Intership Report New

8/13/2019 Intership Report New

1/80


2/80

C!r"#$#%"! '$ "(! S)*!r+#'r

T(# # "' %!r"#$- "(", "(! ")- r!*'r" '/ PROSPECT OF A GORIOUS CA

CENTER INDUSTRY IN BANGADESH # '/! - "(! S($# M. Mr)$ *r"#

$)$#4!/" #$ r!5)#r!4!/" '$ M"!r '$ B)#/! A4#/#"r"#'/ !6r!! $r'4 IBAIS

)/#+!r#"-. T(# ")- ( !!/ %rr#! ')" )/!r 4- 6)#!#/! / # r!%'r '$

"(! '/$#r! 'r8! %rr#! ')" )%%!$)-.

S#6/")r! & D"!

Dr. MUHAMMAD FARID UDDIN

PROFESSOR & PROCTOR

HEAD, DEPT OF BUSINESS ADMINISTRATION

IBAIS U/#+!r#"-

WINDMILL INFOTECH LIMITED | 2


3/80

Declaration

I ' (!r!- '!4/- !%r! "(" "(! 'r8 *r!!/"! #/ "(# ")- r!*'r" ( !!/

%rr#! ')" - 4! / ( /'" !!/ *r!+#')- )4#""! "' /- '"(!r

)/#+!r#"-%'!6! $'r /- %!4#% 5)#$#%"#'/%!r"#$#%"! 'r !6r!!.

T(! 'r8 I (+! '/!, '! /'" r!%( /- %'*-r#6(".

I $)r"(!r )/!r"8! "' #/!4/#"- "(! U/#+!r#"- 6#/" /- ' 'r 46! r##/6

$r'4 r!%( '$ "(! $'r!6'#/6 '#6"#'/

S#6/")r! & D"!

SHAFI MD. MARUF

ID: 0202093207

BATCH: 32ND,

PROGRAM: MBA, IBAIS U/#+!r#"-

A*r# 10"(2012



4/80

Dr. MUHAMMAD FARID UDDIN

PROFESSOR & PROCTOR

HEAD, DEPT OF BUSINESS ADMINISTRATION

IBAIS U/#+!r#"-

Su!ect: Su"i##ion o$ Intern#%i& re&ort

D!r S#r:

H!r! # "(! r!*'r" '/ PROSPECT OF A GORIOUS CA CENTER INDUSTRY INBANGADESH. T(# #6/! - -') '/ Mr%( 31 "2012. I (+! r!/!r! 4-!" "' #4*!4!/" "(! 6)#!#/! "(" -') *r'+#! 4! #/"!r4#""!/"-. T(! r!*'r" # ()4! ")- '/ / !+)"#'/ '$ 6'r#') % %!/"!r #/)"r- #/ B/6!(.

I" # /' !/-#/6 $%" "(" "(! #6/4!/" "r)- / !-! '*!/!r $'r 4!. I (+!r- #""! !*!r#!/%! '$ (' "' r! )%( +" )" "-*#% BPO #)! "' *r!*r! $'r4 **!r. I %/ !r" -') "(" I 4 4)%( !/#6("!/! "(/ !+!r $r

BPO # %'/%!r/!.

T(/8 -') $'r -')r )**'r" / %';'*!r"#'/ #"(')" (#%( #" $#/#


5/80


6/80

B%8 Gr')/ '$ "(! S"'r-

T(! -')"( '$ B/6!( ( - !!/ #/"r)4!/" #/ r!+')"#'/#


7/80

'$ 1971 'r "(! ))r*#/6 '$ "(! #%""'r 6'+!r/4!/" #/ 1990, "(! -')"( '$

B/6!( - "/ $'r "(! r#6("!') / *+! "(! *"( '$ r#6("!r

B/6!(.

I/ r!%!/" -!r B/6!( ( 6#/! #6/#$#%/" 4'4!/")4 '/ #4*r'+#/6 #"

!)%"#'/ -"!4 / 8# !" '$ ()4/ r!')r%! - !/)r#/6 4'!r/ / (#6(!r

!)%"#'/ $%##"#! $'r "(! -')"( "(r')6( G'+!r/4!/" / Pr#+"! !%"'r #/#"#"#+!

/ #/+!"4!/". A 4/- ?@ Pr#+"! / 2@ *)#% )/#+!r#"#! r! *r')%#/6

$r!( 6r)"! 4'r! "(/ !+!r !$'r! *!%##


8/80

#/ "(! !"!r/ 'r "' ! 4'r! %'/!r+"#+! #/ "(!#r '*!r"#'/ #/+!"4!/". O/

"(! '"(!r (/ %'4*!"#"#+! / %(!/6#/6 4r8!" !/+#r'/4!/" !4/ "(!

$%##"#! "' ! *r'+#! / 4#/"#/! #/ 'r!r "' !/)r! '*"#4)4 !r+#%!

!$$#%#!/%-. I/ )%( #")"#'/ 4/- %'4*/#! r! $#/#/6 #" 4'r! !/#! "'

')"')r%! "(!#r )#/! *r'%!! 4#/- "(! % %!/"r! !r+#%! #/ "(#r 'r

%')/"r#! (!r! '*!r"#'/ %'" # %(!*!r !%)! '$ +###"- '$ ()4/

r!')r%!.

Apart from advantage from t!e po"#$% advo$a$%& t!e mem'er get

e($")#ve erv#$e from BACCO. T!ee erv#$e #n$")de:

1. Vr#') )**'r" "' 4!4!r '/ #)! #"( G'+!r/4!/" 6!/%#!.

2. S)**'r" '/ #)! #"( $'r!#6/ %#!/" %')/"r#!. T(r')6( #" r!6)r

4!!"#/6 / '%# 6"(!r#/6, BACCO 4!4!r # #/"!r%" / /!"'r8

#"( #66!" 4'+!r '$ "(! 6' % %!/"!r / BPO !r+#%! " ('4! /

r'.

3. S)**'r" '/ *r"#%#*"#'/ #/ #/"!r/"#'/ % %!/"!r !+!/".

. E%)#+! *r"#%#*"#'/ '$ !+!/", "r#/#/6 !#6/! $'r BACCO 4!4!r '/-.

?. D#%')/"! $%##"- '/ !+!r- !+!/" 'r *r'6r4 %'4*r! "' "(! !r+#%! "'

/'/;4!4!r.

@. M'r!'+!r, BACCO # 'r8#/6 "' 48! #" 4!4!r(#* *r!$!r!/"# "'

G'+!r/4!/" 6!/%#! '/ +r#') *)r*'!

. T(! -')"( '$ B/6!( %/ ! "(! *!r$!%" '*"#'/ "' 6#/ "(! )**!r (/ #/

)#/! (#! "(! !$$#%#!/" 4/*'!r " r!'/! %'" # r#/#/6 )* #/ "(!'"(!r A#/ %')/"r#!. T(! -')"( '$ B/6!( ( "' ! "(! /!" #6 "(#/6 '$ "(!

% %!/"!r #/)"r-

S" Name Conta$t No E*ma#" +e'



9/80

1 2 BPO 01110200 #/$'2'r C'44)/#%"#'/ 0171?33 4!


10/80

22 MARS S')"#'/ #4#"! 02912@?2 $!r')7164#.%'4 .4r.%'4.

23 MC H'"#/! B/6!( #4#"! 02913?9? #/$'4%('"#/!.%'4

.4%('"#/!.%'4

2 M!!/(r C 01193000 #/$'.4!!/(r%4!!/(r.%'4

.4!!/(r6r')*.%'4

2? M!6-"! Tr! P+". ". 0291032@2 #/$'4!6-"!"r!.%'4

.4!6-"!"r!.%'4

2@ M!C 02??103 #/$'4!%./!" .4!%./!"

27 O/!% S')"#'/ P+". ". 0299299 (8#'/!%.%'4

.'/!%.%'4

2 R)*6/= O/#/! #4#"! 021912@ r)*6/='/#/!"-(''.%'4

.r)*6/='/#/!.%'4

29 S= T!!%'4 01911?3221 #/$'="!.%'4 .="!.%'4

30 S!r+#%! S')"#'/ P+". ". 01191313313 #/$'./!" ../!"

31 S8-"! I/"!r/"#'/ BD " 0171?10@910 48-"!%%.%'4

.8-"!%%.%'4

32 S4r" T!%(/''6#! BD ". 02@22733


11/80

0 T!!4!#%#/! R!$!r!/%! C!/"!r " 02139 #/4# I/$'"!%( #4#"! 0299299 #/$'#/4#.%'4

.#/4#./!"

? >#/"! #4#"! 02 33@3 $##/"!.%'4 .#/"!.%'4

@ AP T!%(/''6#! " 02912777@ r=#

*r!%#!- (!r! B/6!( ( %'4*!"#"#+! +/"6!, !+!/ '+!r '"(!r A#/

%')/"r#!. >#"( "(! 6' !%'/'4#% 4!"'/, 4/- %'4*/#! '$ "(! !" !

'$ "(! !" r! )/!r "r!4!/') %'" *r!)r!. C')/"r#! #8! B/6!( r!

/' *r!*r! "' 6#/ $r'4 "(!! %#r%)4"/%!. C!r-, "(!r! r! r6! #$$!r!/%!

!"!!/ A#;P%#$#% %')/"r#! #/ "!r4 '$ "(!#r '$$('r! #/)"r#!. B/6!( #

r%#/6 (! '$ '"(!r %')/"r#! #/ "(! r!6#'/ #/ "!r4 '$ K)#"- %)"'4!r

!r+#%!.

http://www.zaptechbd.com/http://www.zaptechbd.com/


12/80

,rof#ta'#"#t% and prope$t

B! '/ )r+!-, Fr'" / S)#+/ I/%, R!!r%( C'4*/- IDC *r!#%" "(" "(!

% %!/"r! )#/! # 6r' - USL1.2 ##'/ #/ 2009 "' '+!r L.0 ##'/ #/ $')r

-!r #/ S')"( A#. B- "8#/6 #" (r!, B/6!( # r!- "' "8! "(! %(!/6!

'$ %(/6#/6 #" "r#"#'/ #46! "' !%'4! #/$'r4"#'/;"!%(/''6- 'r#!/"!. T(!

'r8!r '$ B/6!( *r'+#! 4/) 'r '%- / 6'-. B/6!( # /'

%*! !/')6( "' *r'+#! 8/'!6!;! !r+#%!. E/"r!*r!/!)r / "(! -')/6,

(' r! *r'$#%#!/" #/ *!8#/6 E/6#(, r! ('#/6 #/"!r!" #/ % %!/"!r "r#/#/6

B/6!( ( "(! *'"!/"# "' !%'4! *r#4! ')"')r%#/6 !"#/"#'/ $'r

n)m'er of reaon:

Lo- $ot: A "(! 'r %'" #/ '"(!r A#/ %')/"r#! # r##/6, B/6!( # r!-

"' "8! "(! '**'r")/#"-. T(! 4'" '+#') %'4*!"#"#+! "r!/6"( $'r B/6!( #

$$'r! r- $'r *r'6r44!r / '"(!r "!%(/#% / /'/;"!%(/#% r!')r%!.

E*!r#!/%! '$"r! !+!'*!r r! +#! " r#! !' L700 *!r 4'/"(.

E/"r- !+! %'4*)"!r %#!/%! 6r)"!, ! /'/ "!%(/#% 8#! r!')r%!

%'" #6/#$#%/"- !. T(! (#6(!" *- #/ "(! *)#% !%"'r #/ B/6!( # T8

23,000 'r ')" L 32? *!r 4'/"(. A/- %')/"r- #"( / //) r- !'

L1?,000 # %'/#!r! "' ! !"r!4!- %'4*!"#"#+! (!/ #" %'4! "' '$$ ('r#/6 /

+!r- $! %')/"r#! #/ "(! 'r %/ 4"%( B/6!( #/ "(# r!6r.

Ava#"a'#"#t% of !#g! )a"#t% reo)r$e: A #! r/6! '$ ""#"#% '/ "(! /)4!r

'$ IT *r'$!#'/ #/ B/6!( # +#!. I$ ! "8! / +!r6!, "(! /)4!r

') %'4! "' r')/ 100,000. C'4*)"!r S%#!/%! / E/6#/!!r#/6 ")!/" $r'4

B/6!( (+! *!r$'r4! r##/"- #/ #/"!r/"#'/ *r'6r44#/6 %'4*!"#"#'/. A

r6! /)4!r '$ ')r 6r)"! (+! !!/ r!%r)#"! - r!/'/! ICT %'4*/#!

'+!r "(! 'r. T(! )/#+!r#"#!, %'!6! / +'%"#'/ #/"#")"#'/ #/ B/6!(

r! *)4*#/6 ')" r6! /)4!r '$ E/6#( *r'$#%#!/" 6r)"! #/ #%#*#/!,

#/%)#/6 )#/! / "!%(/#% $#!, "' )**'r" '$$ ('r#/6 '$ /'/ IT !r+#%!.



13/80

Comm)n#$at#on: >(!/ #" %'4! "' %%!/", B/6!( # #/ 4'r! +/"6!')

*'#"#'/ %'4*r! "' "(! '"(!r /"#'/ #/ "(! r!6#'/. S")#! (' "(" -')/6

B/6!(# !r! 4'r! r!%!*"#+! "' "r#/#/6 / %/ !""!r *" "' Br#"#( 'r

A4!r#%/ %%!/".

Advantage of T#me d#fferen$e: T#4! "(! +###"- '$ 8#! r!')r%! " / $$'r! %'". A/ "(" *r!%#!- (!r!

B/6!( ( / !6! '+!r 4'" '$ "(! '"(!r %')/"r#! #/ "(! 'r. T(# !%"'r

# /' #!- *'#"#'/! $'r "8!;'$$.

0##on 1213: D#g#ta" Bang"ade!



14/80

D#6#" B/6!( # r!4 '$ !+!r-'/! (#%( # *r'%! (!r! IT # )! $'r

4/6!4!/", 4#/#"r"#'/ / 6'+!r//%! "' !/)r! "r/*r!/%-,

%%')/"##"- / /!r##"- " !+! '$ '%#!"- / ""!.

T(! 6'!/ =)#!! '$ "(! #/!*!/!/%! '$ B/6!( ') ! '!r+! #/ 2021.

T(! %')/"r- ( r!- $#! #" "r6!" '$ %(#!+#/6 D#6#" B/6!( - "("

"#4!. I" # "#4!- !*!%""#'/ $'r *r'*!r *'#"#'/#/6 "(! %')/"r- 4'/6 '"(!r (#;

"!%( %')/"r#! 6'-. A %')/"r- 6'! #6#" 4!/ #" # ! / !;""! 4!/

#" %"#+#"#! '$ 6'+!r//%!, %'44!r%!, !)%"#'/, 6r#%)")r! !"%., # ! *'!r!

