e- NitTel Services Pvt. Ltd.

1. e-NitTel Services Pvt. Ltd. Company Brochure

2. ETS - Introduction Incorporated in the state of Delaware, US and having an offshore office in India, with over 35 man-years of experience in the outsourcing industry, we see ourselves emerging as a global leader in the outsourcing industry. Since we are based in techno-savvy city Pune, India's IT and ITES hub, home to multinational companies like GE, IBM, Dell, Microsoft and many more, we have access to the best global talent and expertise. We thrive on helping your business succeed.

3. About us • What you can expect from ETS?      Fast turn around of your project.      Cost savings and revenue increase.      Significant improvement in the quality and productivity of your business. • Our Strengths       Understanding your needs.      Excellent communication.      Outsourcing expertise - streamlined 5-step process.      Deep domain knowledge in diverse fields.      Years of experience in serving global customers.      Excellence in executing short and long-term projects to your specific requirements.      Strategic location in Pune, India - the center of outsourcing action.      Exploiting the full potential of the internet to get and execute project.

4. About us Confidentiality and Privacy At ETS, we are sensitive to customer concerns and ensure absolute confidentiality and privacy of any information that is given to us. Customers can specify their preferred method of contact with us and we will not disclose their identity without their expressed or written consent or unless required by law. Our Philosophy Our vision is to be a world class outsourcing company. At the heart of this vision, lies the core concept of "Relationship". At ETS, we believe in our relationship with our customers and with our employees. Sharing our knowledge and expertise to create value is our ultimate goal.

5. Services • Inbound Call Center Services • Outbound Call Center Services • Technical Help Desk • E-mail Support Services • Chat Support Services

6. Inbound Call Center Services • Strategic call center inbound services help a company attain its business objectives. These services cover the gamut from scheduling sales demos and handling loyalty programs to taking messages, ramping up telesales, locating dealers and retailers and much more. Outsource inbound calls to ETS for catalogue or online sales, order taking, order entry, reservations, message taking, appointment setting, handling requests for information or catalogs, event scheduling, scheduling sales demos, 800 answering services, phone answering services, Up-selling and cross-selling services, Claims processing services, product information request services, order taking services, customer service, custom technical support and help desk services. • What benefits can you get from an inbound call center outsourcing service? Faster ramp-up, launch, and roll-out of new campaigns Experience with programs similar to yours Market testing capabilities Remote call monitoring Rapid response to market conditions Skilled, professional, customer support and technical service representatives Account management expertise Enhanced reporting capabilities Improved market coverage

7. Inbound Call Center Services Quality of inbound call center technology Inbound call centre service providers in India have best-of-breed technologies and inbound call center software integrating Soft Phone, Predictive dialler software, ACD, CTI, IVR and Fax on Demand, Voice Logging and Call Blending among other advanced facilities for seamless operations and integration with infrastructure in client locations.

8. Outbound Telemarketing Services • Outbound telemarketing is one of the key services offered in ETS through its highly sophisticated call centres. ETS's telemarketing services can help you in building leads, customer databases and also help you in finding new customers. • When global companies outsource telemarketing to ETS, they benefit from significantly lower costs, proven process quality and access to a trained, computer-literate, college-educated workforce with good presentation and communication skills. • Outbound telemarketing solutions which ETS offers • Telemarketing lead management • Decision Maker Contacts • Debt Collection Services • Market Intelligence Services • Research Surveys and Polling • Telephone and Web Based Business Development • Direct Mail Follow-up • Tele banking • Airline ticketing and reservations • Third party verification • Fraud detection /prevention Calls • Continuity sales calls

9. Outbound Telemarketing Services Outbound telemarketing solutions which ETS offers Lead Generation / Qualification Telemarketing lead lists Appointment Scheduling Database Selling Product Promotion Customer Satisfaction Up Sell/Cross Sell Campaigns Seminar Population Direct response television Database cleansing and updating Record verification Welcome / thank-you calls Any kind of message delivery Customer service management for international banks, software firms, telecom service providers, credit card companies etc.

