Dynaxon IT Services Pvt. Ltd. Corporate Profile

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DYNAXON IT SERVICES (P) LTD.
ISO 9001:2008 and ISO 27001 Certified Company
INDIA | PHILIPPINES | UNITED KINGDOM

Introduction
Customer Service, Customer Experience Management and Customer Expectation Management
are fundamental to every business. However, many global organizations – big, medium and
small struggle to achieve the efficiencies that would enable them to outmatch industry leaders
and competitors since they are unable to perform personalized marketing strategies, targeted
offers, and products based on customer behaviour and attributes.
At Dynaxon, we understand that Customer Service, Customer Experience Management and
Customer Expectation Management are:
• Not simply a byproduct of having customers. It is the
• Cornerstone of retention, loyalty, and long-term revenue growth.
Our customer service outsourcing solutions:
• Delivers higher efficiency and lower cost by applying our long heritage of business solution
• We commit and strive to make the contact center operation more effective.
• Tandem effectiveness and efficiency of Resource, Quality and Operational Management
yielding higher and optimum productivity.
• Informed and intelligent strategy and decision making with the use of analytics and social
media to drive smarter customer interactions, and increased customer satisfaction
• Using state of the art and most updated technology as a primary platform to all business
transactions.

About Us
Dynaxon provides transformational BPO, Contact Center and Technology service solutions that
drive efficiency, profitability and scale in complex. Our industry expertise, specialized
technology, advanced analytics and passionate commitment to our clients businesses enable
us to rapidly implement solutions for continual process improvement, cost control and
superior customer interactions.
• We dive deep into our clients operations to provide actionable insights and visibility across
process gaps.
• We focus and strive for long-term customer relationships, increased operating margins and
new opportunities for revenue growth.
• Inspite of growth in size and services offerings we are always guided by the core
component contained in Our Mission to provide measurable, predictable and sustainable
results for our clients.
• We are dedicated to enhancing customer productivity by providing superior services and
coordinating support efforts with other production groups with a spirit of ownership
• Our service solutions is delivered through our service delivery sites in Philippines and India
combining both brick and mortar and work from home models that drive efficiency,
effectiveness, profitability and scale in complex with mitigated redundancy and business
continuity capabilities through a global delivery model.

History
Dynaxon was founded in the early 2011 with a humble back ground and has rapidly grown into
a diversified company with a staff strength of over 150 employees spread across multiple
locations with 2 delivery centers in India, 1 delivery center in Philippines and a satellite office
in United Kingdom. As our brand name suggests literally Dynaxon – Dynamic Action, today we
are well recognized brand in call center industry carved and attained through ethical business
practices and customer service orientation and maintains positions of leadership among the
outsourcing companies in its segment thus creating a niche whereby dynamic actions and
ideas is the way to go about our business.
Dynaxon is an ISO 9001:2008 certified company for Quality Management System and ISO
27001 for Information Security Management duly certified and accredited by United
Ackreditering Services Ltd., (UASL).
The growth of Dynaxon has been engineered by the spirit of the individuals who across levels
have kept ahead of the rest and are pioneers in the industry and have regularly stood up to the
challenges that our businesses throw at them. We have a team of highly motivated and
competent professionals that propel us to deliver the best possible business solutions and
services to our clients.

What we do
Dynaxon is an emerging BPO building a “Dynamic Network” with clients and its customers. We
focus on applying creative but proven methods and tools in our processes to enable our clients
to achieve an edge over their competitors. Initiated by Dynamic business leaders and
supported by a team of master and like-minded professionals, With Dynaxon IT Services you
will be able to:
• Better plan and execute your new products and services with added value added services.
• Drive orders to cash more rapidly and accurately with no compromise on the quality of
transaction or service.
• Build a stronger customer base.
• Link all your disparate systems, vendors and locations together to drive a fast, efficient and
accurate service operation. You will gain a critical insight into your various customer
contact experiences cut both operating costs and capital expenditures, and enable a
process of continuous learning and improvement that will drive better and better
outcomes both in terms of customer satisfaction and financial results.
At Dynaxon we live our Mission, Vision and Core Values every day, at every department &
function and every level and role in the company. These principles are used as an active guide
for our decisions from the top down and our results for our clients are the evidence of their
successful integration into our operations.

