06/17/2010 Slide 1

Introduction to KenCallApril 2010

About us

Eric Nesbitt, COO, Kenya

• Bachelor in Technology and

Management from Cranfield

University (UK)

• Former Managing Director of

Consolidated Warehouses Ltd.,

Foursquare Logistics Ltd.

• 12 years extensive leadership and

diverse entrepreneurial experience

Steve Liggins, CFO, USA

• MBA from London Business School

(UK), Bachelor from University of

New York (US)

• Retired Head of Bank One New York

Office

• 25 years banking industry experience

• 4 years experience in Kenya at First

Chicago (later First American) Bank

Roger Hunwicks, CIO, Kenya

• Bachelor in Mathematics from

Oxford University

• 16 Years of experience in the field of

Software Development, System

Adminstration and Network

Management

• Former Group Software Development

Manager at Software Technologies

Ltd

Nicolas Nesbitt, CEO, Kenya

• MBA from Stanford (US), Masters

and Bachelor from Dartmouth (US)

• Former Consultant of The Boston

Consulting Group

• Former Vice President Qwest

Communications - $1bn

responsibility

• Former Sales Executive at different

US companies

• Co-founder of Market Race LLC

The Management Team

KenCall Delivers a Comprehensive Set of Services

06/17/2010 Slide 4

Relationship Management

Call Center Services BPO

Customer Care Customer Activation Customer Retention Customer Acquisition Cross-selling/ Up selling

Inbound Sales Outbound Sales Customer service Tech support Help Desk support Lead generation Market surveys Incident Reporting

Voice Transcription Data entry Database clean up Word processing Email management

Key To Success Is Our Intense Focus On Managing The Basics...

06/17/2010 Slide 5

Recruiting Training and incubation Production management Quality monitoring

Redundancy IT support Network

monitoring Physical and

logical security

Business analysis

Reporting and escalation

On site client hosting

Constant reviews

QualityReliability FocusEffectivenessSpeed

Client ManagementInfrastructure Management

People Management

KenCall Staffs for Success

•Anglicized accents•High service oriented

culture

•All staff have university degrees or diploma level. •Multi cultural and multi lingual. •Technically capabilities. •Broad knowledge of international geography, history and culture

•Motivated employees, eager to learn•All employees expect to work hard. •Embedded in culture

.

•Positions are challenging

•Large labor pool and jobs are scarce• Extensive investment in education and training

Highly Educated Staff.

Pleasant PhoneEtiquette

High Retention Rates

Strong work Ethic

….and Recruits and Trains for Results

Recruitment Avenues Recruitment Profiling

On line web sitesOn campus interviewsReferral programsMedia help wanted adsTelephonic sales screeningIn person interviews

Diction, spelling and grammar Comprehension skills Accent clarity Idiomatic understanding Customer empathy/attitudeBackground checks (credit and criminal)

Two Weeks Generic Training

What is a call center and who is KenCall Technical skillsProduct skillsSales skillsCustomer service and phone etiquette skillsCampaign and client training

KenCall has State of the Art Facilities…

Capacity: 200 seatsExpandable to 600

Redundancy:2 back generators: FG Wilson, 24/7/365, 250 KVA 2 UPS systems: MGE Galaxy 3000 and 5000Multiple ISP providers and VOIP back up

Networking: Cisco

KenCall has a Rigorous Approach to Client Engagement

Detailed understanding of client GOALS and needs

Detailed understanding of current situation and GAP ANALYSIS

Detailed IMPLEMENTATIONRoles and Responsibilities Contracts Client transition timelines Levels of support, delivery models, SLA’sStaff selection, training and client orientation

Technology systems, databases and toolsData migration and security Process roll outsMetrics, measurements and reporting

Some of KenCall„s Clients Past and Present

www.kencall.comConfidential

...Strong Believers...

06/17/2010 Slide 11

April 2007,

Nairobi

Has received an

Equity investment from

...Received Powerful Endorsements...

06/17/2010 Slide 12

“KenCall is one of the reasons the Kenyan economy grew over 6% last year.”

Thomas Friedman (Author of “The World is Flat”) in New York Times

…Internationally Renowned Awards…

www.kencall.com

...And Attention From Leading Institutions Around The World

06/17/2010 Slide 14

• Harvard Professor Dan Isenberg spend extensive time in Nairobi to study the company.

• Case is now taught to second year students of the Harvard Business School MBA program in its International Entrepreneurship Class.

