proprietary and confidential technion communications

TECHNIONCommunicationsHigh Tech High Touch

Proprietary and Confidential Technion Communications



Technion Background

Founded in January 1994 by Sandy Papunen and Chris Eisdorfer - Privately held

Focus on programs where the integration of call center expertise, database marketing and technology were key elements of success

Business growth of at least 50% every year since inception, with several years of over 100% growth

Mid-size firm with call centers in South Florida, Barbados, Toronto and Colombia with over 3,200 seats of capacity



Business Differentiators

Fully integrated Technology Platform

Willingness to work in a shared risk environment

Customer focused corporate culture and management team

A track record of growth and Customer Delight

Proprietary targeted databases for customer acquisition activities

Independent Quality Improvement Process (QIP) team focuses on continuous improvement and best practices

Off-shore cost advantage options available

Mid-size firm offers best of both worlds: Big enough to grow and support large programs, but small enough to remain nimble, focused and non-bureaucratic



Organizational ChartChris Eisdorfer

President/COO

*Line of Business Director

*Inbound, Outbound, Consumer, Business to Business, Multilingual

Stephanie WheelerGM Account Services

Mark RichardsGM Operations

Prashant CherukuriIT Director

Harish NarainGM Application Dev.

Software Developers

Dave Doucette GM Project Admin

Project TechnicalManager

Director of HR

Chris CollieGM Training &

Recruiting

OperationsManager

Supervisor

Agent Teams

QA Manager

TrainingManager

Trainers

RecruitingManager(s)

ABTS

MBTS

AccountManager

AccountCoordinator

QA Staff

Non Dedicated

Client Dedicated



Recruiting

Recruiters and Interviewers are certified and audited for quality and results using Best Practices

Candidates screened with at least three interviews and a role-play before a position is offered



Interview Form

Sample Interviewing Script – TechnionApplicant ____________________ 2nd Interview Interviewer _____________________ Date _____________________

Begin with introduction of all parties involved in interview process. Use the following questions to obtain information about perspective employee:Document any observations in space provided. Choose the appropriate set of questions based on position under consideration.

Question 3

2 1 Score

1) What is your understanding of the job you are applying for?

Strong verbal skills, articulate, able to build rapport and communicate effectively.

Acceptable command of the language, answered the question briefly and indifferently.

Answered using poor diction and slang. Communicates in an unprofessional manner.

2) Why did you or why are you looking to leave your present job?

Professional and monetary growth and expanded opportunity.

Schedule does not meet with family or school requirements, commute is too long.

Personality conflicts with Supervisors or co-workers, the “I was the only one who Worked” attitude.

3) What are the things that motivate you?

Money, opportunity, recognition, success.

Self-motivated, helping people, family success.

Answer =No reply, I do not know, time off or social activities.

4) Tell me of the last time you used good selling skills?

Applicant says that they are now selling you on hiring them. Candidate gives an example that is three days or less.

In recent last job. Cannot remember the last time.



Quiz Test Sample



Training

ABTS (Agent Basic Training School) provides on-going agent training and development

MBTS (Management Basic Training School) provides managers with skills to successfully career path

Full ownership of agent training and education

Learning Pyramid Philosophy



Learning Pyramid



Coaching Agents for Optimal Performance

Target Group: Managers, Supervisors, anyone who has direct reports.

Objectives: Participants will learn the following:

How to coach agents and still keep them motivated.

How to identify core qualities of effective coaching conversations.

How to use the simple 5 step model of coaching on the floor.

Delivery method: Classroom, Self PacedDuration: 4 Contact hours

Summary of Course Outline

Recognizing the importance of having specific strategies for coaching.

Identify reasons why coaching increases employee productivity.

How to balance the strengths and weaknesses of individuals.

Discover why coaching benefits both you and the organization.

Why content employees produce better products and better service.

How to change mediocre performance to glittering success.

Identify desirable listening behaviors that generate positive results.