Focus and Core Competencies
• Customer Outreach: Appointment setting and Customer Relationship Management
lifecycle - from customer targeting and segmentation to customer acquisition leading on to
continued engagement resulting in superior retention.
• Virtual Office: Dedicated teams managing and handling core basic desk tasks like phone
answering, email answering, appointment scheduling, social media content management,
document processing etc. to relieve customers’ core team to focus on more complex in
house tasks thereby increasing productivity and reducing costs on core basic desk tasks.
• Lead Generation: Focus on B2B as well as B2C, tele prospecting, lead nurturing and survey
based lead generations.
• Multi Channel Support: Customer order/support Helpdesk through voice, email, chat and
social media channels, Enquiries, Financial transactions, E-Commerce Support, Shipping
and Logistics coordination
• Sales through Service: Using the value of service channel to generate sales through upsell
and cross sell.
• Back Office Support: Data entry, Indexing, Invoice Entry, Appointment rescheduling, Email
Management
• Technology Services: Software Solutions, Web Solutions, Application Development,
Maintenance and Support, Off shore Development, Payment Gateway and API Integration.

Mission and Vision
Mission:
Our mission is to drive measurable, predictable and proven methodologies in client services
and customer experience management.
Vision:
Our vision is to become ‘THE’ standard by which market leaders measure their practices and
methodologies.
We create new ideas that enable us to provide industry-leading solutions through people,
process and our dynamic network. We:
• Deliver dynamic, innovative and competitive services.
• Demonstrate creative and dynamic thinking.
• Create and implement dynamic changes.

Core Values
Integrity and Transparency:
We demonstrate the highest level of ethics and transparency in everything we do through
open, honest communication with our clients, partners, and each other. We
• Conduct ourselves with the highest standards of ethics, personally and corporately.
• Deal honestly in all of our relationships.
• Treat our clients, partners, and each other with respect.
Service Excellence:
We provide the highest levels of service by understanding our clients requirements, being
focused and disciplined, and working with a sense of urgency. We
• Focus on our customers’ growth.
• Develop and implement dynamic solutions.
• Simplify, document, forecast, and report in order to improve upon all of our processes.

Core Values
Results Oriented:
We deliver orders and services aligned with our customers’ goals by being systematic, process
oriented and quality driven. We
• Add value in everything we do with our clients, partners, and each other.
• Define and measure ourselves against client-focused requirements.
• Turn data into intelligence and strategies through meaningful analysis to make informed
decisions.

Why Dynaxon
SCALE AND GLOBAL DELIVERY FOOTPRINT
• We customize the scale of the engagement according to client needs. Our delivery
excellence, based on a robust global delivery capability, offers strategic sourcing options –
brick and mortal as well as work from home solutions for mitigated redundancy and
effective business continuity capabilities.
• Our optimal mix of delivery locations between India and Philippines with similar cultural
familiarity, enhanced linguistic and integrated domain knowledge, and contact center skills
help enhance process efficiency, communication and customer experience.
CENTER OF EXCELLENCE
Dynaxon’s Center of Excellence model, combined with a large suite of proprietary and third-
party technology solutions, with an additional focus on analytics and automation, helps
improve customer lifetime value.
PARTNERSHIP ORIENTATION
We embrace the client’s culture and offer complete transparency in the relationship along with
a robust governance model. We operate across the world providing ‘One Service Standard’.
This ensures that our client always has access to our best practices, knowledge base and assets
across different geographies.

Management Team
Since the inception of Dynaxon from a humble and small background, the company has experienced
exponential growth due to team of professionals involved across all levels. This is also majorly been possible
due to the success being engineered by a group of success driven, technology oriented, customer centric and
motivated professionals. These architects of Dynaxon’s success comprises of highly skilled and experienced
veterans who are pioneers of the outsourcing industry with over 50 plus person years of senior management
experience.
Mahendra Singh (Board Member & Managing Director)
Mahendra Singh founded AMDG Ltd. in November 2009. A graduate in humanities, Mr. Singh has an
experience of 14 years in the ITes and BPO industry. His extensive work experience includes holding
various positions in HSBC Ltd., Fusion BPO and a Web Development company that includes business
planning, finance, vendor management and operations.
Dipendra Pradhan (Board Member & Chief Executive Officer)
Dipendra Pradhan is an experienced leader and business strategist in Outsourcing Industry, Contact
Centers and Information Technology Services with 20 plus years of experience in BPO & Contact Center
Operations and Team Management, Quality and Compliance, Management Information System,
Human Resource and Talent Acquisition, Sales and Business Development with new customer
acquisition, strategic business and client relationship management, budgeting and risk assessment
including revenue generation assessing short and long term profit and loss. Having experience in
acquiring/developing, operating and managing various Lines of Business ranging from pre sales to post
sales support, he has developed a niche in the industry by delivering highest standards of support at
various roles and levels. Mr. Pradhan is a one stop solution to almost any and every BPO’s micro and
macro business functions of account and customer relationship management. Over his career Mr.
Pradhan has also earned recognition with brands like HSBC and Fusion BPO for his diversified analytical
and strategic approach to business and service delivery.

