Synergy Q1 2010

SYNERGY

SHARED SERVICESsynergy with serviceSM

Startek Makati, September 22, 2009- The Shared Services Grand Launch marked the promising start of an organization committed to deliver-ing diverse functions across multiple sites and domains.

The event brought together for the first time, distinct groups of professional and leaders who are responsible for shaping its core principles, as well as its own unique culture.

The Shared Services Newsletter

Good communication between Shared Services and our respective domain leaders will successfully take us into the New Year. Great communication to the rest of the business however will open a plethora of possibilities in our ability to positively affect the StarTek landscape.

This much-awaited news letter is released quarterly as a medium for driving our solutions to our challenges, success stories, initiatives, as well as our people - YOU. (cont. p3)

Shared Services Launch

“We had always been informed that our growth will be explosive and that we should prepare for a lot of changes to come. When we had the launch, I felt all those plans were made more

concrete and official.” -Cristina Corpus, vQA

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11,650 by Pio Feliciano

Jan. 16, 2010 - One of the most unforgettable experiences I had in all the team buildings I had over the last 7 years. Why?!! Not only because I was physically challenged (literally reaching my limitations and exceeding them), my emotional, spiritual and mental capabilities were also tested as well. Normally team buildings are all fun, building relationship, drinking, eating, swimming, going out of town, etc. and only part converged is your ability to bond and be closer with your peers.

My view on this is ironic though highly impressed, as it touches the team’s camaraderie and encouraged us to stick together especially on tough times. It also tested one’s limits on capabilities, the determination to succeed, our ability to think under extreme pressure, our ability to hope when all hope seems to have faded and simply to do things right amidst all obstacles.

To give you an idea how the trek was: at the start you walk in sandy, rocky plains for about a kilometer or two. Then the climb starts on a very steep track, walking probably on a slope that is for the most part at a 10 to 20 degree incline and decline, with spots where it goes approximately up to 30 degrees; just an approximate as I

really never had a chance to climb =). The distance accurately, I really don’t know, but for sure it took me 11, 650 steps with a mix of again, shaky rocks, under very extreme temperature, with limited supply of water and coming from a sleepless work, not to mention the heavy and bulky packs we are carrying. (cont. p3)

The Shared Services Task Force EnthusiasmRewards & Recognition

Launched on the 14th of November 2009, the Shared Services Task Force Enthusiasm (SSTFE) aims to motivate, reward and recognize everyone’s participation and contribution to the entire Shared Services organization, mainly targeting the Top Performers. The SSTFE ended 2009 with exclusive Shared Services items awarded to those who outperformed and exceeded client expectations. Among these items are shirts, mugs, notebooks, pens, jackets and bags.

2010Moreover, the SSTFE strives to exceed everyone’s expectations this 2010, by releasing other items that will benefit you in and outside the office.As we progress, you will witness an incomparable way of being recognized, motivated and rewarded. The SSTFE has plotted tons of activities for the entire year, which includes, but not limited to, the Quarterly Town Hall, Monthly activities and other surprises. So Go Out There, Be On Top and OUTPERFORM!

We welcome your ideas! We’re looking for committee members to join the SSTFE. (Please email Candy [[email protected]] and Ivan [[email protected]] for details.)

Director : Michael VillanuevaOfficer-In-Charge : Russell FranciscoMarketing and Promotions : Jessie NarcisoProgram Writer : Belle VillanuevaLogistics : Beverly JamligCoordinators : Ivan Almazar : Candy Granados

Jan. 16, 2010 - One of the most unforgettable experience I had in all the team buildings I

had over the last 7 years..

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The Synergy team applies great initiative to come up with its substantial contents and materials. Some of the articles you should expect to be appraised of are; “A Message from Rajit”, “Managing Director’s Notes”, “Featured LOB”, “onearth™”, “SSTFE Update” and more!

partnership inclusive of short, medium and long term key result areas in alignment with functional goals and objectives

• Institutionalize a Shared Services professional but fun culture centric on people/client orientation, tangible and timely results, and synergy with service

• Lastly but most importantly… Provide an avenue for partners and stakeholders to get to know each and every one of you through your contribution, initiatives and engagement

• Propagate and continually refine our department strategies to all stakeholders leveraging off the StarTek Shared Services Organizational Mission to ensure the business is regularly informed of our value proposition

• Provide a scheduled quarterly medium for domain leaders and leadership to become more involved in our department through their inputs, compliments and contribution … after all, we are an extension of their business

• Aid in adopting a ‘leading change’ approach outlining the benefits of Shared Services

