A New Kind of Partnership

Company Overview

Who is NETCAST BPO?

► Founded in 2011, Privately owned.► Global cutting-edge provider of BPO Services. Delivering call center

solutions for inbound, outbound, email, chat and back office services.

► Domestically, we utilize successful, driven bilingual professionals for customer interface.

► Offshore we utilize articulate multi-lingual college graduates for customer interface.

► We combine top talent with state of the art technology and telecom platforms.

► NETCAST management has over 100 years combined call center operations experience held by company leadership

► Proactive Engagement Business Model► Robust Call Center Technology Infrastructure► Proven track record of delivering Best-in-Class results against competitors

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Our Global Presence

United States

CaliforniaSan Marcos – 435 seats Los Angeles – Telco Hub

NevadaLas Vegas – Sales & Marketing

Data Center

Offshore – Asia

PhilippinesPampanga - 350 seatsAddtl 1,000 seats under constructions (avail. May ‘14)

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Most providers want you to fit into their shape or accept the way they do things.

NETCAST will fit the way YOU want business done!

Because we fit what YOU need!Proven experience delivering exactly what you and your customers want!

Why Netcast?

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Our Industry Expertise

• A team of experts in the fields of technology, client management and operational delivery.

• A wealth of talent representing over 100+ years experience creating customized software solutions, cost effective contact management, customer service and sales delivery solutions.

• A solution for your current challenges. Leveraging the team’s talents we are able to create a unique solution, tailor made for your service initiatives. Such as: Driving operational efficiencies through technology, staffing and

cost effective offshore services Seasonal support for campaigns, peak periods and special projects Automated solutions to address customer wait times and client

performance management oversight Web support services via email and chat to address peak

season demands with web traffic inquiries

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Our Core Services & Clients

► Customer Service

► Sales

► Email/Chat

► Social Media Support

► Cross Sell / Up Sell

► Lead Generation

► Retention

► Warm Welcome

► Technical Support

► Help Desk

► Catalog

► Direct Response TV

► Logistics

► BPO

► Data Entry

► Fulfillment

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NETCAST Industry Affiliations

The ERA (Electronic Retailing Association) is the recognized industry association for the direct response television and direct-to-consumer marketplace.

NETCAST’s leadership hold active roles within PACE (Professional Association for Customer Engagement) for over a decade. PACE is an industry leading association focused on the needs of the contact center and the enhancement of customer engagement globally.

The Outsourcing Institute is the leading benchmarking and best practice sharing organization related to the outsourcing community. NETCAST’s leadership has partnered, contributed and benchmarked with OI for over 10 years.

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Talent Acquisition and Retention

Recruiting Key recruiting relationships

Management talent Licensed staff

Local advertising and community referrals

Multiple Colleges in close proximity to to center

Focus on experienced talent, but have ability to train and develop those without experience

Retention Promote from within Training opportunities

On the job training Certified advanced training

Development opportunities Leadership seminars OIC

VOC Committee Family Support Full and Part time options

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PerformTrain/Certify

Evaluate/Feedback

Recruit

Performance Feedback to Recruiting & Training

Active Performance Management

Implement & ShareMethodologies

Utilize & Create Best of Breed

Methodsof Improvement

• Work/with (side by side)

• Tape Evaluation• QA Score• One on One

• Calibration• Boot Camp• Mentor and Roleplay

• Re-Certify• Document

Continuous Improvement Process

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Infrastructure Highlights

Technology as a Competitive Edge

• 24/7/365 US-based nerve center.

• 100% IP based.

• Compression & SIP switching

• Server & Network farm.

• Trouble shooting & SOP solutions.

• Disaster Recovery Plans in place.

• Flexibility and out of the box solutions

• Speed of development and deployment

• Robust systems and reporting; providing critical

information and the “results that matter” to your

business

• Unique Software Technology:

User friendly for Filipino and US CSR’s.

Includes CTI, voice recording, extensive

reporting capability etc.

