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

Email

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.