Customer Lifecycle Management

Mar, 2010

Anand Biradar, VP BD I abiradar@hindujagsl.com I +1 2012867741

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Agenda

• Company overview

• Competencies and capabilities

• Touch point strategy

• Partnership approach

Company Overview

4

About The Hinduja Group

• Established in 1914

• Multi billion $ turnover

• Operations in 42 countries

• Over 40,000 employees

• Investments in diverse and key industries

• Hinduja Foundation

Financial strength for growth and stability

5

About Hinduja Global Solutions

• Majority ownership by Hinduja Group

• Global provider of BPO and customer support solutions

• $175 million in revenue | CAGR: 32%

• $100 million cash reserves

• 80 clients, 24 centers | 14,500 employees, 6 countries

USAPeoria, IL

Waterloo, IAEl Paso, TX

St. Louis, MOLyndhurst, NJ

Warrenville, IL

CanadaMontreal

PhilippinesManila

IndiaBangaloreChennaiMumbai

HyderabadMysore

Durgapur

MauritiusCyber City(BCP Site)

U.K.London

6

Value System

Vision: To be a globally preferred business process transformation partner for our clients, creating value in their business through innovative outsourcing solutions.

Service ExcellenceCommitment to build lifetime customer loyalty through world-class service

Best PracticesBlend of thought leadership, total quality assurance and proactive improvements

Customer FocusProgression from achieving customer satisfaction to attaining customer delight

Develop higher affinity with client brand to deliver high-touch customer service

IntegrityAct ethically, honestly and with transparency

Mission: To Make Our Clients More Competitive.

7

Business Philosophy … • Unwavering focus on partnership at every level and function

Client centric value system - focus on KPI management

Executive and senior management team involvement in client-level details

Add value to Client with proactive recommendations & cost savings

Identify up-sell & cross-sell opportunities to improve revenue per contact

Monthly scorecards

Webreporting

Business ReviewsCustomer case data

Consumer satisfaction & loyalty data

Operations performance data

Qualitative Input

Consumer feedback

Process improvement

New ideas & recommendationsIndustry trends &

Best practices

CSR round table discussions

8

Business Investments …

People

Process

Technology

• Leadership development through online training• Tuition reimbursement to encourage personal

development• Six Sigma black belt Quality Director

• Cross-functional process improvement involvement• Lean Six Sigma and COPC• Carefully documented Standard Operating Procedures

• Oracle 11G Rac Cluster, Dell Blade servers• Web-based reporting and Aspect• Security and infrastructure upgrades • Nielsen BuzzMetrics for social media buzz tracking• Customer Analytics Management

Consistent investments to help our clients grow with the changing marketplace

9

Technology Features

• Advanced Speech Recognition IVR Conversational and directed speech

Customer centric self service

Cost effective and highly scalable

• Nortel switch upgrade underwayIncreases flexibility and scalability

Expands capacity of in-center and home agents

• Nielsen BuzzMetricsIndustry-best tool for social media monitoring analysis

Allows HGS to deliver end-to-end social media management solutions

10

Customer Centric Analytics

• Merge customer satisfaction data with customer case dataDrill down to uncover the drivers of customer satisfaction by customer type, contact type, and reason

Analysis delivers meaningful feedback of customer tolerance and reaction to products, promotions, service levels, and overall customer experience

• Integrate voice recordings with customer satisfaction data and customer case data

Our client can hear the voice of the customer by customer type, contact type, and reason or resolution

Ability to understand the degree of satisfaction and dissatisfaction across multiple attributes at the customer case level

Consistent focus on innovation

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Industry Recognition

One of the Top ITES Companies in India

Winner Of Most Innovative BPO 2008 Philippines

Top 15 ITESBPO exporters FY

07/08

Top 10 Employers Employee Satisfaction/ HR Practices - 2008

One of the 200 “Best

under a Billion” Forbes Asia - 2005

Gold Medalist Competency

Development - 2008

Top 2 Call Centre Companies

globally - 2008

Gold Medalist Lean Six Sigma -

2008

Top 20 by Industry Focus – Healthcare

Top 10 – Services OfferedTop 10 – By Region Served

- 2008

Best Employer Brand Award (BPO) 2009

Best Employer Brand Award (BPO) 2009 Deloitte Fast50 –

Ranked # 30 - 2009

Deloitte Fast50 – Ranked # 30 - 2009

Competencies & Capabilities

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Industries

Automotive

Banking and Financial Services

Consumer Electronics

Consumer Packaged Goods

Consumer Products

Healthcare

Insurance

Logistics and Transportation

Media and Entertainment

Pharmaceuticals

Publishing

Restaurants

Retail

Technology

Telecommunications

Diverse industry experience, including the publishing industry

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F u l l S e r v i c e C o n t i n u u m . . . .

