Showing posts with label bpo solutions. Show all posts
Showing posts with label bpo solutions. Show all posts

Wednesday, 29 May 2013

Aegis Ranked Amongst the Top 12 on IAOP's 2013 Global Outsourcing 100 List



 DALLAS and MUMBAI, India, May 9, 2013 /PRNewswire/ --
Aegis Limited, a leading outsourcing and technology services company and part of the USD 27 billion conglomerate Essar, today announced that it has been ranked 12th in the International Association of Outsourcing Professionals (IAOP) 2013 Global Outsourcing 100. Aegis has moved up the charts of the Global Outsourcing 100® rankings from 26th in 2009 to 12th in 2013. The Global Outsourcing 100 list serves as the essential industry reference of innovative outsourcing services companies in the world.
The Global Outsourcing 100, in its eighth year currently, is an annual ranking by IAOP of the world's best outsourcing service providers and serves as an essential reference for companies seeking new and expanded relationships with the best outsourcing services providers. The applications sent by service providers are judged by an independent panel of experienced outsourcing buyers on four critical characteristics - size and growth, customer references, organizational competencies and management capabilities.
Other than being cast as a Leader in the 2013 Global Outsourcing 100, Aegis is also cited in various sub-categories in the 2013 listings
  • Leaders in Number of Employees Globally
  • Best CSR in Outsourcing
  • Best 20 Leaders in Healthcare
  • Best 20 Leaders in Telecommunications
  • Best 20 Leaders in Customer Relationship Management Services
  • Best 20 Companies in Financial Management Services
  • Best 10 Companies in Australia/New Zealand
  • Best 20 Leaders in USA
  • Best 20 Companies in India
"Our strategy of placing customer experience management at the center of our business is clearly taking us places. At Aegis, the art of managing, enabling, extending and enhancing customer experiences across multiple channels is at the core of our solutions portfolio. We see customer experience as a powerful transformation lever for any organization, and we can architect a multidisciplinary solution that's best suited for our clients, right from strategy to execution," said Sandip Sen , Global CEO, Aegis Limited.
Aegis' consistently rising trajectory on this list is an outcome of strong client references before the IAOP panel as well as its winning customer experience strategy. The company continues to invest in innovation and look at moving up the value-chain with transformational business process services and vertical specific back office solutions to further enable clients meet their corporate goals.
"As applicants continually raise the bar and as the outsourcing industry continues to grow and mature in many markets, competition is tougher," said Jag Dalal, Managing Director of Thought Leadership, IAOP and chairman of the judges' panel. "Being named as a leader in The Global Outsourcing 100 is a great achievement, particularly given the strong competition, and we are proud to recognize Aegis for their excellence."
About Aegis
Aegis is a global outsourcing and technology company committed to impacting clients' business outcomes by focusing on enhancing customer experience across all touch points and channels. Aegis was founded 30 years ago in the US and now has operations in 56 locations across 13 countries with more than 55,000 employees. Aegis services over 300 clients from verticals such as Banking and Financial Services, Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities. The company is wholly owned by Essar, a USD 27 billion conglomerate. For more information write to us at info@aegisglobal.com or visit http://www.aegisglobal.com
About Essar
Essar is a multinational conglomerate and a leading player in the sectors of Steel, Energy, Infrastructure and Services. With operations in more than 25 countries across five continents, the Group employs 75,000 people, with revenues of $27 billion.
About IAOP
The International Association of Outsourcing Professionals® (IAOP®) is the global, standard-setting organization and advocate for the outsourcing profession. With more than 120,000 members and affiliates worldwide, IAOP helps companies increase their outsourcing success rate, improve their outsourcing ROI, and expand the opportunities for outsourcing across their businesses. To learn more, visit http://www.IAOP.org
Media Contacts

Essar media contacts
Manish Kedia , Senior VP Corporate Affairs
Essar Group
Phone: +91-98197-30092
Email: manish.kedia@essar.com

Aegis Global
Danveer Bhasin, Associate Vice President, Marketing
Aegis Limited
Phone: +91-99301-35788
Email: Danveer.Bhasin@aegisglobal.com
Aegis Americas
Kevin Nolan , Senior Director, Marketing
Aegis Limited
Phone: +1-214-505-9732
Email: Kevin.Nolan@aegisglobal.com

IAOP Media Contact:
Kate Tulloch-Hammond , Manager, Media and Communications
Phone: +1-845-452-0600 extension 122
Email: kate.hammond@iaop.org
SOURCE Aegis Limited
aegisglobal.blogspot.com
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Sunday, 26 May 2013

