(PCS & RIS Group of Co.) nexusbpo

1. Nexus and YouA Center Of Excellence Come Together Grow Togetheru uu (PCS & RIS Group of Co.) www.nexusbpo.com

2. Corporate Portrait • Founded in 2001 Located in Gurgaon, INDIA. • 10 years management track record of delivering call center services. • Latest of the bread technology, equipments and support services. • StrongOffshore customer interaction and business process support team. • Strong Technical staff supporting operation 24X7 • Six Sigma methodology is in use to provide best practices and process in place. • Infrastructure World-class infrastructure with round the clock online communication.

3. Clients A leading US based Support Services provider company: Appointment setting services Customer Support Services Technical Support Services A leading Canada based Mobility solution provider Company: Software development Marketing support A UK based software development and consulting company Web site design and maintenance Staffing services. A INDIA based IT channel development and consulting company CRM design and maintenance Predictive dialer services. Staffing services. Marketing support to South East Asia

4. Premium Customer Services Overview • Nexus BPO(PCS Group of Companies) is a modern technologically advanced Contact center managed by well-experienced senior management team. • The total work experience of the senior management is greater than 100 years • State-of-the-art facility on Cisco and SIP Platform •   214 seats, 24/7 capable • Premium location: Right on Delhi-Gurgaon (5km from International Airport) • Gurgaon being the IT hub houses numerous, Fortune 500 Companies • Inbound and outbound services • Both voice and non voice capability • Present customers in IT, banking, wireless services from • USA / Australia / Malaysia / Singapore / India • Capability to ramp up as per client’s requirement

5. Network Diagram AirtelBharti 1Mbps PSTN Spectranet MVOiP Internet Spectranet 2Mbps TATA VSNL 2 Mbps Sify MPLS TATA VSNL IPLC Reliance IPLC Sify MPLS Audio code Firewall Asterisk Server Dialer IP PBX Proxy & FTP Server Antivirus Server Database & WEB server Voice logger Authentication Server Remote Mail Server IP Phone Voice Data

6. Outsourcing Solution Customer Contact Services Back Office Services Accounting & Finance InboundCall processing Banking DataDigitization and Data Processing Outbound Call Processing E-Mail Management HR Processing Insurance Claims/ Request Processing

7. Process Delivery Process Migration Service Delivery Solution Designing Business Case Analysis Preliminary analysis to identify the areas for outsourcing. • Preliminary Process Mapping • Manpower Requirement • Tech/Telecom feasibility • Cost Benefit Analysis and Pricing • Assumptions and Risk Analysis • Compliance issues • Migration plan • Team Charter • Project Plan • Training Plan • Communication Plan • Detailed Process Mapping • Setting Benchmarks • SOP’s • Pilot Monitoring • Technology sign off • SLA sign off • Day to day operation of the process in India • Monitoring the process on the basis of the critical benchmarks agreed on with the Customer • Inherent to our migration methodology is an assessment of potential inefficiencies • Our migration methodology has been successfully deployed across industries such as Telecom, Insurance, Software, Financial Services, Security System, etc • The rigor of migration ensures smooth service delivery

8. Technology Enablers • Total Cisco solution including system integration • End-to-end IPLC connectivity network through fiber optic cable systems • IPLC from VSNL TATA and Reliance • MPLS wireless voice connection from SIFI • Managed VoIP from Spectranet • Built in Redundancies • Three Layers Redundancy built-in. • Internet bandwidth - 5 MB from VSNL TATA, Spectranet , AirTel Bharti • Predictive dialers • 100% Voice Logger • HP and Dell Servers • Desk top PC ( Intel Core2Duo/ Dual Core, RAM 2 GB, HD – 250, 17” TFT ) • Back up power - 80 KVA Online GE UPS and three layers of Generator (380 KVA, 320 KVA, 125 KVA). • Server in US,VPOP3 • Full safeguards, disaster recovery systems

9. Infrastructure • Power Back up • Fully Self Reliant Power • Stable captive power supply from Diesel Generators • 80KVA UPS backup for all critical supplies • Fire Safety • Regular fire exercises/drills • Central Fire Detection and Alarm System • Sprinkler and hydrant system • Hand held fire extinguishers • Fault Tolerance • Disaster management process in place and widely disseminated for every see able eventuality • Manager on the spot to initiate recovery without waiting for intervention • Redundancy built into all systems to maintain functionality in the event of breakdown • Each disaster management process periodically rehearsed and audited

10. Quality Framework Process Improvement Root Cause Analysis Quality Check • Quality Check • Perform quality checks on a valid sample size • Measure performance against benchmarks identified for the process • Cause Analysis & Monitoring Measures : • Analyze Root cause of errors/defects. • Solutions and Monitoring measures are worked out and deployed • Process Improvement Task Forces : • Task Forces formed in project mode to regularly improve critical delivery parameters and to constantly drive productivity enhancement

11. How do we Recruit and Retain talent • Recruitment • Most employees are college graduates with customer service experience • Formal recruitment process • Multi-level interviews • Written and verbal English language skills rigorously tested • Overall selection rate of only 16% • Customized hiring for specific programs • Retention • Incentive programs for agents and team leaders to maintain the highest levels of motivation • Salaries among the top 25% percentile. • Bonuses paid for impeccable attendance rates and long service • Continuous Compensation and Practice Benchmarking

12. Our Work Culture and Philosophy CREATING EXCELLENT WORK ENVIRONMENT: A conducive work environment increases the productivity and provides room for individual’s development. Keeping the same in mind we attempt to provide the best possible work environment and office ambience to our employees. DATABASE CONFIDENTIALITY: The most important part of any relationship is ‘Trust’. There are security checks at all levels. Access to the database and other servers is for authorized personnel. The complex has a complete security setup and is manned 24 hrs. STRONG HR PIPELINE: The most important asset of any successful organization is its people. We have a very strong pipeline , which has been built through various channels like advertisements, consultants, referrals , internet, training institutes. This helps us in providing the right kind of manpower for the client on a short notice REWARD AND RECOGNITION: To ensure healthy competition and moral boosting of the best performers we have a comprehensive reward and recognition scheme in place. Our people security is paramount : Strict security policy specially for our woman team members

13. Our Ethics and Values • Customer comes first, everything else later • You are accountable for your commitments • once made or accepted, • achieve them under any circumstances • Excuses are only for the under- achievers • Keep your priorities straight, the needs of the organization comes first everything else later • Ask constantly whether you are contributing. Not whether you are doing the job well • Be a self starter, don’t expect others to tell you what to do or follow up on you • Believe in team work • Work towards gaining respect in whatever you do, not benefits • Be open and transparent in your dealings. No Hidden agendas.

14. Marketing Offices

15. “ Together We Can ” For any enquiries please contact : sales@nexusbpo.com