introducing the axess1 contact center development team … centers voip! axess1...
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Introducing the Axess1 Contact Center
Development Team and Technology Solutions
Our Contact Center Communications Platform (CCCP) is hosted and managed by VOIP! Atlanta and is located in the QTS Atlanta Metro Data Center, Suwannee, Georgia, the second largest data center in the world. We have a bank of dedicated redundant rack mount servers and contact center Dialer and PBX servers strategically positioned in the QTS world class secure data center environment. Our hosted CCCP can provide the core communication infrastructure to Contact & Call Centers located anywhere in the world.
The following contact center presentation is one example of how we can provide a turnkey Contact Center package.
Some of the QTS Data Center National Infrastructure Features & Benefits
HEALTHCARE
HIPAA compliant data center solutions tailored to IT challenges facing healthcare organizations.
FEDERAL SOLUTIONS
Infrastructure solutions for your data center consolidation and application virtualization needs.
COMMUNITY IMPACT
See how QTS supports non-profit programs and agencies to strengthen our communities.
KEY POINTS OF CCD:
�Affordability•Price Points 20% to 50% less than the states •State of the Art Technologies
�English Nuances •Some of the personnel are U.S. Citizens or hold dual citizenship•Familiar with American idioms, Linguistic nuances•Many have lived in the states
•Awareness of American Culture
•Ex-Pats and/or American Citizens •Experience in handling USA based businesses
•Fortune 500 clients •Cable & Telecom clients •Relationship with VCC either as a division or Teaming Partner
•Production Billable Minutes
•$0.36 to $0.41 contingent upon complexity of project•Center is 2 TO 3 hours away from the states •Access to skilled and trained Call Center Resources
•Low Turnover
•Lower Labor Costs (30% to 50% lower than the States)•Educated & Multi-lingual ( bilingual--English & Spanish)
•Scalability and Expandability--can add at least 300 more seats at every facility
To offer our national and foreign customers, contact center solutions, tailor-made to their
needs, with high standards of quality trained teams of human resources and technological
support.
Mission Vision
Values
To redefine nearshore solutions for our customers, while at the same time focusing on
the agent’s preparation and evolution. Making quality, the most important aspect of our
business.
Loyalty, Character, Consistency
Contact Centers Dominicana Overview
In 2012 Contact Centers Dominicana started establishing a call center network in Dominican Republic dedicated to supplying Inbound/Outbound call center solutions.
Our first state of the art 300 seat facility is located on 15,000 square feet of prime real estate in the heart of Dominican Republic’s financial district of Santiago and is fully
operational.
Deployed in this facility is a range of state of the art products and equipment including
fully automated customer contact workstations, computer aided training center, and an Internet library allowing employees personal access to career building tools 24 hours a
day.
Our unique combination of technology and services work collectively to enable intelligent customer interactions and optimal productivity.
The result is Dominican Republic’s most innovative outsourced customer interaction
center.
Contact Centers Dominicana LocationDominican Republic presents a sustainable advantage for the rapid development of IT
related businesses and has enhanced its natural competitive advantages by
Government incentives and programs to attract investors.
These competitive advantages:Modern infrastructure several domestic/international flights
modern seaports
international shipping links
adequate electricity supplies
State of the art telecommunications infrastructureLiberal fiscal incentives that include tax exemptions
customs clearance
Attractive labor rates which guarantee significant cost savingsContact Centers Dominicana has Free Zone status and is able to take full advantage of
the liberal fiscal incentives offered to enterprises that locate in the country's free zones
The Contact Centers Dominicana operations profile is designed and developed to offer a range of services:
Inbound applications and skills based routingOutbound Calling Campaigns
Email ManagementReportingDatabase Management and Fulfillment
Back Office Processing
Our highly sophisticated Customer Interaction Center offering is targeted at medium to large-scale projects and includes a number of functional areas:
Marketing Concepts and Strategic PlanningNew Customer Acquisition
Customer RetentionCustomer Service
Customer Relationship ManagementEmail Campaigns and Chat Support
Contact Centers Dominicana Services
Contact Centers Dominicana Deployment
Contact Centers Dominicana offers a turnkey solution with a full suite of Contact Center functionality for inbound, outbound voice and email programs during its 7-day week, 2
shifts per day operation.
