Wakabayashi Call Center

Transcription

1 Wakabayashi Fund LLC presents Wakabayashi Call Center Wakabayashi Call Center Mita Minato-ku Tokyo, Japan T: JP F: JP

2 We would like to present, Wakabayashi Call Center, established in 2009 as a privately owned Business Process Outsourcing (BPO) and state of the art Boutique Contact Call Center. The Company is based in Tokyo, Japan with its central call center operation domiciled in Manila, Philippines and Philipsberg, Kansas. The Wakabayashi Call Center group s objective is to become one of the most viable call center/ business process outsourcing companies in the Philippines, if not globally. Wakabayashi Call Center is a multi-channel contact call center which is nondomicile specific to meet the everyday growing demands and expectations of today s capital markets in every footprint around the world. The Company s outbound/inbound calling service offers the client 24/7 voice, chat and support to each business looking to deliver a consistent and convenient method of contacting their customers or shareholders. The latest innovations in technology utilized by the contact call center personnel substantially impacts the quality of every call from the way each call is handled at the very first ring, to the way all data is collected. The company understands the importance of allowing clients access to the highest quality and most reliable technology on the market. Wakabayashi Call Center works strategically with their clients throughout each phase of developing their customized call center program that ensures they are consistently on the right track. The Company invites clients to be involved at whatever level they feel comfortable and encourages direct interaction between clients and team managers. Wakabayashi Call Center has one of the most powerful team combinations managed by people with proven track records and has the resources to acquire and develop key people to be part of the team that will manage and operate the center. Wakabayashi Call Center is seeking funding of $5M USD to support the start, operation and growth of their 100 seat call center facility. We are currently presenting Wakabayashi Call Center to the professional investment community. If there is any interest on your part, we would be pleased to provide you with more comprehensive information on the company for your review and consideration. Thank you for your interest and I will plan to follow up with you in the very near future. Most sincerely, Tadaharu Wakabayashi Chairman, Co Founder, Director Wakabayashi Fund LLC Mita Minato Ku Tokyo Japan T: JP T: US E: [email protected] Wakabayashi Call Center Mita Minato-ku Tokyo, Japan T: JP F: JP Industry Segment: Business Process Outsourcing / Call Center Established: November 2003 Management: Jeff Stone Founder and Managing Director Dexter Daran Sr. Vice President of IT / Technology Sidney Abuel Senior V.P. Communications Michelle Perillo Senior V.P. Business Development and Institutional Sales Legal Counsel: Rosenfeld & Kaplan, LLP. New York, NY Accounting Services: Hiroshi Sakuma, CPA Sakuma CPA Office/ AC Outsourcing Co., Ltd. Tokyo, Japan

3 Wakabayashi Call Center ( WCC or Company ) is a privately owned Business Process Outsourcing (BPO) and state of the art Boutique Contact Call Center business established in November 2009 and headquartered in Tokyo, Japan. The central call center operation is domiciled in Manila, Philippines and Philipsburg, Kansas. The call center industry is an emerging industry in the Philippines and business process outsourcing or BPO is regarded as one of the fastest growing industries in the world. The demand has grown by leaps and bounds over the years, today with over 200,000 local call center agents and industry growth of at least 100% annually due to less expensive labor costs and English proficient agents. The Wakabayashi Call Center group s objective is to become one of the most viable call center/ business process outsourcing companies in the Philippines, if not globally. Wakabayashi Call Center offers primarily inbound/outbound services such as telesales, order execution, prompt customer service including live web chat and immediate response. The following customer care solutions have reflected increased sales, enhanced customer loyalty and reduced cost basis for the client. Eight different language speaking staff members global mandate/non-domicile specific. Twenty-three years experience in the contact call center industry. Boutique Contact Call Center located in Asia Manila, Philippines and Kansas, USA. Professionally educated-skilled oriented agents. Cost effective labor rates-maximum results. 24/7 operations targeting all time zones. Strong reputation Excellent performance history for delivering results. Cultural affinity and political stable areas of concentration. Aggregation inbound/outbound domestic & international categorization methods. Enterprise Solutions Wakabayashi Call Center provides excellent experience and tremendous success at meeting the outsourcing objectives of private and public corporations in a diverse group of industry sectors. WCC s development suite is comprised of enterprise solutions, industry leading technology, talented team of managers and qualified support staff that ensure that larger volume clients continue ahead of their industry competitor by building strong relationships with the client. The Company delivers communications solutions tailored to the specific needs of each business and their outsourcing goals/needs including: Customer Retention Increase in Revenue Generating Cost Effective Sales Reducing Service Cost Emerging into New Markets