Aparup Sengupta among Global Powerhouse 25

aparup-sengupta-smiling     IAOP’s Globalization Today magazine publishes an annual list of Global Powerhouse 25, which is a list of individuals who hold the most influential power in the outsourcing industry.
Initially, hundreds of individuals from the industry are nominated to be on the list. After a round of online voting as well as a thorough evaluation of the nominations by the IAOP expert panel, 25 leaders are finally selected to be on the list.
This year, Aegis CEO & MD Aparup Sengupta has been featured along with leaders from leading organizations like Capgemini, Johnson & Johnson, Accenture, Nokia, and Deloitte.
It is a well-deserved recognition for Aparup! Aegis takes pride in this news.
To view the complete list of the Global Powerhouse 25, visit www.globalizationtoday.com.
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Saturday, 25 May 2013

Top Eight Considerations to Look for in a BPO Partner

customer care    Businesses really cannot afford to compromise on customer care and experience. Unfortunately, however, it is often the case that in the focus to improve revenue streams and cut operating costs, many businesses risk lowering the quality of their customer care.
One easy solution is to outsource customer care to a business partner. However, even here, much care and consideration must be given in finding just the right partner.
In a brief, “list-type” article I wrote for theContact Professional magazine, I offered eight important things to look for when trying to find an outsourcing solutions partner.
One – What kind of relationship is this?
Outsourcing is a strategic, cost-effective solution to manage costs. The decision to outsource, and the subsequent vendor selection process, can be daunting. Businesses are under increasing pressure to find an outsourcer with high quality standards at a reasonable cost. Ensure that your vendor doesn’t cut corners on elements most important to you and your customers. In fact, dispel the notion that the outsourced company is a vendor; re-think the relationship and approach it as a partnership.
Two – What are your goals?
Establish clear goals. Do you want to reduce costs, improve quality, enhance customer experience, generate revenue or retain more customers? You probably answered yes to all five, but what is your priority? The clearer your requirements, the better are your chances of achieving the desired results.
Three – What do they do well?
Look at the BPO partner’s experience in your vertical. Have they worked with your competitors or other firms in your industry? Their ability to understand industry-specific terms and concepts is critical to success. Your BPO partner’s knowledge base must be in-house or quickly acquired. They should be skilled at hiring highly qualified candidates with an industry background, good phone skills, and a track record in previous jobs. Once hired and brought into a stringent quality process, well-trained and high-caliber performers will put your BPO partner in position to meet your Key Performance Indicators.
Four – Where are they?
Compare the BPO partner’s geographical footprint to your location needs. Some providers utilize a one-site-fits-all approach that may not be right for you. Determine how comfortable your organization is with the location of your engagement. Choose an outsourcing partner who will locate your business where you think is best for that process. This is often referred to as a “right-shoring” approach.
Five – Can they scale?
Once you agree on locations, the successful BPO partner should be able to scale up to match your requirements. Look at their track record in opening and operating new locations. How fast can the engagement get up and running? Make sure your BPO partner proactively aligns its schedule with your business. If your business is seasonal in nature, ask about their experience in ramping up and down accordingly.
Six – What about its people?
“People are our most important asset” should be more than just a poster in the HR office; it should permeate the entire organization. A large percentage of a BPO partner’s headcount is its agent pool, so agent retention is a priority of outsourcers. Look at their portfolio of employee incentives and retention programs. Successful outsourcers implement creative incentive programs based on performance metrics and attendance. Innovators take it a step further. For example, we partnered with a fuel price protection solutions provider to roll out a unique fuel incentive program at many of our US locations. The program helped agents reduce agent commuting costs, which bolstered retention and strengthened our ability to recruit leading candidates from a broader geographic area.
Seven – Are they Certified?
BPO partners must operate in the same regulatory environment as their clients. The industry has certain certifications, and organizations possessing these tend to have more rigorous measures of performance quality. Statement on Auditing Standards No. 70, Service Organizations (SAS70), developed by the American Institute of Certified Public Accountants, represents that a service organization has thoroughly audited its control objectives and control activities, often including controls over IT and related processes. Payment Card Industry (PCI) certification also demonstrates rigor. If the Health Insurance Portability & Accountability Act (HIPAA) pertains to your customers, make sure your BPO partner understands the Act and knows how to treat your customers accordingly.
Eight – Can I get a reference?
Knowing who your BPO partner’s clients are is important, but do not be alarmed if they are not immediately forthcoming with logos. Even if the BPO engagement is performed in the same zip code as the client’s headquarters, outsourcing is still a sensitive issue. Most companies do not publicly disclose that they outsource customer care. Non-disclosure agreements between BPO partners and clients are typical. The reference check may have to wait until you are very deep in the selection process.
Of course, this list is not exhaustive and it does not replace your own intuitive business sense about the right fit with your business; however, this is a helpful guide to making daunting business decisions like outsourcing a crucial process, which customer care and management most certainly is.
Read the original article published on Contact Professional here.
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Aegis at Top 15 in Annual Ranking of Global Outsourcers

