Comp Profile Director 241109

VE TELESERVICES LIMITED D-1, Sector F, Near Central Water Commission Office, Aliganj Lucknow. (UP) -226024 India. Phone: 0522-4003528, 4082540. Visit us at:

CONTENTS  INTRODUCTION  ORGANIZATION CHART  BUSINESS AREAS  OUR INFRASTUCTURE  TECHNOLOGY

FOR DOMESTIC PROCESS

 DETAILS FOR DIALER AND ACD  TECHNOLOGY

FOR INTERNATIONAL PROCESS

 DETAILS OF THE EQUIPMENTS USED IN OUR SET-UP  SERVICES AREAS  OUR ASSOCIATES  OUR

CLIENTS

 TRAINING

 PROJECTS COMPLETED  PROJECTS IN PROGRESS  PROJECTS

UNDER DESIGN AND FUTURE PLANS

 REGISTRATIONS

AND CERTIFICATES

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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INTRODUCTION VE TELESERVICES LIMITED is an organization having an extensive experience in call center /BPO related activities. In a span of around four years we have grown by leaps and bounds and are one of the leading organizations in BPO Industry. The organization’s mission is to provide quality services in the BPO industry by hiring skilled and dedicated personnel. We wish to provide services of customer delight using the state of the art technology. We are pleased to boast that we are amongst the first few organizations in Lucknow city with a 100 seats call center with the best of the people and infrastructure. We have the ability to accept clients with as small as 10 seats and up to 100 seats in our current facilities. We have the ability to open more seats as needed in conjunction with the needs of our clients to another 100 Seats. VE TELESERVICES LIMITED has the ability to provide reporting and compliance as per the client’s requirements. We are looking to build long term relationships with our clients and to help them grow their business. We can offer a “Go Live” date of within a short period time after signing of the contract. This allows us to recruit, obtain, and pull from our existing pool of qualified agents in order to maximize the campaign for your account. This time is also used to train the agents in accordance to your specifications. We have strong in-house technical and operational talent pool with 24x7 shift coverage and Commitment to Quality & Financial Stability.

ABOUT THE STAFF We are a company rich in Intellectual Capital all our key personnel have years of relevant experience in working with Global/Domestic Contact Centers 60% of our Advisors on the phones have had relevant Call Centre experience The employees in all other roles have been trained & tested for qualification, quality, commitment and competency and are also trained to enjoy challenges at work

OUR VISION To build a highly professionally and well managed company reinforced by a network of competent business associates. We intend achieving this by providing second to none economical commercial solutions. To provide outsourced business solutions to Global Customers with appropriate adherence to the Legislative, Statutory, Compliance and Health & Safety norms prevalent in the outsourcing country. To predict and manage the risk factors accompanied with outsourcing, tonsure seamless transition of business processes, in a planned and phased manner. To exceed customer requirements with the continual improvement of their existing processes using analytical tools and standardized quality improvement methodologies. We are looking forward to providing well [Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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ORGANISATION CHART

trained, quality and peerless manpower to the upcoming and well established companies.

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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OUR INFRASTRUCTURE

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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We are located only: •

500 meters away from KAPOORTHALA SQUARE (One of the prominent business Hub in Lucknow City).

•

8 KM away from the RAILYWAY STATION.

•

15 KM away from the AMAUSI AIRPORT.

•

Thus providing an easy access route to all employees and visitors

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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OUR TECHNOLOGY FOR DOMESTIC PROCESS

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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DETAILS FOR DIALER & ACD USED IN OUR SET -UP Hardware Based ACD. We have ACCORD EPBX based CTI telephony technology for Inbound / Outbound calling with 256 ports using 3 E1 lines , and AMS Server for Real Time Monitoring and separate voice logger. Routing incoming calls is the task of the ACD system. ACD systems are often found in offices that handle large volumes of incoming phone calls from callers who have no need to talk to a specific person but who require assistance from any of multiple persons (e.g., customer service representatives) at the earliest opportunity

Software Based Predictive Dialer

Switch

ACD

(Asterisk

Server)

&

In this ACD also known as Automated Call Distribution, is a device or system that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration (CTI) system. We are using Server Based Contact Center Solution from Galaxy Our Server Based call centers solution ‘Galaxy’ is the software based call center solution wherein all the voice switching and call center applications are handled on the server and software. Following are the features of our ‘Galaxy’ Server based Contact Center Solution. •

Single Vendor System: Most of the solutions and its components (OBD, CTI, ACD, Logger etc) are designed and implemented by ‘Galaxy’ hence resolves lot of vendor coordination and integration issues. Based on open Architecture: The solutions are based on the open common Technologies and offer open APIs so the customer can customize the systems according to their specific needs.

•

Low Cost Implementation and System integration

•

Faster Implementation

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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•

Low Cost of Ownership: If all the contact center channels are being integrated, Server based option provides a low cost proposition.

