EX-10.6.2 14 h04091exv10w6w2.htm EX-10.6.2 STATEMENT OF WORK DATED MARCH 5, 2008 BY AND BETWEEN MMT INDIA AND IBM DAKSH, OR THE IBM STATEMENT OF WORK. EX-10.6.2
Exhibit 10.6.2
Confidential Treatment Requested
The portions of this document marked by “XXXX” have been omitted pursuant to a request for confidential treatment and have been filed separately with the Securities and Exchange Commission
Statement of Work
This Statement of Work (“SOW”), effective from 5th March 2008 (Effective Date) and expiring on 4th March 2013 (Expiration Date), is a Schedule to the Master Services Agreement dated 5th March, 2008 between IBM Daksh Business Process Services Private Limited, a company incorporated under the India Companies Act 1956, an IBM Subsidiary (“IBM”), and MakeMyTrip Private Limited (“MMTL”) having its registered office F-46, Malhotra Building, 1st Floor, near Indian Overseas Bank, Connaught Place, New Delhi 110001 (Agreement). This SOW describes the duties and responsibilities of IBM and MMTL related to IBM’s provision of the services (“Services”). Capitalized terms used but not defined in this Statement of Work have the same meanings assigned to such terms as in the Agreement unless the context in which such terms are used in this Statement of Work require a different meaning.
1.   Definitions
  1.   Agent – Each agent is a full time equivalent (FTE) working on the MMTL account. An Agent works for 139 hours per month in Gurgaon and 167 hours per month in Chandigarh. This includes the time an agent is working on a customer account, processing transactions or performing duties, paid breaks, briefings, excluding holidays, breaks and team one-on-ones.
 
  2.   Average Handle Time – includes the time an agent is talking to the customer (“Talk Time”) plus the time an agent puts the customer on hold (“Hold Time”) pus the time the agent take for all call work (“ACW”).
 
  3   Batch – A group of trainees starting and completing pre-process and process training together as a class.
 
  4.   IBM Account Executive – Person having responsibility for delivery of the MMTL contract. Single point of contract for MMTL Project Manager.
 
  5.   Effective Date – Means with respect to this SOW, 12:01 CST on the date set forth above.
 
  6.   Go Live – Time when Pre-process and Process training is complete and Agents begin to perform the Services.
 
  7.   Key Performance Indices – Key Performance Indices will have the meaning as set forth in Section 6 of this SOW.
 
  8.   Ramp Up Period – Ramp Up Period will have the meaning as set forth in Section 9 of this SOW.
 
  9.   Steady State – Business as usual with Agents at acceptable productivity and quality. Period when KPI’s apply. This will start 3 months from the Go Live date.
 
  10.   Seat Utilization (SU): Seat utilization is calculated as per the formula : SU = Number of Agents / Peak Seat requirement. This will be calculated on a monthly basis and based on the same, billing shall be done.
 
  11.   Term – means the period between Effective Date and Expiration Date.

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2.   Services
    General description of Services
 
2.1   IBM shall provide a contact and back office support personnel from a IBM facility in India. The scope of services that will be undertaken by IBM for MMTL are in three area:
  1.   Customer Service (Domestic) – Inbound customer care calls originating in India. Some outbound calls may be required to be made by this team for performance for services.
 
  2.   Sales (Domestic) – Inbound calls, email or chat interactions, originating from India, on which customer is seeking to purchase travel services from MMTL. Some outbound calls may be required to be made by this team for performance for services
 
  3.   Ticketing – Transaction processing to facilitate the ticketing for the travel service for Domestic travel. Physical Ticket Dispatch and courier management is not in scope for IBM and will be managed by MMTL.
    IBM will hire the existing Agents employed with MMTL to IBM roles as per the Rebadging process defined in Annexure 1.
 
    IBM shall start operations from its Gurgaon and Chandigarh delivery centres. IBM shall hire 220 agents along with other staff at its Gurgaon delivery location from MMTL through rebadging as per Annexure 1 of this SOW. Out of these, 137 agents will work on the processes as mentioned in this SoW. Simultaneously, IBM shall start its operations at its Chandigarh centre with 30 agents and shall hire additional agents to compensate for month on month attrition at Gurgaon delivery centre or additional volume handling over and above the rebadged agents. Gurgaon centre shall be operational for only initial 9-12 months from Go-Live date, post which the remaining agents shall be redeployed internally within IBM. Attrition Backfill and New hiring shall be done at Chandigarh delivery location and shall be maintained through out the Term to deliver login hours equivalent to 137 agents in Gurgaon but considering the per agent login hours of Chandigarh as 167 hours per month vide clause 1.1 of this SOW.
 
    While ascertaining the agent count at Chandigarh, both IBM and MMTL shall keep into consideration any productivity benefits or other such changes as they occur at any time. Both IBM and MMTL understand that such changes may alter the agent requirement at Chandigarh.
 
    Hours of operation for the IBM facility will be 24X7, seven days a week.
3.   Staffing
3.1   IBM Responsibilities
 
3.1.1   Representative job descriptions
 
    IBM shall hire and train agents and supervisory staff required for managing the scope of work. IBM shall be responsible for delivering on the agreed key performance indices. IBM agents shall provide only Hindi and English language support. However, incase MMTL requires support for other languages, IBM shall provide the same at the same rate of English and Hindi Language barring necessary adjustments only in respect of identified changes in staff cost, productive hours, and the connectivity cost (increase in connectivity cost to be considered only if calls exceed beyond a number as agreed between MMTL and IBM),. IBM shall also be open to providing agents from other locations on mutually agreed to terms and conditions.
 
3.2   MMTL Responsibilities
 
    MMTL will provide and make available to IBM appropriate MMTL management and technical personnel who will work with IBM and will perform, on a timely basis, the responsibilities assumed by MMTL herein. In addition, MMTL will cooperate with IBM by making available such personnel, management, information, authorizations, approvals and acceptances as required. More specifically, MMTL will:
  a.   Deploy subject matter experts (SMEs) from MMTL to provide “train the trainer” support.
 
  b.   Provide timely process updates / information required by IBM for delivering on this scope of work
 
  c.   Identify a working team within MMTL to engage with IBM teams on an ongoing basis for various aspects related to but not limited to IT, Training, Quality etc.

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4.   Recruiting & Hiring
4.1   IBM Responsibilities
 
    IBM will perform Services relating to recruiting and hiring in connection with IBM Operations. As part of such Services, IBM will:
  a.   recruit and hire agents dedicated solely to MMTL’s business, unless otherwise approved by MMTL.
  1.   recruit and hire required staff using candidate profiles mutually developed and agreed to by MMTL and IBM.
 
  2.   provide appropriate supervisory and managerial support
5.   Training
5.1   IBM Responsibilities
 
    IBM will perform training and training support in connection with the MMTL Operations. IBM will customize, maintain and deliver required training for all agents and other IBM staff as required to perform their job functions at no extra charge.
 
    IBM shall also be responsible for attrition back filling with no extra charge to MMTL.
 