- %'4*)"!r / #/"!r/!". T'- #/$'r4"#'/ / %'44)/#%"#'/ "!%(/''6- ICT

r#+! "(! "!%(/''6#% / !%'/'4#% +/%!4!/" '$ "(! !+!'*! ! !4!r6#/6 !%'/'4#!. T(! 6' '$ !"#(#/6 )%( #6#" %')/"r- ') r#/6

)%%! #/ "(! ICT !%"'r, (#%( %//'" ! #6/'r! #/ "(# 21" %!/")r-. T'- "(!

!/"#r! 'r # 6r)- !%'4#/6 D#6#" P/!". A4'" !+!r- ""! # (!#/6

"'r 8/'!6!;! '%#!"-. B/6!( # "(! %')/"r- (!r! "(!

*'"!/"##"- '$ IT r!"! )#/! # +!r- (#6(. B/6!( ( / )/!r!+!'*!,

-!" +!r- *r'4##/6 ICT !%"'r. >#"( "(! %)rr!/" *'"!/"#, B/6!( (') (+!

6!/!r"! " !" L32 4##'/ -!r "(r')6( ')"')r%#/6 / '"(!r !r+#%!.

A +!r- $#r" "!* $'r D#6#" B/6!( # ! "' *r! "(! ICT !)%"#'/

"(r')6(')" "(! %')/"r-. I/"!r/!" $%##"#! # ! 4! +#! "' "(! r!4'"!"

%'r/!r '$ "(! %')/"r- " %(!*!r r"!. T(! *!! '$ "(! #/"!r/!" # ! 4!

4#4)4 "' 6!" "(! !/!$#" '$ "(! "#4!. Mr8!" # ! r'!/! '"( #/ /

')"#! "(! %')/"r- $'r '$"r!, ')"')r%#/6 / *r'6r44#/6. Hrr! */" #

! !"#(! #/ "(! %')/"r-.

B/6!( ( "(! *'"!/"# "' !%'4! *r#4! ')"')r%#/6 !"#/"#'/ $'r

N)m'er of reaon:



15/80

B/6!( # r!- %'//!%"! #"( SEA;ME;>E )4r#/! $#!r;'*"#% %!

%'//!%"#'/. T(! 6'+!r/4!/" # 'r8#/6 "' !" )* ""! '$ "(! r" H#;T!%( Pr8

#"( +#! "' $')r#(#/6 "(! ICT !%"'r. A" *r!!/", "(! ICT !%"'r $ )/!r "(r!!

!*r"! 4#/#"r#!, /4!- *'" / "!!%'44)/#%"#'/, %#!/%! / "!%(/''6-

/ #/$'r4"#'/. T(!- r! "r-#/6 "' r#/6 "(! ICT !%"'r )/!r #/6! )4r! "'

!! *'#%- #4*!4!/""#'/ / r!#

"' !+!r- %(# '$ "(! %')/"r-. T(! r'/ #/"!r/!" %(r6! # ! r!)%! "

4#/#4)4 !+!.

T(! "!" )#/! /! "' 6r#* "(! /"#'/ # "(! 4)%(;(-*! ')" +!/" '$ "(!

% %!/"!r #/)"r-. >#"( "(! '+!r C C!/"!r ')"')r%#/6 4r8!" !*!%"! "'

6r' "!#- / r!%( L20.1 ##'/ #/ r!+!/)! - 2012 $r'4 L19.? ##'/ #/

200?, "(# !%"'r )/')"!- '$$!r 4/- '**'r")/#"#! $'r .I" ( !!/ %#4!

"(" B/6!( %/ "8! +/"6! '$ "(! r##/6 %'" '$ '*!r"#/6 % %!/"!r #/

'"(!r A#/ %')/"r#! #/ r!%!/" -!r - )"##


16/80

Favora'"e /overnment ,o"#$#e: T(! G'+!r/4!/" '$ B/6!( *r'+#!

/)4!r '$ /'"!'r"(- #/%!/"#+! "' /-'/! ##/6 "' #/+!" #/ "(! '$$ ('r#/6

#/)"r- #/ B/6!(.

I" # r!)r#/6 "(" r!%!/"-, BTRC / BTC 6r!! "' '$$!r %'4*!"#"#+! "r#$$ /

)**'r"#+! $%##"#!. T(! %'44!r%! 4#/#"!r ' )r! !/"r!*r!/!)r, ##/6

"' #/+!" #/ % %!/"!r, '$ $) )**'r" $r'4 "(! 6'+!r/4!/".

T' )44r#

"(! +###"- '$ 8#! r!')r%! " / $$'r! %'". A/ "(" *r!%#!- (!r!

B/6!( ( / !6! '+!r 4'" '$ "(! '"(!r %')/"r#! #/ "(! 'r. T(# !%"'r

# /' #!- *'#"#'/! $'r "8!;'$$.

E(per#en$e t!e -onder of Bang"ade!

F'r "(')/ '$ -!r '/6 #" '$ r!6#'/ !4*#r! / E)r'*!/ "r!r $')6("

$'r %'/"r' '$ "(! "!r;'66! / /' %! B/6!(.

B!$'r! B/6!( #!r"! #/ 1971 "(r')6( ''- r 6#/" "(! "-r/"

P8#"/ '**r!'r, #" )/!r "(! r)! '$ "(! Br#"#( E4*#r! $'r 4'r! "(/ "'%!/")r#!. T(r')6( ')" "(# "#4!, "(! *!'*! '$ B/6!( %%#4! "(! $4!

'$ r+! /"#'/ / )/!r "(! !!r(#* '$ "(! $"(!r '$ "(! /"#'/ B/6/()

S(!#8( M)=#)r R(4/, "(! %')/"r- / #" *!'*! %r!"! *%! #"( *r#! #/

"(! 'r 4*.

B/6!( ( r#%(, #+!r! %)")r!. I" !!*- r''"! (!r#"6! # "('r')6(-

r!$!%"! #/ #" r%(#"!%")r!, /%!, #"!r")r!, 4)#%, *#/"#/6 / #$!"-!. T(!

"(r!! *r#4r- r!#6#'/ '$ B/6!( H#/)#4, B)(#4 / I4 (+! ( 6r!" #/$)!/%! '/ #" %)")r! / (#"'r-. B/6!! (+! r#%( $#%"#'/ !6%-,

#"( "(! $#r" +#! $'r4 '$ #"!r")r! !#/6 '+!r "(')/ -!r '. B!/6#

#"!r")r! !+!'*! %'/#!r- )r#/6 "(! 4!#!+ *!r#' #"( "(! r#! '$

*'*)r *'!" )%( C(/# D, D)"


17/80

I4, (#4)#/ / '"(!r *+! "(!#r *"( "' #44'r"#"-. T(! "r#"#'/

4)#% '$ B/6!( # +!r- 4)%( "(! 4! "(" '$ "(! I/#/ );%'/"#/!/".

T(! 4)#% #/ B/6!( %/ ! #+#! #/"' "(r!! 4#/ %"!6'r#!: %#%,

4'!r/ / $'8. C'/"!4*'rr-, *'* '/6 / / r! ' !/='-#/6 4'r!

#!*r! $4!, )" r! 4#/- *'*)r #/ "(! r!6#'/ '$ D(8 C#"-.Tr# /%!

r! +!r- *'*)r 4'/6 "(! *!'*! '$ B/6!(. T(! %')/"r-#! 6#r r! #/ "(!

(#" '$ /%#/6 "' *'*)r $'8 4)#%.

Dr4 / "(!"r! # / ' "r#"#'/ "(" # +!r- *'*)r #/ B/6!(. M'r! "(/

'

*- $'r ()/r! '$ -!r. T(! %)")r (!r#"6! '$ "(! /"#'/ ( !!/ ""r%"#/6*!'*! $r'4 '+!r "(! 6'!. B/6!( ( %'/"#/)! #" )*#%#') =')r/!- '$

%)")r !%!!/%! #"( #4*'#/6 *r#!. A/'"(!r #4*'r"/" *!%" '$ "(! %)")r! '$

B/6!( # %'"(#/6. B/6!(# '4/ ))- !r Sr#, 4! '$ "(! 'r

$4') / !*!/#+!, $#/!- !4r'#!r! 5)#"! *"%('r8 %'"( *r')%! - "(!

+#6! '4/. B/6!( ( r#%( "r#"#'/ '$ Ar". S*!%#4!/ '$ /%#!/"

"!rr%'" / *'""!r- (' r!4r8! r"#"r-. M'!r/ *#/"#/6 *#'/!!r! -

r"#" #8! #/) A(!#/, K4r) H/, S($#)#/ A(4!, / S.M. S)"/.

#/) A(!#/ !r/! 'r#! $4! - (# ")//#/6 8!"%(! '$ "(! B!/6

F4#/! #/ 193.

B/6!(, / '$ !/%(/"#/6 !)"-, # !/'! #"( 4'" "(! /")r

*'"!/"# "' ""r%" "')r#". T(! %')/"r- '$$!r "(! 4'" !%#"#/6 !*!r#!/%! "'

+##"'r, r/6#/6 $r'4 %'!/! #"( /")r! " #" *r#"#/! !" "' %)")r! "r#* #/"'

%#+##


18/80

S6'rr# #/ !'r!, M)=#/6r 4!4'r#, G/(# Ar4, 4)/ Br#6!, Tr#(

/ Sr# C(#"/- T!4*!.

T(! "' )/!*'r! /")r #"!;"(! C' B


19/80

Bang"ade! Te"e$omm)n#$at#on Reg)"ator% Comm##on 4BTRC5:

,av#ng t!e pat! for a ne- front#er

B/6!( T!!%'44)/#%"#'/ A%" A%" 1 '$ 2001 *+! "(! - $'r "(!

!"#(4!/" '$ B/6!( T!!%'44)/#%"#'/ R!6)"'r- C'44##'/ BTRC.

B/6!( T!!6r*( / T!!*('/! B'r BTTB ( "(! '! 4'/'*'- )/"#

4'#! *('/! "!%(/''6- $')r#(! / $'r!#6/ %'4*/#! "r/;/"#'/

%'r*'r"#'/ "r"! '*!r"#/6 #/ B/6!(.

B/6!( T!!%'44)/#%"#'/ A%" A%" 1 '$ 2001 *+! "(! - $'r "(!

!"#(4!/" '$ B/6!( T!!%'44)/#%"#'/ R!6)"'r- C'44##'/ BTRC.

B/6!( T!!6r*( / T!!*('/! B'r BTTB ( "(! '! 4'/'*'- )/"#

4'#! *('/! "!%(/''6- $')r#(! / $'r!#6/ %'4*/#! "r/;/"#'/

%'r*'r"#'/ "r"! '*!r"#/6 #/ B/6!(.

B/6!( T!!%'44)/#%"#'/ A%" A%" 1 '$ 2001 *+! "(! - $'r "(!

!"#(4!/" '$ B/6!( T!!%'44)/#%"#'/ R!6)"'r- C'44##'/ BTRC.

B/6!( T!!6r*( / T!!*('/! B'r BTTB ( "(! '! 4'/'*'- )/"#

4'#! *('/! "!%(/''6- $')r#(! / $'r!#6/ %'4*/#! "r/;/"#'/

%'r*'r"#'/ "r"! '*!r"#/6 #/ B/6!(.

Dr4 / "(!"r! # / ' "r#"#'/ "(" # +!r- *'*)r #/ B/6!(. M'r! "(/

'

*- $'r ()/r! '$ -!r. T(! %)")r (!r#"6! '$ "(! /"#'/ ( !!/ ""r%"#/6

*!'*! $r'4 '+!r "(! 6'!. B/6!( ( %'/"#/)! #" )*#%#') =')r/!- '$

%)")r !%!!/%! #"( #4*'#/6 *r#!. A/'"(!r #4*'r"/" *!%" '$ "(! %)")r! '$

B/6!( # %'"(#/6. B/6!(# '4/ ))- !r Sr#, 4! '$ "(! 'r

$4') / !*!/#+!, $#/!- !4r'#!r! 5)#"! *"%('r8 %'"( *r')%! - "(!

+#6! '4/. B/6!( ( r#%( "r#"#'/ '$ Ar". S*!%#4!/ '$ /%#!/"

"!rr%'" / *'""!r- (' r!4r8! r"#"r-. M'!r/ *#/"#/6 *#'/!!r! -

r"#" #8! #/) A(!#/, K4r) H/, S($#)#/ A(4!, / S.M. S)"/.



20/80

#/) A(!#/ !r/! 'r#! $4! - (# ")//#/6 8!"%(! '$ "(! B!/6

F4#/! #/ 193.

F)n$t#on of t!e BTRC:

1. T' r!6)"! !"#(4!/", '*!r"#'/ / 4#/"!//%! '$ "!!%'4 !r+#%! #/

B/6!(

2. T' %'/"r' / '#( #%r#4#/"'r- *r%"#%! / !/)r! !+! *-#/6 $#!

$'r "(! '*!r"'r $'r (!"(- %'4*!"#"#'/.

3. T' (!r / r!'+! '=!%"#'/, #*)"! / %'4*#/ "(r')6( *)#%

(!r#/6 / #)! #/=)/%"#'/ / !/$'r%!4!/" 'r!r.

. T' 6r/" #%!/! $'r !"#(#/6, '*!r"#/6 "!!%'44)/#%"#'/ -"!4,

*r'+##/6 "!!%'4 !r+#%!, )#/6 r#' **r").

?. T' #)! "!%(/#% %%!*"/%! %!r"#$#%"!

@. T' '%"! $r!5)!/%-, 4'/#"'r / 4/6! *!%"r)4

7. T' r!/!, )*!/ 'r %/%! #%!/!, *!r4#" / %!r"#$#%"!

. T' **r'+! "r#$$ / % %(r6! 4'/6 "(! '*!r"'r / !+- %(r6!.

9. T' #/*!%" "!!%'4 #/""#'/ / "!r4#/ **r") !"%.

10. T' "'* #/"!r$!r!/%! %)! - '/! '*!r"'r "' "(! /'"(!r !r+#%!

-"!4

11. T' #)! *!r4##'/ "' r#6(" '$ - '$ "(! '*!r"'r "' (#

#/""#'/

12. T' $r4! r!6)"#'/ "' *r'%!)r! / '"(!r *!%" $'r %rr-#/6

')" "(! *)r*'! '$ "(! A%".



21/80

13. S!#

O+!r "(! *" $! !%!, I/$'r4"#'/ / C'44)/#%"#'/ T!%(/''6- ICT (

"8!/ "(! %!/"!r "6! "' r!+')"#'/#

%"!6'r#%- *r'%!#/6 '$ #/$'r4"#'/ / !/)r#/6 %'//!%"#+#"-. I" # %'/"#/)')-

'r8#/6 "' #/%r!! %'/)4!r r!/! #/ )##/6 "!!%'44)/#%"#'/ / ICT

!r+#%!.

