GGBPO Partner Overview - Transparent BPO

Golden Gate BPO SolutionsBelize City / Transparent BPO

Business Overview

Golden Gate BPO Solutions - 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

Launch of Belize City – January 2014


Golden Gate BPO Enters Belize in January 2014

About Transparent BPO

5Copyright 2017 - Golden Gate BPO Solutions

A Snapshot of Our Belize City

Partner

• Founded in December 2009

• Partnered with Golden Gate BPO in January

2014

• 815 workstations with capacity to scale

• English language

• Multichannel service capabilities

• Specializing in innovative technology enabling

transparency, efficiency and flexibility

• Located in Belize City, Belize

• Operating 24 / 7

About Transparent BPO – Core Capabilities of Our Belize City Partner


Customer Service• Customer Care

• Loyalty and Retention

• Technical Support

• BPO

Sales (Inbound and Outbound)

• Direct Sales

• Lead Generation

• Order Taking and Conversion

• Data Verification

Back Office• Data Entry

• Document Scanning

• Data Correction

• Error Processing and Other Back Office Functions

Other Services• Quality Assurance

• IVR Services

About Transparent BPO • Complete transparency 100% of the time for each client

• High-quality, native English speaking workforce

• Innovative technology enabling transparency, efficiency and

flexibility

• Positive and entrepreneurial company culture – out of the

box thinking

• English-speaking workforce with close proximity to the US

• Recruitment, onboarding and overall HR mission to enhance

career skills

• Strong middle management – account and ops managers

and team leads

• Experience with handling seasonal and temporary call

volume bursts


Benefits and Differentiators of

our Belize City Partner

About Belize City, Belize

• English is the official language of Belize

• About 40% of the population speaks Spanish as a second language

• One of the fastest growing countries in Central America

• Population of ~350,000 with 30% of population in Belize City

• Approximately 5,000 students graduate and join the workforce every

year, including 1,400 from JUCO, 520 from universities and the balance

from vocational training institutes

• Fixed currency rate vs. USD preventing foreign exchange fluctuations

• Belize is a lower cost value destination for US companies in terms of

nearshore / LACAR economics

• Enhanced quality of service, technology and human capital

• Shortest flight time from US among all Central American locations


Human Resources Best Practices

• Targeted Sourcing

• Well defined profiles

• Thorough Client-Centric Process

• Employee and School Referrals / Job Fairs

• Strategic Alliances with Academic Institutions

• Strong Inter-Departmental Involvement Between HR and OPS

• Psychometric / Abilities Testing

• Criminal Background Checks

• Comfortable and Positive Contact Center Environment

• Competitive Salary and Benefits

• Life and Medical Insurance

• Building and Strengthening Work Relationships through Team Building Activities

• Performance-Based Incentives / Bonuses

• Personal and Professional Development

• Goal setting / tracking

• Transportation Services

• Employee Recognition Programs


Recruitment and Hiring Employee Retention

Training Best Practices


Training Workshops / Continuing Education

Soft Skills TrainingCoaching to

QualityProducts and Skills

Refresher / EnhancerManagement Development

Performance and Project Management

Career Skills

Skills Enhancement

PC Windows Office Other Technologies

Experienced Trainers

Train-The-Trainer Approach

Compliance Training

Client-Specific PCI-DSS TCPA

Customized Client, Program Specific and CSAT Skills Training

First Call Resolution

Comprehensive Orientation and Soft Skills Training

Quality Assurance Best Practices


Tested and Proven Quality Assurance Monitoring Procedures

Random QA Audits Regularly Scheduled QA Audits Immediate Coaching / FeedbackEffective Tracking of Results for

Continued Improvement

Establishing Most Effective Quality Monitoring Solution

Calibration Sessions with Clients

Crucial to Success Not Viewed as a Chore

Appropriate Spans of Control

Operations Management Supervisors QA Auditors Trainers

Operations Best Practices


• Specific Teams and Divisions

• Promotes core learning systems

• Cohesive dedicated environments

• Custom client management

• Customized Operations Manual / Process

• Developed for each program / client

• Agent Scorecards Updated Regularly

• Daily / weekly / monthly

• Drives behavior designed to provide top quality performance

• Immediate Feedback and Coaching Sessions

• Regularly Scheduled Audit Cycle for Process and Documentation

• Certification and Process Standards

• Planned Communication Strategy to Maintain Alignment

Dedicated Client Strategy:from the Executive Leadership team to

the Agents’Dedication to Operational Excellence

and Performance Improvement –Consistent Performance

Technology Best Practices


• Top Grade ACD / Switching Systems

• IP Agents• Soft phones

• Custom Reporting and Data Analytics

• Robust PBX / Dialers

• Best in Class IVR

• Best in Class Call Recording System

• E-Mail / Chat / Social Media Capabilities

• Network Security• Anti-virus• Robust firewall• Prefer PCI-DSS certification

• Defined Disaster Recovery Methodology• Critical equipment PBS• Back-up generator• Telecom redundancies• Risk mitigation plans defined by client / program

Discussion, Questions

& Next Steps

For More Information Contact:

Stephen Ferber

CEO & Managing Partner

Phone: 954-385-4977

Email: [email protected]