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GGBPO Partner Overview - Synergy Solutions
Golden Gate BPO Solutions provides global outsourced contact center solutions through certified operating partners. One such partner, Synergy Solutions, is an outsourced contact center located in Phoenix, Arizona that offers multichannel customer support services. Synergy Solutions utilizes a combination of people, processes, and technology to provide clients with quality customer service while striving for operational excellence.
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GGBPO Partner Overview - Synergy Solutions
- 1. Prepared for Golden GateBPO Solutions United States / Phoenix, Arizona Synergy Solutions Business Overview
- 2. WHAT WE DO 2Copyright2017 - 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 OutsourcedCustomer 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 ofour U.S. Partner 4Copyright 2017 - Golden Gate BPO Solutions ABOUT SYNERGY SOLUTIONS • Founded in 1999 • Partnered with Golden Gate BPO in January 2014 • 420 workstations with capacity to scale • Bilingual • Multichannel service capabilities • Specializing in combining synergy and innovation to create the next generation of customer contact solutions • Located in Phoenix, AZ and Bemidji, MN • Operating 24 / 7
- 5. Copyright 2017 -Golden Gate BPO Solutions 5 ABOUT SYNERGY SOLUTIONS – CORE CAPABILITIES What We Do • Customer Care • Technical Support • Enrollment / Registration • Leasing Support • Customer Retention • Upsells / Cross-Sales • Answering Service • Telesales / Renewals • Lead Generation • Satisfaction Surveys • Database Management • Sales Support • Tele-greeter / Answering Service How We Do It • 24 / 7 / 365 • Inbound Telephone • Outbound Telephone • B2C & B2B Interaction • Email / Chat / Text • Social Media Response • IVR Self Service • Dedicated Teams • Blended Teams • Bi-Lingual • Overflow / Peak Season Support • Operations Consulting • Technology Development • Compliance Consulting Who We Do It For • Public / Private / Non- Profit • E-Commerce • Healthcare • Technology • Consumer Electronics • Multi-Family Housing • Financial Services • Insurance • Publishing • Legal • Construction • Apparel • Utilities
- 6. Benefits and Differentiators ofour U.S. Partner 6Copyright 2017 - Golden Gate BPO Solutions ABOUT SYNERGY SOLUTIONS • “Synovation” - combining synergy and innovation to create the next generation of customer contact solutions • Utilizing people, process and technology to provide our clients with uncompromising service & superior performance • Experience • Award winning provider for leading brands • 17 years in business, management team with 2-3 decades experience • Integrity • Creating jobs and satisfied customers in the US • 100% of profits reinvested in company • Stability • Pioneers in quality and compliance Solutions • High availability redundant systems • No debt – access to growth capital
- 7. Copyright 2017 -Golden Gate BPO Solutions 7 ABOUT PHOENIX, ARIZONA • The capital of Arizona and most populous city in the state • With over 1.5M people, it’s the 6th most populous city in the US and the only state capital with a population of more than 1M residents • Known as the Valley of the Sun • Over the past decade, it’s been one of the fastest growing US cities, resulting in numerous entertainment establishments and businesses opening or relocating to the area • According to the US Census Bureau, over 30% of residents are natively bilingual • The labor force is over 2.2M, and office and administrative support is one of the top five employment categories in the market • Located in the Sonoran Desert, which is one of the wettest and greenest deserts in North America • The area basks in sunshine more often than any other major metropolitan area in the US - the sun shines on Phoenix approximately 300 days per year, or over 85% of its daylight hours
- 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 Copyright2017 - 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 BESTPRACTICES 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 Copyright2017 - 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 Copyright2017 - 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
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