Company Oveview
<ul><li>Thank you for your consideration of Affinitas.  We welcome the opportunity to demonstrate our capabilities and exp...
  is Latin for “relationship” Our name says what we stand for – helping our clients build lasting and meaningful relations...
<ul><ul><li>Affinitas is a full-service telesales and customer care solutions company with over 15 years of national clien...
Industry Leading Clients
What our clients say <ul><li>“  We just found out that we won the JD Power award for highest customer satisfaction.  We co...
<ul><li>We concentrate on understanding your  </li></ul><ul><li>objectives - they serve as the road map to  </li></ul><ul>...
Key Components of a Successful Call Center Affinitas teams have the experience and resources, people, systems, processes a...
Affinitas Overview  <ul><li>Technology  </li></ul><ul><li>Operations Management </li></ul><ul><li>Quality Assurance </li><...
<ul><li>Single POC and key driver of all client-related business from program design, setup and execution to ongoing manag...
Discovery <ul><li>Form a “Launch Team”  </li></ul><ul><li>Gather business rules and KPIs </li></ul><ul><li>Conduct needs a...
<ul><li>Affinitas has three domestic Call Centers:  </li></ul><ul><li>Mesa, AZ (175 seats), Lawrence, KS (330 seats), and ...
Recruiting <ul><li>PROFILING   –  Identifying the most experienced and coachable agents.  </li></ul><ul><li>AD DESIGN  – T...
Recruiting Fact Figure Behaviors <ul><li>People who have the right attitude and are looking for a career not just a job </...
Recruiting Criteria  <ul><ul><ul><li>Meet targeted profile </li></ul></ul></ul><ul><ul><ul><li>Personal phone interview </...
<ul><li>TRAINERS  – Each Call Center has a team of dedicated trainers and state of the art training facilities </li></ul><...
<ul><li>A variety of training methods are used that  </li></ul><ul><li>incorporate the various learning styles, and often ...
<ul><li>TESTING  – Extensive testing takes place to check for comprehension and adherence to policies  </li></ul><ul><li>C...
The QA Department’s mission is to ensure that all of our agents are providing superior results and  representing and prese...
All our call centers have onsite and remote monitoring capabilities. From the telephone selected at the observation statio...
<ul><ul><li>Affinitas has developed and utilizes a proprietary QA scoring database – used for both internal and external q...
<ul><ul><li>Independent operating department reporting directly  to the Senior VP of Call Center Operations </li></ul></ul...
<ul><ul><li>During the discovery and development phase, the QA  department works closely with the Account Executive  and c...
<ul><li>SOLE FOCUS  – Monitor, coach, and develop staff.  80% of time spent monitoring, coaching and developing </li></ul>...
<ul><li>In addition to evaluating calls, the supervisor will also often make/take demonstration calls for agents and will ...
<ul><li>Works closely with the account management team, in strategy, to ensure obtainment of key performance metrics </li>...
<ul><li>Involved in all aspects of the project in both the design and development stage and the execution and ongoing mana...
<ul><li>All agent workstations utilize Dell desktop computers with Pentium Processors. The standard agent PC configuration...
Reporting –   Measurement Provides Insight <ul><li>Customized Reporting developed for each client based upon their unique ...
  We appreciate the time you have spent reviewing this Presentation.  Members of your Team have an open invitation to visi...
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Company Overview Ppt From Jim Loveless@Affinitas Corporation

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  • Company Overview Ppt From Jim Loveless@Affinitas Corporation

    1. 1. Company Oveview
    2. 2. <ul><li>Thank you for your consideration of Affinitas. We welcome the opportunity to demonstrate our capabilities and experience to you. </li></ul><ul><ul><li>We are an excellent sales, customer care and technical support organization. </li></ul></ul><ul><ul><li>We have the experience, skill and knowledge to be a great asset to your company. We can reduce your costs and increase your results. </li></ul></ul><ul><ul><li>Our client services team is the best in the industry. </li></ul></ul><ul><ul><li>Our organization has a focus and passion for quality and align that with the goal of providing lifetime value to your customers. </li></ul></ul>
    3. 3. is Latin for “relationship” Our name says what we stand for – helping our clients build lasting and meaningful relationships with their customers and stakeholders, just as we simultaneously build lasting and meaningful relationships with our clients.
