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NeST TECHNOLOGY ENABLED SERVICES

NeST TECHNOLOGY ENABLED SERVICES. A NeST Group　　　Company. NTES: A Background.

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NeST TECHNOLOGY ENABLED SERVICES

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  1. NeST TECHNOLOGY ENABLED SERVICES A NeST Group　　　Company

  2. 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.

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

  4. NTES:The Cutting Edge NTES is strategically located in Kochi,Kerala,India.It is also the 1st International contact center in Kerala • 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. ADVANTAGE : WORKFORCE

  5. NTES:The Cutting Edge ADVANTAGE : CONNECTIVITY • 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.

  6. NTES:The Cutting Edge ADVANTAGE : INFRASTRUCTURE • State-of-the-art Infrastructure • Avaya based communication infrastructure. • Leased Line Circuit to USA. • Inbound and outbound call facilities. • Scalable technology. • 100% Call recording • Predictive dialing facility • 24/7 operations to cover global time zones

  7. NTES: Capacity & Statistics Other facilities: Transportation Cafeteria 24/7 Security • 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

  8. 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. Technical Support Customer Service Outbound Sales Surveys & Campaigns Ethnic- Marketing

  9. NTES :Our Clientele Dunhill Capital, Australia Dunhill Capital, UK Clear Choice Credit Solutions, USA Federal National Credit, USA & Medicaid , USA Past Leading Telecom Company, USA A US-based telecommunications network which providescombined solutions including Internet,cell phone, long distance & local calling services,to over 200 countries worldwide . Long distance service provider, Canada Long Distance service provider, based in Canada. Leading Credit Card processing Company, USA US-based Credit card processing company. Leading Insurance Agency, USA US-based Insurance Company. Online Tutoring, USA Online Tutoring company providing one to One Tutoring Services. Leading Travel Company, US Tele – Marketing of Travel Membership Package. Present

  10. 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.

  11. 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.

  12. 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.

  13. NTES: The Forces Within.. Highly specialized Training Department which imparts pre-process, process & On the Job training In-house Quality Cell To ensure conformance With client needs Pro-active HR practices put in place to enhance the quality&productivity of agents TEAM @ NTES Highly skilled Systems & Networking Department providing round-the-clock infrastructural support

  14. 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.

  15. NTES: The Structure • Transition • Certification • Quality • Communication • Facilities • Reliable State of Art Technology • Back up of manpower Process Process Infrastructure People • Training • Development • Continuous improvement

  16. At NeST, Quality is a way of life.. CMMI Level 5 assessed software development facilities. ISO 9001 Certified manufacturing centers. NeST Group Quality Stamps. 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. A A

  17. NTES:Continuous Improvement…. • Client Satisfaction & Dissatisfaction • End-User Satisfaction & Dissatisfaction (CSAT, VDSAT) • Service & Quality Performance • Process Level Efficiency • Resource Utilization • Staff Attrition • Staff Satisfaction, Absenteeism & Safety • Cost of Poor Quality • Develop New Capabilities • Implement New Programs • Process Control • Process Improvement • Process Audit • Transaction Monitoring • Staffing and Scheduling • Contingency Planning • CUIKA (Collecting, Analyzing, & Using Performance Data) • Data Security • Data and Information Availability • DER (Defect Elimination Analysis) PROCESS PERFORMANCE

  18. 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.”

  19. NTES: We strive to achieve… Excellent Customer Service Personalized service on a mass basis Maximum customer loyalty and satisfaction Effective relationship-management tools Strategic Marketing Tools

  20. Thank You !

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