spi global - corporate overview_2015 ss
TRANSCRIPT
Best Employer of the Year2014 International ICT Awards
20021980 2006 2007 2009 2010
the evolution of a leading BPO enterprise
Pioneers BPO in the Philippineswith its first publishing center in the country
20021980 2006 2007 2009 2010 2011
the evolution of a leading BPO enterprise
Launches CRM servicesas PLDT ventures into the outsourcing industry
(mostly voice) with the incorporation of ePLDT Ventus
20021980 2006 2007 2009 2010 2011 2012
the evolution of a leading BPO enterprise
Forays into non-voiceBPO/KPOthrough PLDT’s Medical Transcription
and Content acquisitions
20021980 2006 2007 2009 2010 2011 2012 2013 and beyond
the evolution of a leading BPO enterprise
SPi expands intoHealthcare RCMby acquiring Springfield
Service Corporation
20021980 2006 2007 2009 2010 2011 2012 2013 and beyond
the evolution of a leading BPO enterprise
SPi intensifiesits healthcare presence
with Healthcare Information
Management (HIM) services
with the LMS acquisition
20021980 2006 2007 2009 2010 2011 2012 2013 and beyond
the evolution of a leading BPO enterprise
‣All BPO/KPO and CRM
businesses merges under one
integrated BPO entity to drive
synergies and scale
‣Deploys Lean Six Sigma
2002 2006 2007 2009 2010 2011 2012 2013 and beyond
the evolution of a leading BPO enterprise
Further strengthens the culture of
strategic excellence
Expanded Content through
Laserwords acquisition
Divested commoditized Medical
Transcription business
SPi Global jumpstartsthe growth phase
2006 2007 2009 2010 2011 2012 2013 and beyond
the evolution of a leading BPO enterprise
with double-digit revenue and
margin complemented by key acquisitions
to expand capabilities
and enter new markets
Start of the acceleratedgrowth trend
2007 2009 2010 2011 2012 2013 and beyond
the evolution of a leading BPO enterprise
as CVC shows confidence in the industry and decides to
invest strategically into SPi Global
Secures further growth with CVC
20021980 2006 2007 2009 2010 2011 2012 2013 and beyond
the evolution of a leading BPO enterprise
backed by two strong sponsors
global delivery platforms in competitive locations
19,000+ employees in 30 locations worldwide…and growing
global delivery platforms in competitive locations
‣ #1 offshore market of CRM
services globally; optimal
mix of quality & price
‣ Corporate Headquarters
Philippines
14,000+
global delivery platforms in competitive locations
Chennai & Pondicherry are
hubs for pre-press publishing
India
4,200+
global delivery platforms in competitive locations
One of the best-kept secrets of
cost-effective BPO delivery
Vietnam
700+
global delivery platforms in competitive locations
Recently acquired new site
China300+
global delivery platforms in competitive locations
‣ Emerging BPO market
starting to catch the
offshoring wave
‣ Sales & Marketing
Australia
global delivery platforms in competitive locations
Preferred bilingual location
in Latin America
Nicaragua
300+
global delivery platforms in competitive locations
Onshore presence;
provides good shoring mix
United States
200+Sales & Marketing
global delivery platforms in competitive locations
EuropeSales & Marketing
global network diagram
www
MPLS
Resiliency Natural BCP 99.99% Uptime
full suite of voice & non-voice solutions
full suite of voice & non-voice solutions
Handles all contact center and CRM
transactions, primarily customer
contacts via voice, email, chat, SMS,
social media, and other similar channels
full suite of voice & non-voice solutions
In-depth domain knowledge with global
resources and the latest technologies
to offer end-to-end editorial, content
