Frozen Fire

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Presentation for Vishnu Solutions Pvt Ltd
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Table of Contents
Page 3 4 Overview Mission Statement Page
5 Financial Overview Page 6 Transition
Methodology Page 7 8 Employee Welfare
Schemes Page 9-12 Client Detail Page 13-17
Case Study Page 18 Voice Of Client Page
19 Operations Overview Page 20-23 IT Setup
Data Security Page 24 Contact Detail
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VISHNU SOLUTIONS PVT LTD (An ISO 90012000
Company)
Over the last 9 years (Operation started in June
2000) we have developed experience in the
following cross industry offering services for
the Telecom, Insurance, Banking, Financial,
Travel Hospitality industries. We have become
the strategic choice of serving Fortune 500 and
mid market companies located across UK, USA and
Australia and India too. In our pursuit of
performance improvement in client services, we
have developed and implemented newer and
innovative quality check measures that have
powered the rapid growth and development of
Vishnu Solutions.
BACK
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OVERVIEW

• Vishnu Solutions was established in June 2001.
• It is located in downtown calcutta, India.
• The Contact Center belongs to the Bajoria
  Group of companies.
• The Group already manages 600 people.
• Total turnover of the group is well over us
  2,00,00,000.
• State of art contact center equipped with
  state of the art technology.
• We cater high end, outsourced telemarketing
  services globally.
• Our services include both outbound inbound
  telemarketing.

MISSION STATEMENT
Our mission, at the core of our strategy is
totally customer centric. We assure the
consistency of the excellent quality service we
offer. Exceeding the expectations of clients and
their customers is the goal of our every trainer.
Team leaders and TSR's......it's one more way
that we demonstrate the value of choosing Vishnu
solutions for outsourcing and co-sourcing needs.
We endeavor to provide telemarketing solutions
and exceed customer expectations.
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Transition Methodology

• Hiring We have tie up with different
  consultants to hire people. There are 3 round of
  interview takes place for selection. After
• 3rd round, they need
  to go through clients interview. Only on
  successfully completion of that a candidate gets
  selected
• for CCE.
• Training We have separate training
  department with all the training facilities.
  After Induction we start with Generic training
• which is the intro of
  call center activities followed by Production
  Training and Floor training. Client conducts
  certification
• after the training
  period. Only certified candidates are given the
  opportunity for calling and for unsuccessful
  candidates
• re-training takes
  places for 3 days.
• Quality Our Quality team is backed by
  very experienced analysts which consist of people
  with an experience over 15 years with a
• mix of new generation
  breed of professionals in various business
  domains like services, logistics, banking,
  manufacturing
• and information
  technology where they have carved a niche in
  their own respective business domains. We
  generally audit
• 2 calls per telecaller
  per day or as per clients requirement. Weekly
  quality score is published to encourage the
  telecaller.
• Information security- We use firewalls for
  information security and also only specific sites
  can be accessed by the employees due
• to high security.
• Disaster recovery- We use alternative
  Internet lines, also we have alternate PRI lines
  from 2 different vendors. All the other
• supporting disaster
  recovery tolls are used for safety purpose.

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EMPLOYEE WELFARE SCHEMES

STATUTORY WELFAREThe
statutory welfare schemes include the following
provisions Drinking Water At all the working
places safe hygienic drinking water is
provided. Facilities for sitting suitable
seating arrangements are provided. First aid
appliances First aid appliances are provided and
readily assessable so that in case of any minor
accident initial medication can be provided to
the needed employee. Wash Room A sufficient
number of ladies and gents washrooms are provided
in the port area in the vicinity of the work
place of the office premises and maintained by an
outsourced agency. Pantry facilities Cafeteria
is provided so as to provide hygienic and
nutritious food to the employees. Lighting
Proper and sufficient lights are provided for
employees so that they can work safely during the
night shifts. Changing rooms Adequate changing
rooms are to be provided for staff to change
their cloth if required. Adequate lockers are
also provided to the staff to keep their clothes
and belongings.
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EMPLOYEE WELFARE SCHEMES