5.1.1   Agent Training
  a.   IBM new hire classroom training shall include two days of pre-process training and process training as mentioned below:
  •   Customer Service and Telesales : 4 weeks
 
  •   Ticketing : 3 weeks
  b.   Agent training will include classroom, hands-on, and computer-based training.
5.1.2   Train the Trainer / Training Materials
 
    IBM will perform Services relating to “train the trainer” training and updating and maintenance of training materials in connection with the Services. As part of such Services, IBM will:
  a.   Make IBM trainers available for “train the trainer” training to be provided by MMTL training staff at the IBM facility;
 
  b.   Assist in maintaining and updating training materials - IBM will receive from MMTL training staff during “train the trainer” sessions existing training templates, course materials and curriculum. Following its receipt of training materials, IBM will undertake responsibility for maintaining and updating training materials and course curriculums as provided by and in coordination with MMTL.
5.1.3   Training Delivery
 
    IBM will deliver training to the newly hired agents for the following areas:
  a.   Initial Pre-Process Training - IBM will provide pre-process training which will include activities such as accent neutralization, soft skills where relevant / required.
 
  b.   Initial Process Training - MMTL process and product related training
 
  c.   Ongoing and Recurrent Training - Training provided to Production agents for up-skilling, changes and updates to the product / process, any new product launches, campaigns etc.
5.2   MMTL Responsibilities
  a.   Train the trainer - MMTL will provide dedicated trainer(s) at the IBM facility for initial training of IBM’s instructors (“Train the Trainer”), who will subsequently train IBM employees to be certified as Product Trainers. These certified trainers shall conduct training for subsequent batches of IBM employees.

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  b.   Training Curriculum/Tools Development and Maintenance
  1.   Initial training – MMTL will develop, implement and maintain any business process specific training curriculum and related materials for new IBM Contact Center Agents that will enable new agents to process contacts and utilize MMTL desktop Applications while achieving KPI’s.
 
  2.   Ongoing and Recurrent Training – MMTL will develop, provide and maintain training modules to support various skills and knowledge required to effectively provide the Services and to maintain ongoing competency of agents.
 
  3.   Training Materials – Training materials (existing training templates, course materials and curriculum) and content will be provided by MMTL and will be MMTL current standards and guidelines.
6.   Key Performance Indices
    The scope of work shall have Key Performance Indices (KPI’s) that MMTL and IBM shall mutually agree to. KPIs shall be categorized as per the chart provided in Annexure 2 (Key Performance Indices). All KPIs will be mutually discussed and decided 3 months post Go-Live through a base lining process. Metrics will be reviewed quarterly for a potential change to accommodate for the environmental factors that may impact metric delivery capability. Either party may request for a change in KPIs through a change request process as per Section 5 of the Agreement. The same shall be applicable as per mutual consent between the parties. Detailed KPI metrics is defined as per Annexure 2.
7.   Rewards and Penalties
    The mechanism for calculation of rewards and penalties shall be mutually agreed between the parties in writing 3 months post Go-Live date. Rewards and penalties shall be capped to an overall maximum of +/- 7% of the monthly billing.
8.   Forecasting
    MMTL shall provide volume forecast for 90 days, out of which forecast for 60 days shall be locked and remaining 30 days forecast shall be rolling.
 
    An agent logs in for 167 hours per month in Chandigarh and 139 hours per month in Gurgaon. The month on month agents required, taking into account the service levels to be achieved, would be estimated considering call arrival / transaction patterns and the related agent occupancy levels along with the productivity assumptions basis baselining period. The above mentioned login hours per month would be factored to arrive at the number of agents required.
 
    IBM shall manage upto 110% of the locked forecast for the month at applicable KPIs. In case actual volumes are more than 110%, this period shall be excluded from any penalty on account of missed KPls. The KPIs shall not apply beyond 110% of locked forecast though IBM shall manage these volumes on best effort basis and keep as close as possible to the expected KPls.
9.   Ramp-Up Period
    Each process and new Batch will be in a Ramp-Up Period for a period of 90 days post completion of Process Training. During the Ramp Up Period, specific KPI’s will be mutually agreed (example would include Average Handle Time or Turnaround Time, an accuracy metric, etc). During the Ramp Up Period, no incentives/penalties will be applicable for each new Batch. Parties will periodically review and update the KPIs through mutual agreement. Not all KPI’s will necessarily have an incentive or penalty. This ramp-up period shall not be applicable for attrition back fill. However, it shall be applicable for each new ramp wave.

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REDACTED   Confidential Treatment Requested
The portions of this document marked by “XXXX” have been omitted pursuant to a request for confidential treatment and have been filed separately with the Securities and Exchange Commission
10.   Charges
10.1   One Time Costs
 
10.1.1   Back-ground check
  a.   One-time charge for Background check for rebadged agents only shall be pass-through to MMTL. The estimated rate is INR 1000 per person.
10.1.2   Training Costs
  a.   New hire training is not included in the Ongoing Price and shall be charged at XXXX per hour per agent for the MMTL process / product training duration and no price will be charged for agent rate till the time agent start taking calls / performing transactions.
 
  b.   Process Training duration is as defined in section 5.1.1
10.2   Agent Rate
A. Gurgaon service delivery:
                                                 
LoB/SU
         XX         XX         XX         XX         XX         XX
Customer Service — Domestic
   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX
Telesales(Inbound) — Domestic
   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX
Ticketing — Domestic
   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX
10.2.1   Price per Agent per month mentioned above is applicable for the first year of operations from the Effective Date of this SOW
  a.   The rates quoted above are in INR (Indian Rupees) are applicable per Agent per month
 
  b.   On each anniversary of the Effective Date, the price will be adjusted upwards by XXXX for inflation.
 
  c.   Billing shall be done based on the prevailing Seat Utilization (SU) for the month in the process. This shall be computed on a monthly basis.
 
  d.   All applicable taxes and levies shall apply over and above these rates as applicable. However, any income tax or any direct tax related liability will be on account of IBM. MMTL will deduct the relevant withholding tax (TDS) from the regular payments for which it will issue a consolidated annual TDS certificate to IBM.
 
  e.   The actual SU will be rounded off to nearest place of a single decimal e.g if SU is 2.14 then the pricing applicable will be at SU of 2.1. If the actual SU is 2.15 then pricing will be computed at the SU of 2.2
 
  f.   Both MMTL and IBM will put all reasonable efforts to achieve a minimum SU of 2.1.
B. Chandigarh service delivery:
                                                 
LoB/SU
         XX         XX         XX         XX         XX         XX
Customer Service — Domestic
   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX
Telesales(Inbound) — Domestic
   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX
Ticketing — Domestic
   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX
10.2.2   Price per Agent per month mentioned above is applicable for the first year of operations from the Effective Date of this SOW
  a.   The rates quoted above are in INR (Indian Rupees) are applicable per Agent per month
 
  b.   On each anniversary of the Effective Date, the price will be adjusted upwards by XXXX for inflation.
 
  c.   Billing shall be done based on the prevailing Seat Utilization (SU) for the month in the process. This shall be computed on a monthly basis.
 
  d.   All applicable taxes and levies shall apply over and above these rates as applicable. However, any income tax or any direct tax related liability will be on account of IBM. MMTL will deduct the relevant withholding tax (TDS) from the regular payments for which it will issue an consolidated annual TDS certificate to IBM.

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REDACTED   Confidential Treatment Requested
The portions of this document marked by “XXXX” have been omitted pursuant to a request for confidential treatment and have been filed separately with the Securities and Exchange Commission
  e.   The actual SU will be rounded off to nearest place of a single decimal e.g if SU is 2.14 then the pricing applicable will be at SU of 2.1. If the actual SU is 2.15 then pricing will be computed at the SU of 2.2
 
  f.   Both MMTL and IBM will put all reasonable efforts to achieve a minimum SU of 1.8.
 
  g.   IBM has factored an average salary of XXXX per agent per annum plus XXXX increment to be applicable from April 2008 across all LoB’s in Gurgaon. This is as per the information received from MMTL for the agents to be rebadged. The price shall be updated for any change in this assumption based on the actual data only in respect of incremental changes in relevant average manpower cost.
10.2.3   IBM shall pay Gratuity to the employees to be rebadged at the time of their separation with IBM only if they complete 5 (five) years of service at IBM. Any such payment made by IBM shall be as per IBM Gratuity policy. IBM will not be held liable for any payment due to rebadged agents to be paid by MMTL.
 
