Ivan Georgiev, Co-Founder and Co-CEO of Pontica Solutions, was the first guest speaker in the Outsourcing and Offshoring Course at the Faculty of Economics and Business Administration (Sofia University).

1. Implementation of an
Outsourcing Project

2. 7.5.2019 г. 2
Summary
1. Why do companies outsource? (5 min)
2. Types of Outsourcing (5 min)
3. What do we do in Pontica? (10 min)
4. Administration vs Production teams (10 min)
5. Organizational structure (20 min)
6. BPO vs Body leasing in Operations (5 min)
Short Break (10 min)
8. New client onboarding (15 min)
9. Implementation and management of a project (45 min)
a) Project launch steps
b) Infrastructure
c) How do we recruit?
d) Performance (Volumes management, CSAT, Quality, Reporting)
e) Expertise / Added value (Workflow optimization, Performance improvement,
Knowledge center, increase CSAT)

3. Why do companies outsource?
7.5.2019 г. 3
 Expertise (People management, Project management etc.)
 Cost / Value efficiency
 Hustle-free operations
 Centralized multilingual, multi-talent solutions
 Added value to operations (Customer satisfaction, Analysis,
Operations intelligence)
 Company / cultural synergy
 Optimization of processes and procedures

4. Types of outsourcing
7.5.2019 г. 4
Business Process
Outsourcing
(BPO)
Body leasing
Project
outsourcing

5. Types of outsourcing
7.5.2019 г. 5
Business Process
Outsourcing
(BPO)
Strategic
outsourcing
Body leasing
Strategic
outsourcing
Project
outsourcing
Production
outsourcing /
Tactical
outsourcing

6. Types of outsourcing
7.5.2019 г. 6
Business Process
Outsourcing
(BPO)
Strategic
outsourcing
Service level
based
Body leasing
Strategic
outsourcing
Profile based
Project
outsourcing
Production
outsourcing /
Tactical
outsourcing
Project
completion
based

7. What do we do?
7.5.2019 г. 7
Business Process
Outsourcing
(BPO)
Body leasing
Multichannel
Customer Solutions
IT Support and
Development
Recruitment and
Talent development
Reporting &
Data Analysis
Service
providers
Technology
companies
Gaming
companies
E-commerce &
Retail companies
What ?
Who ?

8. Pillars of success
7.5.2019 г. 8
Sales
Efficient
Sourcing
Performance
Engagement

9. Administration vs Production teams
7.5.2019 г. 9
Administration
Client 1 / Project 1 Client 2 / Project 2 Client 3 / Project 3
ADMINISTRATION
PRODUCTION

10. Organizational tree - Administration
CFO
Business
Development
Operations
Account
Manager /
Service Delivery
Manager
Team Manager
Supervisor
HR &
Administration
Talent
Acquisition
Manager
Quality
System Admin
Office
Manager
Supporting
Marketing
Transition &
implementation
Training
HR
Administration
& Payroll
Manager
Talent
Acquisition
Recruitment
HR
Engagement
Manager
Office
Coordinator
Office InfraIT Support
Payroll
Specialist
Recruitment
Manager
Marketing
specialist
Business
Development
Manager
Junior
Business Dev
Accounting
Legal
Co-CEO Co-CEO
CTO COO VP of Sales
Facility
Manager
Human Resources
Supporting
departments
Content Writer
Communication
s Manager
Recruitment
Specialist

11. Operations tree - BPO projects
7.5.2019 г. 11
COO
Account Manager
Project 1
Team
Manager
Account Manager
Project 2
Account Manager
Project 3
Team
Manager
Team
Manager
Team
Manager
Team
Manager
Supervisor Supervisor Supervisor Supervisor Supervisor Supervisor
Supervisor
AGENTS AGENTS AGENTS

12. Operations tree - Body leasing projects
7.5.2019 г. 12
COO
Service Delivery
Manager
Project 1
Service Delivery
Manager
Service Delivery
Manager
Project 5Project 3 Project 4Project 2
AGENTS AGENTS AGENTS AGENTS AGENTS

13. 10 min. break

14. New client onboarding
7.5.2019 г. 14
Stages:
o Identify prospect (Marketing and Sales) = ? weeks

15. New client onboarding
7.5.2019 г. 15
Stages:
o Identify prospect (Marketing and Sales) = ? weeks
o Qualify prospect / Understand business needs
(Business Development / Sales) = 2 weeks

