Download - About Hinduja Global Solutions
C o r p o r a t e P r o f I l e C o r p o r a t e P r o f I l e
At our core...
Heritage...
Established in 1914, the Hinduja Group has a multi billion $ turnover
with operations in 35 countries, employing over 65,000 employees.
Who We Are...
Global provider of BPO and CRM solutions
Revenues - $ 300 Million
520 clients, 24000+ employees,11 countries, 54 centers
37+ years, 250 million calls & 50 million data transactions / annum
Listed Company – Financially Sound – S&P Crisil Rating AA-
Presence…
- PEORIA- WATERLOO- EL PASO- St. LOUIS-WARRENVILLE-GREENFIELD--Princeton
- BANGALORE- MUMBAI- CHENNAI- NAGERCOIL -
- HYDERABAD- DURGAPUR- MYSORE- GUNTUR- SILIGURI
- MANILA-ILOILO
- MONTREAL- DARTMOUTH- CHARLOTTETOWN- MONTAGUE- KENTVILLE
- BELLEVILE- LIVERPOOL- TIMMINS- PEMBROKE- NORTH BAY- THUNDER BAY
- ROSE HILL - HAMBURG- LONDON- SELKIRK
UNITED STATES INDIA PHILIPPINES CANADA UK MAURITIUS GERMANY
- ROME
ITALY
- PARIS - ROTTERDAM
FRANCE NETHERLANDS
PHILIPPINES
GERMANY
ITALY
INDIA
MAURITIUS
CANADA
FRANCE
NETHERLANDS
JAMAICA
- KINGSTON
JAMAICA
UK
USA
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
Industry Verticals...
Great People, Defined Processes and Cutting Edge Technology
Our Solution
• Agent focused culture• Tenured global management teams• Dedicated country HR teams• Excellent support services across the
organization
• Cross-functional process improvement involvement• ISO 9001, ISO 27001, HIPAA, SAS 70, GLBA, PCI &
eSCM –SP 4• Carefully documented Standard Operating
Procedures
• World class and flexible solutions• Scalable across HGS global locations• Secure – Serving data security needs of large payers• Client system integration capabilities
People
Process
Technology
Growth…
13 23 32 46 66 97 160 175 196 242
978 1400 1700 5000 7000 9500 12600 14500 1944215600
1 2 4 8 19 20 20 24 25 32
4 15 20 40 60 70 75 80 80 110
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
24000
323
54
520
2012
Headcount
Global IT / BPORevenue (US$ million)
Delivery Centers
Number of ClientsWorldwide
Our Journey…
Market Entry Integration ExpansionBeginnings Growth
2001 - 2004 2005 - 2006 2007 - 2008 2010 - 201220002000
Acquisition of Philippines center
1500 seat facility in Bangalore,
India
Employee Strength - 1700
Listing on NSE / BSE
Acquired Source One
BS 7799 Certification
Strategic foray into National Markets
300 seat DR center in Mauritius
HIPAA Certification
Employee strength - 7,000
Acquired Affina - Foray into more verticals
Partnership established in Colombia
First Healthcare contact center in Manila
ISO 27001 Certification
Most Innovative BPO Company - ICT
Launch of BPO services
First International Insurance customer with 23 seats
ISO 9001:2000 certification
Acquired Careline Services
Expanded into Tier III Centers in India – Guntur and Nagercoil
Operations commence at Global Village SEZ in Bangalore
New centers at Iloilo ( Philippines) and Siliguri (India)
Acquired On-Line Support & HCCA
E-SCM Level 4
Organization Structure…
Srinivas PalaFinance
Sanjay SinhaM&A - HR,
Subramanya CTechnology
Anthony Joseph Human Resources
Ashwin HoskoteBusiness Excellence
Narasimha MurthyShared Services
Kanti RustagiLegal & Secretarial
Sridhar.KIndia – Domestic
Ramesh GopalanIndia - International
Pushkar MisraPhilippines
Subhankar GhoshEurope
Partha DeSarkarGlobal CEO
Functional heads
Business heads
Bryce HayesSales &
Client Services
Charles CooperHGS UK & Europe
Ross BeattieHGS Canada
Deepak Rastogi Strategy &
Business Planning
Kathy HamburgerNorth America
Service Matrix…Geography Delivery Center Markets Catered Services
India
BangaloreChennaiMumbaiHyderabad Mysore
