A service plan for Stream Global Services

Date of Publication

2011

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Marketing Management

Subject Categories

Marketing

College

Ramon V. Del Rosario College of Business

Department/Unit

Marketing and Advertising

Abstract/Summary

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.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTU020504

Shelf Location

Archives, The Learning Commons, 12F, Henry Sy Sr. Hall

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