PROPOSAL CREATED FOR
Rudy Cardenas, Director of Vendor Management
Juan Trevino, Sr. Vendor Manager
PRESENTED BY
Michael O’Neil, Vice President OP360
The global car sharing market size reached US$ 7 0 Billion in 2022 and is expected to reach US$ 15 4 Billion by 2028, exhibiting a CAGR of 14 04% during 2022-2028 The demand for affordable and convenient mobility services is on the rise, fueled by the increasing need for easy access to shared transportation through technology. As a result, carsharing services are gaining popularity. The growing concern for the environment and the adoption of new transportation options have also contributed to the surge in carsharing demand. Governments worldwide are taking measures to reduce emissions and discourage private vehicle ownership, making carsharing a viable solution. Furthermore, the market growth is further propelled by the popularity of peer-to-peer car rental services, such as Turo.
The highly anticipated initial public offering (IPO) of Turo greatly benefits from the implementation of strategic outsourcing By leveraging external expertise and taking advantage of economies of scale, Turo can continue to effectively streamline its operational processes, enhance overall efficiency, and maximize cost-saving opportunities. This strategic move has enabled Turo to allocate more resources towards its core business strategies, such as technology innovation, market expansion, and customer acquisition. The increased focus on these key areas is expected to instill greater investor confidence in Turo's growth potential, positioning the company for a highly successful IPO and future market dominance.
A BPO with unwavering integrity - At OP360, integrity and trust form the foundation of our mission We are committed to fostering a fully transparent relationship with you
Unparalleled renter and host experience - Delivering top-notch quality is our minimum standard at OP360. We take pride in matching our clients with highly skilled agents who not only excel in their work but also proactively identify opportunities to enhance the customer experience.
Rapid scalability in line with Turo's growth - OP360 is the go-to expert in scalability, backed by proven recruiting and training programs that consistently yield remarkable results. A collaborative and easy-to-work-with partner - With direct access to C-level sponsors, deep commitment to transparency, and straightforward all-in-pricing, OP360 simplifies the process, allowing us to prioritize delivering the finest experience aligned with your strategies
From our previous discussions, we are confident that OP360's operational framework and culture align seamlessly with Turo's unique work approach, customer objectives, and employee-centric perspective This partnership will not only fulfill your strategic host and renter experience goals new demands arising from your upcoming IPO. We are excited to er.
Michael O'Neil Vice PresidentFor the team at OP360, Turo is not a brand - it's a lifestyle. It's a high end sports car for a well deserved weekend. It's an opportunity to earn from your idle car. It's finding that perfect car for the perfect occasion. Turo is the convenient, economically efficient, and environmentally and socially responsible way to access an extraordinary selection of vehicles.
The Turo host community is a vibrant collective of car enthusiasts and travelers who share unique vehicles - fueled by a passion for driving, trust, and meaningful experiences. OP360 keeps the community connected, enabling members to share and learn from one another, enhancing their entrepreneurial journey.
Turo renters deserve the best - reliable cars, personalized support, and exceptional service. With OP360's experienced agents trained in hospitality and VIP service, every request and concern is addressed. Our commitment is to make every renter's journey seamless and worry-free
Delivering exceptional experiences for both renters and hosts relies on the utilization of data-driven metrics. By leveraging PowerBI and AI-enabled reporting, OP360 will not only achieve Turo's key performance indicators (KPIs), but will identify opportunities for continuous improvement to surpass customer satisfaction (CSAT) expectations.
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."
Provide dedicated renter care teams to be an extension of your operations across text, chat, email, and voice channels
Provide support to hosts in managing their rentals, addressing platform issues, and handling renter issues
Manage vehicle and host eligibility vetting process to ensure quality and accelerate speed to platform
With 160K+ active hosts and 2.9 million active guests, OP360 can manage various admin processes to handle scale
"Partnering with
At OP360, we believe that a great employee experience leads to an unmatched customer experience. Our culture and community reputation attract high caliber talent with exceptional skills and deep empathy for our clients' customers. Our agents continuously strive to enhance your customer experience.
96%
Agent Retention Rate
With a remarkable retention rate of 96%, our three-pronged approach to growth and development, empowerment, and recognition is the driving force behind our team's satisfaction and happiness.
You'll have direct access to our top leadership and be paired with an executive sponsor. We offer competitive pay scales enabling lower attrition rates, improved quality, excellent English proficiency, efficient recruitment processes, and scalability. Our company focuses exclusively on offshore investment, ensuring high pay for employees and costeffective solutions for clients ESAT
Supportive Leadership
94% 93% 83%
As a company, we prioritize our employees by actively listening, gathering feedback through surveys, OP360 Cares inbox, and chat support. Our senior leadership holds regular Town Hall sessions for open dialogue and encouragement We believe in transparent communication about our business goals and successes to keep our employees engaged. This fosters a genuine and interactive workplace, leading to industrybeating attrition rates.
