Retail OP360 Magazine 2021

Retail. eCommerce.

Consumer Experience.

Our Story.

Here at Office Partners 360 (OP360), simplicity is golden. It has always been and will always be. We believe in delivering for our clients and their customers and invest in talented, hardworking, and passionate individuals around the world who care a whole lot about getting the job done.

But we don't stop there.

We understand that the retail and eCommerce economy requires global scalable solutions. Founded in 2006 by entrepreneurs who have operated on both sides of the BPO fence, OP360 prides itself on its ability to leverage deep insider knowledge to deliver the best and most effective solutions to our clients. We understand that to succeed we need to provide them with: Continuous Improvement to bring them the best solutions through our fast feedback programs.

Scalability in providing experts globally to support customer and back office workflows.

Flexibility to pivot quickly and effectively as their products & services adapt to market demand.

We cater to every single one of our clients. Unlike the big box BPOs, every single client and agent counts. Partner with us and experience what OP360 has to offer.

What makes OP360 different and has helped propel our clients’ success?

Differentiation is a buzzword from the 00s. We'd like to think of ourselves as authentic. We are a US-owned and founded by entrepreneurs who have been in your shoes. They have also been on the other side as BPO buying executives so they understand firsthand the benefits and pitfalls of outsourcing. With this insight we are able to allow our clients to refocus on their core business and ultimately increase shareholder value by significantly reducing costs, improving service levels, and growing top line performance.

Most importantly, we've taken our lessons learned on how not to run a BPO and put our leadership to the test with our people. We think it works. Our staff are happy, loyal, and motivated to deliver exceptional results for our customers.

We are proud to say that 96% are very satisfied with their job, 92% have fun at work, 89% say their teamwork is valued, and 88% say OP360 is a great employer.

The Four Amigos

(Left to right) Tim Boylan, David Highbloom, Aaron Fischer, Ben Roberts

To drive a seamless on-brand customer experience, we ensure your team of agents not only performs but also operates as an extension of your existing teams with shared values, training, and culture.

Engagement.

Work as one. Have fun. Build energy.

This leads us to our favorite topic.

Our culture.

We put a lot of stock in our culture not so that we can print it on some cheesy plaque in our lobby, but because it’s a strategic and competitive advantage to be amongst the most dynamic, engaging, and highperforming organizations in our market.

A transformative culture, however, does not happen by default. It requires work, continual iteration, and focus on the most important aspect of our business: our clients. Our clients are more than just a line on an invoice to us—they are our partners.

Entrepreneurism is in our blood. Traits like resourcefulness, speed, and innovative problem-solving? We’ve got them.

We are a meritocracy at heart and celebrate achievement and growth. Recruiting, developing, and rewarding talented individuals is part of our DNA. And while we work hard, we have fun too (check out the legendary holiday party pic).

Ever mindful of our ethical, social, environmental and financial footprint, we strive to continuously support our community partners and behave as pillars of good corporate citizenship.

Getting down to business.

Since our founding in 2006, we’ve been engaging in 24/7/365 business process outsourcing services. Whether it’s inbound or outbound call center needs, data center, accounting, technology support, application and web development, or back-office, we know the ins and outs.

Our primary purpose is to help you reap the benefits of outsourcing: focus on your core business increase your hours of operation minimize your risk improve your productivity free up CapEx for other investments access to pool of skilled talent cost savings access to international markets

We are champions of diversity, inclusion and respect for others—and new ideas or perspectives are always welcome with us.

OP360

We're excited to be your neighbor.

While our business needs take precedent on our priority list—but so does philanthropy and time spent in our communities. We follow the Fred Rogers’ school of thought and aim to be good neighbors, actively engaging with those in need around the locations where we work.

We are excited to share the following Executive Summary .

Sincerely,

Michael O'Neil VP, Business Development

What We Heard.

CURRENT STATE Headline major issue and industry positioning Present facts that were outlined including problem statement

FUTURE STATE Headline where we understand they want to be Describe their view of where they need to be to meet their goals and the gaps that we have identified from the meeting and from experience

QUICK HITS VS. SCALABLE WINS Headline the benefits of each Describe what OP360 can offer in either category - don't let them go without something in ink,

OP360

What Matters.

CULTURE It starts with our culture.

We are a meritocracy at heart and celebrate achievement and growth.

Entrepreneurism is in our blood. We encourage traits like resourcefulness, speed and innovative problem-solving.

PREMIUM TALENT Word of mouth works.

Our culture and commitment to our communities attract the best of the best.

Recruiting, developing, and rewarding talented individuals is part of our DNA.

PERFORMANCE Experienced agents drive productivity with empathy.

Premium talent with exceptional retention drives higher production and quality for our clients, lower ramp speeds, and overall lower costs.

Credibility.

Act with integrity.

By the Numbers.

42M

CUSTOMER INTERACTIONS PER YEAR

3K

GLOBAL EMPLOYEES

6.8M

BACK OFFICE INTERACTIONS PER YEAR

1M

AUDITED LIVE QA INTERACTIONS PER YEAR

6M

CONTENT PIECES MODERATED PER YEAR

4.8M

CHAT & RESPONSES PER YEAR

Results.

