International Pan
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Transcript of International Pan
Contact Info: Michael Bolognese Office: 516‐858‐2090 Cell: 516‐233‐6255 E‐mail: [email protected]
Most of our clients decided to outsource for two main reasons. They are looking to either save money, improve customer satisfaction or in many cases‐both. Outsourcing is a great way to conserve resources in today’s competitive environment. Customers demand exceptional service but they don’t want to pay more for it. Once you factor labor, benefits, attrition, facility & technology, the average cost per seat per shift can approach $47,000 (source‐Trammell Crow, as reporting in Call Center Magazine 5‐05). After investing that much money, how is your ROI? Many believe that there is much left to be desired. Our staff is professional, well educated and motivated. And best of all, representing your interests provides a great source of income to provide for their family. What does this mean to you – happy, satisfied agents work harder and are more reactive to your needs than one who view their position as a temporary, entry level stepping stone.
INTERNATIONAL PAN‐Proprietary & Confidential Material
Our goals and tradition is to provide exceptional customer service, create a rewarding and nurturing environment for our employees, and offer a value added solution to our clients. Our mission is to provide excellent quality communications, leads and/or data for our customers while not only protecting but also enhancing our customer’s image in the eyes of those people we are contacting. It is our goal to provide a better quality of life for our employees by offering the opportunity for personal and professional growth. Finally, we strive to provide a fair return to our investors.
INTERNATIONAL PAN‐Proprietary & Confidential Material
International Pan… where great people and innovative technology combine to bring you the best in call center services. Inbound and outbound call center services, order taking, customer service and interpretation services. How can we help you? It’s not just a question, it is our philosophy and the cornerstone of everything we do. Since we started, our vision has been to continually find new and better ways to help our clients “make profitable connections with their customers.” Our professionally trained & highly skilled call center agents maintaining proactive approach and deliver outstanding customer service. The proficiency of our team makes us an excellent choice to help you manage your business.
INTERNATIONAL PAN‐Proprietary & Confidential Material
You will find our staff responsive, reliable and innovative. Our turnover is low and our morale is high. A difference that you and your customers will appreciate. International Pan’s business model is based on human interaction, combined with state‐of‐art hardware and software applications. We seek to employ professional people and to turn raw data into meaningful, real‐time information at a very customer‐friendly level. We assure every client we partner with has a complete satisfaction. We focus on every factor or our client relationship, such as company philosophy, employee qualifications, information technology training, quality control, documentation, and information process flow. Envision our services propelling your sales to new heights & boosting revenues many folds.
INTERNATIONAL PAN‐Proprietary & Confidential Material
cont’d.
We help companies respond to customer inquiries quickly, leveraging the internet, but still adding a human touch. We combine customer service with elements of marketing and sales, turning every customer interaction into an opportunity to maximize the lifetime value of that customer. As a result, we help build profitable long‐term relationship. We have extensively trained & certified support staff that are trained in soft skills for high quality support. We tailor‐fit our services to suit your requirements. We are dedicated to finding precise solution for your customers & deliver first contact resolution. We ensure visible growth in sales, customer loyalty and client base with ever shortening sales cycle. Our ability to deliver in record time makes us an ideal choice to help you with your outsourcing needs and consequently, contribute to the success of your business.
INTERNATIONAL PAN‐Proprietary & Confidential Material
cont’d.
INTERNATIONAL PAN‐Proprietary & Confidential Material
Company Name International Pan
Company Address 3018 Mullingar Walk, Missouri City, TX 77459
EIN 11‐3807849
Phone 1 866 819‐6210
Fax 877‐308‐6348
Primary Address Torre Generali, vía Brasil y Calle 50 Panama City, Panama
Primary Contact Michael Bolognese
Email Address [email protected]
Web Address http://www.internationalpan.com
U.S. Owned & Operated Yes
INTERNATIONAL PAN‐Proprietary & Confidential Material
Capacity
Current Total Stations 420
Current Availability 27%
Additional Availability 150 ( available as needed; approximate 30‐day lead time)
Long Term Availability 700+
INTERNATIONAL PAN‐Proprietary & Confidential Material
Technology
Routers All Cisco routers, firewall & switches
Predictive Dialer TouchStar Software & Inexus
Call Center Software TouchStar Software & Inexus 2 Call Center Solutions
Internet 100% Fiber Optics from Verizon (10Mb) w/Centennial T1 backup
Power Supply Business compound has backup generators, could run for months
UPS Instant on, keeps systems operational until generator starts
Remote Call Monitor Unlimited real time agent monitoring via Internet access
ADVANTAGE: Near‐Shore Our staff is very familiar with “the American Way,” including weather, sports & current events. Often call centers in Asia are all too easy to identify due to cultural boundaries. Our operators enjoy seamless interactions with customers located in the United States.
Plus, considering a short flight and the resort climate, you won’t have to twist any arms for sending your team on this business trip!
Most importantly, the Panamanian government has created an exceptionally favorable environment for international business.
INTERNATIONAL PAN‐Proprietary & Confidential Material
ADVANTAGE: People Our quality initiative is designed to keep project running smoothly and our clients happy. Quality Assurance – Our QA department personnel is a group of seasoned veterans in the contact center industry. They monitor live calls from the floor in real‐time and score each representative on a number of client‐defined factors. Since each call we make or take is digitally recorded, they can review and score representatives based on a history of calls. Our process dictates that scores are sent directly to supervisors within minutes of each call to highlight both skills and opportunities for improvement. Our supervisors are trained to provide real‐time coaching so those issues are addressed within minutes ‐ not days. The fastest growing segment in American business is found within Hispanic Consumers. Hispanic buying power is increasing at a rate of 118% and currently is rated at $630 billion dollars. Our government reports that over 12.5% of our population is Hispanic of Latino. Considering that huge opportunity, wouldn’t it make sense to make those customers as comfortable as possible? Our agents are fluent in English & Spanish. Our clients agree that this has been a huge advantage in providing exceptional customer service and closing more sales.
INTERNATIONAL PAN‐Proprietary & Confidential Material
ADVANTAGE: Technology Whether it’s our High‐Tech servers or fully web‐enabled seats, we are committed to utilizing the best technology available to serve our client’s needs. International Pan focuses on utilizing the best technology available to serve our client’s needs. International Pan focuses on utilizing technology specifically as a tool to enable a powerful customer interaction environment. Although technology plays an important role in an effective model, we realize that it should not exceed solid human interaction. We utilize a strategic balance of technology and human communications to ensure strong results. We strive to become a powerful “behind the scenes” partner with each and every client. Our software packages include an advanced predictive dialer, a workforce management solution, real‐time digital monitoring and recording and real‐time quality coaching.
INTERNATIONAL PAN‐Proprietary & Confidential Material
Great Customer Experience Reliability Affordable Quality Facility Location, Location, Location
INTERNATIONAL PAN‐Proprietary & Confidential Material
Human Resource Management Project Management Operations Management Technology/IT Practices
INTERNATIONAL PAN‐Proprietary & Confidential Material
Selection of Internal Trainers from existing agent pool
Train‐the Trainer program conducted for the new trainers
Passive Participation in training for one month 2 trainer team to handle each room Group size limited to 10 per room Allocation of modules to trainers based on
primary & secondary skill sets Training team performance analyzed using
group performance Feedback from trainees collected and utilized
for training process improvement Internal Development Plans (IDP) & Key Focus
Areas (KFA) developed for trainers
INTERNATIONAL PAN‐Proprietary & Confidential Material
INTERNATIONAL PAN‐Proprietary & Confidential Material
Recruiting Source: Campus/Adverts/Web apps/Consultants/
Walk‐ins
Team Skills/Communication Skills/
Listening Skills
Attitude/Aptitude Personality Profile Experience Profile
Listening Skills Understanding/Analytical Skills
Voice Quality/Basic People Skills
Group Discussion
English Comprehension/Numerical Ability One‐On‐One
Development of mock calling process for both inbound & outbound programs
Quality Monitoring – preprocess and process training Extended OJT aimed at improving process effectiveness program‐wide
INTERNATIONAL PAN‐Proprietary & Confidential Material
INTERNATIONAL PAN‐Proprietary & Confidential Material
Transition Framework
Ongoing Operations Ongoing Operations Post Implementation Review Project Management
Service Delivery Offshore Transition
Stabilize Operations Build Phase Test Phase Rollout
Project Planning Project Definition
Set Up Operations Planning Phase Business Analysis Phase Design Phase
Our Goal: “Meticulous planning, innovative approach, diligent Performance Management to ensure 100% adherence to SLAs and continuous process improvement for exceeding customer expectations.” Operational Performance Performance Measurement Reporting & Deliverables
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Aligning individual & team goals with operational SLAs
Strategic Account Management Team Selection and profiling of the most suitable reps On‐the‐Job training, building up of mentor ‐ agent relationships
Periodic review meetings Communication of performance highlights, achievements, accomplishments to stakeholders
INTERNATIONAL PAN‐Proprietary & Confidential Material
Periodic performance tracking Regular coaching sessions; cycle feedback Transitional process monitoring"
Side‐by‐side monitoring Side jack monitoring On‐the‐floor simulation Blind/remote monitoring Peer monitoring
Peer feedback sessions One‐on‐one coaching sessions Key focus areas
Soft skills Product specs Compliance/regulatory issues
INTERNATIONAL PAN‐Proprietary & Confidential Material
① Receipt and communication of data through encrypted formats namely PGF/Secured ftp.
② Creation of secured transmission protocols namely ftp, etc.,
③ Disaster Recovery: Periodic back‐up of data/voice to equip for contingency situations
④ Creation of user definitions, policy and restriction measures to arrest unauthorized entry or accessibility
⑤ Installation of firewall mechanism to eliminate/block unsolicited entry into network
INTERNATIONAL PAN‐Proprietary & Confidential Material
24/7 support services Application development and deployment Firewall located on all networks Internal Help Desk Resolution/escalation procedures based on severity Multi‐Dimensional reporting capabilities
INTERNATIONAL PAN‐Proprietary & Confidential Material
In addition to the information security measures, International Pan also adheres to the following legal and regulatory requirements:
Telemarketing and Consumer Fraud and Abuse Prevention Act, 1994 The Federal Trade Commission Act, 1914 The DO NOT CALL Regulation Gramm‐Leach Bliley Act Compliance with client contractual requirements
INTERNATIONAL PAN‐Proprietary & Confidential Material
INTERNATIONAL PAN‐Proprietary & Confidential Material