http://www.goldengatebpo.com/

http://www.goldengatebpo.com/

http://www.goldengatebpo.com/

http://www.goldengatebpo.com/

http://www.goldengatebpo.com/

http://www.goldengatebpo.com/

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