A. Company Profile Six Eleven's goal is to BUILD CUSTOMER TRUST AND VALUE, BY PROVIDING A QUALITY EXPERIENCE, THE FIRST TIME, EVERYTIME. At Six Eleven we understand the importance of delivering the basics: attention to instructions, accompanied with an accurate and timely response to the problem. We provide simple yet accurate and reliable solutions to all your BPO needs. As a strategic partner, Six Eleven is the 24-hour inbound and outbound support center enterprise that can improve your company's position in today’s very competitive and highly technologically involved market. We take pride and utilizing today's most state of the art technologies, incorporating it in our day to day operations, while still keeping things simple and precise to achieve specific goals. We provide you with solutions and services that works and nothing less. We are the first Mindanao-owned international call center in Davao City founded in May of 2006, Six Eleven Global Services and Solutions, is designed for the specific purpose of handling the communicating and technological needs of today's fast-paced business. We provide productive and quick quality call center services. Six Eleven Global Services and Solutions, with a well trained and committed workforce, modern facilities and state-of-the- art technologies, is Mindanao's answer to your BPO needs. Sixeleven Specializes in these sales and marketing services Marketing Services: Marketing Collaterals Creation Web Design and Development Market Profiling Email Marketing Services Direct Mailing Services Sales Services: Lead Generation and Appointment Setting Lead Qualification Phone Survey Email Marketing Support Services: Order Taking Travel booking and Reservation Event and Conference Registration Catalog Requests Customer Service Technical Support Online Assistant Database Service: Business List Database Cleanup
Sixeleven Global Services | Direct: (082) 305 5522 / 305 3322 | Fax: (6382) 305 3322 | firstname.lastname@example.org B. Customer Relationship Management (CRM) Customer relationship management ( CRM ) consists of the processes that Sixeleven uses to track and organize its contacts with its current and prospective customers. Sixeleven CRM software is used to support these processes; the software system can be accessed, and information about customers and customer interactions can be entered, stored and accessed by employees in different Sixeleven departments. Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing. Sixeleven CRM is a combination of policies, processes, and strategies implemented by an organization to unify its customer interactions and provide a means to track customer information. Sixeleven CRM includes many aspects which relate directly to one another: Front office operations — Direct interaction with customers, e.g. face to face meetings, phone calls, e-mail, online services etc. Back office operations — Operations that ultimately affect the activities of the front office (e.g., billing, maintenance, planning, marketing, advertising, finance, manufacturing, etc.) Business relationships — Interaction with other companies and partners, such as suppliers/vendors and retail outlets/distributors, industry networks (lobbying groups, trade associations). This external network supports front and back office activities. Analysis — Key CRM data can be analyzed in order to plan target-marketing campaigns, conceive business strategies, and judge the success of CRM activities (e.g., market share, number and types of customers, revenue, profitability).
Sixeleven Global Services | Direct: (082) 305 5522 / 305 3322 | Fax: (6382) 305 3322 | email@example.com C. Quality Assurance Quality Assurance The Sixeleven Quality Assurance Department “The BOX” is dedicated to Agent monitoring, evaluation and reporting. The BOX provides continuous monitoring for the campaign’s duration. New Agents and new campaigns receive particular attention during the mission-critical ramp-up stage. The BOX includes the following simultaneous complimentary facets : Reporting: Weekly agent reviews include discussion of all performance indicators. All agents receive monthly call performance evaluations from their respective BOX Analysts. Industry specific "Update Briefings" are conducted quarterly will all agents according to their area of specialization. Training: Agents are rigorously trained in the classroom and tested by simulating calls on the specifics of each campaign before they make their first call. Campaign objectives, client expectations and client’s background is discussed both internally and in client meetings. Coaching: Agents who receive an overall rating of below 80% on any given call receive coaching within 30 minutes of the call. BOX Analysts work with agents to improve their calls in one-on-one coaching sessions. Monitoring: All calls are recorded and monitored by BOX Analysts assigned to specific departments within Sixeleven. A 1:10 Analyst-to-Agent ratio is maintained to ensure agents get the critique they need to improve each day.
Sixeleven Global Services | Direct: (082) 305 5522 / 305 3322 | Fax: (6382) 305 3322 | firstname.lastname@example.org D. Infrastructure Details Bandwidth: BOD 40Mbps/10Mbps/5Mbps Fiber-optic communication : Fiber-optic communication is a method of transmitting information from one place to another by sending pulses of light through an optical fiber. The light forms an electromagnetic carrier wave that is modulated to carry information.lightoptical fiberelectromagneticcarrier wavemodulated Asterisk Asterisk® is the world’s leading open source telephony engine and tool kit. Offering flexibility unheard of in the world of proprietary communications, Asterisk empowers developers and integrators to create advanced communication solutions...for free. Asterisk® is released as open source under the GNU General Public License (GPL), and it is available for download free of charge. Asterisk® is the most popular open source software available, with the Asterisk Community being the top influencer in VoIP. Asterisk® was created by Mark Spencer of Digium, Inc in 1999. Code has been contributed from open source coders around the world, and testing and bug-patches from the community have provided invaluable aid to the development of this software.GNU General Public LicenseDigium, Inc PowerConnex PowerConnex is a call centre technology provider that both develops and implements innovative solutions that improve the performance and quality of call centre operations. As a consequence, PowerConnex's products have become business-critical tools for hundreds of outbound and inbound call centres throughout Australia, New Zealand and the Philippines. PowerConnex was founded by Javy "Harvey" Llora in 2000 with its heritage dating back to 1988. Javy has over twenty years IT experience, largely in the area of advanced technologies and software development. Javy also sits on the board of Software Engineering Australia (Queensland).