OBAMACARE VS. OUTSOURCING 2014 доклад по теме Экономика и Финансы

Доклад раскрывает тему "OBAMACARE VS. OUTSOURCING 2014".
Презентация поможет подготовится к предмету Экономика и Финансы, может быть полезна как ученикам и студентам, так и преподавателям.
Материал представлен на 14 страницах, оформлен в виде презентации, доступен для скачивания и просмотра онлайн.

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Close proximity to North America
Close proximity to North America
Politically stable
Established infrastructure
95% literacy rate—Over 9,300 educational institutions; public education is free and mandatory
Tax laws favorable to international companies looking to invest
Expected implementation of a free trade agreement with the U.S. and related laws that are opening up the economy to more competition
Every day, there are approximately 30 different passenger flights from 
Costa Rica to the US and Canada
Telecommunications 
Redundant fiber optic submarine cables
Satellite and terrestrial microwave network in place to meet the demand of and lines, mobile and Internet services 
New multinational suppliers are entering the market, providing private networks, Internet and mobile phone services
93% of electricity is generated from renewable sources 
(hydroelectric, Electricity, geothermal and wind)
Close proximity to North America Close proximity to North America Politically stable Established infrastructure 95% literacy rate—Over 9,300 educational institutions; public education is free and mandatory Tax laws favorable to international companies looking to invest Expected implementation of a free trade agreement with the U.S. and related laws that are opening up the economy to more competition Every day, there are approximately 30 different passenger flights from Costa Rica to the US and Canada Telecommunications Redundant fiber optic submarine cables Satellite and terrestrial microwave network in place to meet the demand of and lines, mobile and Internet services New multinational suppliers are entering the market, providing private networks, Internet and mobile phone services 93% of electricity is generated from renewable sources (hydroelectric, Electricity, geothermal and wind)
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Richard Blank
CEO of CCC in Costa Rica.
Acts as Site Director and takes on the role of trainer as required.
A U.S. citizen and a permanent resident in Costa Rica.
Successfully trained over 6000 bilingual telemarketers over the years.
Grace Blank
Co-owner and HR Leader of CCC. 
Personally screens all the candidates.
A Costa Rica native with over 10 years of contact center experience.
Richard Blank CEO of CCC in Costa Rica. Acts as Site Director and takes on the role of trainer as required. A U.S. citizen and a permanent resident in Costa Rica. Successfully trained over 6000 bilingual telemarketers over the years. Grace Blank Co-owner and HR Leader of CCC. Personally screens all the candidates. A Costa Rica native with over 10 years of contact center experience.
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Human Resources 
Professional staff with extensive call center experience
Consultation and support with industry experts local to Costa Rica team members
Security, Criminal and Reference checks
Coaching and leadership development support
Payroll, benefits and taxes
Incentive engagement
Average Agent Tenure = 1.3 years
Recruiting 
Weekly advertisements in San Jose Newspapers promoting on site Job Fairs
Online and Social Media advertising
Resume collection and screening
100 resumes – 65 are interviews scheduled
1st interviews – 10 proceed to 2nd interview and testing
Testing Tools – Written and speaking skills, data entry, computer skills
All agents hired are bilingual English and Spanish
All agents hired have call center or service oriented experience; proficient with computers; and are well acclimated with Western culture
Human Resources Professional staff with extensive call center experience Consultation and support with industry experts local to Costa Rica team members Security, Criminal and Reference checks Coaching and leadership development support Payroll, benefits and taxes Incentive engagement Average Agent Tenure = 1.3 years Recruiting Weekly advertisements in San Jose Newspapers promoting on site Job Fairs Online and Social Media advertising Resume collection and screening 100 resumes – 65 are interviews scheduled 1st interviews – 10 proceed to 2nd interview and testing Testing Tools – Written and speaking skills, data entry, computer skills All agents hired are bilingual English and Spanish All agents hired have call center or service oriented experience; proficient with computers; and are well acclimated with Western culture
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Leadership Development
Leadership Development
SMART Coaching methodology will be instituted to ensure consistency
Internal Promotions and Cross Skilling  talent
Training
Initial New Hire training will be T3 and conducted by experienced  Trainer
The Costa Rica Call Center team provides  initial assessments and ongoing support
“ESP” – Early System Programming
The Psychology of Selling – phone skills
Phonetics
Scripting Practice and suggestions for modification and improvement
Personal development – self-esteem and confidence
Quality 
Transactional requirements, remote and side by side
Coaching, role playing and recording playback
FCR and CSAT focused
ESAT to ensure positive movement and experience for the customer
