CallPoint New Europe Corporate Presentation

CALL CENTER & BPO SERVICESCONTACT CENTER & BPO SERVICES

©2011 CallPoint New Europe

CallPoint New EuropeE X T E N D I N G YO U R B U S I N E S S P E R S P E C T I V E S


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The information contained in this document is privileged and confidential and it is solely

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Neither this presentation nor its content may be used for any other purpose without prior

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without our prior written consent.

Thank you for your support and keeping this document confidential.

CONFIDENTIAL NOTICE


Multilingual contact centre and BPO provider

7 years of excellence

Delivery sites in Bulgaria and Romania (member

states of the EU)

3 locations with 1,000 seats

52 clients from the EU and the USA

Cultural proximity to Europe & North America

20 major languages spoken

ISO 9001:2008 and ISO 27001:2005 certifications

PCI DSS Compliant Service Provider, level 2

ABOUT CALLPOINT NEW EUROPE

EBRD (European Bank for Reconstruction and Development) as a shareholder

Delivery site Sales office

http://www.ebrd.com/


SERVICE OFFERING and INDUSTRY EXPERTISE

MultichannelCustomer Solutions

• Multilingual Multichannel Customer Support(via chat, e-mail, phone, fax)

• Customer Acquisition & LoyaltyPrograms

• Technical Support• Back-Office Support Activities• Quality Monitoring of

Multilingual In-house Operations

• Multilingual Mystery Shopping

Risk ManagementFinancial & Accounting

Solutions

• Staff Screening• Transaction Monitoring &

Fraud Detection (e-commerce)

• Charge-back and DisputeManagement

• Financial & AccountingServices in MultilingualEnvironment

Transformation Solutions

• Know-how to review andreengineer processes inorder to improve efficiency

• Implement ground-breakinginitiatives leading toresource and costoptimization via businessprocess managementplatforms

• Best practices roll-out• Six Sigma expertise

Retail, Mail OrderE-commerce High-Tech

(Software, Telco)

Social Media

• Social mediamonitoring

• Social mediadiscussionengagement

Travel & Leisure Banking &Financial Services Pharma


• 3,500 m2 offices, 650 seats capacity

• Modern building with easy transport for staff

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

• 24x7x365 operational

SOFIA (BULGARIA)

PLOVDIV(BULGARIA)

BUCHAREST (ROMANIA)

• 1,700 m2 offices, 250 seats capacity

• Modern building with easy transport for staff

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

• 24x7x365 capable

• 500 m2 offices, 100 seats capacity

• Modern building located in city center

• Multilingual platform for back-office activities in different verticals

• 24x7x365 capable

Constant focus on security: all CallPoint delivery sites are earthquake-safe; have electrical independence(through power generators and UPS on every PC); office access is made through badges;

24/7 guard surveillance and video cameras

A-CLASS LOCATIONS


Voyages & Loisirs

QUALITY

Best practices and continuous improvement based on ISO 9001:2008 (QualityManagement System) certification and Six Sigma expertise

Quality at every level of our organization: premises, technical infrastructure, staff,working procedures, quality processes, training

MULTILINGUISM

Serving multinationals in 20 languages: primarily English, French, German, Italian,Spanish, Portuguese as well as most Central and Eastern European languages

Cultural proximity to Europe and North America

SECURITY & STABILITY

Delivery sites based in EU countries, with stable economical and politicalenvironment

Highly secured A-class offices

Fully redundant IT infrastructure

PCI DSS Compliancy, level 2

ISO 27001:2005 certification (Information Security Management System)

STRATEGIC POSITIONNING


MANAGING HUMAN RESOURCES

• CallPoint Academy• Standard & specific

trainings• Soft skills trainings• Language & cultural

trainings• Management skills

• Self-assessmentperformance reviewevery 6 months

• External trainings• Fast track career• Identify leaders and

help them realizetheir plans

• Performance drivenbonus schemes

• Social benefits likemedical insurance,meal vouchers

• Sponsoring studies

• Buddying• Dedicated branded relax

space• Monthly team buildings

and parties

100 hours training / year / employee

86% internal promotion

22% variable pay

Employee Satisfaction Index: 78%

CARREERDEVELOPMENT

SOCIALBENEFITS TRAINING

MAKE EMPLOYEES PART OF OUR

BUSINESS


INDUCTION TRAINING

- Presentation of the company values- Rules, company and project targets

TRAINING

TESTS

Theoretical and practical tests, during (and after) the initial training

TRAINING SERVICE

- Golden rules of Customer Service- Telesales- Debt Collection

VALIDATION

Internal and external validation of the candidates, after the initial training

CULTURAL TRAINING

Cultural immersion with native teachers New agents customer interactions are beforehand checked and validated

