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never misses a beat
Some questions for you
Will your outsourcer:
• offer a truly bespoke service to meet your specific needs?
• be focused on improving your bottom line and adding value?
• understand your customers needs and ensure they are met?
• be easy to work with, open and responsive?
• be fully responsive to your change in requirements?
• support your CSR goals?
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Overview
Sambora is a high quality, cost effective provider of outsourced contact center services
and solutions.
We chose Guyana in South America, on the edge of the Caribbean, mainly because of its
high quality people for whom English is its first and only language, spoken with a neutral
accent.
We focus on maintaining high levels of quality throughout the business, with reliable and
secure technology, recruiting, training and retaining the best people, whilst
implementing processes of an international standard.
The origins of the business lie in sustainable development and is a core objective of the
company.
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Our Location
Guyana:
50 Minutes to Trinidad & Barbados, 4 hours to Miami and 5.5 hours to New York.
San Francisco
New York
London
Miami
Barbados
Trinidad
Georgetown, Guyana
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Why Guyana
• English, the country’s first and only language, spoken with a neutral accent.
• University educated workforce available, all of whom are within 1 hour’s travel from
Sambora, with nearly 90% of applicants female, aged 20-25.
• High in country unemployment
• Extensive Broadband Capacity
• Eastern US time zone (-4 GMT)
• Stable exchange rates
• Full Government support
• Expansion capability to 5000 seats
• Contact Center sector is growing annually by 40%
• Liberalization of telecommunications sector underway
• Sambora created from National Low Carbon Development Strategy
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What We do
• Live Agent Outbound / Inbound Call Center Services
• Lead Generation, Sales, Customer Services, Customer Care, Help Desk,
Technical and Sales Support
• Voice, Chat, Media Handling and Social Media Monitoring
• B2C and BCB
• Industry verticals include:
•
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Telecommunications
Utilities
Finance
Charities
Retail and Internet
Our Approach
Quality is at the heart of everything we do:
• Solutions tailored to client needs – one size does not fit all, client fully
. involved in feedback process
• International quality accreditation – due for ISO-9001 Audit
• PCI compliance central to business: secure technology gateway to payment
service providers; uninterrupted call recording for auditing; FCA and PRA
compliance; strict regulation on people and property access to center
• Focus on quality assurance and training
• Measure what we do and tell you
• Experienced management team fit for purpose – over 100 years combined
. managing contact centers
• Tried and tested recruitment process – right people first time
• Rigorous performance management – target and service orientated culture
• Proven technology – reliable, secure, redundancy, modular and future proof
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Company Structure
Board of Directors
Chief Financial Officer
Kads Kahn
Commercial Director
Faizal Khan
Director of Strategy &
Innovation
Glenn Hurley
Chief
Executive
Officer
Fraser
Wheeler
Technology Manager
Pradeep Ramoutar
Operations Manager
Shane Pearce
Core Trainer
Michelle Kinsanally
Data Manager
Paul Mc Kenzie
Non-Executive Adviser
Derwyn Jones
Quality Manager
Sekou Belle
HR Manager
Max Persaud
Team Managers
Nkechi Carter
Nick Bullen
Shadee Fredricks
Account Operators
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Recruitment & Selection
• Recruitment based on client need in
..skills, knowledge and experience
• Rigorous process of selection
• Continuous assessment of .
..performance
• Selection process adapted as
..necessary to performance
..assessments
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Cost Comparison
Country
Outbound Cost / Hour
($ US)
(₤ GR)
USA
25
UK
Key Benefits
Key Issues
15
India
15 - 16.50
10.00
Established market
Scalability
Technical skills
Increased costs
Demand for quality people
Non neutral accent
Exchange rate fluctuation
High agent attrition
South Africa
15 - 17
10.50
Established market
Scalability
English speaking
GMT Time zone
Increased costs
Demand for quality people
Exchange rate fluctuation
Philippines
13 - 16
9.00
Established Market
Scalability
Cost Competitive
Non neutral accent
Time zone issues
Demand for quality people
Exchange rate fluctuation
High agent attrition
Jamaica
12 - 14.50
8.50
English Speaking
Time zone GMT-5hrs
Scalability
Availability of workforce
Barbados
14 - 15
9.00
English Speaking
Time zone GMT-5hrs
Scalability
Availability of workforce
8.00 *
Neutral English accent
Well educated workforce
Cost competitive
Government support
Extensive broadband capacity
Eastern US time zone GMT-4hrs
Stable US$ - G$ exchange rate
Experienced Management team
Guyana
12 – 13.50
US $1.60 = ₤1.00 *
*Globally competitive inbound
rates available on request.