•

Modular Nature: Most of the product features are offered in modules that can keep the cost down as unnecessary features/ Options are not bought by the customers.

•

Flexible User Interface

•

Internet Ready: Any Internet based application for contact center can be integrated readily.

•

Implementation of a predictive dialer allows us to spare abundance of skilled manpower for administration and operations. Constrained by reliability of Server/ OS: Most of the call center based applications are based on Windows OS for server based, and windows OS are always been prone to crashing and hanging, which makes this option as unreliable, to overcome the issue ‘Galaxy’ dialer runs on Linux, which is most reliable and virus free.

•

The predictive dialer monitors the answers to the calls it places, detecting how the calls it makes are answered. It discards unanswered calls, busy numbers, disconnected lines, answers from fax machine, answering machine and similar automated services, and only connects calls answered by people. Thus, it frees agents from the task of manually dialing telephone numbers and subsequently listening to ring-tones, unanswered or unsuccessful calls.

•

A predictive dialer can dramatically increase the time of an agent spends on communication rather than waiting.

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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OUR TECHNOLOGY FOR INTERNATIONAL CALL CENTER

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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DETAILS OF THE EQUIPMENTS USED IN OUR SET-UP Name equipment

of

the No’s

Predictive Dialer

01

Manufacturer/ Provider

Date Of Purchase

% Utilize d

E-Horizon

100 %

EPBX

01

ACCORD

70 %

Predictive Dialer

01

People Tech

75%

Switch

02

D Link

100 %

Hp Laser Printers

2

HP

100 %

Switch

02

Linksys

100 %

Desktop Computers Servers Routers

100

HCL

03

HCL

02

Cisco

Linksys (pap2 adaptor)

08

Cisco

UPS(6KVA+12KVA)

04

Liebert & APC

80% AVAILABL E

%

100

ON REQUEST

%

100 85% 100 %

E1 & PRI Lines

02

TATA

50%

MPLS RF connectivity (managed VOIP 2MB)

01

SIFY

100 %

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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SERVICE AREAS Contact Center Services are VE TELESERVICES LIMITED’S primary offering. We work with clients in the India, UK, CANADA and Australia across a broadspectrum of industries and also have the expertise in delivering the following kinds of services:

OUR SERVICES • • • • • • • • • • • • • •

Customer Care Services Inbound & Outbound Voice Business Process Outsourcing Telemarketing Lead Generation Back Office Operations Professional Call Center Training / Personality Development Voice & Accent Training Software Development Technical Support Call Center Setup & Support Placement Consultancy Project Management Service Provider Relationship Management

VE TELESERVICES LIMITED has developed the outsourced call center technology infrastructure in order to build a strong scalability platform and offer a highly diverse and reliable connectivity solution to its clients. Our Technology meets global business standards and we are tied up with companies like Cisco, D-Link, HCL, MacAfee and Microsoft to cater to our telephony, hardware, network and database requirements.

SECURITY AND INFRASTRUCTURE PROCESS We use high availability and high performance firewalls for securing the parameters. Remote user authentication is done using a 2factor authentication system. The data protection during transit over public networks is achieved by setting up site to site VPNs using a 3DES encryption. Outbound monitoring on all data transfer mechanisms and all email systems is done using world-renowned antivirus software. Any change to information system and network is controlled through a documented control change process. Our Incident Management Process is detailed along with roles, responsibilities and procedures to ensure an appropriate response to IT incidents including security. Access to information and business processes is controlled on the basis of business and security requirements. [Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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OUR ASSOCIATES Our key strategic partners are CISCO, HCL, HP, PEOPLE TECH, MICROSOFT, DLINK, E-horizons, Sikkanet.

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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OUR CLIENTS

*All logos depicted here are properties of their registered owners and are shown for

reference only.

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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TRAINING @ VE TELESERVICES LIMITED In a country like India where English is now becoming a mainstream language ,Elate is making giant leaps in bringing to fore English speaking skills to the masses but with a difference as our logo itself says ‘training with panache’. The word ‘Elate’ means full of zeal and optimism (High Spirits) and we believe that with this spirit an individual should enter into a new industry. As per the requirements of our clients, we have started extensive training programs for the potential call center Executives which are tailor made to suit the requirements of the client considering the Service Level Agreements and standards of the Clients. Our most striking feature is JOB SIMULATION. The BPO industry is booming in India with the basic requirement of powerful verbal skills and the motivation to stay within the industry. In India where the unemployment rate is sky high, Call Centers have come as a boon for the many job seekers. According to a recent survey India is the topmost Out Sourcing destination for various countries due to the neutral accent and ability of Indians to adapt other accents. India provides cheap and quality labor and here’s where Elate makes its mark by providing an all round training to the candidates. According to recent news India's business process outsourcing industry will double its revenues in less than two years despite the economic slowdown and protectionist measures of western countries, confirms a report by analyst firm Gartner. The top 20 India-centric BPO service providers accounted for $4 billion in revenue in 2008, representing 5 percent of the $80-billion revenue of the top 150 BPO companies in the world .By 2010-end, the market share of India's BPOs is expected to become 10 percent as many Corporate would turn towards lowcost BPOs as part of their cost-cutting measures, Gartner said. Hence we can easily conclude that this industry has tremendous market potential and a really bright future .Our Mission is to provide Unmatched and peerless training to cater to the current industry standards. Our Aim is to prepare the candidates in such a way so that on entering in to the corporate world they don’t get nervous as a fresher, as their stint in our job simulation module helps to draw out the hesitation and anxiousness from them. [Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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CALL CENTER TRAINING PROGRAM: MODULE 1:

Introduction to call centers.

