D

1. Fusion BPO Services, Inc
Fusion BPO Services Fusion BPO Services Fusion BPO Services
Global Headquarters Canadian Headquarters Indian Headquarters
2500 Plaza P.O Box 215 9, Syed Amir Ali Avenue,
5 Harborside Financial Center 32 Queensway Industrial Park Kolkata, WB
Jersey City, NJ 07311 Grand Falls – Windsor, NL India 700 017
United States of America Canada, A2A 2J7 Telephone: +91 333 053 0507
Telephone: 1-732-334-0840 Facsimile: +91 332 281 2972
Facsimile: 1-208-439-1263

2. Content
Chapter 1 Process Flow 3
Chapter 2 Training & Learning 6
Chapter 3 Quality Management 14
Chapter 4 Security Management 17
Chapter 5 Transition Management 22
2

3. Fusion Process Flow
3

4. Overview
Fusion’s operational approach is based with the stress being on getting maximum productivity
using cost-friendly methods; the focus on the primary goal of providing quality results is not
forgotten. At Fusion, we replace usually followed hierarchies by more process-specific guidelines
with each person working as part of a unit and each unit being independent, but contributing to
the company as a whole.
• Our operating approach is designed to meet the challenges of minute-to-minute
transactional intensity, scalability and process improvement
• Effective one-on-one coaching of agents in small teams (5-7). Coach responsible for own
& team target.
• Shift HR/Admin Manager is responsible for Employee Satisfaction (ESAT), Attendance,
Attrition, Counseling etc.
• Process Engineering Team conducts continuous improvement projects and shares best
practices across programs.
• Customer Management focuses on customer interaction and management.
• QC Team is responsible for process audits/QA, Quality training and feedback to Coaches/
Process Engineering Team.
4

5. Process Flow
Planning
The entire process is planned to suit the needs of the project size and sale requirements. A
hypothesis driven approach is developed with attention given to details at the minutest level.
Training
We define the essential needs of training and the standards for trainer certification. A tollgate
approach to evaluation and a simulation of the actual process helps our employees maintain the
standards of quality and productivity that we adhere to.
MIS/Analytics
Management Information System (MIS) is an automated system that collects, manipulates, and
disseminates data or information in a user-friendly format. We detail MIS requirements, define
exception formats and make information available online and to everyone as and when it is
entered.
Floor Management
We define and implement visual aids and develop the online FAQ/Knowledge base. A “Quality
Circle” approach to team briefing is followed with a Daily Exception Report from MIS/Analytics.
Daily tasks are assigned to the coaches/performance enhancement team. Fusion guarantees all
its customers a performance level that is unsurpassable
Performance Management
This involves formal re-training based on weekly performance scores encompassing SLAs and call
monitoring. Also, compulsory knowledge assessment tests for all agents and coaches are carried
out every month to keep them up-to-date with changes in the system if any. The agents also
undergo a continuous and ongoing refresher course.
5

6. Fusion Training & Learning
6

7. Overview
Fusion has a well designed training module that helps the agents to overcome their areas of
opportunities and proceed in the success of the campaign.
Coaching is a process in which conversation is focused on guiding changes in agent’s behavior to
improve results. Coaching conversations are unique, because you plan and structure them to
support both the short and log term development of agents.
Deep rooted focus on training as in Process and Products besides its emphasis on Voice and
Accent makes the procedure full proof. Thus there is an additional value beyond the generic cost
saving factor. Fusion incessantly strives to replicate the international standards pertaining to the
global certifications like COPC, CMM and others.
7

8. The overall Training for Support Professional curriculum consists of:
Module 1: Communication Fundamentals
1. Managing Customer Perceptions
• Factors that contribute to successful customer perceptions
• The value of gaining customer feedback, including complaints
• How to manage and modify customer expectations
2. Making Communications More Successful
• Engaging customers in ways that improve focus, involvement and positive interaction
• Indicators of successful communication
• Paraphrasing techniques
o Achieving clarification
o Demonstrating interest
• Barriers to communication and how to overcome them
3. Effective Listening Skills
• The impact effective listening can have on business communication and business success
• Reasons for selective listening
• How to keep the customer’s attention
• Five realities associated with effective communication
• Rules of cross-cultural communication
• Keys to better listening
• Techniques for increasing your attention span and staying tuned-in to the customer
4. Adapting Communication Styles to Customer Knowledge Levels
• The four levels of learning
• Matching communication strategies to learning levels in order to enhance problem resolution
and optimize results
• Applying the cycle of learning to your own professional development and skill building
5. Recognizing Energy Profiles in Communications
• "Energy profiles" used for information input and processing
• How energy profiles effect the professional's ability to communicate with others
• How to manage the stressors associated with each energy profile to increase
communication success
Module 2: Information Gathering for Problem Resolution
Four types of questions that help to maintain call control
• Questions to overcome the customer’s or your own assumptions
8

