Prepared for

Golden Gate BPO SolutionsSantiago, Dominican Republic / UNO

Business Overview

WHAT WE DO

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• Global multichannel outsourced contact

center solutions

• Delivery though our certified operating

partners / consortium

• Client services and operational oversight

Outsourced Contact Center Provider

World Class Outsourced Customer Management

and BPO Solutions

• High level of quality through customization and adaptation of

each client’s culture

• Increased speed to market, implementation and launch

through entrepreneurial culture and management

commitment

• Achievement of operating efficiencies through a balance of

commitment to best practices and customization of these

practices to maximize the results of each program scope

• Competitively priced solutions that yield a lower cost of

outsourcing to our clients

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WHAT WE STRIVE TO ACCOMPLISH FOR OUR CLIENTS

A Snapshot of our Santiago Partner

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ABOUT UNO• Founded in 2004

• Partnered with Golden Gate BPO in 2007

• Over 760 workstations with capacity to scale

• Bilingual, including English, Spanish, French and

French Creole

• Multichannel service capabilities

• Deep understanding and engagement across

several markets and industries; cultural affinity to

US markets

• Located in Santiago, Dominican Republic

• Operating 24 / 7

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ABOUT UNO – CORE CAPABILITIES

Voice

• Customer Service

• Collections

• Activations

• New product / service sales / subscriptions

• Cross-sell / up-sell

• Billing explanations or payment applications

• Order processing

• Retention

• B2B and consumer sales

• Lead generation

• Appointment scheduling

• Welcome calls

• Surveys

• IT business solution selling

BPO

• Email

• Chat

• Data entry

• Campaign setup

• QA review

• Software development and applications

Customer Service

• Hardware and software assistance

• Support via chat and remote desktop assistance

• Computer diagnostics

• Support for installations of hardware, software and applications

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ABOUT UNO – BENEFITS AND DIFFERENTIATORS

Market Leadership

• Established in 2004

• Leader – CRM contact center outsourcer in Santiago, DR

• Scalable, global delivery platform

Financial Strength

• Parent company D’Clase – long term investment in diversified businesses

• Investments include telecom, internet, cable, satellite TV, technology , healthcare and manufacturing

Ability to Deliver

• Consistent KPI achievement

• Consistently high CSAT and QA scores

• Culture of continuous improvement

• Ability to scale quickly for both launch and growth

• CapEx and human resources

• Santiago location competitive advantage

World-Class Operations

• Operational excellence

• Strategic technology partnerships, including with parent company

• Certifications including ISO 20000, 14001, 27001, COPC, PCI DSS, HFMA, PPMS

Experienced Management Team

• Experienced and committed senior executives and management

• Management depth and stability + bench strength

• “Secret Sauce”

ensures that work philosophy is applied at all levels

• Prioritizes and ensures a great experience for employees and clients

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ABOUT SANTIAGO, DOMINICAN REPUBLIC

• It is the DR’s second largest city and is the central region’s main

metropolis

• A very active and productive city with vibrant restaurants, culture,

shops and nightlife

• Close cultural affinity and proximity with the US

• “Hurricane-Proof“ – Santiago is more sheltered than other parts of the

country from hurricanes because of its location in the Cibao Valley

• The most advanced telecom infrastructure in the Caribbean

• Favorable workforce demographics and 15.5% unemployment

• Vibrant, skilled talent pool – 1,936,721 local population

• Established employment vertical – Over 100,000 call center positions

in the local job market

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HUMAN RESOURCES BEST PRACTICES

• Targeted Sourcing

• Well defined profiles

• Thorough Client-Centric Process

• Employee and School Referrals / Job Fairs

• Strategic Alliances with Academic Institutions

• Strong Inter-Departmental Involvement Between HR

and OPS

• Psychometric / Abilities Testing

• Criminal Background Checks

Recruitment and Hiring• Comfortable and Positive Contact Center

Environment

• Competitive Salary and Benefits

• Life and Medical Insurance

• Building and Strengthening Work Relationships through Team Building Activities

• Performance-Based Incentives / Bonuses

• Personal and Professional Development

• Goal setting / tracking

• Transportation Services

• Employee Recognition Programs

Employee Retention

TRAINING BEST PRACTICES

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Training Workshops / Continuing Education

Soft Skills Training Coaching to QualityProducts and Skills

Refresher / EnhancerManagement Development

Performance and Project Management

Career Skills

Skills Enhancement

PC Windows Office Other Technologies

Experienced Trainers

Train-The-Trainer Approach

Compliance Training

Client-Specific PCI-DSS TCPA

Customized Client, Program Specific and CSAT Skills Training

First Call Resolution

Comprehensive Orientation and Soft Skills Training

QUALITY ASSURANCE BEST PRACTICES

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Tested and Proven Quality Assurance Monitoring Procedures

Random QA Audits Regularly Scheduled QA Audits Immediate Coaching / FeedbackEffective Tracking of Results for

Continued Improvement

Establishing Most Effective Quality Monitoring Solution

Calibration Sessions with Clients

Crucial to Success Not Viewed as a Chore

Appropriate Spans of Control

Operations Management Supervisors QA Auditors Trainers

OPERATIONS BEST PRACICES

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• Specific teams and divisions

• Promotes core learning systems

• Cohesive dedicated environments

• Custom client management

• Customized operations manual/process

• Developed for each program / client

• Agent scorecards updated regularly

• Daily / weekly / monthly

• Drives behavior designed to provide top quality performance

• Immediate feedback and coaching sessions

• 90-day audit cycle for process and documentation

• Certification and process standards

• Planned communication strategy to maintain alignment

Dedicated Client Strategy: from the Executive Leadership team

to the Agents’Dedication to Operational Excellence

and Performance Improvement

TECHNOLOGY BEST PRACTICES

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• Top Grade ACD / Switching Systems

• IP Agents

• Soft phones

• Custom Reporting and Data Analytics

• Robust PBX / Dialers

• Best in Class IVR

• Best in Class Call Recording System

• E-Mail / Chat / Social Media Capabilities

• Network Security

• Anti-virus

• Robust firewall

• Prefer PCI-DSS certification

• Defined Disaster Recovery Methodology

• Critical equipment PBS

• Back-up generator

• Telecom redundancies

• Risk mitigation plans defined by client / program

(888) 510-8368

www.goldengatebpo.com

Outsourcing Redefined