Delivering the Best ROI
EBPO is committed to building on the foundation of the EBPO ’s heritage of Delivery Excellence. With our highly scalable, globally networked secure offshore computing and physical infrastructure facilities, combined with the unique onsite, offsite, offshore and near shore delivery models, we deliver the best possible ROI to our clients. Our proven track record differentiates us from other outsourcing vendors.

Available, Scalable, Secure
We understand your business and build strong working relationships that deliver measurable business value. Our unique engagement models, coupled with a competitive pricing structure and best-in-class methodologies, do not just cut costs but drive value into the enterprise, right from day one. Quality commitments and innovative thinking are inherent to all our client engagements.

SMART Transition Methodology
EBPO’s proven transition methodology — SMART (Specify, Measure, Adapt, Review and Track) — enables smooth flow of operations.

SMART Transition Technology

SMART (Specify, Measure, Adapt, Review and Track) is a proven scientific transition methodology adopted at EBPO.
 
Our transition roadmap is focused on key activities and documents that build a strong foundation for a sustained delivery, which encompasses the transitioning process of “as-is” understanding, process maps, communication plans, thorough understanding of IT requirements. Knowledge management and business intelligence help in defining the baselines prior to transitioning a process and drawing comprehensive SLA backed by stringent reporting systems. A robust business continuity plan is prepared during the transition phase of the project.

EBPO’s quality management standards are governed by eSCM, Six Sigma, and e-Quip (eSCM based Quality Information Portal). Post-stabilization process improvements are undertaken.

SMART methodology is eSCM (eSourcing Capability Model) and Six Sigma-compliant. The methodology is robust, flexible, and proven across over 60 processes and can be easily customized to meet the specific customer requirements (such as transaction processing, accounting, customer contact services, engineering and industry-specific services etc.) Based on the complexity of the process, the transition timeline and transition team size is defined.

State-of-the-art Infrastructure
EBPO features state-of-the-art networking and computing hardware and software along with connectivity to ensure uninterrupted services for your businesses.

Infrastructure is specifically designed to capture the unique requirements of BPO operations 24x7. It has:

• Multiple locations to offer Disaster Recovery and Business Continuity
• State-of-the-art building management, security and power backup systems
• Robust highly reliable network infrastructure with multiple redundancies

Technically Speaking, We're leading the Way

Exceptional customer care may be people-driven, but it's also technology-dependent. That's why we are committed to using the best technology, always pushing the boundaries of what's possible today to ensure that you stay a step ahead of your competitors. And while we're always creating something new, we're not new to creating it.

Security of the highest order

We are committed to respecting, protecting and safeguarding the privacy and confidentiality of data entrusted to us by our customers. To ensure data security, we have developed an information security policy and data privacy policy that also takes into account the safeguards and controls required to be adhered to by EBPO. In addition, we have implemented a rigorous set of standard operating procedures designed to provide our clients with the requisite privacy and security necessary to achieve the trust and confidence of our clients.

We have institutionalized a corporate information security policy. The adoption of ISMS (Information Security Management System) is a strategic decision for the organization depicting its commitment in creating a security culture in its people, process and technology.

Our Information Security at multiple levels, includes:

• Physical Security
• Building Security Systems: EBPO has tight security round-the-clock and access to the building is restricted to authorized associates only.

• System/Network Level
• LAN: EBPO’s Local Area Network is designed to provide logical separation for each customer, or even various projects of the same customer, if required. Need-based access for permissions and authorizations, with adequate firewall and archival facilities, is ensured.
• Passwords and Restricted Access: We feature password-protected network and telecommunications access, with access to internet and e-mail restricted through a network firewall and use of proxy server

• Client/Project Level
  • Data Security between clients is ensured through dedicated /separate areas for different clients, restricted physical as well as network access and LAN separation for each client. Each client has a secure LAN and access is carefully controlled by multiple levels of security.
• Associate Level
  • Restricted and need-based access, based on roles which are reviewed periodically. More importantly, the attitude of the people we recruit are tested through psychometric tests. Confidentiality contracts and non-disclosure agreements are signed with each Associate and background checks are run on them.

Business Continuity and Disaster Recovery
At EBPO, we firmly believe that the best way to handle a crisis is not to have one in the first place.

Disasters can strike without a warning and the results are often, unpredictable. It can take weeks or months, even years for an organization to recover from the outages or service disruptions caused by adverse events such as natural or man-made disasters.

