Netcast overview
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NETCAST BPO is a global provider of outsourced contact center services founded in 2011. They utilize bilingual professionals domestically and college graduates offshore to provide inbound, outbound, email, chat, and back office services. NETCAST combines experienced talent with state-of-the-art technology and telecom platforms to deliver customized solutions across various industries. Their services include inbound and outbound calling, online support through email and chat, data entry, and they have a proven track record of success.
![Experts in Data Entry/Capture
• Over 14 years experience performing data entry services
from the Philippines
(12 years through prior firm Cyber City Teleservices [aquired in 2012] and
continuing since 2012 through NETCAST’s operations)
–Industries served include: Retail/Catalog, Automotive, Consumer
Electronics, Financial Services, Legal and more…
• Operationally, we are structured for accuracy, precision
and data security
• Leveraging the latest state-of-the-art technologies for
data capture, processing and archiving
• ISMS – ISO 27001:2005 compliant infrastructure and
processes](https://image.slidesharecdn.com/netcastoverview-150309133828-conversion-gate01/85/Netcast-overview-13-320.jpg)
Netcast overview
- 1. A New Kind of Partnership Delivering World-Class Outsourced Contact Center Services Inbound Outbound Email Chat Data Processing
- 2. Who is NETCAST BPO? ► Founded in 2011, Privately owned. ► Global cutting-edge provider of BPO Services. Delivering call center solutions for inbound, outbound, email, chat and back office services. ► Domestically, we utilize successful, driven bilingual professionals for customer interface. ► Offshore we utilize articulate English & Spanish speaking college graduates for customer interface. ► We combine top talent with state of the art technology and telecom platforms. ► NETCAST management has over 100 years combined call center operations experience held by company leadership ► Proactive Engagement Business Model ► Robust Call Center Technology Infrastructure ► Proven Track Record Of Delivering Best In Class Results Against Competitors 3
- 3. Most providers want you to fit into their shape or accept the way they do things. NETCAST will fit the way YOU want business done! Because we fit what YOU need! Proven experience delivering exactly what you and your customers want! Why Netcast? 5
- 4. Our Industry Expertise • A team of experts in the fields of technology, client management and operational delivery. • A wealth of talent representing over 100+ years experience creating customized software solutions, cost effective contact management, customer service and sales delivery solutions. • A solution for your current challenges. Leveraging the team’s talents we are able to create a unique solution, tailor made for your service initiatives. Such as: Driving operational efficiencies through technology, staffing and cost effective call center and data entry offshore services Seasonal support for campaigns, peak periods and special projects Automated solutions to address customer wait times and client performance management oversight Web support services via email and chat to address peak season demands with web traffic inquiries 6
- 6. Inbound and Outbound Capacity Inbound Outbound Dual 100mb fiber IPLs from multiple carriers using different routes from LA to Philippines. Dual 50mb point to point lines from LA to San Marcos, CA Call prompting available Call recording via Five9 to record, retain, and retrieve calls Integrated CTI allows desktops to pop screens, know when calls begin/end and supplement client systems Web based Click to Call to instantly create a call to customer while still on website Configured to dial in preview or predictive mode Used for B2C and B2B campaigns Compliant with ALL FTC requirements: • TSR and compliance options: FTC safe harbor call logging, caller ID, state and national Do Not Call lists and others Patented predictive algorithm… drive stage based predicting for better granularity and agent utilization Flexible call back scheduling customizable to specific time zones 17
- 7. Online Support Email Support Chat Support Mailflow Email Support: Integrated with phone switch, browser based Email response system Allows us to answer customer inquiries quickly and efficiently Promotes accurate responses, Every email is spell checked before it’s sent out Contains routing and workflow processing Utilizes a library of standard responses Able to create blended jobs containing Inbound/Outbound calls with Email response when agents are available Comprehensive reporting and analysis Access to customer contact history Robust security Integrated logging and alerting Web-based chat: Real-time communications between a customer and agent. Intelligent chat: Customer key word matches automated response. Share web pages (co-browsing) Push a predefined or unique URL. Ability to select predefined response templates 18
- 8. NETCAST Industry Affiliations The ERA (Electronic Retailing Association) is the recognized industry association for the direct response television and direct-to-consumer marketplace. NETCAST’s leadership hold active roles within PACE (Professional Association for Customer Engagement) for over a decade. PACE is an industry leading association focused on the needs of the contact center and the enhancement of customer engagement globally. The Outsourcing Institute is the leading benchmarking and best practice sharing organization related to the outsourcing community. NETCAST’s leadership has partnered, contributed and benchmarked with OI for over 10 years. 8
- 9. Talent Acquisition and Retention Recruiting Key recruiting relationships Management talent Licensed staff Local advertising and community referrals Multiple Colleges in close proximity to to center Focus on experienced talent, but have ability to train and develop those without experience Retention Promote from within Training opportunities On the job training Certified advanced training Development opportunities Leadership seminars OIC VOC Committee Family Support Full and Part time options 10
- 10. Perform Train/Certify Evaluate/Feedback Recruit Performance Feedback to Recruiting & Training Active Performance Management Implement & Share Methodologies Utilize & Create Best of Breed Methods of Improvement • Work/with (side by side) • Tape Evaluation • QA Score • One on One • Calibration • Boot Camp • Mentor and Roleplay • Re-Certify • Document Continuous Improvement Process 12
