B2B Contact Solution--presentation

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An overview of B2B Contact Solution's scope of work, services, and capabilities. It also describes the many advantages of outsourcing your business to our, taking into consideration: accessibility and …

An overview of B2B Contact Solution's scope of work, services, and capabilities. It also describes the many advantages of outsourcing your business to our, taking into consideration: accessibility and distance, quality of service, very low cost, diversity of services, cultural closeness, etc.

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  • B2B was founded in February 2011 to meet the growing demand for Near-shore BPO. Our founder and president, Amilcar Taveras, decided to open a new facility to continue to enhance and expand upon the service offering to his North American customers. He and the co-founder, Milton Blanco knew the city of Santiago had become a dominant force in the contact center industry. Being the General Secretary for the DCCA (Domincan Republic Contact Center Association), as well as, a founding member of the organization, Mr. Taveras has been helping in the development of the region as the dominant Near-Shore destination for North American companies. Jointly, they have over 35 years combined experience in managing and developing Contact Centers in the region and their leadership has led B2B to already gaining recognition amongst Contact Center organizations such as the ATA (American Teleservices Association) who will be featuring us in their upcoming industry Newsletter. B2B will be live as of April 1, 2011. B2B Contact Solution is perfectly situated in Los Jardines Metropolitanos, in Santiago, Dominican Republic, an area of commerce, education, and entertainment. In addition to our great location, B2B receives the Free Zone designation at it’s facility due to the country’s focus and investment in the contact center industry. Over the past 10 years, Dominican Republic has invested heavily in the Contact Center industry and now boasts a mature, competitive, and lucrative service offering. B2B can offer: Hardworking, passionate agents who understand North American language and culture A world-class telecommunications infrastructure in a key city An attractive economic proposition for premium-level service Santiago is the second largest city in the Dominican Republic. It is a valley surrounded by mountains, in the north-central part of the island. The region’s focus on education and international commerce has led to a strong push toward multilingual studies. The education system requires English studies at all levels, yielding a vast pool of highly qualified agents. Additionally, B2B is situated between two of the countries major universities: Pontificia Universidad Catolica Madre y Maestra (UCaMayMa), Universidad Tecnologica de Santiago (UTESA). Many Haitians study at these universities and are a strong pool of French and Creole speaking agents.
  • Significant economic advances, privatization, state-of-the art infrastructures, easy access and logistics, and a focus in the contact center industry has led many North American companies to look towards Dominican Republic for their BPO (Business Process Outsourcing) needs. Dominican Republic was also selected as the location for the NAP of the Caribbean, making it a major hub for all technical resources.
  • Our senior management team has extensive experience in the contact center industry and in the region. From call center design and development, to contact center management, our team is focused on ensuring our customers will have the tools available to ensure our team is an extension of theirs. We ourselves use the BPO model because we believe that allowing experts to manage their areas of expertise makes our business model more successful and profitable, allowing us to give more competitive pricing to our customers. Hence we outsource accounting and legal services to industry leaders like KPMG to handle our accounting and financials. As an owner-operated company, we are able to leverage the talent of these agents to a degree the competition can’t match.  By maintaining a lean management structure, we direct a substantial portion of our investment where it will have the greatest impact on our programs—to our people
  • Customer Relationship Management utilizes people, processes, and technology to integrate every area of business that touches the customer; namely, marketing, sales, customer service and technical support. Customer Service: Every customer experience must resolve the customer’s problems and confirm or reaffirm confidence in your brand. To achieve this, B2B‘s agents receive extensive training on defusing angry customers, problem-solving and other critical service skill sets. This training is given to all of our agents, in addition to client specific training, to make every customer touch point count. Our agents are also capable of providing support to your customers whether it is over the phone, via email or chat. Outbound Campaigns: Sales Prospecting: A sale is made on every customer call. Either the customer buys in that moment or they are sold on how great your company is. Our multi-lingual agents are results driven by nature, trained to be consultative in their approach and constantly evaluated based upon achieving your business objectives. The foundation for customer loyalty starts with stimulating the right kind of interaction during the sales process. Companies that go about the outbound call center process in an informed, deliberate fashion are ahead of the curve. At B2B, we work with leading companies in all