Teletrinsic Contact Center Solutions Ppp


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Teletrinsic Contact Center Solutions Ppp

  1. 2. <ul><li>The Philippines is rapidly becoming the location of </li></ul><ul><li>choice for call centers serving North America due to </li></ul><ul><li>the high quality of the work force, English fluency, </li></ul><ul><li>and cost of labor. </li></ul><ul><li>Advantages of outsourcing include reduction and </li></ul><ul><li>control of operating costs, increased profitability, </li></ul><ul><li>improvement of customer service and accessibility </li></ul><ul><li>to world-class capabilities. </li></ul>
  2. 3. <ul><li>Ranked 3rd in the World for Top BPO destinations </li></ul><ul><li>The Philippines is the ideal location for outsourcing, especially for North American countries. This is due to its excellent Network and Internet Connectivity and its perfect time synergy. </li></ul><ul><li>Other factors include a steady supply of computer-, electronics- and internet-savvy college graduates who view call center work as a career rather than a temporary job, making the Philippines an excellent choice for outsourcing work. </li></ul><ul><li>English Language Proficiency </li></ul><ul><li>As a former American territory, the country's education system is patterned after the American education system and this includes American-style diction and pronunciation of the English language. This gives Filipino-English a neutral or an almost American accent, an advantage in dealing with the mostly American clientele . </li></ul>
  3. 4. <ul><li>Available High Quality of Human Resources </li></ul><ul><li>According to the Swiss International Institute for Management Development (IIMD) 2004 study among 60 Asia Pacific countries, the Philippines ranked No. 1 in the availability of skilled workers, 3 rd in senior managers and 4 th in IT professionals . </li></ul><ul><li>Cultural Orientation towards Customer Care/Sales </li></ul><ul><li>Filipino workers have strong customer service orientation with a long tradition of excellence in their choice of professions. They are also highly trainable with a fast learning curve. However, the Call Center boom started here in the Philippines in the early 2000 which allows us to hire already experienced agents which we feel is important for the shorter learning curve for our clients. </li></ul>
  4. 5. <ul><li>Reliable Infrastructure Support </li></ul><ul><li>Redundant International Connectivity </li></ul><ul><li>Expanding Multi-media Infrastructure with a 24 x 7 x 365 support operation </li></ul><ul><li>Deregulated Telecommunications Industry </li></ul><ul><li>Stable power with excess capacity over current demand and back-up generator systems </li></ul>
  5. 6. <ul><li>Teletrinsic Contact Center Solutions is based in Manila, Philippines with support operations in Charlotte, North Carolina. </li></ul><ul><li>The company is managed by both American and Filipino management </li></ul><ul><li>We have inbound and outbound telemarketing capabilities that is used primarily for the marketing of sales and customer service campaigns </li></ul>
  6. 7. <ul><li>Our senior management team is staffed by American expats who are very experienced in the Call Center and marketing industries. </li></ul><ul><li>Our technology and back-up systems are ultra sophisticated and comply with all new laws regarding telemarketing </li></ul><ul><li>Our entire workforce is college educated and the Filipino friendliness known throughout the world translates to high levels of customer satisfaction with the ultimate in polite, yet persistent personalities </li></ul>
  7. 8. <ul><li>Our management team has engaged in marketing campaigns for Fortune 100 clients such as Sears, AT&T, Providian Financial, Verizon, Cingular, Federated Department Stores, and SBC. We have a history of growing campaigns and companies. Aside from the Telemarketing industry, we have a diverse background in managing different types of businesses, giving experience and insight into what makes a business work. We also have vast experience acting as the client, outsourcing our own products to other call centers in the past. This background allows us to relate closely to clients as TeleTrinsic strives to make its clients business a success. </li></ul><ul><li>We also have extensive experience in managing and developing from scratch all varieties of telemarketing campaigns. We have developed and trained call centers spanning the globe including the United States, Philippines, Central America, South America, the Caribbean, India, and Egypt . We have developed an expertise for knowing what will and what will not succeed in a given program. Our sales training is second to none in this industry, and our management development programs produce some of the most capable managers available today. Our leadership from the front is a great example for our managers. </li></ul>