- 11. Our Core Services & Selected Clients ► Customer Service ► Sales ► Email/Chat ► Social Media Support ► Cross Sell / Up Sell ► Lead Generation ► Retention ► Warm Welcome ► Technical Support ► Help Desk ► Catalog ► Direct Response TV ► Logistics ► BPO ► Data Entry ► Fulfillment 7 Here’s What Our Clients Think… “ We’ve worked with the great management team of NETCAST for close to a decade now and continuing our partnership for the long-term is low-risk and high value sales and customer care solution for our company “
- 12. Process Overview
- 13. Experts in Data Entry/Capture • Over 14 years experience performing data entry services from the Philippines (12 years through prior firm Cyber City Teleservices [aquired in 2012] and continuing since 2012 through NETCAST’s operations) –Industries served include: Retail/Catalog, Automotive, Consumer Electronics, Financial Services, Legal and more… • Operationally, we are structured for accuracy, precision and data security • Leveraging the latest state-of-the-art technologies for data capture, processing and archiving • ISMS – ISO 27001:2005 compliant infrastructure and processes
- 14. NETCAST’s 9-Step Data Capture/Entry Process Receive Client workload is sent via a secured FTP (file transfer protocol) which complies with ISMS-ISO 27001:2005 data security protocol. Download Leveraging the latest technology, NETCAST receives files in only seconds for processing (Network speed is 1,000Mbps) Extract Compliant with ISO 27001:2005, all files received by NETCAST are encrypted to prevent data loss, theft or corruption Dispatch Dispatching of files is also known as scheduling of work internally. A system was developed to monitor the movement of files to our data capture encoders, verifiers, correctors, editors, transcriptionists, etc. All projects handled by NETCAST go through this system for proper scheduling and monitoring Data Capture Data capture processes vary from client to client. Some require us to access their website and others require access to their servers via VPN. Accordingly, we use 3 Internet providers for redundancy. OCR software is used also for faster turnarounds and, all credit card data is encrpyted for data security. Data Process Data processing involves several steps and editing procedures for data perfection. This incorporates the validation of addresses using the latest US address database, proofreading, QA, etc. Quality Assurance Passed? To ensure the accuracy of the output being released, all data/documents are certified by NETCAST’s QA team. Our QA team represents a staff of highly trained and experienced professionals. Release The release of data or output requires precision. We handle your data with utmost security and confidentiality. All output is transmitted in zipped and encrpyted formats. Archiving Data is stored in a secured server internally for an agreed up period by our client. Common retention periods include the following: 3 mths: images & recordings (jpeg, tiff, pdf, wav, mp3/4, etc) 12-24 mths: for text (txt, doc, rtf, etc) RECEIVE DOWNLOAD EXTRACT DISPATCH DATA CAPTURE DATA PROCESS QA Passed? RELEASE ARCHIVING Process 1 Process 2 Process 3 Process 4 Process 5 Process 6 Process 7 Process 8 Process 9
- 16. Technology as a Competitive Edge • 24/7/365 US-based nerve center. • 100% IP based. • Compression & SIP switching • Server & Network farm. • Trouble shooting & SOP solutions. • Disaster Recovery Plans in place. • Flexibility and out of the box solutions • Speed of development and deployment • Robust systems and reporting; providing critical information and the “results that matter” to your business • Unique Software Technology: User friendly for Filipino and US CSR’s. Includes CTI, voice recording, extensive reporting capability etc. Netcast Network Operations Center San Marcos, CA 14
- 17. Technology-Telephone Platform • Telecom node in 1 Wilshire Blvd, Los Angeles • Inbound capacity with all major carriers including AT&T, Verizon, Level3 and Qwest • CRM platform leverages the Five9 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 blended predictive and preview dialing, IVR and call recording 15
- 18. • Call sourcing – extensive, highly accurate algorithm • Automatic Fulfillment file generation and transfer to most US based fulfillment houses • Media reporting-supports formats used by most large US based media companies • Real time credit card authorization with Authorize.net - others can be added • Extensive exception reporting • Agent productivity analysis: • Number of calls, orders, saves, save rates, save reason codes, attrition rates and attrition reason codes, and non-sales dispositions Scripting & Performance Mgmt Systems 19
- 19. • Records 100% of calls and retains for 25 months (can extend if required) • Service performance monitoring – Calibration sessions • Ability to monitor live calls Recording & Monitoring 20
- 20. Redundancy and Contingency Plans • 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 generators • Generator has sufficient fuel reserves to self- manufacture electricity for 30 days. • Responsive Technical staff in place and trained for any issues 7x24x365 21
- 21. Data & Physical Security PCI DSS Level 1 Certified Data Security •Confidential data handled by employees designated with approved access having undergone background checks and signed non-disclosure agreements •Servers 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 Site Security • Guards posted at critical access areas • Centralized access control – using biometrics and/or keycard • CCTV in place and monitored • Visitors are checked, verified, justified and escorted • Company issued picture ID badges must be worn at all times • Extensive employee background checks performed 22
- 22. • A team of experts in the fields of call center management, technology, client management and operational delivery. • A wealth of talent representing over 100+ years of call center, customer service and sales delivery solutions. • Leveraging our team’s talents, we are able to create a unique solution, tailor made for your dynamic business needs. • If you… • Require more capacity for contact handling • Seek to reduce operating costs • Look to enhance CSAT/NPS scores • Desire increased revenue and service performance • Want a partner that listens and works with you to develop the best solution for your business We have a solution for you! The Netcast Value Proposition 23
- 23. Thank You for Considering NETCAST Fred Shadding SVP, Business Development 301-537-1528 fshadding@netcastbpo.com