Documente Academic
Documente Profesional
Documente Cultură
Submitted by:
SVM171/C1
Business Process Outsourcing
1st Quarter SY 2015 2016
The bank's primary businesses include deposit, credit, trust and investment
services. Through its various subsidiaries, the company provides mortgage
banking, asset management, securities brokerage, and capital market services.
Subject to the terms and conditions of this Agreement, SUNTRUST BANK hereby
retains TELEPHILIPPINES to provide the Customer support and telemarketing
services set
forth below (collectively, the "Services"), and TELEPHILIPPINES hereby accepts
such
engagement.
PRIVATE/PROPRIETARY
------------------CONTAINS PRIVATE AND/OR PROPRIETARY INFORMATION. MAY NOT BE
USED OR
DISCLOSED OUTSIDE SUNTRUST BANK INC AND TELEPHILIPPINES
INC(TELEPERFORMANCE),
INCORPORATED EXCEPT PURSUANT TO A WRITTEN AGREEMENT
<PAGE>
and made a part hereof (the "Inbound Telemarketing Services" and, together
with
the
Inbound
Teleservices
and
any
other
services
provided
by
TELEPHILIPPINES
pursuant to paragraphs (c) and (d) of this Section 1.1, being collectively
referred to herein as the "Services").
1.1.2.
and
reports related to Services created by the TELEPHILIPPINES telephone system.
The
initial list of reports are set forth on SCHEDULE C annexed hereto and made a
part hereof. Additional reports, as agreed to by the parties, shall be provided
by TELEPHILIPPINES during the Term and shall be deemed included on
SCHEDULE C annexed
hereto effective as of the date agreed to by TELEPHILIPPINES and SUNTRUST.
Report
topics may include performance, users, applications and lost Contacts (as
hereinafter defined), among others.
TELEPHILIPPINES will provide the Services for all bank related transcations and
services offered by TELEPHILIPPINES through the Site and the Toll-Free Number
(collectively, the "Products"), and any other products related thereto as
designated from time to time by
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PRIVATE/PROPRIETARY
------------------CONTAINS PRIVATE AND/OR PROPRIETARY INFORMATION. MAY NOT BE
USED OR
DISCLOSED OUTSIDE SUNTRUST BANK INC AND TELEPHILIPPINES
INC(TELEPERFORMANCE),
INCORPORATED EXCEPT PURSUANT TO A WRITTEN AGREEMENT
<PAGE>
SUNTRUST (the "Related Products"). All terms and conditions herein apply to
the Products and the Related Products. If Related Products (other than any
usual and customary updates, upgrades, new versions, extensions or
evolutionary developments to the Products as would typically be expected to
occur in products and services such as the Products) are introduced during the
(or
materially
different
and
more
expensive)
resources
from
TELEPHILIPPINES in
order for TELEPHILIPPINES to provide quality Services meeting the performance
metrics
set forth in this Agreement.
-3-
PRIVATE/PROPRIETARY
------------------CONTAINS PRIVATE AND/OR PROPRIETARY INFORMATION. MAY NOT BE
USED OR
DISCLOSED OUTSIDE SUNTRUST BANK INC. AND TELEPHILIPPINES
INC.(TELEPERFORMANCE),
INCORPORATED EXCEPT PURSUANT TO A WRITTEN AGREEMENT
<PAGE>
ARTICLE 2.
SERVICE LEVELS
ACTUAL HANDLING TIME: Shall mean (i) in the case of an Inbound Call (as
hereinafter defined) by a CSR or an outbound Customer callback, the
time that is measured from when the call is physically answered by the
CSR or the SUNTRUST Customer respectively until the call is physically
terminated; and any additional wrap up work performed related to such
call prior to becoming physically available to receive the next Inbound
Call or to make the next Customer callback, and (ii) in the case of an
Automated Call (as hereinafter defined), the time that is measured from
when the caller enters the Teleperformance Voice Response Unit (VRU) until
such caller leaves the VRU.