Proven world class customer experience.

Quick Facts.

Provides voice or non-voice, 24/7/365 custom back-office and customer service solutions.

Fast-growing US-based business process outsourcing company with over 3,000 employees worldwide.

An end-to-end service provider - and for most clients, fulfilling a multi-channel and multi-skill role.

All agents are trained to manage inbound, outbound, technical support, email, and chat concurrently.

Clients range from startups to Fortune 500 businesses.

Growth.

Global. Vertical. Horizontal. Your way.

RELATIONSHIPS NOT TRANSACTIONS We are not just a vendor.

We build our team to blend in seamlessly with each client, operating as an extension of their company.

O

ur founders and leadership are business entrepreneurs with strong experience in technology, HR, IT and finance across multiple industries.

They have been clients and providers of outsourced services and understand firsthand the benefits of outsourcing for delivering a superior customer experience and optimizing your business model.

OP360 works across many verticals- from startups to Fortune 500s: Banking & Financial Services Energy & Public Sector Media & Communications Real Estate Retail and eCommerce Technology Travel, Transportation & Tourism

Partnering with OP360 means being able to focus on your most critical strategic activities.

We help your business run more smoothly, economically, and efficiently - whatever your business may be.

Our end to end services allow you to optimize your business processes and spend while maximizing your revenue opportunities. All this while keeping your customer the focus of the experience journey.

OP360

Industry Services.

Our end to end services allow you to optimize your business processes and spend while maximizing your revenue opportunities. All this while keeping your customer the focus of the experience journey.

CONTACT CENTER SERVICES Promote your brand and encourage repeat buying behavior.

Gain access to top notch agents dedicated to keeping your customers happy.

SALES AND MARKETING SUPPORT Bring in new business without breaking the bank.

Leverage our lead generation, email marketing, and marketing research services.

RESEARCH AND DATA AGGREGATION Take your business from good to great.

Let our team handle everything for market research through order processing.

DOCUMENT PROCESSING AND QUALITY CONTROL Manage business more effectively.

Let our analysts uncover insights that illuminate paths to better customer experiences and new operational efficiencies.

"Partnering with OP360 means being able to focus on your most critical strategic activities.

We help your business run more smoothly, economically, and efficiently - whatever your business may be."

Efficient.

Focusing on less so we can do more.

Next Gen Global Customer Experience Services OP360 provides your business access to the best talent with the right skill set when you need it most with fully-certified agents dedicated to maximizing customer satisfaction, promoting your brand and encouraging repeat buying behavior.

We're not about transactions, we are about the experience and making sure your customers come back time and time again.

We make sure we match the right agents with the right skills and personality so they can represent your brand authentically,

Customers are now connecting over more channels than ever...and expect a seamless handoff from one to the other.

Regardless of the channel, our expert agents are prepared to provide superior service every time, all the time.

With our tools and technology partners, we are able to provide your customers with personalized, on-demand support services consistently and with excellence.

CORE OFFERINGS OUTBOUND INBOUND Telemarketing Live Answering Appointment Setting Service Cold Calling Order Taking Surveys Customer Service Marketing Research Direct Response for Direct Mail Follow-up Web Site Prospecting Insurance Claims Lead Generation/ Seminar/Event Lead Qualification Registration Reservation Desk Call Patching Order Fulfillment Tech Support

OP360 xx AVERAGE HANDLE TIME

Loyalty is built through superior service, consistency, and trust. All things OP360 holds as core values.

xxM

xx%

CUSTOMER INTERACTIONS A MONTH

DECREASE IN CART ABANDONMENT

Contact Center Services.

OP360 helps the data work effectively for your business Take the necessary but time-consuming work of data management off your to-do-list. Our team can handle everything from market research to order processing, and everything in between.

RESEARCH Outsourcing research enables you to focus on core activities while we perform your tactical analysis, market research, journal research, conduct surveys, interviews, or focus groups.

DATA AGGREGATION OP360 puts data into easyto-navigate, interactive formats and presents the data in seamless, userfriendly layouts so you can access it quickly and easily.

CORE OFFERINGS

OP360 24/7/365 RESEARCH SUPPORT

Order Form Processing Data Entry Rebate Processing Document Management Enrollment Form Processing Mortgage Loan Applications Membership Renewals

567K+ CONTENT PIECES MODERATED DAILY

Research and Data Aggregation.

Subscription Fulfillment Survey Tabulation & Processing Trip Report Forms Business Reply Card Processing & Reader Response Transcription Services (Medical, Legal & Business) Questionnaire Processing

x%

INCREASE IN BASKET SIZE

Customer Acquisition to the Next Level: Scale Your Sales & Marketing Team Digitally with OP360 Bring in new business with scalable and affordable data-driven sales and marketing solutions. OP360 offers lead generation, email marketing, and market research services.

We’ll even support your sales staff with competitive research.

Our prospecting and sales teams work with our marketing team to create programs that build solid sales pipelines that help you to funnel deals and generate more revenue.

Delegate some or all of your sales activities to us and let us handle your lead generation activities -using our proven methods and expertise we fill your pipeline with high quality leads and help generate a consistent revenue stream to grow your business..