9. • Types of information gathering approaches
o Situations appropriate for each
• Structured problem statements
• Questions that clarify customer situations
Module 3: The Structured Call - Beyond Communication Basics
1. Telephone Communications
• Building rapport
o Making the caller feel important
o Increasing cooperation
• Call documentation
o Each of the required elements
• How to conduct professional holds
• How to conduct professional transfers
• Strategies for dealing with persistent callers
• Effective disengagement techniques
• The well-structured conclusion process
2. Online Communication
• Three rules of protocol that ensure professionalism online
• The five elements of clear writing
• Objectives in writing a complete, professional online response
• Rules of grammar
Module 4: Dealing With Challenging Customers
1. Negotiating Strategy
• Rules of a good negotiating
• Methods for setting a positive tone
• How to gather information for clear negotiation
• Three negotiation points of leverage
• Commonly used tactics and styles used in negotiation
• Six phases of negotiating that result in a win/win problem resolution
• Techniques used to elicit a yes response
2. Difficult Customers
• How understanding the stages of conflict can help you to anticipate and avoid difficult
situations
• Tactics for managing customer anger
• The types of difficult customers and how to manage each
• Positive and negative trigger phrases that prevent or create conflict
9

10. 3. When and How to Say No
• Five objectives that enhance your ability to effectively and professionally say no to a
customer
• Dealing with the customer who refuses to take no for an answer
4. Escalation Process
• Situations that merit escalation to the next level
• Developing a clear handoff procedure
• Factors that determine when to escalate
Module 5: Maintaining Confidence and Credibility
1. Objectives that must be met to achieve effective customer support
2. The meaning of transparency and how it relates to customer support
3. Confident approaches to answering questions, even when you don’t have the answers
4. The difference between lying and withholding company information from the customer
5. Telling the truth without being transparent
• Responses to customer questions that can "put you on the spot"
Module 6: Benefits and Challenges of Teamwork
1. Attributes of effective team decision-making
2. Keys to successful teamwork
3. Methods for handling the challenges of teamwork
4. Teamwork barriers and how to overcome them
5. Advantages and disadvantages of teamwork
Module 7: Personal Development
1. Basic Organization and Productivity
• Using the SMART format to ensure they goals are realistic and achievable
• Circumstances in which team synergy is effective
• Examples of a daily time management plan
10

11. 2. Stress Management
• Factors leading to burnout
• Practical techniques to relieve job stress
The overall Training for Support Management curriculum consists of:
Module 1: Executive Leadership and Behavior
• Managerial systems that make up the foundation of an effectively managed support
organization.
• The benefits of a values system in a knowledge organization
• How to employ the REM (Resourceful, Evaluative, Maximizing) Model
o Managing performance issues
o Managing motivational issues
• Planning for change
• Assessing the impact of change on the support operation
• Assessing the business maturity levels of subordinates
Module 2: Understanding the Service Product
• Service products v.s. tangible products
o Similarities
o Differences
• The unique nature of service products
• The nature of support solutions as service products
• Managing for quality in the design, development and delivery of the Knowledge Product
• The open systems view of Customer Support Center Management
• Key differences between support agent solution delivery and customer self-service
• Support organization terms defined
o Knowledge
o Service Product
Module 3: Managing Strategically
• How to categorize support offerings
• Determining the strategic relevance of support offerings
• Communicating support offering categorization and relevance to subordinate support
practitioners
• How support offerings contribute to the overall strategies of the organization, and how to
communicate these contributions to stakeholders
• Designing service strategies that compliment the company’s product strategies
• Defining and aligning support strategies and operations with corporate strategies
Module 4: Decision Making in the Support Organization
• Production resources of the support center
11

12. • How decisions affect the production resources of the support center
• Factors that impact decision-making; how to recognize and assess them
o Risk
o Bias
o Past experience
o Political environment
• Decision-makers; how to determine who makes what decisions
o Individual
o Team
o Manager
o Outside entity
• Empowerment in the support organization
o Defining levels of empowerment for each individual
o How to change levels of empowerment
• Analyzing the costs and benefits of decisions
o Centralized decisions
o Decentralized decisions
• Elements of a sound decision making process
• How to identify and select the best-fit alternative when dealing with multiple criteria
o Using a multi-criteria decision tool
Module 5: Customer Focus and Satisfaction
• Formulating customer satisfaction survey questions to elicit customer responses of
greatest meaning, insight and value to the operation
• Important characteristics of an event survey
• How to avoid the most common event survey pitfalls
• Tools that are useful in analyzing survey data
• The three survey questions that comprise a useful customer loyalty index
• Analyzing case study information
• How to identify process and data anomalies
• Recommending remedial actions
Module 6: Performance Measurement and Metrics
• Characteristics of a good performance system
• Characteristics of a good performance metric
• Determine whether a correlation exists between two metrics
• How to measure the strength and direction of metric correlations
• The four pillars of a Balanced Scorecard system
• Including key performance indicators as part of a Balanced Scorecard system
Module 7: Training and Career Development Plans
• The manager's role in employee training
• Determining exactly what employees need
o When to employ training
o When to employ performance coaching
12

13. • How to develop objectives for training
• Creation and review of individual training and development plans
Module 8: Hiring for the Support Center
• Developing the selection criteria for an open position
• Steps in the hiring process
• Employing a systematic approach in interviewing
Module 9: Performance Management and Employee Retention
• The role of the manager in employee performance
• Calculating the cost of attrition
• Calculating the cost of performance management
• Balancing the costs of attrition against the costs of performance management
• The Coaching Analysis techniques
• Coaching Analysis in managing performance problems
• How to conduct face-to-face discussions with problem employees
Module 10: Operations Management and Productivity
• Operations analysis tools used to manage the support center operations
• How to conduct a statistical process control analysis of the incoming calls in your support
center
• Factoring in learning curve analysis when planning for call center staffing
• Key considerations when scheduling support representatives
• Scheduling support representatives in a demand environment
• Creating a staffing plan
• Using the M/M/s queuing model to determine the required staff for a real time call center
Module 11: Financial Management and Annual Operations Planning
• Basics of support center budgeting and cost variance analysis
o Actual expense v.s. annual planned expense
o Calculating YTD and projected expense variances
o Generating a Going-Rate analysis of an annual expense plan
• Calculating Net Support Profit and Net Support Profit Rate
• Forecasting
o How to create a linear forecast and an exponential forecast from recent historical
data
o How to determine whether a linear forecast or an exponential forecast is the best
fit for your historical data
o Calculating a seasonality adjustment rate
o Generating a seasonality rate adjusted linear and exponential forecast
• Measuring the relative value of current and future cash flows
• How to develop a cost-benefit analysis and determine the Net Present Value of a project,
future investment, or purchase
13

14. • Cost benefit simulation; how to determine the likely outcome distribution of a proposed
project
Fusion Quality Management
14

15. Quality Objective
Quality is the platform toward success and the means of achieving higher customer satisfaction
levels. Quality initiatives are powered by comprehensive, time-tested collection of process
matrices, methodical research and statistical process control techniques toward driving
improvement at every stage.
Customer Satisfaction being the primary focus, Fusion believes and implements quality systems,
processes with a globally acclaimed structure.
For BPO endeavors Fusion have a strong productivity metrics, zero error scope and delivery
models maintaining stringent turnaround time. Strong feedback procedures, team play and
continuous enhancement models compliment the service delivery.
There are three key elements of quality: customer, process and employee. Everything we do to
remain a world-class quality company focuses on these three essential elements.
The Customer
Delighting Customers
Customers are the center of our universe: they define quality. They expect performance,
reliability, competitive prices, on-time delivery, service, clear and correct transaction processing
and more. In every attribute that influences customer perception; we know that just being good
is not enough. Delighting our customers is a necessity. Because if we don't do it, someone else
will!
The Process
Outside-In Thinking
Quality requires us to look at our business from the customer's perspective, not ours. In other
words, we must look at our processes from the outside in. By understanding the transaction
lifecycle from the customer's needs and processes, we can discover what they are seeing and
15

