netcast overview
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A New Kind of Partnership
Delivering World-Class Outsourced Contact Center Services
Inbound Outbound EmailChat Data Processing
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
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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?
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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
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Our Services
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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
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Online Support
Email Support Chat SupportMailflow Email Support:Integrated with phone switch, browser based Email response systemAllows us to answer customer inquiries quickly and efficientlyPromotes accurate responses, Every email is spell checked before it’s sent outContains routing and workflow processingUtilizes a library of standard responses Able to create blended jobs containing Inbound/Outbound calls with Email response when agents are availableComprehensive reporting and analysisAccess to customer contact historyRobust securityIntegrated 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
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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.
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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
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PerformTrain/Certify
Evaluate/Feedback
Recruit
Performance Feedback to Recruiting & Training
Active Performance Management
Implement & ShareMethodologies
Utilize & Create Best of Breed
Methodsof 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
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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
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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 “
Process Overview
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
NETCAST’s 9-Step Data Capture/Entry Process
ReceiveClient workload is sent via a secured FTP (file transfer protocol) which complies
with ISMS-ISO 27001:2005 data security protocol.
DownloadLeveraging the latest technology, NETCAST receives files in only
seconds for processing (Network speed is
1,000Mbps)
ExtractCompliant with ISO 27001:2005, all files
received by NETCAST are encrypted to prevent data
loss, theft or corruption
DispatchDispatching 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 CaptureData 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 ProcessData 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.
ReleaseThe 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.
ArchivingData 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
QAPassed? RELEASE ARCHIVING
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Process 2
Process 3
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Process 5
Process 6
Process 7
Process 8
Process 9
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 CenterSan Marcos, CA
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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
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• 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
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• 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
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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 7x24x36521
Data & Physical SecurityPCI 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
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• 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 businessWe have a solution for you!
The Netcast Value Proposition
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