10.2.4   Any overtime requests from MMTL upto 20 hours per agent per month with adequate notice shall be charged @ XXXX per hour. No additional production rates shall be charged for this duration. Any overtime beyond the same shall be charged at applicable Agent rates and no overtime will be charged for it separately.
 
10.2.5   Any Ongoing and Recurrent training in addition of 2 hours per month per Agent shall be charged at the applicable Agent rates.
 
10.2.6   All outbound calls, if required would be charged at actuals for the PSTN charges.
 
10.2.7   Service delivery is assumed to be based on an agent working for 5 days per week in Gurgaon and 6 days per week in Chandigarh.
11.   Reporting
11.1   IBM Responsibilities
 
    IBM will perform performance reporting and monitoring in connection with the provision of the Services. The reports required to be prepared shall be mutually agreed to between IBM and MMTL. MMTL may change required reporting subject to change control procedures.
  a.   Infrastructure
  1.   Refer to details related to IT infrastructure and setup in Annexure 3
12.   Business Continuity
12.1   IBM Responsibilities
 
    IBM shall provide 2 levels of disaster recovery. Level 1 encompasses operational issues like IT, transport, emergencies and power. Level 2 covers failures within the site such as IT Infrastructure and connectivity. However, Level 3, which includes site level disaster recovery, is not included in the price structure. If Level 3 disaster recovery is required by MMTL, cost for the same shall be charged separately to MMTL.
13.   Termination Charges
    In case MMTL or IBM decide to terminate this SOW for convenience, there will be no termination charge on either side with respect to this SOW. Any such termination shall be in accordance with Clause 20 of the Agreement.

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ANNEXURE 1 : Rebadging Procedure
1.   Introduction
This Annexure describes the responsibilities of IBM and MMTL with respect to the Affected Employees and Hired Employees.
Affected Employees — means the individuals listed in Annexure 1B (Affected Employees) of this SoW (Employees).
Hire Date — means the date, established by IBM, on which an Affected Employee becomes a Hired Employee.
Hired Employees — means the Affected Employees hired by IBM pursuant to this Annexure 1.
Interim Period — means the period between Effective Date and commencement of Ramp Up Period.
2.   Employment Terms
2.1   Offers of Employment
 
i.   MMTL acknowledges that it provided IBM with a list of the Affected Employees, together with their job descriptions and responsibilities, their cost to the company as of the Effective Date (current salary), a description of all benefits applicable to such Affected Employees, the terms of their employment, and such other information mutually agreed to by IBM and MMTL (collectively, the Affected Employee Information). MMTL acknowledges that IBM has relied upon such Affected Employee Information in entering into this SOW. The Affected Employee Information for every “in scope employee” is listed as Annexure 1B of this SOW.
 
ii.   IBM shall deploy the Affected Employees to various roles in MMTL processes based on internal requirements and skill sets of such employees.
  ¡   IBM shall give Offer Letters to Affected Employees, subject to IBM background checks conducted by third party as per IBM policy and provided such employees are delivering the services that are within the scope of SOW and such Affected Employees are on the payrolls of MMTL.
iii.   During the Interim Period IBM will provide Offer Letters to the Affected Employees. Each Offer Lettersto an Affected Employee will include:
  ¡   an initial cost to company equal to or greater than his current cost to company, as set forth in the Affected Employee Information; and
 
  ¡   the employment benefits that, as of the Hire Date, are available to similarly situated employees of IBM, as applicable and as such benefits may be amended from time to time.
IBM will hire Affected Employees who:
  ¡   receive a letter (the Offer Letter) from IBM offering such Affected Employee employment as of the Hire Date
 
  ¡   accept such offer in accordance with the terms of the Offer Letter;
 
  ¡   are MMTL employees as of the date of such Offer Letter; and
 
  ¡   pass pre employment screening involving true disclosure of academic background, necessary work experience, etc
 
  ¡   agree to sign the IBM Business Conduct Guidelines and IBM Government and Client Guidelines

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  ¡   are not in the “no hire list” within such IBM database
iv.   Time for Acceptance. IBM has no further obligations to any Affected Employees who have not accepted the IBM Offer Letter within the period agreed between MMTL and IBM, as communicated to the Affected Employees, unless otherwise required under applicable law.
 
v.   Commencement of Employment. Each Hired Employee will begin his/her employment with IBM as of the Hire Date with the exception of those Affected Employees who have not accepted the offer as they are on leave as of the Hire Date.
 
vi.   Offers to Affected Employees on Leave. Affected Employees who are on leave (including, for the avoidance of doubt, Affected Employees who are on long term sick-leave) as of the Effective Date will be provided with an Offer Letter as soon as practicable following their return to full time active employment in their pre leave position provided their return date is (i) within the legislated leave period from their leave start date for individuals on Maternity/Parental Leave or (ii) within 90 days from the Effective Date for individuals on all other types of leave. For those Affected Employees who return from leave within these time periods, MMTL shall promptly notify IBM of their return to full-time active work and IBM shall issue an Offer Letter to that Affected Employee.
 
vii.   Status and Development. IBM will provide all Hired Employees with a comprehensive IBM orientation and induction training program which will commence within thirty (30) days of Hire Date. Thereafter, IBM will make other training programs and development strategies available to each Hired Employee pursuant to IBM’s skills management program.
 
viii.   Each Offer Letter to an Affected Employee will include:
  a)   an initial cost to company equal to or greater than his/her current cost to company , as set forth in the Affected Employee Information; and
 
  b)   Subject to the provisions of this Annexure 1, as modified from time to time, the employment benefits that, as of the Hire Date, are available to comparable employees of IBM, as applicable and as such benefits may be amended from time to time.
 
  c)   Incentive– Hired Employees shall be eligible to participate in IBM’s applicable incentive plan in accordance with IBM’s standard practices and/or policies. The applicable incentive payment for the performance year in which the Hire Date falls will be pro-rated based on the actual date of such Hire Date within such performance year.
 
  d)   Annual increases in base salary: All Hired Employees will be eligible for annual increases in their base salaries to the same extent as comparable IBM employees in accordance with the IBM policy as per the prevailing annual cycle.
 
  e)   Paid time off– MMTL will encash all accrued but unused annual leave and long service leave balances. MMTL will make a payment equivalent to the value of these balances to the Hired Employees as part of their respective full & final settlements. MMTL will ensure that all applicable dues are cleared as part of the full & final settlement.
 
  f)   Training and long-term career opportunities. Hired Employees shall have the same opportunity for training and career development as similarly experienced IBM employees. IBM shall make training available to all Hired Employees based on the needs of the IBM business and each such employee in accordance with the IBM technical and professional development programs.

