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Tiffany Building, 1st 2nd 3 rd & 4th floor

Hiranandani Estate

Off. Ghodbunder Road

Thane (West) 400 607


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Group MembersNames Roll No

Prasad Nadkarni 61

Girish Rathod 78

Prathamesh Potdar 75 Pratik Vartak 115

Swapnil Wargaonkar 120

Shailesh Sargade 83

PROJECT GUIDE : Prof R.Balashankar.


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Flow Chart

1. Introduction to BPO Industry.

2. Introduction to Convergys.

3. Processes of Convergys.

4. Core competence and Competitive priorities.

5. WFM

6. Achievements and Future prospects


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What is BPO?

Strategic use of outside resources toperform activities.

Strategy by which organization contracts

routine functions(non core) to serviceproviders.

Service provider is responsible for executionof a business process and also improving it.

h d i


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Why do CompaniesOutsource?

Reduce Cost. Improve Efficiency.

Additional Expertise.

Specialized Technology.

Better Solutions.

Overall Development ofOutsourced Process.

Concentration on Core

Competencies.


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Market Share

Global BPO Industry worth 120-150 billion dollars, ofthis the Indian BPO is estimated to be some US $11.4billion.

The $11-billion Indian BPO industry will reach $30billion by 2012.

The Indian BPO Industry employs 6,00,000 people

approx.


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Global Geographical DistributionofBPO providers


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What Sectors do theyServe?

Telecom Industry

Travel & Hospitality Industry

Technology Industry

Banking/Financial servicesInsurance Industry

E-commerce & Retail Industry

Industrial Sector

Distribution Sector & manymore


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About Convergys

One of top provides of outsourced customer service in world.

Serving customers in 70 countries.

75,000+ employees in each countries.

Operating in 30 languages.

75+ contact, service and data centres in the U.S., Canada, Latin

America, Europe, the Middle East, and Asia.

2 Data Centres Convergys has 1.7 million customer .


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Three Business Segments

CUSTOMER CARE Provides outsourcedcustomer care services.

INFORMATON MANAGEMENT Providesoutsourced billing and information services.

EMPLOYEE CARE Provides outsourcedemployee care services.


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IndianOperations

Bangalore

Gurgaon (Indian Headquarters)

Hyderabad

Mumbai

Tiffany Building, 1st 2nd 3 rd & 4th floorHiranandani EstateOff. Ghodbunder Road

Thane (West) 400 607

Pune


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Client of Convergys

Micro Soft

Optus

Chrysler

JPMC

MSN

Whirlpool

DuPont

Avaya

Fifth Third Bank


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Competitors


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Optus

SingTel Optus Pty Limited is the second largest

telecommunications company in Australia.

Key Optus products and services include: Fixed Telephony

Mobile Telephony

Internet Access

Cable Television

Leased Lines

Data Transmission


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Process

Customer Service

MAC(Post Paid)

ULL Pre Paid Activation

Customer Retention

Online Sales


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Mobile Activation Centre (MAC)

CHOWN

PORT

New Activation Upgrade

Customer Retention


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Systems

ICON

Transact

Arbor OPOM

SOS


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EVALUATION MODEL

Agents in MAC 155

Approximate Calls Handled/Agent 35

Call Quality 6.2%

CSI 80 %

Service Level 80%

AHT is 400 seconds


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Core Competencies

Provide multiprocess, global humanresources and customer care businessprocess outsourcing (BPO) capabilities.

Serve worlds leading companies inmany industries, including

communications, financial services,technology, and consumer products.


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Competitive Priorities

Flexibility

Time

Innovation Cost

Quality


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Flexibility

Flexibility required for qualityservices

Never dissatisfy customer

Real Time Call Management System Reschedule


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Time

Speed of service invaluable in service industry

Stipulated in Client Contracts

Response time of 20 sec

Required over 80% of calls

AHT maximum of 400 sec


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Innovation

Competes by Up-to-date technology

Does not spend money on new

innovations

New technologies used

IVR

ICONS


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Cost

Does not believe cost should be afactor

Charges average or above average

to clients but does not compromiseon services provided.


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Work Force Management

4 STEPS

FORECAST SCHEDULING

REAL TIME

REPORT/ANALYSIS Report

analysis


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Forecasting

Process of estimation in unknown situations.

Used in the practice of Customer DemandPlanning in every day business.

Eg: Expecting 1600 calls on a particular day.This forecasting is based on last years data for

the same day.

SCHEDULING


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SCHEDULING

Scheduling is the process of deciding how to

commit resources(Employees) between a varietyof possible tasks.

Eg: Schedule 40 calls/person.

Forecasted calls for that day-1600.Now since 40 calls 1 person

1600 calls- ?

i.e. 1600calls*1person/40calls = 40 persons.

So to handle 1600 calls 40 persons are scheduledin shifts.


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Real Time Call Management

Now on that day due to some reason the headcount has dropped to 35 from 40 Crisesgenerated.

To handle these situation RTCM is done.

Now 40 calls 1 person

? - 35 person

i.e. 35person*40calls/1person=1400 callsSo here 35 persons will be doing 1400 calls and

as per forecasting of 1600

shortcoming for 1600-1400 = 200 calls .


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Real Time Call Management

Actions taken to overcome shortcomings:-

Rescheduling of breaks.

Cancellation of meetings.

Overtime.


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REPORT/ANALYSIS

For maintaining strong reports of day today activities.

To resource past years data for predictingthe call flow .

Analyze the decision taken on that

particular day was upto the mark or anyfurther changes have to be done if thesame incident is repeated.


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ACHEIVEMENTS

2005: November 2nd, Convergyssigns largest HRO deal with DuPont

for $1.1 Billion

2006: March 23rd, Convergys namedone of Americas Most AdmiredCompanyfor sixth consecutive yearaccording to Fortune Magazine.


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FUTURE OUTLOOK

o New horizon: specialized services to newlyemerging industries like retail, fashion, apparelor automobile components.

o Customer relation management (CRM).

o Improving between the government and

industry.

FUTURE OUTLOOK


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FUTURE OUTLOOKcontd

o Great number of employment up to 0.4 million.

o Large number of English speaking collegegraduates.

o

More and more foreign technological firmssetting up.

o Limited work skills and experience .

o Neglect in the system.

o Media industries.

Rise in Rupee Value leads to fall


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Rise in Rupee Value leads to fall

in Outsourcing Appreciation of Indian rupee.

Core Objective of outsourcing to India has beenaffected.

Inflation in country has added problems.

The world economy is going through recession.

Better to have a job than to have no job.


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Counteract

Flexibility in Operations

Result Oriented Solutions

Go Beyond Cost Saving

Develop Knowledge Industry (Specific)

a more s ou e


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a more s ou eDone ?

Farm & Hunt Strategy should be implemented.

Farm for more projects from existing clients.

Farm for more projects from new clients.

Hunt for new business in same industry domain.

Hunt for new business in new sectors & Industries.

What more should be


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What more should beDone ?

People seeking a career in BPO Industryshould develop Industry Knowledge.

Understand Retail & Banking better.

Campus programme in partnership withBPO Co. to enhance curriculum & createsensitization

Industry should become more outcome

based.


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THANK YOU

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