Industry Overview – ITES/BPO
Outsource Ace Overview
HR & Recruitment
Why Outsource Ace
3. Outsource ACE is a leading Contact Center providing high-quality
solutions to Large, Medium & Small Enterprise.
We are a Real time Contact Center with an
We work across continents & Verticals. We boast
of clients from
Down under Australia,
The land of opportunities USA,
Ever glorified UK,
Shining India as well.
We work on projects ranging from Insurance, Customer Service,
Real Estate , Telecom, Discount Cards & several other niche verticals.
Majority of our projects are B2B but B2C is also an integral part of our business.
Outsource Ace was conceptualized ambitiously in the year 2009 with the aim of being one of
the best Contact center worldwide & to provide a platform to catapult for the local talent to
reach great heights.
We started as just a 4 member team way back experiencing a lot of challenges to a 80+
member strong team just in Contact Center Operations which is ever growing.
5. What is OUTSOURCING?
Delegating a Company’s Business Processes To a Third Party
Contact Centre – Supports interaction with customers over
a variety of media, including but not necessarily limited to
telephony, e-mail and internet chat.
Inbound call centre - Exclusively or predominately handles
inbound calls (calls initiated by the customer).
Outbound Call Centre - One in which call centre agents make
outbound calls to customers or sales leads.
Blended call centre - Combining automatic call distribution for
incoming calls with predictive dialing for outbound calls, it
makes more efficient use of agent time as each type of agent
(inbound or outbound) can handle the overflow of the other.
Reduce cost and headcount
predictability of cost
economy of scale
Improved cost effectiveness
Apply money to core business
Accelerate speed to market
Enhance process effectiveness
Gain technical expertise and knowledge
Focus on core business competencies
improved quality of service
Transfer, Shared or mitigate risk
Access to new skill set or leading technology
Spreading of initial investment cost
Free up cash for investment
Avoid non-core capital Investments
Align strategy and business goals
More freedom to focus on strategic activities
Enable business transformation
Build world-class capability
Increased shareholder value
7. Optimal Outsourcing Benefits
Skills Surplus Countries1 Regional Hubs2 End-User Countries
1- Countries that have attractive human resources but neither the infrastructure nor the political resilience of hub locations
2- Countries that have superior infrastructure and low perceived political risk
Number of Workers,
Labor cost, Worker skill level
U n i t e d
S t a t e s
I n d i a
U n i t e d
K i n g d o m
G e r m a n y
F r a n c e
S i n g a p o r e
I r e l a n d
P h i l i p p i n e s
C h i n a
I n d o n e s i a
8. India – The Reason for Outsourcing
Proven expertise in IT-related services
Large presence of international
Basic ,cellular , paging and Internet
services have been privatized
Under-sea optic fiber de-monopolized
IPLC (telecommunications) costs going
12-hour time zone difference
We are located in Bangalore, India which
is one of the best destinations for
Bangalore is the Silicon Valley of India,
The R& D Capital, The Biotech Hub.
Pleasant Climatic Conditions
2.5 Million + graduates every
Cost-effective manpower &
Abundant office space at low
Largest English speaking population in the world
Most number of Graduates out of college every
Highly skilled workforce
Strong work ethics
High levels of education
9. About Outsource ACE
OUTSOURCE ACE is a complete Real Time Contact Center
Outsource Ace believes in six basic Core Values which are Its People, Customers, Integrity,
Team Work and Continuous Improvement, Quality and Innovation.
Outsource Ace has Core Competence in processes like Early Stage Collections,
Telemarketing and Customer Care of Financial Products. Outsource Ace provides a best-in-
class call center operation that reflects the "Client Standard" in terms of high quality
customer service while minimizing cost through efficient management of processes,
procedures and technological infrastructure. It provides a solution that allows scalability
without compromising on quality. It ensures a seamless transition of work from the client to
Outsource Ace has invested in state-of-the-art infrastructure to ensure uninterrupted
uptime connectivity for instant response. It has the latest technological tools in e-CRM.
12. Transition and migration
Moving a business process on an “As-is-where-is” basis
involves a “no disruption” of business at the client’s end.
Transitioning of the services, process and products from
onsite to offshore operations.
