Designing a Solution for You

PSG works with 4 of the top 10 staffing companies, 20% of the top 50 staffing companies and several Fortune 500 corporations. Our largest concentration of recruiters are working with national strategic account teams, RPO divisions and centralized recruiting organizations. Additionally, our largest industries are commercial/industrial, Healthcare and IT/Engineering. When PSG started operations in 2009, over 60% of its team performed non-voice sourcing activities. Over the past six years, however, as our clients have become more comfortable supporting voice based recruiting work offshore, PSG has seen its services mix shift dramatically, and today over 70% of PSG’s work is voice based. We work with each of our strategic partners to develop a solution design specific to your business challenges. With a net promoter score of 65%, we have a high success rate with our staffing company partners.

1. ORGANIZATION DESIGN

• Dedicated front line resources – Each client has a dedicated team of recruiting resources that do not work with any other clients and sign a strict client confidentiality agreement as part of their employment agreement with PSG Global Solutions. Additionally, part of their onboarding training includes a module on client confidentiality and information security.
• Operations Leadership – Front line resources report to team managers who are responsible for their day to day performance, including coaching and traditional supervisory responsibilities. Team managers review front line resource output and are ultimately responsible for consistent and quality delivery by their team. Team managers are supported by section managers who report to the VP Program Management.
• Account Management – PSG Global Solution’s founders and key executives have consulting backgrounds from top global consulting firms including McKinsey, Bain and Accenture. In building our organization, we have maintained and integrated our focus on metrics and value into our daily operations. Our account management organization has client value delivery as a key component on their scorecard. Throughout the implementation process and production, our account managers leverage best practices we have developed over the last 8 years to look for ways to help our clients improve their processes and ultimately their overall recruiting performance. Your assigned account management resource is focused on working with you to identify what success looks like and tracking and managing performance of the team to reach agreed upon value based metric goals.
• Shared Services – Our shared services team manages internal recruiting, training and career development, implementation, quality, reporting, and company wide employee programs.

2. IMPLEMENTATION
PSG assigns an implementation manager to your program who works with you and the team to ensure a smooth launch. This includes setup and configuration of the front line resource workstations, finalizing the process design and rules of engagement for the integrated team, setting up the team with systems access, agreeing to sourcing channels, and establishing success metrics with ramp based targets. From contract signature to launch is typically 2-4 weeks.

3. TYPICAL INITIAL PROGRAM SCOPE
PSG encourages our clients to start with a smaller team size of 8-10 resources per program to prove out a process and then scale once the program has been optimized for performance. Unlike larger BPO players, we have structured our organization and performance management systems to handle smaller program sizes.

PSG works closely with each staffing company partner to understand the business problem being solved and establish a set of metrics and targets which define success. The metrics and targets often vary by service and scope. Here are several examples:

RECRUITER ENGAGEMENT OPTIONS

Our recruiters follow our clients’ processes with the belief that if a client has already built a process that it is successful for them, there is no need for us to reinvent it. With that said, given our accumulated experience, we look to add value to our client’s process if we have suggestions we think will be beneficial.

PSG Global Solutions will work with you and build a custom script and process based on your goals and our experience with recruiting best practices.

While our largest segments are commercial/industrial, healthcare, and IT, we provide staff for nearly all major sectors with over 1,200 staff team members in our Manila offices supporting our clients. We generally mirror the broader US staffing market. We recruit for a wide range of positions- everything from administrative staff in Miami to pharmacists in Milwaukee to programmers in Seattle. From a size perspective, we work with everything from regional recruiting companies to four of the world’s ten largest staffing firms and even fortune 500 organizations.

Our recruiting centers are located in The Philippines, a country of 100 million people where English is one of two official languages (Filipino is the other). In the Philippines, everything from newspapers to television shows to street signs are written in English. If you are familiar with the Philippines, you will already know that it is a country where English is widely spoken, that there is a strong cultural affinity to the US (given historical ties), and that for US companies there is no better place in the world to perform offshore voice-based work. But don’t take our word for it, hear for yourself. Call us today and we’ll connect you with one of our recruiters for a quick conversation.

From a cultural perspective, the United States and Philippines have strong ties dating back to the 1800s, and consequently Filipinos have a cultural affinity for the United States. The result is an ability to be conversational with Americans, which other outsourcing locations typically lack. A few fun facts to highlight the ties between the two nations:

• There are 118 Starbucks in Manila alone (where our offices are located), each of which has a look and feel that is identical to those in any city in the US (the same goes for the countless Coffee Beans, Seattle’s Best, and Dunkin Donuts that dot the city- the last of which makes our Los Angeles office jealous, given the lack of donuts in CA).
• There are more NBA games broadcast in the Philippines than on broadcast and cable television combined in the US (basketball is considered the Philippines’ national pastime)
• Over 1.3 million people in the Philippines work in the business process outsourcing industry, primarily serving US clients (In fact, our management team was one of the pioneers of this industry in the Philippines, and has led large scale engagements for such clients such as American Express, TimeWarner, AT&T, and Microsoft)

The above factors contribute to a large percentage of Filipinos having strong English skills, which allows us to be very selective in hiring our team members. To ensure our team has top notch communication skills, we use a standardized testing process that scores candidates on the three linguistic categories of Fluency, Accent and Grammar. Any candidate who does not meet our expectations on one or more of these categories is not hired.

PSG provides clients with a local phone number for their PSG recruiters – they tell us the US area code, and we’ll set it up. Clients never pay local or long distance phone charges when working with PSG.

Given advances in technology, connectivity is easy and inexpensive. Our team members typically work in clients’ applicant tracking systems using web access or a remote desktop solution. Such systems are very easy to set up; in fact, if you use Microsoft products you probably already own their Remote Desktop application. Working overseas is no more complicated than working at a satellite office or working from home.

Data security is a serious issue, wherever work is being done. As such, we have a comprehensive set of controls in place around employee and physical security, such as computers with no export devices, confidentially agreements with employees, security personnel, etc.