E-Governance | ITes | Pharma | publication | real estate

1. Sain Overseas Services Pvt. Ltd. Corporate Offices: Sain Overseas Group, CS 6, II Floor, Ajnara Complex, GK II, Indirapuram, Ghaziabad-201010 Web: www.sainoverseas.com | E-Mail: info@sainoverseas.com Pan India E-Governance | ITes | Pharma | publication | real estate

2. Sain Overseas Group Philosophy The philosophy and mission of Sain Overseas Group lies in enabling the world’s largest and most talented service provider professionals in E-Governance, Publications, IT, HR & Real Estate Industries. Our service reflects a philosophy and set of values that distinguish us from other service provider. Emphasizing various intangible assets such as people oriented attitude, reliable service, care, integrity, agility, flexibility, responsibility, quality and dedicated teamwork,Sain Overseas Group business plan has been to offer the best services in his Domain. We hold on to our values and policies and strive hard to locate and provide the most brilliant rehabilitation professionals to the Construction industry. Being sincere and quick to respond, we pride ourselves in rendering highly professional and personalized service, tailored to suit each Professional. Apart from improving the lives of the people through compassionate and innovative we follow complete honesty and integrity in our service by protecting the privacy and confidentiality through us. We always give primary consideration to the needs and interests of our clients and thrive on serving them well with care and respect. Motto: • Values: • Caring • Flexilibility • Personal Relationship • Quality • Honesty/Integrity Time is very slow for those who wait, very fast for those who are scared, very long for those who lament, very short for those who celebrate. But for those who love, time is eternity.

3. Sain Overseas Group Vision: Our vision includes delivering responsive and creative services through intimate personal relationships for both Local & National clients and providing them an open platform for honest communications. Since its inception, Sain OverseasGroup is known for its most appreciated service excellence and "can-do" attitudes. We applaud and celebrate both individual success and team success. At Sain Overseas Group, we find you jobs with the most competitive wages and excellent working conditions; we also assist you in acquiring progressive career advancement in your profession. Domain : ITES | Transcription | HR | Real Estate | Publications | Pharma| E-Governance | Import – Export Sain Overseas Services Pvt. Ltd. is this day incorporated under the companies Act. 1956 (No. 1 of 1956) and that company is private Limited with Corporate Identity Number: "U74999DL2009PTC191783". Service Tax No. : "AANCS3511NST003" , Pan No.: AANCS3511N. Current Account : Sain Overseas Services Pvt. Ltd., Ac. No: 01011131000776, OBC, New Delhi. Respect Cannot be demanded, it must be earned only by giving it away

4. Company Profile The Organisation was founded by Mr Satish Kumar in 2003 when he envisioned the opportunity to grow in the IT Outsourcing sector and later successfully ventured into the Real Estate, Publications, E-Governance with the support of Mr. Raman Prakash Gupta (Director & CEO). • Sain Overseas Group initiated in 2003 is a growing organization serving clients for more than 7 years across various verticals. • Since inception has acquired note worthy clients and partnered their growth to expand vertically as well horizontally. Sain Overseas Group has expanded its business proposition, has gained experience, in-depth understanding of outsourcing market and also developed expertise of different verticals in the Domestic and International market

5. Sain Overseas Group of Companies

6. Business Capability - IT • Sain Overseas Group has developed capability in all sectors of the BPO space. Transaction Processing Inbound Outbound Feet on Street

7. Our Expertise, Commitment & Edge • Expertise & Efficiency - Flexibility in staffing levels & skill sets • Linking strategy with people and operations • Performance Management - Metric Driven , Focus on capability enhancement • Scalability – Capability to accommodate fluctuations in volumes with minimum impact Service Expertise • Compliance - Focus on driving compliance guidelines • Transaction Monitoring – Structured with focus on • Compliance / Process Control • Process & Individual Improvement • Call calibration to drive consistency • Value add to client by capturing the pulse of the customer • 100% recording of all calls for compliance and risk mitigation Quality Commitment

