1. Creating Real Value through lifelong Partnerships
Accentline Business Process Outsourcing (BPO) Services
2.
3. TABLE OF CONTENTS
I. EXECUTIVE SUMMARY
Business Overview
Our Advantages
Quality Assurance
II. PROPOSAL
Solutions
Work Flow Chart
Cost
III. ADDITIONAL INFORMATION
Our Services
Technology and Specifications
Contact Information
5. BUSINESS OVERVIEW
Accentline was established in 2015 as a response to the continued demand for business
processing solutions across all industries worldwide and address the lack of employee-
centered organizations in the country. The start-up company was designed as a strategic
outsourcing choice for local and international business organizations that need creative and
innovative solutions, state-of-the-art technology and excellent service.
Accentline is also a desirable and career destination for highly motivated and hard- working
Individuals.
Connecting Markets
We effectively and efficiently link our clients’ businesses to their customers by offering quality
services, state of art equipment and customized campaigns at the most cost effective prices
possible.
Our Services
The services we provide include customer care, inbound/outbound sales, billing and
invoicing in key business and investment centers across the world, more particularly, the
United States of America, Canada, United Kingdom, Hong Kong and Singapore.
The professionals in our employ are experienced in providing lead generation and
appointment setting specially for business to business merchant accounts as well as business
to business cash advances/loans and maintenance services for all types of back office needs.
We also offer satellite providers, telemarketing services, 24/7 customer support and
management, up selling and cross selling, reservations, technical and IT support and other
related programs such as software development assistance and web enabled services,
among others. We currently have 20 seats available to be filled in and can expand up to 60 in
a months time.
6. OUR ADVANTAGES
We are committed in helping resolve your direct and immediate business
concerns by providing you with the necessary outsourcing solutions resulting
in quality service and income generation .
Our specialties are best reflected in the following areas
Cost effective solutions without the expensive operational constraints
Innovation of new ideas minus the capital investment involved
Flexibility of operational resources
Conduct your business directly with the option of redirecting the services
you wish to outsource
Committed to excellent service performance
7. Our quality assurance program is an interactive and dynamic process that
provides strategic insights on how to exceed client expectations and
achieve customer satisfaction. For a contact center to be considered a
world class BPO it demands high QA in all transactions, thanks to our well
designed and effective programs we are building an effective and
well-received reputation.
These QA program provide Accentline with the tools for measuring the
quality and consistency of service transaction, identifying customer
Insights and monitoring trends, service concerns and mentoring
opportunities to improve agent efficiency and productivity.
QUALITY ASSURANCE
9. How can Accentline be beneficial
and productive in terms of
Customer Service Management?
At Accentline, we believe that forging
lifelong partnerships between clients and
theirs customer are important in achieving
customer satisfaction and ensuring
successful sales negotiations. This is a
major asset our partners continue to rely
on.
We also value achieving superior
customer engagement by enhancing the
learning and skills of our professionals
through the development of effective
feed-back mechanisms. We are great at
crafting customized sales scripts that
could further promote your services
and refining marketing spiels that
create a lasting appeal to your
your customers.
Let us be your
Back-up solution, from inbound call
receiving services to outbound cold calling
we will be your cost-efficient back office
support and the trustworthy partner you’ve
envisioned.
10. What makes the strategy of Accentline unique
and difficult for competitors to copy?
Accentline is an employee centered organization. While most companies
tend to invest heavily in advertising services, visual and other marketing
gimmicks, we place premium on the hard work and commitment of our
employees.
A study by a global professional services company has identified staff
turnover as a big concern for business process outsourcing in the
Philippines. Our direction focuses more on employment development,
offering better compensation packages and keeping workers satisfied, as this
is essential in decreasing worker turnover and bolstering the company's
reputation as a career destination for hardworking professionals
Accentline considers its workers as brand ambassadors who proudly wear its
core values 24/7 and are capable of making a difference. This further
empowers them to endorse and represent campaigns more confidently.
Valuing the talents and potentials of those in our employ and giving them the
opportunity to grow separates us from our competitors.
Without their innovative contributions and participation there would be no
Accentline.
11. How can a start-up company like Accentline
make a difference in terms of Customer
Satisfaction, Immediate Customer Response,
Answering Service and Online General help?
The perks of a start-up business come with the flexibility
of adapting to change and openness to current
challenges can be accomplished with relative ease. A
customer's initial perception of your service will be
automatically gauged in the first few minutes of
conversation.
To ensure excellent customer service in terms of
customer satisfaction, immediate customer response,
answering service and online help, we aim to achieve the
following:
1. Agents must be knowledgeable of your products/
services and must be motivated in giving the best
Customer Service experience possible.
2. Our campaign leaders monitoring and evaluating team
performances are continuously trained in coaching,
mentoring, spotting mistakes and recognizing
accomplishments
3. We have the available inbound resources at your
disposal that can offer the 24/7 service needed by your
clients
4. Our Quality Assurance Programs can be customized
to fit your campaign
12. What innovative “EDGE” can Accentline provide to
enhance or upgrade the existing customer
satisfaction services of your business?