CORE OFFERINGS

OP360 1.35M MERCHANDISING & PRODUCT TICKETS COMPLETED

Lead Generation Campaigns New Prospect Target List Compilation Industry and New Market Research Support & Administrative Services for Field Sales Staff

Competitive Tracking Email Marketing Services Search Engine Optimization B2B Appointment Setting Sales Collateral

xx%

xx%

INCREASE IN CUSTOMER RETENTION

INCREASE IN DIGITAL FOOT TRAFFIC

Sales and Marketing Solutions.

Information is King.

Document processing and management play a big part in a business and its control of information. Every company needs fast and accurate high-volume document processing, whether it’s applications, invoices, claims, enrollments, etc.

When you outsource your document processing, you’re partnering with a document processing company that will handle the capture, imaging, conversion, production, document shredding,

processing, printing, mailing, electronic transmission, and/or fulfillment of any type of printed or electronic document.

Today’s information systems generate an unprecedented amount of data from both digital and physical sources. When properly ingested, merged, and analyzed, this wealth of data can be used to discover patterns and insights that illuminate paths to better customer experiences and new operational efficiencies.

Using a Process Intelligence (PI) platform, you can easily discover, understand, and manage business process execution more effectively.

OP360 6M

1M+

MODERATED CONTENT PIECES

AUDITED LIVE QA INTERACTIONS

792K ORDERS PROCESSED PER YEAR

Document Processing and Quality Control.

Case Study

E-COMMERCE

Leading TV network based retail leader uses OP360 to manage customer experience during COVID-19 pandemic CHALLENGE Client was experiencing heavy growth due to increase in online shopping trends and required a reliable offshore partner to manage high volume of multi-channel customer support transactions while staying in compliance with COVID-19 health protocols.

SOLUTION End to end PCI compliant inbound/outbound solution handling social media and email support for customer service, billing, order and sales processing, and social media management.

KEY TAKEAWAYS

Regimented quality & process certifications deliver ~90% QA and >95% CSAT AHT SLA achievement within 90 days Unique talent recruiting enables onboarding less than 2 weeks after ramp request Proprietary learning model decreases training from 10 days to 7

>95% CSAT month over month

>89% Quality Assurance

With a network reach of approximately 77 million households in the United States, retail network sells inventory in a reverse auction format. The channel primarily sells jewelry, along with fashion accessories such as scarves and handbags.

In 2020, COVID-19 pushed more consumers to online retail because of store closures and shoppers’ fear of contracting coronavirus in public. This surge in sales volume and consumer interaction required this retailer to increase its customer support capabilities to meet the demand.

In addition to requiring a robust PCI compliant solution with industry knowledgeable agents, it was critical that the BPO partner was able to rapidly implement while staying in compliance with strict COVID-19 health protocols.

Why did ShopLC give OP360 90% of their business?

OP360 outperformed all of the other support centers including ShopLC's internal domestic center and two nearshore vendors located in Mexico and El Salvador. Key operational and quality SLAs were achieved within the first 90 days with their average QA score of 90% exceeding the other sites by 20%.

<90

days achieved AHT SLAs

30% reduction in training time

OP360's ability to rapidly build a hybrid pool of remote and onsite talent skilled in both retail Customer Service and Sales expertise not only enabled an accelerated ramp timeline but also minimized the learning curve. Workforce management processes and rigor also ensured that all agents maintained a schedule adherence >95% while supporting 24/7 operations.

30 % decrease in training and nesting time with increase in quality and CSAT

Through a combination of OP360's proprietary Performance Learning and Capability Advance (CAP) coaching methodology and a real time management plan with closed loop feedback process, Customer Service, sales, and registration training and nesting time were reduced by 30% while enabling agents to exceed average handle time (AHT) SLAs within 90 days.

As a result of OP360's consistent performance excellence, they remain the premier partner entrusted to support ShopLC's social media email and outbound voice customer escalation channel.

About OP360 OfficePartners360 offers 24/7/365 omnichannel experience services and solutions in inbound/outbound call center customer service, data center, outbound sales, accounting, technology support, application/web development, and back-office. The company is passionate about enabling business agility, innovation, and competitive advantage for its clients—with each day guided by its core values of acting with integrity and committing to its clients’ success.

OP360

Our People.

OP360 is at the intersection of worldclass delivery teams and business game-changing tech. We know the impact a great work environment can have—it’s the foundation for everything we do. From mutual respect and commitment to positivity, professionalism and a bit of fun, the OP360 family strives to make every team member feel like they are a crucial piece of the success machine.

Happy employees, happy clients.

We’re big believers in the ripple effect of investing in our employees long-term.

Doing so reaps a long-term return in our clients, too. With more than 20 years in the biz, we know there’s a direct correlation between employee and client satisfaction.

96%

92%

SATISFIED WITH THEIR JOBS

HAVE FUN AT WORK

88%

83%

WOULD REAPPLY TO THE SAME ROLE

SAYS OP360 CARES FOR THEIR WELL-BEING

No secrets here — only open communication.