  8. 9. <ul><ul><li>We truly believe that focusing on your success is the only way to achieve our goals. Therefore… </li></ul></ul><ul><ul><li>Our mission is to provide high quality teleservices that allow our clients to successfully market and maintain their products and services. </li></ul></ul><ul><ul><ul><ul><ul><li>We set ourselves apart from our competition by providing unequaled communication and transparency with our clients. </li></ul></ul></ul></ul></ul>
  9. 11. <ul><li>Redundant Networks ensure 99% uptime </li></ul><ul><li>Direct phone lines via IPLC from Manila to L.A., giving us crystal clear calls, as if we were in the next room. Also, we have technology in place for clients with local programs in which we will call the local Filipino market. </li></ul><ul><li>We use an onsite Full Featured, Top Tier Predictive Dialer that allows us to fully customize Campaign Parameters. Includes Outbound Predictive / Preview Dialing and Inbound ACD. </li></ul><ul><li>Windows XP based PC’s with LCD flat panel monitors at every agent station. </li></ul>
  10. 12. <ul><li>CTI and Database Servers with Intel Dual Xeon processors </li></ul><ul><li>FTP server available for large file transfers </li></ul><ul><li>Full Call Recording (FCR) capable </li></ul><ul><li>Real-Time email confirmation from Agent to Customer </li></ul><ul><li>Can upgrade or add hardware or software to conform with client specific requirements. </li></ul>
  11. 13. <ul><li>Your Success. Period. </li></ul>
  12. 14. <ul><li>Recruit and Hire experienced agents </li></ul><ul><ul><li>Use relationships with existing call centers </li></ul></ul><ul><ul><li>Implement a hiring process to weed out bottom-feeders </li></ul></ul><ul><li>Expedite Training to quickly and effectively reduce agent learning curve </li></ul><ul><ul><li>Utilize Tag-Team approach </li></ul></ul><ul><ul><li>Hiring only experienced agents eliminates the need for basic sales and phone etiquette training </li></ul></ul>
  13. 15. <ul><li>Increased customer skills ensure call handling is at pace with client expectations </li></ul><ul><ul><li>Consistent monitoring and floor-walking </li></ul></ul><ul><ul><li>Implement Spiff program to reward agents for performance, attendance, and quality </li></ul></ul><ul><li>Decreased complaints </li></ul><ul><ul><li>During floor walks, coach immediately upon infraction </li></ul></ul><ul><ul><li>All managers are personally available to take calls when customer asks for a manager </li></ul></ul>
  14. 16. <ul><li>Incentives </li></ul><ul><ul><li>Reward agents with spiffs for consistent performance </li></ul></ul><ul><ul><li>Reward for improvement over previous week for lower performing agents </li></ul></ul><ul><li>Processes </li></ul><ul><ul><li>Develop processes to closely monitor agent performance and to effectively weed out and/or strengthen lower-tier agents </li></ul></ul><ul><li>Morale Boosters </li></ul><ul><ul><li>Establish a Company Culture reflective of TeleTrinsic’s core values </li></ul></ul><ul><ul><li>Provide paid company functions when goals are achieved </li></ul></ul>
  15. 17. <ul><li>Training </li></ul><ul><ul><li>State of the art sales training </li></ul></ul><ul><ul><li>Training conducted by a combination of our Trainers, Senior Management, Team Leaders, and Client Trainers. </li></ul></ul><ul><ul><li>Regular Testing: Agents must pass each level of testing to move on to next module of training. If at any time an agent can not pass, they are not allowed to dial. </li></ul></ul><ul><ul><li>Role playing allows us to see if they have retained information. </li></ul></ul><ul><ul><li>Soft-launch of campaigns. </li></ul></ul><ul><ul><li>Regular, extensive monitoring of new agents to catch areas of weakness early on. </li></ul></ul>
  16. 18. <ul><li>Hourly Updates to Senior Management Team </li></ul><ul><li>Closely Monitor Cost-Per-Acquisition or other metrics as determined by client </li></ul><ul><li>Provide Real-Time Market Feedback to Client </li></ul>
  17. 19. <ul><li>Understanding client business model </li></ul><ul><li>Implement software and technical requirements </li></ul><ul><li>Determine best agents to use based on skill set level </li></ul><ul><li>Discuss Payment Terms and Growth Plan </li></ul><ul><li>Hourly pricing ranges from $11-$14.00/hour based on number of agents/number of shifts </li></ul>
  18. 20. <ul><li>Specific goals are determined by Client prior to launch of campaign. </li></ul><ul><li>We will consult with client to facilitate practical expectations and capabilities </li></ul><ul><li>Goals can consist of total sales, sales per day, per agent, sales per hour, lead conversion, lead penetration, or any combination determined by client. </li></ul>
  19. 21. <ul><li>Experts at Direct Sales – Management team has been developing B-to-B and B-to-C sales programs since the 1990’s. </li></ul><ul><li>Reduced Operational Costs – 30% to 50% immediate savings over U.S. centers. </li></ul><ul><li>Experienced Agents </li></ul><ul><li>Redundancy </li></ul><ul><li>Security – use of proximity cards, security guards, CCTV surveillance, and biometric access. </li></ul><ul><li>State-of-the-Art Technology </li></ul><ul><li>Highly recommended by current clients </li></ul><ul><li>Visit to learn more… </li></ul>
  20. 22. <ul><li>Next Steps </li></ul>