan Life Cycle Management

• Policy Administration & Claims Management

• Forms / Order Processing

• Account Activation & Upgradation

• Mortgage Processing

• Financial Entries Processing

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Gamma helps a large US based direct marketing company decrease on boarding time increase accuracy and digitize

records for easy on line access

E-mail and Web Chat Support

• Query, Resolution & Complaint handling

• Technical Support

• Marketing Services-Sales/ Cross sell / Up Sell

• 24X7 Online Support

• Product Enquires

• Order taking & fulfillment

• Troubleshooting

• Payment Enquires & Documentation

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Gamma improves support desk through voice, email & chat for a online shopping cart company In the US

Technology Infrastructure


• High availability Servers : HP DL 380 Generation 9 with Online replication from Primary to secondary servers.

• Fiber connectivity from multiple telecom vendors for PRI and Leased Lines

• Predictive Dialer: Genesys and InterDialog

• IVR : InterDialog

• Call Recording: Genesys & InterDialog

• Regular data backup on EMC storage server

• Dual Power backup through UPS & Generator for total premises

• Headsets & Telephones of Telekonnectors, Plantronics, with noise cancellation capabilities

• Imaging & Workflow: Intellect SEEC

• Fully wired 1500 workstations spread across 3 locations across India

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Security & Privacy

Data and Information Security

▪ Access to the application is password protected

▪ Granular level access control▪ Clear Desk Policy▪ Shredding & Waste Management▪ Photography/Video▪ Mobile Phones▪ Random Searching

▪ Additional Levels of encryption as per the requirement of

customers

Physical Security

Network Security

Associate Level/Workplace Security

HR Background Checks

Level One

▪ Documents Verification▪ Reference Check

Level Two

▪ Previous Employment

Level Three

▪ Field Visit ▪ Residential Address

Level FourOnly for sensitive & financial responsibility related positions

• CIBIL check• Criminal Check

Client Level Security

▪ New employee orientationprogram

▪ Intellectual property agreement

▪ Non-disclosure agreement▪ Security processes▪ Customer Policies

▪ Secured access to physical hosting

environment – 24x7, ▪ Providing physical and domain

isolation of delivery centers ▪ Access Cards for every employee▪ Operation System security on all

hardware – logins and passwords


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PEOPLE PRACTICES

Our Associates – Our Strength

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Recruitment Framework


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TNA

• Process 1

• Process 2

• Process 3


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Transaction Monitoring

Completes Training

Into calling Assigned to a Quality Exe

Evaluates with a score

Provided Feedback

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4

2

Evaluated / Week on 4 calls

Two months of score assessed

Category assign-ed based on score

Sample arrived based on Category

Monitoring

Sampling

Greenhorn0 – 3 months

Buddy4 – 6 months

Super Seniors7 – 12 months

Meridian13+ months

Vintage

Achievers

Hi-pots

Challengers

Quality Score contributes to 40% weightage on Performance Appraisal!!

Good calls / Bad Calls are played during feedback


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ZOHO

Technology Partners

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Zoho Desk


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Gamma is the authorized referral Partner for Zoho Suite of ProductsOur Agents are trained in Zoho Products usage and Implementation

Case Study

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Gamma is proud to be associated with the Prime Minister's Ambitious project - Government

eMarket (GeM)

The Government is committed to Curbing Corruption. One of the key aspects of this objective is to minimize Governments human transactional interface. Accordingly, public procurement is being transformed by

leveraging technology such as online market places and e-tendering. The Government E-market place (Gem) also offers other advantages such as minimizing prices while maximizing ease, efficiency and transparency. It

will help enhance processes in ways such as demand aggregation, real-time price discovery, and prompt automated payments.

GeM – Consortium

Nextenders

• e Bidding

Tata Communications

• Cloud Services

Infibeam

• E-Commerce Services

Intellect Design Arena Limited

• Portal and Operations

Gamma Process

• Contact Centre – Technical and Operational Support

60,000+

Buyers

52,000+

Sellers

2,80,000+

Products

1,80,000+

Txns / Month

65,000+

Calls / Month

33 %

Call to Txn

31 %MoM Call

Vol. Growth

• GeM was launched: August 2016

• Currently being used by all Central Government

– Govt. Has made it mandatory for all products and services available on it, to all Central Government Ministries, Departments and Central Government Organizations

– State Governments are also urged to use GeM

• GeM will serve as the National Public Procurement Portal to make procurement simpler as well as derive benefits of lower cost of products and services.

• Gamma is managing the Contact Center Portion of GeM

– 30 % of the overall Transactions happens through the Call Centre

Over 2200 Cr Transaction

already done

GeM – Data Facts

According to estimates, government procurements total Rs 5-7 lakh crore a year for states and the central government put together.

Our Unique Selling Proposition


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• Best Practices Implementation: Government e Marketplace (GeM) Experience: Gamma is providing contact centre support for GeM

• Relationship with our Customers spanning more than a decade

• Integrated contact centre and feet on the street model to provide last mile connect delight

• Technology Partnership with Zoho to bring in best in class customer service experience

• Geographic Spread across 3 delivery centres with expandable capacity for immediate ramp-up

• People Practices : Hiring, Training and Certification, Continuous monitoring for sustained quality of service

CUSTOMER SERVICE

Case Study

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“Gamma enhances the dealer satisfaction levels for a leading Global

mobility service provider in India”

Gamma leverages the service and performance for theInbound dealer helpdesk for one of the major Telecomgiants in India

The Client:

The client is one of the world’s leading International mobilecommunications group with a customer base of approx 300million customers.

The Business Objective:

The Client was looking for a BPO who would handle theirInbound trade desk process managing Retailers, Dealers,and distributors in the South Zone. Certain challenges thatwas faced by the client had them looking out for anexperienced contact centre.

– Reduced Dealer satisfaction levels

– High abandoned calls level due to uneven call flow

– Increased operating cost

To overcome these challenges, the client decided tooutsource the entire process to Gamma.

Case Summary :

The Client was facing reduced dealer

satisfaction levels, occasional call surge and

increased operating costs. Gamma met these

challenges with ease and the client has benefited from a 20% increase in productivity with 0% abandoned call ratio.

The Solution:

Gamma overcame the Clients challenges by having a teamof dedicated experienced customer support staff on theJob.

• Analysis was made on the call flow based on the peak-non peak hours and the calling window was reducedthereby sustaining the manpower during the peakhours

• 0% Abandoned call ratio was achieved by split shiftstrategy.

• Continuous refresher training programs, stringentquality monitoring and assessment

Value Delivered :

• Successful management of large volumes ofcalls received without impacting the quality levels.

• Benefited from a 20% increase in productivity.• CSAT level maintained at >90%• Excellent Man management.• 0% abandoned rate achieved by having Split shifts.

“ Benefited from a 20% increase in

productivity while maintaining our commitment to

deliver a superior dealer experience . We are extremely

happy with Gamma for their

commitment and looking forward for

solving more challenges ”

- Client

BACK OFFICE PROCESSING

Case Study

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“Gamma helps a large US based direct marketing company decrease on boarding time increase accuracy and digitize records for easy on line

access ”

Gamma’s extensive experience in back office processingdocument scanning and verification helps a Major US directmarketing company to improve the turn around time by 50% with an accuracy of more than 95 %

The Client:

The Client is a large US-based direct marketing

company with operations in several countries across

the world . Company products include Nutrition,

beauty, bath and body etc related

The Business Objective:

▪ Standardized & Robust process for document verification

▪ Better predictability for on boarding and reduce therevenue leakages

▪ Reduce manual errors during verification by automation &adding extra layer of verification

▪ Enhanced experience of on boarding by automatic alerts

▪ Ensure timely remittance

▪ Easy accessibility & longevity of KYC docs throughdigitization & structured e-storage mechanism

Case Summary :

Nature of their business requires documents to be collected and verified on a regular basis. Their Major challenge was Accuracy of

Verification and Turn around time.

Gamma’s process facilitated around 3500

application per day with a rejection rate of < 5 %

The Solution:

▪ Developed web based application for verification andvalidation of mandatory demographic details includingbanking information

▪ A combination of automated scanning and verification ofdocument with maker / checker process.

▪ Receiving / verification / Scanning / tagging / uploading andreverification of documents

▪ Quality checking of uploaded docs and data in system

▪ Daily/Monthly MIS as per client requirements

Value Delivered :

▪ Rated 5/5 during both the half yearly Customer Satisfactionsurveys by the client.

▪ Drastic reduction in back logs with the help of scanning andmanual combined process.

▪ 24 * 7 Operations in last 5 days of month to avoid any back logbeing pushed to next month

▪ Increase in satisfaction of end customers, improvedproductivity of client staff

“ Gamma’s efficient and effective back office processing

capability and their 24/7 support helped

us achieve 5/5 in two consecutive half

yearly Customer Satisfaction

Surveys” -Client

COPYRIGHT NOTICE

© © 2017 ǀ © Gamma Process Hub India Limited

All rights reserved. These materials are confidential and proprietary to Gamma and no part of these materials should be reproduced, published in any form by any means, electronic or mechanical including photocopy or any information storage or retrieval system nor should the materials be disclosed to third parties without the express written authorization of Gamma Process Hub India Limited


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