Sound Telecom
Professional. Friendly. Courteous.
2007, 2008, 2012
As a small business committed to its current clients and responsible growth, Sound Telecom
has developed ...
A Key Piece of the Puzzle -
• Early Entry Point to Outsource versus
Keeping Internal
• White Glove & Smaller Scale High-En...
Seattle, Washington
Corporate Offices and Small
Contact Center Facility
Spokane, Washington
Primary Contact Center Facilit...
Allowing and Enabling People a “V-O-I-C-E”
MISSION STATEMENT
- Strategic link in Clients’Communication Processes
- Committ...
Technology Solutions
Web-based, affordable business
voicemail, virtual PBX and hosted
fax solutions. Our small business
vo...
Dedicated
Customer Service and Technical
Support strategy consisting of
agents dedicated to a single
client. The process i...
The perfect fit for every size and every budget.
Sound Telecom
enables you to:
Provide 24/7,
High Quality
Support.
Leverag...
Sound uses a FLAT management approach that adds efficiencies to interdepartmental
communications and ensures maximum agili...
Sound Telecom’s goal is satisfaction with every customer interaction.
Sound Telecom Operates with a Relentless Focus on
Su...
Sound Telecom only targets potential employees that have a demonstrated aptitude for
excelling within our process.
Recruit...
• Comprehensive Orientation & Soft Skills Training (2 Full Weeks)
• Customized Client, Program Specific & CSAT Skills Trai...
Quality Assurance is a tool for continuous improvement. It must be a primary
focus of an organization if they want to have...
Dedicated Client Strategy – from the executive leadership team to the agents, a
dedication to operational excellence enhan...
 Top Grade ACD/Switching Systems
 IPAgents
 Soft Phones
 Custom Reporting & Data Analytics
 Robust PBX / Dialers
 Be...
Custom and Flexible Solutions, Cutting Edge Technology. Seamless Execution.
“Sound” & Seamless -
Execution and Implementat...
Over the past 20 years, Sound Telecom has established a reputation for building customized solutions that meet
– and often...
“Sound Telecom is Family”
Mike LaBaw, President & Founder (Est. 1986)
At Sound Telecom, we are required to perform call ce...
Will I get lost in
the shuffle?
Can they handle
my spikes?
Is there anyone
that can help?
The FUD Factor!!!
Is my business...
Sound Telecom truly fills a gap in the Market Place!
Size is NOT a
factor for us!
We will work with
you to customize a
sol...
Thank You!
www.sound-tele.com
Sound Telecom | 800-557-1550 | PO Box 80243 | Seattle, WA 98108
Upcoming SlideShare
Loading in …5
×

The Sound Telecom Way

367 views

Published on

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.

Published in: Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
367
On SlideShare
0
From Embeds
0
Number of Embeds
19
Actions
Shares
0
Downloads
4
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

The Sound Telecom Way

  1. 1. Sound Telecom Professional. Friendly. Courteous.
  2. 2. 2007, 2008, 2012 As a small business committed to its current clients and responsible growth, Sound Telecom has developed and maintained an agility, enhanced creativity and niche expertise that does not exist in the traditional outsourcing marketplace. 2012 Inc. 5000 Statistics: Rank: 4876 Employees: 72 3-Year Growth: 9% Jobs Added, Previous 3 Years: 4 2011 Revenue: $3.5 Million Founded: 1986 2008 Revenue: $3.2 Million HQ Location: Seattle
  3. 3. A Key Piece of the Puzzle - • Early Entry Point to Outsource versus Keeping Internal • White Glove & Smaller Scale High-End Customer Service and Technical Support • Flexible Management and Agent Workforce with Ability to Handle Dedicated, Shared and TAS • Dedicated Inbound or Outbound Call Volumes Generally Not Supported in the Marketplace • Unpredictable Overflow and After Hours Call Volumes • Spiky and Unpredictable Call Volumes/Call Arrival Patterns • Extremely Client-Focused – Each and Every One! Sound Telecom is a perfect fit, able to deliver where traditional COPC, Six Sigma or Large Scale methodology centers cannot, or will not. How? Through a flat and engaged management style.
  4. 4. Seattle, Washington Corporate Offices and Small Contact Center Facility Spokane, Washington Primary Contact Center Facility 50 Workstations in Production 100 Workstations for Growth Denver, Colorado Roll-Over & Bilingual Spanish Contact Center Facility 5 Workstations in Production 25 Workstations for Growth Today, operating from three contact centers, Sound Telecom is able to design and deliver cost- effective multi-channel contact center solutions that meet a client’s specific needs.
  5. 5. Allowing and Enabling People a “V-O-I-C-E” MISSION STATEMENT - Strategic link in Clients’Communication Processes - Committed to Exceeding Client’s Expectations Around the Clock - Provide Employees with Jobs plus Opportunity “giving employees a VOICE to express their talent, passion and commitment to excellence” - Develop Remarkable Solutions - Using Expertise and consistent, disciplined action to deliver peace of mind. SOUND TELECOM VALUES – “VOICE” Value – We hold our customers and team members in highest esteem and treat them with respect and dignity. Ownership – We stand behind what we say and the services we provide and hold ourselves accountable for resources and actions. Integrity – We operate with uncompromising integrity in every conversation and are guided by truth, honesty and sincerity. Commitment – We are dedicated to developing trust-based relationships with our customers and team members. Excellence – We are self-motivated in our actions, disciplined in our decision-making and directed by our values.
  6. 6. Technology Solutions Web-based, affordable business voicemail, virtual PBX and hosted fax solutions. Our small business voicemail and hosted auto attendant systems are quick and easy to set up. • Business Voicemail Systems • Internet Fax Services • Virtual PBX Auto Attendant • Smart Voice Mail • Smart Message • Smart Number • Front Office Call Center Services Bilingual, nationwide, 24/7 call center services customized to fit your needs. Leverage the power of our world-class call center services to build professional call center support solutions today. • Inbound Customer Service & Order Processing • Outbound Telemarketing, Prospecting, Lead Generation, Market Research & More • Sales • Technical Support • Third Party Verification Services • Disaster Recovery Services Answering Services Extensive 24/7 telephone answering services you can trust to provide quality care. Immediately upgrade and “brand” your phone image with cost- effective answering services. • Live Call Answer, Screen & Transfer • Advanced Call Forwarding • Flexible Call Handling • Overflow Coverage • Customized Message Delivery • Service Dispatch • Secretarial Service • Appointment Scheduling Skillful, Trustworthy Service. A Robust, Multi-Channel BPO Customer Support, Sales and Service Center.
  7. 7. Dedicated Customer Service and Technical Support strategy consisting of agents dedicated to a single client. The process is driven by targeted recruiting, intensive client-focused training, technology and supervision/work- force management. • Dedicated agents with a single client focus • Provides quality and efficiencies gained by having agents work under a single methodology and client brand. • Allows client to accomplish the highest quality customer experience Shared Robust customer service strategy that allows a shared team of agents to manage inbound calls for a variety of clients. The process is driven by extensive “call-type” and client training/training reinforcement, coaching and supervision, and “Sound” technology. • Shared agents managing multiple clients – quality is not lost • Provides a cost effective alternative for “early entry” client and/or clients with sporadic or unpredictable call volumes • Allows client an outsource option for any size project or function Three-Call Handling For basic customer service, this approach allows each agent to manage up to three (3) unique calls at one time. This process is also driven by extensive “call type” and client training/training reinforcement, coaching and supervision, and “Sound” technology. • Efficiently manages multiple clients with unpredictable call flows • Cost effective option for clients - “hold” times not billed • Achieve 93% of calls answered within 3 rings…and handle time of 3 minutes or less Professional. Friendly. Courteous. Sound Telecom Management Style, Agile Workforce and Technology Enables a Combination of Quality Call Handling and Malleable Solutions.
  8. 8. The perfect fit for every size and every budget. Sound Telecom enables you to: Provide 24/7, High Quality Support. Leverage Investments in Technology, Methodologies and People Benefit from Processes developed and perfected over 25 plus Years Reduce Staffing, Operating and Training costs Improve Efficiency And Productivity Grow your Services with your Business Focus on your Core Business Inbound Call Center Service Features Outbound Services Features Web Support Features Applicant Screening / Appointment Setting Customer Retention / Anniversary Calls / Market Research & Surveys E-Mail Management Order Processing / Overflow & Capacity Support Help Desk, Customer & Technical Support Appointment Setting / Database Management / Promotions Lead Generation / Membership Services / Sales / Welcome Calls Web Call Back Web Chat Sound Telecom helps individuals and businesses meet their customer’s communication needs through reliable, professional call center solutions, resulting in longer, more profitable customer relationships.
  9. 9. Sound uses a FLAT management approach that adds efficiencies to interdepartmental communications and ensures maximum agility and consistency for rapid resolutions. “All hands on deck” Operating Culture
  10. 10. Sound Telecom’s goal is satisfaction with every customer interaction. Sound Telecom Operates with a Relentless Focus on Supporting it’s Clients and Customers Listen Listen to clients and customers to better understand what clients want to achieve. Goal - Performance that meets or exceeds clients‟ desired outcomes. Measure Measure, manage and oversee clients‟ programs every step, with all areas of support continuously evaluated for: • Quick Speed of Answer • Proper Staffing • Low Queue with minimal abandons • Broad reporting capabilities • Content Knowledge • Professional. Friendly. Courteous. Adjust Consistent internal and client calibrations; providing quality feedback and transparent evaluations in order to make proactive and critical adjustments at all stages of the relationship.
  11. 11. Sound Telecom only targets potential employees that have a demonstrated aptitude for excelling within our process. Recruitment & Hiring • Targeted Sourcing • Well Defined Profiles • Thorough Client-Centric Process • Employee & School Referrals/Job Fairs • Strategic Alliances with Academic Institutions • Strong Inter-Departmental Involvement between HR/OPS/TRAINING • Psychometric / Abilities Testing • Criminal Background Checks Retention • Comfortable & Positive Call Center Environment • Competitive Salary & Benefits • Life & Medical Insurance • Building & Strengthening Work Relationships through Team Building Activities • Performance-Based Incentives/Bonuses • Personal & Professional Development • Goal Setting/Tracking • Transportation Services • Employee Recognition Programs
  12. 12. • Comprehensive Orientation & Soft Skills Training (2 Full Weeks) • Customized Client, Program Specific & CSAT Skills Training • First Call Resolution • Compliance Training • HIPAA • PCI-DSS • TCPA • Experienced Trainers • Train-The-Trainer Approach • Skills Enhancement • PC • Windows • Office • Other Technologies • Training Workshops/Continuing Education • Soft Skills Training • Coaching to Quality • Products & Skills Refresher/Enhancer • Management Development • Performance & Project Management • Career Skills Training
  13. 13. Quality Assurance is a tool for continuous improvement. It must be a primary focus of an organization if they want to have long term success! • Appropriate Spans of Control • Operations Management • Supervisors • QAAuditors • Trainers • Calibration Sessions w/Clients • Crucial to Success • Not Viewed as a Chore • Establishing Most Effective Quality Monitoring Solution • Tested & Proven Quality Assurance Monitoring Procedures • Random QAAudits • Regularly Scheduled QAAudits • Immediate Coaching/Feedback • Effective Tracking of Results for Continue Improvement • Coach to Performance Trends Not Metrics Quality Assurance
  14. 14. Dedicated Client Strategy – from the executive leadership team to the agents, a dedication to operational excellence enhances our ability to deliver consistently strong performance. • Specific Teams & Divisions • Promotes Core Learning Systems • Cohesive Dedicated Environments • Custom Client Management • Customized Operations Manual / Process • Developed for EACH Program/Client • Immediate Feedback & Coaching Sessions • 90-Day Audit Cycle for Process & Documentation • Certification and Process Standards • Agent Scorecards updated Daily/Weekly/Monthly • Drives behavior designed to provide Top Quality Performance • Planned Communication Strategy to Maintain Alignment Operations
  15. 15.  Top Grade ACD/Switching Systems  IPAgents  Soft Phones  Custom Reporting & 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 Technology
  16. 16. Custom and Flexible Solutions, Cutting Edge Technology. Seamless Execution. “Sound” & Seamless - Execution and Implementation PHASED IMPLEMENTATION– Clients’ call center support services are phased in over a pre-designed period of time. COMPLETE CUTOVER – All aspects of a client’s initial program launch are planned in advance; with a “turn on the switch” event that is seamless with Sound well-prepared to handle calls on the scheduled Go-Live date. MANAGED SCALABILITY – Ongoing growth plans will be met with efficient support at all levels.