Top priority for us? That our employees have a say and feel heard. Our regular townhall sessions provide employees with a forum to voice concerns, suggestions and share words of encouragement. We pride ourselves on transparent communication—not only does it foster a genuine interactive workplace, but it inspires our people and company to be the best version of ourselves.

Empowerment.

Commitment to employee and client success.

Employee Welfare.

A "Our employees’ welfare and holistic development is important to us.

We ensure it remains a top priority in our workforce."

t OP360, we take our employees' health and wellness seriously - as our environment moves faster and faster, our stressors also grow exponentially. Enabling our people to manage these situations is a top priority.

MENTAL HEALTH WELLNESS PROGRAM We conduct routine mental health wellness campaigns to promote work-life balance, as well as to develop effective coping mechanisms.'

SAFETY AND HEALTH INITIATIVES Among others, OP360 has a drug and alcohol-free environment, conducts HIV/AIDS awareness campaigns and routinely holds occupational safety and health training. Our offices maintain a strict sanitation schedule, exceeding recommendations from the local government units and leading health experts. Until necessary, we also provide shuttle services to our onsite workers to reduce their exposure to the general commuting public.

To ensure continuous support and uninterrupted service for our clients, OP360 created a corporate telecommuting package for eligible employees, warranting stable, reliable and speedy internet connection UPSKILLING AND CAREER ADVANCEMENT OP360 believes in the “always be learning” philosophy and strives to attract, retain, nurture and promote top talent. We provide regular learning and development opportunities for our employees to flourish in the corporate lattice. As a meritocracy-centered growing organization, we have various opportunities for career growth and advancement.

INCLUSION & DIVERSITY We believe that diversity in our workforce allows us to better serve our clients, and adapt to the constantly evolving market.

OP360 TELECOMMUTING PROGRAM Thanks to the expansion of our telecommuting program, employees have the option to work from the comfort of their own homes.

BUSINESS ETHICS AND COMPLIANCE OP360 diligently and consistently fosters the trusting relationship it has built with its stakeholders. We believe that trust is the most critical foundation in any sustainable business, and we commit to continue earning the trust of our clients, partners, vendors, suppliers, and affiliates. As a global company, we adhere to all pertinent laws and regulations of each jurisdiction in which we operate.

Corporate Social Responsibility.

W

e follow the Fred Rogers’ school of thought and aim to be good neighbors- actively engaging with those in need around the locations where we work.

Beyond providing employment opportunities, OP360 aims to give back to the community through purposeful and strategic charitable donations and impactful community extension programs. We have launched successful feeding programs, participated in blood drives, and rallied together to lead in relief efforts for victims of natural disasters.

ENVIRONMENTAL STEWARDSHIP As a responsible member of society and trustee of the common heritage of humankind, OP360 continues to exert every effort to contribute to the preservation of the environment in every aspect of its corporate activity.

OP360

With our Outreach programs and philanthropic works, we encourage our employees to render service and volunteer in our community partners through philanthropy leave.

We have a comprehensive green campaign encompassing measures to recycle materials, conserve resources and energy, comply with appropriate waste disposal methods, and all other applicable local and international environmental laws and regulations.

Our Leaders.

TIM BOYLAN Chief Executive Officer

BEN ROBERTS President

"First-hand experience in offshoring with a ‘client-first’ mindset has been our motto straight from the start."

DAVID HIGHBLOOM Chief Administrative Officer

AARON FISCHER Chief Customer Officer

Leadership.

Client first, last, and in between.

How we do things.

Recruiting Training & Development Operations Client Services Quality Assurance Performance Management Business Analytics

"We take pride in ensuring that our behind the scenes processes enable us to deliver the best solutions - effectively and efficiently."

Workforce Management IT and Information Security Agent Enablement Reporting & Analytics

Holistic.

Driving excellence from every angle.

Recruiting.

A "When it comes to talent acquisition, you will certainly feel the infectious motivation of the entire organization."

t OP360, we pride ourselves on how we attract talent to join the organization.

Although we also utilize conventional candidate sourcing strategies, social media tactics, and other recruitment portals, OP360 has proven success in empowering our workforce to be the heart of our recruitment efforts.

Our high retention and low attrition is due to our solid referral system.

Over the past decade, the company has built a unique company culture where each team member contributes to the growth of the organization by inviting individuals in their professional networks to join the company, even without any monetary referral incentive scheme.

SELECTION PROCESS Our selection process has been polished and streamlined over the years to make it simple yet effective. While we hold every single candidate against high standards, our assessments are deemed to be efficient for everyone involved. We have online assessments that we tailor-fit based on program requirements and specific hard skills that we are looking for.

Apart from the online tests, candidates go through a series of interviews from initial interviews with our seasoned talent acquisition team members to account validation, to client interviews so we can carefully and correctly profile the right candidates with the right skills and right attitude to the right programs.

Three amazing factors make our recruitment team and process one of a kind.

First, is passion. When it comes to talent acquisition, you will certainly feel the infectious motivation of the entire organization, from the level one agents to our key executives to grow and fill ramp after ramp after ramp. Second, is our entrepreneurial spirit. Everyone is a stakeholder with an unparalleled drive to see OP360 flourish by creatively maximizing what we have.

