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TeleDevelopment Services

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TDS Overview

TDS Overview

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Transcript

  • 1. Summary of Services
  • 2. CAPABILITIES SUMMARY 1. Who is TeleDevelopment Services? 2. TDS Services 3. Putting it all together a. Consulting b. Staffing c. Assessment d. Training
  • 3. TDS HISTORY
    • Founded in the US
    • in 1991 by Jon E. Kaplan
    • Launched full blown Phil office in April 2004
    • Opened TDS branch in Cogon, Cebu City last Sept. 2009
  • 4. INTERNATIONAL EXPERIENCE AUSTRALIA PHILIPPINES PERU BRAZIL DOMINICAN REPUBLIC CANADA U.K. JAPAN INDIA NETHERLANDS BELGIUM CHINA MEXICO KOREA
  • 5. TDS REPEAT CUSTOMERS (PH)
  • 6. CAPABILITIES SUMMARY - CONSULTING
    • TDS can help a Philippine based operation with:
      • Strategic Planning
          • Logistics
          • Operations
          • Philippine HR Policies
          • Workforce Planning
          • Compensation Advisory
      • Operations Audit
      • Campaign/Vendor Management
  • 7. CAPABILITIES SUMMARY - STAFFING
    • Profiling candidates for call center fit
    • In partnership with top call centers in the country for repeat business
    TDS proprietary process results: 85% of our candidates presented to a client are hired and remain with the client through the first 45 days of employment.
  • 8. CAPABILITIES SUMMARY - STAFFING
    • Management of the recruitment function which include:
      • Provision of dedicated team including managers and personnel for account management, recruitment, training and HR support
      • Creation of benchmark profiles required agents using TDS proprietary and 3rd party assessment tools
      • Development and implementation of required recruitment strategy (i.e. ad placements, job fairs, campus tours) to meet agreed upon headcount requirements
      • Implementation of agreed upon recruitment process (sourcing, screening, testing, interviewing) for various positions based on approved candidate profiles
      • Reference Checks and Medical Clearance
  • 9. HRO RECRUITMENT PROCESS (RP) Client provides 45 day forecast Foundation Training Turnover to Client SO SP TT FT TC Perf. Mgmt. & Reporting PMR Sourcing Selection Process Turnover to Training
  • 10. SOURCING PROCESS FLOW ESTABLISHING TARGETS IMPLEMENTATION / EXECUTION PLANNING MONITORING OF ACTIVITIES CORRECTIVE MEASURES PERF. MGMT. & REPORTING PROFILING OF AGENTS
    • Accounts
    • TCCR / CSR
    • Specialized
    • Profile of Placed
    • Candidates
    • Demographics
    • Sources
    • Establishing Ratio of
    • Resumes to Grads List
    • Personnel Deployment
    • Expense Budgeting
    • Sourcing Activities
    • HRO Email
    • Jobstreet
    • Friendster
    • Referrals
    • On-line Job Posting
    • Grads List
    • Walk-in
    • Inbound Inquiry
    • Referral Partners
    • Job Fairs
    • Sourcing Partners
    • Mall Kiosk
    Database Management Turnover of Acquired Leads To Phone Screening Group Show-up Rate for Referred Candidates Daily Yield from Screening / Placement
  • 11. SAMPLE SOURCING PROCESS FLOW Ads Placement Phone In Email SP1b English Skills Assessment Tool SP1c Log Sheet Phone Screen SP1f Interview Schedule Schedule for Face to Face Recommend for BEST Monitor No Show Callout for Re-scheduling Job Fair Face to Face Interview Referrals/ Others On Line Job Board School Listing P F SP1a Telephone Interview script SP1e BEST Schedule SP1g Interview Attendance Log Sheet SP1h Candidate Profile Sheet SP1       SP2   SP1d BEST Outline Fill up Candidate Profile Sheet  SP1i Resume  PC Recruiter
  • 12. SCREENING PROCESS FLOW Local Placement Phone Screen Candidate Profile Sheet  Candidate Resume Read Aloud Script  Database/ Endorse candidates for: Downstream  Candidate Profile Sheet Employment Application Form  Candidate Profile Sheet   Test Versant Test Initial Interview  Grammar, Vocabulary, Tenses test Technical Exam Skills Check Listening Test Typing Test  TIN ID Final Interview Downstream - 8-9 HRO Training – (60-64) / 9 Final Interview – 10 Fail - 7 P F P F  Endorsement Schedule to various CC  Testing database Candidate Placement Agreement 
  • 13. TDS STANDARD TESTING TOOLS Grammar Test Listening Typing Technical Exam