With our strategic market approach, we effectively keep overhead costs low in the US while maintaining optimal efficiency. This enables us to invest the savings into leadership positions in the countries where we operate, ensuring that our team receives above-market salaries and benefits As a result, our retention rates are exceptionally high, surpassing industry standards.
We carefully choose our clients and projects, partnering with those who prioritize their customers like we prioritize our agents. This fosters strong relationships and mutual investment, leading to exciting opportunities and high engagement from all parties involved.
Each year, we conduct annual employee satisfaction (ESAT) surveys that encompass various categories, such as enjoyment in the workplace and supportive leadership. Consistently, our results showcase remarkable levels of participation, and in 2023, we achieved an impressive 94% employee satisfaction score. The survey findings for 2023 emphasized that our employees are content with their roles, find joy in their work, and would gladly reapply for their current positions.
2
OUR GEO
Our Talent Acquisition team comprises experienced professionals with decades of recruitment industry expertise. Each member brings a wealth of creative solutions to the table. But beyond skills, we ' ve handpicked our recruiters to ensure a perfect fit with our company culture and values.
We have dedicated recruitment teams in the Philippines and Colombia, responsible for the full recruitment cycle. They proactively seek out top talent to support client programs, working closely with our Client Services team, department heads, and program owners. Their goal is to understand hiring requirements and source highly engaged teammates for client success.
We possess the flexibility to acquire the right talent. After ensuring operational sustainability, for clients who embrace a work-from-home (WFH) model, our hybrid delivery approach offers the best of both worlds. It also serves as a business continuity strategy through its distributed resource structure. Some clients prefer in-center operations, while others are open to either option. We are adaptable to meet any requirement, offering up to 100% in-center, WFH, or a hybrid solution.
Even with the WFH model available, OP360 hires agents near our center locations. This allows us to foster inperson relationships and ensure that every employee truly feels like a valued part of our company and culture.
Each account is assigned a recruitment lead who works closely with the hiring manager and the Client Services team. Their goal is to gain a deep understanding of the client, their program needs, organizational culture, and customer base. This collaborative effort serves as the foundation for creating the hiring profile and job description, especially if the client hasn't provided one.
To ensure accessibility and regular review by our training, operations, and recruiting teams, we capture every new hire requirement within Zoho Recruit, our applicant tracking system. This guarantees that the hiring profile remains aligned with ongoing needs.
Clients will typically provide a job description for roles but we also have our OP360 library of standard job descriptions and will proactively craft a best-practice job profile based on industry standards.
We will share this job description with you to ensure that our recruiting expectations are aligned with yours.
We invest heavily in training. It is the foundation for meeting our SLAs, retaining agents, delivering a great experience for consumers, and having a strong foundation for excellent service delivery. Using the ADDIE model, we work through the 5 step process with our clients.
Our collaborative approach depends on the status of client training materials and your satisfaction with the current training. Revisions to the curriculum or materials require sign-off for alignment and approval.
For clients with an established curriculum and in-house capability, who have achieved strong results with their training, we adopt their methodology and focus on a client-led train-the-trainer approach.
For clients lacking formal training curricula or unsatisfied with their current approach, we collaborate to design, develop, and deploy a new training program.
When working with clients, we begin by asking questions to grasp their current situation and training objectives. Based on this, we create a training plan outline
We storyboard ideas and create a prototype to quickly communicate the value of the training to other stakeholders.
We use Articulate 360 to create courses, incorporating captivating graphics, fonts, and colors to enhance engagement.
New hires access tested courses via LMS, with customizable options for enrollment, time limits, assessment, and feedback.
ADDIE provides a structured method for training program creation, enhancing future iterations. Feedback gathering is crucial for content improvement.
1.The characteristics of how the message is relayed in words, including the focus on how it is conveyed rather than just the content, as well as the confidence in relaying the message, are rated on a scale of 1-10
The interviewer evaluates the manner in which words are spoken, conveyed, and comprehended, considering syllable stress, rhythm, and intonation, and rates them on a scale of 1-10
The ability to use sensible subject/verb agreement and express thoughts clearly is rated on a scale from 1 to 10
The accent should be neutral, avoiding a strong inclination towards a heavy manner of speech Match the interviewer's pace - not too slow, not too fast. Rated 1 to 10.