Management Team
Sanjeev Sukumaran (Board Member & Principal Advisor)
A Mechanical engineer with Post Graduation in Marine Engineering, Management and Applied
Psychology and PhD in HRM/Management, Sajeev is an internationally experienced leader and
Management Consultant with close to two decades of experience in strategic management
consultancy, business advisory, sales and business development, client relationship management
and team management. He has developed his rich experience by delivering significant value to
internal and external clients across Financial Services, computer software, higher education,
commodities and shipping sectors. He has also worked at highest levels in Fortune 500 companies
including his last assignment in Thomson Reuters, UK.
His key strengths include areas in Business Strategy and has been key to various start ups
including Dynaxon in software technology, e-commerce, education, Big Data to scale to newer
heights and secure Series A and B fundings. He is a proven expert in implementation of shared
services, Lean Consulting, Post Merger Integration, optimizing Operating Model, Risk & Change
Management, Transformation Program Management, setting up large business, consulting and
integration services. He has strong communication skills and is exceptionally good at building
effective working relationships with CXO levels and with colleagues across international cultures
globally.
He is also Guest Lecturer/Visiting Faculty at various leading Management colleges. Member of
Academic Council of leading Engineering & Management colleges. Coach and motivational
speaker in many leading organisations and trusted advisor to for start ups and new business.
Mentor to 10,000 startup and new business, and member of technical council at Chambers of
Commerce and consultant to governing body of Hockey Karnataka.

Management Team
Apu Nandy (General Manager – Support Functions & Client Services)
Apu has served in the company since its inception. A Masters Degree holder in
Humanities from Jadavpur University, for the last 12 years his background has
consistently demonstrated project management skills including customer
relationship management and keen understanding of software applications and
CRM databases with brands like HSBC Ltd., Wipro Ltd., Fusion BPO etc. Currently his
main responsibilities include direct involvement in account management and
management of complete Support Functions with Dynaxon.
Rohit Upadhya (Assistant Vice President, Operations)
Rohit is a senior executive fusing technology and industry background with
Customer Service expertise to drive time-to-market cost savings, operational
improvements and sustainable growth. He has earned his degree in commerce from
the University of Calcutta. Rohit has experienced continuous growth and
progressive experience in Sales, Marketing, Customer Service and Operations over
his tenure of 10 years in the industry that includes brands such as HSBC Ltd., Wipro
Ltd. and many more.

Management Team
Deependra Shekhawat (Head of Department – HR and Finance & Accounts)
Deependra has over 12 years of experience across financial services, teaching and
outsourcing industries. He is a part of the pilot team at Dynaxon and has been at
Dynaxon since inception. A science graduate from University of Kolkata, he has also
completed Bachelors of Education from North Bengal University. With an avid
experience in various backgrounds, Deependra has been the fulcrum of Dynaxon’s
Human Resources and Finance teams, creating new avenues and focus on talent
acquisition and retention as well as multi tasking the same with internal Finance
and Accounts management.
Melody ChhakChhuak (Head of Department – Quality Control)
Melody has over 10 years of experience and has been involved extensively in
Quality control roles for various projects in companies including Fusion BPO, SAPS
XL Technologies etc. With in depth understanding of Quality Control measures and
standards Melody with her team enables Dynaxon to consistently deliver high
quality deliverables. As HOD – Quality Control, she ensures that the right balance
between quality and quantity is always maintained.

