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David Hotson Customer Service Director. Director. Granville/Time Group & Partners. Founded in 1987 by Tahir Mohsan and Dr Tariq Mohammed $400m Annual Turnover Several companies in UK, EMEA & Asia Over 1.05m PC systems supplied last year Own 26 acre manufacturing site in UK (2m capacity)

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David hotson customer service director

David HotsonCustomer Service Director

Director


Granville time group partners
Granville/Time Group & Partners

  • Founded in 1987 by Tahir Mohsan and Dr Tariq Mohammed

  • $400m Annual Turnover

  • Several companies in UK, EMEA & Asia

  • Over 1.05m PC systems supplied last year

  • Own 26 acre manufacturing site in UK (2m capacity)

  • 2200 Staff In 8 Countries (UK, France, Denmark, Spain, Italy, Hong Kong, Dubai,India)


Pc brands
PC BRANDS

  • Key Brands

    • TIME Computers

      • Leading UK Home PC brand

    • TINY Computers

      • 3rd UK Home PC brand

  • Other Brands

    • GV, OPUS, Colossus, Omega, Platina, MJN

    • White Box/ Unbranded


Total UK Consumer PC Market

PC Brands - Market Share (Units)

30

Time and Tiny 42%

25

10% Time/Tiny

20

Market Share %

15

10

5

0

Tiny

Others

Time

Packard

Bell

Dell

HP-C

E-Machines

Fujitsu

Sony

Brand of PC


Sales channels direct
Sales Channels- DIRECT

  • Granville Technology Group Ltd

    • The Computer Shop – 130 retail stores

    • Time Computers

      • Direct PC Sales

      • Time Education – Primary & Secondary Schools

  • Tiny.COM – PC Telesales and Web

  • Tiny.COM – Home Cinema –UK

  • Upgrades to 2.9 million active customer base

  • Tiny – Home Cinema - France

  • Opus Technology Ltd -Public Sector & Dealers


Sales channels indirect
Sales Channels - INDIRECT

  • UK RETAIL ( PCs and TV)

    • TIME Distribution Ltd- UK Retailers e.g. Tesco, ASDA, Office World, Makro (Metro), Woolworths, QVC, Index (Littlewoods), Co-op, Tesco (EIRE), Costco, Rymans, Powerhouse.

  • FRANCE/SOUTH EUROPE RETAIL

    • GV Services Ltd – Retail in France/ S. Europe to major food and non-food retailers

    • Currently PCs – TV Range to be introduced next month.

  • UK & EUROPE

    • White Box Distribution (Unbranded, Bare bones)

    • Currently only PCs


Internexus group sister company
Internexus Group (Sister Company)

  • True Telco with own hardware infrastructure

  • VISP and hosting services for corporates

  • Fixed Line Telephony Services

  • Owns supanet – UK’s 4th largest ISP

  • Internexus/Supanet handle around 8% of all UK ISP traffic

  • Every PC Sale = 85% chance of acquiring additional supanet customer


Current call centre operations
Current Call Centre Operations

  • Over 400 seats in the UK

    • Inbound

      • Customer Service

      • ISP Support

      • Hardware and Software Support

      • Direct Mail Order

    • Outbound

      • CRM programme for existing customers

  • Over 90 in Bangalore (2/8/03) via 2 outsourced centres

  • Pilot of 25 seats outsourced in Islamabad (17/11/04)

  • 45 seats in France

  • Break even in a service industry – very rare


Future expansion
Future Expansion

  • The demand on centres to grow as the home becomes more complicated with set top boxes, servers, WI FI networks etc.

  • We anticipate demand to grow at over 400 seats per year

  • We have to assess the benefits of:

    • Outsourcing to an offshore centre

    • Creating a Joint Venture with an offshore partner

    • Invest in our own offshore centre

  • We wish to finalise the strategy over the next 2 months


Why did we outsource
Why did we outsource?

  • At first – out of hours experiment

  • At first – generate interest for the service

  • Resource in NW England was drying up

  • Premium cost of any available resource

  • Attitude of the UK labour market


Call centre requirements
Call Centre Requirements

  • An available and suitable workforce

  • A quality service

  • An accessible service

  • A cultural fit

  • A seamless service between the UK and offshore

  • Ability to upsell additional products


Call centre requirements cont
Call Centre Requirements (cont…)

  • Clear communication between UK and offshore

  • A commercial benefit

  • Market leading technology

  • Strong management skills

  • Scalability


Offshore results so far
Offshore results so far

  • Used a UK led Outsource model in India

    • Been in Bangalore for over 18 months

  • Direct contract model in Pakistan

    • Been In Islamabad for 2 months

  • Quality is rapidly catching up with the UK

  • Sales figures comparable with UK

  • Costs are significantly reduced

  • Moved beyond a break even point to a profit centre


Our experience with pakistan

Proven (for pilot)

Recruitment process

T raining

Agent talent

Accent

Accessibility of service

Communication with UK

Commercially attractive

Unproven

Government commitment

Cultural fit

Quality of service

Management skills

Sales

Back Office

Growth potential

Ability to scale up the “provens”

Our experience with Pakistan


Our risks
Our Risks

  • Are the right skills available on large scale?

  • UK confidence in Pakistan

  • Immature contact centre market

  • Pakistan is unproven on an international scale

  • Management infrastrucure

  • Indian “headstart”


Rewards
Rewards

  • $600 Billion global industry by 2007

  • $21.4 Billion industry in UK

  • 2.99% of UK working population in contact centres (0.5m)

  • $2.8 Billion industry in India

  • 285,000 seats in India

  • Still growing in UK despite the number of jobs offshore

  • Huge attraction for potential employees – a modern opportunity for the future generations

  • Move quickly or fall further behind


What next for granville
What next for Granville

UK?

India?

Pakistan?

???

Help make it happen


For further information please contact;

Eveready Communications (Pvt) Ltd.

Tel: (+9221) 2634817,18,20

Email: [email protected]


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