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SPARTech – a global business process outsourcing company SPARTech is a business process outsourcing company. Deep industry and business process knowledge, a partnership approach, comprehensive service offerings enables us to deliver business value to the world's leading companies. SPARTech is passionate about building a market leading company valued by our clients, employees and communities. "We commit to providing solutions conforming to international standards, through constant advancement of technologies and processes, in order to ensure consistent quality for our customers." Quality ensuring reliability and customer satisfaction. Quality is second nature at SPARTech. The aspects of high quality permeate all our staffs. We offer customer care with emphasis on relationships, expertise, and cost control to ensure that our customers will get exceptional customer care and enjoy quality assistance. SPARTech work closely with all our clients throughout the campaign to ensure that your objectives and standards are met. 1) Unbeatable Quality Service: Quality customer experience is our goal. 2) Tailoring to Your Specifications: SPARTech, tailors your accounts to your specifications; meaning you indicate how our agents will direct your callers and we make sure all calls meet your specific guidelines and protocols. 3) 24 Hour Availability: The internet does business around the clock, and so should you. Maximizing the potential of every contact at all times is very important. 24/7 availability provides you the advantage over other businesses. Corporate Overview As a business process outsourcing company, Through our delivery network and a comprehensive service offering, we deliver business value to our clients by combining operational excellence and deep domain - industry and functional - knowledge. Our biggest differentiator is our approach. We understand that working the way our clients work is key to outsourcing success. Clients elect to partner with us quite simply because our management practices, systems and processes are geared to a simple fact - outsourcing succeeds when the provider works hand in glove with the client, bringing new processes and systems, new performance enhancing techniques and skills, fundamentally solving business problems and moving the dial together, and not imposing their culture. Flexibility is the cornerstone of our success. Not all organizations seek to implement radical change. We engage with equal passion with clients seeking to implement a “trial and learn” model, one process at a time, and with those aiming to transform multiple processes or complete functions at once. Delivering the entire spectrum of business processes – from shared back office processes to industry-specific front and middle office processes, all the way to complex, actionable research and analytics, SPARTech changes the game for its clients Clients expect their providers to have a deep level of industry and process intimacy. So whether you seek to outsource shared back office processes, such as finance and accounting, procurement, human resources administration, customer care and research and analytics or industry specific processes, we ensure we bring our deep industry knowledge to ensure your outsourcing succeeds Through our network , we seamlessly bring together the right talent, tools, methodologies and assets to deliver the right solutions for you with a strong measurable ROI. Our relentless focus on quality has been acknowledged independently by the industry. With certified quality professionals embedded in client engagements, we ensure that continuous improvement is built into our processes rather than managed as a one-off project Mission and Values SPARTech’ mission is to strengthen the operating performance and reputation of our clients by managing and operating their business processes. To achieve this objective, we leverage our extensive domain expertise in targeted industry segments; attract, develop and manage outstanding talent, and continue to expand our operational footprint to meet our customers' needs. We capitalize on our strengths by embracing the following values: Respect our commitments we always keep promises – big or small. We work tirelessly to proactively address exceptional circumstances when we face challenges in keeping our commitments Treat everyone as equals and value differences we are passionate about encouraging diversity and equal opportunity at SPARTech. We treat every person with respect and value his or her ideas and thoughts. We view constructive differences in opinion as learning opportunities and make decisions rationally Developing expertise and apply it to uniquely benefit our customers we value industry and functional expertise and recognize that our clients look to us to provide the best solutions. We make the investments needed to help our associates build and apply the expertise required. Identify leaders and help them realize their potential We recognize that our associate leaders drive our success. We identify talent leaders and give them the tools and an energizing environment they need to succeed individually and collectively. Predict ideas and trends, not just follow them our success depends on our ability to innovate and outdo the competition. We think deeply about the new trends that impact our business and are not shy about developing new ideas and taking calculated risks to succeed in a rapidly changing environment. Being an early mover and anticipating trends are the keys to our success. Stay passionate about succeeding and celebrate