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NINE BUSINESS SOLUTIONS 9Business Solutions has been started by a team with strong leadership experience in earlier successful ventures that offered business process outsourcing. NINE Business solutions is a startup venture based in pune, India. We endeavor to use our strengths and methodologies in responding to the needs of Business, its customers and staff by combining in-depth industries knowledge with broad process expertise and proven experience in managing large scale operations. Our corporate culture is symbolized in the endeavor to constantly recognize and deliver more to customers, employees and stakeholder thus setting new benchmark in the industry. Our core values are intrinsic to the way we work to strive towards leadership, trust and customer loyalty. NINE Business Solutions OUR VALUES Mission We aim to be the organization of choice in BPO industry by consistently exceeding client expectations, raising service delivery standards by continuously improving client processes and support services, while ensuring high employee motivation. Core Values NINE Business Solutions has embraced the following as its core values, which drive the organizational thinking and action. Respect for customers, Fellow Associates and Others Respect is the building block for any relationship. We work towards creating log-term relationship with our associates. For us, respect translates not just in our outward behavior, but also in maintaining confidentiality regarding our clients and associates. Our Clients Ø Impetus Technology (U.K.) Ø Tread Link India Ø Global Tele services Ø Neptune Netlink Empowering Employees Excellent employee orientation programs and internal communications. NINE Business Solutions recognizes and rewards these values. The appraisal process of each employee includes appraisal on values demonstrated through behavior. Accountability Key Result Area are set for each individual as they join the organization. Similarly, process owners, are given the requisite authority and support to achieve their goals. Change Management As a part of a dynamic industry, we embrace change. This translates into open-mindedness and adaptability in the way we think and work. We encourage our employees to challenge assumptions and adapt to new ways of doing business. We consciously adapt our work to produce result in line with our customer’s needs. Quality – The Driving Force NINE Business Solutions is a customer-focused company. Our constant endeavor is to continually improve our processes and benchmarks while being cost and schedule conscious. At an operations level, stringent quality checks are in place toward achieving and maintaining a zero error environment. Quality is one of the key parameters of assessment in our performance management system. Time Effectiveness Delivery within time-lines and services level set by clients is our goal. In doing so, we honor our commitment to them and continue to raise the bar of excellence. NINE Business Solutions MEHODOLOGIES Managing customer interactions effectively is an imperative for any business – and as volumes increase, the task becomes tougher. This demands an outsourcing partner who can deliver enhanced value to your customers and has the ability to scale with your growing needs. At NINE Business solutions our commitments are underscored by our objective to deliver more for less. We meet this commitment by embracing operational excellence across all facets of the business. The four pillars of our drive towards operational excellence are people, processes, infrastructure and quality. They help to design flexible solutions that address your business, technical and people issues systematically – enabling your organization to transcend the traditional cost focus and experience value across the customer lifecycle. We have one clear goal – to ensure customer delight at the end of each interaction. We believe in optimizing each customer contact to deliver value to both the end-customer (in terms of delight & satisfaction) and the client in terms of business value. NINE Business Solutions understands the critical role that processes play in the effective delivery of our business-impacting services. Therefore, our operations delivery is built on rigorous process framework, helping us clearly define objectives for each of the client’s specific services that we deliver. We focus on doing the right thing right enables us to bring efficiency and effectiveness to the outsourcing relationship. We enable this through a process orientation that supports your business through every stage of the customer lifecycle. Our constant focus is on streamlining processes across the entire services lifecycle. As part of our process orientation, the organization has developed robust processes that touch various critical elements of the outsourcing relationship-services delivery, transition, quality practices, business continuity, and disaster recovery and information security, From a business perspective, our processes are carried seamlessly form process definition to transition, normalization followed by optimization. From an operational perspective, the processes have been designed to incorporate leading quality practices such as Six Sigma. NINE Business Solutions dedication to continuous process improvement provides long-term value. NINE Business Solutions STRENGTHS As a collaborator and partner, NINE Business Solutions helps clients get the maximum out of outsourcing initiatives. NINE Business Solutions adopts a rigorous and systematic approach to identify, select, prioritize and phase processes for outsourcing. Our strengths that give us a competitive edge are: Domain Expertise ü NINE Business Solutions has the industry knowledge, process expertise and scale experience to deliver the highest quality outsourcing of complex, value-added processes. ü NINE Business Solutions offers an experienced management team and expertise in various outbound and inbound and back-office processes. Infrastructure