I/ B/6!(, "(! "'" /)4!r '$ 4'#! *('/! %"#+! )%r#!r ( r!%(!

7.97 4##'/ " "(! !/ '$ )-, 2009. T(! /)4!r '$ )%r#!r # 5)#"! ()6!.

C'4*!"#"#'/ # +#r/" #/ B/6!( "!!%'44)/#%"#'/ #/)"r- / %'/)4!r

(+! "r"! '4#/"#/6 "(! 4r8!". T(! r'! '$ '*!r"'r "'r %'/)4!r

"#$%"#'/ ( ""#/! /! #4!/#'/.

B/6!( A'%#"#'/ '$ C C!/"!r / O)"')r%#/6

,ro)d part#$#pat#on at t!e B#rm#ng!am Ca"" Center E(po 1226

B/6!( "''8 *r" " "(! 'r r6!" C C!/"r! E*' " NEC, B#r4#/6(4

'/ 1@;17 S!*"!4!r 200, (!r! !+!/ *r#+"!;!%"'r C C!/"r! C'4*/#! $r'4

BACCO B/6!( A'%#"#'/ '$ C C!/"!r / O)"')r%#/6 *r"#%#*"! )/!r

"(! '+!r %';'r#/"#'/ '$ B/6!( T!!%'44)/#%"#'/ R!6)"'r- C'44##'/

BTRC. C(#r4/, BTRC, C(#r4/, "(! B'r '$ I/+!"4!/" / S!%r!"r-,

M#/#"r- '$ P'" / T!!%'44)/#%"#'/ !r! *r!!/" " "(! !*'.

T(! E*' *r'+#! / !$$!%"#+! *"$'r4 "' "(! B/6!( !!6"#'/ "' *r'=!%" "(!

%')/"r- ICT *'"!/"#, *r"#%)r- #/ "(! C C!/"r! !%"'r. B/6!( #

*r!*r! "' 48! %!r *r!!/%! #/ "(! #/"!r/"#'/ C C!/"r! )#/! "'-.



22/80

BTRC rr/6! *r!!/""#'/ '/ "(! "!!%'44)/#%"#'/ #/)"r-, !*#/#/6 (-

B/6!( %') ! 6'' !"#/"#'/ $'r % %!/"!r '$ #6 U %'4*/#!.

U %'4*/#! (+! ('/ #/"!r!" #/ !""#/6 )* % %!/"!r #/ B/6!( $"!r "(!

*r!!/""#'/.

V#!!r !*r!! "(!#r '*#/#'/ "(" B/6!( # /'" =)" %')/"r- '$ /")r

#"!r )" #" ( r!')r%! #/ )//%! / "(! "!!%'44)/#%"#'/ !%"'r '$$!r

()6! *'"!/"# #"( 'r % !r+#%!. F'r!#6/ %'4*/#! ('! #/"!r!" "' %'4!

/ #/+!" #/ "(# ')dd#ng #nd)tr%.

B/6!( !!6"#'/ ' "''8 *r" " !4#/r 'r6/#

B/6!(# %'44)/#"- #/ "(! U "' "(# !4!r6#/6 !r+#%! !%"'r.

T(# -!r, 6#/, "(! $#r # ! (! #/ B#r4#/6(4, U. Or6/#

BACCO ='#/"-, "(! *r"#%#*"#'/ # ! 4'r! %''r$) "(# -!r "(! % %!/"!r

#/)"r#! #/ B/6!( r! 4")r! !/')6( "' !r+! "(! #/"!r/"#'/ 4r8!".

T(! BOI ' #/%)! U"##"- S!r+#%! C! "(" '$$!r *r!;#/+!"4!/" %')/!#/6,$%##""#'/ '$ )"##"- %'//!%"#'/, / #"/%! #"( #4*'r" %!r/%! /

r!(')#/6 #%!/!.

BOI '$$!r >!%'4#/6 S!r+#%! "' "(! +##"#/6 $'r!#6/ #/+!"'r. T(! !r+#%! #/%)!

r!%!*"#'/ " #r*'r", ('"! ''8#/6, "r/*'r" rr/6!4!/" / r#/6 )* #"#/!rr-

#/ %%'r/%! #"( "(! /!! '$ "(! $'r!#6/ #/+!"'r +##"#/6 B/6!(.

B/6!( A'%#"#'/ '$ C C!/"!r / O)"')r%#/6

BACCO #n SME Fa#r 1227

T(! F')r"( SME F#r;2009 'r6/#



23/80

*r')%" "' '% / $'r!#6/ )-!r / #/*#r! "(! !/"r!*r!/!)r '$ 4

+!/")r!. C'44!r%! M#/#"!r Fr)8 (/ +##"! " $"!r "(! #/)6)r"#'/.

C'44!r%! M#/#"!r C' r!" Fr)8 (/ #/)6)r"#/6 "(! $#r. I/ (# *!!%(

H'/'r! M#/#"!r # "(" "(! 6'+!r/4!/" %'/#!r#/6 $)r"(!r r!)%"#'/ '$

#/"!r!" '/ /8 '/ $'r "(! S4 / 4!#)4 E/"!r*r#! SME !%"'r, (#%( #

*-#/6 4='r r'! "' 8!!* '% !%'/'4- +#r/". H! # "(! 6'+!r/4!/" #

6#+#/6 *r#'r#"- "' "(! SME !%"'r / ') *r'+#! /!%!r- )**'r" $'r #"

!#r! 6r'"( "' !/! #" *- 4='r r'! #/ !%'/'4- / 6!/!r"#/6

!4*'-4!/".

A "'" '$ @ '% %'4*/#! #*-! "(!#r *r')%" " 10 " " "(! $')r;-

('.

BACCO B/6!( A'%#"#'/ '$ C C!/"!r & O)"')r%#/6 *r"#%#*"! #/ "(!

F#r (#%( ""r%"! '" '$ '% / #/"!r/"#'/ %#!/". I" r!*r!!/"! +r#')

')"')r%#/6 %'4*/#! / "(!#r !r+#%! "(" '*!r"! %)rr!/"- #/ B/6!( .A

'" '$ (# "!%( %'4*/#! (+! ('! "(!#r 8!!/ #/"!r!" "' BACCO '/ ')"')r%#/6

5)#"- %)"'4!r !r+#%!. BACCO ' r!*r!!/"! "(! *'###"#! '$ '*!/#/6 /

')"')r%#/6 %'4*/- #/ B/6!( / (' %'4*/#! %/ ! !/!$#"! "(r')6(

')"')r%#/6.

B/6!( A'%#"#'/ '$ C C!/"!r / O)"')r%#/6

,ro)d part#$#pat#on at t!e B#rm#ng!am Ca"" Center E(po 1226

>'r T!!%'44)/#%"#'/ / I/$'r4"#'/ S'%#!"- D- >TISD # %!!r"!

//)- '/ 17 M- #/%! 19@9 "' 4r8 "(! //#+!rr- '$ "(! #6/#/6 '$ "(! $#r"

I/"!r/"#'/ T!!6r*( C'/+!/"#'/ / "(! %r!"#'/ '$ "(! I/"!r/"#'/

T!!%'44)/#%"#'/ U/#'/.

T(! "(!4! '$ >TISD09 "(# -!r JPr'"!%"#/6 %(#r!/ #/ %-!r*%!. T'

*'*)r#


24/80

T!!%'44)/#%"#'/ R!6)"'r- C'44##'/ BTRC 'r6/#

BTRC !#6/! "(! !+!/" "' !/%')r6! "(! -')"( '$ B/6!( "' %'/"r#)"! #/

)##/6 ICT ! /"#'/. M#4)4 *r"#%#*"#'/ '$ 4 *!'*! !r! !/)r!

"(r')6( '*!r"! +r#') *r'4'"#'/ %4*#6/, )%( , !%'r"#'/ '$ 4#/ r'

#"( *%r, *'"!r, %''r$) **!r / "(!r! ' $"##') "(!4! '/6.

Vr#') 5)#

!/(/%! "(! #4*'r"/%! '$ "(! !+!/". S#6/#$#%/" /)4!r '$ %('' / %'!6!

")!/" +##"! "(! !+!/".

C'44)/#"- r#', >#M S!r+#%!, 3G S')"#'/ ' ""r%"! "(! #/"!r!" '$

+##"'r. B!#! "(!!, PSTN A'%#"#'/, AFD, BASIS, BCS, BACCO, H)!#,

V!(#%! "r%8#/6 NITO, A4"!)r R#', Dr#8T!/!", TIOB, BST!(, ISPAB, C-!r

C$Q A'%#"#'/ CCOAB, H'"#/6 H!* 2;Fr!! O/#/! Er/#/6 ' *r"#%#*"! #/

"(! !+!/".

A4'/6 "(!4 BACCO # / #4*'r"/" '/!. BACCO 4!4!r !%'r"! BACCO "

+!r- *!/"- #"( #+! #/"!r/"#'/ C C!/"!r !4'. A '" '$ (# "!%(

%'4*/#! (+! ('! "(!r! #/"!r!" '/ ')"')r%#/6 5)#"- %)"'4!r !r+#%! "'

BACCO.

H'/'r! M#/#"!r '$ "(! M#/#"r- '$ P'" / T!!%'44)/#%"#'/, H'/'r!

M#/#"!r '$ "(! M#/#"r- '$ ICT, MP, '% M-'r, S!%r!"r- '$ "(! M#/#"r- '$ P'"

/ T!!%'44)/#%"#'/ / C(#r4/, BTRC +##"! "(! ". T(! " *r!!/"!

"(! !+!'*4!/" *r'%! '$ % %!/"!r "(" r! !#/6 )%%!$)- ')"')r%! -

r6! 4)"#;/"#'/ %'4*/#! MNC "' '"(!r r!6#'/ '$ "(! 'r $'r !4*!

P(##**#/!, I/#, >!" I/#!. I" ' $'%)! '/ (' %')/"r- #8! B/6!( r!

%(/6#/6 "' (#6(;"!%( (), #/$'r4"#'/ "!%(/''6- IT , !r+#%! / ('

B/6!( %/ !*'#" "(! $) !/!$#" '$ '$$('r! 4r8!" #"( "(! (!* '$ +"



25/80

%'";!$$!%"#+! 'r8$'r%! '$ !)%"!, E/6#(;*!8#/6 *!r'//!, ';%'"

"!%(/''6-, / *r'*!r 6'+!r/4!/".

A #6/#$#%/" /)4!r '$ %('' / %'!6! ")!/" ' +##"! " / %'!%"!

#/$'r4"#'/ / 4!" 5)!r#!. BACCO " ""r%"! ")!/" 4'". '" '$ $r!(

")!/" (+! ""! "(!#r #/"!/! #/"!r!" "' ! "r#/! )* / 'r8 $'r %

%!/"!r.

B!#! ")!/", !r+#%! ('!r, '%# 'r8!r, )#/!4!/ / *!'*! $r'4

+r#') 8 '$ #$! +##"! BACCO ".

A" "(! !/ '$ "(! C'#/6 S!#'/ *r#


26/80

'INDMILL INFOTECH LIMITED

A'o)t US

+!at %o) $an e(pe$t from )

A" >#/4# I/$'"!%( ! - !/)r! -') "' "(! !" !r+#%! $r'4 ).

1. F" ")r/r')/ '$ -')r *r'=!%"

2. C'" +#/6 / r!+!/)! #/%r!!

3. S#6/#$#%/" #4*r'+!4!/" #/ "(! 5)#"- / *r')%"#+#"- '$ -')r

)#/!

+e ma8e #t ea% for %o) to -or8 -#t! )

>! "r#+! "' 48! %)"'4!r %'4$'r"! #"( >#/4# I/$'"!%( - 48#/6

"(! *r'%! !4! / (!;$r!!. T(! >#/4# I/$'"!%( "!4 # ##/6"' 6' "(! !"r 4#! - !/)r#/6 "(" ! r! - "(!r! $'r ')r %)"'4!r.

1. A %)"'4!r !/66!4!/" "!4 "' !r+#%! ')r %)"'4!r 2 (')r -

2. A !#%"! "!4 "(" # $'%)! '/ *r'=!%" 4/6!4!/".

O)r portfo"#o



27/80

A "(# # / #/$'r4"#'/ !r, ! (') ' 8!!* r'#/6 #"( "(!

)*"#/6 'r. D!+!'*#/6 %')/"r#! (+! )%( !r+#%! ' (- !

(+!/" >!, >#/4# I/$'"!%( r! "(! 4'" +!"!r/ % %!/"!r%'4*r! "' '"(!r #/ B/6!(# % %!/"!r 4r8!" !%)! ! r!

'r6/#

+!/")r! r/6#/6 $r'4 % %!/"!r / (!"(%r! !r+#%! "' %,

!/6#/!!r#/6 / r!!r%(/-# !r+#%!. R! ')r )%%! "'r#!

/ %'/"%" ) $'r -')r r!5)#r!4!/".

O)r trengt!



28/80

A % %!/"!r # /! %'/%!*" $'r B/6!(# 4r8!", #" %/ ! +!r-

#6/#$#%/" $'r ')r !%'/'4- "''. >! " >#/4# I/$'"!%( !#!+! #/ "(!

'r6/#


29/80

O)r 4/6!4!/" "!4 # 4!"#/6 *'" '$ "!/" / !*!r#!/%!, r/

$r'4 +r#!"- '$ $#!. T(!#r +)! !*')r! "' "(! 'r8#/6 '$

#/"!r/"#'/ 4r8!" (!* "(!4 %!r- )/!r"/ "(! 6' *!r*!%"#+!'$ ')r %)"'4!r.

O)r e(pert#e

>! *r'+#! %'4*!"! ')"')r%#/6 ')"#'/ "(r')6( )/#5)!

9*tage pro$e:

1. S#t)at#on ana"%#; ! /-

2. ,#"ot program ; ! # %rr- ')" *#'" *r'=!%" !+!/ !$'r! "(!

%'/"r%" # #6/!.

3. Tran#t#on management; ! !/)r! $! *!r$'r4/%! )r#/6

%r#"#% *(! (!/ -')r *r'=!%" # 4'+! '$$('r!.

. ,roe$t management ; ! 4/6! '"( "(! )#/! / "(!

!!%)"#'/ *!%" '$ -')r *r'=!%".

?. C)tomer re"at#on!#p management; ! 48! #" !- $'r -') "'

' )#/! #"( ).