The ability to precisely capture questions, including any necessary clarifications, is contingent upon the response scale ranging from 1 to 10
GRAMMAR TEST
https://www.arealme.com/online-englishgrammar-test/en/
IQ Test: https://www.123test.com/iq-test/
Vision Test: https://enchroma.com/pages/test
Typing Test: https://10fastfingers.com/typingtest/english
Excel Test: https://www.testdome.com/tests/exceltest/132
We use a performance management process for each program, following a "balanced scorecard" methodology. This approach includes qualitative and quantitative performance metrics aligned with Turo's goals and objectives.
Our program ' s metrics focus on productivity, quality, and attendance. We work closely with clients to better understand customer satisfaction, combining these metrics to create a comprehensive picture.
CSAT Score
First Call Resolution Average Total Wait Time Average Handle Time Resolution Rate Net Promoter Score
We conduct surveys to gather client feedback, including overall satisfaction, key performance indicators (KPIs), staffing management progress, communications, urgency, and Net Promoter Score (NPS) If a client already uses a Customer Satisfaction (CSAT) survey solution, we typically continue with their preferred choice. We also collaborate with third-party technology providers like StellaConnect and Delighted, leveraging their approaches and methodologies.
With a dedicated data team working round the clock, capturing and analyzing relevant information is vital for adding value to your business.
Understanding your customers is crucial in your outsourced partner experience, as each interaction generates data that reflects activity specifics, productivity, conversion, customer experience, and ultimately impacts your business
Regular calibration of CSAT and QA data helps us develop action plans based on insights, shared with our operations team for close monitoring and addressing concerns
⬆15
CSAT
Increased customer sat by 15 points.
DSAT ⬇3
Reduced dissatisfied customer metric by 3 points.
TAT
⬆30
Improved Turnaround Time
SLA by 30 points.
We help clients build QA scorecards for teams. Our QA teams analyze survey results, comments, and feedback monthly to find areas for process and system improvements.
Findings and recommendations are compiled into reports discussed during our Operational Management Review Our thought leadership reputation stems from fresh ideas based on data analysis
At OP360, quality is our top priority, and we achieve it through a meticulous process that measures customer satisfaction, ensures compliance, process adherence, and accuracy.
Our Quality Team goes through a rigorous selection process and receives comprehensive training in internal procedures, coaching techniques, and implementing action plans.
Our dedicated team is always available, providing regular training on quality parameters to ensure exceptional service
Our QA team conducts a minimum of 2 random call recordings or reviews 2 chat engagements per agent every week, ensuring adherence to quality standards. Agents in need of improvement receive 3-4 random audits per week.
Bi-monthly feedback sessions help employees identify areas for improvement, while also introducing new scenarios for growth.
Employee bonuses and rewards are tied to achieving quality metrics, fostering a culture of excellence.
Ridgefield, CT Headquarters
Tampa, FL Sales Center of Excellence
Barranquilla, Colombia
Metro Cebu, Philippines
Coimbatore, India Davao City, Philippines
Cagayan de Oro Philippines
OP360 prides itself on strategically curating its delivery locations to optimize talent acquisition and minimize operational costs. Our choice of locations ensures seamless business continuity, unruffled by geographical nuances. One such location is our center in Colombia, conveniently accessible via a mere 2.5-hour direct flight from Miami (MIA) and Fort Lauderdale (FLL). This proximity facilitates effortless check-ins, making it an optimal choice for the ongoing operations of our business.
NORTH AMERICA
Ridgefield, CT (Corporate HQ)
Tampa, FL (Global Sales Center of Excellence)
OP360 strategically thrives at the crossroads of key success factors. Our prime location ensures access to a talented pool of experts and a steady flow of innovative ideas
We maintain an optimized cost structure while boasting robust infrastructure for business continuity. Proximity to major airports facilitates efficient travel and enhances connectivity with global partners and clients.
LATIN AMERICA
Barranquilla, Colombia
Cra 53 #80 - 198 18th Floor Atlantica Tower
ASIA PACIFIC
Philippines
Cebu IT Park
Central Bloc
Ebloc
Ayala Center
Davao City
IT Park Damosa
Diamond Tower
Cagayan de Oro
India
Coimbatore
Davao City, with a population of nearly 3 million, is a safe and vibrant hub. It houses 48 universities, has a thriving economy, modern infrastructure, and is the fastest-growing ICT-BPO hub in Mindanao, Philippines. With around 57 companies and 45,000 to 50,000 employees, BPOs are driving the region's office market growth.
Cebu, a prominent and popular province in the Philippines, is a bustling center of commerce and industry in the southern region. With a population of 3.3 million, it serves as a regional hub for the BPO industry, boasting a workforce of around 190,000. The city is also home to several major international companies.