It would be presumptive of us to hastily assume of solutions beyond our
understanding. For us to provide impact your company. We need to know of
your previous efforts, how your clients viewed your services and the
strategies needed to improve your satisfaction level. If previous efforts were
not considered then there is that high possibility of mistakes being repeated,
which will only further contribute to your problem.
Our competitive edge lies in our ability to see things from the view point of
our callers. As our eyes and ears, their feedback is important to how we
reshape scripts, address concerns and resolve complaints.
We are always flexible to change and dynamically open to innovating new
solutions because we expect to make a difference.
b. Our campaign leaders monitoring and evaluating team performances are
trained in coaching, mentoring, spotting mistakes and recognizing accom-
plishments
13. How will these innovative ways benefit the
company in terms of economic reputation to its
consumers?
Excellent Customer service relations will always be determined by the quality of
service we provide and the level of trust it builds with customers. As far as all
businesses go, there will always be customers with problems. However, these
concerns when not given proper attention are no longer focused on the company's
services but on the reputation of the company. Making all parties more accountable
ensures joint collaboration, identifies errant individuals and recognizes the value and
hard work of dedicated personnel.
As your outsourcing partner, we will be recording calls to monitor common issues,
report unresolved complaints, determine how our specialists handled calls and the
expediency process of how we were able to accommodate their requests. Through
this effort, we get to evaluate if the agreed
standards are met by all parties, and if not, what
measures can be done to rectify the situation.
In terms of economic reputation, this endeavor
can help redefine how customers view your
services. With Accentline as your partner, together
we can work towards
crafting a new branding image for your
company.
14. Hours 24/7 Operation
Duration To be discussed and agreed upon by Client and our Inside Sales and Marketing
Manager
Training/Set-up Provided by Accentline (Based on the Initial Training conducted by the Client
and Training Materials/Manuals Provided by the Client) / Set-up is Waived
Weekly Fee Waived
Billing Period Every 15th
of the Month
Package Inclusion:
Dedicated Agent/s
1 Back-up Agent if in case a regular agent is unavailable due to emergency reasons
Trainings
Account Manager to monitor the agents and the campaign daily. The account manager is
also responsible in doing coaching and huddles.
Quality Specialist to ensure quality of all calls
Dedicated Leased Line with Back up Internet Connection
Technical Support for Trouble Shooting
AGENTS MON TUE WED THU FRI SAT SUN
AGENT 1
AGENT 2
AGENT 3
AGENT 4
AGENT 5
AGENT 6
AGENT 7
PROPOSED SCHEDULE TO COVER ANY 24/7 SERVICES DEPENDING ON THE AGENTS PER SHIFT
OUR ADVANTAGES
16. INBOUND SERVICES:
Direct Response Sales Services
Customer Care
Technical Support
Order taking / order entry
Product Purchasing Cancellation
Travel Reservation
Customer service and Complaints
Billing Services
Telecommunication & Internet services with “up-selling
and cross-selling”
Computer Trouble shooting calls and support
OUR SERVICES
17. PARTNERSHIP ADVANTAGES
OUTBOUND SERVICES:
Telemarketing Services
Hard Selling
Lead generation
Appointment setting
Merchant Services
Telecommunications services Debt consolidation
Janitorial services
Advertising and marketing Business Directory
services House Financing
Plumbing and cleaning services
18. For more information
you can reach us
Via phone
US 4152876000
Philippines (+63-333354687 )
Visit us at
RM. 205, Mt. Carmel Bldg., Delgado St. Iloilo City, Philippines
Email
admin@acccentline.net.
OUR TECHNOLOGY AND CALL
CENTER SPECIFICATIONS
State of the art Telephones
Soft phone system for our agents
E-mail
Live web chat
Integrated feedback system.
Hub and spoke architecture
Automatic call distribution
Answering services and voice mails (IVR)
Call Recording, Monitoring, Coaching, Conferenc-
ing
Music or Message On-hold
Web reporting
Call Distribution Result
Internet Provider
Dedicated Internet Access 2mbps Leased Line
(via Philippine Long Distance Communication (PLDT))
Innovative Phone Direct Truck Line
A-Z Country Calling Compatibility
1 direct line VoIP from Vonage US
Workstations
* Ready for expansion
Intel Core i3-4170 CPU @ 3.7GHZ
4GB HYPER-X FURY 1866MHz
500 GB DHH SATA
650 Via UPS
USB Port Keyboard and USB Mouse
18.5” LED Monitor
Windows 7 Ultimate/Ubuntu Linux
Operating System
MS Office 2007 Enterprise
ESET Smart Security
Structure of Cabling
Tested and Certified UTP CAT5E Networking structure
Gigabit Main Switch
Separate Voice and Data Network Connections
High Speed Internet Connection
Database Server &
Dialer Server
GIGABYTE GA-Z97MX
– GAMING 5
PCI GIGABYTE LAN
CARD
HYPER X FURY 8GB
1866MHz
WD BLUE DESKTOP
HARD DRIVE 1TB
INTEL CORE i5
Vicibox Server
VICIDIAL
ASTERISK
MYSQL SERVER
OPENSUSE V.13.1 64-
BIT
KERNEL V.3.11.10
ASTERISK V.1.8.28.2-
VICI
DAHDI V.2.9.1.1
CONTACT DETAILS
