Golden Gate BPO Solutions provides global outsourced contact center solutions through certified operating partners in the Philippines. Their partner, Netcast BPO, is located in Clark Freeport Zone and has over 1,400 workstations with the capacity to scale. Netcast BPO offers multichannel customer management and business process outsourcing services, including inbound and outbound contact center support, technical support, social media support, and back office services. Golden Gate and Netcast strive for operational excellence, high quality standards, competitive pricing, and a positive company culture.
Golden Gate BPO Solutions is an outsourced contact center, business process outsourcing and customer relationship management organization. We provide our outsourced services from our high quality delivery and multi-channel contact centers located in the United States, Jamaica, Dominican Republic, Belize, India and the Philippines.
Golden Gate BPO Solutions is an outsourced contact center, business process outsourcing and customer relationship management organization. We provide our outsourced services from our high quality delivery and multi-channel contact centers located in the United States, Jamaica, Dominican Republic, Belize, India and the Philippines.
Can one draw any helpful parallels between the steps
and considerations taken when buying or leasing a car
with making an informed decision regarding the right call
center solution for someone's company’s needs?
Check out what Sound Telecom is all about, the way we do things, and how we can help your company with our telephone answering services, call center solutions, and cloud-based business systems.
Shared Services in Higher Education: conceps, clients, consumers and stakehol...Chazey Partners
As part of the sessions at the 2016 California Public Higher Education Collaborative Business Conference, the presentation covers why Shared Services has become such an important part of your toolkit for delivering improved “back office” services to support your institution’s core mission. It explains why the true meaning of the words “shared” and “services” is so important. It also defines and distinguishes between “clients”, “consumers” and “stakeholders”.
Mastering the Critical Components to Effective Change Management 2016Chazey Partners
Regardless of where your organization may be on the maturity spectrum of Shared Services, change is a constant, and the ability to manage change as part of your day-to-day operations is crucial. It is essential to ensure not only successful transformation, but the refinements and the continuous improvement afterwards that furthers the benefits of Shared Services and facilitates future growth.
During this workshop we demystify change management and employee engagement techniques by exploring practical applications, tools and latest practices. This presentation help you to:
· Learn how to enable on-going change for sustainable support and business results
· Manage cultural changes while keeping employees engaged/motivated
· Understand cross-cultural considerations in managing expectations
· Master ongoing communication that is relevant and resonates with stakeholders and employees
· Gain an improved understanding of change management
· Receive practical tools or ideas that can be implemented after the conference
Can one draw any helpful parallels between the steps
and considerations taken when buying or leasing a car
with making an informed decision regarding the right call
center solution for someone's company’s needs?
Check out what Sound Telecom is all about, the way we do things, and how we can help your company with our telephone answering services, call center solutions, and cloud-based business systems.
Shared Services in Higher Education: conceps, clients, consumers and stakehol...Chazey Partners
As part of the sessions at the 2016 California Public Higher Education Collaborative Business Conference, the presentation covers why Shared Services has become such an important part of your toolkit for delivering improved “back office” services to support your institution’s core mission. It explains why the true meaning of the words “shared” and “services” is so important. It also defines and distinguishes between “clients”, “consumers” and “stakeholders”.
Mastering the Critical Components to Effective Change Management 2016Chazey Partners
Regardless of where your organization may be on the maturity spectrum of Shared Services, change is a constant, and the ability to manage change as part of your day-to-day operations is crucial. It is essential to ensure not only successful transformation, but the refinements and the continuous improvement afterwards that furthers the benefits of Shared Services and facilitates future growth.
During this workshop we demystify change management and employee engagement techniques by exploring practical applications, tools and latest practices. This presentation help you to:
· Learn how to enable on-going change for sustainable support and business results
· Manage cultural changes while keeping employees engaged/motivated
· Understand cross-cultural considerations in managing expectations
· Master ongoing communication that is relevant and resonates with stakeholders and employees
· Gain an improved understanding of change management
· Receive practical tools or ideas that can be implemented after the conference
Capabilities presentation for Pivotal Practices Consulting LLC's customized learning solutions. Solutions are targeted to leadership development and include instructor-led classroom training, leader coaching, individual assessments, and webinars. Space in our Leadership Academy is included at no additional cost when contracting for Pivotal learning solutions.
