Golden Gate BPO Solutions Outsourcing Redefined Business Overview
What We Do
• Global multichannel outsourced contact
center solutions
• Delivery though our certified operating
partners / consortium
• Client services and operational oversight
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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
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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
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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
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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.
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Outsourced Contact Center Choices For Clients
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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
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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
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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
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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
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Golden Gate BPO Enters Belize in January 2014
What Services We Provide Our Clients
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• 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
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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
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• 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
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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
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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
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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
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• 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
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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
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• 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]