Astem Technologies - Out Sourcing

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	Call Center BPO Legal Database HR & Web Services Online Education
	Call Center Customer interaction services, including call centers, combine the use of highly effective and empowered company representatives with a service framework that relies heavily on state-of-the-art communications and information technologies. A call center is sometime defined as telephone-based shared services center for specific customer activities and are used for number of customer related functions like marketing, selling, information dispensing, advice, technical support etc. thus a call center is a service centre that had adequate telecom facilities trained consultants, access to wide database, internet and other on-line information support infrastructure to provide information and support to customers. It operates to provide round the clock and year round service i.e 24 ´ 365 service. As per industry estimates, there are more than 100,000 call centres worldwide and this is expected to grow to 300,000 by 2002 employing approximately 18 million people. By the year 2003, a sum of US$ 60 billion is expected to be spent on call-centre services, further driven by e-Commerce. The use of the call centre is undergoing enormous growth due to importance attached by companies to customer care, telemarketing for product offerings, tele-banking, the concept of direct response television and home shopping, market liberalization of utilities, growth of direct marketing etc. In addition, telemarketing is growing and lines are forming part of many product service offerings. Telephone banking has led to call centre growth in the financial service sector, while in retail the increase in direct response television and home shopping have driven call centre growth. Call centres provide large and small international enterprises with the unique ability to establish a presence in foreign markets without the expense and complexity of owning and managing their own infrastructure. Some of the latest trends and value added services deployed as part of call centre design and operation are: State-of-the-art "Web Enabled" call centre environment Customized call handling applications Live, interactive call response - 24 hours a day, 7 days a week Technical Support / Helpdesk Services on-line Automatic call distribution Commitment to customer satisfaction, retention and relationship building Comprehensive and ongoing training programs. Motivational performance driven concepts Professional corporate philosophy and culture Amongst others, the service application areas, which may be addressed by call centre, include: Sales Support Complaint Handling Technical Queries Relationship and Account Management Lead Generation and follow up Telemarketing Credit and billing Problems Market Research Database Development Call centres are the most important sometimes the only-channel of direct communication of accompany with its customers. As companies realize that there is no better competitive advantage than customer loyalty, Customer Relationship Management (CRM) has suddenly become the most important agenda for the corporations. In the last couple of years, India has emerged as one of the preferred countries for setting up of call centres. Companies including GE, e-funds, British Airways, Mphasis, Dell Computers, have already chosen India as the base for their new global call centres, these are choice made for solid practical reasons, which guarantee them competitive advantage in the global marketplace. We provide end - to - end consulting for call centre, list of services are enumerated under services tab. Top
	BPO Business Process Outsourcing / Management Back Office Operations. Industries such as Banks, Airlines require large scale data processing and data based decision making capabilities. As an instance, for revenue accounting and other back office accounting operations, paper documents/raw data are sent to remote locations, which are used for data entry and necessary reconciliation’s. Using high speed datacom links for their back-office and data processing operations, these banks, airlines and other organisations with extensive data turnover and customer interface, are able to save costs and valuable resources. The prime concern of these companies is 100 percent availability of data and up time of facilities. This can be ensured through high speed datacom links from India to the parent country. In other words, such a centre could be realized simply as an off-shore extension of existing information and back office operations promising constant availability. Over the last few years, there has been a steadily growing trend to outsource these services to major IT Enabled Service providers with contract is running into decades. The prime criteria for such projects are quality of organizational processes, availability of abundant manpower and ability to dedicate resources to clients needs. Insurance Claims Processing Large insurance companies get myriads of claims. With help of well laid down rules on how they are to be processed, such processing can be done anywhere, as long as there is availability of graduates who can read and write English in large numbers, a few doctors and a few accountants. As a result, to save costs, large insurance companies in the US are now outsourcing a lot of this work. This is another good opportunity area. Insurance companies have two basic activities that require internal efforts, i.e. creating and setting up an insurance policy and then processing the large volume of insurance claims and accounting for the insurance claims. Apart form processing, there is a large amount of logistics involved in this activity. The guidelines to the process are well established and hence can be done remotely. In this business also, there is an element of helpdesk, providing annual appraisal update service by maintaining an updated database of all property records, creation of low cost property value estimates and providing for claims reporting centres round the clock. Top
	Legal Database There is constant need for lawyers, who counsel cases, to go through relevant laws, ruling and precedents in order to build up their case. This is usually done by very junior lawyers in legal firms. However, in the US and other developed countries, even junior lawyers services are highly priced. One of the ways to get around this hurdle is to have a readily accessible source of well-managed and intelligent information. One of the most promising and low cost ways of having ready access to information is information technology. Therefore, many legal firms have started to outsource this work to organizations that have a large English speaking, lower-priced workforce of trained lawyers.The job comprises of working closely with the firms to create a database of their existing records, index on the basis of various useful and common understood criterion, keeping track of new documents being created and incorporating them into database as per well established parameters.Lawyers can then simply use their computers to draw up a history of like cases and draw a clear plan of action.Once again, the rules are clear and only average qualifications and ability are required. Top
	HR & Web Services HR services has immense potential in the field of IT- enabled Services. HR service components include: recruitment screening, administration and relocation services, payroll processing, compensation administration, benefit planning & administration and regulating compliance. Web Services - Internet and the growth of the Web has accelerated the growth of remote services. Some of the web services include e-mail management, Internet security, Web page designing and updating; managing of internet commerce, acting as an exchange of data, payment and clearance, EDI supply chain management, internet data centres etc. We undertake outsourcing of HR and Web Services. Top
	On-line Education The on-line education market is booming the world over, and is currently considered a hot and growing sector. In fact, surveys conducted by leading global research firms have indicated that online education will follow an upward moving graph and that more and more organisations and individuals will implement this mode of training. Some interesting statistics on the size of the on-line education market across the globe, put forth by US based IDC point out that the on-line education or e-learning market will grow from $1.1 billion in 2000 to $11.4 billion in 2003. On-line education or web-based training implies that courses are delivered partly or completely via the Internet, an intranet or an extranet. The factors that are essentially need and availability. More than 1,600 companies including nearly half the Fortune 500 have built corporate universities. Nearly all such programs offer at atleast some classes in the traditional-way based on set schedule and led by instructors in the classroom. But 90 percent have gone virtual offering at atleast some classes on-line, primarily through the Web, but also via video-conferencing, CD-ROM and other technologies. Some of the developments taking place in the on-line education market include: Growth in education to home market Distance learning, foreign university-India training institute tie-up collaborations between India universities and Indian training houses Top