This is aside from the fact that you see the tour guides who just run and seem that they are having fun, bringing also nothing, literally nothing, not even water for themselves, when myself and all my others teammates were literally reaching our limitations already… cramps everywhere, sweat literally all over our bodies, starving, with gelatin as our only food supply (well I don’t know for others who brought their own packed lunch hehe). The cheer of the mountaineers are our only source of hope, and the unending promise that the summit is just a few steps ahead was our motivation (by the way, I think I heard this 10 times and it still took us an hour to get there. That’s literally what I call false expectations – but it worked). =)

Anyway, after the climb, it was a PARADISE!!! The most beautiful site I have ever seen, the camp site, has trees, sand, grass, the ocean, fresh water and most of all, a well-prepared site for eating, camping and just simply relaxing and comfortably talking about the funny stories during the climb. Tents are ready, barbeques are served: greatest sausages I have ever tasted, marshmallows, cold drinks, baked potatoes and some other good stuff that made the camping unforgettable. It was such a remarkable experience for everyone especially for me.

Going to the point of all this, I have learned a lot of lessons and actually changed my perception towards things, specifically challenges and how to overcome them. It’s a realization that if people work together they would succeed regardless of whatever challenges they face. There are differences with each and every individual, but at the end you are all the same. I have learned that, indeed, the mind is more powerful than the body but you always have to have a heart as it helps you get the courage and strength you need. But the most important of all, I have learned that respect is not gained through title, position nor is imposed by the tasks and SOPs; respect is earned through your actions, words, your good intentions, your visions and what you have for the people you lead and guide. Respect is something that you get through the leadership you give; every single day you live up to your title, that is one of the most important things I have learned in this team building.

Lastly, I have discovered that you always need to have a positive attitude and approach things the right way with a strong heart and determination. Look at things at a more positive and appreciative perspective; that will lead you to success.

“Take Nothing but Pictures. Leave Nothing but Footprints. Kill Nothing but Time”“Live Simply so others may Simply Live”

Shared Services Newsletter, cont.On a quarterly basis, your management team will require your support and inputs to showcase the elements you do best – whether it be in your participation in CSR activities, site or company-related initiatives or education of our current practices. We always look for creative individuals who will aid in driving development, article production and publication. Synergy – our official StarTek Shared Service newsletter will be one of the major catalysts for driving communication centric on achieving (but not limited to) the following:

11,650, cont.

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Take Nothing but Pictures – Leave Nothing but Footprints –

Kill Nothing but Time

Director : Michael VillanuevaEditor-In-Chief : Russell FranciscoJunior Editor : Candy GranadosPublishing Officer : Ivan AlmazarContent Associate : Marianne Lim : Raymond Yulo

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Shared Services Milestones, by Bjorn Manalo

It’s been a good year for Shared Services, things are going the right direction. Initiatives and projects have been progressing. We are working on our “synergy” together with the full support of the different Domain Leaders, and our CFO Dave and CEO Larry. But what really made it a good 2009 for Shared Services?

September 2009. The Shared Services Area in Makati was launched, along with the first phase of Virtual Quality and Data Analytics through the full support of Director of Quality Marta Morris.

October 2009. Michael Villanueva joined as Managing Director of Shared Services, bringing with him the wealth of knowledge and experience he gained managing and directing HSBC’s own Shared Services model.

November 2009. E-Recruiting and Global Benefits went live. E-Recruiting supports recruitment demands for US and Canada sites, with the help of Vice President of Strategic Recruiting Tammy Fornelius. The Global Benefits team manages and facilitates the benefits structure for US 100%, with the support of Director of Compensation and Benefits, Misti Molitoriss.

At long last, I’m home! These are my exact words when we were given a brief tour of our newly-built facility. Yes, I’m talking about the Shared Services Phase II which has been in the works

for a couple of months now. This new facility will house, among others, 157 seats geared towards the anticipated ramp of the Shared Services Virtual Quality team this year.

Phase II, by Joey Nudo

This utter display of emotion is not without any basis. After Product training, your pioneer Virtual Quality Assurance Specialists have been roaming around the corridors of the AT&T GBS floor, using their vacant workstations as our temporary hub. When the GF Shared Services area was finished on October, we were able to move out of the operations floor and utilize the workstations reserved for e-Recruitment. After a week of settling down, three of us were asked to go back to the AT&T Operations area since e-Recruitment needed three of their stations for their ramp. Sadly, yours truly is one of those who needed to be separated from the herd. After almost two months of isolation, we were again accommodated back to our previous stations, with our Leadership team making waves to fit us all in our borrowed spaces.

