Embed Size (px)
DESCRIPTION
Golden Gate BPO Solutions, a global provider of customer management and business process outsourcing solutions, added a multi-channel contact center with a capacity of 550 workstations in Belize in January of 2014. The Belize City location was established to handle inbound customer service and sales support calls primarily in English that originate in the United States. Golden Gate BPO’s expansion into Belize came via an operating partnership with Transparent BPO. The group entered the region in 2009, spent the last several years assembling the finest management team, enhancing operational best practices and then constructing a new state-of-the-art Contact Center facility, all of which have set the standard in Belize.
Citation preview
Golden Gate BPO Solutions, LLC
Belize City, Belize Transparent BPO
2
Resource Perspective
Relationships
Golden Gate BPO Company Overview Founded in 2006, Golden Gate BPO Solutions provides multi-‐channel contact center, customer engagement and business process outsourcing services on behalf of its clients.
We have a passionate team and innovative approach that allows us to deliver small and large scale high touch outsourcing solutions, enhancing each stage of the customer relationship management life cycle to acquire, retain and support, grow and optimize customer relationships.
Our customer engagement centers are located in the United States, Dominican Republic, Belize, and the Philippines, from which we offer multi-‐lingual voice, email, web chat, social media, back-‐office, online help desk and automated support.
In addition, we provide strategic consulting, legal, and advisory services for many clients spanning business and operational improvement and restructuring, financial analysis and planning, technology procurement and implementation, and sales, marketing and brand enhancement.
Golden Gate BPO Solutions helps organizations to define and produce extraordinary customer engagement strategies and business results. Our work provides increased customer loyalty and superior results for our clients.
Our real value is in who we are not just in what we do. Whether our engagement is strategic or operational, we make things happen. We enable people to bring out the best in themselves in even the most difficult situations and we do what it takes to get results.
The leadership team consists of finance and legal specialists, operational experts, and customer engagement strategists. We understand the strategic and operational challenges many clients face and have the knowledge and breadth of experience to help them succeed. In addition to our experience and insight, our team’s real expertise lies in how we apply it and what drives us every single day -‐ our commitment to always be a resource, understand your needs, provide transparent advice and take actions centered by perspective (based on our own successes and failures) and forging life-‐long personal and business relationships.
3
Transparent BPO Overview Transparent BPO was founded to provide its clients with superior telemarketing services and business process outsourcing at competitive pricing. Our state-‐of-‐the-‐art system development and IT support allows for seamless integration, resulting in a transparent business relationship.
As one of the fastest-‐growing countries in Central America, Belize is a perfect fit for our operations. It offers an educated English-‐speaking population, reliable telecommunications and an overall friendly environment.
Our agents undertake a two-‐week training program that provides them with the skills to become an elite call center group. While training focuses on providing quality sales and customer service for our clients, we want to train and educate agents so they become well-‐rounded professionals with skills that will translate to other career opportunities.
Understanding that agents are the backbone of our business, Transparent BPO offers competitive salaries, bonuses to the top performing agents, comprehensive health benefits, sick leave and paid vacation time, and most importantly, a clean and safe work environment. We are interested in providing good quality jobs and a high level of training for the people of Belize.
• 2009 - Founded by US Group Motivated to Improve the Outsourcing Experience • 2012 - TBPO Completes Construction of New 20K Feet Facility in Belize City • 2013 – TBPO Reaches 315 Employees Serving the US Market
• Corporate, IT and Contact Center Located in Baltimore, MD • Contact Center, HR and Administration in Belize City, Belize
• 325 Employees / 550 Total Workstation Capacity in Belize City • Outsourced Provider with Multi-Channel Contact Center Capabilities • Operational Efficiencies Enhanced by Customized Technology Tools & Solutions • TBPO Founded on Premise of Providing Client Visibility, Sound Management and
Oversight, Informative Communications and Reporting and Superior Contact Center Technology
550 Workstations Native English
Bi-‐Lingual Multi-‐Channel
4
• English is the Official Language.
• About 40 % of population speaks Spanish as a second language.
• One of the fastest growing countries in Central America
• Population of 333,200 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
• With Near Shore/LACAR Economics, Belize is a Lower Cost Value Destination for US Companies
• Enhanced quality of Service, Technology and Human Capital
• Shortest Flight Time from US Among All Central American Locations
Country and City Overview
Copyright 2015 Golden Gate BPO Solutions, LLC
Golden Gate BPO Solutions, LLC Corporate Office The Bell Tower at Weston Town Center 1792 Bell Tower Lane Weston, FL 33326 888-‐501-‐8368
www.GoldenGateBPO.com
