Learn more about Golden Gate BPO Solutions and our Montego Bay, Jamaica operating partner, NICE Global.

1. Prepared for
Golden Gate BPO Solutions
Montego Bay, Jamaica / NICE Global
Business Overview

2. WHAT WE DO
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• Global multichannel outsourced contact
center solutions
• Delivery though our certified operating
partners / consortium
• Client services and operational oversight
Outsourced Contact
Center Provider

3. World Class Outsourced Customer Management
and BPO Solutions
• High level of quality through customization and adaptation of
each client’s culture
• Increased speed to market, implementation and launch
through entrepreneurial culture and management
commitment
• Achievement of operating efficiencies through a balance of
commitment to best practices and customization of these
practices to maximize the results of each program scope
• Competitively priced solutions that yield a lower cost of
outsourcing to our clients
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WHAT WE STRIVE TO ACCOMPLISH FOR OUR CLIENTS

4. A Snapshot of our
Montego Bay Partner
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• Founded in June 2014
• Partnered with Golden Gate BPO in
January 2016
• 325 workstations with capacity to scale
• English language
• Multichannel service capabilities
• Specializing in complex technical support
• Located in Cazoumar Free Zone
• Operating 24 / 7
ABOUT NICE GLOBAL

5. Core Capabilities of
our Montego Bay
Partner
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• Premium technical support for hardware/software, IT
help desk, remote and take-control services
• Delivers high-quality contact center solutions with a
unique specialization and expertise in handling
complex technical support
• Both PC and MAC related issues
• Have the knowledge, understanding and skill set to
provide world-class technical support across a broad
range of consumer electronics
• Including hardware, software and network issues
• Operational efficiencies and FCR are enhanced by
workforce and proprietary technical tools and
solutions
ABOUT NICE GLOBAL

6. Benefits and
Differentiators of our
Montego Bay Partner
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• Achieves First Call Resolution (FCR) that is
unmatched by traditional outsourced providers
(90%)
• Relentless dedication to increasing CSAT and NPS
• US ownership and management team has over 15
years of experience selling and servicing IT
security, PC optimization and PC utilization
software
• Selectively recruits talented, ambitious people and
provides them with rigorous and comprehensive
training to meet the high standards required by
NICE and its clients
• English speaking workforce with close proximity to
the US
ABOUT NICE GLOBAL

7. • Educated, diverse and loyal English speaking workforce with strong
understanding of American culture
• Close Proximity to the US – daily nonstop flights (90 minutes from Miami,
4 hours from NYC)
• Eastern Time Zone
• Strong government support, including tax, investment and training
incentives, and state-of-the-art technology parks
• Reliable, scalable and high quality technology infrastructure fully-
redundant to US and Europe
• Most advanced telecommunications structure in the Caribbean
• Favorable workforce demographics, employee loyalty and low attrition
• Population of ≈ 3M and labor force ≈ 1.3M
• Forbes ranked Jamaica as best country in Caribbean and 3rd best in
LACAR to do business
• Has the 3rd largest English-speaking population in the Americas, behind
only the US and Canada
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ABOUT MONTEGO BAY, JAMAICA

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HUMAN RESOURCES BEST PRACTICES
• Targeted Sourcing
• Well defined profiles
• Thorough Client-Centric Process
• Employee and School Referrals / Job Fairs
• Strategic Alliances with Academic Institutions
• Strong Inter-Departmental Involvement Between HR
and OPS
• Psychometric / Abilities Testing
• Criminal Background Checks
Recruitment and Hiring
• Comfortable and Positive Contact Center
Environment
• Competitive Salary and Benefits
• Life and Medical Insurance
• Building and Strengthening Work Relationships
through Team Building Activities
• Performance-Based Incentives / Bonuses
• Personal and Professional Development
• Goal setting / tracking
• Transportation Services
• Employee Recognition Programs
Employee Retention

9. TRAINING BEST PRACTICES
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Training Workshops / Continuing Education
Soft Skills Training Coaching to Quality
Products and Skills
Refresher / Enhancer
Management
Development
Performance and
Project Management
Career Skills
Skills Enhancement
PC Windows Office Other Technologies
Experienced Trainers
Train-The-Trainer Approach
Compliance Training
Client-Specific PCI-DSS TCPA
Customized Client, Program Specific and CSAT Skills Training
First Call Resolution
Comprehensive Orientation and Soft Skills Training

10. QUALITY ASSURANCE BEST PRACTICES
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Tested and Proven Quality Assurance Monitoring Procedures
Random QA Audits Regularly Scheduled QA Audits Immediate Coaching / Feedback
Effective Tracking of Results for
Continued Improvement
Establishing Most Effective Quality Monitoring Solution
Calibration Sessions with Clients
Crucial to Success Not Viewed as a Chore
Appropriate Spans of Control
Operations Management Supervisors QA Auditors Trainers

11. OPERATIONS BEST PRACICES
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• Specific teams and divisions
• Promotes core learning systems
• Cohesive dedicated environments
• Custom client management
• Customized operations manual/process
• Developed for each program / client
• Agent scorecards updated regularly
• Daily / weekly / monthly
• Drives behavior designed to provide top quality
performance
• Immediate feedback and coaching sessions
• 90-day audit cycle for process and documentation
• Certification and process standards
• Planned communication strategy to maintain
alignment
Dedicated Client Strategy:
from the Executive Leadership team
to the Agents’
Dedication to Operational Excellence
and Performance Improvement

12. TECHNOLOGY BEST PRACTICES
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• Top Grade ACD / Switching Systems
• IP Agents
• Soft phones
• Custom Reporting and Data Analytics
• Robust PBX / Dialers
• Best in Class IVR
• Best in Class Call Recording System
• E-Mail / Chat / Social Media Capabilities
• Network Security
• Anti-virus
• Robust firewall
• Prefer PCI-DSS certification
• Defined Disaster Recovery Methodology
• Critical equipment PBS
• Back-up generator
• Telecom redundancies
• Risk mitigation plans defined by client / program

13. (888) 510-8368
www.goldengatebpo.com
Outsourcing Redefined