8. Our Expertise, Commitment & Edge Technology Edge

9. Our Competitive Advantage Establishing ourselves in the core BPO market we are now looking at catering to the niche market by banking on the competitive edge we have created with our overall delivery model Our Pillar of Strength IT Infrastructure & Development Service Delivery Quality Moving up the value chain SEO Telecom Infrastructure Web Development Technical Support Data & Information Security Legal Transcription Medical Transcription Scalability with Minimum Impact Dialer Technology Regulatory Environment (NDNC) CRM Solutions

10. Operations – Sain Overseas group • Level 3 - Care • Pro-active support targeted at • delighting the customer • Simple & one touch process • Cost & service balance • Pro-active support to customers • Customer centric approach • Iterative benchmarking /expectation analysis Delight • Level 2 - Support • Predictive support and • flexible structure • Value added analysis • Data mining for predictive support • Cross trained / up skilled • Customer focussed - VoC Support • Level 1 - Efficiency • Consistent level of service quality and on-time delivery • Consistent on-time delivery • Target accuracy & quality • Target quality the first time • Customer Centric approach Core

11. Operations – Structure – Sain Overseas Group • The current Core Operations organisation structure has 5 levels • Typical span of control for Sr. Operations manager / Operations manager is 2 - 4 Asst Managers. • Team managers 15 - 20 FTEs for a Team Manager. Core Operations • Quality & Training are the operations support functions. • Typical span of control for Quality manager is 2 – 4 quality leaders. • Quality leaders is 32 FTEs Operations Support • The operations support teams consists of the, Quality and Training • The Operations support teams are structured based on scope of work and requirement.

12. Sepl Mar June Dec PerformanceManagement – Sain Overseas group 4 critical stages of The Performance management Process Define Objectives Create Plans / KPIs based on organisation/Project objectives Cascade Objectives & Targets Review & Reward System The objectives for the year clearly defines what is to be achieved and incorporates analysis of previous years performance. Plans to meet the set objectives are defined and documented by owners to measure and track progress. Agreed targets for the teams are translated to well defined KPIs for all levels. The objectives set for the year are communicated to employees at all levels, targets for the team cascaded to the team in terms of unambiguous KPIs and signed off across all levels. On-going and timely reviews are conducted to ensure deviations to the plan are identified and mentored back to target

13. Key Performance Indicators – Sain Overseas Group The Key Performance indicators for an individual / process / Function is translated from the organisations overall vision Objective measures and targets are put in place to track performance against the service, quality we provide to the customers and the efficiencies we are able to bring to the organisation. • World Class Service - Speed of Service, Quality, Accuracy • Quality & Compliance – Fatal Errors below 2%, Call Quality above 85% • Drive Efficiencies - Productivity, utilisation, cost A quarter of an hour is worth a thousand pieces of Gold.

14. PERFORMANCE METRICS - VOICE Metric Name Description Formula Target (Calls Answered Within Service Level)/(Calls Offered excluding Errors Overflows) 80% of the calls should be answered within 20 seconds 80% in 20 secs SERVICE (ON TIME) Service Level Grade of Service % of calls that are abandoned before they are serviced Abandoned Rate % 5% Calls abandoned>5secs / Calls offered Abandoned Rate % Total no. of defective calls/total no. of calls audited QUALITY Fatal Error Accuracy 98% Accuracy Errors occurring due any misleading / incorrect information given or compliance issues are termed as Fatal Errors Non Fatal Error Quality 98% Processing and Soft Skill based errors are termed as Non Fatal Errors Non - Fatal errors – Total no of errors *weightage/total no of calls audited*weightage First Contact Resolution No of calls resolved within the first contact 75% One and Done Rate Transactions where customer request auctioned on the first call/ CSR Utilization Amount of time utilized by agents 50% Agent Utilization (Total AHT + Outbound + project + other work activities)/Login Time EFFICIENCY Average Handled Time Average Handled Time The time taken to service each call. This includes the Talk, Hold and Wrap components Varies Across areas Total Handled Time/Total Calls Handled Cost Per Transaction Cost incurred for processing each transaction N.A Cost Per Transaction Total Cost incurred/Total no of Transactions