16. feeling. With this knowledge, we can identify areas where we can add significant value or
improvement from their perspective.
The Employee
Leadership Commitment
People create results. Involving all employees is essential to our quality approach. We are
committed to providing opportunities and incentives for employees to focus their talents and
energies on satisfying customers.
Fusion Approach
Stage I - REP assessment before hitting the process
Stage II - Explanation to REPS what is critical to Quality for a process
Stage III - Assessment of REPS on the process/calls
Stage IV - Feedback Mechanism and Cycle
Stage V – Calibration
Stage VI – Updates Releasing Method (Memo / Advisory / Signoff)
16

17. Fusion Security Management
17

18. At Fusion, Our professionals understand the call center security needs critical to every high-
performance business and the Security Management is a process driven approach that
significantly enhances the call center security of our IT infrastructure from internal and external
threats using researched processes, procedures and tools.
Our call center security matrix consists of integrated solutions leveraged using deep industry
knowledge and tailored to suit the distinctive needs. Our comprehensive call center security
systems integrate all security components and business systems for a reliable and secured
approach.
Employee portals, knowledge management systems and e-mail systems constitute much of an
enterprise’s potential vulnerability; our call center security system supports the unique business
challenges by providing vital services:
Proactively dealing with potential call center security issues at the planning and contractual stage
including authentication, identification, authorization, access control, confidentiality and integrity
Monitoring the call center security implications of the outsourcing partnership during the lifecycle
of the contract, this involves several steps including accountability, audit, intrusion detection,
.non repudiation and availability. Recognizing the response to methodology through triage,
recovery, reliability and implementing the necessary corrective action
Our Call Center Security Lifecycle
Our call center security is integrated security architecture designed, built, tested and deployed in
compliance with security requirements and we at Fusion understand that Security must be
18

19. designed into solutions then managed proactively to maintain business reliability and availability
and to meet regulatory compliance.
We plan
• Asset Identification & Valuation
• Threat & Risk Assessment
• Security Architecture
• Security Policies
• Security Tools
We deploy
• Vulnerability Analysis
• OS Hardening
• Security Architecture Deployment
• Security Policy deployment
• Security Tools Deployment
We manage
• Proactive monitoring
• Incident handling
• Security team
• Vulnerability updates & Patches
We review
• Vulnerability Assessment
• Security Architecture review
• Security policy review
• Penetration testing
19

20. Our Call Center Security Infrastructure consists of:
Cisco PIX firewall in fail over mode
Secure Web Site
SSL Empowered Encrypted & Secured Credit Card Transaction Platform
Data Security & Privacy for Customers
Secure VPN communication
Mcafee Enterprise suite for Virus prevention and cure
Spam filter for Internet access & mail server
URL filtering application from surf control
Intelligent Disaster Recovery Option for speedy recovery
Physical access controlled by logical access control
VLAN based network (for different groups, processes, servers, etc.)
Data Access based on Layer 3 access lists for communication across VLANs
Restricted Internet Access based on Domain Authentication
Logging of Internet Access at user level
No Mail & Internet access at Agent’s desktops
Profile based Desktop access, which allows access to only required minimum
applications.
Centralized server based storage.
File system access policy based on user authentication
With our proactive security management program in place, your business can gain
immeasurably, we:
Minimize downtime caused by Security attacks, and thereby minimizing damage to
your business
Make security incidents and crisis management decisions based on real-time
Prevent or minimize the global spread of security attacks
Capture internal information for security audits and regulatory compliance
Focus on business operations, not security incident recovery
20

21. Technology Highlights:
 Aspect Unified IP Solutions
 Stratasoft Call Center Solutions
 Advanced MPLS Network
 Cisco Switches and Routers
 Automated Call Distribution (ACD) using skills and queue based routing
 Outbound call center solutions including predictive dialing
 Interactive Voice Response ( IVR) for self-service or automated messaging
 Call Recording and Quality Monitoring
 Virtual Management and Reporting
 Email AND Web Chat Solutions
 Comprehensive Physical Security and Data Security
 Redundant telecom circuits
 UPS and Generator power backup
 The Business Continuity and Disaster recovery plans
21