North America India Middle East
Customer Care, Sales, Collections, Technical Support, Plan Build, Claims Processing, Medical Coding, Back Office, FOS
DurgapurNagercoilGunturNew DelhiSiliguri
WarrenvillePeoriaWaterloo
North America Customer Care, Sales, Order Processing, Analytics and Market Research, Warranty Claims Processing, Document Management, Back Office, Product and Literature fulfillment
El PasoSt LouisMontreal
United States of America
Philippines ManilaIloilo
North America Customer Care, Sales, Collections, Order Mgt, Fulfilment & Back Office
Mauritius Mauritius North America Customer Care &Transaction Processing
United Kingdom London
Selkirk
UKCustomer Services, Technical Helpdesk, Switchboard, Customer Billing, Cross-selling & Up-selling, Customer Lifecycle Management, Telesales, Order Processing
Canada
MontrealDartmouthCharlottetownKentvilleMontague
CanadaNorth America
Technical support , sales inbound, sales outbound, customer care, customer retention
LiverpoolPembrokeBellevilleTimminsNorth bayThunder bay
GermanyHamburg Germany, Austria &
SwitzerlandCustomer Service
Italy Rome Italy Customer Service
NetherlandsRotterdam Belgium, Netherlands &
Luxembourg Customer Service
France Paris Paris Customer Service
Preston
Customer ServiceJamaica Rotterdam Customer ServiceJamaica
Industry Recognition…
Top 15 ITES BPO exporters FY 07/08/09/10/11
Gold Medalist Competency Development
Top 2 Call Centre Companies globally
Gold Medalist Lean Six Sigma
Ranked # 43 in 2012 Global Outsourcing 100 by IAOP
Best Employer Brand Award (BPO) 2009Best Employer Brand Award (BPO) 2009
Winner “Six Sigma Excellence Award 2008”
Winner Of Most Innovative BPO 2008 Philippines
Ranked # 2 Performing Call Center Worldwide in the past three years
Winner “Intelligent Enterprise Award IT/ ITES”
Top 10 Employers Employee Satisfaction/ HR Practices
One of the 200 “Best under a Billion” Forbes Asia
One of the Top ITES Companies in India
Deloitte Fast50 – Ranked # 30
Industry Recognition…
HIPAA – Health InsuranceISO 27001: 2005ISO 9001:2008– ANAB
Six Sigma Process Improvement
SAS 70 – Type I & II
Quality Certification...
GLBA eSCM-SP 4
INDUSTRY EXPERTISE SERVICE CHANNELS
PROCESS COMPETENCIES
Insurance
Health Care
Banking & Finance
Telecom
Consumer Electronics
Pharmaceuticals
Utilities
Logistics & Transportation
Media/Entertainment
Technology
CONTACT
Voice
Fax
White Mail
BLENDED
Voice & Email
Voice & Transaction
TRANSACTION PROCESSING
Mailroom & Scanning
Claims Processing & Adjudication
Plan Building, Claims
Audit, Help Desk, OPR
Order Fulfillment
Account Maintenance
Application Processing
Fulfillment Services
Human Resource Outsourcing
TRANSACTION PROCESSING OUTBOUND VOICE INBOUND VOICE Telemarketing
Lead Generation
Database Building/ Cleaning
Soft Collections
Welcome Calls
Provider Calls
Customer Care Collections
Technical Help Desk
Service Provisioning
Product Support
Cross-sell & Up-Sell
Directory Enquiry
Member Calls
HGS offers Transaction Processing and Contact Services Competencies across industry verticals…
Robust Delivery
Cost-effective
Technology Expertise
People Effectiveness
Vendor Viability
Scalable Infrastructure
Six Sigma BPMC Approach Flexible Engagement Models
Partnership Approach Management expertise and proven customer engagement models
Multi level BCP ISO 27001 CertifiedVendor management
expertise
Exp. Senior Team Comprehensive TrainingStringent Talent
Acquisition
Hinduja Group Backing Listed & Committed Funds for Growth
Experience in managing infrastructure in 6 countries DR Sites
Planning & Rapid Implementation
We are business process transformation partners for our clients...