sectors, at all levels, and in all areas; be it with those involved in the decision making process, sales, or planning and implementation. Whether you intend to utilize your outbound call center resource for sales campaigns, to answer calls, set appointments, receptionist services, hotline inquires, help-desk issues, or any other live-voice customer care position we can get you on the right track. Our tailored Outbound Call Center Management Solutions provide key services that can enhance any organization�s success. Our live operators are highly trained and experienced in the Customer Service realm. They act as an extensi�n of a Company and have aproven track record to improve that business� bottom-line. What can you can expect from B2B's Outbound Call Center Service programs? •      delivery of high quality, cost-effective services •      increase in clients' ability to adapt •      risk free through the use of tried and tested tools and methods •      acceleration of time-to-market •      enabling of business continuity •      assurance of continuous service
  • Outbound Campaigns: Sales Prospecting: A sale is made on every customer call. Either the customer buys in that moment or they are sold on how great your company is. Our multi-lingual agents are results driven by nature, trained to be consultative in their approach and constantly evaluated based upon achieving your business objectives. The foundation for customer loyalty starts with stimulating the right kind of interaction during the sales process. Companies that go about the outbound call center process in an informed, deliberate fashion are ahead of the curve. At B2B, we work with leading companies in all sectors, at all levels, and in all areas; be it with those involved in the decision making process, sales, or planning and implementation. Whether you intend to utilize your outbound call center resource for sales campaigns, to answer calls, set appointments, receptionist services, hotline inquires, help-desk issues, or any other live-voice customer care position we can get you on the right track. Our tailored Outbound Call Center Management Solutions provide key services that can enhance any organization�s success. Our live operators are highly trained and experienced in the Customer Service realm. They act as an extensi�n of a Company and have a proven track record to improve that business� bottom-line. What can you can expect from B2B's Outbound Call Center Service programs? •      delivery of high quality, cost-effective services •      increase in clients' ability to adapt •      risk free through the use of tried and tested tools and methods •      acceleration of time-to-market •      enabling of business continuity •      assurance of continuous service
  • Self-service Allow callers to get answers to standard inquiries simply and easily, and in seconds, without the need for an agent Reach the right agent Automatically capture relevant information from your callers and direct them to the appropriate agent to handle their call 24/7 customer service Enable your customers to get the information they need, when they need it. Your Voicent IVR application is working even when you�re not, and provide the call transfer option so it can transfer calls to your cell phone if you so desire. Automated Outbound IVR Fully integrated with Voicent BroadcastByPhone Autodialer. Fully automated interactive outbound call applications to generate sales leads and keep in touch with your customers.
  • Today's competitive marketplace requires every organization to listen to the voice of its customers. A customer service survey can provide management with valuable input on both short-term and long-term decision-making. It can offer critical operational and strategic advantages over the competition.
  • As its role and importance is being re-defined around user needs, the Technical Support is being seen as an integral part of the service function. It brings multiple resources together to solve issues to the customer's satisfaction and is evolving into the integrated service desk. From Cost Center to Profit Generators From cost centers to profit generators Marking the change from cost centers into profit generators and guardians of customer loyalty, these highly evolved contact centers have moved out of the background of the customer support function and into the limelight as valuable aids to a company's marketing wing. They are employing a host of new technologies to support pre-sales and post-sales service.       Troubleshooting calls •      Software problems •      Internet service problems •      Computer hardware problems •      Up-sell/cross-sell purchases •      Corporate helpdesk support •      Warranty or post-warranty support

Transcript

  • 1. Welcome to B2B Contact Solution
  • 2.
    • B2B Contact Solution: Vision, Mission
    • Why B2B Contact Solution?
    • The Region
    • Our people
    • Services
    • Technical Capabilities
    • Security
    • Hiring
    • Traning and Quality Assurance
    • Next Steps
    Agenda
  • 3. Mission: Lead the Nearshore and Offshore Contact Center Industry in quality, service, performance, and customer satisfaction.
  • 4. Vision:
    • B2B Contact Solution ’s Vision is tri-fold:
    • Commitment to enhancing the customer experience for local and international consumers, whilst increasing customer/ partner profitability and efficiency.
    • Bridging the gap between corporations and qualified human resources enabling world commerce at competitive rates.
    • Providing the necessary development opportunities for our employees to enhance their quality of life and that of the community around us.
  • 5. Why B2B?
