Yapbpo Business Portfolio

Yapbpo Business PortfolioYour Voice of Excellence

Company

Overview

Section

A

About Us

YapApp India Pvt. Ltd. www.yapbpo.com 3

Honest People, Expert Service and Unlimited Results

Our MissionYapBPO India is dedicated in building long-term relationships by providing

flexible outsourced contact center solutions that add value to the Business of our

clientele.

We are professional team

Our Vision and Mission

To be the preferred and trusted

customer support service

partner.

Our Vision


Our Services


Call Center Services

• Customer Support

• Technical Helpdesk

• Inquiry Handling

• Call Answering

• Toll Free Services

• Product Information Request

Web Enabled Services

• Order Taking

• Billing Queries

• Email Support

• Chat Support

• Market Research

• Customer Outreach Programs

Customer Experience

Management Solutions

• Business Intelligence

•Voice of Customer

• Net Promoter Score

• Relationship Surveys

• Social Insights

• Complaint Management

Executive

Summary

Section

B

YapApp ADAPT Model


Improving customer experience, mitigating churn, and improving financial performance through operational efficiency

ADAPT

•Assess

•Design

•Associate

•Prepare

•Transfer

Transitioning

•Staffing and Training

•Parallel Processing

•Infrastructure Alignment

Ongoing Delivery

•Delivery and Oversight

•Quality and Risk Mgmt.

BAU

•Re-engineering Automation

•and Efficiency

•People Mgmt. and Knowledge

Key Differentiators


First FactorState of the art infrastructure and technologies

Second FactorRound the clock technical support services

Third FactorTier III data center ensures 99.95% uptime

Fourth FactorCompetitive pricing to deliver the best ROI

Fifth FactorEnhanced security tools to protect your sensitive date

Sixth FactorProfessional and qualified work force

Technology Details


SystemSecured V-LAN for offshore

client Desktops/Laptops :

Acer/HP/Lenovo

Calling Assets• Servers : Dell/HP

• Routers: 1900 Series Router

• Switches: 300 Series CISCO

Switches

• Headsets: Plantronics Dialer• Open source productive

Dialler for a skill-based

routing for timely reporting

• Well-structured LAN cabling

from Cat6e

Connectivity• IPLC: Connect

• ISDN PRI: Connect

Internet Lease line with

12mbps speed dedicated,

guaranteed uptime 99.6% and

IPLC from New York to India

Back-up &

Security• HP/Dell high end servers

with quad processor, load

balancing, timely backup data

and mirroring.

• Quarterly Network Virus

Scans with Cyberoam Firewall

and CISCO Powered Network

• Cyberoaming 50 Firewalls,

Intrusion detection

technology, Proxy, email

Google and internal web

server• Digital VoIP exchange


Telecom

In telecommunications,

competition is fierce.

Operators stop at nothing

to entice customers to

switch providers, but with

similar devices, rate plans

and network coverage, what

really drives loyalty is

superior service.

Yapbpo can help telecom

clients improving retention,

ROI and brand reputation.

Banking

Whether its retail banking,

lending, or credit card

services, you need to build

trust with customers to

retain their loyalty. Today,

customer driven products,

services, and responsiveness

all need to be quick and

personalised to deliver

outstanding experience.

Yapbpo can help financial

institutions understand

what customers want across

organisational channels in

B2B and B2C lifecycles

Insurance

Insurance is confusing and

complicated. When

something goes wrong,

customers rely heavily on

their insurer in what is often

a highly emotional and

stressful situation. The

impact of one mistake may

be irreversible by the brand.

This is why Global

insurance providers can rely

on Yapbpo to ensure every

transaction we/they deliver

is personalised, empathetic

and easy for the customer.

Utilities

Customers have more

choice than ever before to

generate their own power,

and are growing less reliant

on their utility supplier.

Nowadays, utilities are

under immense pressure to

adapt to changing customer

needs.

Yapbpo can help utilising

real time customer

feedback to improve

customer retention and

engagement, and adapt to

changing customers’ needs.

Retail &

e-Commerce

Whether customers shop

online, via mobile or in

brick-and-mortar retail

locations, they expect a

consistent experience

regardless of the channel

they are purchasing from.

Yapbpo brings global best

practices to retail CEM

programs, ensuring a

complete view of this

multifaceted customer

experience. This means

customers get the service

and products they love,

while businesses gain

loyalty.