4 The features offered as part of the Enterprise Solutions include: Dedicated telesales platform and/or exclusive client care agents with customized train parameters Service offered in 9 languages Qualified operations team with extensive experience in commercial enterprise contact center management Direct access to a team manager and client services manager who will tactfully handle every account need promptly Daily performance tracking and agent productivity reports Real-time monitoring of agent activity to identify defined training needs and other quality assurance goals Wakabayashi Call Center bases its client solutions on 3 important values. 1) Operational Efficiency An efficient process and management performance help create lower average hold times, reduce abandonment rates, increases closure rates, while at the same time, maintaining a high level of quality for each client interaction. 2) Industry Leading Technology Wakabayashi Call Center has a notable investment in the latest technology coupled with partnering with industry leaders has continued to provide their clients with access to market leading technology which ensures scalable solutions that create new growth in all areas of their business model. 3) Quality Standards The Company s management team challenges the firm s strong corporate business acumen to further meet the demands of quality standards set by the firm board members, industry leaders and the client needs. WCC s indepth focus on quality standards has transformed into personalized service results, consistent service quality and increased clients. Call Center Campaigns The Company believes that in the global economy, quality defines a company s survival and profitability. BPO / Call Centers providing remote outsourced services are expected to deliver high quality service and be as effective as their outsourced clients in customer management. Wakabayashi Call Center aims to help BPO / Call Center companies reach their customers by offering number connectivity beyond long distance barriers. Below is an overview of the products and services that will be the focus:

5 Wakabayashi Call Center s Existing Process: A. Existing Campaigns 1. Search Engine Optimization (Voice) 2. Search Engine Optimization Web (Non-Voice) 3. Travel Sale 4. Loan Modification 5. Debt Management 6. Simple.Net 7. Web Development 8. AutoCAD 9. Time Share 10. Surveys and Up sell Technology The latest innovations of technology utilized by WCC s contact call center personnel substantially impacts the quality of every call from the way each call is handled at the very first ring, to the way all data is collected. The Call Center places a strong emphasis on the dynamic performance values of their advanced technology and have procured more extensive investment dollars to ensure that client capabilities remain ahead of the curve. The Company feels the importance of allowing clients access to the highest quality and most reliable technology on the market. Wakabayashi Call Center s Boutique Contact Call Center professional management team employs the Nortel Networks Symposium Call Center Server Feature Nortel Networks Succession 1000M PBX for Enterprise-VPN- Nortel Call Recording, Nortel Reporting, and Nortel Reports. The server architecture used by WCC is based on client server configuration that efficiently distributes call routing and management capabilities for optimal use of resources. Technology Capabilities Include: A user friendly proprietary Merlin Agent Interface with advanced computer telephony integration CTI abilities and HTML scripting components. Web based workstations allowing access to the internet so agents can quickly collect information during calls. Real-time and historical agent performance tracking with IVR Technology to record and store successful calls. Enterprise level reporting including real-time online access to standard reporting and critical marketing information. Database driven call routing allowing for complex call scripting and skill based routing ensuring only agents dedicated to specific businesses take those company s calls. A robust system with multiple redundancies allowing for a stable environment with 99.99% uptime.

6 24/7 On-Call IT Support to handle technical issues promptly and ensure all systems are consistently operating with maximum efficiency. Agent Solutions Wakabayashi Call Center s comprehensive suite of contact center solutions help manage each step of a clients life cycle. Proprietary Agent Solutions which the Company is dedicated to provide include: Telesales and Customer Acquisition Customer Care and Retention Web Based Customer Care Pay-for-performance Live Web Chat Customer Self-Service Investment Opportunity Wakabayashi Call Center is seeking funding of $5M USD to support the start, operation and growth of their 100 seat call center facility. The proceeds will be divided as such: One Million Five Hundred Thousand ($1.5M USD) working capital, plus the budgeted Fixed and Variable Operating Expense allocation of Three Million Five Hundred Thousand USD (US$3.5M) covering the first 12 months of operation respectively.

7 Call Center Staff and Personnel Structure Staff Duties and Responsibilities Director, Business Development Responsible for closing new accounts and account management for the center and maintaining good relationship between the principal and the center Director, Operation The "Captain of the Ship". Responsible for maintaining expected sales production. Solves issues involving Managers, Team Leaders and Agents. "Bridge" between the Operations and Quality Department. Creates a Positive Attitude within Operations. Operations Manager (AM/PM) Responsible for Accounts/ Campaigns within his/her assigned schedule (AM/PM). Reports directly to Operations Manager. Maintains healthy competition between teams. IT Manager Supervises overall IT Systems, Telco, Infrastracture and Facility Costs. IT Officer/ Controller Responsible for addressing concerns regarding Leads, IT Reports and System Troubleshoot. Quality Assurance Manager Oversees all reporting, data analysis and assessment of all campaigns. Maintains 100% Quality of all sales. Makes sure that Operations conforms to all Parameters and Guidelines set by the clients. Team Leader Acts as the Sales Manager for the team. Drives assigned team to (sales) goal. Maintains an enthusiastic environment. Motivates and Assess agents. Quality Assurance Officer Responsible for Monitoring and Coaching of agents. Ensures that an agent conforms to the QA Guidelines set by the clients. Quality Assurance Officer/ Confirmer Validates all sales/ leads produced by Operations. Ensures that all QA guidelines and parameters were followed. CSRs/Agent Makes sales calls. Represents the clients in a professional manner. Abides by FCC and FTC rules.

