Induction Program

HR Department

What We Are
Fusion BPO services is a global management consulting, technology services and outsourcing services provider company, with more than 2000 highly skilled people, serving clients in 120 countries with 9 delivery centers. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the worlds most successful companies, Fusion BPO Services collaborates with clients to help them become high-performance business houses and governments.

Our Mission Statement

To provide our clients with the highest level of performance and quality by continually investing in our people, processes and

infrastructure to enable us to deliver World Class Service. We

strive to ensure a strong financial return to our investors and shareholders by catering to all their business process outsourcing needs

Our Partners
Our customers, employees, investors, and suppliers are our partners. Fusion creates and maintains outstanding partner relationships by: Ensuring partners benefit financially as Fusion succeeds. Delivering on all promises to our partners. Maintaining honest and open communication. Encouraging creativity, innovation, and mutual respect.

Our Corporate Vision

The vision of Fusion BPO Services is to be every clients
customer satisfaction partner. We believe in a constant pursuit to set high standards at each and every stage of our well-defined processes including BPO services as well as other outsourcing and call centre services. We strive to ensure that all our clients

get maximum productivity from their respective businesses.

Overview
Fusion BPO is a company that strives to be a customer-satisfaction partner of the client.

U.S. corporation, global reach

5 Contact Centres in Canada 2 Contact Centres in India 1 Contact Centre in Philippines

24/7/365
Robust infrastructure and technology Wide-breadth industry experience and offerings

Our Services
Customer Service Technical Support Tele Marketing Order Taking Internet Marketing Web Development

Our domain expertise includes:

Telecommunications, Solutions Providers, Insurance, Direct Marketing, Market Research, Among Others.

What We Do
Voice Based Inbound Customer Services Outbound Sales Survey Lead Generation Served from Canada India Philippines Non Voice Transcription Transaction Processing

Served from
India

Global Presence
Customer Locations United States Canada United Kingdom Ireland Australia India
Centre Locations 5 Sites in Canada 2 Sites in India 1 Site in Philippines Growth Areas for Centre Locations United States Latin America Philippines

Canada Centres
Stephenville, Newfoundland Opened 2006 Capacity 50 Seats Avail. 10 Agents 40 Mini-centre location
Grand Falls-Windsor Opened 2000 Capacity 150 Seats Avail. 40 Agents 120 Our first call centre Corporate house Operations, quality, training, and workforce

Stephenville Grand Falls-Windsor Miramichi, NB Marystown, Newfoundland

Wallaceburg, ON

Wallace burg, Ontario Opened 2007 Capacity 300 Seats Avail. 200 Agents 120 Corporate house Accounting Spanish and French

Miramichi, New Brunswick Opened 2003 Capacity 50 Seats Avail. 20 Agents 45 Mini-centre location

Marystown Opened 2007 Capacity 50 Seats Avail. 10 Agents 40 Mini-centre

India Centres
Kolkata, India #1 Opened 2004 Capacity 175 Seats Avail. 0 Agents 350 Our first India call centre Operational leadership
Kolkata, India #2 Opened 2005 Capacity 225 Seats Avail. 100 Agents 130 2-miles away from main location Kolkata #2 Kolkata #1

Philippines Centre

Manila,Philipines Opened 2009 Capacity 225 Seats Avail. 100 Agents 130

Milestones 2000 to 2003

2000
Incorporated; Spun off Won first contractTracfone

+
2000 2004

=
2008

Won Quality Award

First retail client--Memorex Recognized for company size Opened 2nd center Recognized for annual growth

2003

Milestones 2004 to 2005

2004
Registered as Xplore-Tech Manage rebates Validate insurance information

Moved to new facility (Kolkata #1) Changed technology to Stratasoft

Started taking AT&T calls

Opened Guatemala operation

2005

Milestones 2005 to 2006

2005
Successfully moved 2 clients to Guatemala

First inbound customer care 172 seats, first center maxed Added 2nd facility

Took first TXU call in Guatemala

2006

Milestones 2006 to 2008

2006
Opened 3rd center

Sold Guatemala operation Opened 3rd facility in Siliguri

Opened 4th center Xplore-Tech acquires HDN Opened 5th center

Took first iPhone call

Processed first order for iPhone

2008

Milestones 2008 onward

2008

Implemented Aspect in New York

Re-branded company to Fusion BPO

People Behind Us
Pankaj Dhanuka Director Kishore Saraogi Director

Overall responsible Global for Sales and Marketing, Finance and Administration and Technical. He co- founded the parent company Xplore -Tech Services with Kishore Saraogi in March, 2004 and is a significant owner of the Fusion BPO Services. Mr. Dhanuka, an all India rank holder in CA and CS examinations, has vast experience in ITes industry. His gamut of work experience includes UTI, Lodha Capital Markets and Web Development Company.

Overall responsible for Global Operations, Human Resource, Training. He co-founded the Xplore Tech Services with Pankaj Dhanuka in March, 2004 and stands as a significant owner of the Fusion BPO Services. Mr. Saraogi has also been an all India rank holder in CA and CS examinations. His feats include ventures in ICICI Securities and Finance, Usha Martin Telekom Limited, Usha Communications and Martin Access etc.

