ggbpo partner overview - synergy solutions
TRANSCRIPT
Prepared for
Golden Gate BPO SolutionsUnited States / Phoenix, Arizona
Synergy Solutions
Business Overview
WHAT WE DO
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• Global multichannel outsourced contact
center solutions
• Delivery though our certified operating
partners / consortium
• Client services and operational oversight
Outsourced Contact Center Provider
World Class Outsourced Customer Management
and BPO Solutions
• High level of quality through customization and adaptation of
each client’s culture
• Increased speed to market, implementation and launch
through entrepreneurial culture and management
commitment
• Achievement of operating efficiencies through a balance of
commitment to best practices and customization of these
practices to maximize the results of each program scope
• Competitively priced solutions that yield a lower cost of
outsourcing to our clients
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WHAT WE STRIVE TO ACCOMPLISH FOR OUR CLIENTS
A Snapshot of our U.S. Partner
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ABOUT SYNERGY SOLUTIONS
• Founded in 1999
• Partnered with Golden Gate BPO in January
2014
• 420 workstations with capacity to scale
• Bilingual
• Multichannel service capabilities
• Specializing in combining synergy and
innovation to create the next generation of
customer contact solutions
• Located in Phoenix, AZ and Bemidji, MN
• Operating 24 / 7
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ABOUT SYNERGY SOLUTIONS – CORE CAPABILITIES
What We Do
• Customer Care
• Technical Support
• Enrollment / Registration
• Leasing Support
• Customer Retention
• Upsells / Cross-Sales
• Answering Service
• Telesales / Renewals
• Lead Generation
• Satisfaction Surveys
• Database Management
• Sales Support
• Tele-greeter / Answering Service
How We Do It
• 24 / 7 / 365
• Inbound Telephone
• Outbound Telephone
• B2C & B2B Interaction
• Email / Chat / Text
• Social Media Response
• IVR Self Service
• Dedicated Teams
• Blended Teams
• Bi-Lingual
• Overflow / Peak Season Support
• Operations Consulting
• Technology Development
• Compliance Consulting
Who We Do It For
• Public / Private / Non-Profit
• E-Commerce
• Healthcare
• Technology
• Consumer Electronics
• Multi-Family Housing
• Financial Services
• Insurance
• Publishing
• Legal
• Construction
• Apparel
• Utilities
Benefits andDifferentiators of our
U.S. Partner
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ABOUT SYNERGY SOLUTIONS• “Synovation” - combining synergy and innovation to create the next
generation of customer contact solutions
• Utilizing people, process and technology to provide our clients
with uncompromising service & superior performance
• Experience
• Award winning provider for leading brands
• 17 years in business, management team with 2-3 decades
experience
• Integrity
• Creating jobs and satisfied customers in the US
• 100% of profits reinvested in company
• Stability
• Pioneers in quality and compliance Solutions
• High availability redundant systems
• No debt – access to growth capital
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ABOUT PHOENIX, ARIZONA
• The capital of Arizona and most populous city in the state
• With over 1.5M people, it’s the 6th most populous city in the US and the only state capital with a population of more than 1M residents
• Known as the Valley of the Sun
• Over the past decade, it’s been one of the fastest growing US cities, resulting in numerous entertainment establishments and businesses opening or relocating to the area
• According to the US Census Bureau, over 30% of residents are natively bilingual
• The labor force is over 2.2M, and office and administrative support is one of the top five employment categories in the market
• Located in the Sonoran Desert, which is one of the wettest and greenest deserts in North America
• The area basks in sunshine more often than any other major metropolitan area in the US - the sun shines on Phoenix approximately 300 days per year, or over 85% of its daylight hours
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HUMAN RESOURCES BEST PRACTICES
• Targeted Sourcing
• Well defined profiles
• Thorough Client-Centric Process
• Employee and School Referrals / Job Fairs
• Strategic Alliances with Academic Institutions
• Strong Inter-Departmental Involvement Between HR
and OPS
• Psychometric / Abilities Testing
• Criminal Background Checks
Recruitment and Hiring• Comfortable and Positive Contact Center
Environment
• Competitive Salary and Benefits
• Life and Medical Insurance
• Building and Strengthening Work Relationships through Team Building Activities
• Performance-Based Incentives / Bonuses
• Personal and Professional Development
• Goal setting / tracking
• Transportation Services
• Employee Recognition Programs
Employee Retention
TRAINING BEST PRACTICES
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Training Workshops / Continuing Education
Soft Skills Training Coaching to QualityProducts and Skills
Refresher / EnhancerManagement Development
Performance and Project Management
Career Skills
Skills Enhancement
PC Windows Office Other Technologies
Experienced Trainers
Train-The-Trainer Approach
Compliance Training
Client-Specific PCI-DSS TCPA
Customized Client, Program Specific and CSAT Skills Training
First Call Resolution
Comprehensive Orientation and Soft Skills Training
QUALITY ASSURANCE BEST PRACTICES
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Tested and Proven Quality Assurance Monitoring Procedures
Random QA Audits Regularly Scheduled QA Audits Immediate Coaching / FeedbackEffective Tracking of Results for
Continued Improvement
Establishing Most Effective Quality Monitoring Solution
Calibration Sessions with Clients
Crucial to Success Not Viewed as a Chore
Appropriate Spans of Control
Operations Management Supervisors QA Auditors Trainers
OPERATIONS BEST PRACICES
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• Specific teams and divisions
• Promotes core learning systems
• Cohesive dedicated environments
• Custom client management
• Customized operations manual/process
• Developed for each program / client
• Agent scorecards updated regularly
• Daily / weekly / monthly
• Drives behavior designed to provide top quality performance
• Immediate feedback and coaching sessions
• 90-day audit cycle for process and documentation
• Certification and process standards
• Planned communication strategy to maintain alignment
Dedicated Client Strategy: from the Executive Leadership team
to the Agents’Dedication to Operational Excellence
and Performance Improvement
TECHNOLOGY BEST PRACTICES
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• Top Grade ACD / Switching Systems
• IP Agents
• Soft phones
• Custom Reporting and Data Analytics
• Robust PBX / Dialers
• Best in Class IVR
• Best in Class Call Recording System
• E-Mail / Chat / Social Media Capabilities
• Network Security
• Anti-virus
• Robust firewall
• Prefer PCI-DSS certification
• Defined Disaster Recovery Methodology
• Critical equipment PBS
• Back-up generator
• Telecom redundancies
• Risk mitigation plans defined by client / program
(888) 510-8368
www.goldengatebpo.com
Outsourcing Redefined