EASTWEST BPO SERVICES
San Fernando City, Philippines
Ortigas Center, Pasig City
Atlantic City Contact Services, New Jersey
Virginia, USA
Company Overview
EastWest BPO Services
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• Privately Owned and 100% Filipino owned
Founded in 2009
Founded in 2009
• Call center solutions for inbound and outbound transactions, customer correspondence
(email, chat), software services, software testing, software development, and other back
office services
Global Cutting Edge Provider of BPO Services
Global Cutting Edge Provider of BPO Services
• Top talent + state of the art technology and telecom platforms = quick turnaround time
State of the Art
State of the Art
• We anticipate industry trends and issues and create the solutions to meet these changes. We
customize solutions based on client’s needs.
Proactive and Customer Centric Engagement Business Model
Proactive and Customer Centric Engagement Business Model
• We understand technology and have prepared to optimize this, and mitigate possible
downtimes with multiple backups and recovery plans
Robust Call Center Technology Infrastructure
Robust Call Center Technology Infrastructure
Our Global Presence
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Why Us!
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Because we fit what YOU need!
Proven experience delivering exactly what you and your customers want in both Sales
and Customer Service!
Most providers want you to
fit into their shape or accept
the way they do things.
Eastwest BPO
– will fit the way YOU want
business done!
We Are Here To Support You
EastWest BPO Services
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Mark
ESCUETA
President and
CEO
Gigi
GUTIERREZ
Chief Finance
Officer
Shey
MENDOZA
Director of
Operational
Excellence
Orlando
PANGANIBAN
HR Manager
Maricar
CALIMQUIM
Account
Manager
Charles
GUEVARRA
Account
Manager
Lorie Ann
YAMBAO
Account
Manager
The Eastwest BPO Approach
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• Ensure full compliance and enhanced performance delivered from
first stage of implementation.
• Apply extreme attention and planning during conversion process.
• Project plan creation for every facet of implementation. Will include
full consideration necessary to plan and execute every element of
conversion.
KPI MEASUREMENTS AND IMPLEMENTATION
SITE SECURITY
COMPLETE PROJECT PLANNING
DATA SECURITY
DATA MAPPING
The Eastwest BPO Approach
EastWest BPO Services
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• Determine database requirements as to size, layout and ability to
retrieve.
• Develop existing EASTWEST systems specifically to meet
requirements for retrieving individual records, developing analytic
reports from data sorts.
KPI MEASUREMENTS AND IMPLEMENTATION
SITE SECURITY
COMPLETE PROJECT PLANNING
DATA SECURITY
DATA MAPPING
The Eastwest BPO Approach
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DATA SECURITY
• Confidential data only handled by employees designated with
approved access having undergone background checks and signed
non-disclosure agreements
• Servers are segregated based on roles, unnecessary services
disabled, AV Definitions pushed automatically each day.
• PC workstations updated with latest OS patches, unnecessary
services disabled, locked down by policy at the domain level. AV
Definitions pushed automatically daily.
• Comprehensive password content/change procedures in place and
enforced.
• PCI Level 1 Certification – Crimson Assoc.
• File Transfer – SFTP (secure FTP)
• NETCAST maintains a Clean Desk and Clear Screen Policy
KPI MEASUREMENTS AND IMPLEMENTATION
SITE SECURITY
COMPLETE PROJECT PLANNING
DATA MAPPING
The Eastwest BPO Approach
EastWest BPO Services
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SITE SECURITY
• Guards posted at critical access areas
• CCTV in place and monitored
• Visitors are checked, verified and escorted
• Company issued picture ID badges must be worn at all times
• Extensive employee background checks performed
KPI MEASUREMENTS AND IMPLEMENTATION
COMPLETE PROJECT PLANNING
DATA SECURITY
DATA MAPPING
The Eastwest BPO Approach
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KPI MEASUREMENTS AND IMPLEMENTATION
• Identify and determine tracking for each KPI.
• Develop specialized training and compliance agreements for all
service staff.
• Implement full disclosure reporting ensuring that every level of the
organization is accountable and clearly understands what must be
achieved and what is being delivered.
SITE SECURITY
COMPLETE PROJECT PLANNING
DATA SECURITY
DATA MAPPING
Our Core Services
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CALL CENTER/VOICE SUPPORT DATA PROCESSING SERVICESSOFTWARE QUALITY ASSURANCE
We specialize in all aspects of relationship
interaction, helping you to build and scale your
brands to attain new heights of customer care
satisfaction.
We have defined the processes to ensure that all
developed software meets and complies with
industry defined and standardized quality
specifications.
