charityjoy

I. EXECUTIVE SUMMARY Taking You Forward, Inc. is a BPO Company located in Mandaue City, Cebu, Philippines. Our founding principles are order, discipline, and control. We have grown so fast over the years but in the process of growing, we see to it that we keep our business processes intact to ensure that we continuously provide excellent service to our partners. As a premier provider of BPO services in the Philippines, our organization is managed by a group of dynamic people who refrain from managing the status quo. We change the way things are being done when the business situation calls for it to be more effective and more efficient. We are reasonably flexible. As a BPO, our partnership Philosophy is “WE are YOU and YOU are US”, reason on why we can easily adapt to the mission and vision of our partners and work with them all the way in pursuing industry leadership. In partnership with our clients, we center on service excellence, innovation, growth, leadership and success. We are consistent in all these area because of our professionalism, commitment and value proposition. We practice Transparency, Honesty and Integrity in all of our dealings at all times. No hidden charges, no hidden provisions, no surprises. To date, we cover Australia, North America, UK, Middle East and Asia Pacific. We capitalize on our strengths in delivering excellent service: • We maintain a pool of highly qualified and professional agents through our performance based platform, periodic training programs, human resources development, and skill settings. • The company employs highly qualified and competitive business planners • We have a strong global market presence • Product Mixed Adaptability • State-of-the Art IT facilities • Our Business Processes is of Global Standards • Sustainable seating capacity • We offer a wide range of services Our business units covers four (4) major areas, that is, Customer Care, Sales, Technical Support and back-office services. II. OUR MANAGEMENT TEAM TYFI management methodology shies away from managing the status quo. With a team of highly qualified business planers lead by our President, Mr. Brad Norman it’s Sales Manager and Mr. Roberto Macalalad, we execute better solutions because of non-stop innovation. We are strategic and focused and the way we manage projects complies with the four principles of project management on project initiation, project planning, project execution and project closure. Our business processes are always updated to keep up with the challenge of the ever growing business process outsourcing. III. OUR MISSION TYF Inc.'s founding principles are order, discipline and control. Fundamental to a business survival in these rapidly changing times are its controls for dealing with present issues / problems affecting the business and forward planning for its future. TYF Inc. believes that the shortcoming of companies today is simply that most of the business time is spent working “in” the business, rather than working “on” the business and therefore opportunities for growth and expansion are diminished. When a business “tasks out” or “out sources” it's operational processes – the business moves on to a higher level by giving you an environment where creativity, new ideas and forward thinking can thrive. IV. OUR VISSION • To be the premier provider of BPO services in the Philippines. • To promote and reward excellence and to discourage mediocrity in the industry, both for our clients and our employees. • To pride ourselves and our clients in a “job well done”. V. OUR CORPORATE VALUES Our corporate values shapes up our TYFI wore ethics. We work hand in hand with our clients, whom we refer to as, BUSINESS PARTNERS, in pursuing together industry leadership. With our promotion of transparency, integrity and honesty, we create a work atmosphere conducive to professional growth, development and empowerment. It is our goal to provide good investment returns, not only to our shareholders, but also to our business partners who do business with us. “WE are YOU and YOU ARE US” that is why as our business partners’ vendor, we work in one with their mission and vision. We set SMART expectations at all times. With our professionalism, commitment and value proposition, we deliver excellent service, innovation, growth, leadership and success to our business partners. VI. KEYS TO SUCCESS A.) We maintain a pool of highly qualified human resources. We keep our people motivated by having in place: • Performance Based Structure Program • Periodic Trainings • Human Resources Development • Skill Settings • We don’t baby sit and develop weaknesses. We look at individual strengths and develop them to the fullest. We don’t put people to do the right job but we put the right people the right job that is why all potentials are maximized. Our attrition rate is the lowest at 2% in 2010 and running low at 1.8% on the average in the first half of 2010. Our human resources fully comply with the Philippine Labor Law and we have no court incidents nor out of court settlement experiences with our employees. B.) TYFI employs highly qualified business planners We are abreast with new business developments because WE FORECAST, WE PLAN and WE ACT. We don’t take things for granted. C.) Global Market Presence We have a strong global market presence in North America, UK, Middle East and Asia Pacific (Including Australia): Exhibit 1: % of Presence D.) Product Mixed Adaptability TYFI is capable of adapting to different product mixed. Regardless of what product the company carries during the campaign, our agents can handle promoting and selling it. Our capability is not only limited to products but also services such as appointment setting, service and polling, event and trade show registration, etc. E.) State-of-the Art ICT Facilities The capability