TRAINING ON PROCESSES

Training on project processes A FULL RANGE OF TRAINING MODULES, TO ENSURE THE BEST POSSIBLE START

ON-SITE SUPPORT


Evaluation grids

• Measuring customer serviceskills

• Measuring knowledge andunderstanding of workingprocedures

QUALITY CONTROL

Control

Analyzing the interaction with clients, through representative samples

Calibration

Calibration sessions, both internal and external

Action plans

Monthly action plans (coaching, feed-backs, follow-up, quality analyses,

timekeeping sessions)

Quality Tools

• Tests: QCM, e-learning• Live listening• Screen capturing• Evaluation of recorded calls

QUALITY


• 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

TECHNOLOGY

Telephony

• 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

Network

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

• High availability with redundant links and equipment

Applications


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

the building level, as well as at the desktop

level

Equipment with high availability, secured through 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

BUSINESS CONTINUITY


DATA PROTECTION & SECURITY

Compliancywith

European Regulations

High levelof

Data Security

ConfidentialityGuaranteed

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

• PCI Compliant Service Provider, Level 2• ISO 27001:2005 certification• Control of non-authorized data diffusion• Separate VPN and VLAN set-up to access customers

applications remotely

• Confidentiality agreement signed by all employees• Criminal records and reference checks for all new recruits

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

• Compliance with national data protection regulations


SOCIAL- Keep a fair remuneration evolution- Undetermined term contracts - Social benefits- Exceptional working environment- Continuous training- Performance-based career opportunities- Consideration of employees' opinion

ENVIRONMENTAL

- Controlling our energy consumption- Reducing water consumption - Reducing the use of paper - Recycling paper- Recycling of used ink cartridges

SOCIETAL

- Fight against sexual discriminations- Fight against racial discrimination- Fight against corruption- Actions in favour of the less privileged

CSR (CORPORATE SOCIAL RESPONSABILITY)

VALUE & DEVELOP OUR EMPLOYEES

ADVOCATE TO EXTERNAL AUDIENCES

CREATE OPPORTUNITIES

FIGHT AGAINST DISCRIMINATION AND INEQUALITIES

BUILDING A SUSTAINABLE FUTURE


“CallPoint delivers an unmatched quality/cost ratio, and they have a deep cultural understanding of our customers. We understand the advantages of nearshoring our multilingual BPO services, and we consider CallPoint as Europe’s leader in this space”

Bookings Director Leading European Car Rental Company

“We found at CallPoint an extremely knowledgeable and dedicated team – they know the processes of our industry upside down and were able to help us reduce our support costs while improving drastically customer satisfaction.

Account ManagerLeading French e-commerce company

“We are using several providers for support services across the world, but only at CallPoint we have found the breadth of experience and the languages capabilities we were looking at. Management is very professional, always anticipating your expectations and providing you solutions before problems occurs.“

Technical support director Leading anti-virus software company

TESTIMONIALS


WHY CHOOSE CALLPOINT?

QUALITY

· Quality at every level of our organisation

· ISO 9001:2008 certification

SECURITY

· Location in stable countries, in highly secured business parks,strong IT infrastructure, constant focus on data protection

MULTILINGUISM

· 20 languages spoken at CallPoint· Cultural proximity of Bulgarians and Romanians to Europeans


CONTACTS

Xavier MARCENACExecutive Director

In charge of the financial services,

telecoms & technology verticals

Mob : + 359 898 952 800Email: [email protected]

Philippe OUGRINOVExecutive Director

In charge of the tourism,

travel and leisure verticals

Mob : + 359 886 008 8 64Email: [email protected]

Grégoire VIGROUXDirector, Romania

In charge of the retail &

e-commerce verticals & SMM services

Mob: + 4074 302 70 06Email: [email protected]

Antonio COLIVice President Sales Europe

Mob: +39 345 854 04 68Email: [email protected]

WEBSITE: www.callpoint-group.comBLOG: www.multilingual-bpo.com

CallPoint New Europe Corporate Presentation

Business

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