CallPoint New EuropeA LEADING BPO OPERATOR IN EASTERN EUROPE

6 years of excellence

Headquartered in Sofia, Bulgaria

Privately held, supported by Global Finance Growth Fund

3 locations in Eastern Europe with 800 seats capacity

More than 25 clients

Doing business in 10 countries & delivering services in 16 languages

700 professionals

More than 500,000 transactions per month

Services offered: multichannel customer care, back-office, email support,

telesales, market research, technical support, debt collection

Cultural proximity to Europe & North America

ISO 9001:2008 certification

7 M$ Turnover in 2009; 11 M$ in 2010

About CallPoint New Europe

Strategic Positioning

Expertise in selected verticals

• Focus on 4 verticals: T&L (Travel & Leisure); FS (Financial Services); Retail (e-commerce, distance sales); HighTech (Software & Telecoms)

Operational excellence

• Best practices and continuous improvements based on ISO 9001:2008 certification and Six Sigma expertise

• Thoroughly implemented tools and process management

Unique multilingual capabilities

• Working 24x7 in 8 languages and gained experience in more than 15 languages in total

• 80% of staff speak at least 2 languages fluently

• Significant talent pool in selected Eastern European destinations

Customer focus

• Flexible delivery models to meet client requirements

• Dedicated account managers with strong implementation skills and experience

Transformation capacity

• Ability to review and reengineer client processes in order to improve efficiency with trained consultants

• Implement ground breaking initiatives leading to resources and cost optimization through business process management platforms.

Travel & Leisure

Media, IT & Telecom

BFSI - Banking & Financial Services

Retail & E-Commerce

Industries

Customer Interaction Services

• Customer Support : Pre-sales and post-sales

• Customer acquisition: telesales and sales appointments

• Technical Support

Market research

• Multilingual telephone survey (CATI)

• Programming

• Data analysis

Risk Management

• Staff screening

• Fraud detection

• Debt collection

Transformation solutions

• Global re-engineering and optimization of the operations

• Best Practices roll out

Service offering

800 seats across 3 locations

Contact Center Locations

SOFIA

BULGARIA

• 2500 m2 offices, 450 seats capacity

• Modern building with easy transport for staff

• German and English number 1 languages followed by Italian, Spanish and French

• 24x7x365

BUCHAREST

ROMANIA

• 1500 m2 offices, 250 seats capacity

• Modern building with easy transport for staff

• French number 1 language followed by English, Romanian, Italian and Spanish

• 12x7x365

PLOVDIV

BULGARIA

• 500 m2 offices, 100 seats capacity

• Modern building located in city center

• Multilingual platform

• 24x7x365

Competitive advantages of CallPoint

Our NearshorePositionning

Strong outsourcing industry in Bulgaria & Romania: 27 000 FTE’s with a growth rate above 20% p.a

A.T. Kearney ranks Bulgaria & Romania as the most attractive

locations in Europe: Bulgaria ranks Nb1, Romania Nb3

Eastern Europe has become the new multilingual hub for

outsourcing services – replacing traditional locations such as

Ireland & Barcelona

Top 5 competitive advantages

CallPoint specializes in four verticals and brings real industry expertise

CallPoint invests in State-of-the-Art Applications and Technologies

CallPoint demonstrates more flexibility and attention to its clients

compared to other global players

CallPoint is ISO 9001:2008 certified and brings value through transformation services

Multilingual 24/7 services in 15 languages with near-native speakers

Why clients chose CallPoint?

Value for Money = we deliver the same quality and operational excellence as global players with a higher degree of flexibility

Domain expertise = we leverage our industry knowledge and operational experience to bring you best-in-class practices

Transformation services = we provide process re-engineering and improvement with our TARGET methodology with a direct impact to your bottom line

Before

• The company provided only support by email to potential customers for the US market

• No target on conversion rate

• Average processing time of 6 minutes per email

After

• Live chat support and call backs added

• Services started to be offered in new languages (FR, DE and ITA)

• Conversion rate consistently 10% over target

• Email average processing time reduced by 33% to 4 minutes

Case Study : the added-value for a client leader in the software industry

Meet the People at CallPoint

Educational Background

• 80% Agents with graduate degrees in:

• Finance

• Engineering

• Public Relations

• Law

• Business Management

• Foreign Languages

Working

experience

• Customer Service

• Financial Services

• Telesales

• Collections

• Account Mgmt

• Cross-Selling

• Telemarketing

• Product Support

• Telecom

• Technical support

• Recruiting

Spoken

Languages

• English

• French

• German

• Spanish

• Italian

• Dutch

• Japanese

• Hungarian

• Russian

• Bulgarian

• Turkish

• Romanian

Motivational

Fit

• Average age of 25

• Enthusiastic

• Highly motivated

• Committed

• Low Attrition rate

Managing human resources

• Keeping promises

• Taking care of each other

• Clients come first for all of us

• Promoting people development on every level across the organization

• We share the view that the right training of people is the key to excellence

Our Values for People Management

Training

• CallPoint Academy 2010

• Standard & specific trainings

• Soft skills trainings

• Language & cultural trainings

• Management skills

Career

Development

• Self-assessment performance review every 6 months

• External trainings

• Fast track career

• Identify leaders and help them realize their plans

Benefits

• Performance driven bonus schemes

• Social benefits like medical insurance, meal vouchers

• Sponsoring studies

Make employees part of our

business

• Buddying

• Dedicated branded relax space

• Joint events

How do we achieve the Values?

100h training year/person

86 % internal promotion

22 % variable pay ESI – 78%

DEMING’SMETHODOLOGYDESIGN QUALITY PLAN

Define quality

Quality measures

Responsibilities

Time schedule

Targets

ADJUST THE PLAN

Proposal of measures for improvement

Timeschedule, tools and frequency

TargetsIntranet & e-learningWeekly analyses of KPIs by

project & gap assessment

IMPLEMENT THE PLAN

Respect the deadlinesRecord the checks and

analysesPropose measuresFollow up resultsLive listening (supervisor & trainer)Remote monitoring system

for clients (coach)Daily call analysis, feedback,

coaching and knowledge tests

MONITORING THE RESULTS

Efectiveness of measures Monthly analysisReport to clientVoice & Screen recording with

Partcom QMSCall evaluation program

PLAN DO

CHECKACT

Continuous quality improvement is ensured through

our ISO 9001:2008 certification

Quality

• Avaya IP platform with high availability & fully redundant

• Fully integrated with IVR, ACD, CTI, Predictive dialing. Vocalcom Hermes.NET for ASAI solution

• Call & Screen recording integrated with Avaya CTI

Telephony

• Call routing inbound/outbound with Tier1 telecom operators allowing significant savings

• High availability with redundant links and equipment

Network

• Workforce management system Teleopti

• Avaya CMS for reporting & analysis

• Multichannel communication: chat (LivePerson), email management (Eptica, other tools supported)

• Document management platform Hyparchiv

• Ad-hoc support of client applications

• Business process management (BPM) platform allowing process re-engineering and workflow automation

Applications

Technology

Disaster Recovery

Business Continuity

CallPoint’s IT infrastructure has been designed in order

to ensure full redundancy of all key elements of the call center operations and to avoid any single point of

failure

Multiple points of entry for power,

telecommunications and Internet, UPS installed at

building as well as desktop level

High availability equipment assured by

preventive actions, maintenance contract &

hot spares

Equipment hosted in 2 redundant data centers

CallPoint develops with its clients a specific disaster

recovery plan according to times and escalation

procedures

Data Protection & Security

• All our centers are in the European Union and are compliant with directive 95/46 on data protection

• Compliance with national data protection regulation

European Regulations

• PCI Compliant Service Provider Level 3

• ISO 27000 certification to be achieved by Q2 2010.

• Control of non-authorized data diffusion (USB ports & DVD/CD drives blocked)

• Separate VPN and VLAN set up to access customers applications remotely

Data Security

• Confidentiality agreement signed by all employees

• Criminal records and reference checks for all new recruits

Confidentiality

Contacts

Contact us for any business development enquiries:

Xavier MARCENACExecutive Director

In charge of the financial services,

telecoms & technology verticalsMob : + 359 898 952 800Email: xavier.marcenac@callpoint-group.com

Philippe OUGRINOVExecutive Director

In charge of the tourism, travel and leisure verticalsMob : + 359 886 008 8 64Email: philippe.ougrinov@callpoint-group.com

Grégoire VIGROUXDirector for Romania

In charge of the retail & e-commerce verticals

and for the Romanian marketMob: + 4074 302 70 06Email: gregoire.vigroux@callpoint-group.com

Silvia TANASEBusiness Developer

In charge of market studyMob: + 4075 512 57 26Email: silvia.tanase@callpoint-group.com