sandip-sen     Good news for Aegis!!!
The International Association of Outsourcing Professionals (IAOP) has ranked Aegis at #15 in its annual Global Outsourcing 100 list. We have moved up in the rankings year after year. We were ranked #26 in 2009, #21 in 2010, and now #15 this year.
What’s more, we have also been cited as among the Best 20 leaders in the banking & financial services, telecommunications, and air transportation verticals.
“This recognition by IAOP is a testimony to our industry, geography, and process-wide capabilities we have built and strengthened over the years,” said Sandip Sen, president (Americas) and chief marketing officer, Aegis, in a press release issued this morning. “This ranking is also an endorsement of the commitment and dedication of the 50,000 plus Aegisites who deliver an outstanding service experience to our clients.”
According to IAOP Chairman and chair of the judges’ panel Michael Corbett, “Revenue data supplied by applicants for the Global Outsourcing 100 shows the size and strength of the outsourcing industry. Outsourcing is enjoying strong growth and companies are outsourcing more of their operations than ever before. The companies on The Global Outsourcing 100 lists are proven leaders and rising stars. They are the companies you want to partner with to achieve success and better outsourcing outcomes.”
“The Global Outsourcing 100 rankings help companies make better-informed purchasing decisions with confidence because these companies have gone through a rigorous process that has put their credentials through objective scrutiny,” said Deborah Hamill, CEO of IAOP.
IAOP also cited Aegis in these sub-categories:
  • Best 5 Companies by Industry Focus – Air Transportation
  • Best 20 Leaders by Industry Focus- Financial Services (Banking, Markets)
  • Best 20 Leaders by Industry Focus- Telecommunications
  • Best 20 Leaders by Service Provided – Customer Relationship Mgt. Services
  • Best 20 Companies by Service Provided – Financial Management Services
  • Best 5 Leaders by Region Served – Australia/New Zealand
  • Best 20 Leaders by Region Served – US
  • Best 20 Leaders by Region Served – India
The Global Outsourcing 100, now in its sixth year, is an independently judged, opt-in ranking of the world’s best outsourcing service providers which has become an important resource to help companies compare providers and advisors using an objective methodology.  
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Aegis MD & Global CEO Nominated for 2011 Industry Champion APAC

Click here to vote for Aparup SenguptaAparup Sengupta, managing director and Global CEO, Aegis, has been nominated as the 2011 Contact Center Industry Champion for the APAC region.
The Industry Champion is an individual person who may be the leader of a company or someone working within a company and who has contributed to the growth and/or image of the contact center industry in your country. This award is organized by Contact Center World – a global association for contact center best practices and networking.

Brief Profile of Aparup
Aparup Sengupta
Aparup Sengupta, MD & Global CEO, Aegis
Aparup Sengupta is the managing director and CEO of Aegis. He has instrumentally led the growth of Aegis from a company of a handful of talented people to a large organization of 50,000 professionals across 12 countries and 50 locations.
Aparup Sengupta brings with him an enviable legacy and a sterling professional career in the IT and IT-enabled services domains. He is an entrepreneur with three successful start-ups: 24/7 Customer, India’s first CRM services company; Ion Idea, an IT services company based out of Fairfax, Virginia; and Think Harbor, a leading BPO consulting company funded by Bank Am and Nomura.
During a two-decade long career, Aparup managed complex IT projects at CMC for more than eight years, set up India’s first Internet working channel for Microland in Bangalore, India, and orchestrated several re-engineering projects in India and abroad. He has been a member and the Lead Assessor of the Jury of the CII Business Excellence Award, equivalent to the Malcolm Baldrige Award in the US and the Deming Prize in Japan.
Aparup has also served as the Chairman of the BPO Steering Committee of Assocham, India’s leading industry forum. He has also been an ambassadorial scholar to the US in 1994. Aparup is a graduate in electrical engineering from the University of Calcutta.
Awards
Aparup Sengupta was recognized as CEO of the Year 2010, by BPO Industry Awards, and a jury of his peers comprising prominent industry leaders like Pradeep Gupta, chairman and managing director, CyberMedia, and Raman Roy, chairman and managing director, Quatrro BPO Solutions. Department of telecommunication secretary R Chandrashekhar was the chief guest at the function in which Aparup was felicitated.
He was also awarded the Corporate Dealmaker of the Year 2010 award by Global M&A for successfully executing more than 13 mergers and acquisitions.
Aparup outside of work
Aparup Sengupta has a genuine creative streak. He loves belting out favorite Bengali and Hindi songs. Aparup is also a gifted writer and poet.
Click here to vote for Aparup Sengupta
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Saturday, 13 April 2013

CAREERS

CAREERSZoom InZoom Out
The Aegis way
At Aegis, employees are the most valuable asset and are provided with opportunities for global growth and learning, a fun environment, competitive pay, and freedom to express their views