Leadership Development Leadership Development SMART Coaching methodology will be instituted to ensure consistency Internal Promotions and Cross Skilling talent Training Initial New Hire training will be T3 and conducted by experienced Trainer The Costa Rica Call Center team provides initial assessments and ongoing support “ESP” – Early System Programming The Psychology of Selling – phone skills Phonetics Scripting Practice and suggestions for modification and improvement Personal development – self-esteem and confidence Quality Transactional requirements, remote and side by side Coaching, role playing and recording playback FCR and CSAT focused ESAT to ensure positive movement and experience for the customer
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Operational Excellence
Operational Excellence
People First – Philosophy that both the customer and the agent come “first”
Cross Site coordination with Client, Account Management and Operations
“Metrics that Matter” systematic management and Performance improvement plans developed by Team and Agent via SMART coaching and planning
Focus Groups
Scorecard Driven reporting
Quality driven Analytics
Staffing and Scheduling
CCC Team dedicated
The existing CCC staffing intelligence based on business need will be leveraged and schedules implemented accordingly
Cross site staffing support will continue
The team in Costa Rica are all full time employees
Night shift premium and overtime regulations will apply
All agents are salaried as per Costa Rica Labor law
Operational Excellence Operational Excellence People First – Philosophy that both the customer and the agent come “first” Cross Site coordination with Client, Account Management and Operations “Metrics that Matter” systematic management and Performance improvement plans developed by Team and Agent via SMART coaching and planning Focus Groups Scorecard Driven reporting Quality driven Analytics Staffing and Scheduling CCC Team dedicated The existing CCC staffing intelligence based on business need will be leveraged and schedules implemented accordingly Cross site staffing support will continue The team in Costa Rica are all full time employees Night shift premium and overtime regulations will apply All agents are salaried as per Costa Rica Labor law
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Retention
Open door policy and access to all levels of leadership daily
Location
Benefits
Employee Satisfaction and Events
Incentives
Client decides reward based on program and business need
All Labor laws and customary policies followed and paid
Non-monetary reward based on employee need and identification
Attrition
Monthly = 2 agents
Annualized = 8 agents
Top 3 reasons for leaving = Schedules, personal matters and health problems
Retention Open door policy and access to all levels of leadership daily Location Benefits Employee Satisfaction and Events Incentives Client decides reward based on program and business need All Labor laws and customary policies followed and paid Non-monetary reward based on employee need and identification Attrition Monthly = 2 agents Annualized = 8 agents Top 3 reasons for leaving = Schedules, personal matters and health problems
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24 hour local armed security guards at main entrance 
24 hour local armed security guards at main entrance 
All admission must be cleared by security, approved by management and access level established
A dozen surveillance cameras with recorded movements
High tech alarm system; ability to totally monitor and configure over the Internet from anywhere in the world
Fully secure workstation area
No cell phones, iPods, flash keys, cameras, bags
24 hour local armed security guards at main entrance 24 hour local armed security guards at main entrance All admission must be cleared by security, approved by management and access level established A dozen surveillance cameras with recorded movements High tech alarm system; ability to totally monitor and configure over the Internet from anywhere in the world Fully secure workstation area No cell phones, iPods, flash keys, cameras, bags
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Experienced contact center agents
Experienced contact center agents
High levels of English/Spanish bilingualism, minimal Spanish accent 
Boutique environment, caters to individual client needs 
Personal attention, ownership, and  accountability 
Central location; walking distance to homes; on the public transit route 
Solid history of successful banking/financial programs to complement  clients’ businesses  in all geographies
Proven agent retention strategies—Benefits, paid vacation, and incentives
An HR consultant on retainer to ensure strict adherence to local and international labor standards and to support government audits
140 seats available
25 French seats
Experienced contact center agents Experienced contact center agents High levels of English/Spanish bilingualism, minimal Spanish accent Boutique environment, caters to individual client needs Personal attention, ownership, and accountability Central location; walking distance to homes; on the public transit route Solid history of successful banking/financial programs to complement clients’ businesses in all geographies Proven agent retention strategies—Benefits, paid vacation, and incentives An HR consultant on retainer to ensure strict adherence to local and international labor standards and to support government audits 140 seats available 25 French seats
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