Golden Gate BPO Solutions Overview

Golden Gate BPO SolutionsOutsourcing Redefined

Business Overview

What We Do

• Global multichannel outsourced contact

center solutions

• Delivery though our certified operating

partners / consortium

• Client services and operational oversight

Copyright 2017 - Golden Gate BPO Solutions2

Outsourced Contact Center

Provider

What We Strive To Accomplish For Our Clients

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

3Copyright 2017 - Golden Gate BPO Solutions

Our Key Differentiators

ExperienceTeam of high-growth global contact center executives that evolved from value provider to commodity delivery and lower margins

Niche FocusRecognized that smaller niche outsourcers were capable of delivering high value customized solutions with higher and sustainable margins

OpportunityIdentified deficiency in opportunities for smaller niche outsourcers due to lack of brand awareness in marketplace and limited vertical and/or service capabilities experience

NecessityLack of consultative business development professionals who are effective and business-oriented in our industry


Our Core Beliefs – Engagement With Our Clients

ResourceOur advice, assistance and guidance must be grounded in placing our clients’ needs first

UnderstandingWe must understand our clients’ business and needs so we can engage as a value added partner and true extension of their team and company

PerspectivesWe must share our perspective and ideas with our clients based on the experience we have gained through our own successes and failures

RelationshipsOur commitment to people and forging life long relationships is paramount to everything we do and everyone we work with


Our Core Beliefs – Engagement With Our Clients’ Customers

1. Delivering a great customer experience should be at the center of each and every customer interaction.

2. We must possess a relentless commitment to operational excellence and culture of continuous improvement.

3. A customer centric strategy and long term thinking results in customer loyalty and long-term customer relationships.

4. 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.


Outsourced Contact Center Choices For Clients


Large Company

Global Brand

Global Reach

Category Killer

Rigid Best Practices

500+ WS Per Program

Medium-Sized

Regional Brand

Building Global Reach

Building Vertical Experience

Best Practices Framework

200-500 WS Per Program

Small to Mid-Sized Company

Limited Brand Awareness

Limited Vertical Experience

Niche Service Offerings/Best Practices

<200 WS Per Program

Standardization / Commodity

Customization / High Quality

Our Current Global Footprint, And Growing


North Bergen, NJMontoursville, PA

Trout Run, PAAltoona, PADubuque, IA

Platteville, WIMiami, FL

Phoenix, AZBemidji, MN

US – 9 Locations

Clark Economic Zone

Coimbatore

Mumbai

Bangalore

Belize City

Belize – 2 Locations

Jamaica – 1 Location

Montego Bay

Dominican Republic2 Locations

Santiago

Santo Domingo

India – 3 Locations

Philippines– 1 Location

Our Partner Network


Synergy -USA

UNO Inc. –DR

Call Center Pros - DR

NETCAST BPO -

Philippines

Cipher Alliance -

USA

Transparent BPO – Belize

American Customer Care - USA

NICE –Jamaica

KGiSL - India

What Leads Us To Our Operating Partners


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 Judgement – Does Not Overcommit

Country / Region has Favorable Business

and Legal Environment

Mature and Top Operator within Country / Region

Financial StrengthAbility to Expand /

Scale

Desire for Success and Growth within

the Country / Region

Golden Gate BPO Solutions – Entering New Markets


Golden Gate BPO Enters Belize in January 2014

What Services We Provide Our Clients


• Sales & promotions to existing customers

• Loyalty marketing and service

• Affinity marketing services

• New product launch sales & support

• Customer save channel support

• Direct response sales and 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 and promotions

• Market research

• Lead generation

• New customer acquisition

• Cross-sell and up-sell

Grow

• Data analytics

• Brand awareness services

• Concept and product testing

• Quality monitoring and recording

• BPO and back-office solutions (non-essential functions)

Optimize

Complete Customer Life Cycle Solutions – Multichannel Delivery

Expansive Industry And Subject Matter Experience


Cable, MSO and Satellite

Consumer Electronics

Ecommerce / Internet

Education / Online Education

Financial Services

Healthcare / Pharmacy

Insurance and Warranty

Media and DRTV

Retail and Consumer Goods

Technology

Telecommunications

Transportation / Logistics / Auto

Travel

Utilities / Energy

Successful Outsourcing Requires Subject Matter and Operating Expertise

How We Support Our Operating Partners And Clients


• Extension of our Executive and Management Team• Global & Vertical Operating Experience• Tenured in the Area of Process Improvement

Operating Partner

Leadership & Management

Golden Gate BPO Solutions Leadership & Management

Client Support

• President / CEO• COO / VP – GM Operations• Client Services• Program Manager

• CEO / Managing Partner• SVP / Managing Director –

Process Improvement and Client Experience


Understand Client

Business

Determine Client Needs

Tailored Scope of Work

Operationalize

How We Execute For Our Clients And Operating Partners

Delivering Best-in-Class Outsourced Solutions

• Business / operations consulting vs. business development

• Business consultant and regional operational management team(s) collaboration and

communications with client

• Client’s new contact center operation and team is launched

• Post launch operations – keep the honeymoon going and celebrate the anniversaries

Delivering the Right Services


Human Resources

• Hiring

• Recruiting

• Retention

Training

• Initial

• Ongoing

• Refresher

• Skills Enhancement

• Career Enhancement

Quality Assurance

• Monitoring

• Feedback

• Coaching Behaviors

• Ratios

Operations

• Account Management

• Process

• Communication

• Calibration

IT, Telephony and Infrastructure

• Hardware

• Software

• Application Design

• Scalability

• Redundancy

• Security

We are consultative in our approach and knowledgeable about the processes needed to help businesses run more productively and efficiently.

Strategic Execution – Customized And Localized


Cost – HCLM, MCLM and LCLM

Economies and Efficiencies

Wireless, Telecom, Retail, Internet/E-Commerce, Cable, Financial Services, Catalog, DRTV, Insurance, Collections, Energy, Utilities, Healthcare, and more

Vertical Expertise in Every

Geography

Advanced Data Reporting and Analytics ServicesData Analysis

State-of-the-Art Resource Planning Tools

Workforce Management

Operating Partner Detail

• American Customer Care (ACC)• North Bergen, NJ

• Montoursville, PA

• Trout Run, PA

• Altoona, PA

• Dubuque, IA

• Platteville, WI

• Synergy Solutions• Phoenix, AZ

• Bemidji, MN

• Cipher Alliance• Miami, FL


• Transparent BPO• Belize City, Belize

• KGiSL• Coimbatore, India

• UNO, Inc.• Santiago, Dominican Republic

• Call Center Pros• Santo Domingo, Dominican Republic

• Netcast BPO• Clark Economic Zone, The Philippines

Positive Customer Service = Long Term Benefits


Customer SituationRe-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, Purdue University

We Provide Value As A Partner


• We can deliver moments of exceptional customer service

• Our culture of empowered employees does support “wow” moments

• We understand when your customers are happy, our clients’ business

grows

• We will promote a culture of living the brand

• We want to turn your complaints or customer touch points into

opportunities

Discussion, Questions

& Next Steps

For More Information Contact:

Stephen Ferber

CEO & Managing Partner

Phone: 954-385-4977

Email: [email protected]

Golden Gate BPO Solutions Overview

Business

Transcript of Golden Gate BPO Solutions Overview