U1ST BUSINESS SOLUTIONS

Unit 2C JJACCIS Building, Acacia Ave.,

Madrigal Business Park,
Ayala Alabang, Muntinlupa City

CLIENT: BARCLAYCARD CREDIT

COMPANY

U1ST BUSINESS
SOLUTIONS
A Philippine based BPO service provider,

which was conceptualized by a group of

experts in the contact center and
outsourcing industry
U1st aims to help clients maximize their
business
potential
and
competitive
performance edge, through implementation
of industries best practices, innovative
technologies and processes, analytics and
people.

Service Offered by U1st Business

Solutions
Inbound Contact Center

Outbound Contact Center

Customer Service
Email and Chat Support
Services
Social Media Management
Appointment Setting
Virtual Assistants
Reservations, Ticketing and
Bookings
Order Taking/Order Processing
Complaint Handling
Technical Support
Overflow After Hours Support
Inbound Sales
Inquiry Handling
Complains Desk/Support (Help
Desk)
Website Service and Support

Telemarketing and

TeleSales
Lead Generation
Collection
Appointment Setting
Data Verification
Market Research and

Survey

Back Office Solutions

Software Project Solutions/Software Development

Web Design and Development

Mobile Application
Data Management Services
Data Mining
Date Entry
Data Processing
Data Cleansing
Human Resources
Background Checking
Recruitment and Staffing

Healthcare Information
Management
Patient Scheduling and Appointment

Reminders
Claims Entry
Claims Audit
Eligibility Verification
Rejected Claims Management/Claims
Reprocessing
Claims Adjudication
Medical Transcription
Medical Coding Inpatient and Outpatient

CREDIT COMPANY
Barclaycard, part of Barclays Retail and

Business Banking, is a global payment

business.
Barclaycard later became part of the Visa
network but now offer MasterCard, Visa and
American Express versions.
Barclaycard's
main
offices
are
in
Northampton, along with several floors at
Barclays' corporate headquarters, One
Churchill Place in Canary Wharf, London.

Outsourced Processes:
Inbound:
Balance inquiry of credit/debit card
Usage history of credit/ debit card
General inquiry and problems
Problems (lost card, unknown transactions etc.)

Outbound:
Telemarketing of Barclaycard and its other services

and products

Reasons for Outsourcing the

Processes
To lower the operational and labor costs.

When properly executed, it has defining

impact on companys revenue recognition
and can deliver significant savings.
To save costs and provide a buffer capital
fund to companies that could be leveraged
in a manner that best profits the company.
To help them expand and gain access to
new market areas

Service Level Agreement

Inbound calls
abandon rate shall not exceed 3% of

total Inbound Calls,

measured daily
80% of calls answered before agreed threshold of 20 secs
Maintaining CSR/team leader of 20

Attendance Policy
Monthly allowable days to be absent 2 days
1 attrition rate acceptable per team for a year

Outbound Telemarketing
All

sales transactions will have an audio recorded sales

verification script that must be read verbatim. U1st must retain
recorded verifications for 1 year and retrieve verifications within
24 hours of Barclaycard request. Barclaycard will also survey
Customers via outbound telephone survey and by e-mail.

Key Performance Index for

Outbound Calls

Key Performance Index

Outbound Calls

Department employees
assigned for Barclaycard

Average Monthly Salary Per

Employee/Agent

Total number of agents in U1st Business Solutions

Alabang = 60 x 29,331
Annual Expenditure of U1st Business Solution Alabang
= Php 1,759,878

Outsourcing Process

Inbound Calls

Outbound Calls

Swimlane

EMPLOYEE RETENTION STRATEGY

Critical Situations
Situation:

Fraudulent Activities
Situation in the company:
Telemarketing agents from a single client
doing nested transactions in order to gain
more points to reach quota or baseline.
Nested transaction is creating multiple
transactions with a single client.
Impact to the company:
Sales created using nested transaction
doesnt increase the revenue. It creates a
discrepancy in transaction records.