Competitive rate offerings and a dynamic professional staff.
Fully staffed center with trained agents exhibiting fundamental Contact Center, Customer
Service, and Computer Skills. Our environment facilitates clients launching operations quickly, following any client specific training and customization to the TSR functionality.
At Contact Centers Dominicana we work with our clients to create strategic partnerships;
developing and delivering customized programs that achieve results.
We provide proactive program management, leading edge technology and robust reporting, we’re dedicated to helping you add value to your customer relationships.
MEET OUR TEAM
EXECUTIVE TEAM
Has been an entrepreneur in Dominican Telecommunications Industry, since the mid 90´s when at the age of 21 he began to provide local businesses in Dominican Republic with IP Telephony.
Mr. Ziegenhirt brings over 18 years of Telecom experience to CCD. During his career, he has been a pioneer of the Dominican Long distance market seeing it develop from a deeply regulated
industry with 2 major carriers, to one of the leading and more diverse in the world. Having negotiated his first interconnection agreement at the age of 27, when he created the first strictly
long distance carrier in Dominican History. In later years he spearhead the deregulation of the ILD
market by successfully arguing for the establishment of the current compensation legislation.
During his career he has negotiated with every mayor U.S telecommunication carrier from AT&T to IDT, to Ibasis and others. On the outsourcing side has worked with many of the industries
leaders from Americall, Tele Performance USA/France, as well as smaller operations like North American Telephone Networks (NATN), Marcom, and Net2phone.
“Innovation and rapid adaptation are the keys to success, anticipating the needs of your
customers, rather than simply servicing them"
Carlos Ziegenhirt
CEO
Shawn’s experience includes over 15 years of executive-level responsibility in the outbound/inbound tele-services industry, with
expertise in new business start-ups, organizational structuring, policies/procedures development, operations management, fiscal
administration, budgeting and forecasting, market expansion, client services, account maintenance, training/education and quality
assurance.He is a pioneer in the Caribbean Call Center Industry, having worked at principal positions over the past 15 years with major call
centers across the Caribbean, Shawn is a results-orientated, innovative leader with proven record for capitalizing on business
opportunities, establishing profitable operations and driving revenue growth.
Shawn Gibson
COO
As a founding partner of the De Jesus, Almeida & Associates
Law Firm, institution for which he labored for 15 years, since 1988, he acquired a vast experience in this area. He has
worked in numerous companies within the Dominican Republic,
specifically in the Cibao or Northern Region, performing in the
management positions. Israel Almeida brings to CCD over 30 years of professional experience. He has exercised the
functions of Management Consultant and Teacher, for more
than 30 years in the PUCMM University.
Israel Almeida Garcia
CFO
Co-Founder of Formas Continuas, one of the largest retailers in the country, Mr. Caba has over 20 years of experience
managing team of over 500 direct employees. With his
knowledge of Labor Operations and his unique management
style, he has created a “campus’’ atmosphere at CCD that
considerably reduces the attrition ratio, when compared with most centers our size.
Bolivar Caba
CSO
David brings to CCD over three decades of experience in
Business and Technology Management. He has a double major
in Information technology and Business. David also shares a
military background, having studied in the US Army Signal Corp, as Fixed Station Technical Controller and over going the
Electronics Communications Installer Courses.
David S. Jenkins
CTO
EXECUTIVE TEAM
Carolina brings over 10 years of Human Resources and Customer
Service experience to CCD, she holds a Engineering Degree from the Pontificia Universidad Católica Madre y Maestra. Prior to joining
CCD, served as President of a Telecom collection agency, where she successfully managed and grew a Customer Service based
collections portfolio from one thousand dollars per month to over 3 million dollars per year in less than 4 years. Prior to that, she served
as Santiago station manager for American Airlines cargo, where she, again, successfully oversaw the logistics and managed over 10 million per month in merchandise which was shipped out through the
Cibao International Airport. While at American she managed a staff ofover 200 employees of all levels.
