One team, One business, One goal

Transcription

1 One team, One business, One goal

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3 We Are 02 Mission 03 Values 04 Services 06 Certificates 11 Contact Information 12

4 We Are: Xceed is the leading multilingual Business Process Outsourcing (BPO) Service Provider in EMEA region with a capacity of more than 5500 web-enabled multi-channels stations, managing programs for clients covering (4) different continents in (8) different ( Arabic, English, French, German, Spanish, Italian, Portuguese & Greek). We currently operate from (7) different sites in Egypt & (2) sites in Morocco which has recently expanded to 1000 seats in Casa near Shore, Casa Blanca. Xceed was established in 2001 to act as the IT arm for Telecom Egypt, the incumbent operator providing superior customer care services for key government & commercial accounts in different European languages. We enable our clients to meet their sales objectives by offering them quality services providing Quality Training to each individual. We understand the learning curve associated with each agent; hence we go the extra mile in completing initial training in a Professional/satisfactory manner from an internal and client standpoint. 02

5 Objective: Quality is the back bone of our call center in providing World class customer service. Quality is defined per the business needs of our clients and our ability to understand and deliver upon agreed standards. Mission: To delight our customers through the expertise of empowered, enthusiastic employees using the latest technologies. Vision: To be a global company operating multi sites in different destinations providing value added Business Process Outsourcing Services. 03

6 Values: The name Xceed is the animated pronunciation of our core values. Our values orchestrate all our business activities to ensure operational alignment. The values are incorporated in all our processes and day to day practice to ensure a unified corporate culture. Xcellence: Our continuous improvement to the quality of everything we do. Commitment: Our uncompromising devotion to what we do. Enthusiasm: Our positive, passionate approach and "Can do" attitude. Efficiency: Our dedication to do things right, on time and every time. Discipline: Our ability to make things happen. When we say we will do something "we do it". 04

7 OMNI CHANNEL SUPPORT FULLY INTEGRATED CONTACT CENTER CUSTOMIZED SOLUTIONS FLEXIBILITY AND SCALABILITY DATA ANALYTICS 05

8 Services We offer tailor-made services that cater to a diverse pool of clients. Since 2003, we have been supporting a wide array of services that are customized to our clients needs. We adjust our operations, services and teams to our clients changing business demands. From long-term staffing needs to short-term solutions, our flexibility allows us to handle the ramping up or ramping down of the agents needed for our clients programs rapidly and efficiently. We have extensive experience in numerous industries such as Telecoms, Technology, Tourism, Automotive, Financial Services, and Health Care, delivering superior quality and value to our clients, thanks to our highly trained agents and continuous innovations. 06

9 Business Process Outsourcing (BPO) : Xceed relies on its vast experience and expertise in contact center industry in providing innovative and world class outsourcing services that. It provides the following services in the segment: 1. Voice Segment: Our experience in the voice based sector helps our customers to achieve a competitive edge in the market and provide their customers an excellent end-to-end experience in the following services : > Inbound customer care > Inbound technical support > Outbound telesales > Outbound telemarketing > Customer Surveys > Helpdesk Support > Collections 2. Non-voice Segment: Xceed s innovative solutions are based on evaluating the client s existing business models and enhancing them to achieve the goals of realizing client satisfaction and long term profitability. These involve both basic data services and high end analytics based solutions as listed below: > Data Entry > Records management > Transcription > Order management > Case Management Other Professional services: In our endeavor to help organizations with a wide gamut of latest solutions, we provide them services that range from measuring and analyzing the voice of customers through surveys, to using multiple social platforms to capture and interpret the customer s trends and needs. We also provide Omni channel customer engagement and in-depth insights and analytics to drive great customer experiences at every touchpoint. > Data Analytics solutions > Social Media support > Omni channel customer support : Mobile, chat etc. 07

10 Services Infrastructure Outsourcing Services: With its state-of-the-art infrastructure and multiple locations, Xceed provides innovative infrastructure solution that is efficient, scalable and secure. We provide a range of options which are a perfect balance of being cost-efficient, market-competitive and reliable. These involve setup and maintenance of business office solutions, call center s hosting (of desired size), data centers etc. - all equipped with the latest IT solutions. BPO Consultancy: With its vast experience in Business Process Outsourcing (BPO) field and as one of the leading solutions provider in Middle East region for BPO services, Xceed provides consultancy services in various fields in this area. This is applicable to both start-ups and established players looking for related services. > Acquiring latest Industry Certifications > Work Force Management > Quality Assurance, Process Improvement, Reporting > Project Management 08

11 IT Solutions Outsourcing and Consultation: We provide a wide range of latest and market-competitive technology and solutions to cater to the requirements of organizations of any size. This ranges from (but not limited to) understanding of customers businesses, providing business and IT consulting services to develop, deploy and maintain the required lines of support and management systems. Our expertise lies in providing solutions that are cost-effective, mitigate business risks, reduce operational expenses and are easily scalable. > First Line Support > Second Line Support: Eg. Software Installation and Support, hardware and network support > Third Line Support: Eg. Support for Communication Data, Voice; Application development, ERP, Virtualization, Remote Access, System security and admin, BCP etc. 09

12 Services Shared services and Consultancy: Xceed provides a rich portfolio of shared services which are targeted mainly to organizations that tend to focus on their core functions while getting their non-core activities outsourced to a professional Service Provider to achieve high quality, cost effectiveness and compliance. Below are the avenues served by Xceed in this segment. HRO (Human Resource Outsourcing): With our HRO Services, your HR functions will be handled with excellence and your employees will receive their benefits, in a Timely, Accurate and Controlled manner. Xceed HRO Services are powered by Global Application Providers, to ensure consistent and stable results. > Payroll Administration > HR Application Lease > Benefits Administration Management > Service Center > Recruitment Process Outsourcing (RPO) > Training and Organization development Services FAO (Finance and Accounting Outsourcing): Xceed Finance & Accounting Outsourcing is focused mainly on the transaction-intensive Services, rather than judgment or strategic-intensive services. As always, we strive to provide our clients with the high quality and cost-efficient Services; we propose best fitting solutions based on the Number of Transactions, Historical Records and Reporting Requirements. > Record to Report > Procure to Pay > Order to cash 10

13 Certificates We are proud to be the first call center in the Middle East, Africa and South Mediterranean region to receive the COPC2000- certification from 2006 onwards. Xceed is proud to be the first Call Center in Middle East, Africa and South Mediterranean region to get COPC certification (from 2006 till 2015) ISO/IEC 27001:2013 Information Security Management System BSI ISO 9001:2008 Quality Management System BSI ISO 14001:2004 Environmental Management System - BSI ISO 22301:2012 Business Continuity Management System - BSI OHSAS 18001: 2007Occupation Health & Safety Management System - BSI 11

14 Contact Information Xceed Egypt: The Smart Village, KM28, Cairo/Alex Road, Egypt Tel.: Fax: Xceed Morocco: CasaNearShore Shore 18, 1100 Boulevard Al Quods, Sidi Maarouf - Casablanca - Morocco Tel.: Fax: info@xceedcc.com

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