• Customer Outreach: Appointment setting
& Pre sales activities including customer
acquisitions and sales
• Virtual Office: Virtual office with phone
answering, email answering, appointment
scheduling, social media content
management, document processing etc.
• Lead Generation: Focus on B2B as well as
B2C, Tele prospecting, Lead nurturing
• Multi Channel Support : Customer
order/support Helpdesk through voice,
email, chat and social media channels,
Enquiries, Financial transactions, Upselling
Shipping and Logistics coordination
• Back office Support : Data entry, Indexing,
Invoice Entry, Appointment rescheduling,
Email Management
Provide visibility, information,
planning and outsourced
operations support(BPO) to supply
chain organizations using
technology enabled solutions. We
also provide diverse technology
solutions thereby providing a
complete package.
• Software company, or
• A general consulting company, or
• We do not own or operate physical
network assets like technicians,
logistical networks etc.
Our Focus: Customer Delight What We Do
What We Are Not
What We Do

Selected Client List
Founded back in 1998, DLG changed direct marketing with Consumer Lifestyles – the UK’s first telephone
lifestyle survey. PDV drives data acquisition with high quality and responsive leads. Fuelled by the quality and
commitment , DLG and PDV continue to strive for excellence in multi-channel direct marketing.
Smart Utilities are a part of a Sales and Marketing Group that has been in operation for over 5 years. Smart
Utilities, based in West Melbourne is a utility/insurance/telephony comparison and switching service, offering
this service at absolutely no cost to the customers.
Rebelle is a hair fashion company. Rebelle clip-in hair extensions, hair jewelry, and accessories help you design
creative, beautiful, trendsetting hairstyles that are in tune with your individuality, lifestyle and fashion. At
TrueRebelle.com you can explore your style persona through our one minute style quiz and be presented with
many ways to get that head turning look.
The NoPap Sleep Company offers products to help address an important daily life issue. It is our platform
to provide education and awareness of Positional Sleep Therapy and Positional Sleep Support. NoPap
encourages all consumers to research positional sleep therapy independently and then offer solutions.

 Philippines (Manila)
 India (Kolkata)
 Satellite Office United Kingdom (London)
 Current capacity for 250 people, building
capacity for 200 more
 State of the art IT / Infrastructure
 Operations
 Processes
 Technology/Optimization
 Thought Leadership
 Industries: 3rd Party Service
Providers, Telecom, Data & Lead
Generation
 Size : SMEs
 Geographies : USA, UK, Australia,
India & Philippines. Capability to
deliver services globally based on
requirement
 Industry practitioners
 Operations management professionals
 Data/analytics experts
 Technology experts
 Subject Matter experts
 Domain expertise across multiple
processes/industries/Lines of Business
 Horizontal BPO experts
Global Operations Focused On Service
Strong Client Base Expertise
Business Overview

18
Service Offering and Delivery Solutions

Service Offerings – BPO & Call Center Services
•Customer Satisfaction Survey & Feedback
•Lead Generation & Appointment Setting
•3rd Party Verification Calls
Outbound Voice Support
•Data Validation & Verification
•Customer Services & Help Desk Support
•Tier 1, Tier 2 & Tier 3 Technical Support
•Seasonal Call Spikes & Overflow call traffic handling
•After Office Hours Services
• Complaint, Query and Customer Retention
Inbound Voice Support
• Receptionist and Phone Answering Services
• Email answering
• Appointment scheduling
• Social Media and Digital Content Management
• Online document processing
Virtual Office
•Telesales
•Inbound Sales, Cross Sell & Up Sell
•Promotional Offers & Sales
Sales & Customer Acquisition
•Email Append
•Data Entry and Form Processing
•Live chat
•Order processing, Order Taking and Returns Processing
•Billing and E-Mail Support
Non Voice Support

Service Offerings – IT and Technology Services
•Application/Software Development, Maintenance & Support
•MIS and CRM Solutions & Support
•Payment Gateway & API Integration
Application & Software
•Website Development
•Web Multimedia
•Intranet Development
•Digital and Web and promotions
•Web Hosting
• E-Commerce
Web & Digital
• Service Identifying & link building
• Keyword search
• Competitive analysis & solutions
• Onsite optimization
• Social Media and Digital marketing
SEO Services
•Software Manual testing
•Software Automated testing
Quality Assurance & Testing
•Logos, Brochures & Product Catalouge
•Advertisements
•Corporate profile presentations
•Brand building and promotion
Graphics & Multimedia

