BPO - Amtex Systems

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BPO Services

Index

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Company Overview

Business Portfolio

BPO Infrastructure

Services Provided

Risk Mitigation

Differentiators

Talent Acquisition & Retention

Our Clients

Management Team

Company Overview

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11 year old New York based company

60 Million USD annual Revenue

Business focus on BPO

2 nd

Largest privately held consultancy firm in New York

24/7 state of art call center in India

World wide offices with 1500 Employees

Business model can reduce cost up to 40%

Our Client base covers wide range of industries

Business Portfolio

Consultancy

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Have placed more than 750 consultants in diverse industries.

Software Testing

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State of art testing facility in Chennai employs 150+ engineers and software professionals. Our clients include cutting edge

Business Intelligence companies and Data Integration solution providers.

BPO

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We provide range of services from Tele-sales, Customer

Service, Loyalty / Customer Retention and Remote Technical

Support.

BPO Infrastructure

Amtex operates a scalable and robust technology infrastructure consisting of proprietary and customer developed applications and a completely converged secure global network.

All critical components have redundancy and are designed to seamlessly allow redirecting traffic from one location to another. Amtex can integrate its systems with their client applications to align with client business process.

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500 seats capacity call center in Chennai

In-built resilience to ensure 100% uptime

4 Mbps MPLS Bandwidth between Chennai and New York

6 Mbps Internet Bandwidth

16 x E1 = 480 International Voice Circuits

VPN Connectivity to clients for secured communication

Outbound capacity

Predictive Dialer, Siemens EPABX and ACD, HP Enterprise Class servers and Database for B2C and B2B campaigns

Inbound capacity

Toll Free and Geography specific Toll Numbers, Siemens ACD,

24 x 7 support

Our Offerings

Industry Verticals

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Telecom

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Internet Services

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Banking & Financial

Retail

Health care

Horizontal offerings

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Market Research / Market Surveys

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Technical Support services

Customer Relationship Management

Customer Infrastructure Support

Industry Verticals

Our services offered cut across multiple industry verticals providing operational excellence, in-depth domain and functional knowledge.

Telecom

Sales & Marketing

B2B Lead

Generation campaigns

Customer

Relationship

Management

Order

Management

Customer

Retention

Initiatives

Retail

Online catalog sales support

Track and Trace

Support

Payment Processing

(NSF / BACS)

Inventory Management

Internet Services

Telemarketing B2C campaigns

Lead Generation for

B2B campaigns

Reconciliation

Asset Financing

Lender Support

Services

Customer Retention

Initiatives

Banking and

Financial

Mortgage

Processing

Credit Card Sales

Healthcare

Virtual Front

Office

Accounts

Receivable

Management

Customer Help

Desk

Accounts

Receivables

Medical Coding

Horizontal Offerings

Amtex operation team’s strength lies in domain knowledge and quality driven processes. The services can be tailor made to suit client requirements. Our expertise listed below

Technical Support Services Finance & Accounting

Remote Desktop Support Accounts Payable

Customer Relationship

Management

Customer Generation Services

Remote Network Management

Accounts Receivable Customer Retention Services

Remote Software Services

Remote Infrastructure

Management

Customer Life Cycle Management Services

Help our clients increase revenue, expand margins, increase customer satisfaction, reduce churn and help overall competitive differentiation

The following summarizes our Customer Life Cycle Management services

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Customer Care

Presales, Shipping/Delivery queries, Warranty Entitlement

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Account Management

Customer Acquisition and Retention, Sales Lead Management.

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Technical Support

Level 1,2 and 3 support

Customer Service Credentials

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Experience in customer retention / Customer Query handling in

Telecom / ISP / Health care / Retail

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Call answer within 3 rings, First call resolution, Fault dictionary for speedy resolution.

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Partner Mentality -- 100 % engagement top to bottom rapid response to ever changing customer needs.

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Scalable in terms of infrastructure, manpower and processes.

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Solutions aligned with customer needs to achieve improved

Customer Satisfaction.