And third, we have fun! We treat our teammates like family, and we make the workload lighter.

OP360 Moreover, our talent acquisitions team members are all seasoned professionals with decades of experience in the recruitment industry and each has brought a myriad of creative solutions when it comes to recruiting. However, more than the skills, we have carefully hand-picked our recruiters to make sure that they are the perfect fit for our company culture and will uphold our company values. They are, after all the first faces that our potential employees see!

Training and Development.

C "94% of employees would stay with a company if there were an investment in learning."

ontact center training is critical to success. Not only does it ensure that we provide your customers with the experience they expect and deserve, but it also has many agent benefits.

Higher employee motivation and engagement Superior customer service skills Increased support confidence Deep on-brand knowledge OP360 utilizes trainers and coaches to ensure agents are well-skilled to manage the training demands and to guarantee an in-depth understanding of product changes and updates via continuous training.

Designing and implementing various methods of training ranging from classroom instruction to self paced eLearning to scenario based our agents are well equipped to face any customer challenge.

TRAINING AND DEVELOPMENT METHODOLOGY OP360 utilizes the ADDIE (Analyze, Design, Develop, Implement, and Evaluate) approach for the analysis of the employees’ needs, the design and development of training curriculum and materials, and the evaluation of the effectiveness of training intervention. All learning modules and training courses are developed using strong instructional design methodologies that are learner-focused and aids in making the learning process easy, simple, interesting, and fun.

The members of the T&D team work hand in hand with our clients in all aspects of training delivery, starting from the planning phase down to monitoring and evaluating. We partner with our onshore trainers in certifying our local trainers through client onboarding and train-thetrainer sessions. We follow a collaborative method in customizing training materials, may it be existing or still to be developed, to meet the needs of the learners and to keep up with the advances of technology.

OP360

Operations.

Our contact center operations is the peanut butter that holds our jelly sandwich together.

Our Operations team's duties and roles range from day-to-day management and troubleshooting to big-picture decisions on how to measure agent performance and track customer satisfaction levels.

The difference between a good program start-up and a poor program start-up is well-executed implementation. There are many variables to an implementation plan, and every call center program is different. Our Implementation team within Operations ensures that your programs is planned and rolled out seamlessly, Project governance and management Network readiness assessment Operations support review Solution requirements validation Detailed design development Applications design and development Systems acceptance test plan development Performance acceptance test plan development

OP360

The primary goal of Operations is to ensure the call center runs as smoothly as possible, so you can see optimized productivity, efficiency, and customer satisfaction.

Client Services.

A "An effective partnering process that covers all the stages from identifying through measuring customer experience allows for course correction and alignment."

t OP360, we know firsthand that Customer experience is a journey, not a destination – if you don’t continually improve CX and meet rising customer expectations you’ll fall behind your competitors and customers will simply move elsewhere.

Your Client Services Leader is your single point of contact for all of your OP360 needs. They will collaborate alongside you to understand your business needs, translate your requirements, and work with the appropriate functions to ensure timely implementation.

Coordinating with our CX Consulting team and Analytics team, our Client Services team will collaborate with you to assess areas for continuous improvement - delivering proactive actionable recommendations grounded in continuous feedback from live operations – aligned to budgets, resources, and timelines.

CONTINUOUS IMPROVEMENT KEY AREAS

Customer Journey Mapping Competitor Mapping Design Thinking and Innovation Knowledge Management Scenario-based Training Time and Motion Workflow Optimization Customer Communications

OP360

Quality Assurance.

W "Even if it happens only once, bad service may be enough to drive customers away."

hile some BPOs are happy with QA fulfilling two or three things, OP360 leverages quality assurance to its full potential to ensure we maximize productivity, enhance agent performance, and improve your customer experience.

Managers and Quality Assurance specialists are responsible for keeping an eye on operations to ensure that every customer has a good experience every time, all the time.

No manager or QA can afford to be complacent about the quality of experiences their agents provide, and they must treat all customers equally.

We never underestimate the value of QA in the contact center and make sure that we have the right processes and the right knowledge to monitor and evaluate your agent team and program.

OUR TOP QA BENEFITS Correlating QA scores with customer feedback/surveys Evaluating agent performance with call center quality assurance Completing root cause analysis Coaching and developing plans for learning and skills development Enabling regulatory compliance Providing customer insight that is used elsewhere within the organization Monitoring remote workers Driving internal process improvements Providing information for audit trails

OP360 Driving customer experience improvements Track hard and soft gains

Performance Management.

O

P360 fully understands the direct impact of agent performance on contact center program success.

Our performance management processes ensure that we are accurately tracking, analyzing, calculating, and improving how our agents and employees perform.

"59% of customers say that they have higher expectations for customer support than they had a year ago."

Our employees are challenged to not only meet but to exceed organization and client expectations to ensure continuous delivery of high-quality service.

- Microsoft State of Global Customer Service Report

Leveraging a 3 step performance improvement program of coaching, upleveling, and replacement, OP360 is able to proactively review and assess progress to create a meaningful knowledge, skills, and capability development plan.