Global Delivery Experience & Footprint
UK
TELECOM
SURVEYS
UTILITIES
TIMESHARE
AUSTRALIA
UTILITIES
SURVEYS
TELECOM
CANADA
EDUCATIONAL
PROGRAMMES
DATA
VALIDATION
INDIA
LOGISTICS
NGO
COLLECTION
CENTRE
SOFTWARE
OUTBOUND
INBOUND
AND
OUTBOUND
NON VOICE
SERVICES

Voice Services – Experience & Footprint
•Tele persuasion services
B2B and B2C Outbound
•Customer Satisfaction, Lifestyle and Opinion Polls
Surveys
•Data Validation, Appending and Appointment Fixing
Lead Generation
•Value Added Services and Plan Change
Up selling
•Billing Disputes, Payments and soft collection calls to defaulters
Billing and Collections
•In conjunction with outlets to set up new contracts
Channel Support
•Quick turnaround of the Verification process resulting on faster activation of account
Post Sales Services
•Manage Queries and Complaints, Service change Requests, Delivery enquiries, Billing related
concerns , Support & Enquiries, Order related issues
Customer Care
•Managing customers who want to cancel existing contracts and renewal of contracts of
existing customers
Customer Retention and Contract Renewal

Transition Methodology
Opportunity
Identification
Process
Understanding
Service
Agreement
Transition
Set-up
Knowledge
Transfer
And
Training
Pilot
Steady-State
Operation
Tollgate1
Tollgate2
Tollgate3
Tollgate4
Knowledge Transfer Operations
Solution
Identification
Strategic
Assessment
Ongoing
• Identify benefits to customer
• Understand current process
• Propose solution
• Finalize Services Agreement
• Create Process Maps, Training
Material
• Complete training of agents
• Assess failure modes and
ways to handle them
• Pilot operations with small
scope
• Start full scale operations
2 weeks 3 weeks 2-4 weeks

24
Talent Acquisition & Resource Management

Abundant Talent - India
 Current population of ~1.13Bn; 28% urban
residents; ~65% literacy rate
 How Young is India?
 Approx 65% < 35 years(738MM people)
 Approx 50% <25 years (568MM people)
 Vast network of academic institutions
 17,000 colleges
 20 central universities
 217 state universities
 106 Deemed to universities
 13 Institutes of National importance
 Proposed additions: 30 central universities,
8 new IITs, 7 IIMs and 5 new Indian Institutes
of Science
 3.5+ million graduate university every year
including 400,000+ engineers

Abundant Talent - Philippines
 Current population of ~100 Million; ~95.6%
literacy rate with 95.1% for males and 96.1% for
females
 Functional Literacy Rate?
 86.45% overall
 86.45% for males
 88.7% for females
 Education and academic background
 Spending accounts from national budget is
16.11%
 2180 Higher Education Institutions
 607 Public Higher Education Institutions
 1573 Private Higher Education Institutions
 199 foreign schools with study programs
 6 Year elementary and 4 Year high school
education is mandatory.
 Philippines being ruled by Spanish and
Americans ensures a culture which is a
combination of East and West and the same
reflects in the spoken communication skills.

Leveraging the Rich Talent Pool - Eastern India
Institutions of Learning
BENGAL
 IIM, Calcutta /IIT, Kharagpur
 Calcutta University / Jadavpur
University
 Indian Statistical Institute, Kolkata
 Presidency & St. Xavier's (Ranked
best in the Country)
 Indian Institute of Science
 Dhirubhai Ambani Institute of
Communication & Information
Technology
 St. Paul's School, Darjeeling
(Ranked best in Country)
 Ramakrishna Mission Vidyamandir
Belur Math, Howrah
ORISSA
 University College of Engineering,
Burla Orissa
 Institute of Technical Education &
Research, SOA University,
Bhubaneshwar
 Xavier Institute of Management,
Bhubaneswar
 West Bengal - HDI for state ranking
8th in India and 6th amongst all states
in terms of literacy rate
 State has 67 Engineering, 481
Degree, 16 Medical Colleges
 Strong Analytics & IT domain
expertise from the country’s finest
centers of learning – Indian Institute
of Technology, Indian Institute of
Management, Indian Statistical
Institute
 West Bengal’s strategic geographical
location
 Drawing ~400 million people
from neighboring states of Bihar,
Chhattisgarh, Jharkhand,
Orissa, Mizoram, Nagaland
 Plus ~2000+ colleges (private &
government affiliated) in
surrounding states; some of the
highest literacy rates
 Enjoys close proximity with countries
like Bhutan & Nepal
Institutions of Learning
ASSAM
 Assam Engineering College
 National Institute Of
Technology
 Tezpur (Central) University
 Vivekananda College of
Education
MANIPUR
 Government College Of
Technology
PUNE
 Symbiosis Society's College of
Arts & Commerce, Pune
 Symbiosis Institute of
Telecom Management (SITM),
Pune
 Symbiosis Institute of
Operation Management
(SIOM), Nasik
 Symbioses Centre for
Information Technology
(SCIT), Pune

