Operations Overview

We at HeroITES constantly leverage our people, processes and infrastructure to ensure the best customer experience - both for our clients and their end-users. The organization has developed robust processes that support your business throughout the entire customer lifecycle and address crucial outsourcing issues such as deliverables, transition, quality, business continuity and disaster recovery and information security. We constantly upgrade and innovate to make our processes more effective, so that your enterprise may reap the benefit of a successful offshoring strategy. From process definition to transition and delivery, our processes offer a seamless integration platform that ensures uniformity, reliability and a smooth workflow. From an operational perspective, the processes also incorporate leading quality practices such as ISO 9001:2000 and BS 7799:02.

HeroITES specializes in providing Business Process Outsourcing solutions for medium-sized companies worldwide. We are more than a mere BPO solutions provider, and act as a reliable partner who promises to make valuable difference to its clients' business. The company is bent on enhancing its partners' competitive advantage and profitability. A medley of cost-effective, flexible and viable solutions is what we offer to our clients. Our strong adherence to Federal and State rules and stringent compliance to processes and systems have brought best-in-class quality performance across client enterprises.

The BPO arm of the Hero Group company provides support for a wide array of banking and financial products and services. Our strong focus on execution speed, process improvement and quality control has provided our clients with transformational benefits of outsourcing. This has been enabled through unique service competencies and our understanding of world banking and financial markets.

HeroITES acts as a virtual extension of your enterprise and an offshore arm of your company. Co-sourcing and not outsourcing is our motto. With an in-depth knowledge of international markets and a strong on-the-ground presence in India, we promise you significant cost savings, while improving and maintaining the quality of service delivery.

Operational Procedures

We at HeroITES follow a well-defined operational procedure to ensure process integrity and minimize inherent outsourcing risks. We help clients establish the right outsourcing strategy, enable them to devise a suitable plan for strategy implementation and de-risk the plan to ensure success. The phases include:

• Pre-Analysis: At this stage, we try and understand a client's business, identify outsourcing opportunities, assess requirements, review environment and confirm validity.
• Analysis: For analyzing, we gather documents, identify solutions and costing, confirm and validate with client and prepare the process implementation plan.
• Transition Management: At this juncture, we adapt the process plan, emulate client's process, document operating plan and confirm performance requirements.

Our Strengths

Professional Staff	Proven Processes	IT Leadership	Infrastructure
100% college-educated service representatives Trained in Statistical and HR Quality Management Management pioneers on customer teams for cost reduction and process efficiency	Pioneer in BPO market with five years of experience ISO 9001:2000 Certified BS7799:2-2002 Certified Comprehensive security policy and technology	VoIP innovation for driving down telecom costs HeroLIVE - Integrated e-service applications and secure CRM dashboard for empowering service representatives Development staff dedicated to building customized solutions	Newly built, modern facilities Highly redundant and scalable IT and telecom infrastructure for more reliable communication

Our current service offerings across Financial, Consumer Goods, Satellite Television, Retail and Telecom verticals include:

Inbound	Outbound	Finance & Accounting	Email & Web Support
Customer Service	Customer Acquisition	Procure to Pay	Automated Response
Customer Acquisition	Application Verification	Order to Cash	Customer Query Response
Application Processing	Directory Assistance	General Ledger Management
Technical Helpdesk		Analytics
		Accounting Reconciliation
		Credit Card Processing

Performance Management through Data Analytics

Organizations today largely depend on the measurement and analysis of performance for comprehensive review and overall improvement. “Anything, that is not measured, can’t be improved.” This saying is strictly followed at HeroITES where we put adequate emphasis on Management by Fact. All data is stored in a central repository and archived regularly so that the same maybe accessed whenever required. Based on the critical data, reports are prepared and basic analytics (analysis) is done by the MIS/Reporting Team. Various statistical tools are used for converting data into useful information and thus getting a meaningful insight into performance trends. With active help from cross-functional team members, MIS/Reporting personnel then put together actionable strategies that will help improve performance and align results with the organization’s goals.

Tracking-Evaluation-Action – How it helps

In an outbound telemarketing program, the service delivery team improved overall performance by 33% in terms of sales per hour and also reduced cost per acquisition by 28%. An improved dialing strategy targeting certain customer segments, as well as a specific group of associates calling on different lead sets, also helped a great deal. Data analysis of the earlier roll-outs, along with a detailed study of the script, helped the delivery team in achieving these results. The team was able to provide feedback to the client on the offers that were well-accepted and those which were not, along with customer reactions. This helped improve the offers and also the marketing pitch that was rolled out for the Holidays.

Similarly, in an inbound acquisition program, the team was able to increase the lead from the second-best vendor. From a list of eight metrics, the team developed one primary economic indicator for the program. The same was shared with the client and was adopted as the basis for vendor comparison and ranking. To improve performance, the team was put into homogenous groups based on their performance on the metric. Group analysis was done to identify training needs and with focused inputs directed to address the same, the delivery team was able to improve performance by 5.5%.