Relatively New Market
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System & Network Capability
Highlights include:
• Dedicated fibre optic from Georgetown to Miami, with maximum redundancy.
• Private cloud-based technology platform with full flexibility and international connectivity via private
network to Miami NAP of Americas
• Entire private network monitored and managed on a 24 hour basis
• Full multi-media capability e.g. web chat
• Non-internet based service & broad band optimization ensures highest voice quality and data
security
• PCI compliance: fully compliant gateway to payment service providers offering protection from risks
of payment and data compromise and fraud; and uninterrupted call recording for auditing, FCA and
PRA compliance.
• Secure campaign monitoring for client in real time
• CRM integration, Data Analysis and Answer Machine detection
• In-bound skill-based call routing and Intelligent IVR
• Full voice in-bound capabilities including messaging and music on hold
• US numbering options including local or toll free (and other international destinations)
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Our Network
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Directors
Ralph Ramkarran – Chairman
Ralph Ramkarran is the Senior Partner in Cameron & Shepherd, Guyana’s oldest and best
known law firm. He is both the former Speaker of the National Assembly and an Executive
Member of the People’s Progressive Party/Civic, the political party currently in Government.
Glenn Hurley – Director of Strategy and Innovation
Glenn has worked in senior contact centre roles for the last 30 years, including as
President of SITEL Asia Pacific. Highlights included his winning and handling of the
world's largest out-sourcing deal, with The Microsoft Network (Msn). In 2000 he
helped launch Port@l, which quickly became the fastest growing UK contact centre
business of its time.
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Directors
Faizal Khan – Commercial Director
Faizal Khan is a young entrepreneur with recognized marketing expertise, who’s
most recent success came on BBC hit TV show Dragon’s Den, when he secured a
substantial investment from Dragon billionaire James Cann for his Guinness Book
of Records World’s Smallest Car, the Peel P50.
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Senior Staff
Kads Kahn – CFO
Kads, both a Banker and a Chartered Accountant, served as a Shadow Minister
and front bench Member of Parliament in Guyana and is a former Central
Executive Council member and Treasurer of the PNC , the main Opposition Party.
He was a founding director of Demerara Bank Ltd., the first private sector
indigenous bank in Guyana. He trained Bankers and Accountants in the City of
London and is currently involved in businesses on both sides of the Atlantic.
Shane Pearce (BSc) – Out-bound Manager
Shane has a
proven record in Contact Centre operations management based on
extensive experience in data analysis, strategic campaign management and staff
leadership.
Shane has impressed a number of blue chip clients with his grasp of
diverse operational issues and his ability to find solutions consistently that are
bespoke to the client. He has shown capacity to get the most out of his teams and
to link them highly effectively to meet client needs.
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Senior Staff
Sekou Belle - Quality Manager
Sekou has relevant management experience and currently oversees quality. His real
time, client facing management role incorporates quality control and superb customer
service. His planning and problem solving skills, coupled with sound strategies ensures
customer satisfaction.
Max Persaud – Compliance Manager
Max has served as an internal quality auditor with Royal Dutch on managing ISO 9001 and
with Philips, Siemens and Brown Bovri in Canada, China and Singapore; and a large
Contact Centre in India. A specialist in supply chain management for over 27 years, he
lectured at colleges in both Canada and Guyana, in International Business and Trade
Compliance. Max is at the forefront of Sambora’s quest to achieve the highest international
standards of quality, as reflected in its soon to be ISO 9001 Audit.
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Sustainability
• Origins of Sambora lie in Guyana’s Low Carbon Development Strategy
• Creation of sustainable jobs: staff well paid and well trained with good prospects, based
on business providing high levels of quality and value added to clients
• Off-setting our carbon emissions through project support to Iwokwama, a million acres of
pristine forest in Guyana
• Support for our local community West Ruimveldt – employment, support for
entrepreneurship, recycling, mentoring and community development.
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Clientele
Why Work With Us
• English is our first and only language
• Our staff have a cultural affinity to the US
• Quality and compliance at the heart of the business
• Easy to work with, open and approachable
• Tailored client approach
• Performance management exemplary
• Technology that delivers
• Full support from the Government of Guyana
• Globally competitive on cost
• Sustainability lies at the heart of our operation
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The benefits
• We know your business. Our team has experience with every main
vertical.
• We are constantly working on ways (e.g. social media) to provide
better support, more customer retention and more sales of your
products and services.
• We have highly professional and experienced account management
and support teams
• We strive for the best in customer experience in everything we do
• We partner with great international support companies
• We tailor our service closely to your on-going needs
We are the out-sourcer with a difference.
never misses a beat