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2.2   Management of Affected Employees
    IBM shall be responsible only for the payments to such Affected Employees who accept the Offer Letter. The benefits shall be as per IBM employee policies covering salaries and other benefits.
2.3   Replacement of Hired Employees
    IBM will select replacements for the Hired Employees as IBM deems necessary.
2.4   Other Responsibilities
    Prior to the Effective Date, MMTL shall notify IBM about :
  ¡   Any employee not to be transferred to IBM and retained with MMTL
 
  ¡   any employee who has been terminated by MMTL and need not be offered employment by IBM
 
  ¡   change in the Affected Employee’s job description or responsibilities, cost to company, benefits, employment terms, or other information contained in the Affected Employee Information; and
 
  ¡   any Affected Employee informing MMTL of any potential or actual change in his employment status or ability to perform his job.
    MMTL shall not re-hire or make any employment offer to the Affected Employees under contract during the entire duration of the project.
 
    Neither Party shall solicit employees of the other party during the duration of the contract without prior consent unless it is by way of response to open advertisement or a general notice from MMTL for any vacancy.
During the Ramp Up Period, MMTL will use commercially reasonable efforts to maintain the staffing required for IBM to perform the Services.
MMTL has not and will not make any representations to the Affected Employees regarding their employment with IBM unless expressly authorized in writing by IBM. If MMTL makes any change to the Affected Employees’ current cost to company, job description and/or responsibilities prior to the expiration of the Interim Period, IBM may adjust the terms of this SOW accordingly.

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ANNEXURE 1 B — Affected Employees
                 
Sl.                
No.s   NAME   DESIGNATION   LEVEL   Date of Joining
1
  AMIT THAKUR   SENIOR EXECUTIVE   SENIOR EXECUTIVE   11-Apr-05
2
  ASHA KUMARI   EXECUTIVE   EXECUTIVE   15-Feb-05
3
  DHARAMVIR KANSAL   SENIOR EXECUTIVE   SENIOR EXECUTIVE   01-Sep-04
4
  KAVITA SAKPAL   EXECUTIVE   EXECUTIVE   15-Feb-05
5
  MOHAMMED SAMIQ   SENIOR EXECUTIVE   SENIOR EXECUTIVE   01-Sep-04
6
  PARUL NIGAM   EXECUTIVE   EXECUTIVE   04-Oct-04
7
  RASHMI SRIVASTAVA   SENIOR EXECUTIVE   SENIOR EXECUTIVE   04-Oct-04
8
  VIJAY SINGH   SENIOR EXECUTIVE   SENIOR EXECUTIVE   01-Sep-04
9
  KANIKA TALREJA   SENIOR EXECUTIVE   SENIOR EXECUTIVE   6-Jun-05
10
  RICHA SHARMA   SENIOR EXECUTIVE   SENIOR EXECUTIVE   6-Jun-05
11
  DEEPTI SRIVASTAVA   EXECUTIVE   EXECUTIVE   6-Jun-05
12
  VIKAS GAURAV   SENIOR EXECUTIVE   SENIOR EXECUTIVE   6-Jun-05
13
  ZUBAIR AHMED   SENIOR EXECUTIVE   SENIOR EXECUTIVE   6-Jun-05
14
  DEEPAK VERMA   EXECUTIVE   EXECUTIVE   6-Jun-05
15
  NUPUR ANSHULIKA   SENIOR EXECUTIVE   SENIOR EXECUTIVE   13-Jun-05
16
  GEORGE JOSEPH   SENIOR EXECUTIVE   SENIOR EXECUTIVE   6-Jan-04
17
  ABDUL MALIK   SENIOR EXECUTIVE   SENIOR EXECUTIVE   18-Jul-05
18
  SHEEBA JOHN   EXECUTIVE   EXECUTIVE   18-Jul-05
19
  MONIKA BHASIN   EXECUTIVE   EXECUTIVE   18-Jul-05
20
  NEHA AGGARWAL   SENIOR EXECUTIVE   SENIOR EXECUTIVE   18-Jul-05
21
  MOHIT ARORA   SENIOR EXECUTIVE   SENIOR EXECUTIVE   1-Aug-05
22
  HIMANI KOHLI   SENIOR EXECUTIVE   SENIOR EXECUTIVE   1-Aug-05
23
  KULA PRADEEP HAZARIKA   EXECUTIVE   EXECUTIVE   2-Aug-05
24
  THOKCHOM KAJAL DEVI   EXECUTIVE   EXECUTIVE   19-Sep-05
25
  ANSHUMAN MAINI   SENIOR EXECUTIVE   SENIOR EXECUTIVE   3-Oct-05
26
  JASMINE KAUR BHUMRA   EXECUTIVE   EXECUTIVE   3-Oct-05
27
  SAKSHI SHARMA   EXECUTIVE   EXECUTIVE   3-Oct-05
28
  HARISH KUMAR   SENIOR EXECUTIVE   SENIOR EXECUTIVE   3-Oct-05
29
  PANKAJ CHOPRA   SENIOR EXECUTIVE   SENIOR EXECUTIVE   4-Oct-05
30
  MALCOLM SADIQ   EXECUTIVE   EXECUTIVE   21-Oct-05
31
  DEEPAK SHASTRI   SENIOR EXECUTIVE   SENIOR EXECUTIVE   21-Oct-05
32
  ASHUTOSH SINHA   SENIOR EXECUTIVE   SENIOR EXECUTIVE   21-Oct-05
33
  AMIT BOSE   EXECUTIVE   EXECUTIVE   24-Jan-06
34
  SHRAVAN KUMAR   EXECUTIVE   EXECUTIVE   24-Jan-06
35
  VIKAS MENON   EXECUTIVE   EXECUTIVE   24-Jan-06
36
  VIKASH   EXECUTIVE   EXECUTIVE   20-Feb-06
37
  ANKUR MUNJAL   EXECUTIVE   EXECUTIVE   20-Feb-06
38
  RAIS AHMED   EXECUTIVE   EXECUTIVE   28-Feb-06
39
  MEENAKSHI JHA   SENIOR EXECUTIVE   SENIOR EXECUTIVE   1-Mar-06

