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Special Advertorial Section business Process outsourcing guide Global Strategic Business Process Solutions CORPORATE PROFILE With offices in Bayshore, New York; Elon, North Carolina; Dallas, Texas; and Mandaluyong City, Philippines, Global Strategic is a full-service data operations and call center with specialty focus in the area of default legal process, REO, and title work. In addition, the company handles staffing services, accounting, SEO, inbound and outbound sales, and customer service. Company History key personnel Mark Matsuyama Global was founded in 2006 by four default industry veterans, two of whom manage its office in metro Manila, Philippines and two of whom remain in the U.S. Global got its start servicing several law firms, handling all manner of back office default document preparation. Over the years, Global has evolved and expanded its services to include inbound/outbound call center, accounting services, staffing, insurance, and SEO tasks, among others, to complement Global's default operations. President Brian Flaherty COO Jun Lota VP Rhodelia Matsuyama Director, Human Resources Patty Considine Director, U.S. Operations number of employees 200 contact information 16 West Main Street Bay Shore, New York 11706 Phone: 631.969.1200 e-Mail: info@globalstrategic.com Web: globalstrategic.com What started out as industry veterans working for friends and peers in the default services space has evolved into a full-fledged business process outsource center with expertise in a variety of industry verticals. Global Strategic took the old model and developed it into a solutions-centric, transparencyfocused, and customer service-oriented product. The company is a master of process efficiency and training, making its folks valued long-term partners, not short-term contractors. Business lines, services, and products Global works with law firms, insurance companies, staffing companies, REO, title, accounting firms, and marketing companies. In addition to the company's offshore operations, it also has an onshore paralegal network product in Amerisourcing. Geographical scope and coverage area Global Strategic is an international company with clients in the United Kingdom, Australia, Philippines, and the U.S. Key Features • U.S and offshore operations • Three U.S. citizens on site in the metro Manila office in management and training roles • Two training rooms, cutting-edge approach to cross-training and scalability, ISO 27001 data security and integrity compliant, biometric entry, and 24/7 security and operations • Administer regular coaching sessions to review overall performance of resources/teams • Hold calibration calls to revisit procedures and/ or standard processing times • Daily/weekly review of audit results Call Center • Real-time monitoring of agent activities • Live barging of calls • Reviewing of call recordings to measure quality and verify call results • Administer regular coaching sessions to review overall performance of resources/teams • Daily/weekly review of audit results • Hold conference calls/meetings to discuss SLAs competitive advantage The company's offshore team has a combined 30 years of U.S. industry expertise. Its daily allocations reports are founded on a meticulously created and maintained set of metrics, and its train the trainer program gives every client the peace of mind that its offshore staff is managed and trained and that its performance is maintained by Global, not the client. added value to clients The company's biggest value-add is process management. It holds itself to a quantifiable efficiency standard that most companies don't maintain. Global Strategic's training and procedure manuals are made available to its clients once they create them, and as a result often produce a domino effect internally at the company's clients, creating even more efficiency in house. keys to success Transparency and accountability help provide a level of comfort to the client that Global Strategic is doing what the company says it will do and creates a true sense of team. The company's staff is an extension of its office, and by utilizing web conference and instant messenger applications like Skype, it makes the world smaller and creates a true partnership. strategies and goals 2014 • Enhancement of its paralegal network by implementing more interactive middleware • Expanding the company's sales department with additional hires in the U.S. • Inclusion of a data architect to help enhance its solutions, providing roadmap to its clients General Data Entry Industry awards, accolades, and milestones • Establish task procedures (playbooks) • Utilize process matrices and checklists/cheat sheets • Designate resources to audit work output The company received a "Grow Your Own Leaders Award" from DDI (Development Dimensions International) in December 2011. The M Report | 33