    • Experienced Management Team
      • Founding member of Dominican Republic Contact Center Association. Holding the General Secretary position
      • Over 35 years combined experience managing Call Centers
      • Industry leaders
    • State-of-the-art facility with capacity for up to 2,000 agents
    • Regional Focus in Contact Center Industry
      • Hardworking, passionate agents who really understand U.S. language and culture
      • A world-class telecommunications infrastructure in a key city
        • Santiago is the 2 nd largest city in DR with experienced multilingual workforce
        • Situated between the two largest universities in the region (UTESA, PUCMyM)
        • FREE ZONE Designation
      • An attractive economic proposition for premium-level service
        • Operational Costs and CSR rotation are lowest in the region
  • 6. The Region
    • North American Corporations are expanding their corporate reach and value through Dominican Republic’s:
      • Significant economic advances
      • Privatization
      • State of the art infrastructures
      • Focus on Contact Center Industry
      • NAP del Caribe
    • Over 1 million people live in the Santiago area.
    • English is part of Education System
    • Santiago is centrally located, surrounded by mountains
  • 7. The Region Dominican Republic’s competitive advantages entice south Florida investors. 29 May 2009, DiarioLibre.com “ The call center sector in the Dominican Republic is growing and has proven to be the most dynamic despite the global crisis,” confirmed Martinez ( Secretary of state, executive director of the Dominican Republic's Export and Investment Center) . Today, the Caribbean nation offers approximately 22,000 direct jobs, making this the fastest growing sector in the nation” Dominican Republic Offers Promise for Call Center Industry TMCNet.com, April 28, 2008 The country is effectively tapping into its returning immigrant population to become the Caribbean’s leader in the call center industry. And, while some agents may still speak with the hint of an accent, the reality is that many of these agents speak with flawless English and many without an accent at all, making it an attractive location for U.S. investors.
  • 8. Our People Amilcar Taveras, President: Has over 16 years of high-end call center experience and designed two of the region's most advanced Call Center IT infrastructures in Puerto Rico. He has a BS in Computer Science from PUCMM in DR. In addition, Mr. Taveras has earned several certifications based in Call Center infrastructure design and implementation from Genesys University, Avaya University and Edify University. Milton Blanco, Vice President: With more than 18 years working with call centers and great experience in application design and development. He has a BS in Computer Science from UAA in Mayaguez, PR and a MBA in Business Administration and Information Technology from Phoenix University in Arizona. Also, he has other certifications in the Call Center field. Mr. Blanco brings with him the knowledge and expertise to head our technical and design teams to ensure B2B Contact Solution provides our customers with the best suited Contact Center solution.
  • 9. Services Customer Service (Inbound Campaigns) Outbound Campaigns Collection Services IVR Service Technical Support Surveys
  • 10. Customer Service
    • Every customer experience must resolve the customer’s problems and confirm or reaffirm confidence in your brand. A business’ success is based on three key elements:
    • Customer Acquisition
    • Customer Care
    • Customer Growth
    • B2B meets your customer goals through extensive training of its agents in:
    • defusing angry customers
    • problem-solving
    • critical service skill
    • client specific training
    • providing support to your customers via phone, email or chat.
  • 11. Outbound Campaigns A sale is made on every customer call. Either the customer buys in that moment or they are sold on how great your company is. Our multi-lingual agents are results driven by nature, trained to be consultative in their approach and constantly evaluated based upon achieving your business objectives. The foundation for customer loyalty starts with stimulating the right kind of interaction during the sales process.
    • Companies can utilize their outbound call center resource for:
    • sales campaigns
    • to answer calls
    • set appointments
    • receptionist services
    • hotline inquires
    • help-desk issues
    • or any other live-voice customer care position
    • B2B agents act as an extension of your company to improve your bottom line by:
    • delivery of high quality, cost-effective services
    • increase in clients' ability to adapt
    • use of tried and tested tools and methods
    • acceleration of time-to-market
    • enabling of business continuity
    • assurance of continuous service
  • 12. Interactive Voice Response B2B's IVR Solution delivers high quality caller experience by simplifying business integration and increasing flexibility.
    • B2B’s IVR delivers:
    • Professional and interactive communications
    • Faster issue resolution
    • Open Standard platform
      • Customers can integrate with existing website and custom development
      • Independent developers can extend to B2B’s IVR for customized features
    • Inbound and Outbound IVR allows:
    • Self-service
    • Reach the right agent
    • 24/7 customer service
    • Automated Outbound IVR
      • Fully integrated with Voice Broadcast-By-Phone Auto-dialer. Fully automated interactive outbound call applications to generate sales leads and keep in touch with your customers.
  • 13. Surveys Assess how customers think, feel, and behave so you can take the appropriate action!
    • B2B offers:
    • Customer Satisfaction Surveys :
    • A customer satisfaction survey accesses the desires, needs and wants of customers.