And then, the New Year brought great news for us. The Shared Services Phase II is now close to its completion and is now ready to welcome its eager occupants. Finally, your VQA team will have a place that we can call our own. As we transfer to our new place, we would like to thank those who gracefully offered their areas to us. Your hospitality epitomizes the great Startek spirit. Now, we have a new set of workstations, a wide floor space and better facilities. A new place where we can hone our expertise, bring about change and promote a rare breed of Quality where excellence is a must.

Finally, a home away from home....

What are your thoughts on the transition of vQA to Phase II?

We’ve come a long way, from sharing space with other accounts, to having our own personal stations. The color looks fresh, and it looks like a comfortable place to work in. We are very excited to move to our new home. -Josephine Bao

I’m excited about the fact that we now have a home of our own, but I know this calls for new challenges and bigger expectations from all of us. The good thing is that I know I’m not alone on this battle, I have

the entire Shared Services Family to make things work for everyone’s benefit. -Emielyn Petate

Our new place will give us more reasons to go to work. -Maritess Macaraeg

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The Shared Services onearth™ CampaignCorporate Sustainability Campaign

Launched on the 5th of November 2009, the Shared Services onearth™ campaign aspires to deliver an exemplary message from the nature and community that each of us is involved in. Having these two important aspects of life combined in one campaign is an exciting, effective and great way to display how we, in the StarTek Shared Services, give back.

After the soft launch in 2009, the onearth™ campaign presented different ways on how we care about the environment from a diminutive way of saving electricity, paper and waste-control, to great activities all lined up and planned for 2010. So buckle up and watch out for your turn to save the environment and reach out to the community. After all, we only have onearth™!

Shared Services Milestones, cont.December 2009. Global Service Desk and Virtual Resource Center to Shared Services were seamlessly transitioned. Making this possible were Domain Leaders Marc Marrs, Director of IT Support Services, and Rob Munger, Director of Resource Planning. This was also the month Global Benefits commenced support to StarTek Canada sites 100%.

Now a few days into 2010, the following are the milestones of each and every Shared Services Department:

Data Analytics Commenced the standardization of the Quality Assurance reports across sites Completed the analysis of contracts for penalties and bonuses for year 2009

E-Recruiting Successful ramp of the team in Makati in terms of turn-over (training, set-up including infrastructure and manpower) and introduction of 1-800 number, Operations Performance Reviews and opening a Call Center environment set-up. Successful transition (100%) Canadian sites from Greeley to Makati in December and (60%) all Enterprise wide in January– having minimal to no impact in recruitment deadlines having a successful fill-rate still

Global Benefits System 94% completion of Open Enrollment of dependents for US and Canada Sites

Global Service Desk Successful launch of the Support Infrastructure to the @HOME Initiative, including job aids and the @HOME lab Successful launch of managing the communication of Information Technology changes and upgrades through the IT Advisory email

Virtual Resource Center Established the SLA document in relationship with Greeley counterparts and their domain

Virtual Quality Greeley Technical Support Quality Assurance December End Of Month Client Variance: 0.68% - goal 2.50% Greeley Technical Support Quality Assurance January Month to Date Client Variance: estimate at 0.48%

We have a good start to the year 2010, we have some exciting projects and initiatives in the pipeline and we would like to thank you for your continued support in our business, truly we are slowly but surely getting to our “synergy with service”.

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Director : Michael VillanuevaOfficer-In-Charge : Russell FranciscoMarketing and Promotions : OpenLogistics : OpenCoordinators : Open

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SLA Contract Signing

by Meredith Wolf

Throughout the month of December, the Shared Services organization and each Domain Leader worked diligently to finalize a comprehensive Service Level Agreement. The SLAs are an integral component of our partnerships. They outline the expectations from both parties, and guide the Shared Services management towards meeting their client’s goals. It was important for us to commemorate the official partnership kick-off by capturing the “signature celebrations” on camera! As you can see, some of the Domain Leaders had fun with these photos, too!!

QUESTIONMARK

In each issue, StarTek Shared Services Management will answer questions submitted by our clients in order to provide greater clarity and transparency into the organization’s policies and procedures. Please submit questions to [email protected]

This edition’s questions:

What is the breakdown of the monthly billings sent to the domains? What comprises the full price?

StarTek has made an investment in its Shared Services’ group, and we are excited for the opportunity to provide the business with both short and long-term returns on that investment. StarTek immediately realizes the cost advantages from transitioning certain functions previously performed onshore – or with an external vendor - to a lower cost market with a high quality output. The transition of these functions also frees up employees and production workstations onshore, allowing each site an opportunity to increase revenue. Together, the Domains and Shared Services’ group will build synergistic relationships and identify further operational efficiencies. Ultimately, these services will be offered to external clients and revenue generated through Business Process Outsourcing (BPO).

