transforming the customer experience minority owned mbe certifications applied for
TRANSCRIPT
Transforming the customer experience
Minority Owned MBE Certifications Applied For
© 2013 Perfetta, LLC2© 2013 Perfetta, LLC2
Message from the CEO
I want to thank you for the opportunity to introduce our company. Our mission is to offer you the best People, Processes and Solutions.
Values have real meaning for us, and guide our thoughts and actions:
Focusing on our customers future first Embracing entrepreneurial thinking Developing the talents of our people Integrity and responsibility in our actions
We're committed to creating long-term value for our customers, employees, and communities. The Perfetta model is based on having the latest technology, training, and people to provide the best customer experience for the people that matter most, your customers.
We look forward to serving your customers needs.
Sincerely,Joseph J. Sanders
3 © 2013 Perfetta, LLC
About Us
• 20+ years top-tier Contact Center experience• Applications on file for multiple MBE certifications
• Focus on improving disadvantaged and at-risk communities• Ensure diversity in workforce• Partner with top-tier suppliers
4 © 2013 Perfetta, LLC
Experience with High Profile Clients
5 © 2013 Perfetta, LLC
Perfetta/NexxLinx Partnership
Experienced Management Team Broad industry experience Genesys, TeleTech, Unisys, T-Mobile, Siemens, Verizon, EDS
Provides unique end to end solutions Telephony/Telecommunication, Technology, E-commerce/Retail, Publishing, Logistics,
Healthcare, Media/Entertainment, Financial Services, Utilities and Government
Top 25 BPO—US-HQ in Atlanta. Global Contact Center Footprint
US Locations – GA, NC, NY, ME, TX, UT Off Shore - Netherlands, Philippines, Peru and
El Salvador Over 2,500 highly skilled agents 250 Work from Home Agents -- 50+
languages supported
6 © 2013 Perfetta, LLC
Industries / Service Offerings
● Repeat purchases● Account change● Issue resolution● Billing information● Product information● Claim processing● Reservations● Warranty calls● Social Media● Chat
● Troubleshooting● Hardware support● Software support● PC/server support● Upsell / cross-sell● Helpdesk● Warranty & post warranty● Self-support
● Inbound sales● Order taking● Lead generation● Upsell / cross-sell● Subscription renewal● Customer retention● Database management● Outbound sales
● Collections and receivables (early to late stage)● Transaction processing (order and payments; claims; insurance; warranties; coupons)
7 © 2013 Perfetta, LLC
Staffing
Finding the BestApplication, Resumeand Phone Screening
Assessment TestingFace-to-Face Interview
Drug and B/G Screening
Selecting the Best Hiring the Bestoffer And
On-boarding
Hiring the Bestoffer And
On-boarding
Finding the Best Broad based Community focused recruiting campaigns Promoting benefits, incentives, and advancement
Selecting the Best Rigorous Screening/Testing/Assessment/Selection Process High Quality Motivated Candidates
Results – Hiring the Best Capable New Hires – Eager to learn Lower attrition
8 © 2013 Perfetta, LLC
Training and Continuous Improvement
Curriculum customized to support client requirements Service, support, brand, company culture Customer facing support skills Specialized skills and cross training
Comprehensive Classroom / Labs / Tool sets Visual, Aural, and Kinesthetic learning tools Local, Remote, and On-line training environments Flexible schedules – Hours, days, evenings
Results - Highest Quality of Service for our clients Qualified, well trained Earlier productivity Specialized highly effective skill sets Attracts and transitions the best qualified candidates
9 © 2013 Perfetta, LLC
Quality Monitoring
Quality Monitoring / Coaching• Client specified frequency• Review and score recorded calls• Triggers targeted coaching
Call Recording• Record up to 100% of calls• Recordings archived up to 7 years• Customizable audit forms/reporting• Remote web access for all clients
Weekly Calibration SessionsFocus on Continuous Improvement• Soft Skills (tone of voice, etc.)• Product Knowledge
10 © 2013 Perfetta, LLC
Technology
Cloud-based Customer Interaction Manager
Multichannel (Voice, fax, email, chat, social media, SMS) Contact Center
Powerful customization tools
11 © 2013 Perfetta, LLC
Cloud-based Technology Platform
Cloud-based, multichannel, IP-based Contact Center Platform Comprehensive Contact Center capability Complete ACD – IVR – PBX – CTI feature set Universal Queue – Voice – Email – Chat – Web – SMS Comprehensive reporting, dashboards & management tools Real-time administration Rapid customization & application development tools
Customers have access to information, service, and support how, when, and where they want
Unified communications, integration, and development tools
12
Solution Architecture
© 2013 Perfetta, LLC
13 © 2013 Perfetta, LLC
Reporting
Provide supervisors and administrators with suite of standard reports and highly customizable graphical interface tools to view key contact center metrics for queues, skills, teams, groups and more in real time
Comprehensive metrics and KPIs
Real-time & interval reporting
Open data mart supports flexible/customized reports, dashboards, and analytics
Management reporting portal and executive dashboards
14 © 2013 Perfetta, LLC
Mobile Access
15 © 2013 Perfetta, LLC
Customer Experience
Audit and Review
Data CaptureResults Analysis
Agent InteractionSurvey Promotion
Agent Feedbackand Coaching
• Call and Recording index• Results available/Agent review• Stored for audit and analysis
Audit Scores FCR and Survey Results Call/Recording review
• Surveys provided by - Email - IVR - Web
Agent Call Review Immediate feedback Training needs identified
16 © 2013 Perfetta, LLC
Client Services
Delivers client objectives
Dedicated client advocate• Single point of contact• Coordinate the complete implementation
including agent recruiting, training, technology, and report creation• Provide daily/weekly/quarterly and program
updates and reporting to the client team members• Strategize process and program
improvements
17 © 2013 Perfetta, LLC
Thank you
18 © 2013 Perfetta, LLC
Appendix
19 © 2013 Perfetta, LLC
CURRENT FACILITY
Peru Facility
20 © 2013 Perfetta, LLC
Peru Facility
21 © 2013 Perfetta, LLC
Peru Facility
22 © 2013 Perfetta, LLC
New Site Option Under Reveiw