NON STATUTORY
WELFARE Many non statutory welfare schemes may
include the following schemes Flexi-time The
main objective of the flextime policy is to
provide opportunity to employees to work with
flexible working schedules. Flexible work
schedules are initiated by employees and approved
by management to meet business commitments while
supporting employee personal life needs, this
facility is provided to all back office
employees. Employee Assistance Programs Various
assistant programs are arranged in house like
counseling service so that employees or members
of their immediate family can get counseling on
various matters. Harassment Policy To protect
an employee from harassments of any kind,
guidelines are provided for proper action and
also for protecting the aggrieved
employee. Maternity Adoption Leave Employees
can avail maternity or adoption leaves.
Medi-claim Insurance Scheme This insurance
scheme provides adequate insurance coverage of
employees for expenses related to hospitalization
due to illness, disease or injury or pregnancy.
Employee Referral Scheme The employee referral
scheme is implemented to encourage employees to
refer friends and relatives for employment in the
organization. Transportation The organizations
provides transportation facility to all night
shift and evening shift employees from home till
office . Loans and Advance on Salary We
provides loan facility on three different
occasions Employees are provided with financial
assistance in case of a medical emergency.
Employees are also provided with financial
assistance at the time of their wedding. Thirdly
for any educational purpose. Employee can alos
avail a slary advance upto 50 of his salary
before the salary due date.
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Detail of Client - Domestic
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Detail of Client - AUSTRALIA
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Detail of Client - UK
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Detail of Client - USA
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CASE STUDY INTERNATIONAL
AUSTRALIA Telecom Process This client was one
of the leading Australian Telecom company who
decided to take the outsourcing route for the
first time, and chose to partner with us for
their requirements. As the client wanted to
increase the number of B2B B2C customers across
Australia. The client laid down certain
mandates to which we justified and closed the
deal for an International outbound call
centre The task force of agents plunged into
tele marketing of all existing customers of the
telecom company and inform them about their
offers. The callers urged customers to visit
the nearest retail outlets of our client which
was well looped with the clients sales /retail
sales team. This generated huge number of leads
thereby enabling immense market presence with
sales of retail business shooting over 69 over
the previous year. BILLING PROCESS We did the
processing of the bills for each customer, it was
through a CRM and a billing platform provided by
the client. We used to generate the bills and
send them through email. They in turn then used
to print the bills and post them from Australia.
The total cost saving for the client was nearly
60 compared to Australia. CUSTOMER SERVICE All
customer service related issues like complaints,
billing issues, activation of services were
handled by us during the graveyard shift in
Australia. The cost saving was nearly 80, when
compared to Australian costs. Though our client
was a well-established Telecom company with a
huge customer database. Time was of the essence
on this project, wherein we had to reach the
entire customer base. VSPL offered high standard
of service delivery with maximum output of the
data supplied in turn led to client extending
the project for another year . Next, our
analysis with the Telecom Company revealed that
this was their first foray into the world of
outsourcing. We took the time to provide insight
to the company on the way the outsourcing model
works, and how it can culminate into increasing
substantial revenue growth. VSPL worked in tandem
with the client to ramp up rapidly and set up the
outbound call center. The client selected the
call center agents and trained them online as
well as in house. Agents worked on this project
out of multiple delivery centers to provide
redundancy on this project, where time was
critical. This also acted as a business
continuity plan with a sizeable share in revenue
from this project. A satisfied client ! The
client was more than satisfied with that VSPL
agents as they were able to reach out to ALL the
people in their database - each and every person
on the database was called and informed about the
offers. Besides this, the other tangible
benefits were Quick turnaround time Significant
cost savings VSPL helped build customer loyalty
for the Telecom company. Other facets of this
project specially appreciated by our client Our
initial information sessions with the company
regarding the way the outsourcing industry works
was very helpful to them in planning and
forecasting their next outsourcing venture.
VSPL was very flexible in incorporating changes
to the sales pitch that were made at regular
intervals by the client.
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CASE STUDY INTERNATIONAL
USA Collection Process This customer was a
Collection Agency who decided to outsource their
collection process for both Inbound Outbound
services since Oct 2008. The client wanted to
increase their margins through collection
through outbound calling and hence set a target
of per day collection. VSPL implemented all their
strategy of collection thereby depleting huge
pending cases . Further their cases were
streamlined and customers would pay at their
collection centres. Taking their project forward
in June 2009 we were given the service
contract for their inbound call . In this
project customers call in the helpline numbers
set up at our location thereby focusing on
resolving the query . This project has by and
large given us a good standing in delivering
collection targets and working on
deadlines. Clients include Quest Diagnostic,
Provo croft Our agents are FDCPA certified
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CASE STUDY DOMESTIC
TELECOM 1 We started in Nov 2007 with 14 seats
for prepaid and 8 seats for postpaid for a
Telecom Giant Kolkata West Bengal customers. In
prepaid we started with STV Top up promotion,
Grace Calling Retailer calling. In postpaid we
started with Plan up gradation. PRE TO POSTPAID
CONVERSION CALLING (MOBILE LANDLINE), PLAN
UPGRADATION FOR POSTPAID, POST PAID PACK
ACTIVATION (MOBILE LANDLINE), PREPAID GRACE
REMINDER CALLING etc.
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CASE STUDY DOMESTIC
TELECOM 2 We started in June 2009 with 25 seats
for prepaid Kolkata West Bengal customers. In
prepaid we started with VAS calling with 15 seats
and KYC calling with 10 seats. Being focused
on Quality as well as revenue we landed in
acquiring the entire contract of all the outbound
seats in the offering .Thereby within 5 months
i.e. in October 2009 the company selected VSPL
and increased 30 seat to 55 seats, their FIRST
and ONLY outbound call centre in Kolkata KYC
CALLING, VAS CALLING, GRACE CALLING, WELCOME CALL
FOR POSTPAID NEW CONNECTION etc
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VOICE OF CLIENT
During the business review for May 2010 TELECOM
1 Kolkata circle has conducted a Reward
Recognition program from Vishnu Solutions Pvt Ltd
as our company has generated revenue of Rs. 31,
00,000/- during 1st quarter. As we are
providing good quality service, Securities 1,
Chennai HO has outsourced their marketing
business to us instead of having quality call
centers in Chennai. They are satisfied with our
services and planning to outsource other
processes to us. Telecom 1, Australia has
outsourced their business to VSPL since 2006 and
we are they one and only choice of Telecom 1.
They have outsourced their entire sales campaign
to VSPL in India. Telecom 2 is planning to
outsource further seats for Telecalling and as an
existing OSCC, VSPL is their 1st choice.
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OPERATIONS HIERARCHY
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IT SETUP

