YOUR EXTENDED SERVICE PARTNER..

INTRODUCTION

We are pleased to introduce Xingular as one of the leading company’s in the field of telecom projects and BPO services since 2001. Xingular is a part of a multi-core group backed by a collective industry experience in training and online/offline production in various fields of IT Enabled services.

Xingular, a leading IT-enabled services an BPO & KPO provider in India, has carved a niche for itself in this industry today. Diversity is a critical requirement for the success of any company today. The real reason for doing diversified training is the need for a more interconnected work force. We believe in developing an environment that values diversity as an essential step towards a lifelong effort of positive change in the entire community. Xingular has also grown tremendously over the past few years and presently in running activities in areas related to both voice and data.

OUR AIM

Xingular will continue to offer and develop products and service that do the work, reduce the regulatory burden and increase efficiency. We look forward to working with you to ensure that your institution can make informed and strategically sound decisions into the 21st century and beyond.

We will work with your organization to design, implement and operate the non-core functions as per your requirement. We will ensure the right complement of people, processes and technology to maximize efficiency.

We tailor our approach to the needs of each our clients. Every project we undertake is as unique as each client we serve, but there is a unique Xingular way of working.

These distinguishing features means that Xingular can provide you with the right level of service to meet your organization's specific needs.

Corporate VisionTo become one of the globally respected corporation, providing quality-centricbusiness process outsourcing (BPO) services to fortune 1000 andother leading global companies. We foresee to be acknowledged as aworld leader that enables organizations to enhance business insight withinnovative solutions for high performance.

Vision

Corporate MissionTo create new standards for customer support using world classsolutions, human resource and technology.

Corporate ValuesWe are committed in providing high quality of service to our clients, bydelivering value for money, and by building a culture of excellence andsense of pride amongst ourselves.

India advantage• 40%-60% cost reduction foroff shored process- Differential in wages fromthe US or UK parentlocation at approx 70%-80%.- Interaction costs increase10%-20% bcoz of Indiabeing a remotelocation….thus net savingsof 40%-60%• Labor cost arbitrage, thereason for cost savingslikely to exist for next 20-30years

• Faster turnaround time-Time zone difference- 24X7 service• Learning curve effect,given increased activityacross companies andincreased centralizationwithin company

• Established methodologies and processesbeing rapidly adopted for better performance•Well defined quantifiable metrics for quality andprocess•Access to highly qualified – skilled pool

INDIA’S VALUE PROPOSITION

COST PRODUCTIVITY

QUALITY

Opportunity for leveraging capabilities from remote location

ServicesAmongst India’s most diversified service providers

•Inbound (Customer Service, Technical Product Support, Banking and FinancialServices)•Outbound (Telesales, Market Research, Collections, Appointment Fixing)

Back office/ Transaction processing.

Email, Web support and SMS services & support.

Risk mitigation & Information security

Process security• Comprehensive riskassessment during new serviceintroduction in IT• External, internal and customeraudits to provide securityAssurance• Information Security Policyguidelines & Policies forOrganizational Security, Email& Internet, Back officefunctions etc

Network security• Secure dedicated channelbetween Wipro and client• Offshore centers insulated frominternet and other networks• Multi-layered virus/worm/spamprotection for the ODC network• Separate isolated VLAN basednetwork for ODC

Employee security• All security procedures explainedduring employee induction• All employees sign confidentialityagreement at the time of joining• Motivating employees starts with motivating yourself• Always work to align goals of the organization with goals of employees• Key to supporting the motivation of your employees is understanding what motivates each of them

We realize that despite having excellent manpower, a world class service is onlypossible with advanced & reliable IT and infrastructure support .• State –of- the- art infrastructure which enables us providing un interruptedservices 24/7/365.•IPLC based centre with In house Aspect-Concerto Dialer.•VOIP technology with couple back up servers in US to ensure un interruptedcommunication.• Highly reliable IT and network infrastructure with multiple redundancies .• Power back up management with un interrupted power supply.• 24/7 in house expert technical support staff to tackle any technical issues.• Access control management .• Network security & Application security through firewall and antivirussoftware.• Business Continuity plan & Disaster Recovery Plan