What is the estimated ROI for Startek as we further implement the shared services initiative?

We’ve come a long way, from sharing space with other accounts, to having our own personal stations. The color looks fresh, and it looks like a comfortable place to work in. We are very excited to move to our new home.

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Marc Marrs, IT Director - SLA(ve) Contract Signing

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eRecruiting Capitalizes on Online Learning

with discussions initiated by Rajit Kabadi, Director of Shared Services, the eRecruitment team leveraged on the Leadership Development team’s e-learning creation capabilities to use a different approach in their new hire training program.

Janice Hansen of Leadership Development leads the project and data collection with the help of subject matter experts (SMEs). Janice observed the eRecruitment team’s day-to-day operations, shadowed Candidate Screening Specialists, asked questions and feedback with the help of John Hayes and Corrie Sapien in Greeley, Colorado. Information on the Makati training was provided by Tammy Fornelius. Joyce Penalosa in Makati, Danielle Hancock and Dominique Chabot-Payment in Canada played key roles in providing information for recruiting rules and regulations. Carlos “Pio” Feliciano provided information on using the SonicRecruit Applicant Tracking System. She also worked with Ryan Aldaba and the Makati Marketing team in creating design elements. The SMEs, primarily Tammy Fornelius, and members of the Leaderhip Development team, headed by Sonja Leigh, reviewed the content. The development into online modules was done through the joint efforts of Janice, Jessie Narciso and Ivan Almazar. LMS administration support is provided by Belle Villanueva.

While there were challenges in coordinating approval meetings with domain leads, project milestones spell the imminent success of the project. Meetings with key players were conducted, design elements and content were approved, module creation went underway and key players were granted access for course testing.

The result is an e-Recruitment new hire training program that is engaging and completely self-paced. The 7 modules of rich content are delivered to its audience in a user-friendly, online environment that is easy to access and complete by its adult learners. Instructor-led classroom time is decreased, eliminating the need to travel to and from the Makati site for training. Knowledge checks are also provided to test the learner’s grasp of the content.

The benefit is not to the target learners alone. Janice shares how this opportunity broadened her skills and increased her knowledge of recruiting processes, and allowed her to work with a very important team at Startek. She now knows that she’s found a company that truly cares about their employees, clients and communities, and finds it a privilege to work here. In the future, the eRecruiting team will be able to partner with the Leadership Development team to enhance the current training or to add additional tools to the eRecruiting toolbox. This project demonstrated how synergy between different teams can result into endeavors that will bring Startek to new heights.

Managing Director’s Notes, by Michael Villanueva

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A Message from Rajit

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Meet the Managers

Broz MurdochHaving the right resources is helpful; knowing how to use them is another matter. This is what Broz Murdoch, Startek’s Resource Planning Manager, brings to the table. Broz’s team analyses staffing demands and optimizes scheduling to ensure that Startek hits service agreements of its logos. He brings with him about 7 years of call center experience, most of which were spent in workforce management. Broz is a new father and a sports enthusiast. If he were not working in a corporate setting, Broz would probably be in the food industry.

Eloise AutorCompensation is a fundamental factor in how an employee values a company. Startek ensures that its employees worldwide have a steady support in understanding compensation and benefit matters through the guidance of Global Benefits Manager, Eloise Autor. Some companies that have gained from her over 10 years of experience in this field are Environments Global and IBM Business Services. In Startek, she manages the Global Benefits Customer Service operations which provides benefits administration services to StarTek Sites worldwide. Eloise is also a fan of books and social networking games, Farmville and Café World being among her favorites. If not working in a corporate environment, she would be a full-time publisher of VR Style, an online magazine she manages in Second Life.

Chris CostalesSkillful analysis of data can uncover a wealth of information. It’s a good

thing Startek has Cristopher John Costales, Shared Services Analytics Manager. Chris’s practice comes from 6 years of experience in the fields of quality assurance, research and consultancy with different outsourcing vendors, handling multiple verticals. In Startek, his team identifies quality trends and process improvement through the use of reporting and quantitative analysis. Outside of work, Chris’s enthusiasm for numbers still doesn’t falter – he seeks to define the final digit of Pi (π); his open-mindedness will not allow him to believe it is truly an irrational number. If not working in a corporate setting, he would like to be part of the Peace Corps.

Synergy Q1 2010

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Transcript of Synergy Q1 2010