0613 Inktel Omron Execsum

EXECUTIVE SUMMARY
CUSTOMER MANAGEMENT SUPPORT

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VALUE PROPOSITION
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Inktel will provide an END-TO-END CUSTOMER MANAGEMENT SOLUTION which
will deliver value added, high-touch customer support focused on quality, CUSTOMER
SATISFACTION, and BRAND PROTECTION. Our solution will give Omron Healthcare better
visibility into product and customer feedback as well as more control over the direction
of your consumer affairs program. By partnering with Inktel, Omron will achieve COST
SAVINGS over current annual spend, added scalability, and consumer insight enabling your
company to redirect resources more effectively to support FUTURE GROWTH.
Omron: Executive Summary
SOLUTION OFFERING
CUSTOMER MANAGEMENT
Our customer management solution will concentrate on maximizing each of Omrons customer interactions by utilizing our Customer
First operational model. Customer First will focus on the following six operational areas to support Omrons support operations:
Brand Engagement: Inktel will develop a specic and detailed call center brand engagement and deployment strategy with
the sole objective of creating an Omron Healthcare environment within our call center operations.
Right Location: Inktel proposes utilizing our Miami Lakes, FL call center location. Miami Lakes provides deep experience
with support programs.
Right People: Inktel will develop a specic hiring prole for Omron to ensure we are recruiting and hiring service focused
agents that will accurately represent the Omron brand.
Right Training: Inktel will work with Omron to develop a performance based training program to accelerate the agent
learning experience, thereby shortening time-to-agent-prociency, which will result in better agent performance the rst day
agents hit production.
Right Coaching: Inktel coaching model will measure and benchmark all operational performance to provide accelerated
performance within the following areas: Customer Satisfaction, First Call Resolution, Average Handle Time, and Agent
Productivity.
Right Motivation: Inktel will develop a specic motivation plan focused around nancial and recognition based incentives to
ensure agents and agent management are fully motivated to exceed all Omron performance objectives.
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Inktels Passion for People Philosophy is routinely recognized as creating the lowest agent retention rates in the call center industry.
The objective of our Passion for People Philosophy is to maintain low overall attrition rates and maintain high employee satisfaction
through the following methods:
Agent Selection Process: We establish hiring proles for both our customer service representatives, sales agents and quality
coaches to ensure we ll each position with an employee who is WILLING & MOTIVATED to do the job, who has the ABILITY
to get the job done, who FITs in the organization, and who has the SKILLS required to exceed our clients expectations. With
our in-depth predictive index testing we are able to identify personality traits and match talent with program specications
Inktel Development & Excellence Academy (IDEA): One of the signicant reasons we are so successful in maintaining
and developing talent is that we view training as something entirely different. We believe that learning takes place in
an ongoing state and therefore have built a personal and professional development program IDEA. This program allows
top agents and salaried employees to learn about time management, public speaking and everything in between. Upon
completion of an IDEA course employees receive a certicate that is considered when identifying candidates for promotions.
Performance Management: We believe that a major component of employee satisfaction is based on the fact that our agents
perform each and every day and are rewarded for their performance. Our corporate culture is a true meritocracy; if you
perform you will be rewarded. From promotions to gift cards, and from public recognition to a monthly top agent luncheon
with the CEO, achievement is celebrated. In addition, all agents are classied based on operational performance and quality
metrics as an A, B or C performer. A-Players, receive the rewards described above and are given the added responsibility of
coaching B and C-Players. B-Players are given specic feedback and coaching on what they need to do to rise to A-Player
status. C-Players are given even more feedback and coaching with the understanding that if they do not improve, they will be
let go. We have found, through this A,B, C structure our meritocracy takes shape in a way that motivates our employees and
reduces turnover.
Inktel will provide a dedicated team of knowledgeable, friendly agents tasked with providing frontline care to Omron customers over the
phone, via email and responding through social media channels as appropriate. Our agents will keep FDA compliance in the forefront
of everything we do on behalf of Omron, and ensure that all interactions are dispositioned appropriately and effectively. Through our
rigorous QA process, we will ensure that all customer interactions are a true reection of the corporate values of Omron Healthcare.
In addition, our Miami based solution will enable Omron to leverage the dedicated team to support Omrons growing South and Latin-
American consumers from within one central point, creating efciencies and centralizing reporting metrics that can be easily produced
for reporting to Omron HQ as needed and necessary.
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TECHNOLOGY MANAGEMENT
Inktel will deploy innovative best of breed call center technology consisting of the following applications:
Avaya PBX/ACD
Interactive Voice Response
Quality Recording
Workforce Management
Program Performance Management
Multi-Channel Email/Chat/SMS Management
Reporting
Additionally, Inktel will partner with Omron to develop a CRM solution that captures customer data and reports back to Omron about
product and consumer information based on data gathered at the time of contact.
PARTNERSHIP MANAGEMENT
Businesses dont partner, people do. Inktel will develop a partnership with Omron that is characterized by the following:
Trust
Transparency
Effective Communcication
Full Accountability
Proactive Management
Omrons account manager is at the heart of developing this type of partnership. Inktel will dedicate a tenured account manager to serve
as Omrons single point of contact with the objective of managing all support personnel involved in servicing Omrons contact center
operations.
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SOLUTION BENEFITS
EXPERIENCE
