ggbpo partner overview - synergy solutions

Prepared for

Golden Gate BPO SolutionsUnited States / Phoenix, Arizona

Synergy Solutions

Business Overview

WHAT WE DO

2Copyright 2017 - 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

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

Copyright 2017 - Golden Gate BPO Solutions 3

WHAT WE STRIVE TO ACCOMPLISH FOR OUR CLIENTS

A Snapshot of our U.S. Partner


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


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

Benefits andDifferentiators of our

U.S. Partner


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


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


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

TRAINING BEST PRACTICES

Copyright 2017 - Golden Gate BPO Solutions

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Training Workshops / Continuing Education

Soft Skills Training Coaching to QualityProducts and Skills

Refresher / EnhancerManagement 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

QUALITY ASSURANCE BEST PRACTICES


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Tested and Proven Quality Assurance Monitoring Procedures

Random QA Audits Regularly Scheduled QA Audits Immediate Coaching / FeedbackEffective 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

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

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

(888) 510-8368

www.goldengatebpo.com

Outsourcing Redefined

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