10
MAXIMUM HOLD TIME: Shall be measured from the time an Inbound Call is
placed in a call group queue, prior to being physically delivered and
answered by a CSR or an automated voice response unit (a "VRU").
SCHEDULE E annexed hereto and made a part hereof sets forth the
performance requirements of TELEPHILIPPINES applicable to its handling of
Inbound
Calls, Contacts and the Actual Handling Time for Inbound Calls for all Services.
-4-
PRIVATE/PROPRIETARY
------------------CONTAINS PRIVATE AND/OR PROPRIETARY INFORMATION. MAY NOT BE
USED OR
DISCLOSED OUTSIDE SUNTRUST BANK INC.AND TELEPHILIPPINES INC,
INCORPORATED EXCEPT PURSUANT TO A WRITTEN AGREEMENT
<PAGE>
SECTION 2.3.
ESCALATION PROCEDURE
11
12
ARTICLE 3.
SUNTRUST TOOLS, TELECOMMUNICATIONS AND TRAINING
-5-
PRIVATE/PROPRIETARY
-------------------
13
<PAGE>
number of copies (and only such number of copies) of such materials as are
necessary for it to provide Services hereunder.
costs
associated
with
routing
Inbound
Calls
to
the
Facility.
TELEPHILIPPINES is
responsible for properly equipping the Facility with the necessary hardware to
receive and handle Contacts as required by this Agreement.
14
documentation for all aspects of the Products which are unique or specific to
SUNTRUST's services and all updates, upgrades and revisions thereto required
to
provide the Services will be provided to TELEPHILIPPINES by SUNTRUST at no
charge to
TELEPHILIPPINES. TELEPHILIPPINES agrees to use said documentation for
Service purposes only.
TELEPHILIPPINES agrees to use all training materials for training and support
purposes
for the Services only. TELEPHILIPPINES agrees to provide standard
TELEPHILIPPINES support
training to its employees at the Facility, which shall include (at a minimum)
training on the standard types of underlying hardware, operating system and
application (e.g., browser) software required or typically used in conjunction
with the Products. SUNTRUST shall have the right to review and approve the
level of proficiency to which the CSRs are to be trained by TELEPHILIPPINES to
facilitate the performance of quality Services, which approval shall not be
unreasonably withheld. Except in an emergency and upon consultation with
SUNTRUST, TELEPHILIPPINES shall not assign CSRs to provide Services
hereunder unless
they have received adequate training as approved by SUNTRUST and otherwise
meet
the requirements applicable to CSR's as set forth on SCHEDULES A and B
annexed
hereto.
ARTICLE 4.
FEES
15
TELEPHILIPPINES agrees to perform the Services for the fees set forth on
SCHEDULE E annexed hereto and made a part hereof. Except as provided in
Section
5.1 of this Agreement, such fees cannot be modified by TELEPHILIPPINES.
-6-
PRIVATE/PROPRIETARY
------------------CONTAINS PRIVATE AND/OR PROPRIETARY INFORMATION. MAY NOT BE
USED OR
DISCLOSED OUTSIDE SUNTRUST BANK INC AND TELEPHILIPPINES INC,
INCORPORATED EXCEPT PURSUANT TO A WRITTEN AGREEMENT
<PAGE>
its
Services.
Such
books
and
records
shall
be
maintained
by
TELEPHILIPPINES for a
period of three (3) years after termination or expiration of this Agreement.
Upon reasonable notice of not less than thirty (30) days, SUNTRUST shall have
the right, for each twelve (12) month period during the Term, to inspect and
16
audit such books of account and records to verify the accuracy of the
information contained in any invoice or the amount of fees for Services paid to
all TELEPHILIPPINES hereunder. The parties agree that any dispute as to the
fees paid
to or charged by TELEPHILIPPINES for the Services that can not be resolved by
the
parties shall be settled by arbitration as provided in Section 7.11 of this
Agreement.