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40
  GAURAV NAYYAR   EXECUTIVE   EXECUTIVE   1-Mar-06
41
  SHAILESH DHYANI   SENIOR EXECUTIVE   SENIOR EXECUTIVE   6-Mar-06
42
  ANKITA WADHWA   EXECUTIVE   EXECUTIVE   13-Mar-06
43
  TENZIN KALSANG   EXECUTIVE   EXECUTIVE   13-Mar-06
44
  SWETA SINGH   SENIOR EXECUTIVE   SENIOR EXECUTIVE   13-Mar-06
45
  RAJVINDER KAUR   EXECUTIVE   EXECUTIVE   23-Mar-06
46
  SAKSHI RAWAL   EXECUTIVE   EXECUTIVE   3-Apr-06
47
  PRIYANKA SINGH   EXECUTIVE   EXECUTIVE   3-Apr-06
48
  SACHIN CHUGH   EXECUTIVE   EXECUTIVE   3-Apr-06
49
  TINA JOSE   EXECUTIVE   EXECUTIVE   10-Apr-06
50
  ANUJ MATHUR   EXECUTIVE   EXECUTIVE   10-Apr-06
51
  PRABHJOT SINGH   SENIOR EXECUTIVE   SENIOR EXECUTIVE   11-Apr-06
52
  BHAWNA KHANNA   EXECUTIVE   EXECUTIVE   12-Apr-06
53
  ABHINEET GOGIA   SENIOR EXECUTIVE   SENIOR EXECUTIVE   12-Apr-06
54
  ROMI CHAUHAN   EXECUTIVE   EXECUTIVE   13-Apr-06
55
  NITIKA AHLUWALIA   EXECUTIVE   EXECUTIVE   21-Apr-06
56
  TIMSY ARORA   EXECUTIVE   EXECUTIVE   21-Apr-06
57
  UMANG CHOUDHARY   SENIOR EXECUTIVE   SENIOR EXECUTIVE   21-Apr-06
58
  VARUN PRABHAKAR   EXECUTIVE   EXECUTIVE   28-Apr-06
59
  DEVENDER KUMAR JUNEJA   EXECUTIVE   EXECUTIVE   8-May-06
60
  OM PRAKASH SINGH   EXECUTIVE   EXECUTIVE   1-Jun-06
61
  JUHI GARG   EXECUTIVE   EXECUTIVE   10-Jun-06
62
  VISHAL KAPOOR   EXECUTIVE   EXECUTIVE   26-Jun-06
63
  DEEPTI RAISINGHANI   EXECUTIVE   EXECUTIVE   26-Jun-06
64
  MANISHA SABHARWAL   EXECUTIVE   EXECUTIVE   26-Jul-06
65
  ARTI PURI   EXECUTIVE   EXECUTIVE   26-Jul-06
66
  ABHINAV VICTOR   EXECUTIVE   EXECUTIVE   26-Jul-06
67
  ANKIT GULATI   EXECUTIVE   EXECUTIVE   3-Aug-06
68
  KAMAL KATYAL   EXECUTIVE   EXECUTIVE   10-Aug-06
69
  ROOPINDER KUMAR YADAV   EXECUTIVE   EXECUTIVE   16-Aug-06
70
  MONODEEP CHAKRAVARTY   SENIOR EXECUTIVE   SENIOR EXECUTIVE   17-Aug-06
71
  DEEPTI KHARE   EXECUTIVE   EXECUTIVE   19-Aug-06
72
  ROBY MATHEW   SENIOR EXECUTIVE   SENIOR EXECUTIVE   19-Aug-06
73
  SAMEER MEHRA   SENIOR EXECUTIVE   SENIOR EXECUTIVE   21-Aug-06
74
  S. ABBAS NASEER RIZVI   EXECUTIVE   EXECUTIVE   11-Sep-06
75
  PERVEZ SADIQ   EXECUTIVE   EXECUTIVE   19-Sep-06
76
  SUPARNA LODH   EXECUTIVE   EXECUTIVE   25-Sep-06
77
  SANTOSH KUMAR SINGH   EXECUTIVE   EXECUTIVE   25-Sep-06
78
  TSHERING BHUTIA   EXECUTIVE   EXECUTIVE   27-Sep-06
79
  RUCHIKA DHADWAL   EXECUTIVE   EXECUTIVE   27-Sep-06
80
  KAPIL GERA   EXECUTIVE   EXECUTIVE   9-Oct-06
81
  VARUN WALIA   EXECUTIVE   EXECUTIVE   9-Oct-06
82
  TUSHAR KAPIL   SENIOR EXECUTIVE   SENIOR EXECUTIVE   16-Oct-06

11

 

                 
83
  PRABHAS KUMAR   EXECUTIVE   EXECUTIVE   16-Oct-06
84
  PAYAL ARORA   EXECUTIVE   EXECUTIVE   16-Oct-06
85
  SIDDHARTH SHANKER DEB   SENIOR EXECUTIVE   SENIOR EXECUTIVE   17-Oct-06
86
  MEENU KHARBANDA   EXECUTIVE   EXECUTIVE   1-Nov-06
87
  DHEERAJ MALIK   EXECUTIVE   EXECUTIVE   1-Nov-06
88
  MAMTA BASSI   EXECUTIVE   EXECUTIVE   6-Nov-06
89
  HONEY BASSI   EXECUTIVE   EXECUTIVE   21-Nov-06
90
  SANDEEP SILSWAL   EXECUTIVE   EXECUTIVE   1-Dec-06
91
  VIJAY DUBEY   EXECUTIVE   EXECUTIVE   4-Dec-06
92
  MANISH KUMAR   EXECUTIVE   EXECUTIVE   26-Dec-06
93
  RISHI JHAMB   EXECUTIVE   EXECUTIVE   3-Jan-07
94
  SHASHANK SUDAN   EXECUTIVE   EXECUTIVE   3-Jan-07
95
  NITIKA FARMA   EXECUTIVE   EXECUTIVE   3-Jan-07
96
  ANUSH KUMAR   SENIOR EXECUTIVE   SENIOR EXECUTIVE   3-Jan-07
97
  S.RAMANARAYANAN   EXECUTIVE   EXECUTIVE   3-Jan-07
98
  MANISH WAGHMARE   EXECUTIVE   EXECUTIVE   18-Jan-07
99
  NIKHIL SOOD   EXECUTIVE   EXECUTIVE   18-Jan-07
100
  SHEFALI HANDU   EXECUTIVE   EXECUTIVE   18-Jan-07
101
  JATIN VIJ   EXECUTIVE   EXECUTIVE   18-Jan-07
102
  ASHOK CHANDRA SATI   EXECUTIVE   EXECUTIVE   18-Jan-07
103
  BHUPENDRA SINGH RANA   EXECUTIVE   EXECUTIVE   19-Jan-07
104
  SINDHU .S. BHASKARAN   SENIOR EXECUTIVE   SENIOR EXECUTIVE   5-Feb-07
105
  PALLAVI GUPTA   SENIOR EXECUTIVE   SENIOR EXECUTIVE   5-Feb-07
106
  KAPIL GOSWAMI   EXECUTIVE   EXECUTIVE   15-Feb-07
107
  ACSAH JACOB   EXECUTIVE   EXECUTIVE   21-Feb-07
108
  ALKA AGGARWAL   EXECUTIVE   EXECUTIVE   21-Feb-07
109
  DIGANTO CHAKRABORTY   EXECUTIVE   EXECUTIVE   21-Feb-07
110
  MANAV NARULA   EXECUTIVE   EXECUTIVE   21-Feb-07
111
  NISHA SHARMA   EXECUTIVE   EXECUTIVE   21-Feb-07
112
  SHAHZIA FATIMA   EXECUTIVE   EXECUTIVE   21-Feb-07
113
  N. ASHOK KUMAR SINGH   EXECUTIVE   EXECUTIVE   23-Feb-07
114
  HARDIK MEHTA   EXECUTIVE   EXECUTIVE   7-Mar-07
115
  ANCY KHURANA   EXECUTIVE   EXECUTIVE   7-Mar-07
116
  AMIT KR. SINHA   EXECUTIVE   EXECUTIVE   7-Mar-07
117
  AMIT PANT   EXECUTIVE   EXECUTIVE   7-Mar-07
118
  DIVITA SHARMA   EXECUTIVE   EXECUTIVE   7-Mar-07
119
  JATIN SHARMA   EXECUTIVE   EXECUTIVE   7-Mar-07
120
  JASPREET SINGH   EXECUTIVE   EXECUTIVE   7-Mar-07
121
  NIPUN SHARMA   EXECUTIVE   EXECUTIVE   7-Mar-07
122
  ANGAD SINGH   EXECUTIVE   EXECUTIVE   7-Mar-07
123
  KANIKA SHARMA   EXECUTIVE   EXECUTIVE   7-Mar-07
124
  SUMIT SETHI   EXECUTIVE   EXECUTIVE   7-Mar-07
125
  KALPANA RAMANI   EXECUTIVE   EXECUTIVE   7-Mar-07

12

 

