1. Managed Front Office Services
5/21/12
www.superseva.com

2. Topics
 Consequences of an unprofessionally
managed Front Office
 Scenarios
 Why it is so important
 What we offer
 Our process
5/21/12
www.superseva.com

3. Chaos or Professionalism
 Imagine phone lines ringing, lights blinking, co‐
workers asking questions and here comes a
customer.........How does the person manning the
front desk of your office or business handle several
people simultaneously with professionalism and
poise?
What message does your customer receive ‐ One of
chaos or one of professionalism?
5/21/12
www.superseva.com

4. Did you know that…
Within the first 3 seconds of a
new encounter, you are
evaluated…?
even if it is just a glance
5/21/12
www.superseva.com

5. Essential Characteristics of a Front Office Professional
• The ability to communicate effectively with a wide
range of people
• Excellent communication skills
• Ability to deal effectively with telephone calls
• Good keyboard skills
• Ability to work with diversity
• Understand the necessity for confidentiality
• Understand the role of teamwork in providing
quality service
5/21/12
www.superseva.com

6. Why Front Office is so vital?
 First point of interaction
 Two most important interactive entry
points
▪ The Receptionist
▪ The Front Office space
 Each of these provides the opportunity to
leave a positive imprint on the minds of
customers
 Projects the organization's image and
culture
5/21/12
www.superseva.com

7. An unprofessional, cold reception…
How many times have you….
 received indifferent treatment
 had to deal with an unprofessional
attitude
It's pretty rare, when…..
You’ve actually received the type of treatment
that made you feel terrific…
Or, the type of treatment that made you want to
continue doing business with the company
5/21/12
www.superseva.com

8. Consequences…
• Expected processes not met with efficiently
• Stringent deliverables often neglected
• Visitors not greeted with warmth
• Phone calls not routed properly
• Poor response to enquiries
• Visitors not directed correctly
• Wrong messages taken down
• Appointments messed up
• Unsorted mails, unsent messages
• Process owners under pressure from the
organisation
5/21/12
www.superseva.com

9. This results in…
A cold, unprofessional front office : sending a wrong
message of the philosophy of the company as well as
lowering the efficiency of the entire organization
Hence…an Unprofessional Front Office
5/21/12
www.superseva.com

10. Traditionally, two ways of handling the function
Recruit their own • Cannot be sure of seamless
receptionists performance
• Absenteeism and resignation
will be a regular issue
• Career growth for the employee
has to be planned and provided
Handling through a Negating the very principle of A
Security agency warm , hearty reception being
the first face of your company
5/21/12
www.superseva.com

11. Front Office is a non-core function
 Organisations do not have the
required bandwidth to monitor the
function 9/5.
 Lacks expertise in
 Training
 Grooming
 Providing Career progression
which most organisations fall short of.
5/21/12
www.superseva.com

12. Hence…
 The best way to handle this would
be to outsource this critical function
to an expert
For this, you can rely on
5/21/12
www.superseva.com

13. Our Front Office Executive would…
 Greet visitors
 Handle phone calls
 Route phone calls
 Respond to enquiries
 Monitor visitor access
 Take messages
 Book/cancel appointments
 Sort mail
 Make fax transmittals
 Handle deliveries
… and many more tasks, with great aplomb
5/21/12
www.superseva.com

14. How is our Service different?
 This is not manpower outsourcing, which
doesn’t stand for quality of service.
 We manage your Front Office Function
based on SLAs.
 We will be accountable for an efficient
functioning of your Front office at all times.
 Quality of service always ensured.
5/21/12
www.superseva.com

15. SuperSeva Offering
 Every Receptionist
Dresses in proper , professional attire
Demonstrates:-
 A professional personal appearance
 A Positive attitude
 Self confidence
 Telephone courtesy
 Professionalism in welcoming visitors
 Thus enhances the organization's image
 Understands the components of customer service and
satisfaction
5/21/12
www.superseva.com

16. Visitor Management
Greet visitors Visitors greeted with warmth
Handle phone calls Phone calls taken within 3 rings
Phone calls always routed to the right
Route phone calls
person
Respond to
enquiries Always correct responses to enquiries
Monitor visitor
access Visitors assisted with total care
Take messages Always correct responses to enquiries
Book/cancel
appointments Visitors assisted with total care
Sort mail Messages noted perfectly
Make fax
transmittals Appointments made with perfection
Handle deliveries Mails dispatched correctly
5/21/12
www.superseva.com

17. Training, Handling Absenteeism and Attrition…
Every Receptionist is trained and provided with exactly
the same skills so that at all times, work at your front
office is completed seamlessly.
• Commitment to a defined service level
• Skill based training provided by the best in the
industry
• Near-zero downtime - Front office being handled
almost at all times
• Attrition management
• Absenteeism: Equally efficient back-up pool of
resources
Don’t worry about interviewing, recruiting, training, pay rolling,
motivating, retaining, rewarding, appraising :
We will take care
5/21/12
www.superseva.com

18. We will manage…
• Near-zero downtime => Front office being handled
almost at all times
• Attrition management
• Absenteeism: Equally efficient back-up pool of
resources
• We take full charge of your reception and front office
services
• We imbibe your values and ethos and commit our
selves to providing you our very best services
• We take care of all the fine things a front office
process must have
After all, managing front office processes is our core competency
5/21/12
www.superseva.com

19. Way forward…
 SuperSeva will share Service Level
Agreement and escalation matrix
 Signing up contract
 A two-week lead time to start / transition
as the case may be
5/21/12
www.superseva.com

20. Thank you for your time!
5/21/12
www.superseva.com