15. Sain Overseas Group Services UIDAI - AADHAAR Real Estate GPS - Survey Transcriptions Inbound –Int.& Domestic NPR – Dg & Bm SMS & E-Mail Gateway FI Handicrafts Outbound – Int. & Domestic PDS RSBY Database – Indian & Int. MNC - Vendorship Import-Export Our Business Presence

16. People Plan Human Resource (HR) • PEOPLE – Recruitment Process • Recruiting & Hiring • Acquire staff, which has a high probability of successfully performing their KRA’s. • Develop “profiles” of their attributes, including the minimum skill and knowledge, of individuals to be hired for each KRA. • Selection Process:- • Group Discussion / Impromptu Round • Typing Test • HR Interview • Final Operations Interview ( with Operation Manager at Effort BPO) • Final Interview with Clients for Shortlist of (TMR’s) & (TL’s) • Offer Letter • PEOPLE – Performance Mgmt • Staff performance management • Review & Evaluating individual performances at a junior level on a monthly basis. • Performance linked to performance pay incentive Compensation and recognition • Performance is measured & reviewed on a quarterly basis. • Financial incentives for the individual and team performance.

17. Capability Building • On promotion • New role OJT • Capability Framework • On the Job • Refresher Training • Coaching • Behavioural /Skills • Team Building • Skills Training Cross Skilling Multi skilling Training and Development Mandated by Business Strategies Training and Development for Personal Growth Basic Training (Regulatory) Training & Induction: Takes care of Learning’s related to compliance to ensure that all employees are aware of the applicable requirements. Product / Process training:Focuses on providing product knowledge and process related training which ensures the staff have adequate knowledge to respond to customer queries. HR - Learning & Development – Sain Overseas Group Training and Development opportunities are provided to all employees to help employees acquire and maintain the skills and knowledge required by them to perform their defined roles

18. Evaluations are held on a daily / weekly / monthly basis. Evaluations – 12 calls / Agent / Month There are calibrations held with the client on a weekly basis or as per client requirement. Training Training at EFFORT is need-based, multi-skilled, performance driven and continuous. The in-house training curriculum includes: Induction Pre-process training Voice and accent Training Process Training One-on-One Mentoring Leadership Development Programs Quality – Sain overseas group

19. Security Data Security • Access to information to be controlled. • To establish access rights and formally authorize these rights in respect of each employee. • The desired Information Security controls by restricting access to specific information through password controls methodology. • Database access to be limited to key people within the technology team, who maintain the same. • Password wherever possible it be kept in parts with two persons • Database Server to be kept in the server room / data center environment • Software developer access the development servers which are physically separate from the production servers. • Server login reports on daily basis. Network Security • Single record details to be available on the screen as per defined business logics • Agent can not save information from CRM screen to local Hard disk • Print Screen function on the agent desktop is disabled • Agent can not change the information displayed on the screen as per defined business logics Internet Security • Firewall Nortel Contivity 1700 • Stateful firewall • Anti spoofing • Natting • VPN box • Antivirus • Trend Micro “Neat Suite” • Office Scan – for Desktops • Scan Mail – for MS Exchange • Interscan Virus wall – for SMTP • Server Protect – For Win 2000 Server • Web Protect – for http/FTP • Control Manager – for centralized management

20. Physical Security Data Center Single entry isolated from Operations area Restricted access to server and network racks within the datacenter Electronic logging and tracking using the Access system Visitors are escorted by security or authorized employees No other person other than authorized personnel are allowed on operation floor Disabled shared network CCTV Logical Security Following security measures are expected in a LAN environment: Identification and authentication - Security service that helps ensure that only authorized individuals access the LAN. Access control - Security service that helps ensure that LAN resources are being utilized in an authorized manner. Data and message integrity - Security service that helps ensure that unauthorized parties do not modify LAN data, software and messages. Logging and Monitoring - Security service by which uses of LAN resources can be traced throughout the LAN. Very strong Group policies to be implemented on the agent desktops All external devices like FDD/CD/DVD/USB ports etc to be removed/disabled Agent can not save any thing on their local desktops Agent does not have any access to Local Hard drive of their desktops Agent does not have any “Right Click” & “RUN” permission No internet access on the floor. No mobile phones allowed on the floor. Security – sain overseas group

