East Central Colleges

B.Mendoza Street, City of San Fernando, Pampanga

Call Center
Management

Prepared by:

Maria Kamille R. Liangco

BSBA-III

Marketing Management
Customer lifecycle management
Customer Lifecycle Management, or CLM is the measurement of
multiple customer related metrics, which, when analyzed for a period of
time, indicate performance of a business. The overall scope of the CLM
implementation process encompasses all domains or departments of an
organization, which generally brings all sources of static and dynamic data,
marketing processes, and value added services to a unified decision
supporting platform through iterative phases of customer acquisition,
retention, cross and up-selling, and lapsed customer win-back.

Some detailed CLM models further breakdown these phases into acquisition,
introduction to products, profiling of customers, growth of customer base,
cultivation of loyalty among customers, and termination of customer
relationship. According to a DM Review magazine article by Claudia Inhofe,
et al., "The purpose of the customer life cycle is to define and communicate
the stages through which a customer progresses when considering,
purchasing and using products, and the associated business processes a
company uses to move the customer through the customer life cycle."

Back-Office Management Services

Our back office management services help reduce costs and increase
operational efficiencies. They draw substantially on our deep industry-based
knowledge and support the lifecycle of our client's customers. We also
provide corporate services, which cater to our clients' employees. The
following summarizes the back office services that we currently provide to
our clients:

Finance & Accounting

Sutherland Global Services is a leading BPO company that specializes in end-

to-end, custom F&A back office support service solutions, including accounts
payable, accounts receivable, billing and customer invoicing and reporting.
Sutherland provides support across all the Revenue Management Cycle
stages via Order Receipt, Invoicing, Receipts, Collections and Accounting.
Sutherland manages different activities, such as credit verification, customer
information maintenance, invoice entry, receipts application, aging analysis,
and collection utilizing different channels of communication (telephone,
emails and letters), bad debt management, write-offs and adjustments.
Sutherland offers a flexible AP outsourcing solution that reduces costs,
increases control, and enables results with greater profitability. Our best-in-
breed processes and technologies streamline document management, data
capture, cash flow management, remittance fulfillment, and status reporting
involved in AP management.

Procurement Outsourcing

Procurement continues to attract significant management attention and

best-in-class companies are achieving savings in material and services costs
that boost corporate profitability. Sutherland Procurement Outsourcing
Services deliver cost savings, streamlined procurement processes and
improved compliance to corporate policy in four separate areas.

• Spend analysis - Including data gathering, cleansing and classification

• Sourcing support & analytics - Supplier market and risk analysis, bid
evaluation
• Transactional procurement - Purchase requests, PO management,
catalog management, invoicing, and 3-way matching
• Contract management - Contract authoring, contract renewals, clause
and document library, recovery audit

Transaction & Payments Processing

Many organizations struggle with how to efficiently manage diverse back

office processes that are manual and fragmented, involve repetitive data
entry, rely on paper-based information exchange or are labor intensive.
Sutherland has developed a proven outsourcing model to deliver various
Transaction Processing services such as: check processing and remittance
processing, claims processing, email, feedback and response management,
mortgage processing: loan origination and servicing, financial reconciliation
and GL closing.

• For loan origination management , these services range from

transactional tasks that require basic processing of document images
to more complex functions that require analysis and decision-making
skill sets including document review, third party ordering, title review
and loan underwriting.

• The ecommerce order management support services include

website content assurance, customer reviews management, customer
care, order management, partner management and payments support.

HR Management
Sutherland provides services that will enable your HR team to focus on
strategic human capital management issues instead of administrative tasks.
Through partnership with Sutherland, clients reduce costs and increase the
quality of employee services. Our HR management services include benefits
administration, payroll processing, and workforce management tasks.
Business process outsourcing
Business process outsourcing (BPO) is a subset of outsourcing that
involves the contracting of the operations and responsibilities of specific
business functions (or processes) to a third-party service provider. Originally,
this was associated with manufacturing firms, such as Coca Cola that
outsourced large segments of its supply chain. In the contemporary context,
it is primarily used to refer to the outsourcing of services.

BPO is typically categorized into back office outsourcing - which includes

internal business functions such as human resources or finance and
accounting, and front office outsourcing - which includes customer-related
services such as contact center services.

BPO that is contracted outside a company's country is called offshore

outsourcing. BPO that is contracted to a company's neighboring (or nearby)
country is called nearshore outsourcing.

Given the proximity of BPO to the information technology industry, it is also

categorized as an information technology enabled service or ITES.
Knowledge process outsourcing (KPO) and legal process outsourcing (LPO)
are some of the sub-segments of business process outsourcing industry.

Build-operate-transfer
Build-operate-transfer (BOT) is a form of project financing, wherein a
private entity receives a concession from the private or public sector to
finance, design, construct, and operate a facility stated in the concession
contract. This enables the project proponent to recover its investment,
operating and maintenance expenses in the project.

Due to the long-term nature of the arrangement, the fees are usually raised
during the concession period. The rate of increase is often tied to a
combination of internal and external variables, allowing the proponent to
reach a satisfactory internal rate of return for its investment.

Examples of countries using BOT are Turkey, Taiwan, Israel, India, Iran,
Croatia, Japan, China, Vietnam, Malaysia, Philippines, and a few U.S. states
(California, Florida, Indiana, Texas, and Virginia). However, in some
countries, such as Canada, Australia and New Zealand, the term used is
build-own-operate-transfer (BOOT).
Traditionally, such projects provide for the infrastructure to be transferred to
the government at the end of the concession period. In Australia, primarily
for reasons related to the borrowing powers of states, the transfer obligation
may be omitted. For the Alice Springs - Darwin section of the Adelaide-
Darwin Railway the lease period is 50 years, see Australasia Rail Corporation.

BOT or BOOT is a type of project financing. The hallmarks of project financing

are:

(i) The lenders to the project look primarily at the earnings of the project as
the source from which loan repayments will be made. Their credit
assessment is based on the project, not on the creditworthiness of the
borrowing entity.

(ii) The security taken by the lenders is largely confined to the project assets.
As such, project financing is often referred to as "limited recourse" financing
because lenders are given only a limited recourse against the borrower.

Most project finance structures are complex. The risks in the project are
spread between the various parties; each risk is usually assumed by the
party which can most efficiently and cost-effectively control or handle it.

Once the project's risks are identified, the likelihood of their occurrence
assessed and their impact on the project determined, the sponsor must
allocate those risks. Briefly, its options are to absorb the risk, lay off the risk
with third parties, such as insurers, or allocate the risk among contractors
and lenders. The sponsor will be acting, more often than not, on behalf of a
sponsor at a time when the equity participants are unknown. Nevertheless,
each of the participants in the project must be satisfied with the risk
allocation, the creditworthiness of the risk taker and the reward that flows to
the party taking the risk. In this respect, each party takes a quasi equity risk
in the project.

More recently, organizations around the globe have been involved in

adopting the BOT model in unique manner. For example, a company called
'The Venture Street' in India have adopted and modified BOT model and
made it build-operate-associate-transfer (BOAT). Additionally the
company has expanded the scope of the model in public health, hospitals,
pharmaceutical and information technology (IT) sector.

*Near shore outsourcing is the practice of getting work done or services

performed by people in neighboring countries rather than in your own country.
Many companies in the United States, for example, outsource work to Canada and
Mexico. Geographic proximity means that travel and communications are easier and
less expensive, there are likely to be at least some commonalities between the
cultures, and people are more likely to speak the same language.
*Onshore outsourcing (also called domestic outsourcing) is the obtaining of
services from someone outside a company but within the same country.