                 
126
  VIMAL SACHDEVA   EXECUTIVE   EXECUTIVE   7-Mar-07
127
  KARAN KAURA   EXECUTIVE   EXECUTIVE   21-Mar-07
128
  BHAVUK SETHI   EXECUTIVE   EXECUTIVE   21-Mar-07
129
  ANUP DUBEY   EXECUTIVE   EXECUTIVE   21-Mar-07
130
  VISHAL THAKUR   EXECUTIVE   EXECUTIVE   21-Mar-07
131
  KANUPRIYA GOYAL   EXECUTIVE   EXECUTIVE   21-Mar-07
132
  HUZENGLUIBO ZELIANG   EXECUTIVE   EXECUTIVE   21-Mar-07
133
  PARAMDEEP SINGH   EXECUTIVE   EXECUTIVE   21-Mar-07
134
  AMIT SHARMA   EXECUTIVE   EXECUTIVE   21-Mar-07
135
  DHROOV PRATAP   EXECUTIVE   EXECUTIVE   21-Mar-07
136
  SANKALP CHOUDHURY   EXECUTIVE   EXECUTIVE   21-Mar-07
137
  RADHIKA SHARMA   EXECUTIVE   EXECUTIVE   21-Mar-07
138
  G.RENUKA   EXECUTIVE   EXECUTIVE   21-Mar-07
139
  RATAN DEEP SINGH   EXECUTIVE   EXECUTIVE   21-Mar-07
140
  SAKSHI NASWA   EXECUTIVE   EXECUTIVE   21-Mar-07
141
  JEEWAN NATH GOSWAMI   EXECUTIVE   EXECUTIVE   4-Apr-07
142
  ASTHA SONI   EXECUTIVE   EXECUTIVE   9-Apr-07
143
  SARVESH SAH   EXECUTIVE   EXECUTIVE   9-Apr-07
144
  SUSAN VARGHESE   EXECUTIVE   EXECUTIVE   9-Apr-07
145
  TARANPAL KAUR   EXECUTIVE   EXECUTIVE   9-Apr-07
146
  CECILIA ANTHONY   EXECUTIVE   EXECUTIVE   9-Apr-07
147
  PRADEEP SINGH BALODA   EXECUTIVE   EXECUTIVE   9-Apr-07
148
  SABA SIDDIQUI   EXECUTIVE   EXECUTIVE   9-Apr-07
149
  SHEETAL VERMA   EXECUTIVE   EXECUTIVE   9-Apr-07
150
  MUSTUFA ALI KHAN   EXECUTIVE   EXECUTIVE   9-Apr-07
151
  ROHIT ADLAKHA   EXECUTIVE   EXECUTIVE   9-Apr-07
152
  DHARITRI SARMA   EXECUTIVE   EXECUTIVE   9-Apr-07
153
  MEENA KUMAR   EXECUTIVE   EXECUTIVE   9-Apr-07
154
  MANISHA SHARMA   EXECUTIVE   EXECUTIVE   9-Apr-07
155
  SANDEEP SHARMA   EXECUTIVE   EXECUTIVE   9-Apr-07
156
  KARTIK SINGHAL   EXECUTIVE   EXECUTIVE   9-Apr-07
157
  PRABHAT VIJAYI BISHT   EXECUTIVE   EXECUTIVE   9-Apr-07
158
  NIKITA MALHOTRA   EXECUTIVE   EXECUTIVE   9-Apr-07
159
  SHWETA SURI   EXECUTIVE   EXECUTIVE   9-Apr-07
160
  NIKHIL BHARDWAJ   EXECUTIVE   EXECUTIVE   9-Apr-07
161
  VIDHYA MOLTHAMBY   EXECUTIVE   EXECUTIVE   10-Apr-07
162
  SAURABH UPADHYAY   EXECUTIVE   EXECUTIVE   12-Apr-07
163
  SHALINI RISHI   EXECUTIVE   EXECUTIVE   17-Apr-07
164
  RAHUL ARORA   EXECUTIVE   EXECUTIVE   23-Apr-07
165
  VANDANA SHARMA   EXECUTIVE   EXECUTIVE   1-May-07
166
  MADHURI DUTTA   EXECUTIVE   EXECUTIVE   2-May-07
167
  MOHD. AFFAN KHAN   EXECUTIVE   EXECUTIVE   2-May-07
168
  PREETHA R. NAIR   EXECUTIVE   EXECUTIVE   21-May-07

13

 

                 
169
  MOHIT KUMAR MANCHANDA   EXECUTIVE   EXECUTIVE   29-May-07
170
  GURLEEN KAUR   EXECUTIVE   EXECUTIVE   29-May-07
171
  NEERAJ KUMAR SINGH   EXECUTIVE   EXECUTIVE   29-May-07
172
  ABHISHEK MATHUR   EXECUTIVE   EXECUTIVE   29-May-07
173
  VAIBHAV GUPTA   EXECUTIVE   EXECUTIVE   29-May-07
174
  VIKRANT VIJAYANT SINGH   EXECUTIVE   EXECUTIVE   29-May-07
175
  SUPRATIK CHATTERJEE   EXECUTIVE   EXECUTIVE   29-May-07
176
  ANJALI DHAMIJA   EXECUTIVE   EXECUTIVE   29-May-07
177
  PRIYANKA SHARMA   EXECUTIVE   EXECUTIVE   29-May-07
178
  SAMEER SETIA   EXECUTIVE   EXECUTIVE   9-Jul-07
179
  GAGANDEEP KAUR   EXECUTIVE   EXECUTIVE   9-Jul-07
180
  ANKUSH KUMAR   EXECUTIVE   EXECUTIVE   9-Jul-07
181
  TARUN KUMAR KOLI   EXECUTIVE   EXECUTIVE   9-Jul-07
182
  RUCHI SHARMA   EXECUTIVE   EXECUTIVE   9-Jul-07
183
  ASMA AYAZ   EXECUTIVE   EXECUTIVE   9-Jul-07
184
  NEHA BABBAR   EXECUTIVE   EXECUTIVE   9-Jul-07
185
  ANKITA BHADURI   EXECUTIVE   EXECUTIVE   9-Jul-07
186
  KANIKA KAUSHIK   EXECUTIVE   EXECUTIVE   9-Jul-07
187
  NATASHA KAPOOR   EXECUTIVE   EXECUTIVE   9-Jul-07
188
  SUPREET SINGH SANDHU   EXECUTIVE   EXECUTIVE   9-Jul-07
189
  GINNI ARORA   EXECUTIVE   EXECUTIVE   9-Jul-07
190
  VAISHALI SINGH   EXECUTIVE   EXECUTIVE   9-Jul-07
191
  HOMI SHARMA   EXECUTIVE   EXECUTIVE   9-Jul-07
192
  PARABJEET SINGH   EXECUTIVE   EXECUTIVE   9-Jul-07
193
  SWATI DHAMIJA   EXECUTIVE   EXECUTIVE   23-Jul-07
194
  SANDEEP RAJWADE   EXECUTIVE   EXECUTIVE   20-Aug-07
195
  KIRAN KUMAR CHANDRAKAR   EXECUTIVE   EXECUTIVE   20-Aug-07
196
  ANUPAM SAKSENA   EXECUTIVE   EXECUTIVE   20-Aug-07
197
  ROHIT CHOUHAN   EXECUTIVE   EXECUTIVE   20-Aug-07
198
  RITIKA VOHRA   EXECUTIVE   EXECUTIVE   20-Aug-07
199
  DIVYA ARORA   EXECUTIVE   EXECUTIVE   20-Aug-07
200
  KAMAL DEEP VERMA   EXECUTIVE   EXECUTIVE   20-Aug-07
201
  DEPINDER KAUR   EXECUTIVE   EXECUTIVE   20-Aug-07
202
  SHWETA SACHDEVA   EXECUTIVE   EXECUTIVE   20-Aug-07
203
  RENUKA SHARMA   EXECUTIVE   EXECUTIVE   20-Aug-07
204
  SANDEEP KUMAR GUPTA   EXECUTIVE   EXECUTIVE   20-Aug-07
205
  MANMEET KAUR   EXECUTIVE   EXECUTIVE   1-Nov-07
206
  CHANDAN BAJAJ   EXECUTIVE   EXECUTIVE   1-Nov-07
207
  AAKANKSHA KHURANA   EXECUTIVE   EXECUTIVE   1-Nov-07
208
  SHARMILA KUMARI GURUNG   EXECUTIVE   EXECUTIVE   1-Nov-07
209
  KRISHNA BARAN CHAKMA   EXECUTIVE   EXECUTIVE   1-Nov-07
210
  ISHITA BHATIA   EXECUTIVE   EXECUTIVE   1-Nov-07
211
  RITU VERMA   EXECUTIVE   EXECUTIVE   1-Nov-07