MODULE 2:

Advanced English along with voice and accent training.

MODULE 3:

Etiquettes and soft skills classes.

MODULE 4:

IT and typing skills.

MODULE 5:

Call Training.

MODULE 6:

Mock calls.

MODULE 7:

Job simulation.

MODULE 8:

Personality development and interview skills .

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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PROJECTS COMPLETED

CAMPAIGN

COUNTRY

Inbound Customer Care Outbound Telecalling Pre OGB Cases

India

India

NAME OF THE CLIENT

MONTH/YEAR STARTED

Tata Teleservices Ltd.

May 2005

Tata Teleservices Ltd

August 2007

Tata Teleservices Ltd

September 2007

Activation Dispatch Telecalling

India

Outbound Telecalling

India

Outbound Telecalling

India

GE Money.

November 2007

Activation/Dispatch Telecalling

India

Tata Teleservices Ltd

November 2005

Outbound Sales

UK

Lets Call

November 2006

Outbound Sales

Australia

Whisper Mobile

January 2007

Outbound Sales

USA/UK

Mayatel

November 2006

Outbound Sales

USA

Shoreline Group LLC

April 2007

Reliance communications.

December 2007

PROJECTS IN PROGRESS [Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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PROJECTS UNDER DESIGN / FUTURE PLANS CAMPAIGN

COUNTRY

NAME OF THE CLIENT

MONTH/YEAR STARTED

Outbound Telecalling

India

Tata Teleservices Ltd.

November 2004

Telecalling Regarding Address Verification

India

Tata Teleservices

April 2008

Outbound TeleCalling Regarding Post OGB Cases

India

Tata Teleservices

April 2009

Dealer Help Line

India

Tata Teleservices

September 2006

Marketing Helpline Inbound

India

Tata Teleservices

November 2005

Retention Telecalling

India

Tata Teleservices

March 2007

B2B Telecalling

USA

KLUE Inc

Dec 2008

Outbound Sales

USA

Health Solutions Network

November 2007

Online Examination

India

Sify Ltd.

May 2008

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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Years of effort put in to render the best and 100% Quality service to our clients has earned a huge good will for us. We are being contacted by companies which are well established in the field of operations from USA, Canada, UK and Australia looking forward to outsource their business to us. We are looking forward for fruitful negotiations with a few clients (regarding Inbound, Outbound/KPO/Inbound up selling process etc.) and we have projects on the cards for the next few months with products ranging from telecom to finance.

Currently Planned Projects Telemarketing Project regarding Insurance Products catering to Domestic clients. Telemarketing Project Regarding Finance Products & Services for a UK based Client. Establishment of a RPO unit to provide recruitment services to companies. Opening of our new branches for Training Centers across various cities in Uttar Pradesh . We intend to expand our business as we are looking forward for tie-up with renowned international companies dealing with recruitment, abroad placements and training personnel as well as outsourcing contact Center Solutions. This is enabled by the environment at VE TELESERVICES LIMITED which favors and fosters expansion & that too not only in terms of increasing the magnitude of our call center or the number of processes we are running, but also venturing into others fields with immense scope for growth. We plan to associate ourselves with various government organizations in order to streamline their Customer Relationship Management activities and providing Customer care services/ Helpline Services.

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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REGISTRATION & CERTIFICATES VE Teleservices Ltd was incorporated under the Companies Act 1956 on 16 Dec 2005. Company Registration No: U64203UP2005PLC031093

We are registered with: •

Department of Telecommunication (New Delhi) For Carrying out both International and Domestic Call Center related activities

•

Small Scale Industries

•

Shops and Establishments

•

Service Tax

•

PAN No: AACCV1771A

•

TAN No. LKNV05402F

•

ESI/EPF

Registration No 164-ST/BAS-34/LKO-II/2006-07

CERTIFICATES Currently our Quality Management is ISO 9001:2008 certified and we intend to go for other certifications in the near future.

Regards

Vivek Dembla (Director)

[Registered office D-1, SECTOR F, ALIGANJ, LUCKNOW, UTTAR PRADESH -226024 (INDIA) TEL: (0522) 4003528 Email: [email protected], visit us at: www.veteleservices.com]

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