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Mapua Institute of Technology

Muralla St., Instramuros, Manila


School of Industrial Engineering and Engineering Management
______________________________________________________________________________
A Business Process Outsourcing Paper
for

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

June 18, 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

Social and Environmental Responsibility


Social Responsibility
Employees across the globe demonstrate the same care and commitment in the
communities in which we live and work. In fact, with corporate support, EGS leaders are
dedicated to maintaining a positive and growing presence in their respective regions.
Throughout the year, we strive to make a difference by partnering with non-profit
organizations and lending our time, talent and resources. Whether its conducting onsite food drives, participating in walk-a-thons, building homes or assembling care
packages, EGS employees strive to make a difference. We are proud to encourage good
citizenship by supporting our local communities.
Environmental Responsibility
EGS also recognizes the importance of environmental responsibility. We are
passionate about doing our part to reduce waste and increase energy efficiency to make
the world a better place for future generations. Our efforts include:
Recycling
Applicable waste material is collected and recycled
Used toner cartridges are donated to charitable organizations to benefit their
recycling and fundraising programs
Clean, undamaged cardboard boxes are used for storing stationery and
equipment
Materials used to conduct business (e.g., letters to customers) are required to
consist of a minimum of 20% recycled substances
Donating used equipment to schools and communities
Energy Efficiency
Newly purchased equipment is energy efficient, where feasible
Employees are encouraged to turn off computer monitors at the end of their
shifts, as well as lights in unused meeting/training/break rooms
Best practices around printing are promoted: Electronic record retention,
double-sided printing, and only printing when necessary

EGS Detailed Informations


Ratio of Male and Female:
EGS has offshore and onshore groups. Onshore outsourcing (also called
domestic outsourcing) is the obtaining of services from someone outside a company but
within the same country. Offshore outsourcing is the obtaining of services from people
or companies outside the country. A total of 2500 employees are within the two
groups.
Offshore Group
Operations Group
Male Female
Managers
1
2
Team Leaders
2
7
Service Delivery Manager / Site Director
1
Quality Team
2
6
Most of the population in their company/teams is girls that cover 60% of the
total population count and 40% for the boys. In the Healthcare Department, they are of
a total of 125, 75 girls and 50 boys.

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

Handling properly the volume of calls to volume of agents


To ensure that each agent will tell just the overview of the concern of the client
To ensure that all calls will be answered
To avoid/lessen the occurrence of hold/hanging calls

IV.

SERVICE LEVEL AGREEMENT

V.

Average call time 6 minutes/call (360 seconds or less than 30 minutes)


70-80 calls/shift
Answers call within 30 seconds or less during the agents shift
If calls are not handled properly, agent will be given a warning notice
If an agent is given a warning notice, he/she has a 3 months period to fix his/her
work issue/problem

HR PROBLEMS WITHIN THE WORKFORCE


a. High employee turn-over/ High attrition rate
- Employees would always say that theyll change their career for better
opportunities. And common to them is people tend to do call center
hopping in which theyll work for three months, then resign and transfer
to other company.
- In this kind of problem, EGS introduced the Refer Program in which
the employees may get incentives in their salary, gift checks, foods and
movie passes if they can be able to refer an employee apply and work for
them.
b. Inefficient employees in the workforce
- This happens in times when the customer or patient becomes
unsatisfied on how the employee treats them and transacts with them.
- As a solution to the problem, the company reviews the history of the
call, and if proven, the employee will be given warning, coaching, 3
months to resolve the issue, or worse, and termination.
c. Missing employees during shift
- This is the case where employees will just log-in to their schedule, then
go to other places and not stay on their workplace to do their job.
- With this case, the employees, once proven with the assault, will be
given warning, or worse, and termination.

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

Are there any


concerns?

NO

End call

VII.

SWIM LANE

Customer

Billing Concerns

Agent

Customer Calls

Express Concerns

Get customer name,


address, bday

Answers Call

YES

Express Concerns

Check account in
Database

Get customers
account number

Are there any


concerns?

Explain payment
details/history

NO

End call

Agent

Customer

Order Status Concern

Customer Calls

Answers Call

Express Concerns

YES

Express Concerns

Get customer name,


address, bday

Check account in
Database

Get customers
confirmation
number

Explain shipping
details, date,
tracking number

Are there any


concerns?

NO

End call

Agent

Customer

Insurance Overview/Drug Coverage Concerns

Customer Calls

Answers Call

Express Concerns

YES

Express Concerns

Get customer name,


address, bday

Check account in
Database

Get customers
confirmation
number

Explain overview/
benefit of plan

Are there any


concerns?

NO

End call