  17. 17. Over the past 20 years, Sound Telecom has established a reputation for building customized solutions that meet – and often exceed – our client’s specific needs. We pride ourselves on developing mutually beneficial, long- lasting partnerships by treating each client with the utmost respect, professionalism and courtesy. Please take a moment to consider just a few of the many customers that we have served and continue to serve today: ABM Janitorial Services AFLAC American Red Cross Apria Health Care Asplund Tree Expert Co. AT&T Dispatch Service Avidian Technologies Boeing Bonny Watson Boulder Communications BriteVision Media Services Budget Blinds CB Richard Ellis Cellular Abroad Century 21 City of Bellevue City of Port Angeles City of Snohomish Classmates.com Coinstar Colliers Intl Conoco Phillips Co Datarim FL Senior Advisory Council G&T Conveyor, Inc G.E. Intl Partners, Inc Greenwood & Hall GVA Kidder Matthews Gynex Corp Haemonetics Hertz Equipment Rental Holland America Lines Home Well Senior Care iMate Americas IBEW John L Scott Real Estate Kenworth Trucking Co King City Housing Authority Koll Co KWSU Media Lynx Medical Systems Microsoft Mobilisa, Inc Mutual of Omaha NOAA New York Yankees NOAA Homeland Security Norco, Inc. Nordstrom Oxford House Pepsi Cola – Noel Corp Perkins Coie Play Networks Quadrant Homes Qubica AMF Bowling Regal Cinemas REIF ReMAX Revitalash Roto-Rooter Seattle Cancer Center Seattle Housing Authority Serve Pro Service Master Shurco Residential Properties Skies America Publishing Starbucks Swedish Medical Center Tacoma Housing Authority The Koll Company The REIS Group U.S. Bank UBuildIt Univ of WA Physicians G USDA Forest Service Valley Medical Center Veritas Software Vertical Transportation Vulcan, Inc WA Council for the Blind Washington Mutual WSDOT Windstar Cruiselines
  18. 18. “Sound Telecom is Family” Mike LaBaw, President & Founder (Est. 1986) At Sound Telecom, we are required to perform call center support duties only for many, many different customers. Working in this environment has made us extremely adaptable and flexible. We drive creative custom solutions for customers on a daily basis and we become an integral part of our customer’s communications. Our call centers are high energy and fast- paced. We have assembled a team of exceptionally creative supervisors, managers and agents to run our operations. What you will find at Sound Telecom is not like what you will find at other call centers. What you find at Sound Telecom is family. Experience – Utilizing the experience gained over the previous 27 years along with the background and lessons learned from other programs and industry verticals, we have been able to help offset some or all of the costs typically associated with outsourcing customer service functions through improved efficiencies, increased first contact resolution and greater revenue per contact. Flexibility – A key part of our strategic advantage is the flexibility achievable due our size. Sound Telecom is large enough to leverage the benefits of the experience of our resources, best practices across clients & verticals and economies of scale, while small enough to provide personalized, 1:1 interactions across all levels of the organization. This allows us to remain very nimble, flexible and responsive our clients‟ needs without the bureaucratic hierarchy found in many other outsource vendors‟ organizations. Innovation – Our experience provides the foundation and encourages innovation for each client's needs. By customizing solutions for our clients, we drive improvements and efficiencies through innovation in all areas of our business. We pursue fresh ideas, „out of the box‟ thinking and approaches and do not allow past results to dictate future outcomes. Quality Performance – At the heart of our business is our ability to drive world-class results and deliver a top quality experience on behalf of our client‟s brand. We do this by defining expectations with our clients from the start of a program, holding ourselves accountable, selecting the right people to meet and compliment each client's program goals and objectives and manage results to achieve both performance and quality goals. Culture – Sound Telecom fosters an entrepreneurial environment and corporate culture among our employees that encourages a strong sense of pride and a passion about representing their brand, positively impacting results and making a difference! Integrity – We conduct each of our client's relationships and programs from a perspective of partnership and full disclosure. We hold ourselves to the highest ethical standards! Teamwork – We have a terrific team at Sound Telecom! In an environment of open and honest communication, everyone adds value to the team and their program while creating opportunities for growth for themselves. We value diversity, honor our commitments and deliver what we promise.
  19. 19. Will I get lost in the shuffle? Can they handle my spikes? Is there anyone that can help? The FUD Factor!!! Is my business large enough to fit here? Will they expect me to be an expert? Tier 1 Centers Large Companies Global Reach COPC & Six Sigma Methodology 500 + Work Stations Per Program Rigid Formatting Requirements Tier 2 Centers Medium-Sized Companies Growing Global Footprint Regional Strengths COPC & Six Sigma Methodology 200 + Work Stations Per Program Tier 3 Centers Small to Mid-Sized Companies Niche Offerings / Best Practices Services Complementary to Own Offerings 25 + Work Stations Per Program Tier 4 Centers Wide and Varied Group Specialty Driven Hard To Classify Choosing the right service partner is often filled with FEAR, UNCERTAINTY and DOUBT!
  20. 20. Sound Telecom truly fills a gap in the Market Place! Size is NOT a factor for us! We will work with you to customize a solution! We understand! Sound Telecom is the answer!
  21. 21. Thank You! www.sound-tele.com Sound Telecom | 800-557-1550 | PO Box 80243 | Seattle, WA 98108

×