1. Best Employer of the Year
2014 International ICT Awards

2. 20021980 2006 2007 2009 2010
the evolution of a leading BPO enterprise
Pioneers BPO in the Philippines
with its first publishing center in the country

3. 20021980 2006 2007 2009 2010 2011
the evolution of a leading BPO enterprise
Launches CRM services
as PLDT ventures into the outsourcing industry
(mostly voice) with the incorporation of ePLDT Ventus

4. 20021980 2006 2007 2009 2010 2011 2012
the evolution of a leading BPO enterprise
Forays into non-voice
BPO/KPO
through PLDT’s Medical Transcription
and Content acquisitions

5. 20021980 2006 2007 2009 2010 2011 2012 2013 a
the evolution of a leading BPO enterprise
SPi expands into
Healthcare RCM
by acquiring Springfield
Service Corporation

6. 20021980 2006 2007 2009 2010 2011 2012 2013 and beyo
the evolution of a leading BPO enterprise
SPi intensifies
its healthcare presence
with Healthcare Information
Management (HIM) services
with the LMS acquisition

7. 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

8. 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 jumpstarts
the growth phase

9. 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 accelerated
growth trend

10. 7 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

11. 20021980 2006 2007 2009 2010 2011 2012 2013 and beyond
the evolution of a leading BPO enterprise

12. backed by two strong sponsors

13. global delivery platforms in competitive locations
19,000+ employees in 30 locations worldwide…and growing

14. global delivery platforms in competitive locations
‣ #1 offshore market of CRM
services globally; optimal
mix of quality & price
‣ Corporate Headquarters
Philippines
14,000+

15. global delivery platforms in competitive locations
Chennai & Pondicherry are
hubs for pre-press publishing
India
4,200+

16. global delivery platforms in competitive locations
One of the best-kept secrets of
cost-effective BPO delivery
Vietnam
700+

17. global delivery platforms in competitive locations
Recently acquired new site
China
300+

18. global delivery platforms in competitive locations
‣ Emerging BPO market
starting to catch the
offshoring wave
‣ Sales & Marketing
Australia

19. global delivery platforms in competitive locations
Preferred bilingual location
in Latin America
Nicaragua
300+

20. global delivery platforms in competitive locations
Onshore presence;
provides good shoring mix
United States
200+
Sales & Marketing

21. global delivery platforms in competitive locations
Europe
Sales & Marketing

22. global network diagram
www
MPLS
Resiliency Natural BCP 99.99% Uptime

23. full suite of voice & non-voice solutions

24. 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

25. 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

26. full suite of voice & non-voice solutions
Handles revenue cycle
management, regulatory coding
and billing compliance services

27. 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

28. the most awarded BPO company in the Philippines

29. Customer
Relationship
Management

30. 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

31. 20021980 2006 2007 2009 2010 2011 2012
Birth of Advanced Technical Support
Adds three more sites
the CRM evolution

32. 20021980 2006 2007 2009 2010 2011 2012 2013 a
Ventures into Retail
Expands footprint in the province
the CRM evolution

33. 20021980 2006 2007 2009 2010 2011 2012 2013 and beyo
Forays into Travel and Hospitality
Starts operations in Dumaguete
the CRM evolution

34. 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

35. 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 accelerated
growth trend

36. 2006 2007 2009 2010 2011 2012 2013 and beyond
Continues the culture of strategic excellence
CRM drives innovation

37. 7 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

38. service offerings
Core Services
Strategic Services
CUSTOMER CARE
INBOUND/OUTBOUND
SALES
COLLECTIONS IT/HELPDESK
BACK-OFFICE
SUPPORT

39. service offerings
CUSTOMER CARE INBOUND/OUTBOUND
SALES
COLLECTIONS 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

40. 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

41. operational excellence
‣Handholding Phase
‣Progressive Targets

42. operational excellence
‣Coaching & Mentoring Culture
‣Automated Coaching Tool
‣Building Skills

43. operational excellence
‣Balanced Scorecard
‣Automated Reports

44. operational excellence
‣Attrition Gauge Tool
‣Team-building Activities
‣Enterprise Events

45. operational excellence
‣Rewards & Incentives
‣Performance Management
‣Leadership Development

46. Contact Details
For more information about our Contact Centers and CRM capabilities and services, contact us today:
THANK YOU
Sean Alston
Associate Vice President
SPi CRM Business Development
Office: (267) 923-8394
Mobile: (215) 859-7127
Sean.Alston@spi-global.com
www.spi-global.com
Established. Evolving.
Exceptional.
Welcome to SPi Global. The
future of BPO