1. Aegis Profile
January

2. Quick Snapshot US$ 500 MM Integrated BPO Leader
Interaction Services
Back Office Services
Value Added Services
Status in the Tele-Services Industry
20+ years of service experience
Aegis is a Tier One contact center company which has been rated in the Top 25 contact center companies of the world (Source: Datamonitor)
Ranks among the Top Contact Centers in India (Source : NASSCOM, Dataquest)
Expertise in Telecom, Banking, Insurance, Financial Services and Healthcare
Aegis is owned by Essar Group

3. Parent Overview – The Essar Group
Essar House, Mumbai, India
Leading Pan-Asian Business Conglomerate
Projected Annual Revenue of US$ 18 billion for FY08
Strong Balance Sheet with Equity Base of US$ 10 billion
Operations in 130 countries
Telecom & BPO
Shipping
Power
Oil
Steel
Construction

4. Global Footprint 4 Centers 10 in the US 1 in Costa Rica 15 in India
5 in Philippines
1 in Kenya
Employee Strength: 31,000+
Seats: 20,000+ 4

5. Current Client Profiles
Healthcare
Banking
Insurance
Travel & Hospitality
Telecom
Retail/CPG
IT Hardware
3 of the world’s Top 10 telecom companies
5 of India’s Top 6 telecom service providers
5 Fortune 500 Banking and Financial Services companies
2 of the Top 10 private life insurance companies in India
2 of the worlds Top 5 Healthcare Companies
Large Asian Healthcare group
Healthcare
Telecom
BFSI
More than 50 Global 1000 Companies 5

6. Select Clientele - International
Industry Verticals `
Telecom `
Financial Services `
Healthcare `
Travel & Hospitality `
Retail / CPG 6

7. Select Clientele - India
Industry Verticals `
Telecom `
Banking `
Insurance `
Healthcare `
Computer Hardware `
Retail / CPG 7

8. Growth Story:
Aegis acquires Swift Response, CFS and Orion Dialog
2,432
Essar acquires Aegis Com Group
Aegis acquires eTelequest
3,637
7,944
$ 94 m
Aegis acquires Technion
13,132
$ 137 m
Aegis acquires Global Vantedge
19,027
$ 240 m
Aegis acquires Bharti Teletech and Stesalit Infotech Q2 Q3
2004
2005
2006
2007
2008 Q1 Q4
2009
24,000
18,000
12,000
6,000
30,000
31,000 +, $ 500 m +
No. of Employees
Significant Acquisitions
Aegis acquires People Support Inc.
Aegis acquires AOL India

9. Indian BPO Industry
Anil Modi

10. History of BPO in India

11. Drivers of Industry - Then
Captives lead the way – Comfort of home
Non customer facing tasks – No threat
Large labor pool availability – Labor arbitrage
Bandwidth availability – Low Technology Challenge
Initial trials very successful – Expands with more trials
IT as established outsourcing practice

12. Circle of Need Demand Management Supply Management Inquiry Handling
Telemarketing-Negotiation &
Closing
Inquiry Handling
Demand Management
Payroll Benefits
Accounts Payable
Accounts Receivable
General Ledger
Tax Management
Treasury and Risk Management
Reporting
Customer Acquisition
Customer Retention
AR/AP
Customer Selection
Enterprise Services
Human Capital
Finance and Regulatory
Facilities Mgmt./ Admn. IT
Customer Extension
Claims Processing
Payroll
Benefits
Education and Training
Hiring and Recruiting
Personnel Administration
Buy
Move
Store
Make
Policy Administration
Supply Management
Supply Management
Document Management
Billing

13. Evolution of providers
Competitive Advantage
“Make Me Money”
Transformational
Business
Value
Effectiveness-Focused
“Make It Better”
Enhancement
~5%
~15%
Utility
Efficiency-Focused
“Make It Cheaper”
Ability to demonstrate all models to our clients
~80%
Relationship Complexity

14. Current Landscape

15. Future Outlook
The Indian BPO industry is poised to grow nearly five-fold to $ 50 billion by 2012, a study by India's National Association of Software and Services Companies (Nasscom) and consulting organization Everest Group. The Indian BPO industry employs about 700,000 people across 25 countries and accounts for about 40 % of the total global BPO offshore market. The industry aims to provide direct employment to over 2 million people in next five years in India alone.

16. Skills – To deliver BPO Agents Team Leads Supervisors Hr Manager
Quality Auditor
Accounts
Operations Managers
Account Managers
Other corporate functions like Sales & Marketing & Finance

17. Infrastructure – To deliver BPO
Clean floor layout to accommodate desk banks
Desk Space ~ 70 sq ft
TL/Supervisor Space at bank head
HR, QA and Accounts within easy access of all banks
Canteen, Recreation Area in separate area
Secured Access
Data Center
PC’s, Phones and LAN
Telecom connectivity
Internet connectivity

18. Pricing Models Manpower based ($/FTE, $/Payroll Hr)
Utility based ($/minute on call)
Transaction based ($/transaction)
Cost + basis (Cost + $)
Base + Performance ( Base ± Variable)

19. Reasons to Outsource – Greatest Value
Flexibility
Focus on Core Business
Improve control on process
Reduce Cost
Improve Scalability
Shared Learning

20. Reasons to Outsource – Challenges Faced
Transfer of Corporate culture
Adaptation of contracts to future needs
Closure of feedback cycle for improvement
Risk of unknown with a new partner

21. Thank You