Infratr)$t)re and e$)r#t%

>! (+! ""!;'$;"(!;r" %'4*)"#/6 / %'44)/#%"#'/ "!%(/''6-#"( UPS $'r *'!r %8)* / ')r '/ *'!r 6!/!r"'r #/ "(! !+!/"

'$ *'!r $#)r!. O)r I/"!r/!" / "!!%'4 "!%(/''6#! #/ "(! B//#

/!" %!/"!r *r'+#! "(! *!r$!%" *"$'r4 $'r %)"'4!r !r+#%! /



30/80

)**'r" '/ *r #"( #/)"r- "/r. >! )! '4! '$ "(! "!"

!%)r#"- "!%(/''6#! "' !/)r! " #/"!6r#"- $'r ')r %)"'4!r.

Conf#dent#a"#t% and pr#va$%

>! " >#/4# I/$'"!%( r! !/#"#+! "' %)"'4!r %'/%!r/ / !/)r!

')"! %'/$#!/"##"- / *r#+%- '$ /- #/$'r4"#'/ "(" # 6#+!/ "' ).

C)"'4!r %/ *!%#$- "(!#r *r!$!rr! 4!"(' '$ %'/"%" #"( ) / ! #

/'" #%'! "(!#r #!/"#"- #"(')" "(!#r !*r!! 'r r#""!/ %'/!/".

O)"')r%! "' >#/4# I/$'"!%( / "'* 'rr-#/6 ')" "(! !%)r#"- '$

-')r ". A" >#/4# I/$'"!%(, ! "8! "(! !%)r#"-, *r#+%- &

%'/$#!/"##"- %'/%!r/ '$ ')r %)"'4!r +!r- !r#')- / (+! "8!/

!5)"! "!* "' !/)r! "(" "(! %'/$#!/"# #/$'r4"#'/ '$ ')r %)"'4!r

# 8!*" !%)r!.

O)r 0##on



31/80

O)r +##'/ # "' ! +)!;! 6' 'r6/#


32/80

D' -') r!5)#r! $" '/#/! " !/"r- !r+#%! )" '/" (+! "(! "#4! 'r "(!

r!')r%!. O)"')r%! " !/"r- "' >#/4# I/$'"!%( / 6!" %%! "'

*!%##

r!+!/)! / 6r'"(. P), "(! '+!r " 4/6!4!/" %'" #/%r!!

#6/#$#%/"-. T(! (/#/6 %'" '$ '%)4!/" %'4! "' ')" @ "' 1? '$

"(! r!+!/)! '$ %'4*/-. A')" ? '$ r%(#+! '%)4!/" /!+!r!+! "(! $#! '%)4!/".

O)r data entr% erv#$e:

O)r !r+#%! #/%)!, '%)4!/" %//#/6 / %'4#/"#'/ '$ 8!-;$r'4;

#46! / +/%! " %*")r! / r!%'6/#"#'/ "!%(/''6#!

1. V')4! " !/"r- (/r#""!/ *r#/"!

2. PDF %'/+!r#'/

3. O*!/;!/! r!!r%( %'#/6

. S%//#/6, OCR %!/)*

?. B)8 #'r!r *r'%!#/6

@. A"r%"#/6 / #/!#/6



33/80

7. M!#%#/)r/%! %#4 ; %'4*#/" #"( HIPAA HCFA, UB 92, ADA;

9

. E;''8 *)#(#/6

9. C"'6 %'/+!r#'/ / #6#"#

13. HTMMSGM %'#/6 #"( DTD !#6/

T(! " #/*)" %/ %'4! $r'4 **!r '%)4!/", #46! $#!, ' "!,

4#%r'$#4, / ')"*)" %') ! #/ ASCII $'r4", COBO, PDF, M >'r, M

E%!, SGM, HTM, M. O)r ')"%'4! # %!/, %%)r"!, )/#$'r4 #6#"

$#!, $'r4""! "' -')r *!%#$#%"#'/.

Data management erv#$e

Data pro$e#ng erv#$e

D" *r'%!#/6 #/ "(! /! -/4#% #6#" )#/! 4##!) r#/6 #/%r!!

%'" / %'4*!"#"#'/ #/ "(! '*!r"#'/ 4!"(' '$ 6' 'r6/#


34/80

- $)/%"#'/#/6 '$ /- )#/!. >! (+! !!/ *r'+##/6 " *r'%!#/6

!r+#%! (#%( r! !#6/! "' 4!!" "(! *!%#$#% /!! '$ '%)4!/"

#/"!/#+! 'r6/#

T(#, %'4#/! #"( "(! )**'r" '$ ""!;'$;"(!;r" #/$r"r)%")r!, /

!*!r#!/%! "!4 '$ *r'$!#'/, / "(! ##"- "' %(/6! / )*"! #"(

"(! "!" 4r8!" "r!/ / r!5)#r!4!/" ( (!*! ) %5)#r! ')r /#%(!.

O)"')r%#/6 -')r " *r'%!#/6 !r+#%! "' B/6!( %/ (!* -')6!/!r"! 4'r! r!+!/)!, %(#!+! (#6(!r 6r'"(, / ""r%" 4'r! *r"/!r,

#/+!"'r, / %5)#r!r. O)"')r%! -')r " *r'%!#/6 "' B/6!( /

!/!$#" $r'4 %'";!$$!%"#+! !r+#%!.

O)to)r$#ng data pro$e#ng !e"p #n.

M/6!4!/" '$ ()6! +')4! '$ #/$'r4"#'/ 48! #" "#r!'4! "' 4/6!

#+!r#$#! )!r

1. M)"#*! " #/*)" "-*!

2. I/%'/#"!/%- #/ "

3. R!)%"#'/ #/ " %'4*!#"-

. C'" +/"6! '$ '+!r @0

?. G!/!r"#/6 #4*'r"/" )44r- ""#"#% '/ "

@. Cr!"#/6 *'!r$)- #)"r"! "!

7. Cr!"#/6 *!r%!/"#! r/8#/6 / #"r#)"#'/

. P!r$'r4#/6 r/8 'r!r /-# '/ "



35/80

9. D" !"r%"#'/ $r'4 )/"r)%")r! %'/"!/" "' )# *r!(!!" /

"!

+e are e)#pped to !and"e a -#de range of proe$t:

1. E/"!r#/6 *r')%" !%r#*"#'/ $r'4 (r %'*- %"'6)! "' '/#/!

%)"'4!r ! ! -"!4.

2. D" 4#/#/6

3. E/"!r#/6 $'r!#6/ /6)6! #r!%"'r#! #/"' "! 4/)-.

. I46! %'/+!r#'/ #/%)#/6 %r'**#/6, r!')"#'/ !""#/6, %#**#/6 *"(,

%''r %'rr!%"#'/, #46! %'rr!%"#'/ !"%.

?. C"!6'r#


36/80

13. Pr!*r#/6, $'r4""#/6 / !#6/#/6 ''8 / !;''8 $'r

*)#%"#'/.

+!at -e $an do for %o);

>#/4# I/$'"!%( !4*'- #$$!r!/" %'/+!r#'/ "'' $'r "(! %'/+!r#'/ '$

!!%"r'/#% " $r'4 #" *r!!/" $'r4", (!"(!r #" # %)rr!/"- #/

*r!(!!", 'r *r'%!#/6, 'r !8"'* *)#(#/6 **#%"#'/. >! )!

%)"'4#

!!%"r'/#% $'r4" #/ "(! %! '$ " #/ *r#/" $'r4" ! 48! )! '$ ""!;'$;

"(!;r" %//#/6 $%##"#!. O)r !*!r" "!%(/#% )**'r" "$$ %/

'%)4!/" 'r #46! $'r %'/+!r#'/ #/"' #6#" $'r4". >! 4#/"#/ /

!#"'r# "$$ *r'$#%#!/" #/ 4/) " !/"r-, ! *r''$#/6 /

!#"#/6, !/)r#/6 "(" "(! " !/"!r! # %%)r"!. O)r )/#+!r "

%'/+!r#'/ ')"#'/ r! #! $'r %'r*'r"#'/, /! 'r6/#


37/80

O)r d#g#t#


38/80

1. ASCII

2. B#/r-

3. M#%r''$" A%%!

. M#%r''$" E%!

?. M#%r''$" SK S!r+!r

@. PDF

7. M

. M#%r''$" >'r P!r$!%"

9. D"!

10. HTM

Net-or8 management

N!"'r8 4/6!4!/" )/')"!- (**!/ "' ! / #4*'r"/" *!%" '$-"!4 #/"!6r"#'/ $'r "!!%'44)/#%"#'/ /'!. >!, " >#/4# I/$'"!%(,

(+! !!/ %"!r#/6 "' ')r ()6! %#!/" ! #"( ')r #44!/! 8/'!6! /

!*!r"#! #/ "(# *(!r!. #8! ')r "!!%'4;r!"! ')"#'/, ')r )%%!

"'r#! #/ "(! # '4#/ r!+'+! r')/ ')r !*!r" (/#/6 '$ "(! #/#+#)

$!")r! '$ -"!4 #/"!6r"#'/ /!"'r8 4/6!4!/", $)";"'!r/%!, (#6(;

+###"-, %##"-, !"%.

O)r #/;(')! !+!'*4!/" '$ 6!/!r#%, %'4*!"! -"!4 $r4!'r8 $'r

"!!%'4 !r+#%! *r'+#!r '"(!r "(/ "(! #"#/%" %#!/";%! ( r')6("

) r!%'6/#"#'/ / r!/'/ #/ "(# *(!r!.



39/80

O)r %'r! !+!'*4!/" "!4 ( ' $r 'r8! '/ !+!r !r+#%! *r'=!%",

*r'*'#/6 / !#6/#/6 /!"'r8 4/6!4!/" -"!4 $'r #$$!r!/"

!/+#r'/4!/" )%( 7 /'!, #* !r+!r / '"(!r. S'4! '$ "(! #!/"$!")r! #/%'r*'r"! *r" '$ "(!! ')"#'/ #/%)!:

1. Ar4 #"( r4 %'#"#'/ $%##"-

2. D"! )**'r" $'r "'r#/6 4#/4*+2 %'/$#6)r"#'/ "

3. H!"( 4/6!4!/" / r!)//%- %'/$#6)r"#'/ )**'r"

. MIB !$#/#"#'/ #/ 4#+1 / 4#+2 $'r4"

?. Pr'+##'/#/6 " #/#"##! r! !/66! #/ "(! !#6/#/6, !+!'*4!/" / "!"#/6 '$ /!"'r8

4/6!4!/" ')"#'/.

2. >! !+!'* SNMP #/"!r$%! "' -')r -"!4.

3. >! ' !/66! #/ "(! #/"!6r"#'/ '$ 4')! #"( $!")r! #8!

/!"'r8 4/6!4!/", $)" "'!r/%! 4'/#"'r, '66#/6, IPC, -"!4

()"'/r!"r""'* '*"#'/.

O)to)r$#ng $a"" $enter #n'o)nd erv#$e to +#ndm#"" Infote$!



40/80

>#/4# I/$'"!%( % %!/"!r #/')/ !r+#%! *r#4r#- $'%)! '/

4#4#! (+! !"!/#+! !*!r#!/%! #/ *r'+##/6 #/')/ % %!/"!r ')"')r%#/6

!r+#%! "' 6' % %!/"!r %)"'4!r #/ +r#! #/)"r#!, )%( "r+!,r! !""! / #r#/! / /8#/6. O)"')r%! #/')/ % %!/"!r ')"#'/

"' >#/4# I/$'"!%( / !/!$#" $r'4 "r"!6#% %'/"%" %!/"!r !r+#%! "("

(!* -') ""#/ -')r )#/! '=!%"#+! / "- (! '$ %'4*!"#"#'/.

+#ndm#"" Infote$! $a"" $enter #n'o)nd erv#$e

1. P('/! /!r#/6 !r+#%!

2. 00 /!r#/6 !r+#%!

3. Or!r T8#/6 S!r+#%!

. Pr')%" #/$'r4"#'/ !r+#%!

5. U*;!#/6 / %r';!#/6 !r+#%!

@. C#4 *r'%!#/6 !r+#%!

7. B##/6 5)!r#! !r+#%!

. S! %')r! !r+#%!

9. S)%r#*"#'/ !r+#%!

10. Or!r !/"r- !r+#%!

http://www.windmillbd.net/inbond_services_link5.phphttp://www.windmillbd.net/inbond_services_link5.php


41/80

11. A/!r#/6 !r+#%!

12. S%(!)#/6 ! !4' !r+#%!

13. E+!/" %(!)#/6 !r+#%!

1. D#r!%"'r- #/5)#r- !r+#%!

1?. P-4!/" %'!%"#'/ !r+#%!

1@. C(r6! %8 (/#/6 !r+#%!

17. R! "#4! #/+!/"'r- "") !r+#%!

1. T#%8!"#/6 ! )%r#*"#'/ !r+#%!

19. R!"! *r'%!#/6 !r+#%!

20. I/)r/%! %#4 *r'%!#/6 !r+#%!

21. Pr')%" r!% 4/6!4!/" !r+#%!

22. R!6#"r"#'/ '$ !+!/" / "r! (' *r"#%#*/" / *r'*!%"

!r+#%!

23. >rr/"- r!6#"r"#'/ !r+#%!

2. ' #*"%( !r+#%!

+!% o)to)r$e $a"" $enter #n'o)nd erv#$e to +#ndm#"" Infote$!;

1. E(pert $a"" $enter profe#ona": ! (+! 5)#$#! % %!/"!r

*r'$!#'/ (' (+! !"!/#+! / r!!+/" !*!r"#! #/ (/#/6 #/')/!, /!r#/6 !r+#%! % & !/)r#/6 %)"'4!r "#$%"#'/.

2. Competent tra#n#ng program:! *r'+#! !$$#%#!/" / r!!+/" "r#/#/6

*r'6r4 "' 6#+! ')r #/')/ % %!/"!r !4*'-!! %)""#/6 !6!, '"( #/

"!r4 '$ #/6)#"#% ##"- / *r'%! 8/'!6!.



42/80

3. Tranparen$%:')r #/')/ % %!/"!r #/$r"r)%")r! / %'4*/- *'#%#!

'$$!r %'4*!"! "r/*r!/%- #/ '*!r"#'/.

4. E(ten#ve e(per#en$e:! (+! +" !*!r#!/%! #/ )**'r"#/6 '+!r 300

6' *r"/!r #/ *//#/6, !#6/#/6 / #4*!4!/"#/6 % %!/"!r /!"'r8.

5. 322= vo#$e re$ord#ng:')r 100 +'#%! r!%'r#/6 ##"- !/! ) "' +#!

