ORE BPO MESY
“WHERE OUTSOURCING SOLUTIONS MEET WORLD-CLASS OPERATIONS„
JA +1 (876) 619-1589
USA +1 (877) 447-4627
1 MANGROVE WAY, FREEPORT
8201 PETERS ROAD, SUITE 1000
MONTEGO BAY, ST. JAMES
PLANTATION, FL 33324
JAMAICA
USA
Global Gateway Solutions 2 // 14
THE WAY WE WORK ABOUT US
Your Nearshore BPO Solution 3 // 14
WELCOME TO GGS A COMPANY WITH VISION Founded in 2007, through the
With offices in Plantation, Florida
visioning
of
and Montego Bay, Jamaica; GGS
Global
operates two fully equipped 24-
now
hour facilities serving a client
considered one of the largest
base of both local and major
‘Locally Owned & Operated’
corporations in the US and Canada.
Jacqueline Gateway
and
leadership
Sutherland, Solutions
is
Business Process Outsourcers in Jamaica & The LATAM market.
We have excelled in a heavily competitive
environment true
to
our
by
Global Gateway Solutions began
remaining
core
with just five agents and has
foundation as a local owner-
tremendously grown to employing
managed, boutique contact center
over 600 agents with blue chip
that is more of a partner than a
clients in multiple industries.
vendor.
WHEN WORK BECOMES A A LIFETIME PASSION With over 20 years experience as a key decision maker in the implementation of multi-million dollar Business & Knowledge Process Outsourcing Solutions for top Fortune 500 companies. It is Jacqueline’s passion for the Growth & Development of Jamaica’s BPO sector that helped earn us the title of “Jamaica’s Fastest Growing Call Centre” by the industry’s leading publication, Nearshore Americas.
“WE HAVE EXCELLED IN A HEAVILY COMPETITIVE ENVIRONMENT BY REMAINING TRUE TO OUR CORE FOUNDATION AS A LOCAL OWNER-MANAGED, BOUTIQUE CONTACT CENTER THAT IS MORE OF A PARTNER THAN A VENDOR.” - JACQUELINE SUTHERLAND
Global Gateway Solutions 4 // 14
WE ARE THE ONLY CALL CENTRE IN JAMAICA THAT ARE CERTIFIED MEMBERS OF:
The National Minority Supplier Development Council (NMSDC)
INNOVATIVE
The National Women Business Owners Corporation (NWBOWC) Global Gateway Solutions is Jamaica’s largest owner-managed Business Process Outsourcing WITH company. CERTIFICATIONS IN BOTH: Woman WeBusiness pride Enterprise ourselves (WBE) on being and innovators; partnering with our clients to create exceptional Women-Owned solutions toSmall the unique Businesses challenges (WOSB) that they face.
We marry our highly talented workforce with best-in-class technology and leverage the newest thinking in all stages of the customer life cycle.
Your Nearshore BPO Solution 5 // 14
VISION
MISSION
VALUES
Our goal is to be a globally
We believe in establishing
We conduct our business in
respected corporation that
partnerships with our clients
a manner that is consistent
provides unequalled, Efficient
based
and Effective Management
Integrity & Professionalism.
Superior
of Contact Center Solutions
Delivering
and
Respect for employees &
the
Support for the communities
on
Transparency, clear
measurable results to INNOVATIVE
using the “Best in Class” Human Resources, Processes
clients bottom line.
Global Gateway Solutions is Jamaica’s largest and Technologies. owner-managed Business Process Outsourcing company. We pride ourselves on being innovators; partnering with our clients to create exceptional solutions to the unique challenges that they face.
with our Core Beliefs: work
strategies,
in which we do business.
We marry our highly talented workforce with Our commitments best-in-class technology and leverage the create newest thinking in all stages of the customer life cycle. long-term value for our
stakeholders.
Global Gateway Solutions 6 // 14
NEARSHORE ADVANTAGE ENGLISH SPEAKING
CULTURE AFFINITY
CONVENIENT LOCATION
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English is Jamaica’s native
Legendary for its hospitality,
Situated in the Caribbean, Jamaica
language and ranking our
Jamaica hosts over 1 million
is just an hour from Miami, three
island the third largest English-
tourists yearly.
hours from New York, and operates
speaking country in the Western
Our proximity to U.S.A begets
in the Eastern Time zone.
Hemisphere.
natives that are highly attuned to
In the heart of the Island, our
Furthermore, the Jamaican accent
US culture. The culture of Customer
Call Centre and Freezone is
is very pleasing to the ear and,
Service and a genuine desire
conveniently located less than 15
coupled with our depth of English
to delight guests pervades the
minutes from the Montego Bay
knowledge, presents a competitive
population and is something that
International Airport.
advantage for phone agents.
we look for in every employee.
Your Nearshore BPO Solution 7 // 14
JAMAICA
“FREE ZONE” STATUS
WELL EDUCATED
WORLD CLASS INFASTRUCTURE
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The Jamaican government
Jamaica’s Business Processing
Our island boasts a World -
recognizes The Knowledge Process
Sector has grown to over 15,000
Class, fully redundant Digital
Outsourcing industry as the best
workers in the last 10 years.
Telecommunications System, with
source of Economic Growth on the
This impressive growth has
95% mobile penetration & fiber
island, and has taken numerous
sparked the interest of our youth,
networks laid island-wide directly
steps to encourage investment.
allowing an expansive pool of
connected to Miami. This provides
This affords companies in Montego
Qualified Agents to come out of 28
our clients 20-40% cost savings
Bay’s Freezone high-level security,
institutions of higher learning now
on Customer Care & Back Office
24 hour surveliance and advanced
established across the island.