Multi-Channel Consumer Support Experience: Inktel has almost two decades of experience and currently provides services
for companies including Walmart, Senseo, Air-O-Swiss, and many others.
COST SAVINGS
Variable Costs Model: Inktels variable cost model will reduce current call center labor and xed costs associated with
operating your current call center operation. Our model will simplify billing by reducing line-items, and provide better insight
into your overall cost structure.
Cost Savings: Inktel will reduce current operational cost for Omron Consumer Affairs operations through utilizing shared
agent workgroups to ensure that productive time is maximized and Omron is only paying for time needed to handle customer
interactions.
CUSTOMER ENRICHMENT
Brand Ambassadors: Inktels brand engagement initiative will ensure that every agent has the ability and training to be a true
brand ambassador for all of Omrons brands.
Customer Satisfaction / Loyalty: Inktel will move beyond standard measures of customer satisfaction by developing a voice
of the customer solution aimed at increasing satisfaction and loyalty by making interactions more personalized and intuitive.
OPERATIONAL PERFORMANCE
Improve Consumer Insight Reporting: Inktel will detect and report consumer and product issues at the point of failure,
delivering unparalleled insight into product complaints, customer service issues and actionable intelligence to drive
performance enhancements.
Increase Operational Visibility: Utilization of Inktels reporting portal will give Omron full operational visibility across all
operations through an easy-to-use web interface.
FLAWLESS TRANSITION
Full Transition Management: Inktels project manager will manage all details of Omrons transition. Inktel will assign an
experienced project manager who will engage all functional resources to help design an integrated project implementation
plan, monitor processes, provide regular communication, and monitor all change management activities.
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INVESTMENT-AT-A-GLANCE
STAFFING & MONTHLY MINIMUMS
1. Forecast. The Client shall provide a locked monthly forecast 30 day prior to each month that will include phone and email
contact volume projections.
2. Monthly Minimum. Clients per minute fees, which excludes any training, IT, or project management fees, shall be equal to
the greater of the actual fee of ten-thousand dollars ($10,000).
TELECOM & DATA
1. Call Delivery and Toll-free Numbers. CLIENT shall, at its expense, provide all toll-free numbers and voice access to Inktels
data center. Once the inbound call is within Inktels data center, Inktel shall, at its expense, route inbound calls to Inktel
agents.
2. Data Access. CLIENT shall provide access to their systems via an encrypted virtual private network (VPN) connection.
Inktel shall provide Internet access to agents to perform the Services.
FEES
1. Fees. CLIENT shall pay Inktel for the Services at the rates shown in the tables below for each calendar month:
Main Fees
Description Rate
Shared Agent Rate (Phone / Email) <15,000 mthly. minutes: $0.80 per minute
15,000-25,000 mthly. minutes: 0.78 per minute
25,001-35,000 mthly. minutes: 0.76 per minute
>35,000 mthly. minutes: 0.73 per minute
Initial & On-going Training Rate $20.00 per training hour
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Additional Fees
Description Rate
Spanish Language Surcharge 20% surcharge to applicable per minute rate
Overtime / Holiday / Off Hour surcharge
(Thanksgiving Day / Christmas Day / New Years Day)
50% surcharge to applicable per minute rate
IT Programming $135.00 per hour per person
Transition / Project Management(up to 80 hours) $5,000 / one-time fee
Additional Agent Incentives Client Provided
Telecom Transfer Charges Domestic transfers - $0.028 / minute
Canadian transfers - $0.056 / minute
CRM Application Development 132 hours, $125 per hour
2. Handle Minute Billable Unit. Handle Minute shall include, talk, wrap, transfer, hold time, and off-line customer facing
work. Handle minute does not include breaks and pre-shift meetings.
3. Training Hour Billable Unit. Training Hour shall include the period of time between the time that an agent clocks into
and clocks out of Inktel time keeping system during initial and on-going training period.
4. Telecom Transfer Charges. Transfer charges occur when agents are redirecting Client calls to an external (outside of Inktel)
location.
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CONTRACTUAL ASSUMPTIONS
Term: We have assumed a 36-month term.
CPI: Annual CPI would apply.
Payment Terms: Net 30 day
OPERATIONAL ASSUMPTIONS
Hours of Operation: 9am-6pm EST M-F
Service Levels: 80/40 with 5% abandonment rate
Agent Type: Agents will be providing inbound customer
support for Omrons customers.
Per Hour Rate: Per hour rate is dened as all minutes agents
are logged into the time keeping system.
Agent Hiring: Inktel will use its standard background check
and screening process for newly hired agents.
Train-the-Trainer: Any Train-the-Trainer requirements will be
billed at pass-through T&E rates.
Agent Training: Agent training is assumed at 10 days of
product training with 2-3 days of agent nesting.
Continuing Education: Continuing agent training or
education is assumed at 1 hour per quarter.
Agent Attrition: Agent attrition training and attrition
facilitation time is the responsibility of Inktel.
Quality Assurance: Inktel will perform a minimum of 5
monitoring session per agent per month for both sales
performance and customer service operations.
Agent Management: The agent management team will
include the following:
Agent Supervisors
Operations Managers
Sr. Operations Manager
Quality Manager / Quality Evaluator
Training Manager / Trainers
Recruiting Manager / Recruiters
Human Resource Manager
Omron Account Manager: Inktel will provide account
manager that will serve as Omrons single point of contact.
Bi-Lingual Spanish Agents: Bi-lingual Spanish agents will be
included in the hourly rate.
Implementation Project Manager: An implementation project
manager will be assigned to lead all implementation activities
and ensure a smooth transition.
TECHNICAL ASSUMPTIONS
Call Center Technology: Inktel will provide the following:
CMS/PBX
Quality Management
Proprietary Reporting Database
PPM Performance Management System
Standard Operating Equipment (SOE): Our current Standard
Operating Equipment (SOE) for desktop, phone, voice, and
data conguration is included in the agent rate.
Telecom: Omron will be responsible for providing voice and
data to an Inktel hub. Any telecommunications charges, if
required, will be passed through directly to Omron.
Quality Monitoring: 100% voice recording, stored for 90
days.