Customer

CEM

Professional

Contact

Centre

Agent

Researcher

Target Roles


Frontline Agent ManagerExecutive

To create a customer-centric

culture that attains major

business results with Voice of

Customer (VoC) initiatives, you

need to engage every member

of your organisation.

Our Platform delivers role-

specific functionality and

reporting for all levels of the

business, so every individual has

access to the right customer

experience metrics and follow-

up actions.

Our Channels Support


We can help each

company improve service

through transaction-

based or browser-

initiated customer

feedback.

We can captured

insights from the voice

of your customer in this

vast social media

sphere, giving you the

ability to act on

customer concerns,

while improving

services.

We can work both at in-

house and outsourced

locations, providing key

agent performance

metrics and operational

insights that lead to

service improvements for

every customer who calls.

We can monitor

millions of customer

interactions online so

they can improve the

user experience.

Operations

Plan

Section

C

Clients Key Challenges


Start-ups or Emerging Organization

Service Provider

Established and Successful Business

Model

ESTABLISHED & SUCCESSFUL

Such rapid growth can put pressure on the

business ability to operate at scale, with limited

support in place for contact centre workforce

management, reporting and quality.

SERVICE PROVIDER

Organizations faced delays in responding to

customer by peak season in demand, resulting

in high levels of complaints, high abandonment

rates and reduced overall service levels.

START-UPS & EMERGING

Limited visibility of Voice and Non Voice

workload within the contact center may find it

challenging to prioritize and measure

customer interactions. Customers observe

service issues and delays

Our Approach


First Step - IdentifyBetter Insights drives better Results

Second Step -

DeliverTogether towards Insight

Third Step -

AchieveGainful data, Valuable results

Best Practices


1. Identify the root causes of dissatisfaction and follow up with customers immediately, effectively

closing the feedback loop

2. Track the end-to-end customer journey seamlessly across key moments of truth throughout all

channels — call centre, retail, 3rd party retailers, online, self-serve, field technicians, B2B and

beyond

3. Turn big data into big insights by incorporating customer data from a variety of sources including

point of sale, CRM and usage statistics

4. Create organisational visibility by acting on insights and give customer feedback directly to

employees for quick resolution and pinpointed internal training

5. Engage with customers in a dialogue and close the loop with satisfied and un-satisfied customers

alike

6. Learn what’s driving satisfaction and retention rates across multiple lines of business

7. Improve up-sell and cross-sell effectiveness by providing agents with capabilities to engage

customers using a personalised approach

8. Identify your best and worst customers to drive engaging two way conversations for optimal

revenue generation, churn reduction, and program adoption

9. Understand reasons for shopping basket abandonment on online and mobile channels

10. Monitor quality of service and store performance with browser surveys and secret shopper

programs

The

Appendix

Section

D


Our Founders

Avi Shaked – Founder, 888poker.com

He is the most prominent founder of London stock exchange listed 888. This is due in part to his

involvement in politics.. He worked as a representative at MCI, Inc. until he founded Virtual Holdings

Limited. Shaked is an astute follower of politics. He was one of the main contributors to the creation of

the Geneva Convention in 2003. He acquired Aeronautic company working for Israel defence

LinkedIn - https://il.linkedin.com/in/avi-shaked-b502643

Yoram Kugel – Director, YapApp India Pvt. Ltd.

He is leading an international team of developers, designers, and marketers from their headquarters in

Australia. As the director and co-founder of YapApp, he is responsible for product development, sales,

marketing, and business operations. Before, he has ran a successful mobility equipment business in

Australia for 14 years. His products were sold to consumers in seven retail stores all over Australia. As a

business owner, he managed to import products, inventory management, sales and business

development, marketing and advertising, customer service, accounting and everything in between.

LinkedIn - https://au.linkedin.com/in/yoramkugel

We are Located


continentsAustralia and India

OFFICESAustralia – Office No. 403, 838 Collins St, Melbourne, VIC-3008

India - 711, Bestech Business Towers, Sector 66, Mohali, 160059

Mayank

Tyagi

VP, Busineess Development

[email protected]

+61 404 561 525

Karan

Grover

Vice President, BPO

[email protected]

+1 8324262623 | +91 75086 41219

IndiaAustralia

Gaurav

Kohli

Head, Business Development

[email protected]

+1 7162266363 | +91 96465 99178

India

We’d love to get to know to each other

Let’s explore how we can get to create an association

Feel free to drop a line to any of the below mentioned POC’s

https://www.facebook.com/yapbpo/

Yapbpo Business Portfolio

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