  • 14. TRAINING ON-BOARDING PROCESS FLOW Selection Process TDS HR Receives complete requirements of the candidates & obtains names of qualified candidates Foundation Training Foundation Training TT TDS-HR updates status Of candidates Foundation Training Endorsement Form  Endorsement of candidates’ names to Training  PC Recruiter  Sourcing Effectiveness Form  Fill Rate Report Submission of requirements to Client Foundation Training Endorsement Sheet  FT SP Orientation Foundation Training Endorsement Form  Foundation Training Endorsement Form  Requirement Checklist Form and Kit 
  • 15. FOUNDATION TRAINING (FT) TDS HR turns over list of participants for training Training Head determines # of classes Trainers conduct classes TD schedules trainer/s per class C NC Recommend for Retrain Release participant English Skills Training (EST) C NC Forward list to TDS HR Agent Skills Training (AST) Recommend for Retrain Release participant A A Trainers’ Weekly / Monthly Schedule  Trainer’s recommendation report  Trainer’s recommendation report   Participant’s’ Attendance Sheet  EST Preliminary Mock Interview Sheet  EST Final Mock Interview Sheet Trainer’s recommendation report   Recommendation report to be sent to TM through email Trainer’s recommendation report   AST Role-Play Grading Form Trainer’s recommendation report   Recommendation report to be sent to TM through email Trainer’s recommendation report  Trainer’s recommendation report 
  • 16. CAPABILITIES SUMMARY - TRAINING
    • Objectives/Scope
    • Expectations
    • Strategy Review
      • Approach
    • Resources
    • Timeframes
    • Establish Communications
    Step 1 Step 2 Content Development Step 3
    • Collect and Review Existing Tools, Processes & Training Material
    • Conduct Interviews
    • Administer Comfort Questionnaire
    • Update Training Materials with Client Content
    • Modify Training Evaluation Tool to Support the Program
    • Schedule Training
    • Conduct Training
    • Conduct Train-the-Trainer Training
    • Assess Learning Effectiveness
    Implementation Step 4 Objectives/ Resources Review Current Situation
  • 17. TRAINING DELIVERY
    • Traditional Classroom-Based
    • Web-based E-Learning
      • Online Public/Private Classes
      • Available in 5 Courses with 15 Topics
    • Web-based Webinar
      • Available in 50+ Topics x 90 minute modules
  • 18. AGENT TRAINING PROGRAMS
    • Foundation Training
    • Near-Hire Training
    • English Skills Training
    • Customer Service Training
    • Technical Support Training
    • Sales Training
    • Culture Training
  • 19. SUPERVISOR TRAINING PROGRAMS
    • Leadership
    • Performance Management
    • Key Performance Indicators (KPI)
    • Quality Assurance
    • Workforce Management
    • Program for Coaches
    • Facilitation / Presentation Skills
  • 20. MANAGEMENT & SPECIALIST TRAINING
    • Culturalization Training
    • Time Management
    • Transition / Change Management
    • Emotional Intelligence
    • Quick-Hit Training Programs
  • 21. TRAINING METHODOLOGY This process drives: Experiential learning through detailed role-plays, exercises, and “hands-on” practice sessions. Training assessments are used to measure learning retention. Critical information is reinforced through a five-step process which include: Review Demonstrate Practice Discuss Evaluate
  • 22. CAPABILITIES SUMMARY – MANAGEMENT RECRUITMENT
    • Operations
    • Customer Service
    • Client Services
    • Sales
    • eCommerce
    • Technical
    • Help Desk
    • Vice Presidents
    • Directors
    • Managers
    • CFO
    • COO
    Proven recruitment and placement of qualified candidates for all levels of management and specialist positions in the contact center industry
  • 23. MANAGEMENT RECRUITMENT – OPERATIONS PROCESS FLOW Sourcing -Online Ads -Research -PCR -Reference List -Networking -TDS - US Database -Job Portals Phone Screening or Face to face Interview For Profiling and Endorsement to Client(s) Client Interview Schedule Interview and Screening with Client(s) Reference Checks as needed Job Offer by the Client Placement Details [Start Date, Compensation Package, Position, etc.] Hiring Confirmation (Start Date) Start (Upon contract signing) 3 – 5 days 2 days 1 – 2 days Client Interview 1 – 2 days Calibration with Client
