Front office services from SuperSeva

Managed Front Office Services

5/21/12 www.superseva.com

  ConsequencesofanunprofessionallymanagedFrontOffice

  Scenarios  Whyitissoimportant  Whatweoffer  Ourprocess

Topics


  Imagine phone lines ringing, lights blinking, co‐workers asking questions and here comes acustomer.........How does the person manning thefrontdeskofyourofficeorbusinesshandle severalpeople simultaneously with professionalism andpoise?

Whatmessagedoesyourcustomerreceive‐Oneofchaosoroneofprofessionalism?

Chaos or Professionalism


Withinthefirst3secondsofanewencounter,youare

evaluated…?evenifitisjustaglance

Did you know that…


• The ability to communicate effectively with a wide

range of people

• Excellent communication skills

• Ability to deal effectively with telephone calls

• Good keyboard skills

• Ability to work with diversity

• Understand the necessity for confidentiality

• Understand the role of teamwork in providing

quality service

Essential Characteristics of a Front Office Professional


  First point of interaction

  Two most important interactive entry points ▪  The Receptionist ▪  The Front Office space

  Each of these provides the opportunity to leave a positive imprint on the minds of customers

  Projects the organization's image and

culture

Why Front Office is so vital?


How many times have you….   received indifferent treatment   had to deal with an unprofessional attitude

You’ve actually received the type of treatment

that made you feel terrific… Or, the type of treatment that made you want to

continue doing business with the company

It's pretty rare, when…..

An unprofessional, cold reception…


•  Expected processes not met with efficiently •  Stringent deliverables often neglected •  Visitors not greeted with warmth •  Phone calls not routed properly •  Poor response to enquiries •  Visitors not directed correctly •  Wrong messages taken down •  Appointments messed up •  Unsorted mails, unsent messages •  Process owners under pressure from the

organisation

Consequences…


A cold, unprofessional front office : sending a wrong

message of the philosophy of the company as well as

loweringtheefficiencyoftheentireorganization

Hence…anUnprofessionalFrontOffice

This results in…


Recruit their own receptionists

• Cannot be sure of seamless performance • Absenteeism and resignation will be a regular issue • Career growth for the employee has to be planned and provided

Handling through a Security agency

Negating the very principle of A warm , hearty reception being the first face of your company

Traditionally, two ways of handling the function


  Organisations do not have the

required bandwidth to monitor the function 9/5.

  Lacks expertise in   Training   Grooming   Providing Career progression

which most organisations fall short of.

Front Office is a non-core function


  The best way to handle this would be to outsource this critical function to an expert

For this, you can rely on

Hence…


  Greet visitors   Handle phone calls   Route phone calls   Respond to enquiries   Monitor visitor access   Take messages   Book/cancel appointments   Sort mail   Make fax transmittals   Handle deliveries … and many more tasks, with great aplomb

Our Front Office Executive would…


  This is not manpower outsourcing, which

doesn’t stand for quality of service.

  We manage your Front Office Function

based on SLAs.

  We will be accountable for an efficient

functioning of your Front office at all times.

  Quality of service always ensured.

How is our Service different?


  Every Receptionist Dresses in proper , professional attire Demonstrates:-

  A professional personal appearance   A Positive attitude   Self confidence   Telephone courtesy   Professionalism in welcoming visitors   Thus enhances the organization's image   Understands the components of customer service and

satisfaction

SuperSeva Offering


Greet visitors Visitors greeted with warmth

Handle phone calls Phone calls taken within 3 rings

Route phone calls Phone calls always routed to the right person

Respond to enquiries Always correct responses to enquiries

Monitor visitor access Visitors assisted with total care

Take messages Always correct responses to enquiries

Book/cancel appointments Visitors assisted with total care

Sort mail Messages noted perfectly

Make fax transmittals Appointments made with perfection

Handle deliveries Mails dispatched correctly

Visitor Management


Every Receptionist is trained and provided with exactly the same skills so that at all times, work at your front office is completed seamlessly.

•  Commitment to a defined service level •  Skill based training provided by the best in the

industry •  Near-zero downtime - Front office being handled

almost at all times •  Attrition management •  Absenteeism: Equally efficient back-up pool of

resources

Don’t worry about interviewing, recruiting, training, pay rolling, motivating, retaining, rewarding, appraising :

We will take care

Training, Handling Absenteeism and Attrition…


•  Near-zero downtime => Front office being handled almost at all times

•  Attrition management •  Absenteeism: Equally efficient back-up pool of

resources •  We take full charge of your reception and front office

services •  We imbibe your values and ethos and commit our

selves to providing you our very best services •  We take care of all the fine things a front office

process must have

After all, managing front office processes is our core competency

We will manage…


  SuperSeva will share Service Level

Agreement and escalation matrix   Signing up contract   A two-week lead time to start / transition

as the case may be

Way forward…


Thank you for your time!


Business

Front office services from SuperSeva