SVM171/B1

Pontioso, Rino R.
Cabang, Lyndon S.
Sanchez, Patrick Lawrence
G.

SVM171

Company: VXI Global Solutions

Location:

3rd Floor Waltermart Building

1008A Edsa-Munoz
Quezon City 1105
o

Account Handled: Comcast

Corporation

Company Profile
VXI Global Solutions, formerly Multi-Cultural
Marketing, was initially created as an
integrated customer contact center in 1998.
VXI rapidly grew its vertical market
expertise and language capabilities,
specializing in call center and BPO services,
multilingual support, software development,
quality assurance testing, and infrastructure
outsourcing.

Company Profile
One

of the top 50 telemarketing

companies in the USA
Expanded through branches in China,
Philippines, and Mexico.

VXI Global Solutions

VXI

Mission:
Together with their partners VXI design,
build, implement and support innovative
customer engagement platforms by
seamlessly integrating customer insights
utilizing its robust technology and world
class business services.

VXI Global Solutions

Values:

*Excellence
*Agility
*Teamwork
*Integrity
*Inventiveness

Process Outsourced
VXI

Waltermart is in charge for providing

communication between a customer and a
company.
The company is to answer a customers
inquiries, feedbacks, and problems regarding
an account handled.
VXI is also responsible in communicating
with the company a customers problem
about the service, how to troubleshoot it and
how it can be solved.

Process Outsourced
VXI

Global Solutions (Waltermart

Branch) Account handled: Comcast
Corporation

Comcast Corporation

Swim Lanes

Service Level Agreement and

Scope of Work

The Service Level Agreement between Comcast

and VXI:
The account is locked in for a period; 2 months
or 3 months
Comcast will locked in a contract depends on the
capacity of VXI in handling inbound calls.
Locked in
Period

Heads
Required

Absenteeism

2 months

650

Up to 5%
acceptable / day

3 months

750

Up to 5%
acceptable / day

Scope of Work
VXI

scope of work is to give technical

support to the customer of Comcast.
Internet
Phone

HR Problems
Absenteeism

of employees
Attrition Rate by 27% / month

HR Problems

HR Problems

HR Problems
Constant

Resignations of employees
Training of newly Hired Employees
Causes Delay

HR Problems
We

were also informed that a 3rd party business

service known as E-clerk checks or monitors the
inbound calls in the United States transferred
here in the Philippines and then reports to
Comcast if the SLA has been fulfilled.
If VXI hasnt met Comcasts SLA, they will be
fined $1m. This scenario causes VXI to
implement overtime in the job for the employees
which equates to: double pay/hr + yung basic
pay per day. Example 600/day(8hrs shift)
salary + Overtime pay (150/hr + 600+600).

VXI Waltermart Retention

Strategy
Total Rewards and Benefits:
Above Average Salary
P4P (Pay for Performance)
Agents can receive a salary of Php 18,00024,000. Operation Managers and Department
Heads can have a salary of Php 30,000-40,000
depending on the performance of their handled
team.
Healthcare (Maximum of 5 dependents)
Vaccine Programs

P4P (monthly
performance)
Must comply with the following:
AHT - call handling time should be below 650
seconds; 10mins call average / month
TSR at least 2% sales
2% sales in TSR = 1 sale per week. Sales divided by
number of calls to get the tsr percentage.
Attendance is a must. Failure to comply will not be
qualified in getting the P4P.
Attendance should be 95%. 1 absent with medical
certificate and no late are the allowance.
VOC Voice of the Customer (Rated)

VXI Waltermart Retention

Strategy
Compensation:
Agents/ Account Associates are to be compensated with the amount
of Php 20,000-25,000
SME/ Junior Supervisor/ Assistant Supervisor are to be
compensated with the amount of Php 24,000-28,000
Team Leader/ Supervisor are to be compensated with the amount of
Php 35,000-45,000
Operations Managers are to be compensated with the amount of Php
70,000- 80,000
Associate Directors are to be compensated with the amount of Php
120,000 or more
Site Directors are to be compensated with the amount of Php 180,000
or more
Vice President of Operations/ VP for Operations are to be
compensated with the amount of Php 250,000 or more

VXI Waltermart Retention

Strategy
Fringe Benefits
Fringe benefits are benefits provided by an
employer to an employee, independent
contractor or partner, some of which are
tax-exempt when certain conditions are
met. Recipients of taxable fringe benefits
have to include thefair market valueof the
benefit in their taxable income for the year.

VXI Waltermart Retention

Strategy (Fringe Benefits)
Healthcare
All employees upon confinement will be provided a private room
in any hospital they choose
Annual agents budget per annual sickness is Php 250,000
Team Leaders and Operations Managers budget per annual
sickness is Php 350,000.
Team Leaders and Operations Managers also has the benefit to
choose a higher standard of room/s in their respective hospitals.
Basically, EVERYTHING is covered except for non-related sickness
consultation

Scholarship Grants
Not applicable or NONE

Recommendations
Scholarship

Grant for Employees

kids/siblings or working-student
Employees and an opportunity to study
for a masters degree or higher for a
single Employee.
Retirement Plans
Financial Advising
Seminars/Training or Re-training