Learn more about Golden Gate BPO Solutions and our US operating partner, American Customer Care (ACC).

1. Prepared for
Golden Gate BPO Solutions
United States
American Customer Care (ACC)
Business Overview

2. WHAT WE DO
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• 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
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WHAT WE STRIVE TO ACCOMPLISH FOR OUR CLIENTS

4. A Snapshot of our
U.S. Partner
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• Founded in 1986
• Partnered with Golden Gate BPO in January
2017
• 1,200 workstations with capacity to scale
• Bilingual
• Multichannel service capabilities
• Individualized contact with customers to
maximize up-sell and cross-sell
• Located in 7 locations across 5 states
• Operating 24 / 7
ABOUT ACC

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CORE CAPABILITIES OF OUR U.S. PARTNER
• Complete Inbound and Outbound Services
• CRM and Customer Service
• Technical Support and Help Desk
• Customer Retention / Saves
• Cross-Selling / Up-Selling
• Multilingual Capabilities
• Store / Dealer Locator
• Interactive Voice Response Support
• Fulfillment of Literature and Products
• E-mail / Fax Management and Fulfillment
• Order Processing
• Outbound Sales / Market Research
• Third Party Verification
• Product Upgrades and Rollouts
• Payment Processing
• Emergency Services
• Web Site Support
• Customer Database Generation

6. Benefits and
Differentiators of our
U.S. Partner
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ABOUT ACC
• Provides highly personalized service to customers.
• Equally as competent and comfortable working with Fortune 500
clients as with smaller boutique clients
• While utilizing best practices and leading technology, they
understand that every client is unique and they adapt processes and
systems to meet client needs
• The long and distinguished tenure of the executive and middle
management team – it is the strength and experience of these teams
that help make their agents exceptional
• Each member of the executive team averages over 15 years of
experience in call center management and middle management
teams average nearly 10 years of call center experience
• The corporate structure provides a relatively flat organizational chart
for a very important reason – to empower the management team to
allocate resources quickly and effectively on a given client program
when needed, without layers of management stalling the process
• Because of this corporate structure, all clients have access to top
resources for their programs whenever needed

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ABOUT ACC – U.S. LOCATIONS
• North Bergen, NJ
• Montoursville, PA
• Trout Run, PA
• Altoona, PA
• Dubuque, IA
• Platteville, WI
• Headquartered in Bristol, CT

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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
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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
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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
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• 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
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• 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

13. (888) 510-8368
www.goldengatebpo.com
Outsourcing Redefined