10. Technical Helpdesk Services • The goal of IT Help Desks and tech support centers is to provide product information, product use information, and technical assistance on web sites that are accessible 24* 7. This role is expanding as firms seek to outsource a greater breadth of solutions to a fewer number of service providers. The help desk has now become a hub of the enterprise, delivering greater value to the business as a whole. • Evolving from simple call handling to business process reengineering, ETS is building global contact centers for Technical Support Services – with the technology and people skills to keep pace with this change. Global industry majors are outsourcing technical support to India, not just for cutting costs, but for transforming their business processes and providing strategic business value. • The role of tech support has expanded to include telesales – both pre and post-sales technical support, product support, technical applications and support, customer support services, network tech support, onsite tech support, remote support, remote IT infrastructure management services. • Outsourcing tech support enables a company to differentiate its product offering with superior technical support. Higher levels of service quality, quicker responses and problem resolution means happier customers, and that translates to healthier bottom lines. • Powerful data capture and analytics tools allow real time reporting every five minutes or half an hour, keeping a company abreast with the trends in the market. Proactive management of issues is possible using the information . This is business intelligence (BI) that can be acted upon in real time and is invaluable to the success of a business.

11. E-mail Support Services • How will this setup work? A knowledge base of frequently asked questions and answers will be created in collaboration with our customers needs and requirements. The knowledge bases are continually updated and improved, based on our agent's interactions with customers. Realizing that there are few quick fix solutions, our agents are thoroughly trained and familiarized with the client's processes, products and services. When an email is received, incoming messages are scanned and routed to the appropriate agent. Our trained and competent agents provider clear, consistent, and complete answers to increase customer satisfaction and reduce follow-ups. The use of a database that holds standard responses to frequently asked questions ensures that the agents' have access to quick and standardized responses. The online knowledge base can also be used to provide immediate personalized responses to customer queries. • Our email services are comprehensive and include- -- Customer care -- Technical support --Order fulfilment -- Verification --Complete query resolution -- Resolving escalated cases

12. E-mail Support Services • We also support service level agreements (SLAs) based on client requirements, thereby providing answers via email within the time window agreed upon by both parties. • Email has now become the primary means of data transmission and customer relationship management. As a result many companies are outsourcing their non-voice call center needs, including Email support services. • How can offshore email support services help me? • Having your customer's email queries answered promptly, efficiently and accurately is bound to increase customer satisfaction. • Offshore email services enable you to balance work between peak and off-peak periods. • As a result it makes sense to outsource web-based support systems so that you can maximize focus on core competencies. This in turn enables efficient time utilization. • Having a professional offshore email based support system ensures lower call volumes and substantially reduces costs for voice support. • Low cost, non intrusive and any time-anywhere access are some of the advantages of email based communication. • An efficient email response service is crucial to any company's brand building and growth.

13. Chat Support Services • Online chat support is yet another way of providing better, faster and efficient customer support services to your customers. Chat support is live and your customers can get immediate answers to their queries and immediate solutions to their problems. Such efficient customer care can improve your business and increase your profits. Outsourcing live chat support services to ETS can help you benefit from expert, efficient and cost-effective online chat support services. By outsourcing chat support services to ETS, you can concentrate on your core business and reap the benefits of providing your customers with competent customer care services. • Organizations who wish to provide live help for their customers can outsource live chat support services to ETS. At ETS, our efficient customer care executives can answer the queries of your customers or just provide information to the visitors on your website. Online chat support services are carried out as follows. When a visitor to your website wants some information or has a query to ask, he/she simply clicks on the live chat link present on your website. This will initiate the live chat session. The customer care executive back at ETS will then assist this visitor and answer his/her queries. The customer care executives at ETS will also be able to cross-sell and up-sell your products when they answer your customer's queries.

14. Chat Support Services Providing a live chat support option on your website is also an ideal way of giving your customers personalized information about your products and services. Having a live chat support option on your website enables your customers to get ready answers from anywhere at anytime. Online chat support can give your customer answers immediately and customers need not wait for emails to answer their queries. ETS's efficient chat support executives can help visitors to your website find the product or service that the customer is looking for and also provide extra information about the product or services. Our online chat support executives can effectively, up-sell or cross-sell products and services, help customers fill in forms, orders and details for online transactions. Live chat support is personal and our online chat support executives can give individual attention to each of your customers. ETS's live chat support executives can also make the selling process short and convert the visitors to your website into potential buyers