2. 2
About The Company
Formicidae Call Center was established in May
2015.
Currently have hundreds of agents working and
thousands in the pool ready to work.
Scalable to thousands of seats
Highly Experienced Management in Business
Process Outsourcing (BPO) Industry
Located in Makati, Ortigas and Marikina, Metro
Manila, Philippines
Remote Disaster Recovery sites: Cebu and Bataan
3. The People
3
All Employees are Top Quality, Highly Trained Call
Agents
All Call Agents work on-site
We maintain high retention. Very low turn-over.
Our team is like family and receive full benefits:
Philhealth. SSS. Leave Credits, 13th Month Bonus
Additional benefits include:
Health Insurance Cards
Unlimited sick leaves
Employee meals and snacks
Access to employee lounge with freshly cooked foods
4. IT Infrastructure & Tel
4
Inbound/Outbound or blended calling
Predictive /Progressive Dialer
Full call recording
Web-based administration
Skill based call routing
Real-time monitoring
Transfer to closer for sales calls
Listen-in and Barge-in
5. IT Infrastructure & Tel
5
Custom music on hold per campaign
Automatic Call Distribution (ACD) system for
inbound
Customizable call disposition per campaign
Unified dial-plan across multiple offices
6. Why US?
6
Hiring only English-Fluent / College Graduates with
a minimum 3 years call center experience
Unified Call Center System (UCCS) using
proprietary system
Remote Disaster Recovery Sites located outside
Manila
Redundancies (Internet and Power)
7. Inbound Campaign Pricing
7
Level 1 - $8.50-10.50 per hour/agent
Simple Inbound Customer Support
receive/process new applications, account inquiry, activation, cancellation.
Appointment settings.
No Sales Goal
Hotels, Credit Card Companies, Medical Offices, or any Membership
applications,
Level 2 - $9.50-11.50 per hour/agent
Mid-complex Inbound Customer Support
billing reversals, balance transfers, technical support for household items
No Sales Goals
Credits Card Companies, Insurance companies, Home Depot, Lowes etc.
Level 3 - $10.50-13.50 per hour/agent
Process disputes and account consolidation, technical support for big players
such as Dell, Cisco, IBM etc.
Inbound Customer Service with predefined sales (upsell/cross sell) as secondary
objective
8. Outbound Campaign Pricing
8
$9.00-13 per hour/agent
For Captured Market such as renewal of subscription of
magazines
Clients provide leads
No Cold Calling
No additional charges for international minutes
9. Pricing Includes:
9
Manpower
Supervisors/Account Managers
Team Leaders
IT Support
Telephony/Automatic Call Distribution (ACD)
system
Unified Contact Center System
Redundant Internet Access and Power Source
Secured Physical and Network Environment
Training thru WebEx
FREE Pilot Testing (2 – 5 days)
10. Billing & Payment Structure
10
One month deposit
Pre-paid weekly billing
Dedicated Account Manager
Minimum of 5 Contact Agents
Minimum one-time set-up fee per seat for Call Flow
Configuration
11. CRM and Dialer
11
Salesforce.com recommended for CRM platform.
Default v-Tiger CRM for simple CRM requirements
Asterisk-based Dialer System
uContat Dialer System by Integra
Aeonix Contact Center System by Tadiran Telecoms
Ability to integrate and customized with existing
systems
12. Process Flow
12
Client provides:
Dial Plan/Call Flow
Sample Script
Sample Recording
Formicidae submits Proposal
Formicidae develops Pilot plan
Formicidae and Client form Agreement
Go Live
13. Other Non-Voice Services
13
Transcription (Medical, Legal, General, Movie Script
etc.)
Subtitling, Closed Captioning, HOH, SDH
Back-office Operations and Shared Services
Voice to Text Conversion
Data encoding / Data conversion
Bookkeeping and Accounting Services (In partnership with Xero)
HR Services
Social Media Marketing
Computer Aided Design CAD (2D/3D)
By Licensed Engineers and Architects
Chat and Email Support
14. 14
SDI Media Group – US, EU, Asia 40 branches all over
the world (Subtitling, Closed Captioning, HOH, SDH)
MetroPCS (Dallas, Texas) – Voice to Text Conversion
and Voice Recording Dictation Transcription
Point 360 (Los Angeles CA) Subtitling/Closed
Captioning
Zoo Digital (US and London) Subtitling/Closed
Captioning
Emory University Hospital (Atlanta, Georgia) Medical
Transcription
Fallon Clinics (Boston, Mas) Medical Transcription
Engineering Firms in Singapore, Honolulu, Dallas and
Miami
Our Clients