-7-
PRIVATE/PROPRIETARY
------------------CONTAINS PRIVATE AND/OR PROPRIETARY INFORMATION. MAY NOT BE
USED OR
DISCLOSED OUTSIDE SUNTRUST BANK INC AND TELEPHILIPPINES INC,
INCORPORATED EXCEPT PURSUANT TO A WRITTEN AGREEMENT
<PAGE>
ARTICLE 5.
TERM OF AGREEMENT
The initial term of this Agreement shall commence on the date hereof
and shall continue for a period of one (1) year from the Telemarketing Launch
Date (the "Initial Term"). This Agreement shall automatically be extended for
17
successive one (1) year terms (each a "Renewal Term") unless either party gives
the other written notice of its intention not to extend this Agreement at least
ninety (90) days prior to the end of the then current term, or unless terminated
as provided elsewhere herein (the Initial Term, together with each Renewal Term,
if any, being collectively referred to herein as the "Term"). Any time after
expiration of the Initial Term, TELEPHILIPPINES may change the prices and terms
on
which Services will be provided by providing at least one hundred twenty (120)
days prior written notice to SUNTRUST BANK INC (the "Fee Notice Period").
SUNTRUST
shall have the right, in its sole discretion, to reject such changes and, in
such case, this Agreement shall automatically terminate without penalty to
either party upon expiration of the Fee Notice Period.
SECTION 5.2.
PERFORMANCE
18
5.2.2.
cannot
be resolved by negotiation between the parties shall be referred to binding
arbitration by TELEPHILIPPINES as provided in Section 7.11 of this Agreement,
and
TELEPHILIPPINES shall not be entitled to terminate this Agreement or suspend,
in whole
or in part, the performance of its obligations hereunder on account of any such
breach pending outcome of the arbitration.
-8-
PRIVATE/PROPRIETARY
------------------CONTAINS PRIVATE AND/OR PROPRIETARY INFORMATION. MAY NOT BE
USED OR
DISCLOSED OUTSIDE SUNTRUST BANK INC. AND TELEPHILIPPINES INC,
INCORPORATED EXCEPT PURSUANT TO A WRITTEN AGREEMENT
<PAGE>
19
SUNTRUST may terminate this Agreement at any time during the Initial
Term and any Renewal Term without cause upon at least ninety (90) days written
notice to TELEPHILIPPINES. In such event, SUNTRUST shall pay an early
termination fee
to TELEPHILIPPINES to compensate TELEPHILIPPINES for all costs and
expenses actually and
reasonably incurred by TELEPHILIPPINES for personnel and equipment engaged
in providing
Services to SUNTRUST at the time of termination until such resources are either
discharged or re-deployed by TELEPHILIPPINES to provide services for other
parties (but
in any event for a period not to exceed sixty (60) days after termination).
TELEPHILIPPINES will promptly and in good faith attempt to re-deploy such
resources as
soon after termination as possible so as to reduce the amount of such early
termination fee payable by SUNTRUST to the extent reasonably possible. In no
event shall the total amount of such termination fee exceed the amount billed to
SUNTRUST for the Services (excluding any Related Services) provided in the
month immediately preceding the giving of the notice of termination by
SUNTRUST.
ARTICLE 6.
INDEMNITY; LIABILITY AND DISCLAIMERS; INSURANCE
20
-9-
21
PRIVATE/PROPRIETARY
------------------CONTAINS PRIVATE AND/OR PROPRIETARY INFORMATION. MAY NOT BE
USED OR
DISCLOSED OUTSIDE SUNTRUST BANK INC AND TELEPHILIPPINES INC,
INCORPORATED EXCEPT PURSUANT TO A WRITTEN AGREEMENT
<PAGE>
22
other personnel, harmless from and against, any claim based upon
TELEPHILIPPINES 's
conduct, if such infringement, cause of action or other damage would have been
avoided but for that conduct.