16. New client onboarding
7.5.2019 г. 16
Stages:
o Identify prospect (Marketing and Sales) = ? weeks
o Qualify prospect / Understand business needs
(Business Development / Sales) = 2 weeks
o Solution Design / Offer (direct contact or RfP)
(Business Dev and Operations) = 2 weeks

17. New client onboarding
7.5.2019 г. 17
Stages:
o Identify prospect (Marketing and Sales) = ? weeks
o Qualify prospect / Understand business needs
(Business Development / Sales) = 2 weeks
o Solution Design / Offer (direct contact or RfP)
(Business Dev and Operations) = 2 weeks
o Negotiation stage (Business Dev, Operations, Sales) = 4 weeks

18. New client onboarding
7.5.2019 г. 18
Stages:
o Identify prospect (Marketing and Sales) = ? weeks
o Qualify prospect / Understand business needs
(Business Development / Sales) = 2 weeks
o Solution Design / Offer (direct contact or RfP)
(Business Dev and Operations) = 2 weeks
o Negotiation stage (Business Dev, Operations, Sales) = 4 weeks
o Contract review and signature = 6 weeks

19. New client onboarding
7.5.2019 г. 19
Stages:
o Identify prospect (Marketing and Sales) = ? weeks
o Qualify prospect / Understand business needs
(Business Development / Sales) = 2 weeks
o Solution Design / Offer (direct contact or RfP)
(Business Dev and Operations) = 2 weeks
o Negotiation stage (Business Dev, Operations, Sales) = 4 weeks
o Contract review and signature = 6 weeks
o Kick off meeting

20. New client onboarding
7.5.2019 г. 20
Stages:
o Identify prospect (Marketing and Sales) = ? weeks
o Qualify prospect / Understand business needs
(Business Development / Sales) = 2 weeks
o Solution Design / Offer (direct contact or RfP)
(Business Dev and Operations) = 2 weeks
o Negotiation stage (Business Dev, Operations, Sales) = 4 weeks
o Contract review and signature = 6 weeks
o Kick off meeting
o Implementation plan in motion = 8 weeks
Selection process = ~ 6 months

21. Project launch steps

22. Plan sample – Prior Go-Live
7.5.2019 г. 22
29 30 31 32 33 34 35 36 37 38 39
17-Jul-17 24-Jul-17 31-Jul-17 7-Aug-17 14-Aug-17 21-Aug-17 28-Aug-17 4-Sep-17 11-Sep-17 18-Sep-17 25-Sep-17
Kick Off
QBR
Finalize Agent Profile after Kick-Off
Engage Recruitment Channels
Recruitment & Training
Operations, Reporting, Quality
Knowledge transfer
(if materials need to be created by Contractor)
Process Mapping
Agents Training
Operations
Lunch of Operations
MBR / Performance Review
Weekly Performance Review
Revision of Contract
Implementation tasks
Month
Week Number
Date
Recruitment
Train the Trainer
Knowledge transfer
(if materials are available & provided by Client)
IT setup and CRM access
Kick Off Meeting
Implementation Phase
Jul-17 Aug-17 Sep-17
Kick Off Meeting
Lunch of Operations
Performance Review
Revision of Contract
Timeframe of Tasks
We spend some time and efforts to plan the onboarding and Go Live in order to make a
smooth transition for our clients.
a

23. 7.5.2019 г. 23
o Based on team size and requirements can be
dedicated office space or open space
settlement
o Client Branding
o Fully equipped working stations
o Working station for client visit
o Scale up capacity could be planned
o Option for separate access cards (if required
by security measures or confidentiality)
o Play corner for game projects
o Dedicated training / meeting rooms based on
requirements
Project bird's eye view sample presented to
the client of the dedicated team office space
Infrastructure organization

24. 7.5.2019 г. 24
Recruitment
of Manager
Train-The-
Trainer
Recruitment
of Team
Members
Training of
Team
Members
Launch of
Operations
Recruitment channels in the scope of Pontica Solutions:
o Referral programs
o Recruitment websites
o Partnerships with recruitment companies and consultants
o Internal talent acquisition
o Talent acquisition, networking and recruitment
o Events participation
Alternative recruitment channels for specific
projects/needs:
o Talent hunting in forums communities
o Event organization (Gaming tournaments)
How do we recruit?