Data on demand. Whether it’s encoding,
transcribing, researching, verification, or analysis, we
manage your data with accuracy, reliability, and
quality.
SOFTWARE DEVELOPMENT BACK OFFICE PROCESSINGDIGITAL MARKETING
We conceptualize, design, program, and test various
applications, frameworks, automation tools needed
to scale your business towards growth and expansion.
With so much noise in the online stratosphere, you
need to get creative so your product or service gets
noticed amidst the chatter. That’s where we help you.
The back office is like a fuel that runs an engine –
never the front-liner, but makes an organization run
smoothly. Allow us to be the fuel that propels your
business to grow.
Our Clients
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Highlights
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We have inbound and outbound campaigns for Yodel. It uses a predictive
dialer and state of the art IVR platform to manage campaigns providing best
quality control and business information security.
SHW is a home warranty company which covers homeowners' appliances and
central home systems. We provide sales, customer service and outbound to
their customers.
Twin Star Home is a long time leader in electric fireplaces based in Florida, USA.
They have expanded their assortment of TV/media furniture into a broader
collection of furnishings designed for office, living room and multi-functional
living. We provide services for them as their front liners in resolving customer's
technical concerns. Our agents are equipped with troubleshooting skills to
ensure quality customer service and customer satisfaction for lifetime
partnership.
Highlights
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Dream Products is a leading direct-to-consumer catalog and ecommerce
company. We currently handle three of their major lines of business:
Inbound Voice, Data Entry and Email Support.
• Inbound Voice - We handle inbound order entry and order status calls
made by new and existing customers through Dream Products’ toll
free number. The calls we receive are primarily from customer calling
in to place an order, to check the status of an existing order or for
basic customer service inquiries.
• Data Entry –back office order processing through the scanned mailed-
in orders from customers. We also handle voice-to-text transcription
of the catalog requests made through Dream Products’ voicemail
service.
• Email Support – answering of email inquiries sent by customers.
TECHNOLOGY OVERVIEW
Technology As A Competitive Edge
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Eastwest Network Diagram
• 24x7 nerve center
• 100% IP based
• Compression & SIP switching
• Server & network farm.
• Disaster recovery plans in place
• Flexibility and out of the box solutions
• Speed of development and deployment
• Deploy systems and reports that provide critical
marketing information to the decision makers
• Unique Software Technology:
• User friendly for Filipino and US CSR’s.
• Includes CTI, voice recording, extensive
• reporting capability etc.
• Private, proactive and redundant Telecom Networks
Technology/ Telephony/ Cloud
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Telecom node in USA CoLo, Los Angeles, CA
Inbound capacity with all major carriers including AT&T, Verizon,
Level3 and Qwest. We also use Amazon Cloud - AWS.
CRM platform is the “TCN” system - a completely unified
solution providing:
Highly scalable, multichannel contact center solution
Incorporates all hardware and software to provide full phone
switch as well as CRM software across all channels
Queuing and routing of traditional inbound and outbound
phone calls as well as email, chat, fax and web callback requests
Enables organizations to communicate more effectively with
their customers
Provides compliant blended predictive and preview dialing,
IVR and call recording
Security
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Data Security Site Security
• Guards posted at critical access areas
• CCTV in place and monitored
• Visitors are checked, verified and escorted
• Company issued picture ID badges must be worn at all times
• Extensive employee background checks performed
• Confidential data only handled by
employees designated with approved
access having undergone background
checks and signed non-disclosure
agreements
• Servers are segregated based on roles,
unnecessary services disabled, AV
Definitions pushed automatically each
day.
• PC workstations updated with latest OS
patches, unnecessary services disabled,
locked down by policy at the domain
level. AV Definitions pushed
automatically daily.
• Comprehensive password
content/change procedures in place and
enforced.
• PCI Level 1 Certification – Crimson Assoc.
• File Transfer – SFTP (secure FTP)
• EASTWEST maintains a Clean Desk
• and Clear Screen Policy
Technology Partners
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Technology Partners
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Recording and BCP
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Recording BCP
• Our systems record 100% of the calls and retains for 25 months (can
extend if required)
• Full disaster recovery plan in place
• Fully redundant telecom, data network,
power infrastructure
• All servers backed up daily
• Desktops are imaged and can be rebuilt
in minutes
• Centers have full UPS power backup plus
commercial generator on site
• Generator has sufficient fuel reserves to
self-manufacture electricity for 7 days.