of TYFI is extended to its state-of-the art facilities. To date the company is operating with four (4) production area. All seats are designed with sufficient space to make agents comfortable in carrying out their job responsibilities. All computer hardware and software are up-to-date and we are only using licensed software. We have a4mbps internet connectivity at any given point in time for our VoIP applications. TYFI is connected to its DID facilities in Australia courtesy of IVOISYS. All I-800 services are able to connect to this DID facilities making calls a lot cheaper compared to using International Long Distance Calls. Exhibit 2: Connectivity Overview TYFI has a fully redundant circuit to meet our committed service level guaranty committed to business partner. Depending on the clients location, we are capable of customizing our connectivity to meet the cost saving needs of our business partners. F.) Sound Business Process TYFI maintain its business processes as it grows. This is to ensure that we maintain order, discipline and control which are the outlying foundation by which the company is build. Below is our Sales Process Map to show how we manage our processes: Exhibit 3: TYFI Sales Process Map G.) Sustainable Seating Capacity To date TYFI has 170 seating capacity. By July 2010, we are expanding to a total of 600 seats. Our additional capacity will be accommodated b our new facility located in the same vicinity with that of our existing office. Our existing office that occupies four production areas approximately measures 2,500 sqm while our expansion will provide us an additional area of 1,120 sqm. The total of 3,620 sqm houses our operations and admin offices. H.) Systematic Account Management TYFI Manages its customers through the use of a Customer Relationship Management tool. The customer relationship management tool allows the Business Development and Client Services Manager to perform their duties and responsibilities in accordance to the principles of cross-functional management that gives us the following advantages helping us increase our competitive advantage in the BOP Industry: a.) The top management can clarify its quality, cost, and delivery goals and deploy them to all employees at every level b.) We are able establish a system of close coordination among different departments in the performance of their respective duties and responsibilities Exhibit 4: Customer Relationship Management Tool / CRMT (Customer Record View) Our CRMT allows us to effectively and efficiently profile our partners, create and view forecasts, manage mails, contacts and activities, monitor campaigns, generate financial reports and a lot more. Through our CRMT, reports can be easily customized by Sales and Marketing to allow top management makes timely business decisions. I.) We offer a Wide Range of Services At TYFI, we offer a wide range of. Exhibit 4 below shows what we do best: INBOUND SERVICES • Product Info Request • Order Taking • Directory Inquiry • Product Recall Management • Event and Trade Show Registration • Billing Queries • Order Entry • Technical Support • Helpdesk Support OUTBOUND SERVICES • Sales and Lead Generation • Appointment Setting Service • Product Promotion • Service and Polling • E-Mail and Live Chat Support • Consumer Sales • Consumer Sales • Account Mapping VII. OUR COMPETITIVE EDGE TYFI is committed to service excellence. It is our intention to grow with our business partners leaving no one behind. Along with western management, our staff university educated or licensed /registered professionals in their respective fields with exceptional fluency in English language. English is used as a second language in education, business and government here in the Philippines. One of TYFI's core competencies is providing you with customer relations and management solutions that are efficient and cost effective. This translates into substantial savings in your operating expenses as a business. There are two critical success factors in managing your customers: First is retaining customers by extending quality customer care and service. Second is finding new customers for your business. TYF Inc. will help you do just that. When you work with us, we will live your company’s mission and vision. We will help you: • Reduce your capital and operating costs • Reduce your FTE insurance, benefits cost etc. • Provide a service commitment 24/7 365 days a year • Work with fast turn-around times (TAT) • Comply with industry standards on information security, confidentiality and quality assurance. VIII. PRODUCTION RECORD It is remarkable on how an individual or a group can accomplish so much in so little with proper guidance and perseverance. In the last 6 months, we were able to generate an astounding 1.3M dollars with an average of 80% call to sale conversion rate for one particular campaign. With these figures provided, you may believe that this is done by a team of 100, but truth of the matter is, this is done by 20. We are currently running at an average of $145 per call. This figure includes up-sells, upgrades and accessories. With the right training and the right support, we can achieve above and beyond these figures. Our best day is when we reached 97.73% conversion rate and our best average dollar value of $235 for a day. All these were achieved with about 10,000 product inquiry calls, and a fair number of customer support calls. Exhibit 5 is our campaign reports showing charts with some figures. IX. SUMMARY Taking You Forward, Inc. has wide experience in contracting with company who intends to outsource their Business Processes. We adhere to the best practices available in the industry and follow to the highest quality guideline. Given the opportunity, TYFI take pride in assisting you in all your Business Processes Outsourcing Needs.