HOW WE MEASURE, TRACK, AND COURSE CORRECT

Contact Center Software to track KPIs and metrics Inbound/Outbound Call Recording Coaching and Training

OP360 Performance Dashboards and Scorecards Agent side by sides

Monitoring remote workers Culture of Excellence

Business Analytics.

O

ur business insight incorporates data and analysis to make sense of a situation and improve understanding, resulting in a competitive advantage for your company. This provides an understanding of the issue, giving you deeper insight into major mechanics related to your business.

We use Power BI for our reports and insights.

You will have access to detailed, up-to-date, and easy-to-understand data through our tool to better understand your customers. These reports can be viewed in real-time or sent out via email on a regular, weekly, or monthly basis.

Through interactive visualizations of the data and a simple interface, insights are much easier to interpret and take leverage.

OP360

Workforce Management.

C

ontact centers are constantly dealing with three opposing forces.

"WFM is about having the right number of people in the right places at the right times, doing the right things."

CUSTOMERS

WFM AGENTS

BUSINESS

WFM matters because it enables contact centers to maintain a balance between the three forces, simultaneously improving outcomes for the customer, the agents, and the business.

Our OP360 WFM consists of the following parts: forecasting customer interaction volume, utilizing the forecasted data to create optimized agent schedules and managing the intraday operation.

Forecasting future volume becomes more reliable as trends and patterns are identified.

The following components are included in the forecast: Volume Estimates: This is based on your projections and internal patterns.

Occupancy Estimates: This is based on the your company's Service Level (SL) objectives, operating hours, volume, and AHT. Overhead Estimates: Absenteeism, vacations, coaching schedules, and holiday leaves all contribute to this.

SCHEDULING Our scheduling entails deciding the shifts and hours that will need coverage at the interval stage, based on forecast requirements.

OP360 creates automatic schedules using a variety of scheduling methods, which are then further optimized for optimal productivity.

OP360 FORECASTING The WFM cycle's cornerstone is forecasting. It is the method of estimating the number of inbound calls for the days, weeks, months, or even years ahead. We use history, science, and intuition to forecast potential workloads and call drivers.

INTRA-DAY MANAGEMENT The final step in the WFM cycle is to make sure the center is adequately staffed.

We always plan for the unexpected and forecast to ensure service standards are met.

IT and Information Security.

O

P360 is committed to ensuring the confidentiality, integrity, and availability of all information entrusted to it by its clients, partners, suppliers, vendors, affiliates, employees, and applicants.

"Consumers are complacent about the security of their personal information, so it is up to contact centers to take stringent steps to protect such information."

We continuously and routinely improve our processes and policies, adapt to technological advancements, and adhere to all relevant and applicable laws to safeguard your data, and support your success as your strategic business partner.

OP360 maintains a comprehensive compliance program at our delivery centers. We provide PCI DSS Level 1 and ISO/IEC 27001:2013 (ISMS) compliant operations for a range of clients with North American and European regulatory requirements.

Our PCI Level 1 secure facilities are staffed with professionals who are within the local quarantine zones to ensure that our PCI-compliant programs are delivered from our secure card data environment, avoiding information security risks associated with telecommuting. All card data operators undergo a thorough background check conducted by a third-party service provider, with periodic training on information security.

Our office-based and remote workforce utilizes tier-one high-speed connectivity to deliver a broad range of operational and support services to our clients across all time zones. For both our remote and office workforce, we utilize software tools to ensure compliance with information security controls, timecard policies, quality assurance, productivity measurement, professional development, and training. Our offices have physical and electronic security measures that govern and log access with standby power generation and redundant telecom facilities to ensure uninterrupted 24/7 operation.

We utilize a Microsoft Active Directorybased server infrastructure with geographically redundant systems protected by external and internal firewalls to ensure compliance with PCI and related network segmentation requirements.

Our recurring training curriculum delivers ongoing ISMS, PCI, and Quality Management Standards (QMS) education to our workforce with our staff subject to local jurisdiction employment agreements that include strict nondisclosure, confidentiality, and security provisions.

OP360 With a large portion of our workforce working remotely, we are well-suited to ensure operational continuity and have continued to expand our delivery capabilities and client programs throughout the COVID-19 pandemic.

Information Security.

F

or complex IT needs, our technology group has expertise in .NET software development with projects that have facilitated enterprise system integration, task and process automation, and data analytics. Information Security is not only about securing information from unauthorized access. It is the practice of preventing unauthorized access, use, disclosure, disruption, modification, inspection, recording, or destruction of information.

Information can be a physical or electronic one. Information can be anything like our details or our profile on social media, data on our mobile phone, our biometrics, etc.

The fundamental principles of information security are confidentiality, integrity, and availability. Every element of an information security program should be designed to achieve one or more of these principles.

Our comprehensive information security measures include, but are not limited to:

Confidentiality measures are designed to protect against unauthorized disclosure of information. The confidentiality goal is to ensure that private information stays private and can only be displayed or accessed by those who need it to perform their job duties.

SYSTEMS & SERVERS Computer networks are safeguarded by many levels of software and hardware firewalls Computer monitoring software and password for every computer user Online file transfer system with 256-bit encryption Periodic vulnerability and penetration testing Intruder detection system

Integrity refers to the security of data from unauthorized changes.

The honesty concept is intended to ensure that data can be trusted to be reliable and that it has not been tampered with in any way.

Availability refers to safeguarding the functionality of support systems and ensuring that data is completely accessible at the point in time when it is required by users. The goal of availability is to ensure that data is available for decision-making when it is required.

Security and Compliance DATA SECURITY The proper handling of your data is an important consideration when you outsource your business services. We are sensitive to this legitimate concern, which is why we take every possible care to guarantee the absolute confidentiality, integrity, and availability of information we process, transact, and store.

The protection of your data is the single most important factor in our business. As a multinational company operating worldwide, we comply with the various data security regulations required by the different jurisdictions in which we operate. We also adhere to the golden standard of information security, ISO/IEC 27001:2013 (ISMS).

OFFICES CCTV monitoring throughout our offices 24/7/365 manned security guards at every entrance and exit Disaster recovery plans in all our offices Biometric fingerprint reader system and Radio Frequency Identification (RFID) to restrict access Paperless environment No printers, USB pen drives, CDs/DVDs, any computing or storage device inside the production floor Company badge requirement for all staff

STAFF Strict nondisclosure and confidentiality agreement Comprehensive background verification check Independent security clearance Periodic training on information security Regular information security campaigns and audits Robust information security policies and strict implementation, with possible sanctions leading up to termination for any violation We continuously and routinely improve our processes and policies, adapt to technological advancements, and adhere to all relevant and applicable laws to safeguard your data, and support your success as your strategic business partner.

OP360

Agent Enablement.

The delivery of a superior program depends on excellent agents.

The best agents are empowered with enablers including training, knowledge centers, and feedback mechanisms that recognize excellence and drive continuous improvement.

At OP360, we arm our agents with the tools, resources, and skills required to meet your customer needs.

"People will soon forget what you said. They will NEVER forget how you made them feel."

Sales skills? We've got that.

Empathy? Yep. Technical troubleshooting? We can help with that.

Content moderation? At the ready.

With regular performance review, live recording QA, and dashboard monitoring, we are able to create customized development programs to ensure the success of our agents' performance.

Our enablement network also feeds into our internal training and knowledge functions - allowing us to continually improve how we develop those programs and tools to be the most effective through every channel.

OP360

Reporting and Analytics.

Understanding what happens with your customers is the most important part of your outsourced partner experience. Every interaction your agents have creates data that reflects the specifics of that activity and how it impacts productivity, conversion, the customer experience, at a higher level - your business. While this raw data is nice, it’s also incomprehensible. After all, multiple agents are working every second of the day, creating new data to understand.

OP360 uses our Analytics team to examine these reports and data to identify actionable insights to recommend changes and improvements.

Call center analytics give you the information you need to find solutions. We show you if there are product defects or servicing issues that require your intervention so you can make calculated improvements.

OP360

Contact center reporting takes all of this data and translates it into information that everyone can understand.

Our Map.

NORTH AMERICA Ridgefield, CT (Corporate HQ) Charleston, SC (Auxiliary delivery center) LATIN AMERICA Barranquilla, Colombia ASIA PACIFIC Philippines (2400 total capacity) Cebu (3 locations) India (700 total capacity) Coimbatore (3 locations)

World-class.

Best of breed talent dedicated to excellence.

Philippines - Cebu.

OP360 has three separate facilities, 2,400 total seat capacity, all located approximately 1.5 miles apart from each other in downtown Cebu.

Cebu is one of the most established economic centers outside of Metro Manila and is host to several growing industries from real estate, furniture-making, information technology, and business process outsourcing. There are numerous job opportunities available not only to recent graduates but also to more seasoned and skilled professionals, thanks to the country's strong economic indicators and booming industries.

OP360

FACTS ABOUT CEBU:

19% hiring growth from January to May Lower land development cost and lower lease rates Less competition for the talent pool Cebu City has a strong BPO presence, accounting for 24 PEZA-accredited IT Centers and 4 IT Parks 10+ large universities Accent neutral English proficiency Great government support Cultural compatibilities State-of-the-art infrastructure improvements 90 percent of Filipinos are functionally literate

With its growing BPO industry, you will want to partner with a company like OP360 to help your business with highly skilled workers and top talent from the city’s outstanding pool of workers.

India - Coimbatore.

OP360 has three separate facilities, 700 total seat capacity, located in South India in the city of Coimbatore.

A major hub for manufacturing, education and healthcare in Tamil Nadu, Coimbatore is among the fastest growing tier-II cities in India. It houses more than 25,000 small, medium and large industries with the primary industries being engineering and textiles. Coimbatore is called the "Manchester of South India" due to its extensive textile industry, fed by the surrounding cotton fields. TIDEL Park Coimbatore in ELCOT SEZ was the first special economic zone (SEZ) set up in 2006. In 2010, Coimbatore ranked 15th in the list of most competitive (by business environment) Indian cities.