+'#%! !/+!'*! '$ %)"'4!r / 6!/" !*r"!- / $#/ !%!*"#'/ -

/-


43/80

A" >#/4# I/$'"!%(, ! %/ (!* -') %'//!%" #"( -')r %)"'4!r #"( ')r

%'4*!"! r/6! '$ ')"')/ % %!/"!r !r+#%!. >#"( ')r '4#/ !*!r"#! #/

')"')/ %'/"%" %!/"!r ')"#'/, (#6(;!+! '$ !*!r"#! / !*!r#!/%!

')"')/ ! %!/"!r 6!/", -') %/ ! )r! '$ 5)#"- !r+#%!.

O)"')r%! ')"')/ %'/"%" %!/"!r !r+#%! "' >#/4# I/$'"!%( / ! #

(!* -') "' #/%r!! -')r !, $'';)* -')r 4##/6, "!" )/8/'/

4r8!", !+!'* 6'' %)"'4!r r!"#'/(#* / 48! -')r )#/!

)%%!. O)"')r%! /' / 6!" %%! "' "(!! +/"6!.

+#ndm#"" InfoTe$!> o)t'o)nd $a"" $enter erv#$e

>! '$$!r / !/"#r! r/6! '$ ')"')/ BPO !r+#%!

1. B2% / 2 %)"'4!r %5)##"#'/

2. ! 6!/!r"#'/

3. A**'#/"4!/" !""#/6

. T!! )r+!-

?. C)"'4!r '-"- *r'6r4

@. I/$'r4"#'/ 6"(!r#/6

7. D#r!%" !

. >!%'4! %

9. S! ! $'';)*

10. S!r+#%! "#$%"#'/ $'';)*

11. D"! !/(/%!4!/"

12. S! +!r#$#%"#'/

http://www.windmillbd.net/lead_generation_services.phphttp://www.windmillbd.net/appointment_setting.phphttp://www.windmillbd.net/lead_generation_services.phphttp://www.windmillbd.net/appointment_setting.php


44/80

13. >r4 %#/6!#"#/6 %#!/"r!$!rr

1. C' %#/6 %4*#6/

1?. Pr')%"!r+#%! *r'4'"#'/

1@. Mr8!" r!!r%( & )r+!-

17. M'r"66! ! 6!/!r"#'/

1. E;4# $'' )*

19. 4r8!" #/"!#6!/%!

20. "! !#/6

21. #r!%" 4# $'';)*

22. Pr')%" *r'4'"#'/

23. D!" %'!%"#'/

+!% o)to)r$e o)t'o)nd $a"" $enter erv#$e to +#ndm#"" Infote$!;

1. C*##"- "' (/! r6! % +')4!

2. S"r#/6!/" *r'%!!

3. A##"- "' *r'+#! +r#! ')"')/ ! %!/"!r !r+#%!

. S""!;'$;"(!;r" "!%(/''6- / #/$r"r)%")r!

?. M)"#;%(//! %*##"#!

@. A)r! !%)r#"- / %'/$#!/"##"-

7. K)#"- )r/%! *r'%!!

. M#/#4#



45/80

10. E*!r#!/%! & 8#! ')"')/ %'/"%" %!/"!r 6!/"

11. S+! '/ 4/*'!r, #/$r"r)%")r! & "!%(/''6-

12. S+! '/ (#r#/6 / "r#/#/6 %'"

>(!/ -') %(''! >#/4# I/$'"!%( -')r ')"')/ % %!/"!r ')"')r%#/6

*r"/!r, -') %/ !/!$#" $r'4 !$$#%#!/" ')"')/ % %!/"!r ')"#'/. >! #

$#r" 6#/ )/!r"/#/6 ')" -')r )#/! r!5)#r!4!/", "r6!" 4r8!"

/ *r'*'#"#'/ !$'r! *r'+##/6 ')"')/ !r+#%!. T(# /-# !/! )

"' *r'+#! r!#! / !$$#%#!/" !r+#%! "(" %/ #/%r!! -')r )#/!

+)!.

I$ -') r! ''8#/6 $'r 5)#"- / %'";!$$!%"#+! ! 6!/!r"#'/ !r+#%!,

**'#/"4!/" !""#/6 !r+#%!, "! !#/6 !r+#%! 'r /- '"(!r

')"')/ % %!/"!r ')"')r%#/6 !r+#%!, "(!/ -') (+! $')/ "(! r#6("

')"')/ !r+#%! *r"/!r.

O)to)r$e te"emar8et#ng erv#$e to +#ndm#"" Infote$!

O)"')r%#/6 "!!4r8!"#/6 !r+#%! %/ (!* -')r 'r6/##/4# I/$'"!%(, ! %/

*r'+#! -') #"( #/#6("$) #/$'r4"#'/ ')" "(! )/$)$#! r!5)#r!4!/",

"(! !+! '$ "#$%"#'/ / "(! /!! '$ -')r %)"'4!r. A'/6 #"( "(#

#/$'r4"#'/, ! # ' *r'+#! -')r 'r6/#


46/80

O)r #! r/6! '$ '$$('r! "!!4r8!"#/6 !r+#%! #/%)!, #/')/ !,

#/')/ %)"'4!r !r+#%!, ')"')/ r!!r%(, "!!4r8!"#/6 ! /

')"')/ ! 6!/!r"#'/.

+#ndm#"" Infote$!? te"emar8et#ng erv#$e

3. In'o)nd te"emar8et#ng erv#$e

A" >#/4# I/$'"!%(, ! (+! -!r '$ !*!r#!/%! / !*!r"#! #/

*r'+##/6 #/')/ "!!4r8!"#/6 !r+#%!. >(!/ %)"'4!r %'/"%" ) $'r#/')/ "!!4r8!"#/6 !r+#%!, ! $#r" /-

!r+#%!, /!r#/6 !r+#%!, #/)r/%! %#4 !r+#%! / #/5)#r-

!r+#%!.

1. O)t'o)nd te"emar8et#ng erv#$e

O)"')r%! ')"')/ "!!4r8!"#/6 !r+#%! "' >#/4# I/$'"!%( / 6!"

%%! "' 273@? - '$ *r'$!#'/ ')"')/ "!!4r8!"#/6 !r+#%!.

>! %/ !$$#%#!/"- 5)#$- !, )# "! #", !+)"!

%'/%)rr!/%- '$ "! / )66!" '"(!r !$$!%"#+! 4r8!"#/6 "r"!6#!.

A" ')r ')"')/ "!!4r8!"#/6 $%##"-, ! )! "(! "!" #/ '$"r! /

"!%(/''6- "' *r'+#! -') #"( !";'$;r!! !r+#%!.

>! (+! "(! !*!r#!/%! / "(! !*!r"#! "' *r'+#! r/6! '$



47/80

"!!4r8!"#/6 !r+#%!, (#%( #/%)! 4r8!" r!!r%( *r'6r4,

"!!4r8!"#/6 ! / ! 6!/!r"#'/ !r+#%!, "!!4r8!"#/6

**'#/"4!/" !""#/6 !r+#%!, *r')%"!r+#%! !, *r#4r- r!!r%(,

r!4#/!r %, %)"'4!r "#$%"#'/ )r+!- / "!!4r8!"#/6 !

6!/!r"#'/ 4'/6" '"(!r.

@. Te"emar8et#ng $on)"t#ng erv#$e

A" >#/4# I/$'"!%(, ! *r'+#! *r'$#%#!/" "!!4r8!"#/6 %'/)"#/6

!r+#%!. O)r !r+#%! #/%)! / '/;#"! /-#, )#" '/ *!r$'r4/%!,

r!*'r"#/6 *!%#$#%"#'/, %r#*"#/6 /-# !"%. O)r "!4 '$ "!!4r8!"#/6

!*!r" %/ !$$#%#!/"- !+!'* %)"'4#

4r8!"#/6 #" "(" ! %r!"! #/%)! !"#, )%( ,


48/80

6'+!r/4!/" 6!/%#! / !" r!)%"#'/ 'r6/#

r!*'r".

,rofe#ona" -or8for$e: ')r *r'$!#'/ '$$('r! "!!4r8!"#/6 "!4

%/ (/! /- %. E%( '$ ')r "!!4r8!"#/6 % %!/"!r !!%)"#+! r!

!;"r#/! #/ ! / /!r % !$$#%#!/"-, *r'$#%#!/"- /

*r'$!#'/-. >! *r'+#! !";'$;r!! !r+#%! " %'";!$$!%"#+! *r#%!.

O)"')r%! "!!4r8!"#/6 !r+#%! "' >#/4# I/$'"!%( / !*!r#!/%! /

#/%r!! #/ !.

Doma#n e(pert#e:')r %'4*!"!/" **r'%( %/ !$$!%"#+!- #/%r!! -')r

!. >! (+! "(! 8/'!6!, !*!r"#! / 8# "' *r'+#! 'r;%

')"')/ "!!4r8!"#/6 !r+#%!. O)"')r%! ')"')/ "!!4r8!"#/6

!r+#%! "' >#/4# I/$'"!%( / 6!" %%! "' *r'$!#'/ !r+#%! " %'4*!"#"#+! *r#%!.

Reear$! ana"%#

CATI -e' )rve%

A+/%! 6!/!r"#'/ "'' CATI 'r %'4*)"!r #! "!!*('/! #/"!r+#!#/6

( %'//!%"! /'r4 % %!/"!r **#%"#'/ "' +/%! CATI ! )r+!-/ % %!/"!r CRM "!%(/''6- **#%"#'/ "(" r! #4*%"#/6 "(! -

4r8!" r!!r%( " # %'!%"!. T(! 5)#"- / %%)r%- '$ "(! "

%'!%"! %/ ! 4!)r! / '*"#4#

CRM "!%(/''6- / "(# #/ ")r/ #/%r!! "(! 5)#"- '$ r!!r%( r!)".



49/80

>#/4# I/$'"!%( 6#+! -') "(! +/"6! '$ ")r/8!- CATI ! )r+!- /

% %!/"!r CRM "!%(/''6- ')"#'/ "(r')6( #/6!, "r)"! / r!#!

+!/'r. O)r #/"!6r"! ')"#'/ $'r ')"')r%#/6 "!!*('/! " %'!%"#'/)! #/"!r/!" ! "!!*('/- "!%(/''6- / !";'$;r!! '$"r! $'r

" %'!%"#'/. A"(')6( #" /! #! )" 4'r! !$$!%"#+! r"(!r "(/ '"(!r

')r%!.

Reear$! ana"%#

Ca"" $entre )rve%:

N';;- )r+!- # "(! 8!- *'#/" "' $#/ ')" /- #/$'r4"#'/ ')"

*r')%" / !r+#%! '$$!r! - / 'r6/#


50/80

')"*)" "' (!* -') 4!)r! "(! #4*%" '$ -')r "$$ *r')%"#+#"-,

4/6!4!/" %'4*!"!/%! / 4r8!"#/6 "r"!6#! '/ -')r +)!

%)"'4!r. >! (' "(! *!)r! / "(#/8 *r"/!r (' #/%r!! "(!

r!+!/)! / r!)%! "(! %'" / $#/ ')" /'" '/- %)"'4!r '$ #/%r!#/6

"(! //) r!+!/)! $'r '$ ')r %)"'4!r "(r')6( ')r )r+!- *r'%!#/6

!r+#%!.F'r 4'r! #/$'r4"#'/ *!! +##" .'/!%.%'4

R!!r%( & /-#

CATI ! )r+!-

A+/%! 6!/!r"#'/ "'' CATI 'r %'4*)"!r #! "!!*('/! #/"!r+#!#/6 (

%'//!%"! /'r4 % %!/"!r **#%"#'/ "' +/%! CATI ! )r+!- / %

%!/"!r CRM "!%(/''6- **#%"#'/ "(" r! #4*%"#/6 "(! - 4r8!" r!!r%(

" # %'!%"!. T(! 5)#"- / %%)r%- '$ "(! " %'!%"! %/ ! 4!)r!

/ '*"#4#

>#/4# I/$'"!%( 6#+! -') "(! +/"6! '$ ")r/8!- CATI ! )r+!- / %

%!/"!r CRM "!%(/''6- ')"#'/ "(r')6( #/6!, "r)"! / r!#! +!/'r.

O)r #/"!6r"! ')"#'/ $'r ')"')r%#/6 "!!*('/! " %'!%"#'/ )! #/"!r/!"

! "!!*('/- "!%(/''6- / !";'$;r!! '$"r! $'r " %'!%"#'/.

A"(')6( #" /! #! )" 4'r! !$$!%"#+! r"(!r "(/ '"(!r ')r%!.

Cr!"#+! !r+#%!

E+!/" 4/6!4!/"

E+!/" *//#/6

Br/ *r'4'"#'/ & 4/6!4!/"

C'r*'r"! !+!/" & %4*#6/

C!!r#"- 4/6!4!/"

R' ('

D!#6/ !r+#%!

A/#4"#'/ S!r+#%!

http://www.onecallbd.com/http://www.onecallbd.com/


51/80

Pr#/" S!r+#%!

A+!r"##/6 S!r+#%!

Log#t#$erv#$e

B#"" of "ad#ng generat#on

E!%"r'/#% # '$ #/6 6!/!r"#'/

>#/4# I/$'"!%( 6!/!r"! EBOS "' !/! $"!r / 4'r! "r!4#/!

$' '$ 6'' / #/$'r4"#'/ $'r '6#"#% / "r/*'r""#'/ %'4*/#!.

+#ndm#"" Infote$! E*BOL o")t#on: !o- #t ave t#me and $ot

prod)$t#v#t% #mprovement on t!e tr)$8#ng ro)te

"(! !!%"r'/#% BO r!%(! "(! #"r#)"#'/ %!/"!r !$'r! "(! r#+!r 6!"

"(!r!. T(# !/(/%! "(! *r')%"#+#"- '$ "(! '%8 *!r'//! / "(! "r)%8

r#+!r (' ') '"(!r#! (+! "' #" $'r "(! #/$'r4"#'/ # 8!-! #/"' "(!

%'4*)"!r " "(! #"r#)"#'/ %!/"!r, "' %r!"! "(! !!/"# '%)4!/" %!

"(! )/'#/6 4/#$!", !$'r! "(! "r)%8 %/ ! )/'!.G!""#/6 "(! #/$'r4"#'/ '/ "(! $r!#6(" (! '$ "#4! ' !/!$#" "(! '%8

4/6!r !%)! (! %/ #r!%" "(! "r)%8 "' "(! r#6(" 6"! $'r )/'#/6.

Dr#+!r /' '/6!r (+! "' #" 2 "' (')r "' )/' "(!#r "r)%8, (#%(

4!/ "(!- %/ 6!" %8 ('4! "(! 4! -. S#/%! r#+!r r! *# - "(!

