Operational & Business Development Progress

CRD Insourcing

Table of Contents
Beginning The BPO Pilot (Jan 2010)
BPO Pilot Results (Feb April)

In House Business Development

Phase 1(May June) Phase 2(July Aug) Phase 3(Sep till date)

Business Development Process Results of Our Efforts

Projects in Pipeline

Enablers - Where do we stand Moving Forward

Beginning The BPO Pilot

Jan - 2010

CRD 2011 vision of converting TP call center from a cost center into a revenue center Currently, TP does not have a BPO license; therefore, Outsourcing partner was used for this pilot Closely monitored TP agents and their performance to gauge practical business viability for the Insourcing business case Short listed Internal CRD employees with prior BPO experience to work on Pilot Basic Training provided on Geography, Language and Telesales to Kickstart

BPO Pilot results

Feb 2010 April 2010

Successful 2-month BPO pilot conducted in collaboration with OSP, Abacus Consulting
Pilot Summary
Target: 50% of cost Target: 100% of cost

$6,000
$5,000 $4,000 $3,000 $2,000 $1,000

Achieved: 55%

Achieved: 96%

$4,715 Cost $2,800 Achieved

$4,979

$4,919

$February March

Challenges faced Very long sales process No visibility of sale 60% revenue leakage Too many actors involved

Number of seats: Pilot duration: Total revenue: Maximum achieved Profit per seat :

8 2 months USD 7,515 USD 358*

In-House Business Development Phase 1

Cold Call Email

(May June) The Group support

Seeking the group support for possible business opportunities among the Telenor group

Client Profiling
Initiate Talks
Industrial Sector Telecom Sector Financial Sector IT/software development sector Medical Sector Commercial Sector

BD Channels
Telephone Canvassing User Groups LinkedIn/Social Networking Channels E-Mail Campaigns Referrals Qualified Leads Yellow Pages BPO Brokers

Pilot Launch

In-House BD Team

RFP

Follow Up

MAJOR Milestones

BD Targets Locked
50 Companies/Day BD Database of 500+ SMEs Daily Follow Up Daily 50 Emails + 20Calls Weekly BD Dashboard

a. b.

c.

d.

Acquired More than 200K database of US Companies Targeted Airline, Telecom, Hotels, Food Chains, Doctors through bulk emails & cold calls Started regular In House BD efforts through Prepaid Numbers to overcome the License & Technology Issues Conducted In House Pilot for a Survey Project in UK using Skype In House

In-House Business Development Phase 2

Target Industry Telecom MVNOs

(July Aug)

Major Milestones a. Brought a direct LDI company(GeoNet) in USA on table for business viability b. Acquired Approval to hire a permanent BD Team with technology setup c. Made prospecting an integral part of BD process
CHALLENGES FACED

Geographic
Area

Had to sell outsourcing concept instead of services Negligible response on email marketing SMEs do not have dedicated contact centers Due to vast range of services it was hard to sell the complete SOW to one client

Channels Used for BD

SOCIAL NETWORK

In-House Business Development Phase 3

Targeted Authorized Dealers instead of Direct Clients i.e. BELL, TELUS, SOLO, ROGERS, FIDO - Target Area reduced to Canada Only due to Positive Response
- Offered Pay Per Performance Models & Book Keeping Only - Purchased an International call back number for Clients to contact us easily. Diverts on Personal Cell Phones - Creating & Sending customized proposals for Direct Clients

(Sep till Present)

Results from New Approach
Total Calls Made Primary Email Sent Projects Received Ready for Pilot 1354 290 07 01

Elance Results

Purchased Paid Subscription to Bid for Projects Focus is on Developing profile on Elance Major Milestone Singapore Airlines Inbound On Going talks with Non-Voice Clients work
Purchased Premium Account to target the Key Heads of Corporate. Developed and started communicating BPO Consultants to bring business for TP on a proposed business model With In mail facility we can send direct emails to decision makers

Total Projects Bid In Process Declined Pilot Conducted

30 17 12 01

Still to Explore the New Horizons to Develop Business through other mediums.
FreeLancer E-Guru BPO Voice IT Match Online Top Projects Hub etc

SOCIAL NETWORK

Continue to look for projects through Personal Relations Potential Projects received through Social Network i. Medical Data Entry ii. Reliance Protectron

Business Development Process

Step 1
BD officer generates the Lead based on defined strategy

Step 2
Next Level Jumps in to send profile, proposal and negotiate with Client.

Prospecting

Cold Call

Searching of Businesses from White Pages Analyzing the Business Potential & Shortlist

Asking for the Decision Maker Getting the Email ID for sending the introduction email along with the business proposal

Introductory Email

Follow Up Calls

Sending out the basic email stating the possible business opportuniti es for the client.

Getting the Updates on Emails and Scheduling the Telecon regarding the same.

Proposal & Business Case

Pilot & Operational Readiness

Sending out RFI for customized Proposals Finalizing Proposal for the Client Preparing Business Case

Offering 1Week Pilot for POC. Short listing and training the resources on Pilot. Technology readiness.