OP360

FACTS ABOUT COIMBATORE:

Coimbatore is a major educational hub The district is home to seven universities including two famous private Engineering Colleges of PSG College of Technology and Coimbatore Institute of Technology (CIT) The city is the second largest software producer in Tamil Nadu, next only to Chennai Coimbatore is also emerging as an IT and BPO city Coimbatore is ranked at 17th place among the global outsourcing cities

With its growing BPO industry, you will want to partner with a company like OP360 to help your business with highly skilled workers and top talent from the city’s outstanding pool of workers.

Latin America.

When our clients explore Latin America as an option, they look for Spanish language skills, nearshore proximity and timezone, and cultural similarities.

FACTS ABOUT LATIN AMERICA: BARRANQUILLA, COLOMBIA Colombia's fourth-most populous city after Bogotá, Medellín, and Cali High skilled resources availability, quality, and low cost of wages Reliable connectivity, market dynamism, strategic location and government support Bilingual professionals in Spanish and English Barranquilla is home to several universities with high academic standards and research, as well as technical institutions Barranquilla is also the birthplace of Shakira, Sofia Vergara, and San Francisco Giant's second baseman Donovan "Donnie Barrels" Solano.

OP360 With its growing BPO industry, you will want to partner with a company like OP360 to help your business with highly skilled workers and top talent from the city’s outstanding pool of workers.

United States Onshore center focused on Quality Control and Compliance Services FACTS ABOUT US OPERATIONS: CHARLESTON, SOUTH CAROLINA Close proximity to easily engage with the call center and visit in-person Access to fluent, native English speaking resources Large talent pool of experienced BPO talent and skilled accounting and certified quality/compliance professionals

OP360 With its growing BPO industry, you will want to partner with a company like OP360 to help your business with highly skilled workers and top talent from the city’s outstanding pool of workers.

Work from Home.

OP360 provides options for employees to stay safe at home while enhancing their careers.

With opportunities to achieve their personal and financial goals without leaving the comfort of their own homes, OP360 invests in our employees to provide a work-life balance that keeps productivity high and burn out low.

Whether onsite or working from home, all of our agents share common goals, a corporate mission, and vision binding them as one unified voice focused on delivering excellence to our clients.

Work from Home not only provides agents with a safe and balanced work option but also widens the talent pool exponentially.

OP360

OP360 offers a comprehensive benefits package that includes: Paid training Paid time off Vision, dental, and health benefits Flexible scheduling based on program needs Performance incentives on selected programs World-class virtual support Career development & advancement opportunities

Client POVs. Across all our partners, there is no one we trust more with our most complex and critical BPO tasks than OP360.

- BPO Manager, E-Commerce Industry

OP360 provides the same or better service than the largest outsourcing firms at a meaningfully lower price. My company has successfully used them for many years.

At first, I was hesitant about outsourcing my back-office work because I wasn’t sure who would be handling a very important piece of my business. After a face-to-face meeting with OP360, I was very intrigued and set up a trial period.

Now, I’m hooked. I have a dedicated and skilled team working on my business 24/7. I should have called years ago.

- VP Accounting, Manufacturing Industry

- CEO, Online Education Industry

OP360 are great to work with.

They take the time to understand our business and most importantly work with us to offer solutions that are exactly what we need. I highly recommend anyone interested in outsourcing back-office services to talk and work with OP360.

- SVP HR, Global Publishing Industry

OP360 is a very important partner to our company. Their resources are highly educated and professional. We trust them implicitly while interacting with our customers and vendors daily. Without OP360 we would not have the sustained growth we enjoy today.

- Owner, Communications & Design Industry

Trust.

Consistently high quality performance.

Client POVs.

“Nell is a leader and partner. It has been such a pleasure working with him. Nell has excellent communication skills.

His English is impeccable! He is responsive to my communication and asks follow-up questions as necessary. Further, when he says that he will do something, he always follows through. Nell is eager and open to new opportunities for the team to stretch their skills or add new workflows. He does not shy away from new tasks and jumps on them immediately. Nell appears to have a solid grasp on data and how to present it. He continues to refine his processes as needed to address new questions. He presents them in our biweekly meetings with clarity and understanding.”

JESSICA: Compliance Manager “Nathalie Parel is a natural born leader and brings a level of energy and passion to her role that is rare to see. Working with her has been an absolute pleasure the past months as I’ve been able to see her grow and develop herself and her team. Nath regularly works alongside her team to stay in the know. She never hesitates to escalate roadblocks and will see them through to ensure her team can be successful. Nath is a clear inspiration to everyone around her, they look up to her for guidance and trust the decisions she makes with absolute certainty. I am grateful for having Nath lead the team with rigor and care.”

NICOLE: Senior Manager “Rose has been outstanding in her commitment to our VOC effort. Over the last 5 months, Rose has demonstrated that she is a strong and proactive Operations leader. She has successfully implemented several large process changes, onboarded nearly 100 agents, held the team accountable to our high quality and customer service standards, and has been flexible to our growing list of requests. Rose also does a great job of leading us through the weekly calibration calls and comes prepared to talk through the KPIs, address key issues and highlight recent trends.”

MARLEY: Senior Manager

Trust.

Consistently high quality performance.

Contact us.

Michael O'Neil Vice President of Sales michael@op360.com 817.223.9492