teledevelopment services
DESCRIPTION
TDS OverviewTRANSCRIPT
Company
LOGO
Summary of Services
Company
LOGO CAPABILITIES SUMMARY
1. Who is TeleDevelopment Services? 1. Who is TeleDevelopment Services?
2. TDS Services2. TDS Services
3. Putting it all together 3. Putting it all together
a. Consulting a. Consulting
b. Staffing b. Staffing
c. Assessment c. Assessment
d. Training d. Training
Company
LOGO TDS HISTORY
Founded in the US
in 1991 by Jon E. Kaplan
Launched full blown Phil office in April 2004
Opened TDS branch in Cogon, Cebu City last Sept. 2009
Company
LOGO
AUSTRALIA
PHILIPPINES
PERU
BRAZIL
DOMINICANREPUBLIC
CANADAU.K. JAPAN
INDIA
NETHERLANDS
BELGIUMCHINA
MEXICO
KOREA
INTERNATIONAL EXPERIENCE
Company
LOGO TDS REPEAT CUSTOMERS (PH)
Company
LOGO CAPABILITIES SUMMARY - CONSULTING
TDS can help a Philippine based operation with:
• Strategic Planning • Logistics• Operations• Philippine HR Policies• Workforce Planning• Compensation Advisory
• Operations Audit
• Campaign/Vendor Management
Company
LOGO CAPABILITIES SUMMARY - STAFFING
• Profiling candidates for call center fit• In partnership with top call centers in the country for repeat
business
TDS proprietary process results: 85% of our candidates presented to a client are hired and remain with the client through the first 45 days of employment.
Company
LOGO CAPABILITIES SUMMARY - STAFFING
• Management of the recruitment function which include:
• Provision of dedicated team including managers and personnel for account management, recruitment, training and HR support
• Creation of benchmark profiles required agents using TDS proprietary and 3rd party assessment tools
• Development and implementation of required recruitment strategy (i.e. ad placements, job fairs, campus tours) to meet agreed upon headcount requirements
• Implementation of agreed upon recruitment process (sourcing, screening, testing, interviewing) for various positions based on approved candidate profiles
• Reference Checks and Medical Clearance
Company
LOGO HRO RECRUITMENT PROCESS (RP)
Client provides 45 day forecast
FoundationTraining
SourcingSelectionProcess
Turnover toTraining
Turnoverto Client
SO SP TT FT TC
Perf. Mgmt.& Reporting
PMR
Company
LOGO SOURCING PROCESS FLOW
ESTABLISHINGTARGETS
IMPLEMENTATION / EXECUTION PLANNING
MONITORINGOF
ACTIVITIES
CORRECTIVEMEASURES
PERF. MGMT.&
REPORTING
PROFILINGOF
AGENTS
Accounts
• TCCR / CSR• Specialized
Profile of Placed Candidates
• Demographics• Sources Establishing Ratio of Resumes to Grads List
Personnel Deployment
Expense Budgeting
Sourcing Activities
• HRO Email• Jobstreet• Friendster• Referrals• On-line Job Posting• Grads List• Walk-in• Inbound Inquiry
• Referral Partners•Job Fairs• Sourcing Partners• Mall Kiosk
Database Management
Turnover of Acquired LeadsTo Phone ScreeningGroup
Show-up Rate for ReferredCandidates
Daily Yield from Screening / Placement
Company
LOGO SAMPLE SOURCING PROCESS FLOW
Ads Placement
Phone In
SP1b English Skills Assessment Tool
SP1c Log Sheet
Phone Screen
SP1f Interview Schedule
Schedule forFace to Face
Recommend forBEST
MonitorNo Show
Callout forRe-scheduling
Job Fair
Face to FaceInterview
Referrals/ Others
On LineJob Board
School Listing
P
F
SP1a Telephone Interview script
SP1e BEST Schedule
SP1g Interview Attendance Log Sheet
SP1h Candidate Profile Sheet
SP1
SP2
SP1d BEST Outline
Fill up Candidate Profile Sheet
SP1i Resume
PC Recruiter
Company
LOGO SCREENING PROCESS FLOW
P
F
Local Placement
Phone Screen
Candidate Profile Sheet
CandidateResume
Read Aloud Script
P
F
Database/ Endorse candidates for: Downstream
Candidate Profile Sheet
Endorsement Schedule to various CC
Employment Application FormCandidate Profile Sheet
Testing database
Candidate Placement Agreement
Test Versant TestInitial Interview
Grammar, Vocabulary, Tenses test Technical Exam Skills Check Listening Test Typing Test
TIN ID
Final Interview
Downstream - 8-9
HRO Training – (60-64) / 9
Final Interview – 10
Fail - 7
Company
LOGO TDS STANDARD TESTING TOOLS
Grammar Test Listening TypingTechnical Exam
Company
LOGO TRAINING ON-BOARDING PROCESS FLOW
Selection Process
TDS HR Receivescomplete requirements
of the candidates &obtains names of
qualified candidates
Foundation Training
Foundation Training Endorsement Form
Foundation Training
TT
TDS-HR updates statusOf candidates
Foundation Training Endorsement Form
Endorsement of candidates’ names
to Training
PC Recruiter
Sourcing Effectiveness Form
Fill Rate Report
Submission of requirements to
Client
Foundation Training Endorsement FormRequirement Checklist Form and Kit
Foundation Training Endorsement Sheet
FT
SP
Orientation
Company
LOGO FOUNDATION TRAINING (FT)
TDS HR turns over list of
participants for training
Training Head determines # of
classes
Trainers conduct classes
TD schedules trainer/s per class
Trainers’ Weekly / Monthly Schedule
C
NC Recommend for Retrain
Trainer’s recommendation reportRelease
participant
Trainer’s recommendation report
English Skills Training (EST)
Participant’s’ Attendance Sheet
EST Preliminary Mock Interview Sheet
EST Final Mock Interview SheetTrainer’s recommendation report
Recommendation report to be sent to TM through email
C
NC
Forward list to TDS HR
Trainer’s recommendation report
Agent Skills Training (AST)
AST Role-Play Grading FormTrainer’s recommendation report
Recommendation report to be sent to TM through email
Recommend for Retrain
Trainer’s recommendation reportRelease
participant
Trainer’s recommendation report
A
A
Company
LOGO CAPABILITIES SUMMARY - TRAINING
• Objectives/Scope• Expectations• Strategy Review
– Approach• Resources• Timeframes• Establish
Communications
Objectives/ Resources
Step 1
Review Current Situation
Step 2
Content
Development
Step 3• Collect and Review Existing Tools, Processes & Training Material
• Conduct Interviews• Administer Comfort
Questionnaire • Update Training Materials with Client Content
• Modify Training Evaluation Tool to Support the Program
• Schedule Training• Conduct Training• Conduct Train-the-Trainer
Training• Assess Learning
Effectiveness
Implementation
Step 4
Company
LOGO TRAINING DELIVERY
• Traditional Classroom-Based
• Web-based E-Learning• Online Public/Private Classes• Available in 5 Courses with 15 Topics
• Web-based Webinar• Available in 50+ Topics x 90 minute modules
Company
LOGO AGENT TRAINING PROGRAMS
• Foundation Training
• Near-Hire Training
• English Skills Training
• Customer Service Training
• Technical Support Training
• Sales Training
• Culture Training
Company
LOGO SUPERVISOR TRAINING PROGRAMS
• Leadership
• Performance Management
• Key Performance Indicators (KPI)
• Quality Assurance
• Workforce Management
• Program for Coaches
• Facilitation / Presentation Skills
Company
LOGO MANAGEMENT & SPECIALIST TRAINING
• Culturalization Training
• Time Management
• Transition / Change Management
• Emotional Intelligence
• Quick-Hit Training Programs
Company
LOGO TRAINING METHODOLOGY
This process drives:
Experiential learning through detailed role-plays, exercises, and “hands-on” practice sessions.
Training assessments are used to measure learning retention.
Critical information is reinforced through a five-step process which include:
ReviewDemonstratePracticeDiscussEvaluate
Company
LOGO CAPABILITIES SUMMARY – MANAGEMENT RECRUITMENT
• Operations• Customer Service• Client Services• Sales• eCommerce• Technical• Help Desk
• Vice Presidents• Directors• Managers• CFO• COO
Proven recruitment and placement of qualified candidates for all levels of management and specialist positions in the contact
center industry
Company
LOGOMANAGEMENT RECRUITMENT – OPERATIONS PROCESS FLOW
Sourcing-Online Ads-Research -PCR-Reference List-Networking-TDS - US Database-Job Portals
Phone Screening or Face to face
Interview
For Profiling and
Endorsement to Client(s)
Client Interview
Schedule Interview and
Screening with Client(s)
Reference Checks as
needed
Job Offer by
the Client
Placement Details [Start Date, Compensation
Package, Position, etc.]
Hiring Confirmation(Start Date)
Start(Upon contract
signing)
3 – 5 days
2 days1 – 2 days
Client Interview
1 – 2 days
Calibration with Client
Company
LOGOCAPABILITIES SUMMARY - ASSESSMENT
• The world leading automated spoken English assessment kit exclusively distributed by TDS in the Philippines
• Correlates well with other tests, such as TOEIC, TSE, and ILR oral proficiency interviews
www.ordinate.com
LANGUAGE ASSESSMENT TOOL
Company
LOGOCAPABILITIES SUMMARY - ASSESSMENTTHE VERSANT ASSESSMENT PROCESS
STATISTICAL OPTIMIZATION8,000,000+ speech files
800,000 transcriptions
280,000 human grades
> 100 languages
SIGNALANALYSIS
SEARCHALIGNER
SCORER REPORTSPEECH
RESPONSEMODEL
SCORINGMODEL
ASR
REFERENCENORMINGSPEECH
CANDIDATE NORMINGSPEECH
Augmented Recognition DesignAugmented Recognition Design
Company
LOGOCAPABILITIES SUMMARY - ASSESSMENT
VERSANT TEST FORMATS
Versant English-
Quick Screener
Repeating Sentences
Versant English-
Level Test
Versant English
Test
Giving Short Answers
to Questions
Reading Aloud
Giving Short Answers
to Questions
Repeating Sentences
Building Sentences
Reading Aloud
Giving Short Answers
to Questions
Repeating Sentences
Building SentencesStory Re-telling
Open-Ended Questions
Company
LOGO POWERFUL TECHNOLOGY
Voice patterns analyzed in visual formatVoice patterns analyzed in visual format
waveform
spectrum
words segmentation
Company
LOGO VERSANT FLEXIBILITY
Test delivery choices:Test delivery choices:
Telephone Based
Telephone Based
Computer Delivered
Computer Delivered
Company
LOGO PAYROLL OUTSOURCING & HR ADMINISTRATION
• Provide Consulting work on HR Procedures• Salary Structure and other related HR policies.• Provide CLIENT with a payroll service to be run outside its premises and will have the ff. functions:
• Attendance Data Verification/DTR Proofing• Employee’s Payroll Processing, produce pay slips and prepare company management reports (Payroll Register, Bank Credit Advise etc.) • Comprehensive Payroll Register. • Generation and Filing of Government Statutory Reports (SSS,PhilHealth &HDMF)• Preparation and Generation of a year-end reports (e.g. 13th Month Pay, Alphalist, BIR Individual ITR, Form 2316, etc.)• Maintains 201 File ( Employee’s Information)
Company
LOGO SETTING-UP DATA IN THE PAYROLL SYSTEM
Payroll Processing
Capture Data from Client attendance
system
Compatible ?
Manual Encoding
Data ConversionStart A
No
Yes
AClient to provide
Attendance Details
Attendance Summary
PayrollInstructions
TDS to Process:- data verification
-computation of Payroll- Update Database
TDS advise to Client Payroll forCredit to bank
Bank CreditAdvise
PayrollRegister
Prepares Payslip & send
To Client
Payslips
Furnish ClientPayroll Register
Final PayrollRegister
B
Company
LOGO GENERATE / FILING OF GOVERNMENT STATUTORY REPORTS
Preparation ofMonthly Reports
TDS submits ReportsTo Client
Client to PreparePayment and File
ReportsEndB
Collection List (R3)
Membership Reg /Remittance Form
(M1-1)
Employer’s QrtlyRemittance
Report (RF-1)
BIR Form1601
Company
LOGO PUTTING IT ALL TOGETHER
TeleDevelopment can bundle all or many of these services into one comprehensive solution.
TeleDevelopment offers flexible, customized solutions to satisfy our clients’ requirements.
Company
LOGOTeleDevelopment Services is an industry leader in contact center
solutions and offers the best strategies to move your business forward
• 2009 Spirited Teamwork Award for Highest hit Rate (Telus)
• 2009 Recognized Loyal Partner of TelePerformance
• 2008 Spirited Teamwork Award for Highest Hit Rate (Telus)
• 2007 Top Sourcing Vendor Award (Convergys Corporation)
• 2005 Most Outstanding Call Center Agent Training (National Product Excellence Awards)
• 2005 Best Call Center Support Company (National Product Excellence Awards)
• Technovation Award (ProSpeak) ATA Convention, San Diego, CA, 2005
• 2001 ACCE Award for Best Outbound B-C Program of the Year
• American Teleservices Association 1999 Telo Award for Teleservices Excellence
• 1999 Call Center Pioneer Award
• 1998 TeleProfessional Magazine Silver Award For Call Center Excellence
• August 1999, named one of the “Stars of our Industry” by CallCenter Magazine, for having “a significant impact on the call center industry.”
• 1994 Telo Award for Excellence in Telemarketing (American Teleservices Association)
But Don’t Take Our Word For It…
Company
LOGO
THANK YOU