Date post: | 15-Apr-2017 |
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Business |
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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
Delivering a great customer experience should be at the center of each and every customer interaction
We must possess a relentless commitment to operational excellence and culture of continuous improvement
A customer centric strategy and long term thinking results in customer loyalty and long-term customer relationships
We must possess a relentless commitment to innovation and invention – continuously adapt technology, tools and skills that allow
us to engage with a customer through their preferred channel
Resource
•Our advice, assistance and guidance must be grounded in placing our clients’ needs first
Understanding
•We must understand our clients’ business and needs so we can engage as a value added partner and true extension of their team and company
Perspective
•We must share our perspective and ideas with our clients based on the experience we have gained through our own successes and failures
Relationships
•Our commitment to people and forging life long relationships is paramount to everything we do and everyone we work with
Tier 3 Outsourced Providers
Small to Mid-Sized
Company
Limited Brand Awareness
Limited Vertical
Experience
Niche Service Offerings/Best
Practices
<200 WS Per Program
Tier 2 Outsourced Providers
Medium-Sized
Regional Brand
Building Global Reach
Building Vertical
Experience
Best Practices
Framework
200-500 WS Per
Program
Tier 1 Outsourced Providers
Large Company
Global Brand
Global Reach
Category Killer
Rigid Best Practices
500+ WS Per
Program
OUTSOURCED CONTACT CENTER CHOICES FOR CLIENTS
Standardization/
Commodity
Customization/
High Quality
7 Locations
USA
2 Locations
Dominican Republic
2 Locations
Belize
• Ada, OK
• Atlantic City, NJ
• Bemidji, MN
• Fort Lauderdale, FL
• Miami, FL
• Phoenix, AZ
• Scottsdale, AZ
• Belize City
• Santiago
• Santo Domingo
1 Location
Philippines
• Clark Economic Zone
Complete Customer Life Cycle Solutions – Multichannel Delivery
•Sales & Promotions to Existing Customers
•Loyalty Marketing & Service
•Affinity Marketing Services
•New Product Launch Sales & Support
•Customer Save Channel Support
•Direct Response Sales & Support
•Social Media Contact Management
Acquire
•Customer Care
•Technical Support
•Help Desk
•Web-Based Solutions
•Account Servicing
•Collections
•BPO Back-Office Solutions (Essential Functions)
•Save and Retention Channel
Retain
•Sales & Promotions
•Market Research
•Lead Generation
•New Customer Acquisition
•Cross-Sell/Up-Sell
Grow
•Data Analytics
•Brand Awareness Services
•Concept & Product Testing
•Quality Monitoring & Recording
•BPO & Back-Office Solutions (Non-Essential Functions)
Optimize
Cable, MSO and Satellite
Consumer Electronics
Ecommerce/Internet
Education/Online Education
Successful Outsourcing Requires Subject Matter and Operating Expertise
Financial Services
Healthcare/Pharmacy
Insurance and Warranty
Media and DRTV
Retail and Consumer Goods
Technology
Telecommunications
Transportation/Logistics/ Auto
Travel
Utilities/Energy
Country/Region has Favorable
Business and Legal Environment
Mature and Top Operator within Country/Region
Financial Strength Ability to
Expand/Scale
Desire for Success and Growth within
the Country/Region
Philosophy
Commitment to Excellence in
Service
Belief
Shared Core Beliefs – Client and
Customer
Attitude
Each Client is the Most Important
Transparency
Realization of Who We are and Who
We Are Not
Trust
Sound Business Judgment – Does Not Overcommit
If You Aren’t Willing to Fight
for What You Believe in Then
Don’t Even Enter the Ring
Five Personal Characteristics
of a Truly Consultative Sales
Person
•
•
•
•
Understand Client Business
Determine Client Needs
Scope of Work
Operationalize
We want to be your partner, advisor, and cheerleader.
• We Can Deliver Moments of Exceptional Customer Service
• Our Culture of Empowered Employees does Support “Wow” Moments that
create an awesome Customer Experience
• We Understand when Your Customers are Happy, their Business Grows
• We Will Promote a Culture of Living the Brand
• We Want to Turn Your Complaints or Customer Touch Points into
Opportunities
Customer Situation Re-Purchase
Probability
Purchased product and you had no problems
Product had problems and you had a poor customer service experience
Product had problems and you had a positive customer service experience
78%
32%
89%
Source : Benchmark Portal Inc. / Purdue University