CHAPTER I ORGANISATION PROFILE

Intelenet is a leading provider of multi-faceted business process outsourcing (BPO) solutions to organizations across the globe seeking to more effectively balance cost management with superior service. Intelenet Global Services is a leading third party BPO Company with 50 centres globally that delivers Business Process Outsourcing Services to Fortune 500 companies in the UK, USA,Australia and India in industries as diverse as banking & finance, insurance, retail, telecom, healthcare, information technology, travel and hospitality. Intelenet constantly seeks to provide effective solutions to global organisations seeking to reduce costs while consistently maintaining superior service levels. Our focused third party BPO expertise helps us to cost-effectively align practical and effective solutions with the specific outsourcing strategies and needs of our client base. Intelenet has built a robust infrastructure consisting of state - of - the - art facilities strategically located throughout globe. We have 40,000 employees across 50 delivery centres located in India, UK, USA, Central America, Philippines, Mauritius and Poland. The Management team at Intelenet has been with the company since inception and embodies an entrepreneurial spirit that has seen the company through tremendous growth from just 25 employees at a single site to over 40,000 employees across 50 locations globally in just 10 years. Intelenet has focused on both organic and inorganic growth. With our acquisition of Sparsh, a domestic BPO company in 2005 and concentrated effort in the domestic BPO segment, we are now the largest BPO provider serving the domestic BPO market in India. Our acquisitions in 2007 and 2010 have helped us expand our global footprint and language capability. Our employee engagement practices have enabled us to build a motivated workforce that continuously out - performs client expectations. Our focus on employee engagement has won us Hewitt Associates 'Best Employer in India and Asia' for 2009 and '2nd among Large Organisations' at Economic Times Best Workplaces in India for 2008 and 2009.

OUR VISION To add value to our clients business by providing cost effective, premium quality customer management services and be the preferred vendor for global outsourced BPO services. OUR VALUES Discipline: To stick to an action, thought or behaviour which results in achieving desired outcome or success

Adhering to deadlines Conducting oneself professionally Ensuring productivity

Trust: To add value to our clients business by providing cost effective, premium quality customer management services and be the preferred vendor for global outsourced BPO services.

Maintaining Transparency Sharing accurate information Living upto commitments

Care: Genuine concern that an employee has for the organisation as well as the society at large

Showing basic respect, concern and empathy Collaborating extending oneself towards common goals , helping team members grow Contributing to social causes

Value Delivery :

Customer centricity Anticipating client requirements Proactively working towards building ones own capabilities

CHAPTER II SERVICES OFFERED Contact Centre Management

Intelenet offers contact centre management services via multiple touch points, including telephone, email, web and standard mail. In addition to the expected savings from the offshore labour arbitrage, Intelenet has generated significant revenues for clients through sales and collections processes and incrementally reduced costs through programme enhancements (process, technology, etc.).

contact centre management services encompass: Inbound

Customer Service Sales Technical Support

Outbound

Sales Collections Surveys

E Services

Email Live Chat Click to Call

Transaction Processing Intelenet provides highly secure, backend support and processing of large volumes of transactions for its clients. Our systematic approach towards security, training, quality control and service delivery helps us consistently perform above the clients enterprise averages. Intelenets accuracy and service quality levels match the regulatory and company requirements of those of United States and United Kingdom.

Intelenet started with 60 agents working on behalf of a leading global credit reporting bureau and now has >600 agents, and has added clients Canadian volume as well. Intelenet created a paperless workflow solution for a leading global credit reporting bureau, enabling quick retrieval of credit report orders for processing.

Transaction Processing services include: Generic

Data entry Application processing Rule set processing Judgement processing Order and payment processing Credit card, check by phone Direct debit

Banking

Customer details amendment Mortgage processing Underwriting and Assessment of loans Corporate loans processing o Letter of credit processing o Fund transfers o Collateral management Item processing

Life and Pension

New business Claims

Property and Casualty

Quotes Customer service Claims Endorsement Collections

Healthcare

New business Claims Provider collections

Finance & Accounting Services Intelenets accounting services offerings cover the entire range of accounts including accounts receivable, client billing, audits and revenue accounting. We help clients to create a blue print for finance and accounting outsourcing. Our proprietary tool

Offshore master enables us to capture all the variables necessary to deliver a process and provide inputs for the New operating model design with an outsourced element. accounting services include:

General Ledger Accounting Accounts Payable Accounts Receivable Reconciliations Fixed Asset Accounting Travel and Entertainment Expense Management Management Reporting Payroll