Service Provided

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100 seats x 16 hours - Tele sales campaign for one of the leading

Internet Service Provider in USA

80 seats x 16 hours - Tele sales campaign for a US mobile company

60 seats x 8 hours - Market Research for Fast Food Restaurant chains in USA

65 seats x 16 hours - Selling VOIP products in Telecom domain

100 seats x 16 hours - Selling Satellite TV services

30 seats x 8 hours - Technical Help Desk for one of the leading software company in US

40 seats x 10 hours - Remote management Auto Spare parts supply chain

30 seats x 16 hours - Inbound Customer sales verification for telecom products

30 seats x 8 hours - B2B Appointment fixing for high value software products

Quality

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Consistent and committed delivery of value to our customers and innovate to continually improve our offerings by review of people, and processes.

Well documented policies and processes

– ISO 9001:2000

Innovation and continual improvement

– integral part of our QMS framework

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Six Sigma methodology for continual improvement of processes and performance.

Risk Mitigation

Key components of Risk are in

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Process Mitigation

Proven migration and management methodology

Experienced process migration teams

Phased migration capability

Disaster Recovery and Business Continuity

Our delivery infrastructure provides multiple levels of Disaster Recovery, available all processes as a chargeable service.

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Technology Reliability

State of Art technology implementation from CISCO (WAN, Routers),

Siemens (Switch), ININ (Predictive Dialer), HP (Servers)

Trend Micro Anti virus, daily backup and offsite storage, IPSEC/PPTP/L2TP based VPN capabilities etc.

Information Security

Amtex practices various methods to achieve data security needs of customers and for its internal need of securing information assets.

Differentiators - AMTEX USP

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Present in US as well as in India - Helps in close coordination with client as well as reduce the operating cost

Amtex is ISO 9001-2000 company - certified by TUV SUD

Quick Scalability - Our infrastructure as well as manpower resource can be augmented to scale up at short notice

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Inbuilt Disaster Recovery options in every respect like

3 different vendors for Voice connectivity

2 different vendors for Internet connectivity

Multiple UPS in “n+1” redundancy mode backed up by 250 KVA Diesel

Generator

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Stringent Data Security Management

Our information security policy covers the Operations, IT, MIS, Admin,

Finance and Quality Departments.

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Employee responsive HR practices

Differentiators - AMTEX USP

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Difference

Clients expect delivery, clients demand delivery and delivery is what it boils down to at the end of it all. Delivering results is our primary focus at Amtex

Systems, Inc. Our quest is to develop partnerships with each of our clients, identify opportunities, manage obstacles, define and exceed goals and target to achieve success.

Know Customer Service

- 10 yr Unblemished Customer Retention/ Proven Delivery Model

Solutions Aligned with Customer Needs

- Improved Guest Experience

Partner Mentality Total Engagement Top to Bottom

- Rapid response to ever-changing needs

Multi-Channel Solution

- Supportive Innovations in response to customers

Managed Efficiencies

- Proven cost effectiveness while improving customer satisfaction

Scalability

- Resource and Manpower

Benefits to Clients

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Cost Savings

– Average cost of a qualified technology call center professional costs at least $ 5000 per month and non technology professional cost $ 4000. Whereas Amtex can source qualified professional at fraction of this cost in Chennai and pass on this benefit to the client.

Our client can focus on their core business, devising strategies and its implementation which will help to improve the profitability as well as the overall revenue performance

Abundant supply of qualified manpower enables our client to scale up the call center at short notice.

Talent Acquisition & Retention

People are the most critical component of Amtex’s quality delivery mechanism. It hires best-of-breed talent, train them assiduously and provide them with a winning and growthoriented work culture that emphasizes on continuous learning, achievement, best practices and attractive reward schemes.

Amtex encourages intra / entrepreneurial managerial talent and the ownership of responsibility

All CSR are college graduates and have suitable skills

All team members are selected strictly based on established criteria considering customer's requirements

Amtex looks for folks with the kind of skill, interests and background that would be an asset for your kind of business

Candidates are screened and tested for English language skills, both written and spoken, as well as pressure taking capabilities.

Our Clients

Our Management Team

Sunny Pokala

– CEO

Has over 15 years of experience in Financial Services, Telecom,

IT and ITES domain. Has worked in blue chip companies like JP

Morgan and AIG. Currently heads the BPO division at Amtex

Systems.

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K.Sankaralingam - COO

He has more than 26 years experience in Telecom, IT, and ITES domains and a profound experience in managing independent profit centers. Graduate Engineer from Madurai University and Postgraduate in management from IIM, Calcutta.

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Mythili

Chief Financial Officer

Heads Finance, Accounting and Internal Audit. She has more than 20 years experience of post qualification experience.

Thanks You

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