25. 7.5.2019 г. 25
Reporting sample – Volumes
We at Pontica aim to provide our Clients with all
kinds of relevant reporting.
Our goal is to help improve operations and the
management of the workforce
How can YOU optimize?
Performance examples

26. 7.5.2019 г. 26
Reporting sample – Volumes by
language
How can YOU optimize?
Performance examples

27. 7.5.2019 г. 27
Reporting sample – CSAT vs Targets
80% 85%
74% 76%
63%
75% 76%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Was it easy
contacting us ?
Were you happy
with how long you
had to wait to get a
response ?
Were you happy
with your
interaction with the
support
representative ?
Was the answer you
received clear and
understandable ?
Do you feel your
question was
properly answered
?
How satisfied are
you overall with
your game ?
TOTAL
C-SAT by Question
TOTAL Target
Performance examples

28. 7.5.2019 г. 28
Reporting sample – CSAT by language
74% 80%
71% 73%
56%
71%
75%
85%
79% 81%
68%
80%
79% 82%
73% 76%
54%
71%
94% 93%
73%
79%
69%
81%
92% 96%
80% 80% 81% 78%
0%
20%
40%
60%
80%
100%
120%
Was it easy contacting
us ?
Were you happy with
how long you had to
wait to get a response
?
Were you happy with
your interaction with
the support
representative ?
Was the answer you
received clear and
understandable ?
Do you feel your
question was properly
answered ?
How satisfied are you
overall with your game
?
By Question & Language
EN FR IT GE SP Target
Performance examples

29. 7.5.2019 г. 29
Quality form example
COMMENTS Weight
Style & wording 3
Tone of the e-mail is conversational and professional. Alighned with the
corporate requirements.
Clear meaning of sentances 3
Customized content (user friendly). Understandable, clearly defined expected
actions. Fully corresponding with internal e-mail etiquette.
Language / Grammar 3
Proper grammar, punctuation and spelling. Vocabulary was professional and
representative.
Personalization 2
Personalization can be improved. Awkward empathy statements/ expressions.
Mainly usage of positive words and phrases.
SCORE SOFT SKILLS: 92%
COMMENTS Weight
Understanding the problem 3 Full understanding of the problem.
Providing appropriate solution 3 Correct decision towards solution. Following internal procedures.
Correct request of additional Information N/A Not applicable, when there is no need for information request.
First Call Resolution 3
Advisor went the "extra mile" and provided the customer with all relevant
information in order to avoid further unecessary contact.
SCORE SOFT SKILLS: 100%
COMMENTS Weight
Customer Verification N/A Not applicable. Not an order related email.
Wrap up of the interraction 3
Left appropriate comments in CRM, tagged the inquiry, appropriately escalate to
another dpt if ncessary
Correct classification 3 classified the inquiry correctly
Correct escalation to another dpt N/A no escalation required
SCORE SOFT SKILLS: 100%
COMMENTS Weight
Knolwdge of system 2
Advisor did not have major issues navigating on the systems. Knows which
functions are necessary for the case presented to them. Small procedural
mistakes/ order of steps.
SCORE SOFT SKILLS: 67%
TOTAL SCORE: 95%
10%
Procedures
System Usage
Soft Skills
Product Knowledge
20%
40%
30%
Performance examples

30. 7.5.2019 г. 30
oDaily / Weekly
- Good for ad-hoc decisions
oMonthly reports
- Full picture
oMonthly Business Review (MBR)
- Month on month review of performance
oQuarterly Business Review (QBR)
- Strategic
Reporting

31. 7.5.2019 г. 31
Voice of the Customer Report (VoC)
Agents classify tickets
in 86 different
categories
Added value

32. 7.5.2019 г. 32
Improve performance based on analysis
Tickets related to 78 different products
Added value

33. 7.5.2019 г. 33
Improve performance based on analysis
Pareto Principle:
Improve performance by improving knowledge on the Vital
game titles, promote Game Mentors etc
Vital Few
Trivial Many
Added value

34. 7.5.2019 г. 34
Knowledge base and FAQ
oImprove/Create knowledge center for the client + maintenance and
optimization
o Help client improve the FAQ section and self help on his platforms in
order to reduce global volumes and improve First Answer Resolution
rates
o Email support template building and optimization for chat, pone and
tickets
Added value