E-Learning

Product knowledge

Software training

Voice training

Call simulations

E-Learning technology to screen qualified candidates

Introduction to long distance training – benefits reduce training time

Self-paced resulting in higher retention of information learned



E-Learning Interactive Example



E-Learning Test Example



Dialog Coach

Demo



Operations

CONFIRMED SALES WITH STATS Location LeadType Tsr info Total Yield Conv. Hours Intralata Drop Sales Per Completes Sales Rate Worked % Rate Hour Per Hour 0891

TP285 BENJAMIN, JULIE-ANN 1 1.01% 1.12% 4.50 0.00% 0.00% 00.22 22.00 TQ422 THOMPSON, JUNE 4 4.30% 4.44% 5.10 0.00% 0.00% 00.78 18.23 TP299 NORVILLE, VANESSA 4 2.70% 2.76% 6.12 75.00% 20.00% 00.65 24.17 TP275 STRAKER, ANDRE 7 8.14% 8.33% 5.71 71.43% 12.50% 01.23 15.06 TP277 IFILL, CHERYL 3 1.34% 1.38% 5.73 0.00% 25.00% 00.52 39.12 TP279 FORDE, ESTHER 3 2.61% 2.73% 5.30 66.67% 0.00% 00.57 21.71 TP295 GREENIDGE, SHARON 2 1.15% 1.18% 5.81 0.00% 0.00% 00.34 29.94 TP283 DOWNES, JUANITA 1 0.85% 0.91% 5.42 100.00% 0.00% 00.18 21.76 TP297 FRANKLYN, SHEAWOOD 1 0.93% 1.02% 5.66 0.00% 0.00% 00.18 18.92 TP280 JONES-DAVIS, GAIL 4 4.55% 4.65% 5.41 25.00% 0.00% 00.74 16.27 TP289 WILLIAMS, MARCELLE 1 0.50% 0.52% 6.12 0.00% 0.00% 00.16 32.67 TP290 BARROW, MAXINE 0 0.00% 0.00% 3.31 0.00% 0.00% 00.00 19.65 TP284 KING, JUANNE 2 0.98% 0.98% 5.76 0.00% 33.33% 00.35 35.57 TP291 JOSEPH, MONICA 4 4.65% 4.76% 5.46 75.00% 33.33% 00.73 15.76 TP282 FORDE-ESTWICK, JANIS 2 2.00% 2.02% 5.37 0.00% 50.00% 00.37 18.64 TP292 CUMMINS, NATALIE 4 5.71% 6.15% 5.39 75.00% 0.00% 00.74 12.98 TP287 PADMORE, KAREN 1 1.09% 1.15% 4.25 0.00% 0.00% 00.24 21.64 TP281 CLARKE, GREGORY 4 8.70% 8.89% 5.63 50.00% 33.33% 00.71 08.16 TP293 WHITTAKER, PAMELA 3 2.04% 2.08% 6.05 66.67% 0.00% 00.50 24.32 Sub Total For: 0891 51 2.25% 2.34% 102.10 43.14% 16.39% 00.50 22.16



Outbound Reports

LEAD INVENTORYlead_ type total_ leadsnot_ touchedtouched_not_closedtotal_callback open_ leads closed

Simply_1 69621 20325 13545 2025 33870 35751

Simply_2 112662 74120 18635 772 92755 19907

Simply_3 66301 64638 1094 63 65732 569

Simply_HSP 21348 17449 2443 197 19892 1456

Totals 269932 176532 35717 3057 212249 57683



Dialer StatsDIALER STATISTICS



Quality Weekly Report



Real-Time CMS Report



Web Real-Time Agent Production Statistics



Web Real-Time Hourly Call Detail Report



IntelliCube – Agent Level Data



Quality Assurance

Quality Assurance Best Practices

Digital Recording System

On-Line Quality Assurance Scoring & Tracking System



Quality Best Practices

To maintain integrity of Quality Processes, the Operations Team & Quality Team are separate entities

Every Sales and Service Agent receives documented feedback on calls monitored – minimum twice per week

Every Sales and Service Agent has a weekly individual coaching session

Quality Assurance Supervisors are rotated every 60 days

On-line scoring and performance tracking / trending

Quality Assurance Supervisor is assigned a maximum of 20 agents

Agents are provided a Monthly Scorecard



QA On-Line Form



QA Weekly Performance Report



QA Weekly Agent Performance Report



Agent Monthly Scorecard



Digital Recording

Every call can be recorded on inbound and outbound programs

All recordings can be archived indefinitely

System is used as a Verification Tool and as a Quality Assurance Tool

Demo



Account Management

Creative / Proactive Philosophy

Always looking for ways to improve your business / results

Insure all technology assets and best processes are leveraged

Identify issues early, first & provide solutions

IntegrityOpen Book / Open Door Policy

Complete Disclosure

CommunicationFocus on documentation to insure consistency in meeting expectations



Implementation Timeline Sample



On-Going Program Status Log



Contact Report Sample



Technology

Standardized platform across all domestic and international centers

Sophisticated CRM system fully integrated with outbound and inbound CTI

Database marketing and modeling capabilities



Barbados Florida Network Chart



Technology Infrastructure



Live Demo of Intellicube with SAS

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Documents