NeST TECHNOLOGY ENABLED SERVICES

A NeST Group Company

A NeST Group Company

NTES: A Background

NeST group, headquartered in Chantilly , VA, USA is a global conglomerate of companies offering innovative technology solutions with development & manufacturing centers in India and offices in the USA, UK ,Japan, Middle East & Australia.

BPO

NeST Technology Enabled Services (NTES) offers BPO & contact center operations for the global market.

NTES:The Cutting Edge

Kerala state, with 30 million people is globally known for its high literacy High density of science and technology personnel in India. Lowest attrition rate in the country @ < 5%. Database of readily employable graduates enabling interested ITES companies to access the best of professional talent.

NTES is strategically located in Kochi,Kerala,India.It is also the 1st International contact center in Kerala

ADVANTAGE : WORKFORCE

NTES:The Cutting Edge

Kochi is an international hub for global bandwidth connectivity. SE-ME-WE and SAFE, the two submarine optical cable networks landing at Kochi offers 15 GBPS bandwidth.

Only Kochi and Mumbai in India have landing points for submarine cable links for 15GBPS bandwidth and have therefore the cheapest bandwidth cost.

Kerala has the highest telephone density with 100% digital exchanges optically connected to the national backbone.

ADVANTAGE : CONNECTIVITY

NTES:The Cutting Edge

State-of-the-art Infrastructure Avaya based communication infrastructure.Leased Line Circuit to USA.

Inbound and outbound call facilities.Scalable technology.100% Call recordingPredictive dialing facility24/7 operations to cover global time zones

ADVANTAGE : INFRASTRUCTURE

NTES: Capacity & Statistics

Total Floor Area: 10,735 sq.ft. Total Floor Capacity: 500 seats No.of Seats utilized currently: 100

No. of seats post Ramp-up: 500

Other facilities: Transportation Cafeteria 24/7 Security

NTES: Our Profile NeST Technology Enabled Services aims to provide a wide range of CRM

services on a global basis using state-of-the-art communication, infrastructure

and information technology tools.

Ethnic- Marketing

Outbound Sales

Surveys & Campaigns

Technical Support

Customer Service

NTES :Our ClienteleDunhill Capital, AustraliaDunhill Capital, UK Clear Choice Credit Solutions, USAFederal National Credit, USA &Medicaid , USA

Leading Telecom Company, USAA US-based telecommunications network which provides combined solutions including Internet,cell phone, long distance & local calling services,to over 200 countries worldwide .

Long distance service provider, CanadaLong Distance service provider, based in Canada.

Leading Credit Card processing Company, USA US-based Credit card processing company.

Leading Insurance Agency, USAUS-based Insurance Company.

Online Tutoring, USAOnline Tutoring company providing one to One Tutoring Services.

Leading Travel Company, USTele – Marketing of Travel Membership Package.

Present

Past

Out bound Services

NeST provides high quality customer acquisition and retention services. We believe that quality and ethical values are far more important than short term performance and we work with clients who share this view. Quality and Values:Our Quality assurance program begins with training of the team for Quality, ethics standards awareness and adherence. We record all our conversation and our zero tolerance policy is clearly communicated and enforced.

Customer Support Services

We have a strong expertise in Customer support functions. The Various activities that are be effectively carried out are: Customer service:Complaint handling / Inquiry handling / Personal information update / Product up- gradation / Complaint and query resolution / Activation and change of Services / Billing and payment support  Web and Email Support:Web chat / web – enabled Customer care.

Technical Support Solutions

NeST recognizes that the ability to successfully deliver high quality Technical support is a major contributor in retaining Customers for many of today’s companies. Every Call to the Technology Support center is an opportunity to solve a mission critical issue for the end user. Our Strength: We have a strong expertise in this segment. Our technology Support Services ensure Superior delivery of Service through our rigorous recruitment, training and development program.

NTES: The Forces Within..

Pro-active HR practices

put in place to enhance

the quality&productivity

of agents

Pro-active HR practices

put in place to enhance

the quality&productivity

of agents

Highly specialized Training Department which imparts pre-process, process & On the Job training

Highly specialized Training Department which imparts pre-process, process & On the Job training

Highly skilled Systems & Networking Department providing round-the-clock infrastructural support

Highly skilled Systems & Networking Department providing round-the-clock infrastructural support

In-house Quality CellTo ensure conformanceWith client needs

In-house Quality CellTo ensure conformanceWith client needs

TEAM @ NTES

Our Training Program

NeST follows a disciplined and structured training program, to ensure a high level of quality and effectiveness across the organization. 

•Introduction – Introduction to the company.•Pre Process Training – Culture Training, Customer Service Training, Voice & Accent.•Process Training – Product Training, Quality Orientation, Evaluation of Agents on product knowledge and Customer service skills.•On the Job Training – Mock Calls, Agents are made to listen to calls. Final Evaluation is made and the selected candidates go Live.

Pro

cess

Pro

cessIn

frastructu

r

e

People

Facilities Reliable State of Art

Technology Back up of

manpower

Facilities Reliable State of Art

Technology Back up of

manpower

Transition Certification Quality Communication

Transition Certification Quality Communication

Training Development Continuous improvement

Training Development Continuous improvement

NTES: The Structure

At NeST, Quality is a way of life..

At NTES, we follow a holistic approach of implementing Quality standards by:Focusing on a balance between Quality, Service and Cost.Setting Targets based on high performance benchmarks.Using objective data monitor results.Improving in areas not meeting targets.Consistent focus on meeting client and internal performance requirements.

NeST Group Quality Stamps.

CMMI Level 5 assessed software

development facilities.

ISO 9001 Certified manufacturing

centers.AA

NTES:Continuous Improvement….

Client Satisfaction &

DissatisfactionEnd-User Satisfaction &

Dissatisfaction (CSAT, VDSAT)Service & Quality PerformanceProcess Level EfficiencyResource UtilizationStaff AttritionStaff Satisfaction, Absenteeism

& SafetyCost of Poor Quality

Develop New CapabilitiesImplement New ProgramsProcess ControlProcess ImprovementProcess AuditTransaction MonitoringStaffing and SchedulingContingency PlanningCUIKA (Collecting, Analyzing,

& Using Performance Data)Data SecurityData and Information AvailabilityDER (Defect Elimination Analysis)

PROCESS PERFORMANCE

NTES: Statement of Direction

“We are committed to excellence in quality to exceed customer expectations.

Our goal is to meet the stated and implied needs of customers.”

NTES: We strive to achieve…

Excellent Customer Service

Personalized service on a mass basis

Strategic Marketing Tools

Maximum customer loyalty and satisfaction

Effective relationship-management tools

Thank You !