Executive Summary: A Supervisor at Every Station

StatesideBPO offers agents that have over 3 years of college education and over 12 years

of business experience, with the lowest turnover in the outsourcing industry. This quality

of front line maximizes the opportunity on every call to solve the customers issue the first

time, capitalize on every sales opportunity, and demonstrate the importance that you

place on customer support. When something goes wrong on a call, the standard is to put

a Supervisor on the phone; we have a Supervisor level agent at every station.

The mission of StatesideBPO is to provide career opportunities to Americans with

disabilities. These individuals are experienced business professionals who can no longer

commute to an in-house environment. As a demographic, they are the most overeducated

and underemployed group in the United States. The contact center is virtually based to

match the mission and also provide flexibility in ramping capabilities and disaster

recovery planning.

This mission is simple and it is important. It is the reason that StatesideBPO is able to

offer such an intelligent front line, but more importantly it drives something that cannot

be trained; dedication. For most of the StatesideBPO agents, working on supporting your

business is not just a mean to earning pay; it is a purpose.

For the past 14 years, the StatesideBPO leadership team has provided third party Quality

Assurance programs to the nation’s leading companies. They have become experts in

understanding how to drive positive change within a contact center. Your management

staff will take this same consulting approach to your business and provide concrete

recommendations to improve.

This background and the expertise of matching superior agents to your needs is the

StatesideBPO solution. There is a team of agents that are ready and waiting to prove

their value to your organization and further their mission to grow these career

opportunities.

Who We Are

StatesideBPO is a business process outsourcing company that is virtual and based solely

in the United States. We offer a variety of contact center solutions with a unique agent

model that results in a significantly higher level of service. Our agents have an average

of over 3 years of college education and over 12 years of business experience. This puts

our base agent at or above the level of employee that is generally placed in a Supervisor

position.

We are also able to recruit from a variety of industry backgrounds and expertise. We

have agents with backgrounds in healthcare, technical fields, financial services,

programming, and many others. Our Stateside High|Touch service includes agents with

even further specialized backgrounds such as nursing or other certifications.

Our Mission

Our mission is to provide career opportunities to Americans with disabilities. Our agents

are educated professionals who are no longer able to commute to an in-house

environment. These Americans are extremely capable of excelling in the workplace, but

lack the opportunity because of their transportation limitations. This demographic is the

most overeducated and underemployed group in the country.

Our goal is to match this superior workforce with your need for a better customer

experience.

A Culture of Dedication

Dedication. It is the intangible, missing link in most contact center operations. Poor

attendance and high turnover plague most outsourcing companies because there is a lack

of value placed on the agent position. Our agents believe in our mission. They realize

that their success results in growing our mission and opening new doors in their careers.

The agent role is not just a job to our teams. It is the chance to have a role in society and

one that few others will provide.

Our contact center offerings:

Inbound Customer Service/Care and Sales

Outbound Sales/Surveys

Advanced Technical Support, Tier I, II & III

1st Party Collections

Chat & Email Support, Social Media Monitoring

Stateside High|Touch Specialized Support

Recruiting

There are no limits to the expansion

capabilities within our agent model. We

work with the Vocational Rehabilitation

(VR) offices in over 40 states to find

candidates. These offices are part of a

federal-state program that works with

people who have physical disabilities to

prepare for, gain or retain employment.

Working with the VR’s connects us to a

network of millions of potential

candidates.

At all times, we have hundreds of

prequalified agents who have been

through our Interview Bootcamp.

Interview Bootcamp

Testing

We first test the candidates for grammar,

typing speed, technical skills, and

multitasking capabilities.

Interviews

The candidates are then put through

three to four interviews.

Home Office Certification

Our IT and Human Resources teams

work with each candidate to certify that

their broadband connection is sufficient

for our systems and that their home

office environment is free of

distractions.

Client Specific

Once we have a new account, we

administer additional testing and

interviews catered to the nature of the

work we will perform.