    • Customer Service Surveys:
    • Analyze the work performance of your employees and improve the service provided to your customers with a customer service survey.
    • Customer Loss Review Surveys:
    • Uncover why customers stop doing business with your organization and what you can do to prevent additional losses with a Customer Loss Review Survey.
  • 14. Technical Support Change your cost center into a Profit Center. At B2B technical support outsourcing is evolving from simple call handling to business process reengineering. The IT Help Desk has expanded to the integrated Service Desk and B2B has led this proven its initiative with its customers.
    • The Technical Support Service has a strategic value in:
    • Increasing customer satisfaction and retention
    • Increasing revenues through cross-sell & up-sell of services
    • Increasing employee satisfaction through the internal help desk function
    • Reducing costs
    • Troubleshooting calls:
    • Software problems
    • Internet service problems
    • Computer hardware problems
    • Up-sell/cross-sell purchases
    • Corporate helpdesk support
    • Warranty or post-warranty support
  • 15. Established companies in DR Tuesday, May 5, 2009 ACS adds 150 jobs in Dominican Republic Dallas Business Journal Recession boosts outsourcing companies like APAC by Christen Carter March 01, 2011 … APAC already has locations in the Philippines and the Dominican Republic… October 23, 2007 Dominican Republic To Create More Call Center Jobs By  Tracey E. Schemetic , Editorial Director,  Customer Interaction Solutions  magazine Stream Opens Third Contact Center in Dominican Republic Tuesday, 9 October 2007, 09:00 CDT RICHARDSON, Texas, Oct. 9 /PRNewswire/ -- 
  • 16. Technical Capabilities
    • Dual OpenSource Soft Switch:
      • Call Recording (over 90%)
      • Call Flow and Agent Statistics
    • IVR
    • Nex Interactive Dialer
    • Microsoft System Infrastructure
    • Cisco Technologies
    • HP Infrastructure
    • Symantec Security Suite
    • Redundancy (Two Fiber Optics to our Building, and other connections through internet by Microwave)
    • Certified Engineers
    • MSCE / CCNA / CCDA
    • Coming certifications: COPC, PCI+
  • 17. Security
    • Monitoring, Reporting and Alerts on:
      • Network Devices
      • Windows and Linux Servers
      • Database Servers
      • Application Servers
      • Wire-lines and Wireless Networks
    • Safeguarding sensitive information from unauthorized use
    • Protection of information no matter where it goes
    • Creation of audit trail of right-protected information
    • Centrally defined and managed usage policies that are digitally enforced
    • Regularly Monitor and Test Networks
  • 18.
    • Periodic risk assessments of information and information systems that support the operations and assets of the organization
    • Risk-based policies and procedures designed to reduce information security risks to an acceptable level
    • Layered access to physical location and data
    • Firewall and Internet Access Control
    • Confidential data classification
    • Alarm system
    • 24/7 closed-circuit video monitoring and recording
    • Digital recording of 99.99% calls
    • Armed guards 24/7
    Security
  • 19. Hiring and Training
    • Direct contact with 4 universities in the region and more than 20 English and French institutes.
    • Reading, Conversational and Office Applications assessment.
    • Human Relation performance evaluation.
    • Background check.
    • Contact Center Institute.
    • Train the trainer program.
    • On going one-on-one training with our agents.
    • Communication skills training to all reps.
    • Specific training for every project focused on client’s demands (Product and System Knowledge)
    • Reinforcement training for supervisors and reps focused on most common mistakes.
  • 20. Quality Assurance
    • Monitoring side by side.
    • Digital recording of calls.
    • Listening to calls or quality time.
    • All sale/deal calls are listened to.
    • Supervisor to CSR ratio 20:1
    • Q/A to CSR ratio 24:1
  • 21. Facilities
    • Three floor building
    • Facility with over 23,000 sq. feet
    • Main power generator: 105 KVA
    • 2 UPS’s with 35 KVA total
    • Main fiber from CODETEL 30 Mb
    • Second fiber from TRICOM 15 Mb
    • Microwave Internet Connection with 10 Mb
    • State-of-the-art Data Center
    • 3,000 seats available today
    • Training Room for 350 agents
    • Cafeteria Room
    • Rest area
    • Central location
  • 22. Re-defining the Contact Center Business! CONTACT PERSON Miguel A. Baret International Business Rep. ― California Branch ― Office: (408) 834-4103 Mobile: (209) 564-6753 Fax: (314) 271-4769 e-Mail: mbaret@b2b.com.do