Be the Employer of Choice – Everywhere we operate
 Doubling % of referrals - a great place to join
 Achieve the lowest attrition rate for BPOs & KPOs (<5% vs industry average of 30%)
 Employee Satisfaction – be known as the place to grow
 Equal opportunity employer
 Open door policy
Deliver consistently on customer expectations
 Deliver on time, competent talent
 Build domain expertise and integrated career paths that map to customer needs
Ensure Compliance & Controllership
 Drive controllership in HR practices – use SAS 70 as guiding principles
 Ensure compliance to all statutory & regulatory requirements
Human Resources – Key Priorities

Talent Pool and Hiring Approach
Gender Ratio
Male : Female 2:1
Management Breakdown
Designation Percentage
Junior Level Management 59.68%
Mid Level Management 25.81%
Senior Management 14.52%
Age Profile
Sl. No Age Group Percentage
1 Below 25 31.57%
2 25-45 64.71%
3 Above 45 3.73%
Educational Qualification
Category Percentage
Graduate 95.88%
Post Graduate & PHD 4.12%
Tenure
Tenure Percentage
Below 1year 19.61%
1-3 years 44.73%
4 years plus
35.69%
Average Channel Distribution for Manpower Sourcing
Recruitment Channel Percentage
Advertisement 1.11%
Consultant 8.52%
Referral 15.56%
Rejoinee 23.33%
Walk in 51.48%

Talent Acquisition - Hiring Process
Induction
Process
Joining
Pre Joining formalities
& Background check
process
Testing and Evaluation
Short listing of Candidates
Competency Mapping
Sourcing Strategy – Generate Candidates
Receipt of Manpower requisition from
Operations
Analysis of Positions and Requirements
Internal Database | Placement Consultants |
Referrals | Walk Ins | Rejoinees
Pre Screening (Phone/Web/CVs)
Short listing
Telephonic Interview | Group Discussion
Written Test | Personal Interview
Post Evaluation Feedback from
Stakeholders(Operations, Training, Quality etc)
Alumni Management
 Database of old employees with reasons for leaving & skills
set maintained actively
 Periodic communication with alumni to assess change
in personal/professional status
 E-mail communication / News letter circulated to alumni to
keep them updated with business growth and happenings in
Dynaxon;
 Alumni invited to the annual Dynaxon get-together
Annual Interview Conversion Percentage
Channel Conversion
Walk In's 9.00%
Referral 15.33%
Consultants 10.55%
Rejoinees 136.96%
Advertisement 100.00%

Career Path
Trainee
Junior TSE/CSE
TSE/CSE
Sr. TSE/CSE
Process Specialist Assistant Team Leader
Process Consultant
Sr. Process Specialist
Sr. Process Consultant
Subject Matter Expert
Sr. Subject Matter Expert
Project Expert
Project Champion
Assistant Manager
Team Leader
Manager
Sr. Manager
AVP
VP
Sr. VP/Director
SUBJECTMATTEREXPERTS
LEADERSHIPTEAM
Management Trainee Program
Practical Experience in Managing Teams
Build Leadership Competencies
Knowledge Trainee Program
Building Subject Matter Expertise
Business rotations & on-the-job experience

Learning & Development - Training Types
New Hire
BPO Industry
Overview
Soft Skills
Voice &
Accent
Cross Culture
Process
Client
Industry
Overview
Product /
Process
Training
OJT
Buddying
Mock
Sessions
Refresher
Monitor &
Review
Identify
Shortcomings
Content
Customization
Training
Delivery
Evaluation
TNA
ADDRESS
DELIVERY
EVALUATION
TRAINING EFFECTIVENESS
EVALUATION
EVALUATION
Survey
Assessment
Transfer
Impact
Did trainees like it ?
Did trainees Learn ?
Are they using it ?
Did it matter ?
A Build vs Buy decision is
made before hiring the new
manpower.
Only after successful
completion of the OJT and
clearing the written
assessment a new hire is
sent LIVE on calls.