Selection Process

Maintaining this large pool of

prequalified candidates gives us the

flexibility to be very specific in the

selection process. We are able to look at

the Interview Bootcamp results for each

agent and place them in the optimum

opportunity based on:

Skillset

Efficiency

Location

Background

Technical capability

Interest

Dedication

The process is long, but the result is a

much lower attrition rate. We are able to

hire a large team of agents and ensure

that they strongly desire the position.

Staffing

Below are three profiles of current employees. These team members are an example as to

the education level and experience that we bring in at the agent level.

Agent #1

Education Massachusetts Institute of Technology Cambridge, MA M.S. and a B.S. Degree in Computer Science and Engineering. GPA (4.75 / 5.00)

-They were also a teaching assistant for an Object-Oriented Design and Programming Course.

Experience

Massachusetts Institute of Technology Lab Support Staff Massachusetts Institute of Technology Teaching Assistant Years of experience as an engineering, technical, and revenue consultant

Agent #2

Education University of Phoenix Associates Degree in Managing Information Systems Bachelor of Science in Information Technology Experience Sole proprietor of a business specializing in PC repair and data recovery (2003 - Present)

Agent #3

Education The University of Alabama Bachelor of Arts, summa cum laude, in English & Art History Certified in copy editing through Calhoun Community College's Continuing Education Division, Decatur, Ala., 2009 Experience Published in America magazine 2009 Three-time winner, Kathryn L. Harris Women's Studies Paper Competition (Fiction and Non-Fiction)

Agent Profiles

Curriculum

Our training department will work with

you team to learn your business and your

call center processes in a train-the-

trainer scenario. They are also able to

create new training materials if needed.

The trainer will then format this material

for the virtual environment.

Our Approach

We take a distinct approach when it

comes to training your program.

1. Instill our culture

It is very important that each agent

embraces our mission and our

standard of excellence.

2. Build belief in your brand

This is crucial to delivering on a

higher level of first call resolution

and capitalization on sales and

retention opportunities. We want our

agents to know your business, drive

towards your goals, and take pride in

contributing towards your positive

reputation.

3. Master your processes

The next step is to perfect the basics.

Average Handle Time is important in

all call center operations. Repetition

is key to building efficiency.

4. Develop autonomy

A large part of our training process

consists of role-playing scenarios in

which we develop the agent’s ability

to make decisions.

5. Grow the marketing mindset

We provide ongoing feedback on the

marketing information within you

contact center. We need the agents

to recognize these key pieces of

information to establish trends.

Environment

We conduct our training classes

over Adobe Connect. This tool

allows us to keep the agents

highly engaged during each

session. We design the training

classes to change types of

activities often and avoid long

periods of lecturing to slides.

Assessments

All agents are tested on a daily

basis. We track their attendance,

their test scores, and the

participation. These results

along with any outstanding

concerns are communicated to

the operational stakeholders on a

daily basis. The trainer is

responsible for only allowing

qualified agents to pass through

the training process.

Ongoing Training

Call center process change often

and so does your business. Our

Client Strategies team will work

closely with you to communicate

all changes to the Training and

Operational teams to ensure our

agents are up to date. The

Training department will also

work with these teams and the

Quality Assurance teams prior to

each new training class to make

adjustments to the training

curriculum or provide recursive

training courses to the necessary

agents.

Training

Background

StatesideBPO has a deep background in

Quality Assurance programs. Our sister

company has been in the business of

providing third party Quality Monitoring

programs to large corporations

throughout the United States. Every

StatesideBPO program includes this

same Quality Assurance program. All

Analysts will be trained on your program

and will participate in the strategic

planning of the account.

Recording

We record 100% of our calls and store

them in a tool that will be accessible

through web access and a secure login.

Auditing

We can work with your existing audit

form or create a brand new set of

guidelines dependent on changes to the

business. Our auditing tool also has the

ability to build conditional logic into an

auditing form. This allows us to track

additional questions according to how

the call is scored.

Flags

Your team of Analysts will also use

Green Flags and Red Flags to track

noteworthy events on a call that are

positive or negative. When a call is

flagged in our system, the Agent’s

Supervisor is immediately notified.