    4. 4. <ul><ul><li>Affinitas is a full-service telesales and customer care solutions company with over 15 years of national client experience. </li></ul></ul><ul><ul><li>Our creativity, flexibility, speed and resourcefulness can be attributed to the extensive resources that we own and manage. We hire only the best talent in the industry and continually strive to be the best call center in the United States. </li></ul></ul><ul><ul><li>We are passionate about the customer experience and the importance that quality sales and customer care contributes towards your business success. </li></ul></ul>Who We Are
    5. 5. Industry Leading Clients
    6. 6. What our clients say <ul><li>“ We just found out that we won the JD Power award for highest customer satisfaction. We could not have done it without you guys, your call center did one heck of a job as always. Thank you!” </li></ul><ul><li>– SVP of Customer Care, Major Cable Company (Client) </li></ul>
    7. 7. <ul><li>We concentrate on understanding your </li></ul><ul><li>objectives - they serve as the road map to </li></ul><ul><li>our success. </li></ul><ul><li>To accommodate your needs in the most effective and efficient manner. </li></ul><ul><li>Affinitas has extensive experience providing high-quality sales, customer service and technical support. We support over 2 million calls per month. </li></ul><ul><li>We provide better performance, management, technology and service than the bigger call centers without the loss of focus on accounts that is so prevalent in today’s call center industry. </li></ul><ul><li>Affinitas has three state of the art call centers in the United States and is opening our fourth call center in Argentina. Affinitas has strong bi-lingual capabilities through our call center and management team located in Mesa, AZ, where there’s a strong bi-lingual presence. </li></ul>Listening to You – Understanding Your Key Objectives
    8. 8. Key Components of a Successful Call Center Affinitas teams have the experience and resources, people, systems, processes and technology to deliver results beyond expectations . People Processes Technology
    9. 9. Affinitas Overview <ul><li>Technology </li></ul><ul><li>Operations Management </li></ul><ul><li>Quality Assurance </li></ul><ul><li>Training </li></ul><ul><li>Recruiting </li></ul><ul><li>Account Management </li></ul>
    10. 10. <ul><li>Single POC and key driver of all client-related business from program design, setup and execution to ongoing management. </li></ul><ul><li>Work extensively with all functional areas, including Recruiting, Training, QA, Traffic, Operations and I.T. </li></ul><ul><li>Analysis of performance reports and development of specific action items to be employed. </li></ul><ul><ul><li>Lead all internal team members through a daily operational review. </li></ul></ul><ul><ul><li>The prior day’s performance is thoroughly reviewed, specific issues are discussed and resolved, and action items are assigned to specific team members. </li></ul></ul><ul><li>Review and consultation of performance reports with you on a daily basis, including a narrative that highlights all key points. </li></ul><ul><li>Ensure quality measurement and monitoring/calibration sessions are held on a regular basis. </li></ul><ul><li>Lead weekly performance and status review meetings with you to ensure that you’re apprised of progress against goals as well as any issues or opportunities throughout the week. </li></ul><ul><li>We’ve hired the “best of the best”. Our account management team is the strongest in the industry. </li></ul>Account Management
    11. 11. Discovery <ul><li>Form a “Launch Team” </li></ul><ul><li>Gather business rules and KPIs </li></ul><ul><li>Conduct needs analysis with needs assessment team to evaluate current call handling procedures, processes, training, technology, etc </li></ul><ul><li>Complete WorkPlan and Design meeting </li></ul><ul><li>Perform system integration </li></ul><ul><li>Develop connectivity and security </li></ul><ul><li>Establish connectivity, telephony, T-1s </li></ul><ul><li>Prepare facility and begin recruiting </li></ul><ul><li>Implement business systems </li></ul><ul><li>Conduct system test </li></ul><ul><li>Conduct integration test as necessary </li></ul><ul><li>Conduct user acceptance test </li></ul><ul><li>Conduct systems/tools training </li></ul><ul><li>Conduct product training </li></ul><ul><li>Go live </li></ul><ul><li>Begin measuring outcomes </li></ul><ul><li>Provide coaching </li></ul><ul><li>Leverage best practices </li></ul><ul><li>Manage to metrics </li></ul><ul><li>Analyze call arrivals, schedules etc. </li></ul><ul><li>Solicit client feedback </li></ul>3-6 weeks (depending on scope of effort) Proven Launch Approach Affinitas commits to providing all of the resources necessary to ensure a smooth and seamless transition for all of your campaigns. Development Deployment Test Train Launch Improve and Refine Page
    12. 12. <ul><li>Affinitas has three domestic Call Centers: </li></ul><ul><li>Mesa, AZ (175 seats), Lawrence, KS (330 seats), and Lawton, OK (220 seats) </li></ul><ul><li>All are capable of managing 1-2 million calls per month. </li></ul><ul><li>Each Call Center is adept at various sales, technical support and customer service activities including: </li></ul>Call Center Operations New Customer Acquisition/Sales E-Mail Response Follow Up Back-Office Operational Support Loyalty and Welcome Calls Cross-Sell/Up-sell Win-back/Retention Tech Support Customer Care Call Center