22. Fusion Transition Management
22

23. Transition Management Services Overview
Our Transition Management Services are designed to help companies reduce call center
management and training costs by transitioning services to reliable, professional and cost
effective service providers in India. This effective transition management creates adapted
customer service processes that are delivered to you in an offshore model.
The Transition model is structured to minimize business service level inefficiencies during the
transition of a process from the customer location to the location in India.
This is done by using structured training methodology to speedily transition key business
processes of the customer to India.
Leveraging best practices from previous transitions, combined with fast vendor selection, enables
more time to be spent on critical transition planning and execution.
The benefits of a dedicated offshore center are clear: sustained knowledge retention, better rate
negotiation, speedier ramp-up times for new projects and increased productivity. We fit this
description, as we have the experience of working with buyers of third party contact center
services and in optimizing solutions from both business and IT perspectives giving you the best
transition management there is on offer.
Transition management is structured to minimize business service level inefficiencies during the
transition of a call center process from the customer’s location to our location in India.
Time frame - Entire process transition
Our Transition Management, staffed with consultants and process specialists, lasts between 1-6
months depending on the size, maturity and integrative capacity of the parent organization.
Objectives of Transition Management
Define and plan resources for the transition clearly identifying the activities, timelines, roles and
responsibilities and monitor the engagement on an ongoing basis.
Detailing of process, technology and infrastructure (‘As Is' and ‘To Be') and actual transition.
Verify operational design of specific processes identified to be suitable for offshore process
delivery.
Overall methodology for the transition process
Our transition management gives rise to a mature four-step transition process that includes:
1. Project Planning
2. Process Definition
3. Transition Planning
4. Design Verification
23

24. Stepwise result of Process Transition
Each of the four steps yields a tangible result that enhances the success of our transition
management and the further implementation of the project. These are:
1. Project Plan Document
2. Process Document
3. Initiate Pilot process
4. BAU / Full Rollout process
What does each step of the process broadly cover?
1. Project planning includes the following steps in the transition process
• Project team set-up
• Tollgate dates defined
• Communication plan established
• Sign-off authority established
• Resource requirement checklists defined
2. Process definition encompasses the following definition markers
• As-is mapping
• Base lining / Benchmarking
• Understanding technology interface
• Detailing adapted processes/Technology
• Validate FTEs / detail training needs
3. The Core issue of Transition Planning covers the following
• Site readiness gap analysis
• FMEA / Risk mitigation plan
• Detailing MIS / Reporting requirements
• Internal sign-offs
• Finalize transition document / Customer sign-off
4. Design verification, the final stage in the Transition process has the following steps
to be implemented
• Pilot monitoring
• Improvement areas identified
• Implement corrective action
• Establish SLAs / Customer sign-off
• Ramp – up
24

25. Project planning entails
Here the feasibility of outsourcing the process and understanding business competencies is
studied. Once this has been done pre-analysis is conducted to identify and prioritize processes to
be transited. The next step is broken down into the following specifics.
1. Project team Set-up
• Team Selection
• Roles and Responsibilities
• Project Briefing
2. Define Tollgates
• Identify key Activities
• Define internal/ external sign-off's for activities
• Develop PERT chart
• Internal sign-off (Timelines)
3. Communication Plan
• Information flow within project team
• Information flow with customer
• Escalation mechanism
• Review Mechanism
4. Sign-off Authority
• Identify customer interface
• Define sign-off mechanism
5. Resource Checklist
A Resource checklist encompassing:
• Process (P)
• Hiring (H)
• Training (T)
• IT / Telecom (I)
• Facility (F)
• Quality (Q)
• Legal (L)
• Compliance (C)
• Risk (R)
• MIS / Reporting (M)
25

26. Clarifications and Response
Should you have any questions regarding this document or you need any information
about Fusion, please feel free to contact us
Contact for further information:
Ashraf Imran –Business Development
US Number: 1-866-581-0038; 1-732-334-0840 Extn: 2003
Fax: 1-208-439-1263
Mobile: +91 9836 149748
Email id: ashraf.imran@fusionbposervices.com
26