Carolina Balbuena Ziegenhirt
VP Human Resources
Jose is a Business Administration graduate. He carries out his duties as Vice-President of International Business. His
experience includes his know-how in the telecommunications
trade as of 2007 working with international corporations such as
Orange, Claro and Tricom. He has created and directed the Department of Information Services at Las Americas
international Airport, which serves to the benefit of millions of
people.
Jose Guzman has received a Diploma in Finance, Development
and Evaluation of projects, Exterior Commerce, Upper
Management, Vendor management and Customer Service.
Jose A. GuzmanVP Regulations
Jim’s career began in the telecommunications industry with Clarion Global Networks as an accounting manager with control of both
receivables and payables management for a period of 2 years. Additionally, Jim served as Provisioning Manager and Circuit Engineer
for 3 years. Following this, Jim served as the Operations Manager for SkyMax Dominicana for 4 years. For the next 3 years Jim spent time
as a Cost Analyst and Pricing Manager for AT&T (formerly BellSouth Business Systems). More recently, Jim’s experience brought him to
the Merchant Services Credit Card Acquiring industry with ElavonCorporation. Elavon is the third largest credit card processor in the UnitedStates.
Jim Albanese
Director of Client Services
EXECUTIVE TEAM
• 14 years of experience in
Telemarketing working on various projects in sales and customer
service.
• Campaigns worked on:
-Aegon-Parago – Bell South
-Stream International
-Florida Bahamas cruise
-Life Watch
• 4 years of experience in
Telemarketing working on a
variety of campaigns in sales and customer service.
• Campaigns worked on:
-Natural source Store
-Global Beauty Products-Le Patch
-Dialog One
-Home warranty service
-Parameds (currently)
Julio SanchezOperations Manager
Sammy CeranProgram Manager
Frederico LeonOperations Manager
MANAGEMENT TEAM
•14 years of experience in Telemarketing working on various
projects in sales and customer
service.
•Campaigns worked on:
•- Ops manager for AT&T tier 1
support
•- Ops manager for Aegon
•- Sprint •- BellSouth
•MSOC certified
•OMCT certified
Jose AbreuSupervisor
• 14 years of experience in the call center industry
working in customer
service and telemarketing.
• Campaigns worked on: - First American Title
- Verizon - Sprint rebates
• - HSBC• - Life Watch
• 8 years of experience in the call center industry working in
telemarketing and customer
service.
• Campaigns worked on:-Sprint
-T-Mobile
-HSBC
-Parameds-Life Watch
• CRMs worked on:
- Compendium- Contact Manager
• 10 years of experience in the
telemarketing industry.
• Campaigns worked on:
-Sprint
-First American Title-HSBC
-People PC
-Life Watch
• CRMs worked on:-PTS Systems
-Synergies Systems
Ernest DesireSupervisor
Daniel VerasTrainer
SUPERVISION TEAM
• 7 years of experience in the telemarketing industry working on various types of campaigns. Tomas Lara
• Campaigns worked on:-Dynamite (Aegon Group)-Plan Plus-Motor Plus-Econo-Pages-FBCV(Florida Bahamas Cruise Vacation)-Premium Buyers Direct-Suite Life-Life Watch/ New Boomers Alert
• 7 years of experience in the telemarketing industry working in sales and customer service.
• Campaigns worked on:- FBCV-Global Direct Savings- Suite Life-Premium Buyers Club-Life Watch
• 4 years of experience in the telemarketing industry working on various types of campaigns.
• Campaigns worked on:-Sirius XM Satellite-Language Line Interpreter-SEO-Bit by Bit-Life Watch-VIP Savings
• 9 years of experience in the telemarketing industry working on various types of campaigns. JErson
• Campaigns worked on:-Aegon -Plan Plus-Econo-Pages-FBCV(Florida Bahamas Cruise Vacation)-Premium Buyers Direct-Suite LifeGlobal Direct Savings-Life Watch/ New Boomers Alert
Jerson GutierrezQA Manager
Thomas LaraQA Agent
Cleto CabrejaQA Agent
Arturo VelozQA Agent
QA TEAM
Campaigns our team has worked on in the past
GETTING NEW EMPLOYEES
Tremendous opportunity
Excellent pay and benefits
Exciting recognition programs
Outstanding team
Rapid growth company
Benefits of Joining the CCD Team
Recruiting & Hiring
Hiring Process� Agent profiling
� Good work ethic, articulate, courteous� Client specific profiling
� Multi- step interview process� Initial screening – applicant is pre-screened before
interview
� Application screening
� Literacy� Previous work history� Potential
� Interview� Personal data questioner� Computer based testing� Reading skills screening� Voice and writing screening� Role Play
� Background Check� Criminal� Drug
We realize our number one resource is our personnel. The key is to attract and retain talented, well qualified people.