    13. 13. Recruiting <ul><li>PROFILING   – Identifying the most experienced and coachable agents. </li></ul><ul><li>AD DESIGN – Targeted to recruit those with relevant experience, leveraging our clients’ brand. </li></ul><ul><li>REFERRALS – our #1 source for candidates. </li></ul>
    14. 14. Recruiting Fact Figure Behaviors <ul><li>People who have the right attitude and are looking for a career not just a job </li></ul><ul><li>People who have demonstrated a stable work history, can communicate effectively, and are energetic </li></ul>Knowledge & Education <ul><li>College degree or equivalent work experience </li></ul><ul><li>Proven Sales and/or Customer Service experience </li></ul><ul><li>Efficient navigation of business & web applications </li></ul><ul><li>Specific industry knowledge (varies by client) </li></ul>Ideal Skills & Abilities <ul><li>Confident, sincere and empathetic </li></ul><ul><li>Excellent verbal and listening skills </li></ul><ul><li>Positive attitude </li></ul><ul><li>High integrity with strong work ethic </li></ul><ul><li>Enjoys/able to provide high-quality sales/customer service </li></ul>Recruiting Sources <ul><li>Employee referrals </li></ul><ul><li>Local universities & community colleges </li></ul><ul><li>Experienced workers in client specific industries </li></ul><ul><li>Print Advertising: Billboards, Lawrence Journal World, The Chieftain, College Times and Arizona Republic </li></ul><ul><li>Job Boards: Career Builder, Craigslist, Lawrence.com, Marketplace, and ASU Career Link, to name a few </li></ul><ul><li>Job Fairs: On-site Job Fairs, All University Job Fairs, to name a few </li></ul>
    15. 15. Recruiting Criteria <ul><ul><ul><li>Meet targeted profile </li></ul></ul></ul><ul><ul><ul><li>Personal phone interview </li></ul></ul></ul><ul><ul><ul><li>One-on-one personal interview with both HR and Operations </li></ul></ul></ul><ul><ul><ul><li>Written, oral and computer exams </li></ul></ul></ul><ul><ul><ul><li>Pass background checks </li></ul></ul></ul><ul><ul><ul><li>Pass referral checks </li></ul></ul></ul>Extend offer, assign trainer and class Training generally takes 1-4 weeks to complete depending on the complexity of the application.
    16. 16. <ul><li>TRAINERS – Each Call Center has a team of dedicated trainers and state of the art training facilities </li></ul><ul><li>TOOLS – Depending on the application, we utilize a wide array of tools, including audio, video, on-line systems training, and monitoring live calls </li></ul><ul><li>ROLE-PLAYING – agents are provided extensive opportunities to listen to calls and practice their skills with each other and the trainer to prepare for live calls. Nesting and extensive one-on-one sessions occur prior to ever going “live” </li></ul>Training
    17. 17. <ul><li>A variety of training methods are used that </li></ul><ul><li>incorporate the various learning styles, and often </li></ul><ul><li>more than one method is used concurrently. </li></ul><ul><ul><ul><li>Class Lectures </li></ul></ul></ul><ul><ul><ul><li>Screen Projections </li></ul></ul></ul><ul><ul><ul><li>Role-Play with Scripting and Systems </li></ul></ul></ul><ul><ul><ul><li>Live/Recorded Call Monitoring </li></ul></ul></ul><ul><ul><ul><li>Side by Side Monitoring/Call Coaching </li></ul></ul></ul><ul><ul><ul><li>Tests and Quizzes </li></ul></ul></ul><ul><ul><ul><li>Certification </li></ul></ul></ul>Training Methods
    18. 18. <ul><li>TESTING – Extensive testing takes place to check for comprehension and adherence to policies </li></ul><ul><li>CERTIFICATION – Some call center applications allow us to offer career paths for agents through various certification exercises. All agents must be certified prior to “going live” </li></ul><ul><li>ENHANCED TRAINING – Affinitas routinely conducts ongoing training seminars and classes to enhance skills and review new information </li></ul>Training to Build Knowledge
    19. 19. The QA Department’s mission is to ensure that all of our agents are providing superior results and representing and presenting an image that is aligned with your image. It is imperative that each customer has a positive customer experience. Quality Assurance
    20. 20. All our call centers have onsite and remote monitoring capabilities. From the telephone selected at the observation station, a line can be accessed for observation by dialing the number assigned to that line or station. Clients unable to visit our sites may monitor calls anytime, anywhere and we highly recommend it. Quality Assurance Department – Focus on Superior Quality
    21. 21. <ul><ul><li>Affinitas has developed and utilizes a proprietary QA scoring database – used for both internal and external quality assurance. Each QA scorecard is tailored to meet the needs of each specific client </li></ul></ul><ul><ul><li>The QA database allows for flexible and customized reports as we work collaboratively with the client during the operation of your campaign to consistently increase results </li></ul></ul>Quality Assurance Department - Focus on Superior Quality