• VISHNU SOLUTIONS has in place state of the art
  technology to meet the global challenges. Its
  capability and equipment consists of -
• Connectivity - IPLC -2 MBPS- Links Kolkata-U.S.A.
  (Co-location in Miami)
• Capacity - 220 X 3 seats, mainly outbound
• Equipment Vendors - Nortel, Compaq, Plantronics,
  Liebert, Lucent Certified Cable, Cisco,
• Honeywell
• Predictive Dialer - MUX - in U.S.A (Co-location
  in Miami)
• Nortel Passport 7480 Multi Service Switch at both
  ends
• Nortel Meridian Voice Switch
• 100 MBPS Bay Network Layer 2 Switch
• Compaq Multi CPU XEON Server with RAID 5
  Compliance
• CISCO Router
• Gigabit structured cabling with Lucent
  certification
• Complete power backup from Liebert
• 100 KV electricity generation capacity
• Adequate spares at each location to ensure
  continuity
• Redundancy at every stage to ensure smooth
  operations
• It has in place a dedicated technical team of
  engineers, technicians, software experts and
  support staff.

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IT ARCHITECTURE
Passport 6480 2 CP, 2 V35, 4 E1
Card 172.16.172.1/24
IPLC From VSNL MCI
Ascom COLT-2 Line Driver 1984Kbps
Lan 10.101.0.1/16
Cisco 2621 2 Wan, 2 Lan Wan 172.16.172.2/24
Meridian Option 11C (II) 1 Power Supply, 1 CPU, 3
Digital Extension Card
Crone
Compaq Proliant ML530 Server 10.101.0.15/16
BayStack 450-24T Switch 24 Port Switch X 8
Nortel 3901 with Headset
Compaq DeskPro SB
200 Agent Workstation Running On DHCP Range
(10.101.0.50 - 195/16)
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DATA PROTECTION