21. Sain Overseas Group E-Governance • Sain Overseas Group is currently working in West Bengal for BPL. • Our E-Governance Present in Bihar, Jharkhand & NCR • Our 1st Preference cities are given below for Bihar

22. Sain Overseas Group Publications • About Publications: • “Sain Overseas Group” is an independent national publisher of Science, Technology and Novels. The company was founded by a group of publishing professionals who are dedicated to publish the best in various topical areas for the scholarly and professional communities worldwide. We have two domain : • At “Sain Overseas Group”, we believe in delivering quality content at reasonable prices with competitive royalties and aggressive marketing. We believe in leveraging on the latest publishing technology to deliver quality products and services for the benefit of our customers and partners. With decades of publishing experience, we understand and anticipate the needs of authors, librarians and book distribution partners, and we continuously challenge ourselves to provide the highest level of products and services. • What sets us apart from our competitors are:: • We are independently owned and managed by publishers and academics, not financial investors. We take a long-term view in our decisions rather than focusing on short-term financial gains. • We believe in continuous and dedicated marketing for as long as the content is relevant and we are in continuous consultation with the research and professional communities to influence our direction. • We take pride in our efficiency and professionalism in the ever changing needs of our authors, societies, booksellers, librarians and end-users. The two most powerful warriors are “Patience and Time”

23. Sain Overseas Group Hr Outsourcing Sain Overseas Group understands the importance of brand image in aggressive competitive market. Taking care of the Clients brand our team provides brand enhancement services and present the Clients Brand with respect in market. Sain Overseas Group understands good Human Capital participates in company's growth, and it is a peculiar need of every company to have long lasting relations with their human capital resource. Thus we provide relevant resource that may participate to company's success and growth for a long time. It is Sain Overseas Group conceptual understanding that your robust approach towards attaining principle success needs worth full direction of valued Human Capital Operatives, thus we gladly offer our premium services in the concern regard to meet your special needs in Permanent, Temporary, Payroll Staffing Needs. List of few Big Clients Tech Mahindra, L & T, Samsung Power, Reliance Infrastructure, Maple Press, HDFC Standard life Insurance , Birla Sun Life Insurance , Amrapali Group, Vodafone Essar Group (UP West), Elsevier , Paramount , Easy bills , Shyam Tele link, Vriti Infocom, Weblink India , Matrix , Casby Group, EXL, Pizza Hut, Dominos etc A quarter of an hour is worth a thousand pieces of Gold.

24. Sain Overseas Group Real Estate Real Estate • Sain Overseas Group is working in Noida, Gurgaon, • Dehradun, Ranich & Muzaffarpur • for Residential & Commercial Projects with Following Clients

26. Why make Sain Overseas Group your Brand Ambassador? Highest Quality of service, ethics and client care Seamless integration of online and offline channels Domain knowledge to enable complex interactions Innovative and service driven organizational culture Robust process that captures new information and institutionalizes it within the enterprise Reports on activity, success and expanded customer knowledge to our clients Security and the ability to securely execute transactions Measurable performance Brand “sain overseas group” “ We aim for perfection and tolerate nothing less than excellence”

27. Sain Overseas Group Sain Overseas Services Pvt. Ltd. NCR Office: Corporate Offices: CS 6, II Floor, Ajnara Complex, Gyan Khand II, Indirapuram, Ghaziabad – 201010 Ph: +91- 9 555 414 999 Bihar Office: Kamalnath Nagar, Bettiah, West Champaran, Bihar-845438 Ph:  0893600 4195 | 06254 244301 Dehradun Office: Mayur Vihar, Sahastradhara Road, Dehradun Web: www.sainoverseas.com | E-mail: info@sainoverseas.com E-Mail: satish@sainoverseas.com | akhilesh@sainoverseas.com If a drop of water falls in a lake, there is no identity. But if it falls on a leaf of lotus, it shines like a pearl. We need to choose the best place where we can shine. We never follow the clock; hours were made for man, not man for hours.