Recruiting Pipeline� Job Fairs
� News paper
� Online job placement boards
� Walk Ins
� Employee Referral Program
� Radio Ads
� Social Media
Training
Keys to success
Projecting a Winning Attitude
Setting Expectations
Establishing Goals
Person Plan of Attack
Building Skills (Inbound)Call ControlProper WordingPhone ProtocolBuilding Rapport
Building Skills (Outbound)
Effective Listening Skills
Questioning Techniques
Closing Techniques
Handling Objections
Resolution Selling
Seven Steps to a Sale
The Presentation
Reaching and Identifying the Decision Maker
Understanding Buying Signals
Transitions
The Initial Approach
Role Playing
Testing
Soft Skills (Inbound)
Customer Handling Skills
Effective Listening Skills
Phone Etiquette
Call Handling Techniques
Stress Management
Time Management
Computer Based Training
Navigation – Phone system, CRM
MS suite – notepad, word, etc.
Basic Typing
Our custom designed training curriculums are module based and are geared towards customer service
techniques and outbound sales skills as they relate to presenting a scripted presentation.
Quality Assurance
The goal of monitoring our agents are: 1. ensure that all Federal, State, client, and CCD criteria are
being met. 2. provide feedback that may enhance and or help production. 3. serve as a teaching tool that will highlight what the agent is doing right, and provide constructive feedback and coaching on the
agent’s areas of opportunity.
At CCD the word “quality” defines the entire experience enjoyed by our clients and the customer.
Monitoring Methods
− Side by side
− Blind monitoring
− Record and Review
− QA/QC ReportingDaily Monitor Report
Weekly Monitor Report analyzes a TSR’s
progress and management coaching from week
to week.
Daily Sales Analysis reviews daily sales for cumulative Project performance.
Procedure
− Each agent is to be monitored 3 to 5 times per week for full time employees.
− Use CCD monitoring form, unless
otherwise directed by client requirements.
− Monitor 2 complete calls, score and evaluate the agent’s performance.
− Track all agents being monitored.
− Provide feedback via the 4 step
process.
− Documentation of feedback session.
Quality: Pre and Post Sale
Quality Checks – on the frontReporting and coaching alignment – Compare QA monitoring forms against agent performance
reports.On-going monitoring with daily feedback – Multiple members of staff monitoring for real-time call
flow adherence.
Quality Checks – on the back
Digital recording – system is backed up daily. Recordings are kept at our secured noc.
Real time verification – Sales are verified immediately, to allow for immediate coaching, and reinstates if necessary.
Incentives – Agent incentives are based on back-end numbers.
Audits – Account Management and QC team perform monthly sales audits and weekly sales spot checks to ensure quality.
Reporting and Measurements
On-line reporting system –
Real-time reporting tool shows agent performance and team performance.
Dialer System –
CCD’s system has logic capabilities that allows reporting on disposition
tracking that shows why most customers are accepting or refusing the
offer.
Daily operational reports –
Customized per client.
Proof of enrollment requests via .wav and/or .vox files –
Requests are turned around within 24 hours.