IT and Infrastructure

DR and BC planningDisaster Recovery Management: unique approach•Identification of business-critical processes and components•Risk Management and Business Impact Analysis•Definition of Recovery WindowsMitigation plans•Disaster handling plan, Contingency plan, Business resumption plan•Testing and knowledge managementReview and optimization•Key features of the Business Continuity Planning/Disaster Recovery Planning•Emergency response teams are formed, and trained on recovery procedures•Highly reliable network infrastructure with multiple redundancies•Multiple facilities well-connected with high bandwidth links- Our Gurgaon(India) facility acts as DRC.•Robust backup practices for critical data•Power redundancy through generator sets and high-performance UPS systems•State-of-the-art building management and security systems

Our Service offerings

Industry services• Insurance claims processing• Mortgage processing• Health claims adjudication• Credit card processing• Bank reconciliation

Knowledge services• Data analysis• Data mining• Data management

Finance & accountingservices• Procure to pay• Plan to result• Order to cash• Compliance services

HR services• Employee data management• Recruitment Solutions• e-HR managed services

Ability toprovide multiplesolutions for asingle client

Customer relationshipmanagement

Voice (inbound/outbound)• Telemarketing – Sellingnew/upgrade products/services• Internal employee help-desk• Technical Support – L1/L2desktops, network, software• Customer service – billing, new existing plans, value addedservices, service orderprocessing, Workforce dispatch,health claims, etc• Collections – early reminders tolate stage collections

eMail / Web / Chat• Technical support –desktops, portables,network, software• Customer service• eSales

Business optimizationservices (BOSsTM)

ADDING VALUE TO END CUSTOMERS

CAPACITY FOR GROWTH

BETTER PROCESS DELIVERY

COMPETITIVE COST ADVANTAGE

WE CAN ASSIST YOU BY PROVIDING

STRATEGIC ADVANTAGES

Delivery model: migrationapproach

2

31

Managing what is outsourced -operations

How to migrate - transition

What to migrate –pre-analysis / analysis

WHAT TO OUTSOURCE

HOW TO

OUTSOURCE

MANAGING WHAT

IS OUTSOURCED

Pre-analysis / analysis• Customer interaction – on-site /offsite, via questionnaires /Interviews• Migration based on de-couplability,offshore ability ofprocesses, legal requirements,resource availability, customerbenefits, risk, skill setavailability, technology, etc

Process migration •Developing process maps, standardoperating procedures• Developing detailed timelines formigration – project plan• Base lining of SLA’s• Engagement model - communication•plans

Engagement approach• Operations and customerpoint of contacts• Engagement model• Change management• Cost savings analysis

Sales Campaigns

•Wide recruiting “net” that matches clientneeds-Clients customized recruitment plans:skills, locations, Demographics•Optimal use of recruitment channels- Enabling quick ram pups

•Rigorous Training- Process andcommunication•Skill upgrades•Performance management-Retain andgrow high performers.

People- Our Experts in delivering

•Skill set mapping- Maximize delivery and performance•Match employee aptitude and skills to functionalrequirements

Standard Practices• Agent vs. Team Leader Ratio – 15:1• Agent vs. QA Ratio – 15:1• Trainer vs. Trainee Ratio – 10:1(classroom)• Trainer vs. Agent Ratio – 15:1• Process Allocation happenson the basis of TrainingPerformance and individual traits

ISO CERTIFICATE

CONTACT US

Xingular BPO Services Pvt Ltd,Chennai.

Xingular Telecom Projects India Pvt Ltd,Kerala.

Xingular Asia Pacific Ltd,Hong Kong

Xingular Telecom Projects LLC,UAE.

Hi-Lite Arabia cont co,Dammam, Saudi Arabia.

e-mail : bpo@xingular.in , vinoth.ma@xingular.inPh : 044 42076203 , +91 994 031 5619# I/132, MMDA Colony,Arumbakkam, Chennai – 600106