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 2 2 © 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 3 © 2013 Perfetta, LLC Experience with High Profile Clients 4 © 2013 Perfetta, LLC Perfetta/NexxLinx Partnership Top 25 BPO—US-HQ in Atlanta. Global Contact Center Footprint Experienced Management Team Broad industry experience Genesys, TeleTech, Unisys, T-Mobile, Siemens, Verizon, EDS Provides unique end to end solutions 5 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 6 ● 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 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 Finding the Best Application, Resume and Phone Screening 7 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 Curriculum customized to support client requirements 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 8 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 9 © 2013 Perfetta, LLC Technology Cloud-based Customer Interaction Manager Multichannel (Voice, fax, email, chat, social media, SMS) Contact Center Powerful customization tools 10 © 2013 Perfetta, LLC Cloud-based Technology Platform Cloud-based, multichannel, IP-based Contact Center Platform Customers have access to information, service, and support 11 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 12 © 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 13 © 2013 Perfetta, LLC Mobile Access 14 © 2013 Perfetta, LLC Customer Experience Agent Feedback and Coaching Agent Call Review Immediate feedback Training needs identified Audit and Review 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 15 © 2013 Perfetta, LLC • Surveys provided by - Email - IVR - Web 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 16 © 2013 Perfetta, LLC Thank you 17 © 2013 Perfetta, LLC Appendix 18 © 2013 Perfetta, LLC Peru Facility CURRENT FACILITY 19 © 2013 Perfetta, LLC Peru Facility 20 © 2013 Perfetta, LLC Peru Facility 21 © 2013 Perfetta, LLC New Site Option Under Reveiw 22 © 2013 Perfetta, LLC