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Prepared for
Golden Gate BPO Solutions
India / KGiSL
Business Overview
WHAT WE DO
2Copyright 2017 - Golden Gate BPO Solutions
• Global multichannel outsourced contact
center solutions
• Delivery though our certified operating
partners / consortium
• Client services and operational oversight
Outsourced Contact
Center Provider
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
Copyright 2017 - Golden Gate BPO Solutions 3
WHAT WE STRIVE TO ACCOMPLISH FOR OUR CLIENTS
A Snapshot of our
India Partner
4Copyright 2017 - Golden Gate BPO Solutions
ABOUT KGiSL
• Founded in 1994
• Partnered with Golden Gate BPO in
December 2016
• 1,500 workstations with capacity to scale
• English language
• Multichannel service capabilities
• Specializing in business support services
• Headquartered in Coimbatore, India
• Operating 24 / 7
Core Capabilities of
our India Partner
5Copyright 2017 - Golden Gate BPO Solutions
ABOUT KGiSL
• Global Software Services (GSS)
• Develops and supports software requirements for
insurance, banking, financial institutions, capital
markets and service-based industries
• Business Support Services (BSS)
• Provides complete and comprehensive business
support services including contact center services, HR
services, back-office and KPO solutions
• A strong foundation in offering a variety of contact
center solutions
• Sales support, customer service, technical support, help
desk support and administrative support
Copyright 2017 - Golden Gate BPO Solutions 6
ABOUT KGiSL – CORE CAPABILITIES
KGiSL is a part of KG Group of Companies, a premier
industrial group in South India, with 80+ years of multi-
vertical focus.
Part of USD $750 million KG Group
Global Service Provider - business sectors include IT consulting, business support
services, engineering, energy, healthcare, finance, education and realty infrastructure
Over 20 years in operations
2000+ employees
250+ clients
ISO 9001:2008, PCI Compliant, SEI-CMM Level 4
Business Support
Services (BSS)
Multichannel
Contact Center
Services
HR and
Professional
Services
Back-Office
Support
Financial and
Accounting
Services
Quality and
Auditing Services
Global Software
Services (GSS)
Information
Security Services
Remote
Infrastructure
Management
Custom
Application
Development and
Maintenance
Database
Administration
Services
Benefits and
Differentiators of our
India Partner
7Copyright 2017 - Golden Gate BPO Solutions
ABOUT KGiSL
• Offers tailored solutions to suit any requirements and
consistently improves customer experience across all
customer touch points
• Leverages feature-rich customized solutions, state-of-the-art
technology, unified desktops, innovative tools and highly
trained contact center representatives to produce high-quality
customer experience while also lowering overall cost of
operations
• Operates efforts under a perfect combination of world-class
infrastructure and streamlined processes
• The contact center service is designed to maximize the value
of every customer interaction
• Work as an extension of the client by incorporating organizational
culture, brand values, training, quality standards and technical skills
Copyright 2017 - Golden Gate BPO Solutions 8
ABOUT INDIA
• Largest single offshore delivery point in the world
• Estimated to have the fourth largest number of Internet users in
the world
• The first country to provide offshore contact center services to US-
based companies, including the Philippines and Mexico
• English is the predominant language for business, advanced
education and public administration
• There are over 125 million English speakers
• The common law system and business environment is very similar
to that of the US
• More favorable and easy air flight connections from the US than
most other offshore locations in the APAC region
Copyright 2017 - Golden Gate BPO Solutions 9
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
TRAINING BEST PRACTICES
Copyright 2017 - Golden Gate BPO Solutions
10
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
QUALITY ASSURANCE BEST PRACTICES
Copyright 2017 - Golden Gate BPO Solutions
11
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
OPERATIONS BEST PRACICES
Copyright 2017 - Golden Gate BPO Solutions
12
• 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
TECHNOLOGY BEST PRACTICES
Copyright 2017 - Golden Gate BPO Solutions
13
• 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
(888) 510-8368
www.goldengatebpo.com
Outsourcing Redefined

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GGBPO Partner Overview - KGiSL

  • 1. Prepared for Golden Gate BPO Solutions India / KGiSL Business Overview
  • 2. WHAT WE DO 2Copyright 2017 - Golden Gate BPO Solutions • 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 Copyright 2017 - Golden Gate BPO Solutions 3 WHAT WE STRIVE TO ACCOMPLISH FOR OUR CLIENTS
  • 4. A Snapshot of our India Partner 4Copyright 2017 - Golden Gate BPO Solutions ABOUT KGiSL • Founded in 1994 • Partnered with Golden Gate BPO in December 2016 • 1,500 workstations with capacity to scale • English language • Multichannel service capabilities • Specializing in business support services • Headquartered in Coimbatore, India • Operating 24 / 7
  • 5. Core Capabilities of our India Partner 5Copyright 2017 - Golden Gate BPO Solutions ABOUT KGiSL • Global Software Services (GSS) • Develops and supports software requirements for insurance, banking, financial institutions, capital markets and service-based industries • Business Support Services (BSS) • Provides complete and comprehensive business support services including contact center services, HR services, back-office and KPO solutions • A strong foundation in offering a variety of contact center solutions • Sales support, customer service, technical support, help desk support and administrative support
  • 6. Copyright 2017 - Golden Gate BPO Solutions 6 ABOUT KGiSL – CORE CAPABILITIES KGiSL is a part of KG Group of Companies, a premier industrial group in South India, with 80+ years of multi- vertical focus. Part of USD $750 million KG Group Global Service Provider - business sectors include IT consulting, business support services, engineering, energy, healthcare, finance, education and realty infrastructure Over 20 years in operations 2000+ employees 250+ clients ISO 9001:2008, PCI Compliant, SEI-CMM Level 4 Business Support Services (BSS) Multichannel Contact Center Services HR and Professional Services Back-Office Support Financial and Accounting Services Quality and Auditing Services Global Software Services (GSS) Information Security Services Remote Infrastructure Management Custom Application Development and Maintenance Database Administration Services
  • 7. Benefits and Differentiators of our India Partner 7Copyright 2017 - Golden Gate BPO Solutions ABOUT KGiSL • Offers tailored solutions to suit any requirements and consistently improves customer experience across all customer touch points • Leverages feature-rich customized solutions, state-of-the-art technology, unified desktops, innovative tools and highly trained contact center representatives to produce high-quality customer experience while also lowering overall cost of operations • Operates efforts under a perfect combination of world-class infrastructure and streamlined processes • The contact center service is designed to maximize the value of every customer interaction • Work as an extension of the client by incorporating organizational culture, brand values, training, quality standards and technical skills
  • 8. Copyright 2017 - Golden Gate BPO Solutions 8 ABOUT INDIA • Largest single offshore delivery point in the world • Estimated to have the fourth largest number of Internet users in the world • The first country to provide offshore contact center services to US- based companies, including the Philippines and Mexico • English is the predominant language for business, advanced education and public administration • There are over 125 million English speakers • The common law system and business environment is very similar to that of the US • More favorable and easy air flight connections from the US than most other offshore locations in the APAC region
  • 9. Copyright 2017 - Golden Gate BPO Solutions 9 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
  • 10. TRAINING BEST PRACTICES Copyright 2017 - Golden Gate BPO Solutions 10 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
  • 11. QUALITY ASSURANCE BEST PRACTICES Copyright 2017 - Golden Gate BPO Solutions 11 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
  • 12. OPERATIONS BEST PRACICES Copyright 2017 - Golden Gate BPO Solutions 12 • 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
  • 13. TECHNOLOGY BEST PRACTICES Copyright 2017 - Golden Gate BPO Solutions 13 • 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