Detailed Transition Plan with a common objective
Implementation and migration by a cross-functional
Application of Program Management Tools
Based on the Six sigma tool
13. Business Process Methodology
to identify the
•Cost Benefit Analysis
•Assumptions and Risk
• Migration plan
•Technology sign off
•SLA sign off
•Day to day operation
of the process in India
process on the basis of
the critical benchmarks
agreed on with the
•Inherent to our migration methodology is an assessment of potential inefficiencies
•Our migration methodology has been successfully deployed across industries such as Telecom, Insurance,
Software, Financial Services, Security System, etc
•The rigor of migration ensures smooth service delivery
14. Human resources and recruitment
Campus/ Training Institutes
ER -Employee referrals
Innovative methods of sourcing
Ability to ramp up quickly
Reading comprehension/Voice Test
Written Test (Aptitude/ technical/ typing)
Well Defined Career Path Greater Emphasis on Training
Quarterly Skip Levels Meetings Competitive salaries
Quarterly Get Together Reward & Recognition Schemes
Bank @ Outsource Ace Plan Compensation linked to performance
Employee Expectation Survey Parents visit to facility
15. Outsource ACE training
In house - Dedicated team of Trainers
Outsourced - Specialized Training Providers
Induction Training Module for the Entry Level Executives
Sensitization to Global Cultures
BPO concepts, Use of Equipment
Soft Skills Development
Leadership, Performance Management Skills for Team Leaders and above
Interviewing skills for HR and select Operations staff.
Process Specific Training ( along with Client’s Trainers)
Quality Training (Customized as per Clients requirements)
16. Quality systems
Complete six sigma, Kaizan tools adapted
Assured three tier monitoringEnsuring TQM
Complete client accesses
for remote monitoring
evaluation and improvement
Reward & Recognition for managing stringent performance receipt
17. Technical Infrastructure
• Inhouse developed Predictive Dialer
Inhouse developed CRM
• Dell Vostro 260S/ HP Pavilion P7-1010IN
• Servers Dell / HP Dual Xeon Processor Servers
• Phone NEC Aspila with Plantronics, Jabra and
Microsoft Head Sets
• Routers CISCO 2100 Series
• Firewall Fortigate 200d, Sonicwall TZ 215
• Certified network from Dlink with redundant voice
and data at each and every workstation.
INTERNATIONAL PRIVATE LEASED CIRCUIT CAPACITY
• IPLC 4Mbps OFC & Radio Link Backup
• Internet Bandwidth 10 MBPS 1:1 Leased Line
• POP at Atlanta, California and Melbourne
18. Technical Infrastructure
POWER SUPPLY BACK-UP SYSTEM
• 40 KVA UPS x 3 - For Server Room and Workstations
• 220 KVA Generator (Kirloskar) - automatic
• CRM - Avaya Global Connect / Inhouse Developed ACE CRM
• Operating System - Ubuntu
• Database Server - MYSQL
19. Security measures
Frisking of employee
Access control for entry into office
Visitors have entry passes with strict access
No camera phones or any electronic imaging gadgets
are allowed into the operation floor
Hard copies are restricted. All printouts are
monitored at PC levels. Unnecessary printouts are
20. Security measures
Each individual has separate log on facility. Passwords to be a combination of
alphabetical, numerical and special characters
Segregation of access to files carried out based on Internal Control guidelines
No local storage provided, all data are stored at server level with backup
Regular audits of central server
USB ports, floppy drives and CD drives are disabled
All emails can be accessed only from within the company intranet
Only selected employees are allowed access to email accounts from outside the office
All emails are scanned for attachments and threats
21. Why Outsource ACE
Outsource Ace understands the benefits and dynamics
of third party relationships.
Cultural, operational, administrative and atmospherically
approved and accepted work environment.
Client specific tailored and customized solutions
designed and served.
Open door policy with vertical and horizontal support
across departments for acclaimed customer delight.
Continuous up gradation on technology, training and
market trends for adaptability and supplying value
Complete redundancy backup’s
guaranteed uptime and access to monitor and gauge
Reduced operational, administrative, technological
expenses for cost effective solutions.
22. ACE directors & core team
Outsource Ace was conceptualized by 2 business partners
who later became life partners & who continue to multi-task.
They have a combined experience of around 3 decades in the
ITES/BPO industry alone.
Elizabeth William spearheads the business development
team with the title Director- Business Development
Sharan Figeras heads the operations & call center
management with the title Director-Operations
Both have worked with several top MNC’s & successful start-
ups before joining hands for Outsource Ace.
Their experience has helped shape Outsource Ace as a force
to recon with in the ITES Industry.
We have a 5 member advisory board from various industries
IT, Finance , Medical, Legal & BPO.
23. We conclude to begin
We can help you by providing
ADDING VALUE TO
Create a Strategic Advantage and not just Cost Savings
24. The win win relationship
Your Organization gets
A Quality focused, reliable, cost-effective, scalable Contact centre
Outsource Ace leverages its inherent strengths to utilize its resources and expand
End customer gains the comfort of dealing with Your Organization and the Cost
Effectiveness offered by Outsource Ace.
25. Contact Us
#40, Indiranagar, 1st Stage, 2nd Cross,
Bangalore- 560038, Karnataka, India.
#60, 1st Floor, Jai Bharath Nagar,
Banaswadi Main Road, Above Reliance Fresh,
USA (California) : 707-737-6223 INDIA : +91 80 4173 2029 Ext: 1
+91 80 65680230
+91 92430 74094