35. 7.5.2019 г. 35
Workflow optimization
Mon Tue Wed Thu Fri Sat Sun
Opening
Hours
TOTAL %
7 8 7 7 7 7 7
0:00 - 1:00 1 1 1 2 1 1 1 10 3%
1:00 - 2:00 1 1 1 1 1 1 1 8 3%
2:00 - 3:00 0 1 1 1 1 1 1 7 2%
3:00 - 4:00 1 1 1 1 1 1 0 7 2%
4:00 - 5:00 1 1 1 1 1 1 1 6 2%
5:00 - 6:00 1 1 1 1 0 1 0 6 2%
6:00 - 7:00 0 1 0 0 1 1 1 6 2%
7:00 - 8:00 1 1 1 1 1 1 1 5 2%
8:00 - 9:00 1 1 1 2 2 1 1 8 3%
9:00 - 10:00 2 1 0 1 2 1 1 8 3%
10:00 - 11:00 2 2 2 1 2 2 1 12 4%
11:00 - 12:00 2 1 1 4 3 2 1 3 14 5%
12:00 - 13:00 1 2 3 1 1 3 2 12 14 5%
13:00 - 14:00 2 2 3 2 2 3 2 14 16 5%
14:00 - 15:00 2 2 3 2 4 3 2 15 18 6%
15:00 - 16:00 3 3 4 2 3 2 2 17 19 6%
16:00 - 17:00 2 2 3 3 2 4 2 17 19 6%
17:00 - 18:00 3 2 3 4 3 2 2 17 19 6%
18:00 - 19:00 3 4 3 4 4 2 2 19 21 7%
19:00 - 20:00 4 2 3 2 3 1 2 15 17 6%
20:00 - 21:00 3 3 3 3 3 2 2 11 19 6%
21:00 - 22:00 2 2 2 3 3 2 1 11 15 5%
22:00 - 23:00 2 2 2 2 1 1 1 7 12 4%
23:00 - 0:00 2 2 3 2 2 2 2 9 14 5%
42 39 47 49 48 39 34 168 298TOTAL
AVERAGE per DAY OF WEEK
Time
Paris Time
We are constantly analyzing the
Infra Day volume spread and
volume fluctuations to be able to
organize the team in the most
efficient way.
Added value

36. 7.5.2019 г. 36
Workflow optimization
Mon Tue Wed Thu Fri Sat Sun
Opening
Hours
TOTAL %
7 8 7 7 7 7 7
0:00 - 1:00 1 1 1 2 1 1 1 10 3%
1:00 - 2:00 1 1 1 1 1 1 1 8 3%
2:00 - 3:00 0 1 1 1 1 1 1 7 2%
3:00 - 4:00 1 1 1 1 1 1 0 7 2%
4:00 - 5:00 1 1 1 1 1 1 1 6 2%
5:00 - 6:00 1 1 1 1 0 1 0 6 2%
6:00 - 7:00 0 1 0 0 1 1 1 6 2%
7:00 - 8:00 1 1 1 1 1 1 1 5 2%
8:00 - 9:00 1 1 1 2 2 1 1 8 3%
9:00 - 10:00 2 1 0 1 2 1 1 8 3%
10:00 - 11:00 2 2 2 1 2 2 1 12 4%
11:00 - 12:00 2 1 1 4 3 2 1 3 14 5%
12:00 - 13:00 1 2 3 1 1 3 2 12 14 5%
13:00 - 14:00 2 2 3 2 2 3 2 14 16 5%
14:00 - 15:00 2 2 3 2 4 3 2 15 18 6%
15:00 - 16:00 3 3 4 2 3 2 2 17 19 6%
16:00 - 17:00 2 2 3 3 2 4 2 17 19 6%
17:00 - 18:00 3 2 3 4 3 2 2 17 19 6%
18:00 - 19:00 3 4 3 4 4 2 2 19 21 7%
19:00 - 20:00 4 2 3 2 3 1 2 15 17 6%
20:00 - 21:00 3 3 3 3 3 2 2 11 19 6%
21:00 - 22:00 2 2 2 3 3 2 1 11 15 5%
22:00 - 23:00 2 2 2 2 1 1 1 7 12 4%
23:00 - 0:00 2 2 3 2 2 2 2 9 14 5%
42 39 47 49 48 39 34 168 298TOTAL
AVERAGE per DAY OF WEEK
Time
Paris Time
We are constantly analyzing the
Infra Day volume spread and
volume fluctuations to be able
to organize the team in the most
efficient way.
Added value

37. Thank you!
7.5.2019 г. 37

38. #WEGROWTOGETHER
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7.5.2019 г. 38