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Premier BPO Inc. 2017 Company Confidential.

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Presentation on theme: "Premier BPO Inc. 2017 Company Confidential."— Presentation transcript:

1 Premier BPO Inc. 2017 Company Confidential

2 Leadership: BPO pioneers
Mark Briggs Chairman and CEO Patrick Sullivan SVP, Operations Steve Kawalick Chief Finance Officer Reese Bagwell Director of Sales Chief Executive Officer Client Logic Solution Delivery Officer Client Logic Chief Finance Officer Client Logic Served in Legal Division Client Logic Chief Executive Officer Intelligent Electronics VP, Call Center Operations Alliance Data Systems OfficeMax JC Penney Corp. Counsel Intelligent Electronics Founding Partner The Bagwell Law Firm Chief Operating Officer Ingram Micro Controller JC Penney – Telemarketing Division Chief Finance Officer Ingram Micro Premier BPO Inc. 2017 Company Confidential

3 Our Vision Vision We consider our customers customer as our customer
Premier BPO was founded in 2003 by a group of BPO Industry veterans who shared a vision that not only was offshore going to be the growth opportunity of the future but the types of services provided would become more value added. At that time BPO was moving from simple data entry and tier 1 tech support to higher end services such as claims processing, billing support services, HR and accounting, market research, and hundreds of other business functions. Premier BPO was founded to provide those higher value added services which we believe will far exceed IT outsourcing. We vision our customers customer as our customer We consider our customers customer as our customer Our staff is an extension of our clients on-site workforce It is our client centric flexible model that encourages clients to establish a long lasting relationship with us Premier BPO Inc. 2017 Company Confidential

4 Offered Services Voice Services Back Office Services
“Like all magnificent things, it's very simple.” - Natalie Babbit Customer Support Technical Support Accounts Payable Accounts Receivable Billing Collection Data Entry Payments processing Cost Accounting Payroll Image Processing Marketing Survey Live Chat Support Other BACK OFFICE VOICE At Premier BPO we like to keep matters to their simplicity for our clients. At early stages decision making process gets easier when outsourcing opportunities are differentiated into two broader categories. Voice Services Back Office Services Premier BPO Inc. 2017 Company Confidential

5 High Speed Connectivity
Infrastructure High Speed Connectivity Access Controls Leased Lines T1, E1, and Enhance E1 International Private Leased Circuit (IPLC) Standard Equipment Security Intelligence Cisco IP phones Meeting and training rooms equipped with projectors High speed computing equipment Secure Channels PCI certified (Self-Assessed) Virtual Private Network (VPN) Hardware and software security firewalls Encryption and Key Management Premier BPO Inc. 2017 Company Confidential

6 Hosted Operations Inbound Sales ( Health Care/Computer Software )
Data Entry ( Healthcare, Insurance, Logistics etc. ) Purchasing ( Manufacturing ) Content Management ( Construction, Forex) Accounts Receivable ( Logistics, Healthcare ) Customer Support ( Computer electronics, Healthcare) Accounts Payable ( Logistics, Healthcare ) Telesales ( Computer electronics, Home shopping ) Payroll ( Logistics, Forex ) Advisory services ( Debt management ) Data Cleansing( Logistics ) Dispatching ( Financial, Computer electronics ) New Accounts Opening Service ( Forex) Software Licensing ( Antivirus ) Account Management ( Forex / TV Cable ) Warranty Registration ( Antivirus, Computer electronics ) Search Engine Optimization ( Logistics, Healthcare ) Claims Processing ( Healthcare ) English Spanish Arabic Russian Mandarin Premier BPO Inc. 2017 Company Confidential

7 Client: Expense Management Services
Documents Sorting Documents Indexing Documents Archiving Claims Creation Accounts Receivable Accounts Payable Audit 24 hours coverage English, Chinese Accounts Payable Sorting Accounts Receivable Claims creation Archiving Indexing BACK OFFICE 4 years old relationship Started with 10 seats and expanded to over 120 seats in 2 years Hosted from China and Philippines Client visits twice a year Premier BPO Inc. 2017 Company Confidential