-10-
PRIVATE/PROPRIETARY
------------------CONTAINS PRIVATE AND/OR PROPRIETARY INFORMATION. MAY NOT BE
USED OR
DISCLOSED OUTSIDE SUNTRUST BANK INC AND TELEPHILIPPINES INC,
INCORPORATED EXCEPT PURSUANT TO A WRITTEN AGREEMENT
<PAGE>
copies of certificates of such insurance from time to time during the Term
upon request by SUNTRUST.
23
ARTICLE 7.
GENERAL PROVISIONS
24
-11-
PRIVATE/PROPRIETARY
------------------CONTAINS PRIVATE AND/OR PROPRIETARY INFORMATION. MAY NOT BE
USED OR
DISCLOSED OUTSIDE SUNTRUST BANK INC AND TELEPHILIPPINES INC,
INCORPORATED EXCEPT PURSUANT TO A WRITTEN AGREEMENT
<PAGE>
25
7.1.6. TELEPHILIPPINES and SUNTRUST agree that the terms of this Section
7.1 are reasonable and necessary to protect their respective business
interests and that the other party would suffer irreparable harm from a breach
of this Section 7.1. Thus, in addition to any other rights or remedies, all of
which shall be deemed cumulative, TELEPHILIPPINES and SUNTRUST and/or
their
respective affiliates, as applicable, shall be entitled to obtain injunctive
relief to enforce the terms of this Section 7.1.
26
-12-
PRIVATE/PROPRIETARY
------------------CONTAINS PRIVATE AND/OR PROPRIETARY INFORMATION. MAY NOT BE
USED OR
DISCLOSED OUTSIDE SUNTRUST BANK INC AND TELEPHILIPPINES INC.,
INCORPORATED EXCEPT PURSUANT TO A WRITTEN AGREEMENT
<PAGE>
Product. To the extent such Work Product qualifies as a "work made for hire",
27
it
shall
be
deemed
to
be
such.
Notwithstanding
the
foregoing,
(i)
TELEPHILIPPINES
retains for itself a perpetual, nonexclusive, royalty-free, unrestricted right
and license to any structure, architectures, ideas and concepts subsisting in
such Work Product, and (ii) TELEPHILIPPINES shall be free to independently
develop
software and other works similar to any works developed by the performance of
the Services under this Agreement, whether by other employees of
TELEPHILIPPINES, in
collaboration with third parties, or for other customers.
28
unenforceable.
-13-
PRIVATE/PROPRIETARY
------------------CONTAINS PRIVATE AND/OR PROPRIETARY INFORMATION. MAY NOT BE
USED OR
DISCLOSED
OUTSIDE
SUNTRUST
BANK
INC
AND
CALLTECH
TELEPHILIPPINES INC,
INCORPORATED EXCEPT PURSUANT TO A WRITTEN AGREEMENT
<PAGE>
29
This Agreement shall not be assigned by either party without the prior
written consent of the other party, which shall not be unreasonably withheld or
delayed, except that SUNTRUST may assign this Agreement or any of its rights
and responsibilities hereunder, in whole or in part, to any affiliate or any
entity which acquires all or substantially all of the assets or operations of
its Internet-related services business dealing with the Products, with notice to
but without the consent of TELEPHILIPPINES. Any such attempted assignment
lacking
consent where required shall be null and void.
30
Service Process
Customer Calls
Do you have
follow up
request?
YES
Customer Inquiry
Perform the desired
transactions of
customer
Transaction? Or
Assistance?
Transaction
Collect Information
NO
END CALL
Assistance
Identify Problem
YES
Resolve Issue
NO
31
Swimlanes
Title
Customer
Phase
Customer Calls
NO
Do you have
follow up
request?
YES
Answer Call
Transaction or
Assistance
Collect Information
Assistance
Identify Problem
YES
Resolve Issue
Is the issue
resolved?
NO
Transactions
END CALL
Handle issue
NO
YES
Unsure?
NO
RESOLVE ISSUE
YES
Message
Received
Tell customer
32
Problem Statement
Teleperformance employees were reported to commit fraudulent activities.