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CRM Development Estimate Development Time in Hours
Project Scope and Review
Receive client requirements
o Application purpose
o Data Capture Elements
o Disposition Elements
o Reporting Requirements
4
Requirement Analysis
Itemize and document requirements
Create project scope and tactical areas
Receive sign-off from client
4
Database Design
Data capture elements
Reporting tables
24
Application development
Application Design
Security Credentials
Call disposition
Reporting considerations
Notifcation build
Contact list
FAQ
40
Testing Application with Omron
Application deployed in stage environment
Test calls placed and processed
Test group of contacts
8
Updates based on client feedback
Provide detailed feedback on test results
4
Return File Analysis
Review return fle and outputs
5
Return File Implementation and Testing
Return fles sent and reviewed
Return fles consolidated with client
15
Production Rollout
Application placed in production environment
4
Report Data generation
Call data reviewed
o Offered
o Answered
o Service Levels
16
Report Testing and Acceptance 8

Total Hours 132
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DORAL
8200 NW 33rd ST
Doral, FL 33122
Phone: 305 523 1100
Fax: 305 827 0341
MIAMI
13975 NW 58th Court
Miami Lakes, FL 33014
Phone: 305 523 1100
Fax: 305 827 0341
1.888.4.INKTEL
www.Inktel.com
www.facebook.com/inktel
www.twitter.com/inktel
www.collectiveinktelligence.com
CHICAGO
1269 N. Wood Dale Rd.
Wood Dale, IL 60191
Phone: 630 694 7200
Fax: 630 694 7245
FORT LAUDERDALE
7209 NW 88th Ave.
Tamarac, FL 33321
Phone: 954 933 9671
Fax: 954 582 1183
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0613 Inktel Omron Execsum

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EXECUTIVE SUMMARY

CUSTOMER MANAGEMENT SUPPORT

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