Contact center basics and business strategies

1. Transforming the
Customer Care Landscape
with award-winning Nearshore Solutions
Copyright 2015 SPi Global. All rights reserved.
How SPi Global Nicaragua
can transform your business
No matter what industry you are in, delivering the best
customer experience has become a key differentiator in
attracting new business and in retaining customer loyalty.
SPi Global’s facility in Nicaragua, our first in Latin America,
offers distinct advantages with its skilled bilingual
workforce, competitive costs, and cultural affinity with
the US market.
And just like its US and Asia-Pacific counterparts,
clients can only expect the same top-notch performance,
superior results, and 360º service delivery that SPi Global
is known for.
Managua, Nicaragua makes
Top 100 Outsourcing Destination
http://www.tholons.com/nl_pdf/Tholons_Whitepaper_December_2014.pdf

2. Our Core Services
InSPiring clients to focus on their business while we take care of
their customer engagement needs
SPi Global is the BPO partner of choice for those who expect exemplary service, professionalism, 24/7
support, and reliable information every time. SPi Global’s customer solutions cover each stage of the
customer engagement lifecycle – customer selection, acquisition, retention, and expansion. Our services
satisfy not only the needs of the most discerning clients, but they also exceed expectations:
• Inbound and Outbound Solutions –
A comprehensive suite of voice, online chat,
social media, and SMS services that optimizes
transactional deliveries to your customers 24/7.
• Account Management – 360º end-to-end
services that include pre-sale, post-service,
data capture, social media response, survey
research and warranty services, and concierge/
reservation services.
• Complaint and Issues Resolution – Live and
online engagement services that logs case data,
resolve customer complaints and issues, and
engages post-engagement activities to prevent
repeat occurrences.
• Enhancement Services – Cross and up-sell
services that boost customer retention and
extend the lifecycle of any client portfolio.
• Customer Acquisitions and Retention –
Consultative Lean Six Sigma practices that
place the proper mechanisms of generating
sales leads, servicing business opportunities,
and engaging collection activities that
inclusively cut the cost of account acquisition.
Copyright 2015 SPi Global. All rights reserved.
Customer Care
• Loyalty and Retention Surveys – Designed
to measure customer perception, speed/
convenience of service, and satisfaction
towards your continued efforts to build and
grow your brand.
• Product Inquiries,Test and Learn, and
Promotions Testing – Gaining insights to
fast-track solutions, new ideas, broadcast,
and connect through a suite of enhancement
servicing channels.
• Lead Generation – Solutions to seek, validate,
score and prioritize key buyers, and launch daily,
weekly, monthly, and seasonal acquisition and
retention activities for key promotions, services,
and brand entries.
Market Survey and Research
Sales and Technical Support
• Order Management – Product information
support, inventory availability, purchasing
and receiving, and“capture – validation – fraud
check – payment authorization – sourcing –
backorder”services that place the interest of
the customer first.
• Tier 1-4 Transactional Services – 24/7 day
helpdesk, third party/software trouble shooting,
service dispatch, Citrix Support, and remote
desktop support that ranges from the most
common (tier 1) to the most complex (tier 4)
transactions

3. Industries we serve
Travel and
Tourism
Energy and
Utilities
Media and
Entertainment
Information
Technology
Healthcare
Retail and
Membership Services
Financial
Services
C L S S
SPi Global
Our Strategic Services
SPiQ is the company’s strategic quality platform
characterized by a distinctive system for
business intelligence, quality improvement, and
breakthrough innovation to drive the business.
SPiQ highlights“Intelligence, Improvement,
Innovation”, which represent the three prongs
for quality that will benefit clients the most.
• Intelligence – Allows Quality processes to
deliver the utmost level of Business Intelligence
that drives your business performance.
• Improvement – We guide you on your journey
towards Improvement via the Lean Six Sigma
methodology using the Define-Measure-
Analyze-Improve-Control (DMAIC) model.
• Innovation – We create and design new
processes via the Lean Six Sigma methodology
using the Design for Six Sigma (DFSS) model.
A natural evolution into Quality maturity is the
capability to innovate.
Quality and Process
Management
Customized Training Solutions
SPi CLASS refers to SPi Global’s Customized
Learning and Sustainable Solutions. It is an end-
to-end learning solution that seeks to transform
an organization to meet employee, customer, and
business objectives. We are focused on:
• Building seamless partnerships with clients to
develop training modules and programs
• Designing measures and standards to evaluate
performance during classroom training and
post implementation
• Seeing the results that transform an
organization.We never stop until clients learn
how to sustain results indefinitely.
With customer exchanges increasingly happening
online, SPi Global launched SPi Engage, a cloud-
based platform that optimizes customer
response management and tracking across
multiple channels.
SPi Engage allows companies to listen, measure,
and engage in relevant conversations across all
online platforms — blogs, social networks, and
public and private web communities such as
Facebook, LinkedIn, and Twitter. Use of our tools
have resulted to:
• Higher Sales Conversion
• Lower AHT
• Improved NPS Scores
Social Media Response
Management

4. Transform your business with a proven and
experienced BPO partner in Latin America
Sean M. Alston
Director of Marketing, CRM
T (267) 923 8394
M (215) 859 7127
E sean.alston@spi-global.com
www.spi-global.com/crm
Latin America has emerged as a major force in the global outsourcing industry
with its proven track record in providing voice and non-voice solutions for some of
today’s Fortune 1000 companies. Managua, the vibrant capital city of Nicaragua,
has been particularly cited for its relatively young, and skilled bilingual workforce.
With over 50 universities and more than 110 technical institutions – nearly 80%
of its population is under 40 years old, which translates to one of the industry’s
fastest learning curves.
For its first facility in Latin America, SPi Global has chosen Nicaragua to
complement its growing US and Asia-Pacific presence. Here are more reasons why
SPi Global clients are considering a nearshore solution in Nicaragua:
“From our strategic
engagements to our tactical
and daily interactions with the
Operation’s team,SPi Global has
been voted as our Retail BPO
Company of theYear”.
Customer Care Executive from
Leading eRetailer
“SPi Global has an extremely
responsive team that
communicates effectively
and frequently”.
Media Entertainment Executive at
Leading TV Satellite Provider
“I am pleased with SPi Global
and their management team.
We have maintained a good
partnership for 3+ years,and their
performance management is
exceptional with the installation
of their OPS governance model
that is focused on improving
campaign set-up and agent
skill routing”.
General Manager of Vendor Management
at Global Bank
Why Nearshore – Perception Meets Reality
LANGUAGE PROFICIENCY
• Deep pool of
bilingual talent
• Accent neutralization
(Spanish and English)
• Cultural flexibility
VALUE
• APAC-Philippine pricing
• Generous tax incentives
• Industry low attrition
STRATEGIC LOCATION
• Close proximity to the
United States
• US time zone (Central)
• Young workforce with
high IT and customer
service aptitude
MODERN TELCO
INFRASTRUCTURE
• Fully privatized
• 2,000+ miles of
fiber optics
• Cutting-edge and
reliable connectivity
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