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Front office services from SuperSeva
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Front office services from SuperSeva

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  • 1. Managed Front Office Services5/21/12 www.superseva.com
  • 2. Topics   Consequences
of
an
unprofessionally
 managed
Front
Office

 
   Scenarios
 
   Why
it
is
so
important

 
   What
we
offer

 
   Our
process

 
 
5/21/12 www.superseva.com
  • 3. Chaos or Professionalism   Imagine
 phone
 lines
 ringing,
 lights
 blinking,
 co‐ workers
 asking
 questions
 and
 here
 comes
 a
 customer.........How
 does
 the
 person
 manning
 the
 front
 desk
 of
 your
 office
 or
 business
 handle
 several
 people
 simultaneously
 with
 professionalism
 and
 poise?
 
 
 




What
message
does
your
customer
receive
‐
One
of
 chaos
or
one
of
professionalism?
 
5/21/12 www.superseva.com
  • 4. Did you know that… Within
the
first
3
seconds
of
a
 new
encounter,
you
are
 evaluated…?
 
even
if
it
is
just
a
glance
 
5/21/12 www.superseva.com
  • 5. Essential Characteristics of a Front Office Professional • The ability to communicate effectively with a wide range of people • Excellent communication skills • Ability to deal effectively with telephone calls • Good keyboard skills • Ability to work with diversity • Understand the necessity for confidentiality • Understand the role of teamwork in providing quality service 5/21/12 www.superseva.com
  • 6. Why Front Office is so vital?   First point of interaction   Two most important interactive entry points ▪  The Receptionist ▪  The Front Office space   Each of these provides the opportunity to leave a positive imprint on the minds of customers   Projects the organizations image and culture5/21/12 www.superseva.com
  • 7. An unprofessional, cold reception… How many times have you….   received indifferent treatment   had to deal with an unprofessional attitude Its pretty rare, when….. You’ve actually received the type of treatment that made you feel terrific… Or, the type of treatment that made you want to continue doing business with the company5/21/12 www.superseva.com
  • 8. Consequences… •  Expected processes not met with efficiently •  Stringent deliverables often neglected •  Visitors not greeted with warmth •  Phone calls not routed properly •  Poor response to enquiries •  Visitors not directed correctly •  Wrong messages taken down •  Appointments messed up •  Unsorted mails, unsent messages •  Process owners under pressure from the organisation5/21/12 www.superseva.com
  • 9. This results in… A
 cold,
 unprofessional
 front
 office
 :
 sending
 a
 wrong
 message
 of
 the
 philosophy
 of
 the
 company
 as
 well
 as
 lowering
the
efficiency
of
the
entire
organization
 
 
 Hence…an
Unprofessional
Front
Office
5/21/12 www.superseva.com
  • 10. Traditionally, two ways of handling the function Recruit their own • Cannot be sure of seamless receptionists performance 
 • Absenteeism and resignation will be a regular issue • Career growth for the employee has to be planned and provided 
 Handling through a Negating the very principle of A Security agency warm , hearty reception being the first face of your company5/21/12 www.superseva.com
  • 11. Front Office is a non-core function   Organisations do not have the required bandwidth to monitor the function 9/5.   Lacks expertise in   Training   Grooming   Providing Career progression which most organisations fall short of.5/21/12 www.superseva.com
  • 12. Hence…   The best way to handle this would be to outsource this critical function to an expert For this, you can rely on5/21/12 www.superseva.com
  • 13. Our Front Office Executive would…   

Greet visitors   Handle phone calls   Route phone calls   Respond to enquiries   Monitor visitor access   Take messages   Book/cancel appointments   Sort mail   Make fax transmittals   Handle deliveries  … and many more tasks, with great aplomb5/21/12 www.superseva.com
  • 14. How is our Service different?   This is not manpower outsourcing, which doesn’t stand for quality of service.   We manage your Front Office Function based on SLAs.   We will be accountable for an efficient functioning of your Front office at all times.   Quality of service always ensured.5/21/12 www.superseva.com
  • 15. SuperSeva Offering   Every Receptionist Dresses in proper , professional attire Demonstrates:-   A professional personal appearance   A Positive attitude   Self confidence   Telephone courtesy   Professionalism in welcoming visitors   Thus enhances the organizations image   Understands the components of customer service and satisfaction5/21/12 www.superseva.com
  • 16. Visitor Management Greet visitors Visitors greeted with warmth Handle phone calls Phone calls taken within 3 rings Phone calls always routed to the right Route phone calls person Respond to enquiries Always correct responses to enquiries Monitor visitor access Visitors assisted with total care Take messages Always correct responses to enquiries Book/cancel appointments Visitors assisted with total care Sort mail Messages noted perfectly Make fax transmittals Appointments made with perfection Handle deliveries Mails dispatched correctly5/21/12 www.superseva.com
  • 17. Training, Handling Absenteeism and Attrition… Every Receptionist is trained and provided with exactly the same skills so that at all times, work at your front office is completed seamlessly. •  Commitment to a defined service level •  Skill based training provided by the best in the industry •  Near-zero downtime - Front office being handled almost at all times •  Attrition management •  Absenteeism: Equally efficient back-up pool of resources Don’t worry about interviewing, recruiting, training, pay rolling, motivating, retaining, rewarding, appraising : We will take care5/21/12 www.superseva.com
  • 18. We will manage… •  Near-zero downtime => Front office being handled almost at all times •  Attrition management •  Absenteeism: Equally efficient back-up pool of resources •  We take full charge of your reception and front office services •  We imbibe your values and ethos and commit our selves to providing you our very best services •  We take care of all the fine things a front office process must have After all, managing front office processes is our core competency5/21/12 www.superseva.com
  • 19. Way forward…   SuperSeva will share Service Level Agreement and escalation matrix   Signing up contract   A two-week lead time to start / transition as the case may be5/21/12 www.superseva.com
  • 20. Thank you for your time!5/21/12 www.superseva.com