    22. 22. <ul><ul><li>Independent operating department reporting directly to the Senior VP of Call Center Operations </li></ul></ul><ul><ul><li>Centralized department in the Lawrence, KS, customer care center for consistency across locations </li></ul></ul><ul><ul><li>Present findings and recommendations for improvement to the senior team and our clients through regularly scheduled meetings chaired by the QA manager and Client Services Team </li></ul></ul><ul><ul><li>Facilitates the development and enhancement of superior call quality to be provided at all times. Strong call by call management approach </li></ul></ul>Quality Assurance Department – Focus on Superior Quality
    23. 23. <ul><ul><li>During the discovery and development phase, the QA department works closely with the Account Executive and client to develop call components, call standards and customized QA scorecard </li></ul></ul><ul><ul><li>Coordinates with training to ensure that call standards for each application are trained appropriately to new and existing agents </li></ul></ul><ul><ul><li>Conducts regular calibration sessions with the supervisory, operations management staff and client to ensure consistency </li></ul></ul><ul><ul><li>Key contributor to the agent development process providing regular quantitative feedback to the operational staff </li></ul></ul>Quality Assurance Department - Focus on Superior Quality
    24. 24. <ul><li>SOLE FOCUS – Monitor, coach, and develop staff. 80% of time spent monitoring, coaching and developing </li></ul><ul><li>EVALUATION FORMS – This tool is utilized by supervisors and the QA department. </li></ul><ul><li>FEEDBACK – Each supervisor works with multiple agents per hour; listening to calls, completing written evaluations and providing feedback through coaching. </li></ul>Supervisor Call Center Operations Coaching and Developing - Results Driven Focus
    25. 25. <ul><li>In addition to evaluating calls, the supervisor will also often make/take demonstration calls for agents and will record the agent to use the recorded calls as a developmental tool at a later date </li></ul><ul><li>Supervisors will also recommend and require members of their team to participate in additional or enhanced training seminars to ensure that the agent is equipped to provide the highest levels of sales and customer service </li></ul>Supervisor Coaching and Developing- Results Driven Focus
    26. 26. <ul><li>Works closely with the account management team, in strategy, to ensure obtainment of key performance metrics </li></ul><ul><li>Actively involved in daily program management, supervisor and agent development </li></ul><ul><li>Reviews all Agent Quality Evaluations and performance reports from previous shift including agent stats to develop action plans with supervisors </li></ul><ul><li>Reviews Supervisor Nightly Reports; develops strategic recommendations </li></ul><ul><li>Reviews staffing plans for the day </li></ul><ul><li>Coordinates and participates in agent recruiting and training </li></ul><ul><li>Participant in the internal daily Affinitas team reviews and weekly client status reviews and calibration sessions </li></ul>Operation’s Manager Coaching and Developing- Results Driven Focus
    27. 27. <ul><li>Involved in all aspects of the project in both the design and development stage and the execution and ongoing management </li></ul><ul><li>Key participant in the internal daily Affinitas team reviews and weekly client status reviews </li></ul><ul><li>Responsible for agent recruiting and training, QA, and daily program management </li></ul><ul><li>Leads the front-line team that represents the client’s voice and brand on the phone room floor each day </li></ul><ul><li>Works closely with the account management team in strategy, quality and process improvement </li></ul>Center Director Operations Results Driven Focus
    28. 28. <ul><li>All agent workstations utilize Dell desktop computers with Pentium Processors. The standard agent PC configuration is a Dell Optiplex 320 with 1 gig of RAM and up to 80 gig hard drive. All workstations are web-enabled </li></ul><ul><li>Affinitas has ACD and telecommunications structure integrated at each center </li></ul><ul><ul><li>Nortel CS1000e PBX </li></ul></ul><ul><ul><li>CCM 6.0 (formally Symposium) for skill based routing </li></ul></ul><ul><ul><li>Call Pilot for menu options </li></ul></ul><ul><li>Network equipment is Cisco (routers and firewalls) and Dell (POE data switches) </li></ul>State of the Art Technology
    29. 29. Reporting – Measurement Provides Insight <ul><li>Customized Reporting developed for each client based upon their unique program specifications </li></ul><ul><li>Intelligent disposition coding is utilized to capture the call drivers that can be reported upon, thereby giving the client and Affinitas more information to continually improve performance </li></ul><ul><li>Reports can be provided either via email, web or secure FTP site. </li></ul>
    30. 30. We appreciate the time you have spent reviewing this Presentation. Members of your Team have an open invitation to visit our Omaha corporate headquarters or call centers anytime to assess our viability as an option to be utilized by you. Thank you.

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