production, and related business
process outsourcing solutions
full suite of voice & non-voice solutions
Handles revenue cycle
management, regulatory coding
and billing compliance services
the most awarded BPO company in the Philippines
2014 BPO Employer of the Year
2011 BPO Company of the Year
2010 Non Voice Excellence of the Year
2009 Multi-sourcing Company of the Year
International ICT Awards
the most awarded BPO company in the Philippines
CustomerRelationshipManagement
20021980 2006 2007 2009 2010 2011
the CRM evolution
Launches the first US account
Supports one of the largest banks in the Philippines
Operates two sites in Makati
20021980 2006 2007 2009 2010 2011 2012
Birth of Advanced Technical Support
Adds three more sites
the CRM evolution
20021980 2006 2007 2009 2010 2011 2012 2013 and beyond
Ventures into RetailExpands footprint in the province
the CRM evolution
20021980 2006 2007 2009 2010 2011 2012 2013 and beyond
Forays into Travel and HospitalityStarts operations in Dumaguete
the CRM evolution
20021980 2006 2007 2009 2010 2011 2012 2013 and beyond
‣All BPO/KPO and CRM
businesses merges under one
integrated BPO entity to drive
synergies and scale
‣Deploys Lean Six Sigma
the CRM evolution
2002 2006 2007 2009 2010 2011 2012 2013 and beyond
CRM drives innovation
with double-digit revenue and
margin complemented by key acquisitions
to expand capabilities
and enter new markets
Start of the acceleratedgrowth trend
2006 2007 2009 2010 2011 2012 2013 and beyond
Continues the culture of strategic excellence
CRM drives innovation
2007 2009 2010 2011 2012 2013 and beyond
the evolution of a leading BPO enterprise
as CVC shows confidence in the industry and decides to
invest strategically into SPi Global
Secures further growth with CVC
service offerings
Core Services
Strategic Services
CUSTOMER CAREINBOUND/OUTBOUND
SALESCOLLECTIONS IT/HELPDESK
BACK-OFFICE
SUPPORT
service offerings
CUSTOMER CAREINBOUND/OUTBOUND
SALESCOLLECTIONS IT/HELPDESK
BACK-OFFICE
SUPPORT
‣ Inbound & Outbound
Solutions
‣ Account
Management
‣ Complaint & Issues
Resolution
‣ B2B &B2C Solutions
‣ Account Acquisition
‣ Consultative Selling
‣ Enhancement
Services
‣ Account
Maintenance
‣ Waivers &
Reversals
‣ Fraud Protection
Services
‣ 5-90 Debt Recovery
‣ Tier 1-4
Transactional
Services
‣ Enhancement
Services
‣ Order Management
‣ Delivery/Distribution
Inventory
Management
‣ Survey Research
‣ Lead Generation
‣ Product Inquiries –
Promotions
‣ Test & Learn
core
service offerings
‣ Business Intelligence
‣ DMAIC Model
‣ Lean Six Sigma
‣ DFSS Model
‣ Real-Time Monitoring
‣ Conversation Tracking &
Reporting
‣ Real-Time Response
‣ Self-development
‣ Leadership Development
‣ Performance Management
‣ Customer Service Training
‣ Trainer Tools
strategic
QUALITY AND PROCESS
MANAGEMENT
SOCIAL MEDIA RESPONSE
MANAGEMENT SOLUTIONS
END-TO-END LEARNING
SOLUTIONS
operational excellence
‣Handholding Phase
‣Progressive Targets
operational excellence
‣Coaching & Mentoring Culture
‣Automated Coaching Tool
‣Building Skills
operational excellence
‣Balanced Scorecard
‣Automated Reports
operational excellence
‣Attrition Gauge Tool
‣Team-building Activities
‣Enterprise Events
operational excellence
‣Rewards & Incentives
‣Performance Management
‣Leadership Development
Contact DetailsFor more information about our Contact Centers and CRM capabilities and services, contact us today:
THANK YOU
Sean AlstonAssociate Vice President
SPi CRM Business Development
Office: (267) 923-8394
Mobile: (215) 859-7127
www.spi-global.com
Established. Evolving.
Exceptional.
Welcome to SPi Global. The
future of BPO