Learning & Development – Training Process
ProcessTraining Need
Analysis
• Understand
training
requirements
Training
Objectives
• Set goals
Training Delivery
• Training
Techniques
Training
Evaluation
• Measure
learning &
results
New Hire Training
BPO Industry
Overview
Cross Cultural
Orientation
Service, Sales &
Customer
Satisfaction
Voice & Accent
(Neutral)
Importance & Success of
Voice & Data BPO
Industry
Understanding western
culture
Service & Sales
Orientation to US/UK/
Australian Customer
Target role specific
communication of words,
phrases & sentences
Classroom Session /
Interactive sessions
Group Discussions /
Lectures / Culture
Quiz
Activities / Real life cases
& stimulation exercise/
Role Plays
Audio Video / Accent
Training / Voice
Recording & Reviews
Written Assessment
Certification &
Transition to
Operations : 95% &
above Inducted to
the Process
Retraining : 85-
94.99%
Below 85% -
Referred to back
HRD

Retention
Stimulating
Work
Leadership
Recognition &
Reward
Fun @ Work
Human Resource Management - Retention

Retention
Stimulating Work
• Continuous Education Programs – Enabling domain expertise and depth creation
• Job Rotation & Internal Job Promotions
• Flexibility : Flexi Shifts
• Building communities of Practice / SME Forum
Leadership & Culture
• Open Door : All the way to the top
• Fun “Hip” place to be
• Buddy program
Rewards & Recognition
•Strong Incentive Policy : Monthly disbursement
• Client Specific monthly / quarterly rewards
• Annual Rewards recognising the top 10%.

Reward & Recognition - Fun @ Work

38
Operations & Productivity Management

Service
Delivery
Client
Relationship
Management
Revenue
Management
Process
Management
Outcome
Improvement
Data Services
Inbound Services
Outbound Services
Contact
Management
Track Revenue
Staffing Efficiency
FTE Utilization
Workflow
Improvements
AnalyticsCost Optimization
Performance
Management
Productivity
Information
Management
Reporting
Data ManagementSLA Management
Escalations
Management
Incident
Management
Facility
Management
Risk Management
Logistics
Management
Data Capture
Leveraging
Technology
People
Management
Internal Performance
Reviews
Process Reviews
CSAT
Calibrations
Site Visits
Operating
Efficiency
Business Capacity
Management
Continuous Improvement
Operations Planning & Management
Enablers
Operations Management Framework
People
Workforce
Management
Quality
Assurance
Information
Technology
Standard
Operating
Procedures
Training

Quality Assurance – What we do ?
• Identification of business processes
that fail to meet the targets and
users expectations and analyze the
reason thereof
• Identification of opportunities for
CCEs to improve their performance
including specific training needs
IDENTIFICATION
• The benchmark set for internal
quality SLA is always more than
specified client SLA
IMPLEMENT
• Frequent monitoring & counseling
of the CCEs helps to control
individual and process
performance
CONTROL

QAGOALS
QAREPORTS
QAACTIVITIESMonitoring
Evaluation
Feedback
Coaching
TNA
Quality Scores
Agent / Process
Trend Analysis
Individual
Improvement
Process
Improvement
Quality Assurance – How we do it ?
LiveRecorded

43
Share best practices
Improve customer satisfaction
Improve motivation
Company-wide Strategy / Goal
Training Objectives
Increase productivity and quality of work
•Independent monitoring by Training Team
•Working with the Quality team to improve quality for stagnant agents
•Regular Training Workshops to keep the CCE up to date with the process

The Technology Sphere
Two delivery centers in India and one in Philippines, fully secured and State of Art facilities - allow us to seamlessly
meet our business and clients’ requirements for both brick and mortar and work from home agents for mitigated
redundancy and effective business continuity capabilities.

Network Diagram – Primary Site

47
Sales Enquiries
Call:
India +91 8336926445
USA +1 4253281084
UK +44 2033181047
Email: dipendra@dynaxonitservices.com
Corporate Enquiries: info@dynaxonitservices.com
Website: www.dynaxon.in

Dynaxon – In a nutshell
Whenever an individual or a business decides that
success has been attained, progress stops.
Thomas J. Watson

Dynaxon IT Services Pvt. Ltd. Corporate Profile

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