(')r, / r#+!r ")r/'+!r $'r %rr#!r %/ r!%( 100 *!r%!/", "(# # /

#4*'r"/" !/!$#" $'r r#+!r r!"!/"#'/. I" #4*r'+! %rr#!r *!r$'r4/%!,

!/#/6 $"!r ")r/r')/ "#4!.K)#"- !/(/%!4!/"

>#/4# I/$'"!%( ##/6 )"'4"#'/ -"!4 8!!* "r%8 '$ # '$ #/6

*!%#$#%"#'/ *r'+#! - "(! %)"'4!r.



52/80

S"r#/6!/" "r#/#/6, 5)#"- !/(/%!4!/", '/#/! +!r#$#%"#'/ / +#"#'/,

*!r$'r4/%! "r%8#/6 " >#/4# I/$'"!%( 'r8 "'6!"(!r "' *r'+#!

%'/#"!/", %%)r"!, %'";!$$!%"#+! / r!#! r!)".

Error red)$t#on

>#/4# I/$'"!%( *r'%! !/(/%!4!/" '$"r! (!* !r- !"!%"#'/ '$

%r#"#% " !/"r- !rr'r #"( "(! (#"'r- "r%#/6 -"!4 / 4!6! !r%(

!/6#/!. F'r !4*!, r'/6 !"#/"#'/ r! ') !/ (#*4!/"

"r- / r!)" #/ '" )#/!, (#! / !/"r- #8! (#/4# I/$'"!%( ( "(! '4#/ 8/'!6! /

!*!r"#! "' *r'+#! ')"#'/ "#'r! $'r -')r /!!.

6#/ $r'4 >#/4# I/$'"!%( !";'$;r!! %)"'4!r r!"#'/(#*

4/6!4!/" !r+#%! '$$!r! "' '6#"#% %'4*/#! 'r#!.

Ho-#t-or8

A %rr#!r 4- *#%8 )* $r!#6(" $r'4 4)"#*! (#**!r #/ 4)"#*! '%"#'/, "'

! !#+!r! "' 4/- %'/#6/!! #/ #$$!r!/" '%"#'/. T(! (#**!r (/

"(! $r!#6(" "' "(! r#+!r '$ "(! "r)%8, '/6 #"( "(! # '$ #/6 '/ (#%("(! r#+!r "#%8 )/#5)! *r' ! "(" #"#/6)#(! "(! (#*4!/". T(!

r#+!r %/ "(! # '$ #/6 #/"' "(! 4'#! " "r/4#""!r MDT #/ "(!

"r)%8. T(! " r!%(! "(! %)"'4!r !r+!r #44!#"!-. T(! !r+!r %/

"(! r%'! '$ "(! *r';! '/ "(! BO #46!, (#%( # +! #/ "(!



53/80

"! #"( "(! *r';/)4!r. >#/4# I/$'"!%( !!%)"#+! %%! "(!

%//! BO $r'4 "(! %)"'4!r !r+!r "(r')6( !%)r! +#r") *r#+"!

/!"'r8. T(!- #/*)" "(! " $r'4 "(! %//! BO #/"' *r!%r#!$'r4". T(! !!%"r'/#% BO # +! #/ "(! %)"'4!r "! #"( "(!

"r#!r # 6"(!r! $r'4 "(! MDT / !5)!/%! # 6!/!r"! - "(! !r+!r.

N' "(! (#*4!/" # #!/"#$#! #"( "(! *r' /)4!r. T() "(! E;BO #

6!/!r"!.

T!eBOL:a m#ne of #nformat#on

A %rr#!r 4- %rr- $r!#6(" $'r 100 #$$!r!/" (#**!r / "(!- 4- (+!

#$$!r!/" (r %'*- *r!!/""#'/ '$ "(! BO. T(# "r/%"#'/ *r'%!#/6

!r+#%! *r'+#! - >#/4# I/$'"!%( !/)r! "(" "(! #$$!r!/" **!r

$'r4" r! %'/+!r"! "' / #/"!6r"! #6#"#

BO ' %'/"#/ +#" " "(" %/ ! 4#/! - %'4*/#! "' -#! *!%#$#%

#/$'r4"#'/ )%( : (' 4)%( '$ 4- *r')%" %'" # 4- $r!#6(" %'" Or:

(' 4)%( '! "(# %)"'4!r %'" "' !r+#%! D" $r'4 "(! BO %/ !

%'/+!r"! "' )#/! #/"!#6!/%! "(" # #4*r'+! !$$#%#!/%-, *r')%"#+#"-.

C)tomer re"at#on!#p

C)"'4!r r!"#'/(#* 4/6!4!/";"'" '6#"#% !r+#%!

I" # %r#"#% "(" )#/!! #4*r'+! "(! !$$#%#!/%- '$ "(!#r %'44)/#%"#'/.

S"r!/6"(!/#/6 "(! +)! '$ !%( %)"'4!r %'/"%" # !!/"#

%'4*!"#"'r r! /'" $r !(#/ #"( "(! *%! "!%(/''6- # "8#/6. C)"'4!r

%'/"%" # +#" "' "r!/6"(!/ "(! r/, )# '-"-, ''" *r'$#" /

#/%r!! r!+!/)!.



54/80

>!, " >#/4# I/$'"!%( (+! "8!/ %)"'4!r !r+#%! "' ('! /! !+!

/ '$$!r (#6( "!%( -"!4 / )**'r" #"( (#6( 5)#"- %)"'4!r !r+#%!

**r'%(.A -')r *r"/!r ! "r#+! "' (!* -') #/%r!! %)"'4!r r!"!/"#'/ /

4#4#

%, #/"!6r"! #"( #/"!r%"#+! +'#%! r!*'/! IVR / #/"!r/!" !r+#%!

"' ! -')r !r+#%! / #"#'/ *r')%" "' -')r %)"'4!r.

O)r !r+#%! '$$!r#/6:

In'o)nd erv#$e

>! *r'+#! ")r/8!- -"!4 / )**'r" $'r -')r !r+#%! #8!:

1. Or!r "r%8#/6

2. Or!r $)$#4!/"

3. C"'6 'r!r

. F'r4 *r'%!#/6

?. Cr!#" %r *r'%!#/6

@. >!#"! % %!/"!r )**'r"

7. V'#%! 4# !r+#%!

. S! ! %*")r!

9. Mr8!" r!!r%(



55/80

10. R!!r+"#'/**'#/"4!/" !""#/6

11. C %!/"!r )**'r"

12. I/$'r4"#'/ $)$#4!/"

13. D"! 4/6!4!/"

1. Mr8!"#/6 )**'r"

1?. T!%( )**'r"

1@. H!* !8

Y')r T'" '6#"#% S!r+#%! O)"')r%#/6 B!6#/ H!r!.

O)t'o)nd erv#$e

A %'/"/" #/! '$ %'44)/#%"#'/ # /!%!r- "' $)r"(!r !+!'*

r!"#'/(#* #"( %)"'4!r, %)rr!/" )#/! *r"/!r / *r'*!%"#+!

'/!.

>#/4# I/$'"!%( #4*r'+! -')r r!"#'/(#* #"( -')r %)"'4!r -

*r'+##/6 ""!;'$;"(!;r" "!%(/''6- / !$$#%#!/" *!r'//!, ! #" "' '$$!r

/! *r')%" 'r !r+#%!, )*;!, %r' ! 'r !+!/ 6!/!r"! /! !.

O)r ')"')/ !r+#%! #/%)!:

C)"'4!r %5)##"#'/ Pr')%"!r+#%! !

R!"!/"#'/ %4*#6/

! 6!/!r"#'/



56/80

C)"'4!r !r+#%!

Pr"/!r #"( >#/4# I/$'"!%( $'r %'4*r!(!/#+! '6#"#% 4/6!4!/"

)"'4"#'/ MA '$"r! "(" 4!!" -')r !/;"';!/ '6#"#% /!!.

Internet erv#$e

C)rr!/" r!!r%( !*#%" "(" 4'" %'4*/#! !/!$#" #$ /'" *r'$#" $r'4

$'"!r#/6 !#"#/6 %)"'4!r r!"#'/(#* "(/ $r'4 #4*! #/#+#)

#/"!r%"#'/. I/ "(! 6' 4r8!"*%! #" # - !#!r "' r!"#/ /

!#"#/6 %)"'4!r "(/ "' $#/ /! '/!. T(# # (- #" # !!/"# "'

4#/"#/ "(! !#"! )**'r" !5)"! "' )# %)"'4!r '-"-.

A" >#/4# I/$'"!%( ! %/ (!* -') !#6/ %'" !$$!%"#+! ! )**'r"

-"!4 "(" *r'+#! -')r %)"'4!r #"( "(! ""!/"#'/ "(!- !!r+!.

E$$!%"#+! !#"! 4r8!"#/6

#+! %(" #"( ')r !#%"! r!*r!!/""#+!

#+! !4# r!*'/!

C)"'4#

%(" )""'/, !/"!r /4! / *('/! /)4!r / r! *r'4*"- %'//!%"!

#"( r!*r!!/""#+!. D!*!/#/6 '/ %)"'4!r *r!$!r!/%!, ')r



57/80

r!*r!!/""#+! %/ !#"(!r % %8 " *!%#$#! "#4! 'r !/66! #/ "!" %(".

O)r r!*r!!/""#+! %/ %';r'! #"( -')r %)"'4!r / ' (r! $#!.

>! (+! # -!r '$ !*!r#!/%! #/ "(! ')"')r%#/6 #/)"r-. O)r "r#/! /

!#%"! *!r'//! / ')r !%!!/" #/$r"r)%")r! # "(! *!r$!%" ')"#'/

$'r -')r "'" '6#"#% !r+#%! ')"')r%#/6 r!5)#r!4!/".

Fre#g!t pa%ment pre a)d#t

Fr!#6(" # *r'%!#/6 / *-4!/" !r+#%!

>#/4# I/$'"!%( (!* 3* / 3** "(#r *r"- '6#"#% *r'+#!r /

"(#r *r"- *-4!/" *r'+#!r "' 4/6!, r!+#!, )#" / #)r!

*-4!/" %%)r"!- / #/ "#4!- 4//!r - *r'+##/6 ')"')r%! "

4/6!4!/" / "r/%"#'/ *r'%!#/6 !r+#%! '/#/!.

O)"')r%#/6 $r!#6(" # *r'%!#/6 / *-4!/" +! "#4! / !*!/!

(#! r!)%#/6 !rr'r #8! )*#%"! ##/6, '+!r%(r6!, #/%'rr!%" $r!#6("

r"!, *!/#/6 / #*)"! %#4, / 4'r!.

>#/4# I/$'"!%( *r!!/" *r'+!/ !r+#%! "(" $r!! -')r *!r'//! "' 'r8

'/ "(!#r %'r! %'4*!"!/%!, (#! +#/6 -') "(')/ '$ 'r #/ $r!#6("

# *r'%!#/6.

>#"( >#/4# I/$'"!%( !r+#%!, -') %/

1. S#6/#$#%/"- r!)%! $r!#6(" #/+'#%! *r'%!#/6 %'" %)! -

D)*#%"!#/%'rr!%" ##/6

I/%'rr!%" $r!#6(" r"!

O+!r%(r6!



58/80

2. G!" %)"'4#

O)"')r%! $r!#6(" # *r'%!#/6 !r+#%!

>#/4# I/$'"!%( $'' "r!4#/! *r'%! "' !"r%" " $r'4 "(! #

'$ #/6 / %r!"! %%)r"! $r!#6(" #/+'#%! #/ *r!%r#! $'r4", '/#/!.

>! 4"%( # '$ #/6 "' $r!#6(" #, "(!/ %"!6'r#

6#/" r"! %'/"r%". T(# #/$'r4"#'/ # %*")r! #/ "(! 4"!r "!,

5)#"- %(!%8! / +!r#$#! "(r')6( ')r (#6(- r!#! *r!;*-4!/" )#"

!r+#%!. A$"!r +#"#'/, "(! #/+'#%! r! %!r! $'r *-4!/". O)r *r!;

*-4!/" )#" +! -') "(')/ '$ 'r - *r!+!/"#/6 '+!r*-4!/"

/ '" r!+!/)! )! "' #/%%)r"! #.

O)"')r%! "' >#/4# I/$'"!%( $'r !*!r" / %'4*!"!/" %)"'4!r

r!"#'/(#* 4/6!4!/" !r+#%! %"!r#/6 "' "(! /!! '$ #/"!r/"#'/

'6#"#% %'4*/#!.

C'/"%" ) /'.

O)"')r%! $r!#6(" # *-4!/" *r'%!#/6 !r+#%!

>#/4# I/$'"!%( !/! "(#r *r"- *-4!/" *r'+#!r 3** "' *r'%!

#/+'#%! #- %%'r#/6 "' "(!#r %(!)! / *-4!/" %-%!, 4'"-

"(r')6( !!%"r'/#% $)/ "r/$!r. >! '$$!r *-4!/" *"$'r4 "(" !#+!r(#6( +')4!, ' %'" "r/%"#'/ *r'%!#/6. >! !/)r! =)" #/ "#4!

*-4!/" "' -')r %rr#!r, ' "(" -')r $)/ r! 4/6! '*"#4- (#!

*-4!/" r! /'" !-!.



59/80

O)r *'";*-4!/" )#" / r"! /-# ")#! *r'+#! -"!4"#%

r!+#! '$ *# $r!#6(" # 'r +!/'r #/+'#%!. T(!! ")#! '$ # 4'/"(

'r"( '$ $r!#6(" # -#! (#6(- r!+!#/6 " "(" # (!* -') /!6'"#"!!""!r r"! %'/"r%", !!%" "(! r#6(" %rr#!r / '*"#4#

')r *!r$'r4/%! "(" ! %(r6! *!r%!/"6!;! %'44##'/ '/ "(!

$)/ -') %")- r!%'+!r r!$)/ $r'4 "(! %rr#!r

C'44)/#%"#'/

BPO & O)"')r%!

C)"'4!r r'8!r6! !r+#%!

H!"(%r! !r+#%!

M!#% "r/%r#*"#'/

M!#% ##/6 & %'#/6

T!! r#''6- !r+#%!

F#//%# !r+#%!

Tr/*'r""#'/

M'r"66! !r+#%!

Corporate B"og>(- ')"')r%!

H+! -') !+!r '/!r! (- 'r6/#


60/80

*r'%!!.

I/%r!! *r')%"#+#"-, %'44#"4!/" / *r'$#" #/ /'/ %'r! )#/!

*r'%!!

C(/6! $#! %'" #/"' +r#! %'"

Gr!"!r %'/"r' '$ -')r )6!"

A%%! "' /! 4r8!" / )#/! '**'r")/#"#! "(r')6( -')r

')"')r%#/6 *r"/!r /!"'r8

I4*r'+! -')r r#8 4/6!4!/"

'!r %'" !%)! '$ !%'/'4#! '$ %!