• Responsive Technical staff in place and
trained for any issues 7x24x365
HR AND RECRUIT
Talent Acquisition and Retention
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Recruiting Retention
• Local experience and reputation
• Key recruiting relationships
• East West BPO
• Experienced frontline talent
• Technical talent
• HR Services
• Local advertising and community
referrals
• College connections for recruiting full,
part time and seasonal talent
• Focus on experienced talent, but have
ability to train and develop those without
experience
• Promote from within
• Training opportunity
• On the job training
• Certified advanced training
• Development opportunities
• Leadership seminars
• OJR Training
• Full and Part time options
• Company Events
• Rewards System and Incentive Programs
• Corporate Social Responsibility
Corporate Social Responsibility
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Eastwest Gives Back 2018
We Are FAMILY…
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Recruiting for Seasonality
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EASTWEST has substantial experience in meeting the
needs of its customers on a seasonal basis. We have
the ability to recruit temp employees and maintain
after the seasonal period the best of the group.
Seasonality varies by the business of the customers.
Our Experience in this area includes;
• Warranty Projects
• Catalog Projects
• Support of Post Holiday Customer Service
We Can Meet Your Season Needs!!!
Recruitment Process
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1.
Position
Requisition
2.
Talent
Sourcing -
Pipeline
6.
Operational
Interview
5.
Short List
Talent
3.
Talent
Screening
4.
Reference &
Security
Verification
“Starting my new
career as an EASTWEST
BPO TEAM MEMBER!
Our talent procurement focus is on finding
the right talent to be successful in the
EASTWEST BPO team!
Candidate Sourcing
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CANDIDATE PIPELINE
Internet Job Boards and Ads Standard Recruiting Social Media Referral
APPROX. 30% APPROX. 25%
APPROX. 30%
APPROX. 15%
DATABASE
College Degree
Tenure in BPO industry
Experience in BPO Industry
Type of assignment wanted
(i.e. tech/sales/CS or full/part time)
Candidate Database is
maintained and marked by:
TRAINING OVERVIEW
New Hire Training
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Basic Phone Etiquette & Call
Flow Management
• Communication and
Presentation Skills
• Telephone Personality
• Service-Oriented Attitude
Training
• Listening Skills
• Keyboarding and Technical Skills
• Speech Cosmetics and voice
projection
Agent Interpretation,
Reasoning & Decision-making
• Leadership and Teambuilding
Skills
• Personal Effectiveness
• Selling Attitude and Skills
• Problem Solving Skills and
Problem Identification
• Questioning Techniques
• Understanding US Culture and
Customers
• Call Simulations/ Role Playing
Cultural awareness, call simulations
and desktop technology training
• Listening to live calls
• Video and Audio Tapes
• American Accent Training
• System Applications
• Call Center Learning Laboratory
• Basic account overviews
• American TV
Final testing and call wrap-up
training
• Recordings
• Journal Writing
• Business/ Service/ Product
Knowledge
• Final evaluation and assessment
tests and interviews
Highlights of the first two week of training for all new hires prior to client specific training
Client Specific Training
• Our team will help develop and/or implement client specific training
based upon your need.
• Detail about new and existing accounts such as company profile,
company culture and product knowledge.
• Techniques in overcoming customer concerns, using Listening skills,
Empathy and Patience
• Call control
• Client Best Practices
• Actual use of various system applications to support the clients account
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In-house Training
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Leadership and Career Development Training Customized Workshops/Trainings Individual Sessions
Boot Camps Torture ChamberOn-the-job
Training Programs
Call Center
Foundation Training
Work-with Sessions Taped Evaluations
VOC Customer Service
Modules
Sales Boost Workshop
Team Development
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Application
Processing
Begin Internship Probationary Position Regularization
Average years
experience of
specialist in
the industry
(2.5 years)
Continuous Improvement Process
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Perform
Evaluate/Feedback
• Work with (side by side)
• Tape Evaluation
• QA Score
• One-on-one
Utilize & Create Best of
Breed Methods of
Improvement
Implement & Share
Methodologies
• Calibration
• Boot Camp
• Mentor & Role-play
Train/Certify
Recruit
Performance Feedback
to Recruitment &
Training
Active Performance
Management
• Recertify
• Document
QUALITY ASURANCE
Quality Assurance
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Quality Evaluations Quality Reports
Each Specialist receives a minimum number of quality evaluations each
month. As evaluations are performed, they are posted, along with the
recording used to evaluate for floor PDDs to review with Specialists. Each
floor PDD retrieves evaluations and discusses them with Specialist.
Documentation of the discussion is filed in the Specialist’s personnel folder.
The QA team provides a variety of quality reports to the floor in an effort to
drive improvement. Reports are at Specialist, Team, project and Center
Location. Feedback is in the form of average scores, trends detected in
performance and in the form of Quality ratings.
DISCUSSION