INBOUND OUTBOUND
KPI KPI Description Definition KPI KPI Description Definition
SL Service Level(Net Calls answered within defined
time period)/(Net calls Offered)CM Calls made
Total calls made per time period
AHT Average Handle TimeThe amount of time it takes to
handle a callPen Penetration
Total completes to date/Net beginning
universe
ARAbandonment Rate
%(Calls Offered-Calls
answered)/(Calls Offered)Conv Conversion rate Sales / Contacts
FCRFirst Call Resolution
%100% - %age repeat calls SG Sales Growth
Previous period sales revenue / Current period sales revenue
ASAAverage Speed of
AnswerAverage waiting time in Queue for all
answered call.SPH Sales Per Hour Sales / Hours
MAFI Fatal Errors %No. of Fatal Errors/ Net Calls
AnsweredCPH Contacts per Hour Total Contacts/hours
Tag CRM Tagging 100% calls are to be tagged in CRM ACW After Call WorkTime spent inactive after
a call has ended
Internal QSAT
Internal Quality ScoreAverage monthly quality score for agent, based on mutually agreed
parametersDPH Deletes Per Hour
Total number of dials made by the dialer /
Hours
CSATCustomer
Satisfaction scores
Instant feedback by the customers through SMS on their last
interaction.
External QSAT
External quality Audit Score
Percentage rating given by the external agency on top 2 and bottom
2 boxes on a 5 point scale to Call center response while conduction
audit by mystery calling.
Key Performance Indicators Managed
OUR TECHNOLOGY
Contact Centers Dominicana Technology
Open Source dialer by Vicidial solutions Call
Processing Systems
Automated Call Distribution
Customized Queuing and On holding
Messaging
Completely customized production and
performance reports
Online change and incident management
system
Architecture built on leading edge technologies
Digital voice recording and retrieval
Online quality monitoring system
�Telephony
- Multiple Vicidial Clusters
- 8 Predictive Dialer/ACD Servers
- 4 SQL Servers
- 3 Web Servers
- 2 Archive Servers (100% recording of all calls)
- Remote monitoring capabilities (spy & barge)
� Telecom
- Redundant connections to the U.S. utilizing IPL & DIA (international private line & direct internet access) circuits
- Diverse fiber & wireless local loops
- Multiple SIP Trunk providers (1200 calls)
- Redundant US Tier 1 data center co- locations in Atlanta and Miami
I.T. Systems- Network Infrastructure
- Dell Power edge Servers (CENTOS/SuSE Operating
Systems)
- Cisco Catalyst 6513, 6509, & 4006 Data Switches, with
10\100\1000 MB Full Duplex
Security/Firewalls/Intrusion/Patch Mgt.
- Pf Sense Firewalls (Dell Power edge)
- CSF (IP tables management)
- Cisco ACL (Access Control Lists)
-IDS (intrusion detection system)
-Multi layered security
Workstations:
-Dell Optiplex
- LCD flat panel displays (1024x768 resolution)
- HQ Headsets /w noise suppression
Maintenance & Support
- IT Staff – Degreed & Certified Network Engineers with
extensive telecom & IT backgrounds – 2nd & 3rd level
support agreements in place
IT OVERVIEW
• (Backup) Electric Power
Generator:
- 5,000 l. capacity, with redundant unit
installed
-large scale ups to support IT room
-ups back up for each work station
Technology and Multi-tiered Service Support
Diverse Redundant Network Providers
- Ring 1 – Tricom Fiber
- Ring 2 – Columbus Fiber
- Ring 3 – Claro Copper
- Ring 4 – Wireless Solutions
� Tier 1 US Data Centers
- Atlanta (QTS Tier 1 Data Center)
- Miami (QuadraNet Tier 1 Data Center)
� Power Back up
- Redundant UPS
- Redundant Systems
- Generator Back up
- Own power after secure
� Management Oversight
-Dynamic Back up with mgmt. oversight
-Prefer mgmt. supervision
Contact Center Network Diagram
OUR BENEFITS
Standardized infrastructure and processes.
Module based training for all levels of personnel.
Accountability at each position.
Audit process to target areas of opportunity.
Higher ROI for our clients.
CCD’s Platform Offers
Duplication
Our model is transferable and easily duplicated around the world.
Puerto Rico provides the resources and infrastructure that would
readily support the rollout of a nearshore contact center
operation.
ScalabilityAbility to adjust staff as hours
GROW.
AccountabilityProblem with bigger centers,
agents are lost in the pack –NOT HERE!
ProfitabilityGrowth in hours,
Growth in revenue,
Growth in profit.
Benefits of our infrastructure
Trust your customer relationships to a contact center that understands:
Your customers’ value
Your business
Your goals