8 Call Center Support Group Training Department HR Department Accounting Department Administrative Department Information Technology Department Management Jeff Stone Founder and Managing Director of Wakabayashi Call Center As the Co-Founder and Advisor to Wakabayashi Fund, LLC, Mr. Stone is responsible for trading the firm s proprietary capital. In addition to managing the Hedge fund / portfolio management, his duties include business valuation, corporate finance and institutional sponsorship. Mr. Stone originates all new investments and negotiates transaction documentation for the firm. Throughout the 90s, Mr. Stone served with Lehman Brothers where he was First Vice President and held a seat on the Chairman s council based on annual production, whereby Stone ranked in the top 25% of the firm. His duties at Lehman were both on the institutional and retail sides of the markets. His responsibilities included portfolio management for institutional and high-net worth individuals. Prior to Lehman Brothers, Mr. Stone served as Senior Vice President with Prudential Securities and was appointed to the Directors Council of the Corporation based on annual production. Mr. Stone received his B.A. in Economics from the University of Texas, Austin. He is fluent in English and currently studying Japanese. Dexter V. Daran Sr. Vice President of IT / Technology Mr. Daran s primary responsibilities are overseeing website marketing and ecommerce development for all clients. Additional responsibility is call center management for our proprietary call center based in Manila, Philippines. Mr. Daran has experience in call center management for many large companies including HSBC. Mr. Daran is fluent in English and Tagalog. Mr. Daran received his B.S. in Business Administration, Dela Salle University / College of Saint Benilde. Michelle Perillo Senior Vice President Business Development / Institutional Sales Ms. Perillo manages operations and provides overall support to the Wakabayashi Fund Team. She is responsible for program launches, competitive positioning and client presentation material coupled with business development and BPO Business Process Outsourcing. Michelle shares the call center management functions as co-leader. Ms. Perillo has a degree Bachelor of Science in Business Administration in Business Management from the Philippine School of Business Administration Batch She is actively involved in numerous organizations and committees in the Philippines. She is fluent in English and Tagalog.

9 Sidney Abuel Senior Vice President Communications Mr. Abuel s primary responsibility is call center and BPO Business Process Outsourcing Management. Mr. Abuel has been instrumental in hiring, training and managing all personnel coupled with business development new client development. Mr. Abuel brings 10 years of deep call center management and marketing experience to the firm. Previous management functions: US Auto Parts Network, Tapolei Inc., Client Logic Philippines, Sykes Asia and Level 1. Mr. Abuel s education is a B.S. Information Technology, AMA Computer College and the College of Arts and Letters, AB General, University of Santo Tomas. About Wakabayashi Fund LLC Wakabayashi Fund LLC., a private equity and consulting firm with offices in Tokyo, Japan and New York, NY, provides corporate capitalization and investor relations consulting services. Wakabayashi Fund may invest on a principal basis and acts in an agency capacity to procure capital for both profitable and emerging small cap companies, identifying institutional funding sources for its clients and further develops the investor relations activities. Corporate development, short term and long term financing, institutionally driven sponsorship, and management consulting services are our areas of expertise. For further information on the company please visit Disclaimer Any data, estimates and opinions expressed herein has been obtained from sources that we believe to be reliable and reflect our judgment. We do not guarantee its accuracy and such information may be incomplete or condensed and subject to change without notice. Neither the information nor any opinion expressed shall be construed as, or constitute to be, an offer to buy or sell securities, or any options futures or other derivatives related to such securities ("related investments"). This is not an investment recommendation. We are biased and not independent in this report. This material is not intended for public consumption, distribution or reproduction. NOTICE OF CONFIDENTIALITY The information contained herein is intended only for the confidential use of the recipient. This document is not to be reported or copied or made available to others. If the reader of this message is not the intended recipient, or person responsible for delivering it to the intended recipient, you are hereby notified that you have received this communication in error, and that any review, dissemination, distribution, or copying of this communication is strictly prohibited. If you receive this in error, please notify the sender immediately by telephone at or [email protected] and destroy this message. To be removed from this distribution or further information, contact Wakabayashi Fund LLC at [email protected] or fax to For Further details / clarifications please contact: Tokyo Office: Mita Minato-ku Tokyo Japan New York Office: 110 Wall Street, 11 th FL New York New York Website: