The BPO prospective
India became familiar with ‘Business Process Outsourcing’ only in the early and mid 1990’s, but now the entire
country seems to be quivering with the ‘BPO fever'. The foreign direct investment (FDI) in the country owes a lot to
this sector, which is progressing at a break-neck speed. The different kinds of services offered by BPO's include
Customer Support, Technical Support, Telemarketing, Insurance Processing, Data Processing, Internet / Online / Web
Research and so on. The cheap labour costs and the pool of skilled, English-speaking Indians have always been the
two foremost factors contributing to the BPO boom in the country. As the National Association of Software Services
and Companies (NASSCOM) points out, the other equally motivating factors include strong quality orientation among
players, ability to offer round-the-clock services based on the country's unique geographic location, positive
policy environment which bon almost equal footing with IT services companies.
The studies conducted by NASSCOM and the global consultants McKinsey & Co. brought to light certain amazing facts on
the Indian BPO segment. According to a NASSCOM study, the country’s flourishing ITES - BPO sector is estimated to
have achieved a 54 per cent growth in revenue in 2003-04. A key employment - generating sector in the country; the
BPO segment created job opportunities for around 74,400 additional personnel in India in the same year. By the year
2008, the ITES- BPO sector is expected to employ over 1.1 million Indians, with its sales expected to touch an
amazing 21$ to 24 $ dollars.
The Eifer Advantage
With Eifer as your partner, you will have access to:
Care Program Expertise: Throughout the entire world and across multiple industry sectors, our customer care
programs make use of the best benchmarks in both quality and economic performance.
Quality of Service: At Eifer, our teams are recruited and trained with all the requirements of
quality performance. To deliver a high-level of service, our people also complete ongoing training courses and
seminars to increase their knowledge and professionalism.
Technological Expertise: Our operations incorporate a full range of contact center technologies, such
as client/media interactions, data management and analysis, infrastructure and security, including automated
solutions – IVR, automatic email handling, etc.- to facilitate differentiated customer contact handling.
Services and Solutions
Eifer Solution offers a state of art Call Center facility with latest technology and competent personnel, ensuring
cost effective solution to meet the inbound and outbound calling requirements. We provide round the clock services
and support to our clients and ensure that you reach your customer anywhere and everywhere, anytime and every time.
Eifer provides extensive training for the call center agents on the accent and telephone handling skills. Our
training covers Accent and conversation skills, Call center etiquette, Internet skills, Sales skills and Technical
skills.
BPO/KPO
Services Broadly Classified
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Telecom
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Retail
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Banking & Financial services
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Insurance (Life
& Non-Life)
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Hi-tech & Manufacturing
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Sales & Marketing
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Promotional Planning
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Mortgage Processing
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Agent Licensing
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Warranty & Return Material Authorization
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Customer Relationship Management
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Category Management
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Credit Card Customer Support
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Underwriting
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Procurement Services (PO to PR Conversion)
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Order Management
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Direct Store Delivery
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Reconciliation
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Policy Administration
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Open order report
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Billing Support Services
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Virtual Warehouse
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Asset Financing
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Claims Management
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E-Auction
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Inventory Management
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Lender Support Services
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Account Administration
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Freight Audit
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Track and Trace Support
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Back office transaction processing (e.g. Mutual Fund Processing,
Trading-General/Mutual Fund, Final Statement Generation, A/c Maintenance,
e.t.c.)
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Commissions
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Global Spares order Management
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Online Catalog Sales Support
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Data Cleansing
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Payment Processing (NSF / BACS)
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Document Indexing
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Nutritional Information Management
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Eifer’s Offshore BPO Capabilities
Eifer is suitably placed with apt
knowledge and expertise to provide the following sets of services/activities for
your organizational needs. The capabilities presented below are not exhaustive
and thus, through proper evaluation and analyses, and after studying the
requirements of the product/business vertical intended to be outsourced, the
best and the most viable outsourcing solution could be worked upon, giving your
organization the best and the most profitable results.
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Banking/Financial Services
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Healthcare
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Insurance
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Sales and Marketing
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Human Resources
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Finance and Accounting
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Other Verticals
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Transaction Processing
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Medical Billing
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Insurance Application Processing
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Contact Centers
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Payroll Processing
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Account Receivable/ Payable
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R&D
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Credit Cards/Check Processing
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Claims Processing and Adjudication
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Claims processing and adjudication
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Telesales and Telemarketing
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Benefits Administration
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General Accounting
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Equity Research
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Loan Processing
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Member Management Services
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Member Management Services
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Customer Service- Inbound, Outbound, Web, Email, Others
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HR administration
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Financial Reporting
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Clinical Trails
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Mortgage Processing
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Medical Transcription
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Web sales and marketing
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Shareholder Services
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Revenue Accounting
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Collections
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Market Analyses
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Engineering Design
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New Customer Acquisition
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Architecture
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*** The list is not
exhaustive, just an insight into the capability strengths of Eifer.
Inbound services
- Customer care
- re services
- Order taking Services
- Insurance claim and verification
- Database management
We can handle any number of calls a day since we are equipped with the resources to manage a range of inbound
call center services.
Outbound services
- Direct marketing campaigns
- Selling services/ policies
- Up selling and cross selling
- Prospecting and lead generation
- Appointment setting
- Market research
- Database updating
- Welcome calls
Data Entry Services:
We offer a broad menu of data entry related services. We can enter data from scanned images or physical documents.
We make use of the latest software and hardware technology specifically developed for rapid and accurate data entry.
Forms Processing:
Information on a paper form is of little use until it is converted into an electronic format and acted upon.
Spiraling volumes of data is a common issue in a growing firm. The delays due to processing of data can also impact
customer satisfaction leading to a loss of customers, which could have a negative long-term effect on revenues and
growth. Plus, the overall data management costs increase significantly. The handling cost of documents comes to
about 6% to 15% of all revenue of a company. About 85% of all archived document is never leaving its filing
document.
The forms processing in Eifer Solution begins with the conversion of paper or other documents into digitized images.
These images can be easily organized and quickly retrieved, indexed and archived. When files are scanned or
electronically converted at Eifer, a high resolution digital copy is stored on a hard drive or optical disc.
Templates, or electronic index cards, can have information attached to them, such as author, reference number, date
created, or key words. Files can still be viewed, printed, shared and stored. The access to these documents depends
on the level of security that the system administrator has assigned to the user.
Steps in Forms Processing
Just as documents must be prepared in order to be fed into a scanner by removing staples, smoothing wrinkles,
positioning them for optimal registration, etc., so the image of a form document must be prepared by following these
steps before it can be intelligently recognized:
Document scanning
Pages of forms are scanned and converted into bit-mapped (usually TIFF) images of forms which are either compressed
and stored for later batch processing, or are passed immediately in an uncompressed format to an ICR engine for
recognition.
Image analysis
The document image is cleaned up. Character image quality is improved, using image enhancement techniques.
Background "noise" is removed from the form.
Form alignment
The image is registered and deskewed by the ICR software, which automatically aligns the form by locating special
symbols on the document called registration marks as guides.
Form identification
The document is identified by certain predefined characteristics that the ICR software is trained to look for, so
that the zones containing the fields designated for recognition can be located by a customized, predefined ICR
template. Form ID attributes can include form numbers, corporate logos, or the name of the form itself imprinted
somewhere on the form.
Form background removal
This stage is not necessary if the document is a form that was originally printed in a colored ("drop out") ink that
is invisible to the scanner being used. If colored ink is not used, the form image may contain lines, boxes, fine
print, and other form attributes-passive data-that tend to confuse the ICR engine. These form attributes must be
extracted from the image of the form, so that only the character images-the active data-are left behind. Broken and
fragmented characters are automatically repaired and restored to their original shapes.
Character field location
The predefined ICR template automatically locates the fields that contain character data. The template identifies
which individual fields on the form image require character recognition, and what the nature of those fields are-
hand print, machine print, numeric, alphabetic, alphanumeric, etc. The template also identifies which areas are
barcodes or check box recognition zones.
Character segmentation
Sophisticated software routines analyze, separate, and break down the character fields into isolated characters. If
the form is "ICR -friendly," characters are segmented with the aid of graphic devices such as boxes, tick-marks, and
connected boxes called "combs" that serve to force the form user to legibly separate the characters from one
another.
Character classification
Individual characters are classified by ICR algorithms according to their ASCII category and assigned a confidence
value, which is an index of how "certain" the ICR engine "feels" about the selection it has made. Alternate
character choices are ranked according to those values, so that they can be incorporated into editing procedures
that improve ICR accuracy. For example, the alternate choice "1" might be used instead of the first-ranked choice
"I" when contextual analysis reports that the field is all-numeric.
Post-processing
The initial or "raw" recognition results are validated using edit procedures such as grammatical rules, spell-
checkers, dictionaries, check-sum routines, and look-up tables. Ambiguous and erroneous data fields-the "rejects"-
are identified and sent to data entry operators at workstations for manual correction.
Manual correction of rejected character fields
The manner in which the data entry operator is presented the rejected data for correction can dramatically impact
both the speed and the accuracy of the reject repair process. In particular, the data entry GUI is important because
the ergonomics of data entry are what enable a given data entry operator to reach his or her maximum correction
speed.
What is interesting in forms processing is that only one of the steps-character classification-is specifically
concerned with identifying character data. The rest of the steps have to do with either preparing the imaged
characters for classification or interpreting the results of character classification. With so much opportunity for
error increasing at each successive step of the way, it is remarkable that ICR accuracy rates can attain (and
sometimes exceed) human performance levels.
Types of Form Processing
We capture data from all types of handwritten and typed forms accurately, rapidly and cost-effectively. The types of
forms that Eifer shows expertise are
- College sports rosters
- Membership application forms
- Legal forms
- Online forms
- Questionnaires
- Resume processing
- E-mail forms
- HTML Forms
- CGI forms
- ASP, JSP & PHP Forms
- Account and Tax forms
- Any and all types of Processing forms (trading, mutual fund e.t.c.)
The Process for Forms processing at Eifer Solution
We start by dividing the whole job among the number of operators. Each operator gets a certain percentage of the
job. Once the basic entry is done, the job given to each operator is then redistributed for double entry. Each time,
after the entry is completed, the data is run through a spell check for spelling errors. On completion of the double
entry the two documents are compared to detect and correct discrepancies. The completed data is then proof read by a
supervisor. This is a 100% proof reading. Finally, we do a random checking of the proof read data by a second
supervisor. This ensures a minimum accuracy level of 99.995% on all our work.
Eifer follows 3 levels of data entry to provide high accuracy rates:
At Eifer in order to guarantee high accuracy and to ensure the quality of the process we adapt different levels of
data entry. The key levels and compare levels varies depending on the requirement for each project.
Single Key
Process to guarantee 99.95% accuracy in forms processing. One operator keys the data from print or image, adds tags
if metadata and validates against DTD, runs spell check. Encrypts output. Random QC. 5% of output is checked at
random.
Key - Verify
Process to guarantee 99.99% accuracy in forms processing. No more than one error per 10,000 characters is allowed at
Eifer.
1. Manual keying from Image/Print format, tagging if metadata & validation against DTD & spell check. Output
Encrypted.
2. Second manual key with on-line highlighting of mismatch characters from the 1st key operation. Output is encrypted the second key operator will correct the highlighted mismatch characters using the source document. This process will ensure a minimum of 99.99% accurate result.
Double Key - Double Compare
Process to guarantee 99.995% accuracy in forms processing. No more than one error per 20,000
characters is allowed at Eifer.
Key1: One operator keys in the data and tags the document with the predetermined XML/SGML tags and runs
validation tool and spell check. Output encrypted.
Key2 Same as above with different operator. Output encrypted.
Compare 1 The Compare1 operator compares the Key1 against Key 2 output
and the software highlights areas of mismatch which are then corrected by
Compare1 operator based on the original source document.
Compare 2 The Compare 2 operator compares the Key 2 against Key 1 output and the software highlights areas
of mismatch which are then corrected by Compare 2 operators based on the
original source document.
Audit This is background process. In this process software will match the compare 1 & 2 output data
character by character. If any mismatching found in-between the document will go
to Audit process. If not goes to the QC Queue.
Reforms Mismatched characters detected by Compare process will be
corrected by reform operator.
Random QC 10% of output will be checked at Random. If accuracy is less than 99.995% entire
document is rejected, goes back to Key 1&2 process.
Triple Key - Triple Compare
Process to guarantee 99.999% accuracy in forms processing. No more than one error per 100,000
characters is allowed at Eifer.
Key 1 One Operator keys
in the data and tags the document with the predetermined XML/SGML tags and runs
validation tool if Meta data, output encrypted.
Key 2 Same as above with different operator. Output encrypted
Key 3 A third operator
keys in the data. Output encrypted.
Compare 1 The compare 1
operator compares the key 1 against key 2 output and the software highlights
areas of mismatch which are then corrected by compare 1 operator based on the
original source document.
Compare 2 The Compare 2 operator compares the Key 3 against Key 1 output and the software highlights areas
of mismatch which are then corrected by compare 2 operators based on the
original source document.
Compare 3 The Compare 3 operator compares the Compare 1 against Compare 2
output and the software highlights areas of mismatch which are then corrected by
compare 3 operators based on the original source document.
Audit This is background process within Eifer. In this process software
will match the compare l & 2 output data character by character. If any
mismatching found in-between the document will go to Audit process. If not, then
it goes to the QC Queue.
Reforms Mismatched characters detected by audit process will be corrected
by reform operator.
Random QC 10% of output will be checked at Random. If No Go, entire
document is rejected.
The Eifer Advantage
At Eifer we use hard copies or images as raw
data and the output will be delivered in the required format. Whether it is a
one-time projects or ongoing project, we can help you with a full range of
outsourcing services. We work round the clock and are available for any
communications.
Our services range from online data updating
on customized forms to connecting to the customer's database server securely
using VPN, updating data through various interfaces.T1 internet connectivity
with state of the art security apparatus and a certified system team will ensure
that we transition the project proactively.
Eifer offers the cost-effective alternatives
making no compromise on the quality of the data.
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Database and
Directories-Creation and Update
Eifer is also equipped to create and
update databases and directories that serve as vital pre-sales and
marketing intelligence tools for you. We have created and updated a variety of
databases and directories across industries for various leading portals and
organizations in India
and the United States.
Eifer provides document scanning,
indexing, and archiving and retrieval services for a wide variety of
applications. Scanning documents can be a cost effective alternative to
the long-term storage of paper.
Scanned images properly indexed can
also become an electronic file cabinet accessible via a local area network,
intranet or Internet. Send us your physical documents such as address lists,
invoices, purchase orders, resumes, business forms, checks, surveys, insurance
forms, litigation and case files, lease agreements, import/export documentation,
student records or tax forms and we will send back electronic images of the
documents via FTP or on a CD.
Alternatively, the images can be hosted on a document server, which offers a
high-security, rapidly implemented, cost-effective solution to document
management. It provides round-the-clock access to critical documents to a
geographically dispersed community via standard Web browsers.
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Indexing & Cataloging
Outsource to India
Electronic cataloging (E-Cataloging)
essentially involves converting paper catalogs into digitized data for web
applications. Proliferation of digital information technologies and scattered
data networks has created a need for efficient and cost-effective digital
conversion of documents. This has led to the outsourcing of such services to
third party service providers ideally firms that specialize in such information
related activities. Eifer is such a firm that specializes in managing outsourced
information related activities in the indexing/cataloging business. Eifer is
capable in providing these services to best suit your needs.
We provide total research from planning the
study, questionnaire preparation right up to analysis and presentation
We collect and analyze both quantitative and
qualitative information to provide reliable solutions to the clients. We help
clients understand the current market better, set realistic targets, plan sales
and marketing activity, customer behaviors, strengthening image of the company,
to know the best prospects, target the marketing communications strategy,
satisfaction surveys, target market demographics, location analysis, website
analysis and reviews etc. We help you understand the customers' views of the
products and services which will enable you to take the right action to keep the
business.
Market research helps you to
rationalize the strategic choices you make and anticipate new behavior on the
part of your customers. On an operational level, the collection and analysis of
data enables you to increase the business effectiveness of your programs at all
stages of their development and implementation.
Our market research services are made up of two major types of studie
1. Strategic Upstream Indicators For:
a. Understanding the evolution of society and the impact this has on ways of
consumption
b. Getting to know your markets and understanding their dynamics (segmentation,
identification of potential, etc.)
c. Creating the relevant indicators for optimizing the marketing mix (pricing,
offer/target combinations)
d. Creating the required indicators for measuring consumers affinity with your
brand
Our Means:
- Usage and attitude studies
- Value-based segmentation
- Operational data mining
- Testing of concepts, products, services
- Pricing studies
- Post-communication analyses
2.
Tactical Downstream Indicators For:
1.
Measuring the
quantitative and qualitative impact of your activities
2.
Conducting
benchmarking analyses against your competition
3.
Monitoring your
performance over time
Our Tools:
1.
Satisfaction
Impact Studies
2.
Performance
Indicators
3.
Mystery Shopping
4.
Analysis of New,
Retained, Lost Customers
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Proven Marketing Expertise
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Real Study Expertise
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A Confident Partner
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