Cagayan de Oro City, known as "the Golden City" or the City of Golden Smiles, is an ideal outsourcing destination. It provides a favorable environment for customer service and technical support operations with its warm climate, distinct workforce culture, and strong work ethics Situated in Mindanao, it serves as a commerce gateway, offering cost-effective options and a stable business environment
Our delivery center in Barranquilla, Colombia, was established in July 2021 and currently boasts a team of 450+ employees.
We strategically chose Barranquilla due to its rising global prominence as a top Latin American destination for the BPO industry.
This location not only provides our clients with Spanish language proficiency and accent-neutral bilingual capabilities but also ensures US time-zone compatibility. Moreover, it attracts a tech-savvy demographic, further enhancing our ability to deliver exceptional services.
Barranquilla, Colombia's fourth-most populous city, is a vibrant hub for commerce, finance, and logistics. It is known for its industrial, shopping, educational, and cultural significance in the region. With a strong focus on the BPO industry, Barranquilla offers a growing market with skilled resources in various fields. The city serves as a vital maritime trade hub, facilitating the exchange of millions of tons of goods with the United States, Europe, and Asia through its port.
Our dedicated Client Services Leader ensures timely solution implementation, delivering exceptional contact center results.
At OP360, we understand that customer experience is a continuous journey, not a destination Failing to improve CX and meet customer expectations can lead to falling behind competitors and losing customers
Our Client Services Leader is your dedicated point of contact, working closely with you to understand your business needs and ensure timely implementation of solutions Our Client Services team collaborates with our CX Consulting and Analytics teams to identify areas for improvement, providing proactive recommendations based on real-time feedback
With our streamlined account structure, all client contact center activities and performance management are seamlessly handled across functional areas. From program initiation to ongoing management and development, we are committed to tracking the Turo initiative and delivering exceptional results.
Customer Journey Mapping
Competitor Mapping
Design Thinking and Innovation
Knowledge Management
Scenario-based Training
Time and Motion Workflow
Optimization
Customer Communications
The key to a successful program start-up lies in its well-executed implementation. Implementing a program involves considering numerous variables, as each call center program is unique in its own way.
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
TRAINING & QA
Tools & communication platform
VPN/Firewall
Credential requirements
Hardware & software specifications
Job description
Sample calls/ chats/ emails
Hours of operations
Location
Training materials (LMS, PDF)
Training agenda
Exams, SOPs, videos
QA form & guidelines
WBR scorecards
KPI definition & targets
Process flow
Our client, the nation’s largest personal injury firm, faced a crucial deadline imposed by an update to Florida law - March 16-25, 2023 - for filing cases in the state. To successfully manage the increased workload and meet the deadline, we swiftly augmented our staffing levels by 75% This strategic move enabled them to file approximately 10,000 cases within the 10-day timeframe while also conducting complaintgeneration surveys.
STAFFING LEVELS
10K Successfully filed within 10 day timeframe
Additionally, Cross Screen experienced a remarkable 137% increase, showcasing their growing success. In Client Advocacy, confirmations were doubled and even tripled, ensuring stronger support for clients Furthermore, Mailroom Operations cleared a three-month backlog by increasing their Mailroom queues from one to four, resulting in improved efficiency.
CROSS SCREEN
⬆137% Cleared 3 month backlog through Mailroom queue process improvement
CASES Experienced increase in cross screening
MAILROOM BACKLOG 3X
PCI-DSS Level 1 Certified
ISO/IEC 27001:2013 (ISMS) Certified
Crowdstrike Enterprise Endpoint Security
Fortinet Security Fabric
Microsoft Active Directory infrastructure
Comprehensive information security measures
We ensure continuous improvement, leveraging technology and adhering to regulations and certifications to safeguard your data as a trusted business partner.
At OP360, we firmly believe in the power of transparency and simplicity in pricing, as it allows management to concentrate on what truly matters - fostering meaningful collaborations to deliver exceptional experiences for both hosts and renters. With our all-in pricing strategy, Turo can expect straightforward, uncomplicated costs with zero surprises. This approach is designed to ensure that the focus remains squarely on enhancing the user experience, not on navigating a complex pricing structure.
Our dedicated agents are carefully selected to meet Turo's client requirements.
We assume 8 billable hours per working day.
Hours of operation 24/7.
In Colombia, overnight rates assume a WFH environment.
Our pricing is based on a payroll rate, covering all breaks, coaching, and team meetings.
Lunch, absenteeism, and PTO is not billable.
The pricing shown includes dedicated support, including team leaders and QA. All attrition is backfilled at no additional cost.
All rates are inclusive of:
