Transforming the Destiny landscape

1. An Overview Destiny Data Solutions • Destiny Outsourcing BPO Services • Way To Success… Transforming the Destiny landscape

2. Agenda… • To provide an overview of the centre • To provide an overview of the reporting hierarchy at the centre • To provide an overview of the processes being handled at the centre • Solution / work flow architecture • Productivity and Quality tracking mechanism • To provide an overview of the training mechanism • To provide an overview of the escalation governance structure • Service Delivery related • To provide an overview of the Information Security measures • To provide an overview of the process innovations brought in at Ahmedabad • Resulted Efficiencies • To provide an overview of the motivational measures and Incentives

3. Introduction… • Destiny Outsourcing BPO Services is a fast growing Business Process Solutions Data Entry Solution (BPO) and Call Center & Solutions Company based at Ahmedabad, (Gujarat) India. • Welcome to Destiny Data Solutions Call Center. We are a world class bilingual call center offering reliable and cost effective call center outsourcing services. Outsourced call centers provide a cost effective solution to a range of business needs, including customer service, collections, call center support services and more. Our commitment to our customers is to provide innovative cost effective inbound & outbound call center and BPO Processes, KPO Processes and Data Entry Solution,SEO Solutino, Web related services, 2D and 3D Animation Services that match their needs. • We offer outsourced call centers to meet a broad range of business needs, including outsourced customer service, inbound call center, outbound call center, and outsourced telemarketing service, in addition we provide back office support, tech support and help desk outsourcing services. Destiny utilizes outstanding people and cutting edge technologies to bring our customers reliable, high quality and affordable services. • Our outsourced call centers are designed to maximize efficiencies and provide the most cost effective business solutions possible. We provide high value, lower cost business process outsourcing services at a fraction of the normal costs. We reduce overhead and administrative costs for your business with our inbound & outbound call center services. In addition, our polite, well trained agents, experienced management team and state of the art technology provide improved service and response times for your customers. • Outsourced call center services from Destiny provide businesses with the opportunity to reduce costs, improve service, and increase profits. We can tailor a flexible solution to meet the specific requirements of your business. Contact us by telephone, Email or through our website to learn more about how outsourcing call center services to Destiny will benefit your company. • To remain a winner amongst the competitors it’s imperative to offer best of the services and we strongly believe in that philosophy. Our approach towards offering value additions to our clients helps us to strengthen relationship and grow with them steadily. We identify prospects, overcome obstacles and define realistic goals to achieve success...

4. Our Vision and Mission… Our Mission Our vision is to become a leading and highly dependable Destiny Company providing exclusive data entry and data processing services to clients, customers as well as individuals. We strive to offer high quality data processing services at most competitive rates and ensure security and confidentiality. We are confident that we would leave no stone unturned in our endeavor to become one of the most preferred data entry services company in the industry. Mission : At Destiny Data Entry Services India, our prime motive would be to enhance your business capability through reliable data processing and accurate data entry tasks. As a professional data services company we value our clients and their business and try our best to exceed their expectations by offering world class data entry services. In order to support our mission statement we would abide by the following value statements: Quality : Quality is an essential ingredient and an integral part of what we do. We ensure that whatever we do and whatever we deliver follows strict quality standards so that you get accurate and error free solutions all the time. Focusing on Client’s Requirements: We have a long list of client to which we pay special attention and provide solutions to their requirements. We strive to understand what exactly are the business goals of our client and what is their vision and then we work to find the best solution. Value added business: We value the business of our clients and our esteemed partners. We constantly look out for unique ways to further enhance the business capability of our clients through effective data entry services. Integrity: We seek to build long lasting relationships with all our clients, business partners, employees through open and clear communication. Our data services team is always ready to help our clients and partners in all possible ways and earn trust and respect by demonstrating absolute sincerity and honesty at work.

5. Centre Profile… PhysicalFacility . Concrete Structure . Built Up area of around 1000 to 1500 sq. ft. PhysicalInfrastructure . Server . Training room . Ergonomic chairs . Soft boards for updates . Round the clock physical security Destiny Technical Infrastructure . Scanner and printer . 5 Mbps Broad band connectivity from two ISP . LAN connectivity • Resource structure • . Centre Manager • . Process Leads • . Quality Leads • . Process Associates Infrastructure Matrix Enriching Lives through Destiny Employment

6. Centre Resource Structure… • Process Associates: • Process associates are directly involved in the production. They come from Proper Ahmedabad and are generally 10+2 or graduates. Their commitment and honesty finds them as the base for the pyramid. • Process leads / Quality leads: • Process leads and quality leads are in charge of productivity and quality with regard to the service being delivered to the client. These are generally Post graduates having 2+ years of experience in the industry. • Process Manager : • Process manager is the highest reporting authority at the centre. Process managers are recruited from the industry having at least 4+ yrs. of experience. Their ability to lead the team of highly motivated individuals set them apart. Proc. Mgr Process Leads Quality leads Reporting Hierarchy Resource Pyramid Process Associates Bringing jobs to the people rather than taking people to the jobs

7. Overview of the current processes… • For a Loyalty Card Company: • IYC Membership Enrollment Forms • Email Response Processing • Profile Updation • Call Back resolution of queries • ACER Serial Numbers Forms • RTO Register of Motor Vehicles forms • Schwans number data entry • Uninor & Reliance Telecom costumer forms • For a leading health insurance company: • Reimbursement claims processing • Domiciliary claims processing • ICICI Lombard Insurance forms • Insurance forms Filling • Medical Billing Database Support • For a US based logistics company: • Data capture from Driver log sheets • Castrol Rebate from data entry • Hold Cube Proven to increase Sales USA • Auto mobile Insurance usa • Ware House Dept Form Filling Making IT work

8. Process Overview (For a IYC Membership Enrollment Co.) IYC Forms Collection, screening & dispatch (at the Parliamentary constituency level) Package and Dispatch to Scanning centre Collection of Forms by the courier agent from LRO Bar code scanning and Screening of Forms by the courier agent IYC Forms IYC Forms • Count and segregate the forms assembly and language wise • Screening as per SOP • Issue a receipt to the LRO • Scanning of the bar codes using a hand held scanner • Prepare a list of bar codes sorted by assembly and language • The forms may be handed over assembly wise by the LRO or it may not be so. (Each Parliamentary Constituency has 4 to 5 assembly constituencies) • The forms will be packaged assembly and language wise and a copy of receipt is put over each of the courier packets. Scanning center – Bangalore , Ahmedabad Data Entry – Ahmedabad , Jaipur ,Kota, Receipt of Forms Automatic Cropping and saving of photo and signatures in a specified file format by the software Data Entry 1 from Scanned Images (22 + 6 fields); Flagging invalid data through providing remarks Scanning and saving of Form, Additional documents (assembly and language wise) Data Entry 2 from Scanned Images (4 fields) Mismatch rectification between (DE 1 & DE 2 through QC Bangalore Server Membership Data base (my SQL)

9. Process Overview (For a IYC Membership Enrollment Co.) Field Executives Collection Centres (At each district) DES Scanning Centre DES Data Processing Centre IYC Data Centre Receipt of the forms from various assemblies by DES coordinators Receipt of the membership forms & proofs at DES Scanning centre Upload of the Images to the Image server hosted by IYC Collection of Membership forms from the people across district Image Retrieval Check for bar code, sign, proofs, completeness of office use section Prepare the batch for Scanning Remote Access of the Images Forwarding of the collected forms to the Dist. HQ Scanning & saving of the bar codes Image retrieval as per requisition Data Entry 1 and Data Entry 2 from the scanned images Prepare a Accept / reject report Scanning of the forms and proofs Data querying , Generation of reports as per requisition H/O incomplete forms to IYC person Rectification of mismatches between DE 1 and DE 2 and Flagging of Invalid data Indexing of the Images and upload Access the image server and crop the photos and signature Membership database (my SQL) Segregate the forms assembly and language wise QC through Physical Verification Packaging & Dispatch to the DES Scanning centre Dispatch of the hard copies for Shredding Work flow Architecture

10. Process Overview (For a Loyalty Card Co.) • Email Response Processing Ticket-after-call (TAC) to be raised ? Access CRM and receive query Understand and Classify query Reply to customer ` No Yes Stop No Verify if email id is registered with us Enquiry Request / Complaint Yes Reply and provide TAC to customer Update Backend Request / Complaint Work flow Architecture Clarity of flow ensuring effective delivery

11. Process Overview (For a Loyalty Card Co.) • Profile Update process Customer calls the call center to update his Profile Call center Executive raises a request to update his profile An agent at DES takes the daily dump from CRM, sorts it based on incident summary and then updates the profile. Few checks are done before updating the profile If the checks are fulfilled If the checks are not fulfilled Then update the customer’s profile in LMS & Confirm the closure of the request Then reassign it to the call center, who will call back the customer and redo the request Work flow Architecture Clarity of flow ensuring effective delivery

12. Process Overview (For a leading health insurance co.) • Reimbursement and Cashless claim processing Dispatch of Cashless/Reimbursement Claim folders from the client location Genuineness and originality of the Claim form Verified Tabulation of bills done under various heads as per predefined tabulation method Receipt of the Cashless/Reimbursement Claim folders at DES Ahmedabad Admissible amount under Investigation charges decided after confirming the lab reports Admissible amount under Medicine charges decided after deducting all the NMEs’ Admissible amount under Treatment and Surgery charges decided after deducting all the NMEs’ Acknowledging the receipt of the claims in the Log Book Policy parameters of different corporate to be applied differently before categorizing any non-admissible amount Processing of the Claims based on a pre defined process QC carried out and the respective folders are sent to client HQ on a daily basis * Image based processing of Reimbursement claims is also being carried out Work Flow Architecture End of the Process Clarity of flow ensuring effective delivery

13. Process Overview (For a leading health insurance co.) • Domiciliary claim processing Dispatch of the Domiciliary Claim Documents from client location Soft copy of the Claim data forwarded from client location Claimant’s Signature Verification Receipt of the Domiciliary Claims & Excel claims data Documents at Destiny, Bill originality & OTC drug verification Verifications match the requirements Pre-numbered Bill Verification Verifications do not match the requirements Lab Reports Verification Claim amount approved and the soft copy of Excel updated accordingly Acknowledging the receipt of the claims in the Log Book Claim amount rejected/ Information request made and the soft copy of Excel updated accordingly Insurance Coverage period verification NME & other Policy related Verification Processing of the Claims based on a pre defined process Soft copy of the Excel Sheet sent to client location Soft copy of the Excel Sheet sent to client location END Work Flow Architecture Clarity of flow ensuring effective delivery

14. Process Overview (For a leading health insurance co.) • Domiciliary claim processing Dispatch of the Domiciliary Claim Documents from client location Soft copy of the Claim data forwarded from client location Claimant’s Signature Verification Receipt of the Domiciliary Claims & Excel claims data Documents at Destiny, Bill originality & OTC drug verification Verifications match the requirements Pre-numbered Bill Verification Verifications do not match the requirements Lab Reports Verification Claim amount approved and the soft copy of Excel updated accordingly Acknowledging the receipt of the claims in the Log Book Claim amount rejected/ Information request made and the soft copy of Excel updated accordingly Insurance Coverage period verification NME & other Policy related Verification Processing of the Claims based on a pre defined process Soft copy of the Excel Sheet sent to client location Soft copy of the Excel Sheet sent to client location END Work Flow Architecture Clarity of flow ensuring effective delivery

15. Process Overview (For a US based logistics co.) • Digitization of Driver log sheets Import data from client and allocate it to DES associates DES associates begin to capture data (production) from the time data is allocated to associates. Quality check begins when 10% of data captured(production) is completed. Data has been captured and QC also done(production completed). Data is exported back to client at the end of day. Work Flow Architecture Clarity of flow ensuring effective delivery

16. Process Overview (For a US Castrol responsibility co.) • Castrol Rebate from Amount of Rebate 5 to 9 Quarts: $7 More than 10 Quarts: $14 1 This is a 5.1 Quart bottle: 2 This is a 1 Quart bottle: Work Flow Architecture Clarity of flow ensuring effective delivery

17. People Profile…. • Qualifications: Generally Plus two and above – many graduates • They come from Proper Ahmedabad Gujarat • Farming is primary family background • Team leads and Process managers recruited/deputed from industry • Basic Training provided in : • English Read & Write • Computer skills • Soft Skills • Process Training • Provided by clients • Specific to the process assigned • Provided as part of process transition Proc. Mgr (01) Process Leads (02) Process Associates (35) Resource Pyramid

