2. About Us
BACKGROUND
We, at SixEleven understand the importance of delivering the basic; attention to instructions accompanied by an
accurate and timely response to the problem. We provide simple yet accurate and reliable solutions to all your BPO
needs. As a strategic partner, SixEleven provides a 24/7 inbound and outbound support enterprise than can improve
your company’s position in today’s very competitive and highly technologically involved market. We take pride in
utilizing today’s state of the art technologies by incorporating them in to our day to day operations, while keeping things
simple and precise to achieve specific goals. We provide you with the solutions and with services that work.
SixEleven Global Services and Solutions is a 200 seat contact center. We started our operations in May of 2006.
We are located in the heart of the metropolitan city of Davao in the Philippines. On January 2007, SixEleven
expanded and opened its Manila-based 200-seat call center.
We are proud to be the first Filipino-owned and Mindanao-based international contact center designed to
provide quality services in various arenas of Sales, Marketing and Customer Support.
We house an army of individuals committed to Excellence and Professionalism. Equipped with the most modern
facilities and state-of-the-art technology such interactive voice responses, automatic call distribution, predictive
dialing, automatic number identification, web collaboration, and email management.
We are committed to provide our clients with quality and highly effective Customer Relationship Management
services designed to answer their needs for corporate productivity, growth and profitability.
SixEleven provides a complete line of Customer Relationship Management support services designed to
complement the needs of technology-driven companies, adding value to their business operations, product and
brand development and after-sales services.
VISION
Our primary objective is to provide our client companies with highly
effective and quality customer relationship management services designed
to answer the corporate needs for organizational efficiency, productivity,
growth and profitability. We aim to provide our clients with real solutions to
help them adapt to the rapidly changing environment of the technology
industry.
MISSION
To provide a complete line of total customer support services, designed to
compliment the needs of technology-driven companies, and add value to
their business operations, products and services. With our commitment to
excellence, flexibility and integrity, SixEleven Global Services, up to the last
employee, aims not only to protect the brand names of our valued clients
through outstanding customer service but convert their clients from
database entries to loyal consumers of their products and therefore expand
business opportunities and ensure growth and profitability.
QUALITY STATEMENT
Build Customer Trust and Value by Providing Quality Experience, the First Time, All the Time.
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3. Our Services
SUPPORT SERVICES
Order Taking:
Customers calling to place their orders require fast, friendly response. SixEleven Global Services live order taking services
are designed to answer that requirement. Our customer service representatives deliver the utmost care in order taking
and order processing. We take pride in providing our client’s customers effective order taking service.
Travel Booking and Reservation:
You g ive travellers worldwide convenience. You offer them a myriad of choices that suit their travel needs and save
them from the stress and hassle that comes with travelling. But while you take care of them, who takes care of you?
Event and Conference Registration:
Whatever your reason or goal is, tradeshow success lies in leads nurturing, and not only on your performance at the
show. Your success requires thoughtful, calculated leads follow-up on all viable leads that you and your team generated
from the exhibition floor.
Catalogue Requests:
Catalogue design services from SixEleven Global Services involves working closely with you to fulfil all your requirements
for corporate catalogue design - from the outline of the concept and message of your print or online catalogue, to the
final printing. Our custom catalogue design service focuses o n highlighting your product and service features and how
they can address your prospects' needs. Our design team can create the right combination of images, content, anima-
tions and incorporate effective marketing features to your business catalogue design to give you the kind of impact you
are looking for.
Online Assistant:
To manage business effectively, you need a business online assistant to make and answer calls for you, take messages,
book your events and conferences, make your travel reservations, schedule your appointments, remind you of important
events, or even make sure that your children get picked up from school on time or arrange to send your wife flowers on
your anniversary even when you’re a continent away!
Customer Service:
Customers and business managers alike like to talk about what good customer service is (and isn't), but I think this defin-
ition by SixEleven Global Services sums up what excellent customer service is beautifully: "excellent customer service (is)
the ability of an organization to constantly and consistently exceed the customer's expectations."
Technical Support:
SixEleven Global Services Technical Support desks are available to assist you with questions about our products: access,
content, searching, general troubleshooting and other technical issues.