Apply online
Send in your details through this online application form
PEOPLE PHILOSOPHYZoom InZoom Out
At Aegis, our philosophy is to facilitate a synergetic and interdependent relationshipbetween the individual and the corporate through complete employee involvement.
The cornerstone of our human resources management philosophy is the conviction that the wellbeing of the company and its people are interdependent, and that the company's most valuable asset is its people.
Work culture
  • Employee centric: Our focus is the welfare of our workforce. Initiatives to promote their health, safety and wellbeing are introduced and updated regularly.
  • Transparent: Aegis encourages a free bi-directional flow of information and permits open discussion of differing views.
  • Development focused: With an array of global locations and career opportunities, there is scope for continuous learning and growth.
  • Respect for individual dignity: We treat every person with respect and value his / her ideas and thoughts. We view constructive differences in opinion as learning opportunities.
  • Customer oriented: We not only understand what our customer values, but also the value the customer adds  to our  business.
  • Team driven: By celebrating achievements big and small and appreciating each other’s contributions as a team, we enjoy our journey to success.
Value proposition to you
  • Aegis continuous excellence: At Aegis, we understand that each individual has unique skill sets and contributes to the organization in his / her own way; hence, we create an environment where talent can bloom and support the management’s efforts to foster a high-performance-oriented workforce. We are committed to continously training our people.
  • Equal employment opportunity: We believe that providing equal employment opportunities for all sections of society is an  integral component for the growth of a company, and exercise this belief.
  • Integrity: We inspire trust by taking responsibility, acting ethically, and encouraging honest and open debate.
  • Working at Aegis is fun: To ensure that all employees are enthused and happy at work, we have various employee engagement programs. We also take time out to celebrate the cultural and regional identity of our employees.
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aegisglobal.blogspot.in
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MEDIA



MEDIAZoom InZoom Out
Fact sheet
A quick look at why we are one of the fastest growing global BPO companies

Press releases
News from our centers spread across the globe

Media articles
Aegis news featured in the media

Events
Aegis has always been an active participant in BPO / IT industry related events across the globe

Image library
A gallery of high-resolution images

Media contact
Contact points to address your queries regarding our businesses, future plans and other media-related issues

 aegisglobal.blogspot.in
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Tuesday, 2 April 2013

Top n best bpo company in india


Aegis is a global consulting, technology, outsourcing and training
& education company committed to impacting clients’ business
outcomes by focusing on enhancing customer experience
across all touch points and channels. Aegis was founded 30
years ago in the US and now has operations in 56 locations
across 13 countries with more than 55,000 employees. Aegis
services over 300 clients from verticals such as Banking and
Financial Services, Insurance, Technology, Telecom, Healthcare,
Travel & Hospitality, Consumer Goods, Retail, and Energy &
Utilities. The company is wholly owned by the Essar Group, a
USD 27 billion conglomerate.
For more information, visit www.aegisglobal.com or connect with
us on Twitter (@aegisonline) and Facebook 




Awards and Recognition
 Featured in Gartner Magic Quadrant for Customer
Management Contact Center BPO Worldwide 2011
 Featured as a “Major Player” in the IDC Marketscape
Comprehensive Customer Care BPO Marketplace Report
 Ranked 14th in the International Association of
Outsourcing Professionals® (IAOP®) Global Outsourcing®
100 list 2011
 No. 3, Dataquest Top 20 BPO Companies in India 2011
 No. 3, NASSCOM Top 15 BPO Exporters 2012
 2011 Contact Center Outsourcing Services Provider of
the Year, Frost & Sullivan, Asia Pacific
 Aon Hewitt Best Employers Award 2011, India & ANZ
 2011 Indo American Chamber of Commerce (IACC)
Corporate Excellence Award for the Best Indian company
in USA in Technology
 Golden Peacock HR Excellence Award 2011
 2011 MVP Quality Award for demonstrating the utmost
commitment to quality
 Aegis LISAn
 has been recognized by TMC in their
Customer Magazine TMC Labs Innovation award 2012 as
an Innovative product for 2012 in Customer Interaction management.
 Aegis acknowledged as the “Outsourcing Service Provider of
the Year “ in the Asia Communication Awards 2012
 Aegis featured in the 2012 Global Services 100 list
 Aegis has been acknowledged by Great Places to Work
Institute as one of India’s Best Companies to Work for 2012

Clients
Banking
 Global leader in personal banking in
N. America and Australia
 World’s leading consumer credit provider
 World’s leading financial services provider
Insurance
 Global leader in insurance products and services
 UK’s leading specialist adjuster
 India’s fastest growing insurance service provider
Telecom
 Global leader in mobile telephony
 World’s leading internet service provider
 US’s leading telecom service provider
Travel and Hospitality
 World’s leading online travel company
 US’s leading airlines carrier
 US’s leading car and truck rental company
Health Payers

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