People Behind Us
Nalin R Tikkoo-President President and Head of Canadian Operations

Michael O Neil Vice President Responsible for Sales and Marketing Sukumar Basu-Chief Financial Officer Overall responsible for Accounts, Finance and Legal
Rosalind Strickland Operations Head Responsible for Canadian Operations Keith Wareham Director IT and Telecom Responsible for IT and Telecom

People Behind Us
Surmit Dey -Head of Business Development Roger Thomas- Head of Quality & MIS Ujjal Bhattacharya -Head of Quality & RTA Rajiv Ranjan Khan -Head of Training, India Chapter Oindrila Banerjee Das -Head of Human Resources Development, India Chapter

Rajan Singh -Head of IT & Telecom

Shounak Ghosh -Head of IT Security

People Behind Us
Ritesh Chakraborty Dy. General Manager Overall responsible for India Operations

Park Circus : Gaurav Vimal -Sr. Manager Operations Ferdinand Anthony -Assistant .Manager Operations Park Street : Sonal Daniel Gomes -Manager Operations Arshad Rahman-Assistant Manager Operations

HR Policies
Leave Policy Attendance Policy Performance appraisals Trainings Compensation & Salary Career Progression Employee Recreation

Code of Conduct
Gifts and donations The organization and its employees shall neither receive nor offer or make, directly or indirectly, any illegal payments, remuneration, gifts, donations or comparable benefits that are intended, or perceived, to obtain uncompetitive favours for the conduct of its business. The company shall cooperate with governmental authorities in efforts to eliminate all forms of bribery, fraud and corruption. However, the organization and its employees may, with full disclosure, accept and offer nominal gifts, provided such gifts are customarily given and / or are of a commemorative nature. Ethical conduct Every employee of the organization, shall exhibit culturally appropriate deportment in the countries they operate in, and deal on behalf of the company with professionalism, honesty and integrity, while conforming to high moral and ethical standards. Such conduct shall be fair and transparent and be perceived to be so by third parties. Every employee of the organization shall preserve the human rights of every individual and the community, and shall strive to honour commitments. Every employee shall be responsible for the implementation of and compliance with the Code in his / her environment. Failure to adhere to the Code could attract severe consequences, including termination of employment. Regulatory compliance Employees of the organization, in their business conduct, shall comply with all applicable laws and regulations, in letter and spirit, in all the territories in which they operate. If the ethical and professional standards of applicable laws and regulations are below that of the Code, then the standards of the Code shall prevail. As good governance practice the employee should safeguard the confidentiality of all information received by the employee by virtue of his/her position and or coarse of his/her duties. The unauthorised divulgence of such information may render the employee liable for dismissal.

Code of Conduct
Concurrent employment Consistent with applicable laws, an employee of the organization shall not, without the requisite, officially written approval of the company, accept employment or a position of responsibility (such as a consultant or a director) with any other company, nor provide freelance services to anyone, with or without remuneration. In the case of a full-time director or the chief executive, such approval must be obtained from the board of directors of the company. Conflict of interest An employee shall always act in the interest of the company, and ensure that any business or personal association which he / she may have does not involve a conflict of interest with the operations of the company and his / her role therein. An employee, shall not accept a position of responsibility in any other non-XPLORE TECH company or not-for-profit organisation without specific sanction.

An employee of the organization shall not engage in any business, relationship or activity which might conflict with the interest of XPLORE TECH group. A conflict of interest, actual or potential, may arise where, directly or indirectly:
a) An employee is in a position to derive an improper benefit, personally or to any of his / her relatives, by making or influencing decisions relating to any transaction. b) An independent judgement of the companys or groups best interest cannot be exercised.

Code of Conduct
Protecting company assets The assets of the organization shall not be misused; they shall be employed primarily and judiciously for the purpose of conducting the business for which they are duly authorised. These include tangible assets such as equipment and machinery, systems, facilities, materials and resources, as well as intangible assets such as information technology and systems, proprietary information, intellectual property, and relationships with customers and suppliers. All processes, documentation, training
Integrity of data furnished Every employee of XPLORE TECH shall ensure, at all times, the integrity of data or information furnished by him/her to the company. He/she shall be entirely responsible in ensuring that the confidentiality of all data is retained and in no circumstance transferred to any outside person/party in the course of normal operations without express guidelines from or, the approval of the management. Reporting concerns Every employee of XPLORE TECH shall promptly report to the management, and / or third-party ethics helpline, when she / he becomes aware of any actual or possible violation of the Code or an event of misconduct, act of misdemeanour or act not in the companys interest. Such reporting shall be made available to suppliers and partners, too.

Leave Policy
After confirmation any agent is entitled to 12 PLs in an year. Leave plan should be intimated and got approved well in advance with all the duplicate keys and back- up files made available with the respective supervisor

Attendance Policy
Trainees cannot remain absent for more than 3 days in a month during the training period. In case any trainee is found doing the same, their salary will be put on hold and they also have to continue their traineeship for 1 more month than usual.