14

 

                 
212
  NEETESH CHOPRA   EXECUTIVE   EXECUTIVE   1-Nov-07
213
  SWATI SHARMA   EXECUTIVE   EXECUTIVE   1-Nov-07
214
  MOHAMMED NADEEM   EXECUTIVE — INTERNATIONAL OPERATIONS   EXECUTIVE   10-Dec-07
215
  BHUPINDER PAL SINGH   EXECUTIVE — SALES US   EXECUTIVE   2-Jan-08
216
  ISHA SETHI   EXECUTIVE — SALES US   EXECUTIVE   2-Jan-08
217
  KAPIL KHEMANI   EXECUTIVE — SALES US   EXECUTIVE   2-Jan-08
218
  MONICA LANGOLJAM YUMNAM   EXECUTIVE — SALES US   EXECUTIVE   2-Jan-08
219
  MANMEET SINGH SANDHU   EXECUTIVE — SALES US   EXECUTIVE   2-Jan-08
220
  REKHA GODARA   EXECUTIVE — SALES US   EXECUTIVE   2-Jan-08
221
  RUBI SINGH   EXECUTIVE — SALES US   EXECUTIVE   2-Jan-08
222
  NIVEDITA PUNDIR   EXECUTIVE — SALES US   EXECUTIVE   2-Jan-08
223
  VIVEK BHOLA   EXECUTIVE — SALES US   EXECUTIVE   2-Jan-08
224
  SAURABH KHURANA   EXECUTIVE — SALES US   EXECUTIVE   2-Jan-08

15

 

ANNEXURE 2: Key Performance Indices
                                     
    PROCESS   AGENT
    LEVEL   LEVEL
                            Average        
            Service   Turn Around       QA   Productivity Per   FCR   Csat
    PROCESS   Abandon %   Level   Time   Conversion %   Scores   Day   Scores   Scores
SALES
   INTERNATIONAL   Yes   Yes   —   Yes   Yes   Yes   —   —
SALES
   DOMESTIC   Yes   Yes   —   Yes   Yes   Yes   —   —
CUSTOMER SERVICES
   INDIA   Yes   Yes   —   —   Yes   Yes   Yes   Yes
TICKETING
   INTERNATIONAL   —   —   Yes   —   Yes   Yes   —   —
TICKETING
   INDIA   —   —   Yes   —   Yes   Yes   —   —

16

 

ANNEXURE 3: IT Architecture
(DIAGRAM)
  •   IT Infra at IBM is designed to deliver 99.95% uptime on annual basis.
 
  •   Architectures are subject to DOT approvals
Voice Solution — Gurgaon Operations
Inbound Voice
  •   Existing Toll free number at MMTL location will be used for incoming calls
 
  •   Calls will be handled by IVR installed at MMTL location. IVR will transfer the call using the MMTL’s AVAYA ACD/PBX to IBM over point to point circuits
 
  •   IBM will have point to point connectivity between MMTL Gurgaon data center and IBM SDL in Gurgaon, provided by MMTL
 
  •   Voice connectivity will be extended to IBM SDL at Gurgaon using VoIP
 
  •   AVAYA IP Phones will be used in IBM. All these phones will be configured to connect to AVAYA ACD installed in MMTL Gurgaon location
 
  •   Agents at IBM will login into the AVAYA ACD installed at MMTL Gurgaon location
 
  •   Agents call recording and reporting will be delivered through MMTL voice infra at Gurgaon location
 
  •   Supervisor in IBM will be provided access to MMTL hosted reporting system for extracting contact centre agent reports
 
  •   Outbound call will be made out of MMTL voice switch. MMTL to ensure no breach of toll bypass regulation

17

 

  •   Transfer back to Gurgaon location using MMTL voice switch in Gurgaon
 
  •   Uncompressed voice between MMTL and IBM
 
  •   MMTL will continue to host contact centre agent reporting and agent voice recording environment in MMTL DC. IBM will use this environment for agent reporting and recording.
 
  •   All charges related to TFN in India (installation, one time setup and recurring usage charges) would be borne by client.
Data Solution — Gurgaon Operations
  •   Point to Point Data connectivity will be installed between MMTL Data center and IBM Data center
 
  •   The same MMTL provided point-to-point circuit will be used for transporting data traffic. Data connectivity will only be setup between MMTL 103 Gurgaon building and IBM Gurgaon building. For US operations same data connectivity will be used.
 
  •   Agents at IBM will use the CRM application and portal installed at MMTL Data center using the data connectivity
 
  •   Email system/id for MMTL query will be provided by MMTL
 
  •   Chat platform will be provided by MMTL
Voice Solution — Chandigarh Operations
Inbound Voice
  •   Existing Toll free number at MMTL location will be used for incoming calls
 
  •   Calls will be handled by IVR installed at MMTL location. IVR will transfer the call using the MMTL’s AVAYA ACD/PBX to IBM over point to point circuits
 
  •   IBM will have point to point connectivity between MMTL Gurgaon data center and IBM SDL in Chandigarh, provided by MMTL
 
  •   Voice connectivity will be extended to IBM SDL at Chandigarh using VoIP
 
  •   AVAYA IP Phones will be used in IBM. All these phones will be configured to connect to AVAYA ACD installed in MMTL Gurgaon location
 
  •   Agents at IBM will login into the AVAYA ACD installed at MMTL Gurgaon location
 
  •   Agents call recording and reporting will be delivered through MMTL voice infra at Gurgaon location
 
  •   Supervisor in IBM will be provided access to MMTL hosted reporting system for extracting contact centre agent reports
 
  •   Transfer back to Gurgaon location using MMTL voice switch in Gurgaon
 
  •   MMTL will continue to host contact centre agent reporting and agent voice recording environment in MMTL DC. IBM will use this environment for agent reporting and recording.
 
  •   All charges related to TFN in India (installation, one time setup and recurring usage charges) would be borne by client.
Outbound Voice
  •   Nortel PBX/ACD will be installed at IBM SDL Chandigarh location
 
  •   PSTL line for outbound calls will be terminated at the same Nortel PBX/ACD for outbound calling
 
  •   All charges related to Voice telecom inbound and outbound links in India (installation, one time setup and recurring usage charges) will be borne by MMTL.
Data Solution — Chandigarh Operations
  •   Point to Point Data connectivity will be installed between MMTL Data center and IBM Data center
 
  •   The same MMTL provided point-to-point circuit will be used for transporting data traffic. Data connectivity will only be setup between MMTL 103 Gurgaon building and IBM Chandigarh building. For US operations same data connectivity will be used.
 
