Escolar Documentos
Profissional Documentos
Cultura Documentos
Submitted By:
De Silva, Kevin Anthony
Factura, Terina Viktoria Q.
Lumbang, Racel Bernadette V.
Submitted To:
Prof. Elisier Fantillo
As partial fulfillment
for the requirements in
SVM171
th
4 Qtr.SY 2015-2016
I.
INTRODUCTION
Expert Global Solutions (EGS) is a global customer service organization,
delivering leading outsourced solutions, for customer and financial care. Serving the
worlds leading companies, EGS helps decision-makers delight their customers and
deepen brand engagement. With revenues of $1.1B, EGS has over 40,000 employees
in more than 70 locations across 11 countries.
EGS customer care support services, delivered through voice, text, chat and
email, span the customer management experience. From answering product-related
questions and technical support to up-selling and cross-selling, to social care. For
financial care, EGS supports critical financial management functions, such as
accounts receivable management, revenue cycle management, and order to cash.
EGS has deep vertical expertise, with a unique understanding of industry-specific
needs, including healthcare, financial services, logistics, online retail, technology,
telecommunications and utilities. An award winning company and equal opportunity
employer, EGS is committed to delivering an exceptional customer experience, in
every interaction.
Vision
To Delight Customers as the Number 1 Rated BPO Partner in the World.
Leadership
President and Chief Executive Officer
Executive Vice President, Chief Client Officer
Executive Vice President, Chief Information Officer
Executive Vice President, Chief Financial Officer
Executive Vice President, Chief Administrative Officer
Executive Vice President, Chief Global Support Officer
President, Latin American Operations
President, Philippines and Australia Operations
President, North American Operations
Senior Vice President, Finance
Senior Vice President, Global Sales
Senior Vice President, Client Solutions
Senior Vice President, Global Sales
Senior Vice President, Chief Marketing and Strategy Officer
Bob Segert
Jack Jones
John Cubbin
Tom Erhardt
Tom Arnst
Mark Serdar
Miro Batista
Rainerio Bong Borja
Jay King
Roger Ammons
Mike Hallowell
Jon Mahrt
Brian McIlhenny
Camilla Sullivan
Trainings
First Training (Basic Training)
Lasts for 2 weeks
-Grammar
-Speech
-Proper pronunciation of words
Second Training (Product Training) -Training about the Healthcare Plan/Insurance
Lasts for 1 month
-Training for the Overview of the Plan/Insurance
-Training for proper handling of calls
Rewards/Benefits
BENEFITS
SSS
Pag-Ibig
HMO/Healthcard
PhilHealth
Compensation (Meal and Transpo Allowance)
Leaves (SL, VL, EL)
13th Month Pay/Bonuses
II.
REWARDS
Gift Checks
Movie Passes
Free Spa Coupons
Free Foods/Discounts
Sodexos
Salary Percentages
Discount cards
PROCESSED OUTSOURCED
The processed outsourced in EGS is the Customer Care Support from their
client account, Maxicare. Since Maxicare has been serving internationally, they
cannot cover their services to their clients when it comes to the overview about
their plans and their different concerns. One of the reasons why Customer Care is
the processed outsourced, so there will be a group of people who can be able to
answer and transact with their customers at any given time, without any
interruptions. One factor, as well, is the benefit of different time zones in which
when a patient calls, someone can answer to them and respond to their queries
immediately.
III.
SCOPE OF WORK
IV.
V.
VI.
PROCESS FLOW
Answers Calls
Greets Customer
Ask customer
concern
Ask customer
details (name,
address, bday)
Confirms/ Checks
in database
Ask customer to
express concern
Get authentication
number according
to concern
Explain overview
of account to
customer
YES
NO
End call
VII.
SWIM LANE
Customer
Billing Concerns
Agent
Customer Calls
Express Concerns
Answers Call
YES
Express Concerns
Check account in
Database
Get customers
account number
Explain payment
details/history
NO
End call
Agent
Customer
Customer Calls
Answers Call
Express Concerns
YES
Express Concerns
Check account in
Database
Get customers
confirmation
number
Explain shipping
details, date,
tracking number
NO
End call
Agent
Customer
Customer Calls
Answers Call
Express Concerns
YES
Express Concerns
Check account in
Database
Get customers
confirmation
number
Explain overview/
benefit of plan
NO
End call