Glossary
Lead In Process Pending Financial Agreements Ready for Pilot Ready to Launch A Prospect/Client interested in the concept of Outsourcing. 2 way communication initiated regarding business process outsourcing Client interested to outsource, Ongoing negotiations on financials. Negotiations completed, P&L/feasibility made. Pilot Successful. Client ready to bring on board.

Results
Prospect Filtering Criteria
High

Business Viability Matrix

Risk vs. Scalability Matrix
Outbound

Scalable
(08)

Risk
(55)

Profitable
(34)

Risk Factor

Backend Support

Inbound

Total Leads Matured = 104

Non-Scalable Projects: Limited to <10seats only Scalable: Projects > 10 seat Profitable: Cost of Backend Resource -$3.98/hr Cost of Voice Resource $6.60/hr More than $200 per seat per month High Risk: More than 2 Stake holders Low Risk: Direct with Principle Client

Low Low

Scalability Profitability Matrix

Outbound Inbound
Low High

High

Backend
High Low

Profits Volume

High Low

Projects in Pipeline
Client Name
Reliance Protectron
Location (Canada)

Scope
Telesales of Home Security Alarms Data Entry of Medical Forms Telesales of Bell Products Telemarketing/Up selling Medical products Telesales of Bell TV, Internet & Mobile Package Telesales of TELUS packages Inbound Service Calls of SIA

Payout
CAD 115150/Sale USD 500/Seat CAD 52/Sale

Scale
10 Seats

Status
Ready for Pilot Ready for Pilot. Ready for Pilot Ready for Pilot.

Medical Data Entry

Location (USA)

10 -80 Seats

Wish Mobile
Location (Canada)

10-50 Seats

PHD Pharmacy
Location USA

USD 7.00/Hr

10 Seats

Hooto Wireless
Location (Canada)

USD 50/Sale

10 -25Seats

Pending Financial Agreements In Process In Process

World Link Wireless

Location (Canada)

Price to be quoted USD15/hr

2-5 Seats

Singapore Airlines
Location - (Singapore)

300 Seats

Enablers
BPO Technology
Enabler
BPO Technology

Business development

Group Support
Status

BPO License

Description
In-house open source call center solution for BPO stream CRM Development Dedicated international dialing for business development

Business Requirements finalized and sent to CCIT. Response date Oct 11 2010. CCIT will get back with quotations on Oct 11th 2010 on CRM. LDI needs BPO License to provide the dialing solution for BD. Waiting for the BD solution to be deployed to start targeting the decision makers directly. 175 Candidates got Interviewed, 8 Shortlisted 3got finalized. Few interviews pending on PE end. License limitations to open an account. Currently Using OSP names to transfer the payments for any upfront money for projects.

Data Purchasing for Prospecting

Business Development Hiring of contractual business development team(5 BDOs) Dedicated online payment account Group Support In source Back office Seats from Group

BPO license

Management assistance to seek approval to utilize TKP umbrella

Pending at TKP & Abacus end.

Moving Forward
Number of Seats Ready to Pilot for In sourcing(Outside Group)
Back Office 10 Seats Client Medical Data Entry Outbound 30 Seats Client Reliance, Pharmacy & Bell Canada

Challenges
Contact Center Solution not Ready BD solution N/A PE is busy and hiring is pending

Action Items
Experimenting the Pilots with Abacus Finalizing & Training the upcoming BD Team Approval for 6more resources required to initiate the Pilots Permanent Clause to be added in Abacus contract for Insourcing Requirements

Thank You

What we have been doing - Nutshell

Ongoing Business Development
Targeting North American Market through Cold Calling Bidding of Projects on Elance Searching & Evaluating the available projects on LinkedIn In discussion with Local & International BPO Brokers Creating & Sending customized proposals for Direct Clients Negotiating the deals with Telecom Dealers in Canada

Operational Development
Interviewing and short listing candidates for BPO project
175 Candidates got Interviewed, 8 Shortlisted 3got finalized

Finalizing the CRM requirements with IT, Operations, S&P & PM

Requirements completed and sent to SnP

Working with CCIT for Asterisk & Outbound Maximizing the outputs through taking small initiatives i.e. US DID

forwarding on TP Cell number, Conducting small Pilots from Elance to build profile, LinkedIn premium account to contact corporate decision makers through In Mails etc

In-House Business Development

Phase I
Targeting SMEs in US & UK Challenges Companies considered us spam on bulk emailing Projects on LinkedIn too risky Selling outsourcing concept only SMEs do not have dedicated Contact Centers Profile does not cover the scope

Phase II
Targeted Only Telecoms & MVNOs More focus on Cold Calling Canadian Market has more Potential Prospecting missing in Phase1

Phase III
Dealers to target instead of direct companies More networking channels utilized Scope of Work reduced to Outbound & Back office Geographic area reduced to Canada Only