Business Excellence Framework…
Excellence Frameworks• eSCM/COPC - Implementation and Evaluation Management - Training• COPC table F deployment• Project Health AssessmentsPerception Management• Best Practices Management• Customer Satisfaction Survey• Internal Customer Satisfaction Survey• Taking relevant action based on the surveys Capability Enhancement• Knowledge Management• Quality COEBrand Building• Technical Papers•· Articles in Journals•· Seminars
Compliance • Statutory and Regulatory Compliance
• Industry Specific Standards• Contractual Compliance• Adherence to - Compliance Methodology
Audit• Quality Management System• Information Security • Management• Environment Management System• Occupational Safety and • Health Management• Internal Audit• Self-Assessment• Adherence to - Audit Methodology
Operations Quality• Transactions Monitoring• SLA Management• Metrics Management• OpEx Scorecard Reporting• COPC Table F Implementation• Adherence to - Operations Methodology Transition Quality• Customer Interfacing• SLA Base-lining• Metrics Management• Adherence to - Transition Methodology• Transition Assessments• Tollgate ReviewsShared Services Quality• Process Creation and Adherence• Metrics and SLA creation and managementQuality Tools and Macros Development
• Coordinate with automation team for design and development• Small tools development and automation
Opportunity Assessment• Process Capability Baselining• BenchmarkingContinual Improvement Methodology
• · Small Improvements/ KAIZEN• LEAN• Six Sigma• Diet Six Sigma• Improvement MethodologyTraining & Awards• Training on - Quality Concepts - CI Methodologies• Quality Professional Excellence
• Program (QPEP)• Awards ManagementProcess Adherence• Adherence to Continual • Improvement Methodology
AssuranceOrganization Capability
GroupCompliance & Audits
Group
ControlQuality Group
ImprovementContinuous Improvement
Group
The Business Excellence Roadmap…
• Operations Quality
• Internal audits
• ISO 9000:2000
• BS7799
• HIPAA
2007 – 2008 & Before
2008 – 2009
• HIPAA (Manila)
• Six Sigma
• Operations Excellence
• COPC Metrics
implementation
• Business Excellence
Framework
• CSAT, ICSAT
• Transition Methodology
• Best Practices
• Quality Professional
Excellence Program
• TQ Six Sigma
• Shared Services Quality
• Process Automation
• Process standardization
• Operations Methodology
• Project Health
Assessments
• Shared Services
Assessments
• Knowledge Management
• Quality Center of
Excellence
• Benchmarking
• Transition Quality
2011 – 2012 Onwards
• eSCM Certification
• COPC Certification
• CII-EXIM Bank Award
2009 – 2010 2010 – 2011
Hiring Process...
• Background
Verification
• Criminal Verification
• Reference Checks
• Offer
Candidates are classified
into the following
buckets :
• Voice/Non Voice
• Inbound/Outbound
Skill assessment done
through the following
tests :
• English Communication
Test
• Comprehension Test
• Typing Test
• Technical Test
• Basic Computer
Knowledge
• Analytical Skills
• Domain Knowledge
• Customer Service
Orientation
• Listening Skills
• Grammar
• Pronunciation
• Accent
• Fluency
• Voice Quality
• Learning Ability
• Right Attitude
• Role Fitment
Stage 2Assessments / Tests
Stage 3Interview Process
Stage 4Closure Process
Stage 1Candidate Classification
Employee Lifecycle…
WOW Induction
Mentoring
Employee Engagement Programs
Rewards & Recognition
Training
Internal Job PostingsCareer progression
Why HGS…
We strive for excellence
We handle 250 million calls, 48 million e-mails and 0.5 million white mails annually
We value your goals and end customers
We opened a Tier III BPO Center to help a client in its cost cutting initiatives during recession.
We demonstrate expertise
A Fortune 100 health insurer entrusts us with settlements of annual claims worth more than 10 billion $, at an average of approximately 50 million $ per day.
We value relationships
“HGS is a highly trusted and valued partner that we will continue to grow with as our business grows.” – A Fortune 100 ‘Global Driver Risk Management’ Company we serve out of our Manila and India centers
We understand your business
For one of our Fortune 100 clients, we commenced operations with 23 processors handling 1 type of claim and have today grown to 1400 processors handling 69 lines of business.
We believe in partnerships
30 clients are with us for more than 5 years, 7 for more than 10 years, 6 for more than 15 years, 8 for more than 20 years…and 1 client since the last 37 years…
wwwwww.teamhgs.com
The contents of this document are proprietary and confidential to Hinduja Global Solutions Limited and may not be disclosed in whole or in part at any time, to any third party without the prior written consent of Hinduja Global Solutions Limited.
© 2011 Hinduja Global Solutions Limited.
All rights reserved. Copyright in the whole and any part of this document belongs to Hinduja Global Solutions Limited. This work may not be used, sold, transferred, adapted, abridged, copied or reproduced in whole or in part, in any manner or form, or in any media, without the prior written consent of Hinduja Global Solutions Limited.
The contents of this document are proprietary and confidential to Hinduja Global Solutions Limited and may not be disclosed in whole or in part at any time, to any third party without the prior written consent of Hinduja Global Solutions Limited.
© 2011 Hinduja Global Solutions Limited.
All rights reserved. Copyright in the whole and any part of this document belongs to Hinduja Global Solutions Limited. This work may not be used, sold, transferred, adapted, abridged, copied or reproduced in whole or in part, in any manner or form, or in any media, without the prior written consent of Hinduja Global Solutions Limited.