  •   Agents at IBM will use the CRM application and portal installed at MMTL Data center using the data connectivity
 
  •   Email system/id for MMTL query will be provided by MMTL
 
  •   Chat platform will be provided by MMTL

18

 

(DIAGRAM)
Voice Solution — International Operations
Inbound Voice
  •   Existing Toll free number at MMTL location will be used for incoming calls
 
  •   MMTL will provide 2way US PSTN T1 circuit(s) at IBM NY PoP
 
  •   Existing TFN will be mapped to the circuit(s) for inbound calls
 
  •   Voice connectivity will be extended to IBM SDL at Gurgaon using VoIP
 
  •   AVAYA IP Phones will be used in IBM. All these phones will be configured to connect to AVAYA ACD installed in IBM Gurgaon location
 
  •   Agents at IBM will login into the AVAYA ACD installed at IBM Gurgaon location
 
  •   Agents call recording and reporting will be delivered by IBM voice infra at Gurgaon location
 
  •   US bound Outbound call will be made out of same circuit(s)
 
  •   No transfer back is required for the process
 
  •   All charges related to Voice telecom inbound and outbound links in US (installation, one time setup and recurring usage charges) shall be borne by MMTL.
 
  •   IBM has assumed that MMTL would use the shared infrastructure being used by other clients in the same facility.
 
  •   IBM has not factored the cost for following in the prices mentioned above :
  ¡   IVR
 
  ¡   Dialer
 
  ¡   CTI Integration

19

 

  ¡   CRM Solution
 
  ¡   License/Development cost of all Customer specific applications
 
  ¡   Chat and Email platform for customer service
  •   International seats for data/app access will leverage connectivity setup for domestic business.
 
  •   Outbound calls will be transported through same US T1 circuits provided by MMTL, and transfer back in not required for the process.
 
  •   Outbound calls will be transported through same US T1 circuits provided by MMTL, and transfer back in not required for the process.
 
  •   Recorded calls only retained for 3 months and then purged.
 
  •   All charges related to TFN in US (installation, one time setup and recurring usage charges) would be borne by client.
 
  •   Recurring cost of inbound/outbound calls in US will be borne by MMTL.
Data Solution
  •   Data connectivity/application access will be same as used for domestic operations
 
  •   Agents at IBM will use the CRM application and portal installed at MMTL Data center using the data connectivity
 
  •   Email system/id for MMTL query will be provided by MMTL
 
  •   Chat platform will be provided by MMTL

20

 

ANNEXURE 4 — Transition Plan
             
Key Milestones   Date
NCR
   Contract signing     5-Mar-08  
 
   In-scope MMTL staff start employment with IBM     7-Apr-08  
 
   MMTL tools and applications available over internet     4-Apr-08  
 
   End to End IT set up complete for NCR International     4-Apr-08  
 
   Go Live at IBM NCR Center– Rebadged agents– International     7-Apr-08  
 
   DOT approval obtained for IBM NCR center     9-May-08  
 
   End to End IT set up complete for NCR Domestic     23-May-08  
 
   Go Live at IBM NCR Center– Rebadged agents– Domestic     26-May-08  
             
CHD
   DOT approval obtained for IBM CHD center     9-May-08  
 
   End to End IT set up complete for CHD center     23-May-08  
 
   Go Live at IBM CHD Center– Customer Service International & Domestic     26-May-08  
Basic Transitioning Approach
  1.   224 HC (220 agents + 4 hierarchy) to be rebadged to IBM
 
  2.   Transition Ramp Up to happen in 3 phases-
      Phase I- T Plan Intl NCR
 
      Phase II- T Plan Dom NCR
 
      Phase III- T Plan Dom & Intl CHD
  **   Please note that some of the phases would run in parallel”
 
  3.   Considering trainer availability based on the ratios considered in the solution Waves within each phase have been spaced out
 
  4.   KT / TTT: It has been assumed that IBM will send a team consisting of heirarchy members to the client site for 1-2 weeks for KT/ Due Diligence/ TTT
 
  5.   Training:
      IBM Induction & Internal training– 1 Week
 
      Pre Process & Process training (CS & TS)– 4 Weeks
 
      Pre Process & Process training (CS Intl & TS Intl)– 5 Weeks
 
      Pre Process & Process training (Ticketing)– 3 Weeks
 
      Pre Process & Process training (Ticketing Intl)– 4 Weeks”
Dependencies/Assumptions to the plan
1.   The week of March 3rd has been assumed as date for closure of Contract/LOI.
 
2.   Timelines subject to change in case there is slippage in approvals/ICA’s or commencement date of the project.
 
3.   Cross training has not been factored in
 
4.   It has been assumed that a standard TTT model will apply where the first set of agents and hierarchy would be trained by MMTL trainers/ SMEs and any subsequent IBM agents would be trained by IBM
 
5.   Training material and curriculum will be made available by MMTL
 
6.   It has been assumed that all ramp up batches & attrition backfill agents will be hired in Chandigarh
 
7.   For International business to Go Live in NCR– Phase I– by April 7th the following assumptions have been considered:-
  a.   MMTL provides Voice circuits in US (NY) latest by April 4th
 
  b.   MMTL to ensure that all the applications and tools required by the agents working on the International LOBs are available over the internet latest by April 4th
In case there is slippage on these the Go Live date of April 7th will get pushed out. In the case of point no. b mentioned above not being possible Go Live will get pushed out to May 12th because of DOT dependency since connectivity with MMTL forces a change in the current DoT approved diagram for IBM 186, Udyog Vihar , Gurgaon location
8.   For Domestic business to Go Live in NCR- Phase II by May 26th the following assumptions have been considered:-

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  a.   MMTL provides Point to Point circuits till IBM Gurgaon office latest by May 16th
 
  b.   DOT approval is obtained within 10 weeks (2 weeks for filing of application and 8 weeks for processing and obtaining final approval) of contract signing”
9.   For International and Domestic business– Phase III & IV to Go Live in CHD in the week of May 26th the following assumptions have been considered:-
  a.   MMTL provides Point to Point circuits till IBM CHD office latest by May 16th
 
  b.   DOT approval is obtained within 10 weeks (2 weeks for filing of application and 8 weeks for processing and obtaining final approval) of contract signing.
10.   It has been assumed that 7% of the MMTL staff would not accept rebadging and would attrite. Hiring requirements in CHD will be calculated based on this and may require a change if the attrition number changes.
 
11.   In this plan, a hiring of Training for 30 agents has been incorporated in the plan for CHD as per MMTL inputs. The LOB break up of the CHD Headcount will be 15 in CS and 15 in Tele Sales
SoW Effective Date: 0000 hours IST on 5th of March, 2008
             
Agreed to:   Agreed to:
             
Make My Trip Private Limited   IBM Daksh Business Process Services Private Limited
             
By
   /s/ Rajesh Magow    By   /s/ Anuj Kumar 
 
            
             
Authorized Signature   Authorized Signature
             
Name:
   RAJESH MAGOW   Name:   ANUJ KUMAR
             
Date:
   5/03/2008   Date:   5th MARCH, 2008

After signing, please return a copy of this Agreement to the “IBM address” shown above.

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