ABOUT SAPS XL TECHNOLOGIES

Introduction

Contact Center which develops and delivers end-to-end Outsourcing solutions.

Partners clients globally to optimize their processes at lower cost.

Process optimization and engineering without end user impact thus increasing revenue.

LOCATION

ORIGIN & JOURNEY Incorporated in September, 2010 with its headquarters in

Kolkata, India. Company is a Private Ltd. Company headed functionally and

strategically by the Director. One stop solution as a III Party Service Provider to all global

clients for business process outsourcing. Currently one of the fasting growing centers in terms of

revenue, client base and employee count. Current client bases in US, UK and Australia.

CORPORATE PROFILEMission Statement

Create an environment of optimal production levels balancing both quality and quantity.

Strive for continuous process improvement and engineering through strong people and infrastructure processes of industry standards.

Create a symbiotic relation between clients and self to ensure continued business and revenue growth for both.

CORPORATE PROFILECore Values

Integrity and ethical dealings in all business processes . Transparency across all levels including internal and external

clients. Respect for individual. Informed and speed decision making targeting positive

business trend. Seamless function and roles across organisation.

CORPORATE PROFILECore Competencies

Telemarketing of various products across global markets. Customer Care and Technical Support Helpdesk with

seamless CRM integration. Internet Leads marketing and customer acquisition. Seamless migration of complex processes and transfer of

knowledge base. Best in class contact center to handle high quality processes

thus minimizing costs through efficient management.

KEY DECISION MAKERSManagement Team

Name Title Experience - BPO

Advocacy Position

Business Relation

Mr Amit Chakraborty Director 10 Years StrategicInternal and

External Clients

Mr Dipendra Pradhan Center Manager 9 YearsStrategic &

Internal Salesperson

Internal and External Clients

Mr Seshadri Joddar Sr Operations Manager 7 years

Internal Salesperson

& CoachInternal Clients

Operations and support function teams

(Total)  25 years Execution &

Coach Internal Clients

TOTAL WORKYEARS OF EXP Over 50 Man Years

OUTSOURCING SOLUTIONSInbound Services

Answering Service

Help Desk Service

Customer Service

Enquiry Service

Order Taking Service

Email Support

Chat Support

Outbound Services Back Office Services

Appointment Setting

Cross & Up selling

Cold Call Selling

Research & Surveys

Lead Generation

Outbound Technical Support

Inbound Sales

Order processing

Billing Services

Web Marketing

INFRASTRUCTURE

Designed and managed as a world class facility. Seamless scalability in terms of volume, seats and manpower

without any impact in existing business. Redundancy for all support systems. Redundant power, water and fire systems. 1:1 Disaster Recovery Plans rehearsed and audited

periodically. Tested Business Continuity Plans.

TECHNOLOGY Internally managed DNC Server, Database Server, File Server, FTP

Server, Proxy Server and CTI Server from trusted world class partners like Dell and IBM.

LAN connection all computers with access control per employee levels with high-end CISCO Router & CISCO Switches for data security protected by Firewall and Antivirus.

Digital Voice gateways. Sonicwall firewall protection. 6 MBPS leased line dedicated circuit with back up circuit. Multiple ISP’s and Voice Carriers for stability and maximum uptime. FTC compliant Touchstar hard dialer with various reporting, recording,

monitoring and coaching features including predictive, preview, blended dialing capabilities.

Primary Power Source Generator back up and UPS Network center.

NETWORK DIAGRAM

BUSINESS DELIVERY

Business Case Analysis

• Preliminary Process Mapping

• Manpower Requirement

• Tech/Telecom feasibility

• Cost Benefit Analysis and Pricing

• Assumptions and Risk Analysis

• Compliance issues• Migration plan

• Process Definition

• Project Plan• Training Plan• Communication

Plan• Detailed Process

Mapping• Setting

Benchmarks• SOP’s• Pilot Monitoring• Technology sign

off• SLA sign off

Preliminary analysis to identify the areas for outsourcing.

• Day to day operation of the process in India

• Monitoring the process on the basis of the critical benchmarks agreed on with the Customer

• Business as Usual

• Inherent to our migration methodology is an assessment of potential inefficiencies• Our migration methodology has been successfully deployed across various programs from various industries.•The rigor and zero deviation of migration plan ensures smooth service delivery

Solution Designing

Process Migration

Process Migration

HUMAN RESOURCESRecruitment

All callers hired are high school graduates and above. We target and achieve a hiring ratio between experienced

callers to fresher which are program specific. Supervisory, Support and Management staff is hired targeting

the role and function with us considering his/her previous experience in similar environment.

Multi level interviews. Program specific customized hiring wherein process centric

skill sets tested.

HUMAN RESOURCESReward, Recognition & Retention – 3R

Multi level Incentive programs aligning to SLA’s and productivity.

Bonus for impeccable attendance records and length of service to the company.

Continuous feedback through various functions for job role improvement and career growth.

Regular IJP hiring for lateral and vertical positions. Job role specific training programs and seminars to be

attended to polish current skills and learn new ones. Personal Development Plan (PDP) to all employees by Line

Managers and HR.

TRAINING & COACHING

PATH SO FARProgram Experience

Cross Selling & Up selling. Trials and Memberships. Lead Generation. Debt Management. Technical Support Outbound Technical Support Helpdesk Email Technical Support Appointment Setting Telecom

LAST QUARTER AT A GLANCE

Outbound Contact Traffic - Q3 2011-2012

9360001056000

1352000

0

200000

400000

600000

800000

1000000

1200000

1400000

1600000

Oct-11 Nov-11 Dec-11

Con

tact

Vol

OUTBOUND TRAFFIC

LAST QUARTER AT A GLANCE

Inbound Contact Traffic - Q3 2011-2012

400

684

852

136219 175

0100200300400500600700800900

Oct-11 Nov-11 Dec-11

Con

tact

Vol

Inbound Calls

Emails

INBOUND TRAFFIC

LAST QUARTER AT A GLANCE

Manpower & Revenue - Q3 2011-2012

16.93% 19.67% 17.01%

88.24%

53.13%

72.73%

0.00%10.00%20.00%30.00%40.00%50.00%60.00%70.00%80.00%90.00%

100.00%

Oct-11 Nov-11 Dec-11

% V

aria

nce

RevenueIncreaseVS LastMonth

ManpowerIncreaseVS LastMonth

MANPOWER & REVENUE TRENDS

WHY SAPS XL TECHNOLOGIES

Adding Value & Satisfaction To End Customers

CapacityFor Growth &

Scalability

Competitive Cost Advantage with

cutting edge technology

Seamless Migration & Process Delivery

Help us grow by growing yourselves

SAPS XL TECHNOLOGIES PVT.LTD.www.sapsxltech.com

+ 91 33 64525256

info@sapsxltech.com