18. Typical Center Profile…. 10 to 30 seats with fully done-up modular work desks with ergonomically comfortable chairs Full capacity of 30 to 60 associates in two shift High speed broad band connectivity with two providers for resilience Local Area Network and LAN router Technical Infrastructure managed by a reputed technology company

19. Productivity and Quality tracking… Sample Dash Board: BPO Company KPO Company Data Company Logistics Company Loyalty Card Company Outsourcing Company Seo Services Company Health Insurance Company • In order to ensure that we not only meet the SLA’s but also exceed them , we have developed and put into practice detailed productivity and quality tracking mechanisms at the individual level. • This ensures that we constantly improve our service delivery and also innovate in order to excel in our commitments to the clients. • Also ensures constant flow of information to the client on a day to day basis • It also helps us in responsibility fixation and constant innovation. What gets measured gets done

20. Training… • Foundation Training Destiny believes in harnessing the power of talented workforce.A typical Destiny Outsourcing employee comes with a persevering attitude and sincerity. We at Destiny provide the foundation training catering to typing, English Reading and soft skills. We also nurture and strengthen the inherent values of the Gujarat. • Process Training Intensive Process training is provided in collaboration with the client after the successful completion of the foundation training. Empowering people to build an empowered nation

21. Service delivery governance… • Based in Main Office • Has overall responsibility for delivery across all centers • Client Accountability Chief Delivery Officer • Based in Regional Office • Has delivery oversight for centers in the Region • 6 Regional Centers, each overseeing 10 hubs • Client Accountability Process Directors Quality Managers Senior Process Managers Quality Managers Issue severity • Based in Hub Centers • Has delivery oversight for 8 designated centers Process Managers Asst. Process Managers • Based in Destiny Centers • Has delivery oversight for the assigned center Service delivery Governance Structure Destiny.BPO@metro.SLAs

22. Information security Measures… • At Destiny Outsourcing, we respect the sacredness of client’s proprietary data. We therefore employ high standards of information security. • Firewall to keep intruders away from databases containing confidential data • Restricted usage of mobile phones, PDAs, Laptops, pens and notebooks by authorized personnel only • Lockers for mobiles and other belongings outside the work area • All the employees are required to sign NDA and information security policy • Writing devices disabled • Paperless Environment • Regular security audits • CCTV monitoring (to be in place shortly) Securing your information is key aspect of our business

23. Process Innovations… Templatization of responses: Based on our experience in handling customer service we developed templates for various query scenarios and helped in reducing the TAT and increasing the overall productivity. (This was undertaken for the service being delivered to a Loyalty card company). Image based processing: We provided an image based processing solution to one of our clients in the health Insurance sector. This has reduced the physical movement of paper and has resulted in a paper less processing environment. We also reengineered the process by application of assembly line processing in place of end to end claim processing by a single individual. This has resulted in increased efficiency through reduction in the overall TAT and increase in overall productivity through specialization. Destiny .BPO

24. Motivational Measures… • We believe that employee motivation and satisfaction is the key for continuous improvement. We therefore hold a lot of events , competitions etc. to keep the drive for continued excellence (apart from the monetary incentives. ) Some of the initiatives are listed below: • Ethnic day celebration • Trekking • Outings • Holding of matches • Encouraging community events like Ganesh puja etc. Harnessing the power of talented rural youth

25. Our Location... • Head Office: • Destiny Outsourcing Bpo Services • 11,2nd Floor,Jay Complex Near Parul Nagar Society Gate -3 NR Bhuyangdev Cross Rd.C.P.NagarRD.Ghatlodia, Ahmedabad – 61 Ph: + 91-079-2929 8486,+91- Gautam 9879143854,Rohit 9376474160 • Email: info@destinyoutsourcing.com • Web : www.destinyoutsourcing.com • Corporate Office : • Destiny Data Solutions • 2nd Floor, 12 Malhaar Complex, Beside Sola Railway Over Bridge, Nr.S.G.Highway Over Bridge,Sola,Ahmedabad -61 • Email: destiny.datasolutionsdate@gmail.com Countryside Nationwide

26. A journey from Life of Business To Business of Life Thank’s WWW.DESTINYOUTSOURCING.COM