Operations.
technological systems.
Global Gateway Solutions 8 // 14
OUR SERVICES CHAT
COLLECTIONS
Using the leading chat platforms to
We provide strategic management of
create personalized human-to-human
your recovery portfolios to Maximize
contacts, we engage with customers
Liquidation Targets, Develop and
around the world.
Support Tactical and Operational
We offer our clients personable, timely,
Planning, and Maintain the Integrity
relevant and customized solutions
of company policies in adherence with
in sales, customer service, technical
the Fair Debt Collections Practices Act
support and general information.
(FDCPA).
INBOUND & OUTBOUND SALES We help companies Drive Revenue, High Customer Satisfaction and Repeat Business on both Inbound & Outbound Sales campaigns by building optimal solutions. Focusing on traits that are sales-oriented, We take your established audience and work to sustain & increase your ROI.
Your Nearshore BPO Solution 9 // 14
CUSTOMER SERVICE
BACK OFFICE
Prompt, polite, personal and
We provide the best service in the
professional are the pillars of our
industry for all your back office needs.
customer service model.
Efficient processing & follow up makes
Regardless the line of business, our
all the difference, playing a key role in
advisors drive the highest level of key
managing your costs and operational
performance indicators,
success.
including: CSAT, NPS & AHT.
TECHNICAL SUPPORT We are here to help. Our highly qualified and trained advisors are available to provide Technical Support in just about any category: Electronics, Software, Business Applications etc. A team of innate problem solvers are ready to transform any difficulties into opportunities for client bliss.
Global Gateway Solutions 10 // 14
MARKETS WE SERVE...
TELECOM
INSURANCE
FINANCIAL SERVICES
Some of the largest Telecom
Our duty is to use our Insurance
Our Financial Services agents
& Cable companies in the
industry expertise in the best
have years of expertise in the
U.S. rely on our best-in-class
way we know to relieve pressure
customer care, sales, and pay-
from competitors & achieve
for-performance telemarketing
customer satisfaction and
specific products and services,
services.
retention.
and compliance laws.
Financial Industry coupled with ENTE intense training in industry-
TECHNOLOGY & HEALTHCARE
TRAVEL & HOSPITALITY
EDUCATION
We combine Technology with
Our processes at GGS are
We understand the Education
our Health Care industry
designed to help our clients
industry’s need to increase
expertise to give you exceptional
create the greatest travel and
student enrollment & the
business results that translates
hospitality experience for their
competitiveness of the
to health benefits for your
customers. We aim to reduce our
market. A fresh lead converts
customers.
client’s daily challenges so that
at an 85% higher return
they can remain competitive.
allowing our systems to maximize your results.
Your Nearshore BPO Solution 11 // 14
SOME OF NORTH AMERICA’S LARGEST COMPANIES RELY ON OUR BEST-IN-CLASS CUSTOMER CARE & TELEMARKETING BPO SOLUTIONS.
ENTERTAINMENT
AUTOMOTIVE
MEDIA
Our end-to-end Business
Our Automotive clients
We enable companies to adapt
Process Management (BPM)
receive: Pre- & after Sales
with agility to embracing ‘Digital’
services enable media & ERTAINMENT entertainment companies to
Support, Reservations, Case
within the media, social media,
management, General inquiries,
radio and television fields.
keep pace with the changing
Outbound campaigns & more...
Having serviced the #1 Global
world while balancing costs.
Your #1 Call Center Solution.
Provider of On-Demand Internet Streaming Media we know how to help you gain competitive differentiation. .
DIRECT RESPONSE TV
B2B
Our team consists of highly
As a business we understand
trained Customer Service agents
how much you treasure your
that continually strive to reach
brand, customer loyalty &
sales conversions that surpass
transactions.
the industry standards. We
That is why we provide: Lead
optimize every customer contact
Generation, Data Scrubbing
with a “Save the Customer”
& Verification, and Sales
mentality.
Completion.
Global Gateway Solutions 12 // 14
WE PROVIDE AWARD WINNING SERVICE...
2010
2010
2013
2013
2015
Employer of the
Ranked
The 1st Chat Centre
Put Jamaica on
Awarded Local
Year in the Island
“Jamaica’s
of Excellence with
the Approved
Business Process
of Jamaica
Fastest Growing
the #1 Global
List for the #1
Outsourcing
Contact Centre”
Provider of On-
Telecom Provider
Operator for
by Nearshore
Demand Internet
in the United
‘Commitment to
Americas
Streaming Media
the Industry (JA)’
7170
549
132558
Problems Solved
Satisfied Clients
Calls Answered
INNOVATIVE
INSPIRING
SUSTAINABLE
Your Nearshore BPO Solution 13 // 14
SURPASSING ALL SATISFACTION INDICATORS
PERFORMANCE
2014
2015
87
88
93
CLIENT CSAT How would you rate the agents who provide telephonic services
89
88
91
CLIENT PRICING SATISFACTION How would you rate the pricing structure we provide your campaign
96
97
99
CLIENT FIRST CALL
71
83
85
82
86
93
CLIENT NPS
How likely are you to recommend Global Gateway Solutions to other businesses
Or Chat Resolution
EMPLOYEE NPS How likely are you to recommend Global Gateway Solutions to family and friends for employment oportunities?
2013
THANK YOU. ORE BPO MESY
www.callggs.com