delivering the guru experience€¦ · a full suite of inbound customer management solutions...
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Delivering the Guru ExperienceThe Office Gurus Executive Summary • June 2018
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One passion. Delivered with proven experience and expertise.
About The Office Gurus
Founded in 2005 and headquartered in Seminole, Florida, we have one focus:
Innovative and Tailored Customer Experience SolutionsDelivered as a transparent extension of our client’s organizations and through a unique operating model that ensures world-class service delivery and profitable outcomes.
2017 Employee Growth
95%
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• Wholly-owned subsidiary of Superior Group of Companies, NASDAQ Corporation
• A flat organizational model ensuring optimized communications and support
• PCI, HIPAA, TCPA, TSR and DNC compliant
• Multi-lingual omni-channel support offerings
• An experienced management team and dedicated agent model
About The Office Gurus
Solutions you can trust.Support that will keep your customers happy.
5-Year Compound Annual
Growth
41%
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ATL
2H 26M
2H 26M
2H 26M
IAH
MIA
2H 26M
2H 26M2H
26M
2H 26
M
2H 26M
1H
Guru LocationsEl Salvador • Belize • USA
El Salvador
Belize
Florida
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ATL
2H 26M
2H 26M
2H 26M
IAH
MIA
2H 26M
2H 26M
2H 26M
2H 26
M
2H 26M
1H
El Salvador
Belize
Florida
El Salvador • Belize • USA
Guru Locations
El Salvador Location
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A full suite of inbound customer management solutions including Customer Care, Technical Support, Reception and Order Entry.
Inbound Gurus Solutions
ACDTurn-key robust cloud-based solution
SupportBlended environment with voice, email, chat and SMS
PerformanceJust-in-time, real time and historical adherence, quality and KPI management
Additional OfferingsSpeech analytics, knowledge base, LMS and WFM
CompliancePCI, information security and client specific compliance training delivered to all staff
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Outbound Guru SolutionsAn array of outbound customer management solutions including Lead Generation, Appointment Setting, Customer Acquisition, Retention, Win Back and Data Hygiene.
Compliance• TCPA• DNC• PCI
Technology• Speech Analytics• LMS and knowledge base• Predictive Dialer• TCPA Compliant Solution
Analytics• Disposition Data• Speech Analytics• Sales and Acquisition Process Analysis
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Guru Capabilities & Experience
Workforce Management Scheduling Optimization
Speech analyticsReal time logic-based cloud routing
Drag and drop custom IVR builderProprietary quality assurance suite
CRM data visible to production floor
RTA and Historical Compliance
DID and ANI driven script and KB pushes
Warm TransfersProspecting Lead Qualification
Post call follow up
Education
Home ServicesE-CommerceLegal
Food Service
Retail and CatalogSatellite TV
Cable/MSO
Wireless TelecomTechnology Publishing
Promotional ProductsHome Services
Industrial Supplies Home Warranty
Real Estate TravelHealthcare
Energy
Financial Services
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CX Support Solutions360° Customer Care Support
• Order Taking• Crisis Management• Issue Resolution• Welcome Calls• Dispatch• Upsell/Cross-Sell• Account Verification• Bill/Payment Information• Reservation Creation• Subscription Services• Warranty Support• Issue Related Triage• Product Information• Scheduling
Pre & Post Sales Support
• Sales Support• Inbound Sales• Outbound Sales• Lead Generation• Appointment Setting• Win-Back• Account Management• Subscription Renewal• Data Hygiene• Market Research• Lead Qualification
and Warm Transfers• Upsell/Cross-Sell
Level 1 & 2 Technical
Support & Help Desk
• Troubleshooting• Hardware Support• Software Support• Internet Support• PC/Server Support• Upsell/Cross-Sell• Warranty• Post Warranty• Password Resets
Back Office Support
• Account Payable & Cash Application
• Order Entry• Quality Assurance• WWFM and Forecasting• Image Processing
(eFax, email, fax)• Logistics Services• Custom Application
Software Development Solutions
• Web Design Services• Customer Data
Management• Social Media Monitoring
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Our Client Solutions & Operations support structure is designed to ensure constant communication and continuous improvement. The TOG Client Solutions Manager serves as the account manager facilitating the client partnership while ensuring performance goals are met and exceeded.
Business Critical Support Roles
CLIENT LOGO IN THE CENTER
Operations Site Director
VP of Client Solutions/Operations
Client Solutions Manager
Sr. Manager of Client Solutions
Agent
OperationsManager
Supervisor
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The Guru Operational Framework
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We understand that great experiences begin with great people. Our selection process ensures candidates are a right fit for us as well as our clients’ support programs.
Gurus Selection Process
Initial English Communication Evaluation
Company Branding and Pre-Qualification
Company OverviewBehavioral Interview Questions
Expectation SettingAssessing Job and Culture Fit
Conversational SkillsWillingness to Accept
Feedback and Apply Coaching
English FluencyGrammar & Comprehension
Required Skills Testing
OperationsClient Solutions Manager
TOG welcomes our clients to be involved in the process
Percent of our near shore agents that either grew up or spend a significant amount of
time in the United States.
65%
Phone Interviews
Face-to-Face
InterviewsScript
RehearsalJob-Related
AssessmentsFinal
Interviews3rd Party Testing
Background CheckOnsite Drug Test
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Agent Retention Strategies
Increase in tenure since instituting these programs.