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The Fastest Growing Business Training Certification
The Certified Business Professional program CBP™ is an international industry credential that validates and develops the business professional through training, readying the professional for the international business world. The Certified Business Professional program’s curriculum is developed by world leaders in essential business training, the International Business Training Association, IBTA.
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RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
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The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
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
Philippines Partner
4Copyright 2017 - Golden Gate BPO Solutions
ABOUT NETCAST BPO
• Founded in 2011
• Partnered with Golden Gate BPO in May
2015
• 1,400 workstations with capacity to scale
• Native English language and bilingual
• Multichannel service capabilities
• Industry-leading scalability and expertise
• Located in Clark Freeport Zone
• Operating 24 / 7
5. Copyright 2017 - Golden Gate BPO Solutions 5
ABOUT NETCAST BPO – CORE CAPABILITIES
Contact Center
• Inbound and Outbound
• Customer Care – Service /
Billing / Escalation
• Sales – Cross-Sell, Upsell
• Customer Retention
• QA and TPV Services
• Technical Support
• Lead Generation
• Email and Chat
• Collections
• Surveys
Value Added
• IVR Services
• Call Prompting
• Scripting Services
• Development Services
• 800 Phone Bank
• Telephony
• Social Media
Beyond The Phones
• Document / Info Data Entry
• Mail Order Processing
• Warranty / Product
Registration Processing
• Medical and Legal
Transcription
• Special Campaign Support
• Document Scanning
• Voice Transcription
• Accounting and Finance
6. Copyright 2017 - Golden Gate BPO Solutions 6
ABOUT NETCAST BPO – BENEFITS AND DIFFERENTIATORS
Market / Country
Leadership
Established by
Experienced
Contact Center
Management /
Ownership Team
Advanced and
Mature Outsourced
Contact Center
Organization
Redefining the
Contact Center Job
as a Great Career
Choice
Unique Offshore
Location
English is Primary
Language
Offshore Economics
/ Low Cost Labor
Market
Operational
Excellence
Consistency and
Experience
Delivering to US
Standards / KPIs
Consistency and
Experience
Delivering High
CSAT and QA
Scores
Culture of
Continuous
Performance
Improvement
Facility is State-of-
the-Art, Scalable
and Sets Standard
in Country
The Human
Factor
Phenomenal Middle
Management and
Agents
Highly Competitive,
Rewarding and
Positive Company
Culture
Passionate People
with High Regard
for Corporate and
Client Responsibility
Other Significant
Advantages
Technology “Secret
Sauce” – Internally
Developed
Proprietary Tools
and Reporting
Prioritizes and
Ensures a Great
Experience for
Employees and
Clients
7. Copyright 2017 - Golden Gate BPO Solutions 7
ABOUT THE PHILIPPINES
• Officially the Republic of the Philippines, it is a sovereign island country in
Southeast Asia situated in the western Pacific Ocean consisting of
approximately 7,641 islands that are categorized broadly under three main
geographical divisions from north to south: Luzon, Visayas, and Mindanao
• A founding member of the United Nations, World Trade Organization,
Association of Southeast Asian Nations, the Asia-Pacific Economic
Cooperation forum, and the East Asia Summit and also hosts the
headquarters of the Asian Development Bank
• Considered to be an emerging market and a newly industrialized country,
which has an economy transitioning from being one based on agriculture
to one based more on services and manufacturing
• Boasts the 36th largest in the world, with an estimated 2016 gross
domestic product of $311.687 billion
• Service industries such as tourism and business process outsourcing have
been identified as areas with some of the best opportunities for growth for
the country
• Filipino and English are the official languages
8. Copyright 2017 - Golden Gate BPO Solutions 8
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
9. TRAINING BEST PRACTICES
Copyright 2017 - Golden Gate BPO Solutions
9
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
10. QUALITY ASSURANCE BEST PRACTICES
Copyright 2017 - Golden Gate BPO Solutions
10
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
11. OPERATIONS BEST PRACICES
Copyright 2017 - Golden Gate BPO Solutions
11
• 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
12. TECHNOLOGY BEST PRACTICES
Copyright 2017 - Golden Gate BPO Solutions
12
• 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