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Aegis Profile

Aegis Profile. January 2009. Quick Snapshot. US$ 500 MM Integrated BPO Leader Interaction Services Back Office Services Value Added Services Status in the Tele-Services Industry 20+ years of service experience

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Aegis Profile

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  1. Aegis Profile January 2009

  2. Quick Snapshot • US$ 500 MM Integrated BPO Leader • Interaction Services • Back Office Services • Value Added Services • Status in the Tele-Services Industry • 20+ years of service experience • Aegis is a Tier One contact center company which has been rated in the Top 25 contact center companies of the world (Source: Datamonitor) • Ranks among the Top Contact Centers in India (Source : NASSCOM, Dataquest) • Expertise in Telecom, Banking, Insurance, Financial Services and Healthcare • Aegis is owned by Essar Group

  3. Parent Overview – The Essar Group Leading Pan-Asian Business Conglomerate Projected Annual Revenue of US$ 18 billion for FY08 Strong Balance Sheet with Equity Base of US$ 10 billion Operations in 130 countries Essar House, Mumbai, India Telecom & BPO Shipping Power Oil Steel Construction

  4. Global Footprint • Centers • 10 in the US • 1 in Costa Rica • 15 in India • 5 in Philippines • 1 in Kenya • Employee Strength: 31,000+ • Seats: 20,000+

  5. Current Client Profiles Retail/CPG Travel& Hospitality Insurance Banking IT Hardware Telecom Healthcare Telecom Healthcare BFSI • 5 Fortune 500 Banking and Financial Services companies • 2 of the Top 10 private life insurance companies in India • 3 of the world’s Top 10 telecom companies • 5 of India’s Top 6 telecom service providers • 2 of the worlds Top 5 Healthcare Companies • Large Asian Healthcare group More than 50 Global 1000 Companies

  6. Select Clientele - International Industry Verticals ` Telecom ` Financial Services ` Healthcare ` Travel & Hospitality ` Retail / CPG

  7. Select Clientele - India Industry Verticals ` Telecom ` Banking ` Insurance ` Healthcare ` Computer Hardware ` Retail / CPG

  8. 30,000 31,000 +, $ 500 m + 24,000 Aegis acquires People Support Inc. Aegis acquires AOL India 18,000 Aegis acquires Bharti Teletech and Stesalit Infotech 19,027 $ 240 m Aegis acquires Global Vantedge No. of Employees 12,000 13,132 $ 137 m Aegis acquires Technion Aegis acquires Swift Response, CFS and Orion Dialog 7,944 $ 94 m 6,000 Aegis acquires eTelequest 3,637 2,432 Essar acquires Aegis Com Group Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 2004 2005 2006 2007 2008 2009 Significant Acquisitions Growth Story:2003 - 2008

  9. Indian BPO Industry Anil Modi

  10. History of BPO in India

  11. Drivers of Industry - Then Captives lead the way – Comfort of home Non customer facing tasks – No threat Large labor pool availability – Labor arbitrage Bandwidth availability – Low Technology Challenge Initial trials very successful – Expands with more trials IT as established outsourcing practice

  12. Circle of Need Telemarketing-Negotiation & Closing Inquiry Handling Demand Management Payroll Benefits Accounts Payable Accounts Receivable General Ledger Tax Management Treasury and Risk Management Reporting Customer Acquisition Customer Retention AR/AP Customer Selection Customer Extension • Enterprise Services • Human Capital • Finance and Regulatory • Facilities Mgmt./ Admn. • IT Claims Processing Payroll Benefits Education and Training Hiring and Recruiting Personnel Administration Buy Move Make Store Policy Administration Supply Management Supply Management Document Management Billing

  13. Competitive Advantage “Make Me Money” Transformational Effectiveness-Focused “Make It Better” Enhancement Efficiency-Focused “Make It Cheaper” Utility Evolution of providers Business Value ~5% ~15% Ability to demonstrate all models to our clients ~80% Relationship Complexity

  14. Current Landscape

  15. Future Outlook The Indian BPO industry is poised to grow nearly five-fold to $ 50 billion by 2012, a study by India's National Association of Software and Services Companies (Nasscom) and consulting organization Everest Group. The Indian BPO industry employs about 700,000 people across 25 countries and accounts for about 40 % of the total global BPO offshore market. The industry aims to provide direct employment to over 2 million people in next five years in India alone.

  16. Skills – To deliver BPO Agents Team Leads Supervisors Hr Manager Quality Auditor Accounts Operations Managers Account Managers Other corporate functions like Sales & Marketing & Finance

  17. Infrastructure – To deliver BPO Clean floor layout to accommodate desk banks Desk Space ~ 70 sq ft TL/Supervisor Space at bank head HR, QA and Accounts within easy access of all banks Canteen, Recreation Area in separate area Secured Access Data Center PC’s, Phones and LAN Telecom connectivity Internet connectivity

  18. Pricing Models Manpower based ($/FTE, $/Payroll Hr) Utility based ($/minute on call) Transaction based ($/transaction) Cost + basis (Cost + $) Base + Performance ( Base ± Variable)

  19. Reasons to Outsource – Greatest Value • Flexibility • Focus on Core Business • Improve control on process • Reduce Cost • Improve Scalability • Shared Learning

  20. Reasons to Outsource – Challenges Faced • Transfer of Corporate culture • Adaptation of contracts to future needs • Closure of feedback cycle for improvement • Risk of unknown with a new partner

  21. Thank You

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