We have developed a Business Continuity Plan (BCP), based on the potential threats faced by the organization. Our BCP is geared to meet all possible contingencies, be it operational, infrastructural or unforeseen natural calamities. Our Business Continuity Management (BCM) system is strengthened by the ‘Information Security Management Systems’ initiative, which complies with the eSourcing Capability Model (eSCM-SP) and British Standards (BS-7799) requirements.

Business Continuity Planning begins right from the requirements gathering phase. This is reinforced during the transition phase. Business Impact Analysis (BIA), Recovery Time Objective (RTO) Analysis, Recovery Point Objective (RPO) analysis and Disaster Threat Analysis are the various steps carried out while implementing the BCP Strategy.

BCP/DRP test conduction

At EBPO, we have a well-developed business continuity management process. The Business Continuity plan is tested at regular intervals and the findings are incorporated in the plan on a continuous basis. This includes periodic fire evacuation drills at each of the EBPO locations, awareness testing, paper walkthroughs and simulations. Every six months, the organization exercises this capability in the form of a combination "table top exercise" and disaster simulation. The investment in time is fairly high. The disaster simulation involves a ruptured onsite exercise, which makes associates aware of accidents. EBPO conducts business continuity process tests twice a year. However; this can be increased by EBPO due to factors such as

• Changes in business processes
• Changes in technology
• Change in BCM team membership
• Anticipated events which may result in a potential business interruption

Disaster Recovery Management:

• Identification of business-critical processes and components
• Risk Management and Business Impact Analysis
• Definition of Recovery Windows

Mitigation plans

• Disaster handling plan, Contingency plan, Business resumption plan
• Testing and knowledge management
• Review and optimization

Key features of the Business Continuity Planning/Disaster Recovery Planning

• Emergency response teams are formed, and trained on recovery procedures
• Highly reliable network infrastructure with multiple redundancies
• Multiple facilities well-connected with high bandwidth links
• Robust backup practices for critical data
• Power redundancy through generator sets and high-performance UPS systems
• State-of-the-art building management and security systems

Security
The Security Policy of EBPO ensures that all Information Security Management requirements are recognized and are consistent. the most widely recognized information security standard in the world. The ISMS manages sensitive and vital corporate, customer information in addition to ensuring its confidentiality, integrity and availability. The adoption of ISMS reflects our strong commitment in ensuring that the people, process and technology are secure.

Commitment towards Information Security
The following facts reflect EBPO’s commitment towards managing information security.

• Formation of dedicated information security as well as risk management teams
• Engagement of professional consultants for information security expertise
• Close monitoring of the overall information security roadmaps
• The in-house Information security team - ISG (Information Security Group) has a dedicated network security team and a Chief Information Security Officer (CISO) to lead security initiatives. EBPO’s Information Security Policy covers ten areas of information security controls:
• Security Policy
• Security Organization
• Asset Classification and Control
• Personnel Security
• Physical and Environmental Security
• IT Operations Management
• Access Control
• Systems Development and Maintenance
• Business Continuity Management
• Compliance

Security Configuration Standards – Networks, OS & Applications
The organization-wide security configuration standards are covered under the procedure / policy “Meeting Security Requirements” and “Managing Security for Technology related infrastructure.” However, due to the nature of ITES business, which is client- / process-driven, the configuration standards are further mapped to the client requirement for respective engagements. Documentation for the same is prepared and made available through the final technology documentfor every respective engagement.

Physical Security

Access Cards
Our BPO’s delivery area has an additional security layer with swipe card-based restricted entry for associates. This ensures that unauthorized people have no access to the delivery area. Highly secured zones in EBPO are further protected with a combination of access cards plus biometric devices.

Building Security Systems
We have tight security round-the-clock and access to the building is restricted to authorized associates. All physical entry and exit points are manned by trained security personnel. The presence of security personnel is mandated at the campus entry / exit points (controlled by the building management) as well as at the EBPO (controlled by EBPO’s management)

Associate Level
Restricted and need-based access based on roles which are reviewed periodically. Above all, the attitude of the people we recruit is tested through psychometric tests. Confidentiality contracts and non-disclosure agreements are signed with each associate and background checks are done. Strict norms, for information storage and disposal of data - both electronic and physical - are mandatory.