Transcript Hiring the Best

Transforming the customer experience
Minority Owned
MBE Certifications Applied For
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
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© 2013 Perfetta, LLC
© 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
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© 2013 Perfetta, LLC
Experience with High Profile Clients
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© 2013 Perfetta, LLC
Perfetta/NexxLinx Partnership
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Top 25 BPO—US-HQ in Atlanta.
Global Contact Center Footprint
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Experienced Management Team
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Broad industry experience
Genesys, TeleTech, Unisys, T-Mobile, Siemens, Verizon, EDS
Provides unique end to end solutions
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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
Telephony/Telecommunication, Technology, E-commerce/Retail,
Publishing, Logistics, Healthcare, Media/Entertainment, Financial Services,
Utilities and Government
© 2013 Perfetta, LLC
Industries / Service Offerings
● Repeat purchases
● Account change
● Issue resolution
● Billing information
● Product
information
● Claim processing
● Reservations
● Warranty calls
● Social Media
● Chat
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● 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
© 2013 Perfetta, LLC
● Collections and
receivables (early
to late stage)
● Transaction
processing (order
and payments;
claims; insurance;
warranties;
coupons)
Staffing
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Finding the Best
 Broad based Community focused recruiting campaigns
 Promoting benefits, incentives, and advancement
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Selecting the Best
 Rigorous Screening/Testing/Assessment/Selection Process
 High Quality Motivated Candidates
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Results – Hiring the Best
 Capable New Hires – Eager to learn
 Lower attrition
Finding the Best
Application, Resume
and Phone Screening
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Selecting the Best
Assessment Testing
Face-to-Face Interview
Drug and B/G Screening
© 2013 Perfetta, LLC
Hiring the Best
Hiring the Best
offer And
offer And
On-boarding
On-boarding
Training and Continuous Improvement
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Curriculum customized to support client requirements
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Comprehensive Classroom / Labs / Tool sets
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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
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Service, support, brand, company culture
Customer facing support skills
Specialized skills and cross training
Qualified, well trained
Earlier productivity
Specialized highly effective skill sets
Attracts and transitions the best qualified candidates
© 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 Sessions
Focus on Continuous Improvement
•Soft Skills (tone of voice, etc.)
•Product Knowledge
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© 2013 Perfetta, LLC
Technology
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Cloud-based Customer
Interaction Manager
Multichannel (Voice, fax,
email, chat, social media,
SMS) Contact Center
 Powerful customization tools
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© 2013 Perfetta, LLC
Cloud-based Technology Platform
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Cloud-based, multichannel, IP-based Contact Center
Platform
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Customers have access to information, service, and support
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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
how, when, and where they want
Unified communications, integration, and development tools
© 2013 Perfetta, LLC
Solution Architecture
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© 2013 Perfetta, LLC
Reporting
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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
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Comprehensive metrics and KPIs
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Real-time & interval reporting
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Open data mart supports
flexible/customized reports, dashboards,
and analytics
Management reporting portal and
executive dashboards
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© 2013 Perfetta, LLC
Mobile Access
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© 2013 Perfetta, LLC
Customer Experience
Agent Feedback
and Coaching
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Agent Call Review
Immediate feedback
Training needs identified
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Audit and Review
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Data Capture
Results Analysis
Audit Scores
FCR and Survey Results
Call/Recording review
• Call and Recording index
• Results available/Agent review
• Stored for audit and analysis
Agent Interaction
Survey Promotion
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© 2013 Perfetta, LLC
• Surveys provided by
- Email
- IVR
- Web
Client Services
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Delivers client objectives
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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
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© 2013 Perfetta, LLC
Thank you
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© 2013 Perfetta, LLC
Appendix
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© 2013 Perfetta, LLC
Peru Facility
CURRENT FACILITY
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© 2013 Perfetta, LLC
Peru Facility
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© 2013 Perfetta, LLC
Peru Facility
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© 2013 Perfetta, LLC
New Site Option Under Reveiw
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© 2013 Perfetta, LLC