M'r! "#4! "' *!/ '/ %'r! )#/! $)/%"#'/

A%%! "' /! / #//'+"#+! #! ')" *!r$'r4#/6 -')r !r+#%!

$r'4 -')r '$$('r! *r"/!r

O**'r")/#"#! "' 6!/!r"! %( - "r/$!rr#/6 !" "' "(! '$$('r!

*r'+#!r

I4*r'+! )#/! #46! / %r!###"- - '%#"#/6 #"( )*!r#'r

!r+#%! *r'+#!r

I/%r!! $!###"- / ##"- "' 4!!" %(/6#/6 4r8!" %'/#"#'/

A%%! "' !r+#%! !#+!r! "' -') #"(#/ -')r !#/!

S+! 4'r! - /'" #/+!"#/6 #/ !*!/#+! '$"r!, "!%(/''6- /

#/$r"r)%")r!



61/80

! !*!/!/%- '/ #/;(')! !4*'-!!

I4*r'+!4!/" #/ #/"!r/ 4/6!4!/"

H#6(!r 5)#"- '$ *r')%" / !r+#%!

Gr!"!r !%)r#"-, %'/$#!/"##"- / )#/! %'/"#/)#"-

D' -') 8/' '$ /- '"(!r r!'/ (- %'4*/#! %(''! "' ')"')r%! I$

', *!! !+! %'44!/". Fr!! "' %'/"%" ) " #/$'>#/4#

I/$'"!%(.%'4.

O)to)r$#ng data entr% erv#$e $an 'e prof#ta'"e for %o)r ')#ne

I -')r 'r6/#


62/80

"' *!/ '" '$ 4'/!- / (#r! 4'r! r!')r%!. O)"')r%#/6 " !/"r#!

!r+#%! '/ "(! '"(!r (/ %/ 6#+! -') %%! "' 27 " !/"r- !r+#%!

" /'4#/ %'".

?. B- ')"')r%#/6 " !/"r- 'r8 "' / '$$('r! *r'+#!r, -') # /'"

(+! "' 4/6! /-"(#/6 r!"! "' "(! 'r8, ' ')"')r%#/6 %/ $r!! -')

$r'4 4/6!4!/" (!%(! !+!r-"(#/6 # ! "8!/ %r! '$ - -')r

')"')r%#/6 *r"/!r.

@. >(#! !""! $'r !%'/;!", (!/ -') %/ 6!" %%! "' *!%##

!r+#%!. I$ " !/"r- # /'" -')r %'r! %'4*!"!/%-, -') 4#6(" ! /'"

6!""#/6 !*!r" " !/"r- 'r8 *!r$'r4!. B)" #$ -') ')"')r%! -')r "

!/"r- !r+#%! "' / !*!r", -') %/ 6!" %%! "' *!%##

Y')r ')"')r%#/6 *r'+#!r # (+! !*!r"#! #/ "(! $#! '$ " !/"r- /

%/ "(!r!$'r! *r'+#! -') #"( %%)r"! 'r8.

7. I" %/ 6!" "!#') "' 4/6! r6! +')4! '$ " #/;(')! / -')

4#6(" /'" (+! r6! "$$ "' (/! r6! 4')/" '$ ". I/ )%(

%!, ')"')r%#/6 " !/"r- !r+#%! %/ ! 6'' #! -')r '$$('r!

" !/"r- *r'+#!r # ! ! "' (/! r6! +')4! '$ ".

. O)"')r%#/6 /'/;%'r! *r'%! #8! " !/"r- !r+#%! %/ 6#+! -')

4'r! "#4! "' %'/%!/"r"! '/ -')r %'r! )#/! *r'%!!. T(# # r#/6

')" / #/%r!! #/ *r')%"#+#"- #/ '"( -')r %'r! / /'/;%'r! %"#+#"#!.

C/ -') "(#/8 '$ /- '"(!r r!'/ "(" ') 48! ')"')r%#/6 " !/"r-

!r+#%! *r'$#"! '*"#'/ P!! (r! -')r "(')6(". A/ $r!! "'

%'/"%" ) " #/$'>#/4# I/$'"!%(.%'4.

Top 32 reaon to o)to)r$#ng

Ar! -') )/)r! ')" ')"')r%#/6 R! "(! $''#/6 "'* 10 r!'/ "'



63/80

')"')r%! / 6!" %'/+#/%! ')" ')"')r%#/6.

1. ' '*!r"#'/ %'"

2. I/%r!! $'%) '/ -')r %'r! )#/! $)/%"#'/

3. A%%! "' 6' 8/'!6!!

. I/"!r/ r!')r%! %/ ! $'r %'r! )#/! *r'%!!

?. A%%! "' 8#! r!')r%! / (!/ r!5)#r!

@. A%%! "' 5)#"- !r+#%! (#! +#/6 '/ %'"

7. G#/ /! 4r8!" r!

. G!" "(! !/!$#" '$ r!;!/6#/!!r#/6

9. M#"#6"! r#8 #"( ')"')r%#/6

10. S+! '/ #/+!"#/6 #/ #/$r"r)%")r!, 4/*'!r & "!%(/''6-

I ('*! "(! "'* 10 r!'/ "' ')"')r%! (+! %'/+#/%! -') ')"

')"')r%#/6. D' -') 8/' '$ /- '"(!r 6'' r!'/ "' ')"')r%! D' !+!

%'44!/". C(''! "' ')"')r%! "'- / 6#+! -')r 'r6/#(#"! **!r r#""!/ '/ /!

"r"!6- -') #4*!4!/"! 'r *r')%" -')r %'4*/- )/%(! %/ *r'+!



64/80

"' ! 6r!" !" $'r -')r %'4*/-. T(! +!r- *r'%! '$ r#"#/6 (#"!

**!r 4- r#/6 -')r $'%) %8 '/ / #4*'r"/" !+!/" / r!4#/ -')

*!r(* '$ %"#'/ "(" # $)r"(!r +)! "' -')r %'4*/-. >("

4'r!, (#"! **!r *)#(! - %'4*/- #"( / '/#/! *r!!/%! #

""r%" 4'r! %)"'4!r. A 6''6! !r%( $'r W(#"! **!r "(r' )* ?00

4##'/ #"! $'r -') "' r'! "(r')6(X T(" # (' *'*)r (#"! **!r

r!.

H+#/6 # "(", #" # /'" !- "' %r!"! (#"! **!r "(" !#+!r "("

+)!. F'r '/!, "r/"#/6 8/'!6! #/"' !;%r$"! /'"! r!5)#r!

#!r '! '$ *!%##

>#/4# I/$'"!%( %*")r! #"#'/ r!5)#r!4!/" "(r')6(

*!%#- !#6/! 5)!"#'//#r!

>#/4# I/$'"!%( !!%" "(! !" "!4 $'r "(! #6/4!/" / $#r4

)* "(! "#4! #/!

>#/4# I/$'"!%( !/ -') "(! $#r" r$", $''! - "(! $#/

+!r#'/ ! !+!/ )**'r" r#/"'r4#/6 !!r%#! "' %(''! "'*#%



65/80

$'r "(! (#"! **!r. T' r')/ '$$ "(! !r+#%! '$$!r#/6, ! '

*r'+#! !#6/ !r+#%! "' (!* -') r#/6 ')" (#"! **!r r!-

$'r *)#(#/6 '/ -')r !#"!.Cae St)d%

R! "(! $''#/6 %! ")#! "' !! (' >#/4# I/$'"!%( !r+#%!

*!r$'r4! %r' #$$!r!/" #/)"r#!.

,rov#de t#er 3 )pport>#/4# I/$'"!%( '$$!r! #" % %!/"!r ')"')r%#/6 !r+#%! "' *r'+#! "#!r

1 )**'r" "' #" %#!/" %)"'4!r %r' "(! A#;P%#$#% r!6#'/ '/ #" 8!-*r')%".

T!e $"#ent

O)r %#!/" # !!r #/ '$$!r#/6 5)#"- / 'r8$'r%! 4/6!4!/"

'$"r! $'r "(! % %!/"!r #/)"r-

"(! 'r8$'r%! $'r4 "(! (!r"!" '$ /- % %!/"!r. M/6#/6 "(# *r#

*'!#'/ %') ! '/! '$ "(! 4'" #4*'r"/" "8 $'r /- %'4*/-. I" #

#4*'r"/" "' 4#/"#/ %'r# -!" *r'$!#'/ "4'*(!r! "' 4#/"#/

(#6( !+! '$ 5)#"- / *r')%"#+#"-. >'r8$'r%! 4/6!4!/" (!* 6!"

"(! 4#4)4 ')" '$ ()4/ %*#" !$$#%#!/"- / r!6)r-. U#/6 ')r

%)"'4#

%!/"!r !r+#%! "(! %#!/" ''8#/6 $'r. O)r )"'4"! 6!/" (!r!/%!

-"!4 #$$!r!/"#"! "#4! '" $'r 4)"#")! '$ "!4 / +r#')

6!/r! '$ 'r8 *r'+##/6 / +/%! % %!/"!r 'r8$'r%! 4/6!4!/"

')"#'/.

T!e $!a""enge

T(! %'*! '$ 'r8 r!5)#r! "(! >#/4# I/$'"!%( "!4 "' *r'+#! "#!r 1

)**'r" "' "(! %#!/" %)"'4!r %r' "(! *% #;*%#$#% r!6#'/ '/



66/80

#" 8!- *r')%". D)! "' "(! +" !*/! '$ "(! r!6#'/ / "(! +r#')

!r+#%! ')r %#!/" '$$!r!, #" #$$#%)" "' 4/)- *!r$'r4 "(!

'r8$'r%! 4/6!4!/" 5)#%8- / !$$#%#!/"- "' 4#/"#/ 5)#"-

"/r.

>#/4# I/$'"!%( )! #" )"'4"! '$"r! "' !" "(! r!5)#r! %

%!/"!r 'r8$'r%! 4/6!4!/" '/ "(! r#6(" *"(. I" #/+'+! (r

4#/#"r"#'/, *-r' & !/!$#", "#4! & ""!//%!, %r!!r & )%%!#'/

*//#/6, "!/" 4/6!4!/" /'r **#%/" "r%8#/6, !r/#/6

4/6!4!/" /'r "r#/#/6 4/6!4!/", *!r$'r4/%! 4/6!4!/" /

' 48#/6 #" %*! '$ (/#/6 #4)"/!') %(!)#/6, $'r!%"#/6

/ r!*'r"#/6 - /)4!r') *!'*!.

T!e o")t#on

>#/4# I/$'"!%( !%#! "' r!'+! "(! *r'!4 - '*!r"#/6 )#/6 '"

)#;'*!r"!;"r/$!r 4'! (#%( #/%)! "(! $''#/6 *!%":

A r#6'r') *r'%! '$ r!%r)#"4!/" '$ "!4 '$ !/6#/!!r

I/"!/#+! "r#/#/6 $'r 4)"#;%)")r **r'%( "' (/! %)"'4!r

%r' "(! *% r!6#'/

E/6#/!!r !r! ' !%)#+!- "r#/! - "(! %#!/" "' +'#

%'/$#%"#/6 *r'%! 4!"('''6#!

A/ #/"!6r"#'/ #"( "(! %#!/" r!*'r"#/6 -"!4 #4! " #6/#/6

*r'%!! " >#/4# I/$'"!%(

O)r % ""#"#% )r*! "('! '$ '"(!r % %!/"!r !r+#%! *r'+#!r.



67/80

B!#/6 "(! !" " *r'+##/6 %)"'4!r )**'r" !r+#%!, ')r *!r$'r4/%!

!r! ! '+! "(! %#!/" !*!%"! r!)".

Ca"" tat#t#$

C"#ent

'en$!mar8

+#ndm#""

Infote$!performan$e

A/'/! % ? ! "(/ 3

A+!r6! *!!

'$ /!r10 !%'/ !%'/

A+!r6! %! '*!/

*!r r!')r%!11 9

C! '*!/ $'r 4'r!

"(/ ? -2? 23

T!e re)"t

>#/4# I/$'"!%( ( %rr#! ')" 4'r! "(/ 100 )*6r! 6'- "# "!

/ !*!%" "' %(#!+! " !" ')! #/ "(! /!" $! 4'/"( *r'+#!

"#4!- ')"#'/ "' ')r %#!/" r!5)#r!4!/". T(! '" 4'! 'r8!



68/80

%%'r#/6 "' "(! %)"'4!r !4/ / ')r !/6#/!!r (+! "8!/ '+!r

$#! %"#+#"#! (#! 4#/"#/#/6 %)"'4!r "#$%"#'/ "(! *r#4r-

4'"#+!. T(! %#!/" /'" '/- +! '/ "#4! / 4'/!-, )" ' '/ +)!#/$r"r)%")r!

>#/4# I/$'"!%( ( /' $#r4- %!4!/"! #" *%! 4'/6 "(! !#/6 %

%!/"!r %)"'4!r )**'r" !r+#%! *r'+#!r / '$$!r 'r8$'r%!

4/6!4!/" $'r !+!r !#/6 % %!/"!r ''8#/6 "' ')"')r%! "(!#r

*r'%! r!5)#r!4!/". S+! '/ "#4! / 4'/!-. F'r /- 5)!r#! r!6r#/6

-')r % %!/"!r %)"'4!r )**'r" !r+#%! /!!, *!! $# #/ "(! #/5)#r-

$'r4 / ')r %#!/" !/66!4!/" "!4 # %'/"%" -') #"(#/ 2 (')r.

S$ope of t!e proe$t

T(! *#'" %'/)%"! #"( ?0 #/"!r+#!. T(! $) *r'=!%" #/+'+!

%! )* "' 20,000 *(-#%#/ / )#/! 4/6!r. T(! )=!%" !r!

#/"!r+#!! "' !"!r4#/! "(!#r *r!$!r!/%! $'r r!$!rr 4/6!4!/" #"(

r!6r "' (!"( #/)r/%! */.

T!e approa$!

A 1? 4#/)"! )r+!- %'/)%"! #"( 1 5)!"#'/ / 8#* *""!r/. 3?

#/"!r+#!!r %'/)%"! "(! )r+!- / (#*!r %'%(#/6 *r'+#!.

D!#%"! 5% 6!/" %r';%(!%8! +'#%! & " %r!!/ r!%'r

T!e re)"t +e de"#vered 73= $onver#on a aga#nt t!e $"#ent?

e(pe$tat#on of 2=.

O)r +)! #"#'/:

I/"!r+#! %r!!/ %r!"! )#/6 *r'*r#!"r- *r'%!!

100 '$ +'#%! & " %r!!/ %*")r!



69/80

C'4*!"! 2 !!8 (! '$ %(!)!