  • 24. CAPABILITIES SUMMARY - ASSESSMENT
    • The world leading automated spoken English assessment kit exclusively distributed by TDS in the Philippines
    • Correlates well with other tests, such as TOEIC, TSE, and ILR oral proficiency interviews
    www.ordinate.com LANGUAGE ASSESSMENT TOOL
  • 25. CAPABILITIES SUMMARY - ASSESSMENT THE VERSANT ASSESSMENT PROCESS STATISTICAL OPTIMIZATION 8,000,000+ speech files 800,000 transcriptions 280,000 human grades > 100 languages SIGNAL ANALYSIS SEARCH ALIGNER SCORER REPORT SPEECH RESPONSE MODEL SCORING MODEL ASR REFERENCE NORMING SPEECH CANDIDATE NORMING SPEECH Augmented Recognition Design
  • 26. CAPABILITIES SUMMARY - ASSESSMENT VERSANT TEST FORMATS Versant English- Quick Screener Repeating Sentences Versant English- Level Test Versant English Test Giving Short Answers to Questions Reading Aloud Giving Short Answers to Questions Repeating Sentences Building Sentences Reading Aloud Giving Short Answers to Questions Repeating Sentences Building Sentences Story Re-telling Open-Ended Questions
  • 27. POWERFUL TECHNOLOGY Voice patterns analyzed in visual format waveform spectrum words segmentation
  • 28. VERSANT FLEXIBILITY Test delivery choices: Telephone Based Computer Delivered
  • 29. PAYROLL OUTSOURCING & HR ADMINISTRATION
    • Provide Consulting work on HR Procedures
    • Salary Structure and other related HR policies.
    • Provide CLIENT with a payroll service to be run outside its premises
    • and will have the ff. functions:
      • Attendance Data Verification/DTR Proofing
      • Employee’s Payroll Processing, produce pay slips and prepare
      • company management reports (Payroll Register, Bank Credit
      • Advise etc.)
      • Comprehensive Payroll Register.
      • Generation and Filing of Government Statutory Reports
      • (SSS,PhilHealth &HDMF)
      • Preparation and Generation of a year-end reports (e.g. 13th
      • Month Pay, Alphalist, BIR Individual ITR, Form 2316, etc.)
      • Maintains 201 File ( Employee’s Information)
  • 30. SETTING-UP DATA IN THE PAYROLL SYSTEM Payroll Processing Capture Data from Client attendance system Compatible ? Manual Encoding Data Conversion Start A No Yes A Client to provide Attendance Details Attendance Summary Payroll Instructions TDS to Process: - data verification -computation of Payroll - Update Database TDS advise to Client Payroll for Credit to bank Bank Credit Advise Payroll Register Prepares Payslip & send To Client Payslips Furnish Client Payroll Register Final Payroll Register B
  • 31. GENERATE / FILING OF GOVERNMENT STATUTORY REPORTS Preparation of Monthly Reports TDS submits Reports To Client Client to Prepare Payment and File Reports End B Collection List (R3) Membership Reg / Remittance Form (M1-1) Employer’s Qrtly Remittance Report (RF-1) BIR Form 1601
  • 32. PUTTING IT ALL TOGETHER TeleDevelopment can bundle all or many of these services into one comprehensive solution. TeleDevelopment offers flexible, customized solutions to satisfy our clients’ requirements.
  • 33. TeleDevelopment Services is an industry leader in contact center solutions and offers the best strategies to move your business forward
    • 2009 Spirited Teamwork Award for Highest hit Rate ( Telus)
    • 2009 Recognized Loyal Partner of TelePerformance
    • 2008 Spirited Teamwork Award for Highest Hit Rate (Telus)
    • 2007 Top Sourcing Vendor Award
    • (Convergys Corporation)
    • 2005 Most Outstanding Call Center Agent Training (National Product Excellence Awards)
    • 2005 Best Call Center Support Company (National Product Excellence Awards)
    • Technovation Award (ProSpeak) ATA Convention, San Diego, CA, 2005
    • 2001 ACCE Award for Best Outbound B-C Program of the Year
    • American Teleservices Association 1999 Telo Award for Teleservices Excellence
    • 1999 Call Center Pioneer Award
    • 1998 TeleProfessional Magazine Silver Award For Call Center Excellence
    • August 1999, n amed one of the “Stars of our Industry” by CallCenter Magazine, for having “a significant impact on the call center industry.”
    • 1994 Telo Award for Excellence in Telemarketing
    • ( American Teleservices Association)
    But Don’t Take Our Word For It…
  • 34. THANK YOU