• On behalf of our clients, we need to collect and
  use personal data about people including past,
  present and prospective Clients in order to carry
  out business and meet our clients' requirements
  effectively. We recognize that the lawful and
  correct treatment of personal data is very
  important to successful operations and to
  maintaining investor's confidence in ourselves
  and in our clients.
• Any personal data that we collect record or use
  in any way whether it is held on paper, on
  computer or other media will have appropriate
  safeguards applied to it to ensure that we comply
  with our contractual obligations of
  confidentiality. We aspire to adhere to certain
  generally accepted principles of data protection,
  to the extent these are in our control as service
  providers.
• These general principles state that personal data
  must be
• Fairly and lawfully collected and processed.
• Processed for limited purposes and not in any
  other way which would be incompatible with those
  
• purposes.
• Accurate and kept up to date.
• Not kept for longer than is necessary.
• Kept secure
• Delete all customers data after 3 months of
  receipt

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DATA PROTECTION..

• In order to meet the requirements of the
  principles, we will
• Observe ethical practices regarding the fair
  collection and use of personal data.
• Collect and process appropriate personal data
  only to the extent that we are obliged to by
  contract or to
• comply with any legal requirements.
• Ensure the quality of personal data used.
• Hold the data only as long as we are required to
  by contract or by law.
• Take appropriate security measures to safeguard
  personal data.
• To maintain the policy we use different tools as
  follows
• Internet ProtectionWe Use Juniper SSG-5 to
  control unwanted internet access
• and Monitor the internet
  usage by content filtering and setting up alarm
  for
• unwanted
  usage, this also protects against Trojan, Malware
  and Spyware attacks.
• Data Theft Protection-We use Espy Key logger, to
  track system activity. Use
• 
  also use USB device activity analyzer to get
  the real time USB usage
• 
  details. We also centralized network monitor
  tool to track real time
• 
  data transfer.

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INTERNET AND E-MAIL POLICY
Internet and E-Mail Policy Voice mail, email, and
Internet usage assigned to an employee's computer
or telephone extensions are solely for the
purpose of conducting Company business. Some job
responsibilities at the Company require access to
the Internet and the use of software in addition
to the Microsoft Office suite of products. Only
people appropriately authorized, for Company
purposes, may use the Internet or access
additional software. Software Access
Procedure Software needed, in addition to the
Microsoft Office suite of products, must be
authorized by your supervisor and downloaded by
the IT department. If you need access to
software, not currently on the Company network,
talk with your supervisor and consult with the IT
department. Internet Usage Internet use, on
Company time, is authorized to conduct Company
business only. Internet use brings the
possibility of breaches to the security of
confidential Company information. Internet use
also creates the possibility of contamination to
our system via viruses or Spyware. Spyware allows
unauthorized people, outside the Company,
potential access to Company passwords and other
confidential information. Removing such programs
from the Company network requires IT staff to
invest time and attention that is better devoted
to progress. For this reason, and to assure the
use of work time appropriately for work, we ask
staff members to limit Internet
use. Additionally, under no circumstances may
Company computers or other electronic equipment
be used to obtain, view, or reach any
pornographic, or otherwise immoral, unethical, or
non-business-related Internet sites. Doing so can
lead to disciplinary action up to and including
termination of employment. If any site is
required to be accessed by the employees/managemen
t, it has to be approved by email from our
Technical department and management and then only
the internet can be accessed. No personal mails
can be opened and no messenger services are
installed in any machines. Our HR department
access www.naukri.com website for some official
purpose, but HR department has different IP
address to access the website. Email Usage at
Company Email is also to be used for Company
business only. Company confidential information
must not be shared outside of the Company,
without authorization, at any time. You are also
not to conduct personal business using the
Company computer or email. Please keep this in
mind, also, as you consider forwarding
non-business emails to associates, family or
friends. Non-business related emails waste
company time and attention. Viewing pornography,
or sending pornographic jokes or stories via
email, is considered sexual harassment and will
be addressed according to our sexual harassment
policy.
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INTERNET SECURITY DIAGRAM
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CONTACT US
VISHNU SOLUTIONS PVT LTD
14-B, Camac Street Calcutta 700 017 West
Bengal-India Ph 91-33-2281-5481/82 Fax
91-33-2281-3748 contact_at_vishnusolutions.com www.v
ishnusolutions.com Mobile [phone]
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