XX%
FunCompany events, contests, on-site cafeteria, break room with games, holiday parties and Internet kiosks.
BenefitsBenefits package including both health and life insurance and retirement plan.
EmpowermentAgent involvement creating non-linear contributors.
CompensationHigher employee wages than local contact center labor market.
CommunityComprehensive social responsibility program in each country.
OpportunitiesClearly communicated career path and company provided training.
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Knowledge Management and Continuous Improvement Throughout All Points of the Agent Lifecycle
Agent Lifecycle Management
Greet and SeekExpose and DisposeActive CoachingReturn and Confirm
Client ResidualCompliance Residual TrainingSystems Residual TrainingStrategy Residual Training
Designated Nesting Period Area
Live MonitoringReal-Time Feedback
OrientationClient Branding
Strategy TrainingProduct TrainingSystem Training
Compliance Training
New Hire Training
Nesting Period
Production Agent
Ongoing Training
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Guru Case Study: Meal Kit DeliveryOpportunity StatementTOG was selected and awarded a pilot program. The initial “proof of concept” of 5 agents has now grown to over 150 outsourced agents at TOG, across several lines of business.
The Guru Solution• Transferred tribal knowledge and best
practices to exceed goals• A customized outsourcing solution –
no cookie cutter• Uncovered new revenue opportunities
and customer contact channels• Scripting, training and quality modules
to maximize customer experience• Universal agent queues to effectively
manage call volume bursts
Key Outcomes • Increased sales conversion and
reduced cost-to-acquire• Reduced overall operating costs
with our domestic/nearshore sites• Provided scalability, flexibility and
subject matter expertise• Business continuity and risk
mitigation
of customer activation costs
173% Reduction
on customer service costs
50% Savings
sales conversion and reduced cost to acquire
Increased XX%
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Your Guru Solution
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Implementation & Timeline
RecruitingUsing customer specific agent profiles, The Office Gurus will deploy its proprietary recruiting model to properly identify, assess and staff the your team with Brand Ambassadors that meet your brand’s unique profile.
DefineWe believe that a close working relationship with constant communication is extremely important throughout implementation and the life of the partnership. Your Client Solutions Manager will ensure that we have a clear understanding of goals, objectives, key metrics and IT platform so that our agents can truly work as an extension of your organization.
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BuildOur IT team will customize our blended platform to meet your expectations and create a seamless transition into our organization. Your assigned team of Brand Ambassadors will utilize state-of-the-art technology and receive world-class training in order to work as efficiently as possible in an effort to provide a cost-effective, quality-driven end product.
TestingYour Client Solutions Manager will coordinate IT testing with an assigned stakeholder to ensure all software integration is working properly (e.g. Salesforce screen pops), data transfer is operational and accurate, reporting format and delivery meets expectations and dialer settings are correct and functioning properly.
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Deployment: El Salvador
June 1Business Awarded
June 4Implementation
Discovery Sessions Begin
June 11Recruiting
Begins
June 25Wave #1 New Hire
Training Begins
June 18-29Tech End to End Testing
July 2Wave #1 in Production
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Looking Forward
The Outlook• Inbound Program Launch by Q4 2018
• Ramp to 150 Agents by Feb 2019
Next Steps• NDA Signed & MSA Review
• Define Requirements
• Brand Alignment
• Recruiting
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For More Information
Call 888-847-7422
Thank You
Visit theofficegurus.com
Email [email protected]
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Guru Location: El Salvador
The Office Gurus Locations: El Salvador • Belize • USA
The People• Salvadorans are famous for
being extremely friendly, warm and hospitable
• Cultural affinity to USA culture• Known for having one of the
most neutral accents in Latin America for both English and Spanish
• Well educated – 150K students enrolled in advanced university and/or technical education programs
Location• Close proximity to USA• Several flights from
Minneapolis on American, Delta and United
• Population: 6.34MM• 2.5MM Salvadorans live
in the U.S.• One of the worlds most
popular surfing destinations
Infrastructure and Facility• Democratically-elected
government• Highly-developed telecom • Stable and deregulated
energy infrastructure• The dollar is the national
currency• Capacity: 1200 Seats
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Guru Location: Belize
The Office Gurus Locations: Belize • USA • El Salvador
The People• Only country in Central
America where English is the first language
• Cultural affinity to USA culture• About 40% of population
speaks Spanish as a 2nd language
• Well educated agent pool looking for long-term careers
Location• Close proximity to USA• Less than a 2 hour flight
from Miami with direct flights from several major hubs
• Prime tourist / retirement location
Infrastructure and Facility• Democratically-elected
governments• Modern telecom
infrastructure• Stable currency – fixed 2:1
against the U.S. dollar• Capacity: XX Seats
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Guru Location: Seminole, Florida
The Office Gurus Locations: USA • Belize • El Salvador
The People• Population of approx. 18,000
and only 15 miles away from St. Petersburg
• Two University of South Florida college campuses in the area
• Bi-lingual Population
Location• Less than 30 mins from Tampa
International Airport• Metropolitan area includes
Tampa, St Petersburg and Clearwater all of which surround Tampa Bay
• Known for its watersports, parks, and proximity to popular tourist attractions
Infrastructure and Facility• Fully Redundant
Infrastructure• Contact center located in
corporate headquarters• Capacity: 250+ Seats