NINE Business Solutions call center support the effective delivery of services. The infrastructure backbone is built on high-speed, redundant, reliable vice and data networks that ride on best-in-class technologies. NINE Business Solutions highly skilled technology support teams ensure that the infrastructure is available round the clock. Our center can support diverse operations and can be scaled up quickly to meet customer’s increasing business needs. NINE Business Solutions leverages strong relationships with leading technology vendors access and acquire the latest technologies. Rigorous implantation of outsourcing methodologies The situation and needs of each client being different, NINE Business Solutions applies rigorous criteria to help identify and prioritize outsourcing opportunities, to help clients get the maximum out of sourcing. Scalability NINE Business Solutions management team has the experience in successfully scaling to meet customer requirements. NINE Business Solutions Services 9Business solutions Inbound call centre uses and deploy the most refined call processing and telecom. Our call routing feature allows the system to instantly scrutinize available agents and route calls to the most suitably skilled agents. Our operating Centers receive customer calls over dedicated international private leased circuits. We can handle calls relating to various products or processes across industries. The wide range of our Inbound Call Centre services includes: Call Centre Services Order Taking Services » Call Centre » Lead Capture Services » Sales Lead Conversion » Web Enabled Call Centre » Real Estate Lead Collection » Customer Service Call Centre » Lead Generation » Insurance Leads » Inbound Call Centre » Marketing Solutions » Online Advertising » Internet Advertising » Telemarketing Services » Advertising Campaign Benefits Ø The key benefits of using our customer interaction services include: Ø Improve customer services levels Ø Reduced customer support/marketing costs Ø Higher sales conversion rate Ø Enhanced flexibility to manage services peaks and troughs, product lifecycles Ø Homogeneous, clearly defined processes across geographies Ø Greater coverage and number of interactions with customers NINE Business Solutions PEOPLE NINE Business Solutions is a people-centric organization that regards employees as people and not resources. We adopt a holistic approach to people management that covers the entire employee lifecycle. The focus is on attracting, aligning, developing and caring for employees that various people-centric initiatives. NINE Business Solutions has the best business talent in the industry with the ability to scale base on your organization’s need and our rigorous selection process ensues that we hire the best. Further, our call center management and agents are picked from diverse industry backgrounds helping us master business processes across the industry. Employee satisfaction, motivation and retention key objective of the leadership team and the approach is reviewed on a monthly basis. Retention strategy is derived from periodic root cause analyses of attrition and appropriate tactical and strategic measures are devised and implemented. Work Culture and Environment NINE Business Solutions extends a professional work environment that encourages agility, teamwork, innovation and superior performance. Our agents get to excel in an environment that nurtures growth- giving them an opportunity to develop professionalism while contributing to the growth of the organization. NINE Business Solutions facilities are world class and are designed to ensure a comfortable work environment as well as opportunities for relaxation and entertainment. Besides we provide a caring and nurturing environment where employee communications, rewards and recognition play an important role. NINE Business Solutions Training Our agents undergo a specially designed training module, lasting three weeks. This module helps our associates understand the cultural aspects of the country that they will be serving as well as helping to neutralize their accent, for voice specific processes. This is followed by client specific process training. Ongoing training based on performance evolution is an intrinsic part of our training program. We recognize that the only way forward for an organization in a knowledge business like ours is by continuously upgrading employee skills. Based on that level of complexity, each employee had to complete stipulated training hours (through a combination of classroom and computer/technology based training) and is required to pass very stringent evaluative tests, to achieve certification (developed in conjunction with our clients). Our training program consists four phases that ensure optimal knowledge transfer: Induction training that is a two-day program for all fresh joiners Pre-Process Training - Process / Industry driven, usually ranges from two to three weeks Process Training - Customer driven usually ranges from two to five weeks On-the-Job Training - Agents work in a controlled environment under supervision before being allowed on the floor and on their own To SUM it all at NINE Business Solutions, core values of Openness, Integrity, Empowerment, Fun, and Result are practiced and stressed across the company. LOCATION India – Pune. EMPLOYEES 180 YEARS IN BUSINESS 1-3 Years. Our Infrastructure Currently, we have office in Pune about 2200 sq.ft. and 180 seat. Our Outsourcing facilities are equipped with high security, Data Back-up and Redundancy measures, Back-up Power supplies, including back-up generator and connections with two different power suppliers, IPLC connectivity. All hardware and software is maintained for maximum efficiency CONTACT US We are located at a prime location in Pune making us easily accessible for our agents and Customers: NINE Business Solutions Office No.1-2, 1st Floor, Ishana-4, Survey No. 77/2, Paud Road, Opp.Lohia Jain IT Park, Kothrud, Pune-411038. (Maharashtra) INDIA Cell: [login to view URL]