8 Contact Center Services: “The Premier Way”
PROVEN CUSTOMER EXPERIENCE: ENHACING THE RELATIONSHIP WITH YOUR MOST VALUABLE ASSET - THE CUSTOMER Premier BPO understands that the customers of Just Energy are your most valuable asset. We ensure that both your brand and that most valuable asset is maintained, protected, enhanced and grows by taking orders, answering questions and first call issue resolution with the highest degree of accuracy, timeliness, empathy, efficiency and excellence in quality. PROVEN SALES – CENTRICITY AND PROCESS IMPROVEMENT Premier BPO converts prospects to sales, saves sales and turns problem calls into new sales opportunities. Moreover, as proven, seasoned professionals with extensive leadership experience, Premier BPO expertly enhances execution of your processes by informing your team of any difficulties in a timely fashion, thereby increasing customer satisfaction, loyalty and profitability. PROVEN CAPABILITY Whether through our inbound call center services, where we apply our proven up-sell and cross-sell capabilities, or through outbound call programs, Premier BPO will meet or exceed your sales goals. Premier BPO collaborates with your sales and marketing departments in order to totally immerse our Agents in your product and service offerings and programs, including features, pricing , culture and sales points with the highest level of intimacy thereby achieving an unparalleled understanding of those products and services. Our professional sales staff applies that knowledge to significantly enhance the customer experience. Premier BPO’s sales style is informational, empathetic and helpful in nature and is designed to convert new customers and maintain existing customer satisfaction, thereby not only building and increasing sales but substantially enhancing your Brand with our optimum excellence in customer facing quality. Through these sales strategies, Premier BPO will be a source of income for your company. No longer must customer service be relegated to a pure “cost center “status. Premier BPO, as a valued, experienced and proven extension of your staff, will be a profit center. Premier BPO Inc. 2017 Company Confidential

9 Case Study: A Leading Cable Company
TRAINING All our new employees go through extensive training for 3 months After 2 weeks of initial training the agents start processing live accounts During this time they learn how to navigate with Client’s CRM Learn about different level of services Addition and deletion of rate codes Equipment Identification Addition or removal of equipment Financial adjustments etc. Premier BPO Inc. 2017 Company Confidential

10 Case Study: A Leading Cable Company
Account Maintenance and Updates Financial Adjustments Digital Cable Services Maintenance Internet Services Maintenance IP Phones Maintenance Updating Accounts Information Premier BPO Inc. 2017 Company Confidential

11 Case Study: A Leading Cable Company
Financial Adjustments Debit Adjustment Credit Adjustments PPV (Pay Per View) Adjustments Equipment Charge Adjustment Equipment Returns Adjustments Service Charge Adjustments Premier BPO Inc. 2017 Company Confidential

12 Case Study: A Leading Cable Company
Digital Cable Services Maintenance Addition and Deletion of Channels Upgrade or downgrade of services Addition and Deletion of Digital and Analog Converters Addition and Deletion of Video Services Handling PPV Requests Premier BPO Inc. 2017 Company Confidential

13 Case Study: A Leading Cable Company
Internet Services & IP Phone Maintenance Addition and Deletion of Modem Rate Codes Addition and Deletion of Modems Verification of Internet Services Upgrade or downgrade of IP Telephony Service Rate Codes Addition or removal of IP services from customer account Verification of IP Telephony Services/ Status Premier BPO Inc. 2017 Company Confidential

14 Case Study: A Leading Cable Company
Updating Accounts Information Billing Address Updates Service Address Updates Information Updates Non Payment Disconnections Special Request Updates Premier BPO Inc. 2017 Company Confidential

15 Premier Accuracy, Efficiency and Effectiveness
Financial Functions Premier’s Outsourcing Finance Services and Solutions include, but are not limited to, the following: Finance and Accounting, A/R, A/P, Price Audit, Invoicing, Collections, Order Management Payroll, Expense Management, Warranty Registration, Freight Bill Processing and Claims Processing Premier Accuracy, Efficiency and Effectiveness Premier BPO's Accounts Payable, Accounts Receivable and other Financial Services Outsourcing Solutions Provide Centralized Control Over Receivables and Other Best Practices. Premier maintains a strict system of internal accounting controls and procedures that ensure transactions are authorized, accurately recorded and reported properly to include, but not limited to, the following: Periodic Audits Written Policies/Guidelines Careful Selection and Training of Qualified Personnel Detailed Review Procedures Time-tested Goals to Ensure Optimum Integrity Strict compliance to Client’s model, requirements and directions Premier BPO Inc. 2017 Company Confidential

