TELUS Contact Centre Outsourcing Overview

Updated 09.03.2103

2013 CallPoint powered by TELUSOverviewDates Activities on September 21; Cinema on September 22Time - 8:00 a.m. 6:00 p.m.Location Orphanage Ciresarii 2 (public)Beneficiaries - 40 orphans (age 3 18)Partners the Red Cross; Swift Number of volunteers 80 as of September 3rd (38% of our staff) including 9 TLTI guests: Jeff Puritt, Cynthia Ledlow, Marylin Tyfting

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2013 CallPoint powered by TELUSOur Partner (1/2)

The Romanian Red Cross (RRC) assists vulnerable people in disaster and crisis situations in Romania since 1876.

WHY THE RED CROSS? PARTNER OF TRUST - Successful partnership between the Romanian Red Cross in April 2013 with the Blood Donation Campaign PR - The NGO is internationally known (co-branding opportunity). They will support our PR efforts. 2013 IS A SYMBOLIC YEAR This year is the 150th anniversary of the NGO

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2013 CallPoint powered by TELUSOur partner (2/2) Swift Constructions a Romanian based company specialized in constructions

Working with CallPoint since December 2012

ROLE repairing the orphanage walls and coaching us during the activities

On September 16-20, a team of 5 people from Swift will take care of repairing the orphanage walls, to make sure that the walls will be ready for the CallPoint painting teams3

2013 CallPoint powered by TELUSAgenda8:00 8:30 AMWelcoming the volunteers8:30 12:30 PMLogistics, cleaning and painting activities (first shift)12:30 12:33 PMWelcome remarks by Grgoire Vigroux12:33 12:40 PM Remarks by Yann Bidan, Country Manager TIE12:40 12:43 PMRemarks by TELUS International President Jeff Puritt12:43 12:46 PM Remarks by City Hall representative General Director, Direction for Social Assistance and Child Protection Sector 5) TBC12:46 12:49 PM Remarks by Ana Ungureanu, President Red Cross District 5 12:49 12:55 PM Remarks by Gregoire VIGROUX, Director TIE 13:30 14:30 PM Lunch14:30 18:00 PM Volunteer work continues (second shift)

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2013 CallPoint powered by TELUSCraiova Agenda

Bus leaving from Craiova premises at 07h00

Arrival at Bucharest offices at 11h30 to visit premises and mark the community wall 5

2013 CallPoint powered by TELUS13:00 13:30 AMLeaving the orphanage with children13:30 13:40 PMArrival at the French institute. Welcome speech by Grgoire Vigroux13:40 13:50 PM Watch the pictures made in the previous day13:50 15:50 PMWatch a movie15:50 16:20 PM Back to the orphanage

Agenda Day 2 (Sunday) French Institute6

2013 CallPoint powered by TELUSLocation Map Ciresarii orphanage

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2013 CallPoint powered by TELUSActivities6 bedroomsCafeteriaCentral hallDoors and windows framesHeaters1 day3 areas8

2013 CallPoint powered by TELUSCommissionsWelcoming/ Security Committee (4 volunteers)Office (3 volunteers)Logistics(6 volunteers)Protection & Cleaning(6 volunteers)Painting (61 volunteers)80 volunteersGrgoire Vigroux, Corina Chiru, Alina Comanescu, Cristian NitaCristian NitaTBCTBCTBC

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2013 CallPoint powered by TELUSTime TableActivitiesPeople Shift 1People Shift 2Total8:00 AM - 12:30 PM14:30-18:00WELCOME COMMISSIONWelcome all the participants on the site44OFFICE COMMISSIONWait Craiova team in CPNE BU office33PROTECTION & CLEANING COMMISSIONProtect with plastic sheets and scotch all the windows, doors, floor etc66LOGISTICS COMMISSIONEmptying the rooms and put back the furniture after the work66PAINTING COMMISSIONPaint the HEATERS066Paint the WOODEN WALLS4610Paint the DOORS088Paint the WINDOWS088Paint the WALLS COMMON AREA8816Paint the WALLS GIRLS ROOMS347Paint the WALLS BOYS ROOMS336PLAYGROUND COMMISSIONGo with the childrens to the playground000TOTAL PEOPLE374380

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2013 CallPoint powered by TELUSCollateralsThe team leaders will have arm banners11

Office commissionProtection & Cleaning commissionLogisticscommission Painting commissionWelcoming/ Security commission