O+!r 99 %%)r%-

T!eme par8 * $)tomer at#fa$t#on t)d%

I/ )r+!- '$ %)"'4!r '$ r6! "(!4! *r8 "' !"!r4#/! "#$%"#'/

/ !*!%""#'/, fo)r reear$! proe$t !r! %rr#! ')" $'r #$$!r!/"

*r')%". T(! "'" 4*! #

T!e approa$!

E%( '$ "(! )r+!- *r'=!%" $!")r! 1?;20 4#/)"! #/"!r+#! #"( 8#*

*""!r/.

1? #/"!r+#!!r !r! 6#+!/ %'/"!") "r#/#/6 )#/6 +#!' $#! '$ "(! *r8,

"(! %") 5)!"#'//#r! / !"# '$ "(! *r'=!%". D!#%"! 5% 6!/"

%r';%(!%8! +'#%! & " %r!!/ r!%'r.

T!e re)"t

C"#ent e(pe$ted 2= $onver#on& -e de"#vered 79=. T(! *r'=!%"

%'4*!"! (! '$ "#4! / #"(#/ )6!", #"( $ot av#ng of

32&222 $'r "(! %#!/" %'4*r! "' ) ! %"# %!/"!r.

O)r va")e add#t#on:

O+!r 99 %%)r%-

100 '$ +'#%! & " %r!!/ %*")r!

R!4'"! +#!;#/ / #"!/;#/ *r'+#! "' %#!/"

I/"!r+#! %r!!/ %r!"! )#/6 *r'*r#!"r- *r'%!!

F'r %'4*r!(!/#+! !%r#*"#'/ '$ ')r %"# !r+#%!,



70/80

Career

+or8 $)"t)re at +#ndm#"" Infote$!

>'r8 %)")r! " +#ndm#"" Infote$!# r!- **r'*r#"! $'r "(! #/"!r/ &

!"!r/ *!'*!. Y') /" "' !r/, 6r' / (+! $)/ " "(! 4! "#4!

" *%! (!r! -')r #! r! +)! - r!#/6 "(# '%. +#ndm#""

Infote$!# *%! (!r! -') %/ "(#/8 )/')/ 6!/" ')";'$;"(!



71/80

;' / 6!" "(! %(/%! "' (r! -')r #! "(! - -') !/+##'/!. I"

' *%! (!r! -') r! %'4*!"!- %%')/"! $'r -')r 'r8. A"



72/80

+#ndm#"" Infote$!, )#/! # ')" *!'*!. P!'*! #"( #6 r!4

/ #6 +##'/, *!'*! #"( *#'/ "' 48! "(!#r r!4 %'4! r!.

B!%)! ! "r"! )* #"( )/%( '$ *!'*! =)" #8! "(". A/ !+!6r'/ *!%"%)r- !%)! '$ "(!

!"r 4#! "' $#/ *!'*! #8! "(!!. >!r! ''8#/6 $'r "(" !"r '4!"(#/6

"(" $#r! *!'*! $r'4 !!* '/ #"(#/, "' ! "(" "(!- %/ !. P!'*!

(' '/" =)" J$#" "(! =' !%r#*"#'/J )" ;";r;!;";%;( "(! #4#". >! #8!

"' $'':

1. F)/;$#! 'r8#/6 !/+#r'/4!/"2. T!4 )##/6 %"#+#"#!

3. R!6)r #/"!r%"#'/ #"(')" 6' %)"'4!r

. >! !/%')r6! %r!"#+#"- / '*!//!

?. >! !/%')r6! !4*'-!! "' ! "(!4!+!



73/80

,rope$t OF a )$$ef)" CALL CENTER INDUSTR #n

Bang"ade!

B/6!( # $4') $'r #" ('*#"! **r'%( / "(! -')"( r!$!%" "(#

5)#"- 5)#"! )*!r-. T(! '+!r )#/! !%"'r r! " "(!#r *r#4!

"r/$'r4"#'/ "' *)r!- %)"'4!r 'r#!/"! 4r8!". >#"( $r!( 4#/,

!/!r6- / !/"()#4 "(!- r! ! %*! '$ )##/6 "(!#r '/ !"#/-

/ ""r%" "(! ""!/"#'/ '$ "(! $'r!#6/ #/+!"'r. T(! -')/6 6!/!r"#'/

!#/6 !! - "(! 4'!r/ !)%"#'/ / %'44)/#%"#'/ "!%(/''6- %/

*r!!/" "(!4!+! "' "(! 6' )#!/%! 6' *r'$!#'/ (#%( $)$#

4)%( '$ "(! !4/ '$ #/"!r/"#'/ % %!/"r! #/$r"r)%")r!.

T(! -')/6 4#/ '$ B/6!( %/ '$$!r 4'r! "(/ =)" %'" !$$!%"#+! %

%!/"r! ')"#'/. T(!- %/ #/+!/" /! *r'%!!, !#+!r 5)#"- !r+#%! /

!/)r! '*"#4)4 *!r$'r4/%!. T(')/ '$ 6r)"! %'4#/6 ')" '$ "(!

)/#+!r#"#! !+!r- -!r %/ $#/ #" r!#! / ""r%"#+! ')r%! '$ !r/#/6

/ !+!/ !+!'* *r'4##/6 $)")r! %r!!r. G' !%'/'4#% r!%!#'/ (



74/80

%)! )#/! !*!%#- #/ "(! !"!r/ 'r "' ! 4'r! %'/!r+"#+! #/

"(!#r '*!r"#'/ #/+!"4!/". O/ "(! '"(!r (/ %'4*!"#"#+! / %(!/6#/6

4r8!" !/+#r'/4!/" !4/ "(! $%##"#! "' ! *r'+#! / 4#/"#/!

#/ 'r!r "' !/)r! '*"#4)4 !r+#%! !$$#%#!/%-. I/ )%( #")"#'/ 4/-

%'4*/#! r! $#/#/6 #" 4'r! !/#! "' ')"')r%! "(!#r )#/! *r'%!!

4#/- "(! % %!/"r! !r+#%! #/ "(#r 'r %')/"r#! (!r! '*!r"#'/ %'"

# %(!*!r !%)! '$ +###"- '$ ()4/ r!')r%!.

Reear$! O'e$t#ve: 4p)rpoe of t!e t)d%5:

T(! -')/6 4#/ '$ B/6!( %/ '$$!r 4'r! "(/ =)" %'" !$$!%"#+! % %!/"r!

')"#'/. T(!- %/ #/+!/" /! *r'%!!, !#+!r 5)#"- !r+#%! / !/)r!

'*"#4)4 *!r$'r4/%!

G' !%'/'4#% r!%!#'/ ( %)! )#/! !*!%#- #/ "(! !"!r/ 'r "'

! 4'r! %'/!r+"#+! #/ "(!#r '*!r"#'/ #/+!"4!/". O/ "(! '"(!r (/

%'4*!"#"#+! / %(!/6#/6 4r8!" !/+#r'/4!/" !4/ "(! $%##"#! "' !

*r'+#! / 4#/"#/! #/ 'r!r "' !/)r! '*"#4)4 !r+#%! !$$#%#!/%-. I/ )%(#")"#'/ 4/- %'4*/#! r! $#/#/6 #" 4'r! !/#! "' ')"')r%! "(!#r )#/!

*r'%!! 4#/- "(! % %!/"r! !r+#%! #/ "(#r 'r %')/"r#! (!r! '*!r"#'/

%'" # %(!*!r !%)! '$ +###"- '$ ()4/ r!')r%!.



75/80

Data Co""e$t#on: I" !%4! r!- #$$#%)" "' %'!%" "(# 8#/ '$

#/$'r4"#'/. B)" "# ! r! ! "' ' #". P!! !! "(! !' "(! #"

(!r! ! r! %'!%"#/6 "(! " r!6r#/6 ')r !r+#%!.

1. B'r(/ U#/ A(4!;RF B)#!r

2. M. Ar#$ (/;Tr/%'4 M'#! "

3. S((#/''r A(4!;A(#-/ C#"-

. MD T')$#5;R'#

?. H/ M!(!#;S4)/6

@. S-! S($#5) H/;A+r#"!%( B/6!( "

Met!odo"og%

I/ 'r!r "' ""#/ "(! #4 '$ "(! ")- I # )! '"( "(! 5)#""#+! /

5)/"#""#+! 4!"('. R!!r%( !#6/ / 4!"(' '$ "(# ")- #

#/%)! " ')r%!, 4*! !#6/, 4*! !!%"#'/, 5)!"#'//#r! !#6/,

5)!"#'//#r! )r+!-, #/"!r+#! / " %'!%"#'/, / " /-#. T(!

!"# r! $''.

T' %rr- ')" "(! *r'*'! ")-, I # )"##

" ')r%!.



76/80

# Pri"ar( Data Source#:F'r "(! *r'*'! ")-, I # #/"!r+#!

'4! '$$#%# '$ #/4# #/ 'r!r "' 6!" "(! #/$'r4"#'/

r!6r#/6 "(! *r')%" / "(!#r *r'%!!#/6.

## Secon)ar( Data Source#:I # %'!%" "(! #/"!r/ !%'/r-

" $r'4 "(! /8 #"!$. E"!r/ !%'/r- " # !

%'!%"! $r'4 "(! !#"! / r"#%!.

### A$"!r %'!%"#/6 ", I # $'' %'4*r!(!/#+! %r!!/#/6

*r'%!. I # 'r" ')" #/%'4*!"! / #! " / #

!!"! $r'4 "(! " /8. I # )! '"( !%r#*"#+! /

#/$!r!/"# ""#"#% #/ "(! /-#. T' *r'+! "(! (-*'"(!#, I

# )! %r' ")"#'/ "' /-

! #/ !!8#/6 /!r "' "(! r!!r%( 5)!"#'/ '$ "(!

r!!r%(.

Samp"e S#/ )44r#


77/80

Samp"e Te$!n#)e: I/ "(# *r'*' ! (+! )! "(! =)64!/"

"!%(/#5)!. B!%)! "('! '$ 4- %#!/" r! 4! %'44!/" ! '/

"(!#r =)64!/".

L#m#tat#on:

S#/%! "(! r!*'r" ( "' ! 4! *r! "' '"(!r '$$#%! 'r8 #"(#/

"(r!! 4'/"(, "#4! 4#6(" ! 4='r %'/"r#/" #/ %%)4)"#/6

'r" '$ #/$'r4"#'/ #/ / 'r6/#

! $%! )r#/6 "(! %'/)%" '$ "(# ")-. E+!r- 'r6/#


78/80

B! '/ )r+!-, Fr'" / S)#+/ I/%, R!!r%( C'4*/- IDC *r!#%" "(" "(!

% %!/"r! )#/! # 6r' - USL1.2 ##'/ #/ 2009 "' '+!r L.0 ##'/ #/ $')r

-!r #/ S')"( A#. B- "8#/6 #" (r!, B/6!( # r!- "' "8! "(! %(!/6!

'$ %(/6#/6 #" "r#"#'/ #46! "' !%'4! #/$'r4"#'/;"!%(/''6- 'r#!/"!. T(!

'r8!r '$ B/6!( *r'+#! 4/) 'r '%- / 6'-. B/6!( # /'

%*! !/')6( "' *r'+#! 8/'!6!;! !r+#%!. E/"r!*r!/!)r / "(! -')/6,

(' r! *r'$#%#!/" #/ *!8#/6 E/6#(, r! ('#/6 #/"!r!" #/ % %!/"!r "r#/#/6

B/6!( ( "(! *'"!/"# "' !%'4! *r#4! ')"')r%#/6 !"#/"#'/ $'r

n)m'er of reaon:

Lo- $ot: A "(! 'r %'" #/ '"(!r A#/ %')/"r#! # r##/6, B/6!( # r!-

"' "8! "(! '**'r")/#"-. T(! 4'" '+#') %'4*!"#"#+! "r!/6"( $'r B/6!( #

$$'r! r- $'r *r'6r44!r / '"(!r "!%(/#% / /'/;"!%(/#% r!')r%!.

E*!r#!/%! '$"r! !+!'*!r r! +#! " r#! !' L700 *!r 4'/"(.

E/"r- !+! %'4*)"!r %#!/%! 6r)"!, ! /'/ "!%(/#% 8#! r!')r%!

%'" #6/#$#%/"- !. T(! (#6(!" *- #/ "(! *)#% !%"'r #/ B/6!( # T8

23,000 'r ')" L 32? *!r 4'/"(. A/- %')/"r- #"( / //) r- !'

L1?,000 # %'/#!r! "' ! !"r!4!- %'4*!"#"#+! (!/ #" %'4! "' '$$ ('r#/6 /+!r- $! %')/"r#! #/ "(! 'r %/ 4"%( B/6!( #/ "(# r!6r.

Ava#"a'#"#t% of !#g! )a"#t% reo)r$e: A #! r/6! '$ ""#"#% '/ "(! /)4!r

'$ IT *r'$!#'/ #/ B/6!( # +#!. I$ ! "8! / +!r6!, "(! /)4!r

') %'4! "' r')/ 100,000. C'4*)"!r S%#!/%! / E/6#/!!r#/6 ")!/" $r'4

B/6!( (+! *!r$'r4! r##/"- #/ #/"!r/"#'/ *r'6r44#/6 %'4*!"#"#'/. A

r6! /)4!r '$ ')r 6r)"! (+! !!/ r!%r)#"! - r!/'/! ICT %'4*/#!

'+!r "(! 'r. T(! )/#+!r#"#!, %'!6! / +'%"#'/ #/"#")"#'/ #/ B/6!(r! *)4*#/6 ')" r6! /)4!r '$ E/6#( *r'$#%#!/" 6r)"! #/ #%#*#/!,

#/%)#/6 )#/! / "!%(/#% $#!, "' )**'r" '$$ ('r#/6 '$ /'/ IT !r+#%!.

Comm)n#$at#on: >(!/ #" %'4! "' %%!/", B/6!( # #/ 4'r! +/"6!')

*'#"#'/ %'4*r! "' "(! '"(!r /"#'/ #/ "(! r!6#'/. S")#! (' "(" -')/6



79/80

B/6!(# !r! 4'r! r!%!*"#+! "' "r#/#/6 / %/ !""!r *" "' Br#"#( 'r

A4!r#%/ %%!/".

Advantage of T#me d#fferen$e: T#4! "(! +###"- '$ 8#! r!')r%! " / $$'r! %'". A/ "(" *r!%#!- (!r!

B/6!( ( / !6! '+!r 4'" '$ "(! '"(!r %')/"r#! #/ "(! 'r. T(# !%"'r

# /' #!- *'#"#'/! $'r "8!;'$$.

C"#ent> Informat#on



80/80

and few more.

Intership Report New

Documents

Transcript of Intership Report New