16 No additional cost Quality promise
Quality assurance is not an option for Premier BPO; it’s essential for the success of the organization, customer and employees satisfaction. Dedicated quality assurance (QA) agents assigned to teams QA agent checks and confirms 20% to 40% of work QA agent is one of the most experienced team member. QA agent keeps team informed with work related updates QA agent provides immediate feedback to team An actual snapshot of 2014 quality trend for one of our client hosted at Premier BPO Kunshan, China Premier BPO assigns QA agent as a part of its services package. No additional cost Premier BPO Inc. 2017 Company Confidential

17 Client relationship and communication
Managers at both end stay on top of communication Manager Supervisor Client Managers confirm changes to workflow Secured communication Daily operations communication via phone or Cisco phones are used for seamless voice communication Premier BPO Weekly collaboration calls to summarize performance Daily, weekly, quarterly reports as per client specifications Manager Supervisor Premier BPO has local phone numbers to facilitate clients in different regions. No long distance calls Premier BPO Inc. 2017 Company Confidential

18 Client Implementation Process
Statement of Work Service Scope Redundancy and Disaster Recovery Plan MSA and SOW Implementation Team Weekly meetings Project plan Project Management Workload analysis Required resources Workflow Communication Policies Security Transition Planning Recruiting Roles Train the trainer Team training Test run Go live Ongoing operations Staffing and Training Don’t worry we have got you covered. Our team will assist you all the way through the process. Premier BPO Inc. 2017 Company Confidential

19 The Premier BPO Philippines Center of Excellence
Premier BPO Inc. 2017 Company Confidential

20 Philippines: Overview
Employees envision their work in this industry as a career rather than as a part-time, transitional stopgap arrangement between university and “real work” Agents actively elect to excel in careers in contact centers, data transcription, finance and accounting back-office operations as well as outsourcing of medical and legal professional solutions Contact Center Managers in the Philippines remain with a company for an average of 3.5 years On average, agents in Filipino contact centers spends a minimum of 1.5 years in their function There are 30 colleges or universities in Metro Manila A recent study has shown that in the next few years, one out of every 10 jobs will be in the Call Center/BPO Industry Premier BPO Inc. 2017 Company Confidential

21 The Premier BPO Pakistan Center of Excellence
Premier BPO Inc. 2017 Company Confidential

22 Pakistan: Overview Employees in Pakistan see work in this industry as a career rather than a stop-gap arrangement between university and “real work” as opposed to many US call center employees who work in call centers as a temporary means of maintaining income; These “career agents” actively opt for a career in call centers, data transcription, finance and accounting back-office operations, medical and legal transcription Call center managers in Pakistan maintain employment, on average, 3.5 years with a company thereby sustaining a very low attrition rate The average period of time spent on the job by Pakistani agents in Pakistani call/BPO centers is a period of almost two years The 5th most populated nation in the world with a highly developed English Based Education System Our facilities in Pakistan serve British and EU based clients in addition to North American clients Premier BPO Inc. 2017 Company Confidential

23 The Premier BPO China Center of Excellence
Premier BPO Inc. 2017 Company Confidential

24 China: Overview Facility located in Kunshan
Access to a large, skilled IT workforce. China offers 25% to 50% greater savings when compared to India and the Philippines Worlds 2nd largest economy. Member of WTO. Offshore manufacturing hotbed Sound, advanced infrastructure China’s average agent turnover rate is 7% per annum Country competencies: BPO There are numerous colleges and Universities in Kunshan Premier BPO Inc. 2017 Company Confidential

25 Exceptional Service At Exceptional Value
Mark Briggs Reese Bagwell Founder & CEO Phone: +1 (931) Ext. 2304 Cell: (931) Director Sales Phone: (931) Ext 2303 Cell: (931) Headquarters California Office 102 Country Lane, Suite B Clarksville, TN , USA Phone: (931) Fax: (931) 18701 South Figueroa Street Suite 205 Gardena, CA USA The premier resource for business process outsourcing solutions Premier BPO Inc. 2017 Company Confidential


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