Pareto Chart
12
120%
10
100%
80%
60%
40%
20%
0%
Fraudulent
activities
Absentism
Employee
turnover
Poor FCRs
Poor Integration
Objectives
33
Analysis
Why-Why Diagram
Work issues
Poor security
Employees
commit
Fraudulent
activties
No work ethics
Personal issues
Limited benefits
One of the most important questions in quality is Why? From Kaoru Ishikawas
early usage of cause-effect diagrams in the early 1940s and Toyotas use of
Five Whys in the early 1950s as they developed their famous Toyota Production
System, the drive to find root causes of problems has been the secret of many
quality success stories.
It allows a group of people to share the mental model of the situation and
or add to it at any time. This supports the non-linear way in which we tend to
think.
It allows you to consciously not to follow some paths, digging only into the
34
How-How Diagram
Secure office
environment
Reduce
Fraudulent
activities
Assign work
staion to only
one member
use of PIN codes
Better benefits
Motivate
employees
Employee
bonuses
Once you have discovered why a problem occurs, the matching question that is
asked next is How? Given the cause of a problem, the requirement then is to
find a solution which will permanently fix the cause (just as there are root causes,
there are similar critical solutions which properly fix the problem rather than
applying a temporary bandage).
It allows a group of people to share the mental model of the situation and
35
or add to it at any time. This supports the non-linear way in which we tend to
think.
It allows you to consciously not to follow some paths, digging only into the
Conclusion
According to our why-why diagram the root causes of employee committing
fraudulent activities are poor security, no work ethics and limited benefits.
Teleperformance has a policy of prohibiting their employees on bringing any
materials that can be used to store information. The fraudulent activities reported
are the employees keeping confidential information of the customer. An Internet
fraud is the use of Internet services or software with Internet access to defraud
victims or to otherwise take advantage of them; for example, by stealing personal
information, which can even lead to identity theft. A very common form of Internet
fraud is the distribution of rogue security software. Internet services can be used
to present fraudulent solicitations to prospective victims, to conduct fraudulent
transactions, or to transmit the proceeds of fraud to financial institutions or to
others connected with the scheme. The security of teleperformance do not follow
or remind the employees of the policy leading to employees to keep or use
confidential information
There Negative work ethics may be the behavior of a single individual or something
more systematic. The most obvious sign of a negative work ethic is a lack of
productivity. Procrastination is at the top of the list of bad work habits; an employee
who rushes through assignments or waits until the last minute to complete them
often turns in lower quality work, as well as running the risk of missing a deadline.
Furthermore, lack of productivity costs the company time and money: essentially
paying the employee for doing nothing. While breaks in the workday and brief
36
relaxers are necessary for a productive employee, a lax employee can't tell the
difference between taking a break and wasting time.
Some employees are lacking the drive to follow/implement the policy leading them
to commit serious crimes and cost the company valuable clients and money gained
through the completion of the account.
The limited benefits in teleperformance, the management does not give everyone
benefits/incentives. Favoritism is what the management is using in giving out
incentives. Although its not widely known, employees that do not get incentives
feel they are being cheated in their work. Causing them to lash out and commit
fraudulent activities.
Recommendation
The company should implement an I.D system, the employee will only need to tap
his/her I.D into a machine that will show their basic information including their
name, age and date of birth. With this new system, the management can monitor
their employees and help catch anyone who is trying to keep or steal confidential
information.
Assigning work stations to individual team members can help in minimizing the
committing of fraudulent activities. The management can also monitor the
individuals assigned to one work station and can find out if the employee is stealing
and using customer information.
Using PIN codes on an individuals computer can stop other employees from using
the computer and accessing the information within. When the wrong PIN code has
been entered, it will trigger a response in the management that someone is using
anothers computer/work station.
Teleperformance must also implement a reward system. When a team member
can finish can complete his/her quota per week and that member will be rewarded,
37
either with incentives or benefits that can help their stay in the company. By doing
this the company can keep their employees satisfied and properly motivated, which
will help Teleperformance minimize or eliminate the problem of its employees
committing fraudulent acts.