Actionable Customer Relationship ManagementPhone I email I web I self-service I white mail I social media

Customer Acquisition

Customer Care

Product Support Dispute Resolution

Collections

Analytics & Research

Fulfillment

Customer Experience - Full Service Continuum

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F u l l S e r v i c e C o n t i n u u m D e t a i l s . . . .

Product Support

Billing Inquiries

Benefits detailing / Saves

Payment Reminders

Application Support

Payment Processing

Product Support

Dispute Management

Fulfillment & Back office

Collections

Premium Refunds

Software Support

Warranty Management

Claims Disputes & Appeal

Customer Follow-up

Campaign Management

Product Information

Customer Enrollment

Inbound Sales

Order Processing

Customer Acquisition

Welcome Calling

Outbound Sales

Claims ProcessingCoupons Scanning /

Data Entry

Customer Care

Mass mailing / Print on Demand

Custom Letters / Brochures

Helpdesk Services

Level I,II, and IIITechnical Support

IVR / VRU

Up-sell /Cross-sell

General Inquiries

Analytics & Market Research

Competitive Research

CSAT Analytics

Customer Profiling

Analytics and Modeling

Loyalty Surveys

Full Service Continuum Details

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Case Study: Yellow Pages Industry ClientClient Since

Program Size

Channels

Solutions

Challenge

Program Highlights

2005

45 CSRs

Inbound and outbound calls, e-mail, fax

General and billing inquiries | business profile updating | customer education | email and fax support

In-house operations with low productivity & high cost structure | decentralized and inefficient operations

50% reduction in time to train new agents

Reduced average handle time by 35%

Enhanced issue resolution

Developed 200-page training manual

Yellow pages industry experience with proven cost savings and operational efficiencies

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Case Study: Yellow Pages Industry Client

•In-house operations

•Low productivity

•High cost structure

•Decentralized operations

•Six-week training time

•Average handle time >9 minutes

•Audited operational processes

•Developed 200-page training manual

•Centralized operations

•Implemented IVR and desktop faxing

•Incorporated customer education to build customer value

•Standardized advertising keywords to improve campaign effectiveness

•Reduced training time by 50%

•Reduced number of agents and client cost by 35%

•Enhanced issue resolution

•Maintained high customer satisfaction

The HGS Solution

Client Benefits

Client Challenges

•Lower cost

•Maximized customer experience

•Successful transition

•Greater efficiencies

Key Business Drivers

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Service typeProcessesLifeline Qualifications/ Area Code Hotline

Lifeline Ohio N&T Orders

Servicing

Spanish Sales Core (3.2/CRU/DX)

Winback and STIM

CPE

ASON Transfers

Southwest Full Service

IVR / VRU services

Up-sell / Cross-sell

Inbound Sales and Service

White mail / Fax

1992Troy, MILifeline

Qualification

1998Waterloo,

IALifeline

Qualification& Area Code

2005Servicing(Bronze)

2009

SouthwestFull

Service

2002(1Q)

El Paso, TXCPE Program

2002(4Q)

Spanish Sales And Winback

& STIM

2004Lifeline

N&T

2008ASON

Transfers

Multi-shore account Management (Peoria and Manila)– Headcount of 500 agents

18 years of partnership National Vendor of the year 2009

Case Study: Telecommunications Account Overview

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AHT

Quality Score

ASA

Service Level

Abandoned

rate

Basic Metrics

Reduction in # of

calls per order

12 month customer

retention

Increase in RPU

Increase in FCR

Higher CSAT

Business Drivers

Business Outcomes

Overall savings is approximately equal to USD 7 Million per year

Case Study: Telecommunications Results Overview

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Touch Point Strategy

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Care for your customer to grow your business

Know your Customer Deliver the experienceReach the Customer

Address channel proliferation – Print/Digital/Social Media etc.,

Create on ongoing two-way dialogue (direct & indirect)

Continuously monitor key drivers of Client/ Customer relationship

Develop loyalty even before the advertiser becomes your customer

Understand changing needs and behaviors (POS to continuous progression)

Stay close to valued customers

Improvise on ways to measure loyalty

Invest in Loyalty Analytics

Empower front line to build trust-based relationships

Incorporate aspects of Client business (POS to continuous progression), partner business and customer profiles

Coach and develop the front line to use benefits and brand reinforcing statements

Up-sell and cross-sell through advertiser education to add value

Design process flow for seamless communication among all partners impacting service

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Delivering a Seamless Care

• Understand and map all possible touch points

• Design and implement a seamless information flow from sales to renewal of relationship

• Warm transfers as necessary with our agents introducing customers and transferring case details over phone

• Customer interaction history tracked for additional information on calls and for Customer analytics

• A single customer case management system utilized by multiple teams

• Recommend quarterly video conference with all parties impacting service

Sales Continuous Progression

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Channels for Touch Point Solutions

IB/OB phone

Web chat

E-mail

IVR self service for account balance/status, and payment remindersLive agent for customer care inquiries and sales opportunitiesBalance of self-service and live agent optimizes operations and cost

Interactive way to connect to customers on the web; navigation supportStrategic, proactive contact on decision-making web pagesWeb chat sessions increase team productivity and can increase sales

Connect with customers through the webInbound and outbound email campaigns strengthen relationshipsUsing “Contact Us” forms helps queue and prioritize email response

Letter fulfillment

Follow-up to business customer interactionsNext day letter fulfillment processing provides timely follow-upConfirms customer care/orders processed in writing; reinforces brand

Social mediaUnderstand business-customer buzz about Client and its servicesDevelop response strategy to solidify customer relationshipsConnects with customers using alternative channels communicates care

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Technology for Customer Touch Point Solutions

• Multi-channel case management systemsHierarchy design for service, reason, and resolution

Multi-channel customer tracking

Allows historical views of customer interactions to enhance customer care

• Email and web-chat systems Fully integrated with Client website for a seamless online presence

Web chat applications to initiate chats with business customers on specific sites

Contact Us pages hosted by HGS

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Technology for Customer Touch Point Solutions

• Natural speech recognition IVRHigh touch self-service

Ideal for account balance and payment status updates

Fully integrated into customer databases for dynamic solutions

• Social media management monitoringPowered by Nielsen BuzzMetrics

Monitors more than 100 million online sites

Provides trends and analysis on influence, frequency and tone

Partnership Solution

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Transition Process

• Proven implementation process

• Focused implementation team to manage all aspects of transition

• Weekly status meetings and reports

• Detailed project plan, fully transparent process

GoLive

Project Kick-off and

Planning

Design,Development

& Connectivity

RequirementsGathering and

Documentation

Recruiting and Hiring

Testing, Verification & Training

ProjectEvaluation &Acceptance

Smooth and seamless transition processes led by a dedicated project mgmt team

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4 Steps to Building Loyalty & Value for Client

Staff with the BestOur team will have a

passion for your offerings

Consumer Affairs Representatives

Train the cultureUnderstanding of your

offers & company culture

Reinforce qualityCustomized monitoring to

maximize performance

Celebrate successCelebrate team success

in reinforcing brand

Implementation is a critical path to success

1 2 3 4

Solution focused on customized elements designed for Client

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Staff with the Best …

• Build staffing profile in partnership with ClientEncourage participation from you in interviews/selection

• Seed program with experienced internal employees

• Use role-play to identify the best Client Company agentsHigh energy, customer-focused

• Dedicated Team Leader/Trainer focused on quality, coaching, and development

Separate Real Time team monitors schedules and breaks

1 2 3 4

Key to successful results starts with hiring the best people

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Recruiting and Hiring …

Initial HR Screening

Phone screen to assessskills & availability

Successful candidates scheduled For in-person interviews

Candidates pass a data entry test for speed and accuracy (talk & type)

Interview with a HR Representative

Role play with team leaders, listen to calls, & discuss work history

Final selection of new hires, reference & work history checks

Offers extended & drug-testing Completed for all candidates

Pre-

Scre

enin

g

On-Site Interview

sHGS will seek to recruit individuals with experience in: • Account management• Publishing or advertising industry• Customer care skills

Evaluate candidates for specialized skills: • Clearly articulate, energetic• Strong English language skills• Cultural fit / team mentality• Empathetic listening skills

1 2 3 4

Seek people who are uniquely skilled and experienced

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Train the culture …

• In partnership with you, we will recreate Client culture at HGS

Our agents will feel more connected to Client than to HGS

• Training kick-off meeting on 2nd day of training

Invite Client personnel to be on-site to convey the culture and reinforce products/commitment

• High energy, interactive training sessions including lots of role play

Energy and enthusiasm are contagious!

1 2 3 4

“I see your July payment is overdue. I can accept your payment over the phone if

you would like.”

“If you are happy with your web traffic, you may

be interested in Guaranteed Clicks solutions”

“I’m happy to help get you started by setting up your company’s Profile Page”

Training your culture translates to protecting brand integrity on your behalf

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Change Management

Service, Promotion, or System ChangesWhat is the complexity of the change?

Low ComplexitySAME DAY

E-mail notification or one-on-one

Medium Complexity

24 HOURSOne-on-one or

classroom training

High Complexity

48 HOURSClassroom

training

HGS Front-Line Team

Training Certification and Documentation

HGS Client Services and Operations Teams

1 2 3 4

Managing change and sharing information efficiently

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Performance Mgmt.

CUSTOMER COMPLIMENTS RECOGNIZED

ROUND TABLE PARTICIPATION

12 MONTH TRENDED KPI

PERFORMANCE

CUSTOMER SATISFACTION

SCORES

CSR OF THE MONTH

RECOGNITION

SKILL ENHANCEMENT TRAINING TEST

SCORES

Overall performance directly influences:

Quarterly shift bid ranking

Annual performance

reviews

1 2 3 4

Align personnel rewards with key metrics that drive exceptional performance

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Reinforce Quality …

ClientKey Personnel

Dedicated Team Leader

Operations Director

Operations Manager

Client Services Team

Qua

lity

Calib

ratio

n Te

am

Quality Monitoring

Scores

Customer Satisfaction Survey Data

Calibrated Quality Results

Call Calibration Sessions

High energy interactionRefer each consumer by his/her nameBuilding the Client brand: up-sell and cross - sell offers

Coaching and Development Opportunities

Identifies topics for CSR roundtable discussions

Drives process and performance improvement

1 2 3 4

Calibrating quality monitoring drives collaboration and generates ideas

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Process Improvement

Front-Line Input and Side-by-Side Audits

CSR roundtables and side-by-side audits identify areas for

improvement

Corporate Culture of Improvement

Weekly meetings and peer reviews help identify areas for

improvement

Global Input through Internal Reviews

Global team reviews to brainstorm on process

improvement ideas

Data Analysis and Reporting Use data to identify drivers of

consumer behavior and ID areas for training

GOAL:Provide ongoing list of

recommendations to reduce cost, improve loyalty, increase customer

satisfaction

1 2 3 4

Collaborative process improvement

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Celebrate Success …

• Highly interactive production go live Client involvement encouraged to provide floor support

• Project go-live celebration evening before / day of go live

• Encourage on-site celebrations and communication from Client

• HGS-published Client newsletter to share news and success with you and our front-line team

• Internal performance incentives and other fun contests promote team culture

1 2 3 4

Keeping employees happy and motivated

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Key Partnership Objectives …

Enhance Customer Loyalty Improve First Call Resolution

Optimize Staffing for Efficiency Continuous Process Improvement

Up-sell and Cross-sell Strategies Improve Customer Churn Rates

Provide World-class Customer Experience Partner with a global Leader in Customer Care Industry

Customer Retention

Cost Savings

Customer Growth

Overall Objectives

Key levers to achieve objectives: Value system, Lean Six Sigma & IVR/VRU

Your Customers. Our Priority.Global Solutions Delivered.

Anand Biradar, VP BD I abiradar@hindujagsl.com I +1 2012867741