A service plan for Stream Global Services

• Main Authors: Del Rosario, Beatrice Anne T., Molina, Dionisio S., III, Peña, Kathleen R.
• Format: text
• Language: English
• Published: Animo Repository 2011
• Subjects: Marketing
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/18077
• Institution: De La Salle University

Stream Global Services (SGS) is a global business process outsourcing (BPO) provider of services and innovative solutions to Fortune 1000 clients around the world. They offer quality services such as customer care, technical support, and sales that cater to the needs of clients. eTelecare Global Solutions merged with SGS last 2009 as a shared venture, with SGS as the surviving entity, although eTelecare was better known in the Philippines. SGS has now seven sites around the Philippines and Stream Alabang is one of SGS sites that handle sales accounts. Many call center agent aspirants are not aware of the company under its post-merger name and thus, Stream Alabang faces the problem of not hiring enough sales agents. In order to address the company problem, the thesis group conducted semistructured interviews with SGS employees and a Usage, Attitude, and Image survey among 70 call center agent applicants of Stream Alabang. The thesis group proposes a number of communication solutions such as billboards, signages, advocacy campaigns, and internal media to expand the exposure of the company so that SGS will be the top of mind call center.