Data Entry, Transcription and CAD-CAM Services:
We live in the information age; and good, reliable information is vital to the ability to make correct decisions. SixEleven
Global Services offers unparalleled Data and Transcription Services. In addition to this, we have a large staff trained in
the most advanced data extraction and database development techniques, using manual as well as script-based systems.
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4. SALES SERVICES Rate: Negotiable (Pay per Performance)
Lead Generation & Appointment Setting:
Initial contact with a warm lead is great, but the real secret to successful lead generation is lead nurturing. Nurturing
leads allows you to quickly identify prospects that have the highest need for your services while building an ongoing
qualified pool of new prospects for future marketing programs. Lead nurturing programs convert more inquiries into
qualified leads and qualified leads into sales.
Lead Qualification:
Our research shows the number one desire for sales people is more selling time with sales-ready opportunities. The lead
qualification process is essential to any lead generation effort regardless of the particular tactics being used to generate
interest. In fact, lead qualification is the only way to separate inquiries from sales ready leads. We can help you get the
most value from your inquiries because our response time is quick. Every lead is followed up on, automatically and
thoroughly, making your campaign/ even ROI easier to measure. Your inquiries and leads are time sensitive and
perishable.
MARKETING SERVICES
Marketing Collateral Creation:
We can help improve your A.I.M.: Attract, Inform, Motivate. Marketing materials are imperative for business
development. If your purpose is to inform and persuade, ours is to attract, inform and motivate, whether its information
about your business, product, or service, we understand the importance of establishing your corporate identity through
corporate branding.
Web Design and Development:
Our Web designers have the creative talent to appeal to your sense of style, the training and knowledge of current web
development standards and practices, and the ability to turn your ideas into reality!
Market Profiling:
A good market profile quantifies opportunity in the market and gives your organization a more precise understanding of
your customers, overall business performance, market trends and new market opportunities.
Email Marketing Services:
Effective email marketing and communication in today’s marketplace requires more than just sending an “Email Blast”.
SixEleven Global Services email marketing service can help you personalize you email marketing campaigns and increase
your conversions.
Phone Survey:
Information and feedback are two very important sources by which business move are based. If you want to learn about
your customer’s thoughts on you, your product and/or services, or if you simply want to gather personal information
from them, do a market research survey. Market research surveys or telephone surveys are a must if you want firsthand
information from both customers and clients.
Email Marketing:
Get outstanding email marketing service from SixEleven Global Services, our email marketing campaigns have proven to
deliver fast, impressive results. It is an inexpensive approach to getting new customers, build repeat business, and en-
hancing your brand.
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5. MARKETING SERVICES
Database Cleanup:
You may have a database of prospects and customers, but is it updated? Are the names on your list the actual decision
makers? Could you be wasting mail efforts, time and money due to old information? Don't let the value of good data be
lost by years of sloppy data entry. SixEleven Global Services offers Database Cleanup services that will significantly
increase the accuracy and value of your database marketing efforts. Let SixEleven Global Services contact companies in
your database to confirm company information, qualify the decision-maker, and assist in database management by
adding additional information like e-mail addresses and other valuable information to your existing list.
Business Lists:
The very foundation for acquiring new customers still remains targeted lists of possible future customers. In order to
generate quality leads, you need quality prospect mailing lists to deliver highly targeted, relevant emails.
Search Engine Optimization (SEO):
The process of improving the volume or quality of traffic to a web site from search engines via "natural" ("organic" or
"algorithmic") search results. Typically, the earlier a site appears in the search results list, the more visitors it will receive
from the search engine. SEO may target different kinds of search, including image search, local search, and industry-spe-
cific vertical search engines. This gives a web site web presence. As an Internet marketing strategy, SEO Considers how
search engines work and what people search for. Optimizing a website primarily involves editing Its content and HTML
coding to both increase its relevance to specific keywords and to remove barriers to the indexing activities of search en-
gines.