each other's success we believe that our successes create new opportunities which we must pursue relentlessly. We do not rest on our laurels. By celebrating achievements big and small and appreciating each other’s contributions we all enjoy the journey to success Recognize and fulfill our responsibilities to the communities around us we are sensitive to the needs of the communities around us. We constantly look for ways to help them overcome challenges. Our contribution is an important corporate and individual priority. Services: SPARTech offers: In today's business society, more and more companies are moving toward business process outsourcing (BPO) to reduce their over head / operating cost. The practice of outsourcing to specialist like us has been around for years. Partnering with SPARTech allows you the ability to take advantage of such incentives through our hard working, dedicated, and highly skilled team of professionals. Our state-of-the-art technology will help generate measurable results for both our clients and their customer efficiently and effectively. Inbound Call Center - Customer Care: Whether you need a 24x7 contact center for product support, technical support or just for appointment setting, customer feedback, and sales during peak hours, we will be there. Our skilled agents handle calls with the care and discretion your customers deserve. Our call center becomes a virtual extension of your office and your customers' needs are addressed with top priority. Outbound Call Center Services: SPARTech partners up with companies to provide outbound marketing such as; lead generations and telesales. All our agents have at least 2 years of call center and sales experience. Virtual Office: SPARTech virtual office services give you reliable calling services and administrative support at a fraction of the cost of retaining on-site personnel. Imagine having the same professional level of phone support whether you're behind your desk, at home, on your cell phone or halfway around the world. Here at SPARTech, our goal is to keep you in touch with your office as much or as little as you want throughout the business day. When calls come in for you, we greet your callers and answer your calls in your business name just like you'd expect from your receptionist. With a virtual assistant on call, your office never closes. IT / Help Desk Services: Companies want IT / help desk services to be a seamless extension of their corporate IT support organization. Client access to the help desk, network management, database management, application development, and application support should be consistent regardless of whether IT problems are resolved via in-house resources or through an outsourced service. Worldwide Integrated Services IT / Help Desk Services are designed to address all these issues. Our IT / Help Desk services are an integrated extension to your daily operations including a dedicated phone number with a customer-specific greeting. We can also route calls seamlessly to on-site staff members, who are specifically trained to support your account. In addition, all trouble ticket system will be transparently integrated with your internal support services. Services • Customer service • Customer complaint resolution • Sales • Loyalty program management • Collections and refunds • HR support • Computer Aided Telephonic Interviews (CATI) • Technical support desk • Specialty help desk Channels • Voice • Email • White mail • Chat Industry Focused Solutions Banking and Financial Services : The Banking and Financial Services (BFS) industry is experiencing significant turmoil. Market volatility, increased regulation, shrinking demand, globalization and competition are driving the industry to adopt new operating models. Outsourcing has been adopted as a key strategy to survive and thrive. SPARTech helps leading BFS companies to ‘extend their enterprise’. Our deep domain expertise, delivery network and strong focus on operational excellence allows companies to focus on their core business while SPARTech delivers business processes, and supports decision making through its rich research and analytics capabilities. SPARTech service offerings include Banking Operations • Check processing • Lock-box processing • ACH processing • Adjustments and record retrievals • New account setup and maintenance • Credit card operations • Fraud operations Asset Management and Brokerage Services • Account setup and maintenance • Broker and advisor support services • Customer service • Transfer agency-related processing • Portfolio administration • Investment research Healthcare :- Rising cost of healthcare, increased adoption of technology, prevalence of quality- and performance-based reimbursement models, evolving physician-hospital and physician-patient dynamics and increased ROI expectations for wellness and health are forcing hospitals, health plans and providers to recast business and care delivery processes. Leading healthcare companies leverage outsourcing to help redefine their operating model and maximize value from their business processes. SPARTech helps strong focus on operational excellence allows healthcare companies to focus on their core business while SPARTech optimally delivers their business processes. Combining industry best practices and proprietary tools and methodologies adds value to our client’s by improving patient satisfaction, reducing operational costs while streamlining processes through continuous improvements and technology optimization SPARTech service offerings include • Pre-service • Claims preparation • Account receivables management • Customer service • Third party administrator services • Government compliance audit and support • Customer relationship management support Insurance :- The insurance industry is challenged by competitive pressures, changes in customer loyalty, entry of new players and a stringent regulatory environment, all of which are pressuring insurers to change their business models, streamline operations, and improve processes. Industry leaders are increasingly turning to outsourcing to help them compete and grow. SPARtech combines deep domain expertise, strong talent and operational excellence to allow insurers focus on their core business while SPARTech delivers business processes such as industry specific processes, finance and accounting, business and financial research, analytics, and optimizing the power of technology SPARTech service offerings include New Business Support • Sales • Conversion • Quote acceptance • Cross-selling and up-selling • Customer enquiries • Actuarial services • Exposure assessment • New business data entry • Rules-based underwriting • Policy issuance Policy Administration • Manual remittance exception processing • Policy benefits • Policy reinstatements and quotes • Policy changes • Inbound customer service • Endorsements • Renewals Premium Administration • Fund applications • Refunds • Billing • Premium mode changes • Bank information changes • Premium audits Claims • Claim setup • Examination • Review • Settlement • Correspondence • Tax compliance • First notification of loss • Policyholder and broker claim enquiries • Claim notification processing adjustments, endorsements, and renewals • Claim assessment • Settlement • Negotiations and litigation • Recovery check processing • Third-party claims • Subrogation Logistics: - leading logistics companies are increasingly looking to business process outsourcing as a strategy to simplify and improve the efficiencies of their business processes, while significantly reducing the cost of operations. STARTech focus on alignment with our clients, and operational excellence to allow logistics companies to focus on their core business while we deliver their business processes. SPARTech service offerings include Sales / Marketing • Tariff updates • Marketing collateral • Campaign management • Rate quotes • Sales reports Customer Service • Service / rate enquiries • Customer advisory • Pre-advice / arrival notification • Cargo tracking • Web help • Cargo claims • Complaints • Bookings Documentation • BL / AWB/ FCR processing • Billing and invoicing • Freight audit • Tariff/contract filing • Data transmission • Compliance checks • Landed cost Retail and Consumer Products :- Retail industry is fiercely competitive, with constantly changing consumer preferences and the need for marketing differentiation, ever increasing demands to optimize supply chains, and the proliferation of new products and product categories, resulting in a need for exquisite focus on costs throughout the consumer value chain. SPARTech helps a number of the world’s leading CPG and Retail brands to ‘extend their enterprises’ by leveraging outsourcing of key business processes in order to become more agile and gain competitive advantage Sales, Marketing and Customer Care • Customer feedback management • Telemarketing and inside sales • Customer ordering support • Service delivery Travel and Leisure - The travel and leisure industry is faced with rapidly rising costs, changing customer needs and economic pressures. SPARTech helps enterprises leverage outsourcing as a strategy to gain competitive advantage by better managing and leading this transformation Our service offerings include Sales and Customer care • Customer service • Sales and reservations • Customer relations • Lost baggage tracing and customer support • Loyalty program management • Website navigation • Specialty help desk Operations • Fare filing and loading • Revenue management • Fares and ticketing • Queue processing • PNR servicing • Fraud prevention and control • Passenger/cargo revenue accounting and auditing services • Cargo operations support Utilities and Communications - The Utilities and Communications industries are at a crossroads given the challenges faced by them with regards to infrastructure integrity, technology innovation, environment, people and leadership. The traditional operating models undergo a rethink as managing growth, human performance challenges, technology imperatives, and need to achieve superior operational performance are taking centerstage Our service offerings include Sales Management • Campaign management • Sales management • Account and contact management • Integrated sales planning and analysis Meter Operations and Billing • Customer billing • Management of prepaid accounts • Billing of unmetered services Customer Service Management • Service order management • Service contract • Complaints and requests management • Electronic customer services • Account management • Contract management Customer Financial Management • Receivables and collections management • Reconciliation • Bill disputes and client queries Communications SPARTech service offerings include Customer Acquisition • Order entry • Order fulfillment • Contract management • Lead generation • Outbound sales • Sales analytics • Cross-selling and up-selling analytics Operations and CRM • Inbound contact centre • Logging and monitoring service requests • Directory publishing • Churn support • Usage analytics • CRM analytics • Collection analytics • Traffic routing planning • Web correspondence • Network utilization reporting and analytics • Churn analytics