Marketing Data

The Quality Assurance team will also

listen for relevant marketing data on the

call. This could include feedback from

the customer in which he or she

mentions:

Your competitor

Your competitor’s promotion

Features desired

Usability

Product development issues

Other outside influencers

This data has proven to be very valuable

to our clients in the past. It is a market

research opportunity that is often missed.

Many companies dedicate a large budget

to finding out what their customers’

want, while their customers are calling

the contact center and giving them all of

that data.

Quality Tool

You will also have access to our Quality

reporting tool. This tool is very flexible

and easy to use. You can create your

own reports and easily compare

performance across different teams.

Quality Assurance

Each week we measure the agents on Schedule Adherence, Average Handle Time, Quality Assurance scores, and other account specific Key Performance Indicators such as conversion or Retention. These scores are than uses to rank the agents in two fashions.

Player Status

We use the three to four most important KPI’s and weight them according to the needs of

the account. This allows us to label each agent as a Gold, Bronze, or Silver Player on a

weekly basis. These statuses are taken into consideration when transferring agents to

other accounts or training them for management.

Quality Conversion AHT Attendance

25% 50% 15% 10% Thomas Cooper 100% 4.7% 4.5 100% Gold

Tricia Renier 95% 3.6% 4.2 100% Gold

Karolina Ramirez 95% 3.5% 4.5 100% Gold

Maria Ghisays 90% 3.2% 6.4 100% Gold

Adam Riccardi 87% 3.0% 3.2 100% Bronze

Mark Allen 85% 2.5% 5.7 100% Bronze

Daniel Rios 88% 2.3% 4.2 100% Bronze

Christopher Biden 81% 2.1% 4.1 95% Bronze

Catherin Herrara 79% 2.0% 3.4 95% Bronze

John Sipole 75% 1.9% 3.0 90% Silver

Fredrick Mohr 76% 1.8% 3.2 85% Silver

Alan Mohler 79% 2.2% 3.1 85% Silver

Stack Ranking We also use these same statistics to assign a point score to each agent on a weekly basis. The agents are then stack ranked and the results are published. This helps us to foster a competitive environment. Agent Report Card The Agents will also receive a Report Card on a weekly basis that shows them a summary of their performance, the coaching sessions that they received, their quality scores, and their Green or Red flags. There will also be one focus item on the bottom of the Report Card that shows the agent’s performance on the most important KPI over a 6-week period.

Accountability

Consulting is in our DNA. The intelligence level of our frontline combined with our methods of providing feedback will culminate in three to four, concrete recommendations every month. We will make these recommendations clear and focused on improving your business. Below are a few examples of the feedback that you will receive with a StatesideBPO program.

Recommendation #2

A Major Telecommunications Provider

“As part of device (cell phone) activation, require the agents to ask the customer to test

the functionality of all wireless features such as making a phone call, sending a text

message and accessing mobile internet before ending the call with the agent. It is not

uncommon for customers to have slight technical difficulties with new activations. This

process will ensure a positive consumer experience, create a seamless transition to their

new device and prevent repeat calls.”

Recommendation #3

Utility Company in a deregulated market

“Alter the standard presentation of the Features and Benefits of your prepaid program

from an average of 3 minutes to a 60 second question and answer process. This will

engage the customer from the beginning and we expect a significant increase in overall

enrollment.”

Recommendation #4

Fortune 500 Waste Removal Company

“Implement a single verification process for all residential calls. This process should

address the following:

• Which items agent should verify (address, name, phone #, etc.)

• In which order items should be verified

Implementing a single customer verification method will add consistency to the customer

experience and teach customers to accurately anticipate which items they will be asked to

verify. The result will be a long term decline in the time to verify a customer.”

Recommendations

jmusial@statesideBPO.com

239-220-5209

12298 Matterhorn Road

Fort Myers, Florida 33913

Mission Ready

Prequalified Agents

VR Network

Ramp Capabilities

Flexible Technology

No Seat Limitations

Best Agents 3 plus years of college

7 plus years of

experience

Quality Service

A full J.Lodge program

Our DNA Higher Engagement

Recommendations for change

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