So, renounce your overhead costs and let HCL takeover with its wing-to-wing service offerings - from Customer Acquisition to Business Analytics, from

Campaign Design to Revenue Enhancements.HCL will enable you to focus on your core businesses and let you explore ways to increase customer base, experiment with ambitious reward and loyalty programs that will lead to increased customers share of the wallet.

Better Quality. Better Service.HCL believes in customized services and does not believe in “one size fits all” approach. HCL's tailor-made solutions will ensure that you keep pace with

multi-channel and multi customer requirements. With HCL's end-to-end service offerings, you can rapidly reduce your costs and improve your operational

efficiency - at a service level that you and your customers will appreciate.

In these days of recession, we retailers are banking on their store credit cards as a strategic profit channel. Research confirms that Private Label Credit Card customers are more likely to read circulars, visit store, make purchases twice as often as bankcard or cash customer, make impulse purchases and buy expensive SKUs. Understanding the market dynamics, a growing number of retailers are turning to private-label programs to boost sales by giving their

customers additional buying power.

The extremely competitive market for Private Label Credit Cards is undergoing a sweeping transformation with a shift in the control of card portfolios.

Companies are giving up in-house control, and unloading their private-label programs on third-party issuers and support service providers.

Private Label Credit Cards ...Exclusive services for your loyal customers

�Exorbitant administration and support costs leading to profit erosion�Managing and implementing CRM programs at competitive rates�Shrinking margin levels

�Accounts Receivable – a humongous task

�Irregular Cash Flow �Tight Credit Line Management�Strict approval policies� Economic turndown : Consumer confidence crumbling

Reality today

To face the reality today and emerge as a winner you need to cash in on

the advantages of :

�Profiling the customers

�Leveraging Customer Loyalty

�Constant Contact with Customers

�Collections Services

Solutions

Concerns

�Cardholder Management �Billing Services

�Check Processing �Payment (e-Payment) Processing

�Cash Management �Account Execution

�Promotional Programs �Fraud Detection and Management

�Handling of Customer Queries

HCL Solutions �Reduce t ransac t ion

processing time�Better Resolution of

Customer queries �A c c e s s t o t r a i n e d

personnel and cutting-edge technology

�Access to superior services�Lower cos t data

processing services

�Customer Acquisitions

�Customer Retention

�Cutomer Services

�Multi-Channel Services

�Business Analytics

�Business and Consumers�Dispute Investigation�Issue Duplicate Statements �Changes in Billing Cycle�Fee Reversals

�Credit Management

�Early Stage Reminder Service

�NSF Check Processing

�Skip Tracing

�Late Stage Collection Services

HCL Technologies is a billion dollar leading global IT services company, working with clients in the areas that impact and redefine the core of their businesses. Since its inception into the global landscape after its IPO in 1999, HCL focuses on 'transformational outsourcing', underlined by innovation and value creation, and offers integrated portfolio of services including software-led IT solutions, remote infrastructure management, engineering and R&D services and BPO. HCL leverages its extensive global offshore infrastructure and network of offices across the globe to provide holistic, multi-service delivery in key industry verticals including Financial Services, Manufacturing, Consumer Services, Public Services and Healthcare. HCL takes pride in its philosophy of 'Employee First' which empowers our transformers to create a real value for the customers.

Give your company the advantages of HCL's PLCC solutions.

Contact us at: alok.sharma@hcl.com

www.hclbpo.comwww.hcl.com

Benefits

�Annual cost savings in excess of USD 5 million across all processes

�Six million credit Customer service calls and over ten million collections calls handled at HCL in 2008

�Consistently delivering quality metrics of above 98% against Client's present target of 96% to drive up Customer satisfaction scores

�Achieved ramp-up performance metric targets during the holiday season with 40% extra resources

�Consistently outperforming service level agreements to reduce cost per call by over 50 percent.

HCL Solution

HCL’s hands-on experience in the Private Label Card business helped the Client reduce their administrative costs. HCL’s in-depth understanding of the Client’s business and value adds at all levels of engagement in the process helped to set the industry benchmarks. HCL provided solutions for key aspects like:

�Private Label Credit Card (PLCC) Customer service

�PLCC collections

�Billing adjustments

�Dispute resolution

�email credit customer service

�e-Commerce support

and many more...

Drivers for Outsourcing

With a dynamic and competitive PLCC market, the Client was faced with the challenge of providing exciting PLCC programs to its customers while maintaining costs and operational efficiency. HCL BPO proved the Client the costs and operational benefits it would stand to gain by outsourcing its PLCC:

§Improve Customer satisfaction scores by 500 basis points

§Trim operational expenses and deliver measurable quality improvements

§Rapid scale-up during the holiday season

§Manage customer loyalty in an increasingly competitive industry

§Reduce customer management costs

Client Background: US based Fortune 100 Retail Conglomerate Case Study

Pricing ModelHCL 's pricing model can be aligned and devised to suit your customer-sensitive pricing strategy.

Partnership Approach

Aligned Strategy

Economies of Scale

Win-Win situation

Fixed Price

Transaction based pricing

Output /Outcomebased pricing

Hybrid Pricing

RewardManagement

Value basedpricing

Penalty

Management

PLCCProvider HCL

About HCL Technologies Limited. - Business Services