Netcast Network Operations CenterSan Marcos, CA

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Technology-Telephone Platform

• Telecom node in 1 Wilshire Blvd, Los Angeles

• Inbound capacity with all major carriers including AT&T, Verizon, Level3 and Qwest

• CRM platform leverages the Five9 unified solution providing:

• Highly scalable, multichannel contact center solution

• Incorporates all hardware and software to provide full phone switch as well as CRM software across all channels

• Queuing and routing of traditional inbound and outbound phone calls as well as email, chat, fax and web callback requests

• Enables organizations to communicate more effectively with their customers

• Provides blended predictive and preview dialing, IVR and call recording

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Inbound and Outbound Capacity

Inbound Outbound

Dual 100mb fiber IPLs from multiple carriers using different routes from LA to Philippines.

Dual 50mb point to point lines from LA to San Marcos, CA

Call prompting available Call recording via Five9 to record,

retain, and retrieve calls Integrated CTI allows desktops to

pop screens, know when calls begin/end and supplement client systems

Web based Click to Call to instantly create a call to customer while still on website

Configured to dial in preview or predictive mode

Used for B2C and B2B campaigns Compliant with ALL FTC

requirements:• TSR and compliance options:

FTC safe harbor call logging, caller ID, state and national Do Not Call lists and others

Patented predictive algorithm… drive stage based predicting for better granularity and agent utilization Flexible call back scheduling

customizable to specific time zones

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Online Support

Email Support Chat Support

Mailflow Email Support:Integrated with phone switch, browser based Email response systemAllows us to answer customer inquiries quickly and efficientlyPromotes accurate responses, Every email is spell checked before it’s sent outContains routing and workflow processingUtilizes a library of standard responses Able to create blended jobs containing Inbound/Outbound calls with Email response when agents are availableComprehensive reporting and analysisAccess to customer contact historyRobust securityIntegrated logging and alerting

Web-based chat: Real-time communications between a customer and agent.

Intelligent chat: Customer key word matches automated response.

Share web pages (co-browsing) Push a predefined or unique URL. Ability to select predefined response

templates

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• Call sourcing – extensive, highly accurate algorithm

• Automatic Fulfillment file generation and transfer to most US based fulfillment houses

• Media reporting-supports formats used by most large US based media companies

• Real time credit card authorization with Authorize.net - others can be added

• Extensive exception reporting• Agent productivity analysis:

• Number of calls, orders, saves, save rates, save reason codes, attrition rates and attrition reason codes, and non-sales dispositions

Scripting & Performance Mgmt Systems

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• Records 100% of calls and retains for 25 months (can extend if required)

• Service performance monitoring – Calibration sessions

• Ability to monitor live calls

Recording & Monitoring

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Redundancy and Contingency Plans

• Full disaster recovery plan in place• Fully redundant telecom, data network,

power infrastructure• All servers backed up daily• Desktops are imaged and can be rebuilt in

minutes• Centers have full UPS power backup plus

commercial generators• Generator has sufficient fuel reserves to

self-manufacture electricity for 30 days.• Responsive Technical staff in place and

trained for any issues 7x24x365

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Data & Physical SecurityPCI DSS Level 1 Certified

Data Security

•Confidential data handled by employees designated with approved access having undergone background checks and signed non-disclosure agreements•Servers segregated based on roles, unnecessary services disabled, AV Definitions pushed automatically each day.•PC workstations updated with latest OS patches, unnecessary services disabled, locked down by policy at the domain level. AV Definitions pushed automatically daily.•Comprehensive password content/change procedures in place and enforced.•PCI Level 1 Certification – Crimson Assoc.•File Transfer – SFTP (secure FTP)•NETCAST maintains a Clean Desk and Clear Screen Policy Site Security

• Guards posted at critical access areas• Centralized access control – using biometrics

and/or keycard• CCTV in place and monitored• Visitors are checked, verified, justified and

escorted• Company issued picture ID badges must be worn

at all times• Extensive employee background checks

performed

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• A team of experts in the fields of call center management, technology, client management and operational delivery.

• A wealth of talent representing over 100+ years of call center, customer service and sales delivery solutions.

• Leveraging our team’s talents, we are able to create a unique solution, tailor made for your dynamic business needs.

• If you…• Require more capacity for contact handling• Seek to reduce operating costs• Look to enhance CSAT/NPS scores• Desire increased revenue and service performance• Want a partner that listens and works with you to develop

the best solution for your business

We have a solution for you!

The Netcast Value Proposition

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Thank You for Considering NETCAST

Is it time to chat?

Fred ShaddingSVP, Business Development

301-537-1528fshadding@netcastbpo.com