2013 CallPoint powered by TELUSGuests Official Guest ListNamePositionInstitution/ CompanyPhilippe BeaulneAmbassador of Canada in RomaniaEmbassy of Canada in RomaniaPhilippe GustinAmbassador of France in RomaniaEmbassy of France in RomaniaNeil Swain Commercial Counsellor Canadian Trade Commissioner ServiceCanadian Trade Commissioner ServiceBruno RochePresident of the Chambre de Commerce, d'Industrie et d'Agriculture Francaise en RoumanieChambre de Commerce, d'Industrie et d'Agriculture Francaise en RoumanieMarian VanghelieMayor of sector 5 BucharestSector 5 City HallFlorentin PandeleMayor of Voluntari CityVoluntari City HallAna UngureanuPresident Romanian Red Cross, District 5Romanian Red CrossDorin IonescuPresident Romanian Red CrossRomanian Red CrossFlorentina PopescuManager of General Direction of Socail Assistance and Child Protection District 5 General Direction of Socail Assistance and Child Protection District 5Sorin OprescuMayor of BucharestBucharest City HallRemus PricopieMinister of EducationMinistry of Education, Research, Youth and Sport

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2013 CallPoint powered by TELUSNewspapers invitation listPublicationNumePositionAdevarulClaudia SpridonEditor - social sectionCurierul NationalStefan RadeanuEditor in chiefEvenimentul ZileiIonut FantaziuEditor in chiefJurnalul NationalMarina ConstantinoiuEditor - economy and solial sectionRomania LiberaAlexandra JelesEditor - social sectionLibertateaSimona JosanOn line editorCANCANDenisa MacoveiEditorClickOana NeacsuEditor - economy and social sectionZiarul FinanciarIoana DavidEditor - social sectionPutereaValentina GrigoreEditor - social sectionBursaEmilia OlescuEditor - economy sectionRingDaniela ArnautuEditor - social sectionCurentulIrina PopescuEditor - social section

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2013 CallPoint powered by TELUSOnline press invitation listSiteNameFunctionwww.9am.roDiana PetrescuEditor - social sectionwww.hotnews.roDan PopaEditor - economy and social sectionwww.rnews.roDelia PapasimaEditor - social sectionwww.wall-street.ro Claudiu VranceanuEditor in chiefwww.rtv.netValentina PufulescuEditor - social section si economicwww.financiarul.ro Narcisa UngureanuEditor - social section si economic

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2013 CallPoint powered by TELUSTV press invitation listTVNamePositionTVR 1Mihai RazusEditor in chefTVR 2Ramona ChiojdeanuProducatorProTVCristina JurcaReporterAntena 3Magda BucurReporterAntena1Andreea PanaReporterPrima TVDaniela LefterReporterRealitatea TVLiana SubtireluCoordinator editor DIGI24Adriana ZahariaReporterB1TVLaura VasiliuRealizatorRTVValentina PufulescuEditor in chefThe Money ChannelLuxandra SandulescuReporter

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2013 CallPoint powered by TELUSVideo (In house)Video Specifications

Duration - 3 minutes

Language - English (with subtitles when needed)

Type - mix of video shooting and animation

The beginning of the video should be explaining in a clear and simple manner WHAT (what is the event about); WHO (who are the participants from our side, how many they are; who are the beneficiaries); HOW (what work we have performed) and WHY (why we think it is important to make this event, and some words about what our company culture is)

Tone - the video should be very moving, especially in the end

Rhythm - dynamic and quick, like a video clip

Spokespersons - 3 children + 3 callpoint / TI

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2013 CallPoint powered by TELUSSecurity aspects Medical presence during the activities

Medical tips given sent before the event 17

Professional medical mask

Medical gloves

2013 CallPoint powered by TELUSKey NumbersLiters of paint 525Beneficiaries 40 orphansVolunteers 80Working hours 512Budget about 15,000 USDSmiles countless ROOMSURFACE (sqm)PAINT COLOURQUANTITY (L)Corridors(1/2 + dining room + library)531.7WHITE180Corridors (1/2)177.35BEIGE75Girls Rooms183.71PINK75Boys Rooms187.4BLUE75ALL ROOMS ( Primer paint)1080.16WHITE120TOTAL1080.16525

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2013 CallPoint powered by TELUS

2013 CallPoint powered by TELUS