Business overview Fan Engagement & Brand Management May-19
Who Are We – What we do Ø Brand Management, Support and Protection through Fan Engagement focusing on the OTT, Esports & Racing Industries. Ø WPG-RS is a bespoke provider of Omni-channel contact centre solutions – that are unique and scalable. Ø We build business processes that align with the culture of our customers. Ø An Engaged Fan is a Happy Customer!
Our Credentials Ø We are located in Bucharest, Romania with well-educated, multi-lingual, sta ff . Ø We are the Formula 1™ Omni-channel Contact Centre supporting their fans in 100+ countries, multiple languages, 365 days a year. Ø We are Canadian owned and have support from BDC, the Canadian Government’s Investment Bank to help us expand our business. Ø ECCCSA we were selected as one of 3 BEST Small Contact Centers in Europe . Winning t he Bronze Medal as one of the Ø We won the BEST Customer 3 BEST Contact Centres in Europe Tailored Solution at the Romanian contact Center Awards. “Winning an ECCCSA is something WPG Racing Solutions can be very proud of. They have been through a rigorous Ø Our G.M. previously ran LEGO™ worldwide - bringing their judging process, meeting judges that are very experienced and recognize ‘the best’ from our industry. “best practices” and ”customer first” culture to our company. Congratulations!” Ann-Marie Stagg, Chair of the Judges, ECCCSA – European Contact Centre & Customer Service 3 Award.
Our Value Proposition We align your Business Process 1. We focus on core competencies WPG takes care of your customers. We deal with the mundane to the Ø most di ffi cult & disruptive business functions. 2. Benefit from proven processes We are an award winning contact centre with proven processes and Ø experienced management. 3. We “de-risk” by reducing sta ffi ng, recruiting, and training costs We reduce operating costs, eliminate hard to manage functions and Ø improve e ffi ciencies for our customers. 4. Specialized skills and value WPG is a specialized Contact Centre for the OTT & Esports industry, Ø with an impressive multi-lingual & multi-skilled talent pool at a lower cost. 5. Provide scalable support Growth can strain internal resources. WPG provides a flexible scaling Ø model, removing the burden and cost of recruiting/training/employing full-time and temporary sta ff in short periods of time. 4
Omni-channel Solution Ø There is NO ONE SINGLE CONTACT SOLUTION used Going beyond Customer Support around the world – every; Country, Language, Culture and have di ff erent “favourite” methods to chat with each other and these methods change and evolve every year. Ø WPG – creates an Omni-channel solution. Ø Traditional Channels include; Voice with local access in multiple countries, Email and Chat services, such as; Web Chat , Skype , FB Messenger, Instagram, WhatsApp and WeChat. Ø Millennials, especially Esports and X-Games Fans are using many new channels to communicate, including; Twitch, Discord, Steam and Reddit . Ø Introducing a fully “Inclusive” omni-channel solution with a team that can support; local, regional and worldwide programs in multiple languages. Ø With our SW we collect valuable insights to help monetize your Fan Base. 5
Our Culture Staff & Skills Ø We build a culture for our customer with the teams we recruit, retain and motivate. Ø Train and develop senior agents to be able to train/mentor other junior agents as needed Ø Readily available for ramp up/ramp down to mange events and schedule peaks. Ø O ff er 9 languages and more can be added as required. Ø We support our customers internal departments with skilful sta ff to work with their B2C & B2B channels. Ø Improve productivity through working together and setting high KPI’s with a tight roadmap and quality scorecard system. 6
Our Support Project management Ø Our 2 facilities can hold over 100+ agents on each shift, so you can easily benefit from a “one stop shop” with proper management to scale on any vertical Ø We embed and integrate our organization with yours, your culture, and your customers expectations Ø We help you monetize your services by promoting and selling your services & products with in and outbound sales team, enter new markets and cross sell to current ones Ø We continue to invest in infrastructure and security, upgrading continuously so that the data of the customers is well secured Ø Build up software systems that can benefit the business 7
OUR VALUE PROPOSITION Ø We look after your BRAND! Ø Bespoke solution that aligns with your sport’s culture. Ø We “de-risk” and reduce costs. Ø Specialised skills with proven processes and competencies. Ø You Take Care of your Sport ... We’ll Take Care of your FANS!
Visit us at - WPGRS.ORG TREY Add a footer 9 research
Thank You Wayne Silver. +1-416-801-8100 wayne@worldpgl.com World Phoning Group WPG Racing Solutions 10
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