Вы находитесь на странице: 1из 39

Tiffany Building, 1st 2nd 3 rd & 4th floor

Hiranandani Estate
Off. Ghodbunder Road
Thane (West) – 400 607
Group Members
Names Roll No

• Prasad Nadkarni 61
• Girish Rathod 78
• Prathamesh Potdar 75
• Pratik Vartak 115
• Swapnil Wargaonkar 120
• Shailesh Sargade 83

PROJECT GUIDE : Prof R.Balashankar.


Flow Chart
1. Introduction to BPO Industry.
2. Introduction to Convergys.
3. Processes of Convergys.
4. Core competence and Competitive priorities.
5. WFM
6. Achievements and Future prospects
What is BPO?
• Strategic use of outside resources to
perform activities.

• Strategy by which organization contracts


routine functions(non core) to service
providers.

• Service provider is responsible for execution


of a business process and also improving it.
Why do Companies
Outsource?
• Reduce Cost.
• Improve Efficiency.
• Additional Expertise.
• Specialized Technology.
• Better Solutions.
• Overall Development of
Outsourced Process.
• Concentration on Core
Competencies.
Market Share

Global BPO Industry worth 120-150 billion dollars, of


this the Indian BPO is estimated to be some US $11.4
billion.

The $11-billion Indian BPO industry will reach $30


billion by 2012.

The Indian BPO Industry employs 6,00,000 people


approx.
Global Geographical Distribution
of BPO providers
What Sectors do they
Serve?
Telecom Industry
Travel & Hospitality Industry
Technology Industry
Banking/Financial services
Insurance Industry
E-commerce & Retail Industry
Industrial Sector
Distribution Sector & many
more
About Convergys
• One of top provides of outsourced customer service in world.

• Serving customers in 70 countries.

• 75,000+ employees in each countries.

• Operating in 30 languages.

• 75+ contact, service and data centres in the U.S., Canada, Latin
America, Europe, the Middle East, and Asia.

• 2 Data Centres Convergys has 1.7 million customer .


Three Business Segments

• CUSTOMER CARE Provides outsourced


customer care services.

• INFORMATON MANAGEMENT Provides


outsourced billing and information services.

• EMPLOYEE CARE Provides outsourced


employee care services.
Indian Operations
• Bangalore

• Gurgaon (Indian Headquarters)

• Hyderabad

• Mumbai
– Tiffany Building, 1st 2nd 3 rd & 4th floor
Hiranandani Estate
Off. Ghodbunder Road
Thane (West) – 400 607

• Pune
Client of Convergys
• Micro Soft
• Optus
• Chrysler
• JPMC
• MSN
• Whirlpool
• DuPont
• Avaya
• Fifth Third Bank
Competitors
Optus
• SingTel Optus Pty Limited is the second largest
telecommunications company in Australia.

Key Optus products and services include:


• Fixed Telephony
• Mobile Telephony
• Internet Access
• Cable Television
• Leased Lines
• Data Transmission
Process
• Customer Service
• MAC(Post Paid)
• ULL
• Pre Paid Activation
• Customer Retention
• Online Sales
Mobile Activation Centre (MAC)

• CHOWN
• PORT
• New Activation
• Upgrade
• Customer Retention
Systems
• ICON
• Transact
• Arbor
• OPOM
• SOS
EVALUATION MODEL
• Agents in MAC 155
• Approximate Calls Handled/Agent 35
• Call Quality 6.2%
• CSI 80 %
• Service Level 80%
• AHT is 400 seconds
Core Competencies
• Provide multiprocess, global human
resources and customer care business
process outsourcing (BPO) capabilities.

• Serve world’s leading companies in


many industries, including
communications, financial services,
technology, and consumer products.
Competitive Priorities
• Flexibility
• Time
• Innovation
• Cost
• Quality
Flexibility
• Flexibility required for quality
services

• Never dissatisfy customer

• Real Time Call Management System


– Reschedule
Time
• Speed of service invaluable in service industry

• Stipulated in Client Contracts

• Response time of 20 sec

• Required over 80% of calls

• AHT maximum of 400 sec


Innovation
• Competes by Up-to-date technology

• Does not spend money on new


innovations

• New technologies used


– IVR
– ICONS
Cost

• Does not believe cost should be a


factor

• Charges average or above average


to clients but does not compromise
on services provided.
Work Force Management

4 STEPS

• FORECAST
• SCHEDULING
• REAL TIME
• REPORT/ANALYSIS
Report

analysis
Forecasting
• Process of estimation in unknown situations.

• Used in the practice of Customer Demand


Planning in every day business.

• Eg: Expecting 1600 calls on a particular day.


This forecasting is based on last years data for
the same day.
SCHEDULING
• Scheduling is the process of deciding how to
commit resources(Employees) between a variety
of possible tasks.

• Eg: Schedule – 40 calls/person.


Forecasted calls for that day-1600.
Now since 40 calls – 1 person
1600 calls- ?
i.e. 1600calls*1person/40calls = 40 persons.

• So to handle 1600 calls 40 persons are scheduled


in shifts.
Real Time Call Management

Now on that day due to some reason the head


count has dropped to 35 from 40  Crises
generated.

• To handle these situation RTCM is done.


Now 40 calls – 1 person
? - 35 person
i.e. 35person*40calls/1person=1400 calls
So here 35 persons will be doing 1400 calls and
as per forecasting of 1600
shortcoming for 1600-1400 = 200 calls .
Real Time Call Management
Actions taken to overcome shortcomings:-

• Rescheduling of breaks.

• Cancellation of meetings.

• Overtime.
REPORT/ANALYSIS
• For maintaining strong reports of day to
day activities.

• To resource past years data for predicting


the call flow .

• Analyze the decision taken on that


particular day was upto the mark or any
further changes have to be done if the
same incident is repeated.
ACHEIVEMENTS

• 2005: November 2nd, Convergys


signs largest HRO deal with DuPont
for $1.1 Billion

• 2006: March 23rd, Convergys named


one of “America’s Most Admired
Company”for sixth consecutive year
according to Fortune Magazine.
FUTURE OUTLOOK
o New horizon: specialized services to newly
emerging industries like retail, fashion, apparel
or automobile components.

o Customer relation management (CRM).

o Improving between the government and


industry.
FUTURE OUTLOOK
contd…
o Great number of employment up to 0.4 million.

o Large number of English speaking college


graduates.

o More and more foreign technological firms


setting up.

o Limited work skills and experience .

o Neglect in the system.

o Media industries.
Rise in Rupee Value leads to fall
in Outsourcing
• Appreciation of Indian rupee.

• Core Objective of outsourcing to India has been


affected.

• Inflation in country has added problems.

• The world economy is going through recession.

• Better to have a job than to have no job.


Counteract
• Flexibility in Operations

• Result Oriented Solutions

• Go Beyond Cost Saving

• Develop Knowledge Industry (Specific)


What more should be
Done ?
• Farm & Hunt Strategy should be implemented.

• Farm for more projects from existing clients.

• Farm for more projects from new clients.

• Hunt for new business in same industry domain.

• Hunt for new business in new sectors & Industries.


What more should be
Done ?
• People seeking a career in BPO Industry
should develop Industry Knowledge.

• Understand Retail & Banking better.

• Campus programme in partnership with


BPO Co. to enhance curriculum & create
sensitization

• Industry should become more outcome


based.
THANK YOU