Appraisals
The performance review is done annually in the organization How do we Access You ? The promotions in the organization are usually governed by the following factors: How well an employee performed in his / her present job. How much potential an employee has for future responsibilities. How much additional knowledge he / she have acquired for further advancement. Personal attribute, work habits, attitude towards self and others, ability to get along with the team, leadership qualities, personal contribution to the success of the company determines his / her competence for promotion. Feedback given by all those who work with the employee such as his / her superiors, subordinates, peers and the customers.

Career Progression
All employees will have an excellent opportunity to grow within the organization through Internal Job Posting (IJP)
IJPs are conducted to give all eligible employees a fair chance to prove their abilities This is a drive to recognize and reward talents of the employees Employees can have both vertical and lateral movement to various departments like Training, BD, Quality, HR, Technical and Operations through IJP Appraisal for all employees for future growth and counseling through SWOT analysis

Trainings & Compensation

Trainings Include

Generic Training Training Evaluation Process Training On the job Training

10 Days EOD 10th Day 5 Days 45 / 75 Days

Evaluation is a screening process where different shifts are decided as well as a persons viability to be in the organization.
Compensation & Salary

Salary is paid on 1st / 3rd - of every month. Salary is to be treated as confidential information and no communication is to be done with colleagues and other staff

Employee Recreation
Birthdays
Birthdays are celebrated on 1st week of the month. arrangements of birthday celebrations are done by the HR department all cost bear by the company.

Picnics

Transportation
You can avail the company provided Transport for the pick up and/or drop depending on your roster and shift timings.
Your Line Manager would inform you regarding your shift timings, your cab numbers and the necessary details. You should avail the facility at the prescribed time and ensure no delay happens in the process. You should provide accurate address and phone number to the and the Administration team. Mis-routing of the cab, stopping the cab for personal reasons and consumption of alcoholic drinks and smoking in cabs are strictly prohibited. Please co-operate with the drivers and the transport team to help them reach your destination safely and on time. Line Manager

Work Culture
Dress Code Language Employee Addressing Data Security Feedback Culture Working Days

Mobile use

Data Security
No employee shall be visiting websites other than those required by the organization
and specified by the technical team.

Mobile phones, CDs, Floppy Disks, Pen Drives and other portable devices which can store data will not be allowed inside the floor.
No employee shall be allowed entry without a valid ID card or other supporting documents.

 Following are the dressing guidelines for Fusionites:

Work Dress Code

Whatever you wear always select clean, pressed and wrinkle-free clothes. Your outfit should communicate professionalism and it should be tasteful and decent. If not in business formals, you should be dressed in smart business casuals which can be a collared shirt, polo shirt or a sweat shirt with trousers such as chinos, khakis, corduroys, dockers or decent denim trousers. A casual sport coat is also appropriate. But before you go casual, check your daily planner to make sure you don't have any meetings with clients that require formal business attire. For women smart casuals are a shirt, jumper, sweater or cardigan or with a skirt, dress or trousers and shoes or boots. Or they can also get dressed in salwaar kameez , saree, kurti or a tunic with a pair of formal trousers and low heel sandals. Torn jeans, shorts, capris, tank tops, miniskirts, low waist trousers etc. are too casual and therefore prohibited. Workout wears like spandex etc. are to be saved for the gym. Cologne when it is strong scent is a turnoff to most people. So best go for mild fragrance . Long, fake or wild-colored nails does not really look good in office . Keep your nails short and neat. Avoid revealing, plunging necklines, sleeveless and tight fitting attires. Clothing with bare midriff is not considered decent. Make sure that your shirt is long enough to conceal your midriff. Let your clothes show off your good taste .
Hair should be clean, combed,neatly trimmed and arranged. Shaggy, unkempt hair, spike style, pony tail (for men), untied long hair does not reflect a professional look and therefore should be avoided.

No extreme hair colour please. Natural looking highlights are fine, but never dye your hair blue, magenta or other colours not found in nature. Sideburns, moustaches, and beards should be neatly trimmed. Tattoos and body piercings should not be visible. Studies show that most people view body jewellery as unprofessional and that people with multiple piercings are less likely to be hired or promoted.
Employees who do not regularly meet the public should follow basic requirements of safety and comfort, but should still be as neat and businesslike as working conditions permit. Certain employees may be required to meet special dress, grooming, and hygiene standards, such as wearing uniforms, depending on the nature of their job. At its discretion, on special occasions the organization may allow employees to dress in a more casual fashion than is normally required. On these occasions, employees are still expected to present a neat appearance and are not permitted to wear ripped or disheveled clothing, athletic wear, or similarly inappropriate clothing.

Work Dress Code

Other Facility
Refreshments
While on duty, you are entitled for your refreshments provided by the company in the company's cafeteria. No eatables are allowed on the floor.

Facility
You have to take ownership of the companys facilities. Keep your workstations clean. Do not throw paper or plastics all over the floor. Do not spit in the production floor or in wash rooms. Help us in keeping the Office premises clean and work-worthy.

welcome ! to Fusion BPO family and wishing you long and successful career with us !