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6. Customer Relationship Management (CRM)
Customer relationship management (CRM) consists of the
processes that SixEleven uses to track and organize its contacts
with its current and prospective customers. SixEleven CRM
software is used to support these processes; the software system
can be accessed, and information about customers and customer
interactions can be entered, stored and accessed by employees in
different SixEleven departments. Typical CRM goals are to improve
services provided to customers, and to use customer contact
information for targeted marketing.
SixEleven CRM is a combination of policies, processes, and
strategies implemented by an organization to unify its customer
interactions and provide a means to track customer information.
SixEleven CRM includes many aspects which relate directly to one
another:
Front office operations — Direct interaction with
customers. (e.g. face to face meetings, phone calls, e-mail,
online services etc.)
Back office operations — Operations that ultimately affect
the activities of the front office (e.g., billing, maintenance,
planning, marketing, advertising, finance, manufacturing,
etc.)
Business relationships — Interaction with other companies and
partners, such as suppliers/vendors and retail outlets/distributors,
industry networks (lobbying groups, trade associations). This
external network supports front and back office activities.
Analysis — Key CRM data can be analyzed in order to plan target-
marketing campaigns, conceive business strategies, and judge the
success of CRM activities (e.g., market share, number and types of
customers, revenue, profitability).
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7. Quality Assurance
The SixEleven Quality Assurance Department “The BOX” is dedicated to agent performance monitoring, evaluation and
reporting. The BOX provides continuous monitoring for the campaign’s duration. New Agents and new campaigns
receive particular attention during the mission-critical ramp-up stage. The BOX includes the following simultaneous
complimentary facets
Monitoring: Reporting:
All calls are recorded and monitored Weekly agent reviews include
by BOX Analysts assigned to specific discussion of all performance
departments within SixEleven. A indicators. All agents receive
1:10 Analyst-to-Agent ratio is monthly call performance
maintained to ensure agents get the evaluations from their respective
critique they need to improve each BOX Analysts. Industry specific
day. "Update Briefings" are conducted
quarterly will all agents according
to their area of specialization.
Coaching: Training:
Agents who receive an overall rating Agents are rigorously trained in the
of below 80% on any given call receive classroom and tested by call
coaching within 30 minutes of the call. simulations on the specifics of each
BOX Analysts work with agents to campaign before they make their first
improve their calls in one-on-one call. Campaign objectives, client
coaching sessions. expectations and client’s background
are discussed intensive for proper and
accurate representation.
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8. Center Infrastructure
PowerConnex
PowerConnex is a call centre technology provider that both develops and implements innovative solutions that improve
the performance and quality of call centre operations. As a consequence, PowerConnex's products have become
business-critical tools for hundreds of outbound and inbound call centers throughout Australia, New Zealand and the
Philippines. PowerConnex was founded by Javy "Harvey" Llora in 2000 with its heritage dating back to 1988. Javy has
over twenty years IT experience, largely in the area of advanced technologies and software development. Javy also sits
on the board of Software Engineering Australia (Queensland).
Asterisk
Asterisk® is the world’s leading open source telephony engine and tool kit. Offering flexibility unheard of in the world of
proprietary communications, Asterisk empowers developers and integrators to create advanced communication
solutions...for free. Asterisk® is released as open source under the GNU General Public License (GPL), and it is available
for download free of charge. Asterisk® is the most popular open source software available, with the Asterisk Community
being the top influencer in VoIP. Asterisk® was created by Mark Spencer of Digium, Inc in 1999. Code has been
contributed from open source coders around the world, and testing and bug-patches from the community have
provided invaluable aid to the development of this software.
Bandwidth
BOD 40Mbps/10Mbps/5Mbps
Fiber-optic communication:
Fiber-optic communication is a method of transmitting information from one place to another by sending pulses of light
through an optical fiber. The light forms an electromagnetic carrier wave that is modulated to carry information.
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9. Contact Us
SixEleven Global Teleservices & Solutions
2nd Floor Tumble Tots Building
Mabini corner Araullo Streets
Davao City, Philippines 8000
Phone: 63 82 305 5522
Fax: 63 82 305 3322
E-Mail: info@sixelevencenter.com
Web: www.sixelevencenter.com
Michael Hao Bian
Business Development Manager
Mobile: 63 920 924 6620
E-Mail: mbian@sixelevencenter.com
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