CP Overview
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Center Partners is a US-based contact center outsourcing provider with 8 domestic locations and over 4,000 employees. It aims to provide highly skilled customer support across various channels. As part of the WPP network, the largest marketing communications company worldwide, Center Partners has access to global resources and stability. Key competencies include customer service, sales/acquisition support, and technical support across multiple industries.
CP Overview
- 1. Center Partners Company Overview
- 2. This is Who • A Brand Focused Domestic Contact Center Outsourcing Provider We Are • Our organization provides the customer engagement your customers deserve • With 8 domestic locations and 4,000 employees, Center Partners can provide the high value support you need Center Partners Proprietary & Confidential
- 3. Our Mission: Create a work environment in which highly skilled employees and teams leverage technology and learning to accelerate performance, resulting in exceptional Key Facts customer experiences and client satisfaction About Us Tale of the Tape WPP, Foundation for Success • Founded 1997, and purchased by • Operational Excellence WPP, World’s foremost marketing, • Superior Implementation insight and consultancy group Methodology • Member of Forbes A-List • Continuous Operational • Provides financial stability and Improvement Focus growth support • Processes • World’s most comprehensive • Learning and Development marketing communications groups • Financial Stability • Provides global reach for Center • Ownership Culture Partners • Center Partners reports to the Kantar • Over 102,000 employees worldwide division of WPP • Located in over 2,000 offices in 106 countries • Call centers across the globe • Over $10.9 billion in revenue • Quoted on the London Stock Exchange and NASDAQ in New York (WPPGY) Center Partners Proprietary & Confidential
- 4. Customer Loyalty and Retention Sales and Acquisition • First bill review • Inbound sales Core • • Issue resolution Inbound welcome center • • Up-sell / cross sell Order verification Competencies • Save Desk • • Field sales support Retail store support Customer Care and Tech Support • Billing inquiries/password resets/etc • Repair Learning and Development • Tier 1 and Tier 2 help desk Services • Complex products support • Curriculum development • E-Commerce support • E-learning development and hosting Sensitive Customer Contacts Bilingual Capabilities • Executive escalation resolution (voice • Curriculum development of client) • Vendor support team (for other out • E-learning development and hosting sourcers) • Quality assess and feedback Multi-Channel Exchanges • Phone, Email, Chat, Text Messaging, Social, Live Agent Video Kiosk, Internet Center Partners handles over 60,000 calls daily; 1,800,000 monthly Center Partners Proprietary & Confidential
- 5. We have eight physical sites in the U.S located in Colorado, Washington and Idaho. CP Call Center Operations Fort Collins, Colorado Corporate -- 711 seats Ziegler Rd, Fort Collins, Colorado, 400 seats Coeur d’Alene, Idaho 550 seats Idaho Falls, Idaho Liberty Lake, Washington Post Falls, Idaho 350 seats 500 seats 350 seats Hayden, Idaho Eagle Pines, Idaho 300 seats 80 seats Center Partners Proprietary & Confidential
- 6. Key Tech • IVR Self Service Phonetics • Multiple Data Sources Partners • Tailored Campaigns based Voice • ANI/CLI • Internet or customer data bases Speech to • Screen-Pop/Data Capture: CTI Application • Call Recording: Voice and Screen capture ITIL 3.2 Change Management 99.999% PCI DSS IT SOX 100% SAS 70 Type II Uptime Level 1 Since ’06 Since ‘07 Redundant Since ‘07 & Reliable IT Infrastructure Center Partners Proprietary & Confidential
- 7. Organization WPP /Kantar Structure David Geiger CEO Gordon Jones Operations Chris Kneeland COO CFO Finance Account Alane Urban Business Learning Human Project Marketing SVP of Development & Development IT / Technology Resources Management Directors Strategy Operations Call Center MyFire Client Process Managers Implementation Quality Improvement Supervisors WFM Agents Center Partners Proprietary & Confidential
- 8. Account Director • Primary liaison Finance L&D Director • Client liaison • Results delivery • Billing & Invoicing Structure • • Curriculum strategy Certifying trainers • • Program strategy 1 per account Human Resources and Function Reporting Manager Operations Director • • Precision hiring Employee Trainer relations • Curriculum • Scheduling & & Site Manager development forecasting • Performance • Training • Reporting needs Management • Data analysis IT • Call monitoring • Systems • 1 per account Operations Manager • Telephony • Tactical results • Network Reporting Tech manager Project Director • Compiles data • Software • Supervisor & development • Client for clients and CSR performance • Report implementation internal needs management development • Process • 1 per account Improvement • Quality driven Queue Analyst Supervisor management • Real time RTA • Monitors calls system (QDMS) • Intra-day plan • Supporting CSR (IDP) • 1 per 15 CSRs • Skill-based routing • CSR Performance Quality • 1 per 100 CSRs Management • Call monitoring • Trend analysis Scheduling Analyst CSR • Feedback • Customer • Forecasting • CSR scheduling Satisfaction • 1 per account Center Partners Proprietary & Confidential
- 9. Who We Work With Center Partners Proprietary & Confidential
- 10. - Primary/Largest or Sole Provider on all of our accounts Results - 100% Referenceable - Never Missed a Go Live Date - We have our clients’ trust with their most delicate / sensitive accounts Center Partners Proprietary & Confidential
- 11. More than Tripled sales rates in first year Reduced cost per sale by 31% - Consumer Technology Improved up-sell revenue 28% Results - Telecom/Wireless 25%+ savings over internal center month over month Training time reduced by 50% within first quarter - Consumer Products Segment One ˆ 40% target retention, launched April 2008 with 39%, April 2009 MTD actual of 51.64% Segment Two ˆ 85% retention target , launched April 2008 with 84%, April 2009 MTD actual of 93.62% - Financial Services Center Partners Proprietary & Confidential