KenCall Is Ready To Help

06/17/2010 Slide 15

• Experienced and result-oriented management team

• Well documented and oiled processes

• State of the art facility and infrastructure

• Experienced recruiting, training and development

• Intense focus on customer satisfaction

• Successful and growing client relationships

06/17/2010 Slide 16

Additional services

Emergency Rapid Response Is A 5-Step Process

06/17/2010 Slide 17

Emergency Call Center24/7 response

AmbulanceDispatch

FeedbackFollow-up

“444“

1 3 52

Accident

Fire

Crime

Hospitalcommunication

4

Reporting

Marketing

Administration/Finance

6

7

8

First Call for Farmers

KenCall will collect and analyze data

Dispatch help/needs to targets

Farmer calls the helpline 0711 035 345, 0732 135 345, 020 6602 345

Agriculture Experts will receive call and respond to the farmer’s questions.

www.kencall.com

06/17/2010 Slide 19

My Kidney Call

Enquiries about kidney disease, dialysis, transplants etc?

CALL

Kenya Kidney

Foundation

Provide information

GIVE ADVICE

Advice on healthy eating etc which leads to healthier kidneys

First call for famine relief

NDOC intervened on 2nd of February

KenCall registered a dramatic fall in cases almost immediately

NDOC fed the info daily. Keen observation of trends, Mandera East Singled out

Mandera East Example

www.kencall.com

06/17/2010 Slide 21

Case Studies

What we Did for Them - A Case Study- UAP Insurance -

• Problem Statement

• UAP was struggling to sell a new annuity savings product through its traditional agent channels

• Its insurance agents were not actively selling the product, because it was too small in value

• UAP was trying to break into a new market segment

• UAP’s insurance agents were saying that the costs of sales were way too high given the returns

• What KenCall Provided

• 15 call center agents trained and taking calls within 14 days of contracting

• Operational - normal business working hours

• Set up appointments for sales people and verified the prospect customer’s willingness to meet

• Continuous, reliable and accurate reporting on traffic and subscriber behavior

• How UAP benefited

• Appointments which exceeded it expectations

• Increase in sales and revenue

• A reliable database of potential customers

• A world=-class service in-lien with its international brand

www.kencall.com

What we Did for Them - A Case Study- Diamond Trust Bank-

• Problem Statement• Diamond Trust Bank (DTB) was a new bank and wanted to create awareness

• Want to use direct marketing to reach potential customers and did not have the resources to do so at the time

• DTB was also trying to break into a new market segment

• What KenCall Provided• 5 trained call center agents

• Operational - normal business working hours

• Contact details for potential customers

• Technology to manage calendars for Sales agents

• How DTB benefited• Increase in awareness

• Better understanding of customers’ needs

• Good system of managing sales agents calendars

www.kencall.com

What we Did for Them - A Case Study- Dun & Bradstreet Financial Services -

• Problem Statement

• US banks had increased their requirements for database updates of their customers’ records

• US Internal Security department increased requirements for financial record keeping

• Indian contact centers (IBM) had too much of D&B’s work already; needed some rapid diversification

• Inherited Situation

• Over 300 BPO agents world wide

• 5 call centers in 3 countries

• Quality and ability to handle the volumes were dropping

• What KenCall Provided

• Over 60 trained agents within 120 days (6 week training class)

• 16 hour shifts, 5 days a week

• Reliable and stable staffing levels; insignificant attrition levels

• #1 in Qualityworldwide

• How D&B benefited

• Rapid increase in record handling capacity; KenCall staffing flexibility

• Reduced time spent on education, because of the low attrition

• Top Contact Center globally in quality

• Peace of Mindwww.kencall.com

What we Did for Them- Direct TV -

• KenCall worked with Digital Media Group, based in California on a number of projects from mid-2005 to end 2006. One of our most successful projects was Direct TV:

• What KenCall provided;

• Inbound sales support team of 12 agents, quality analyst and reporting team

• Outbound credit verification

• The team worked on a national campaign over a period of 5 months

• KenCall performed well meeting its SLA’s and daily sales targets

• Provided daily detailed analytical reports

What we Did for Them - EarthLink Inc. -

Problem Statement

• High volume of English calls coming into their call centers were not being answered

• Christmas and 2007 were expected to be large growth periods

• “India fatigue” setting in among their customers

Inherited Situation

• 3,500 call center agents world wide

• 13 call centers in 11 call center vendors

• Global call distribution IP network

What KenCall Provided

• 140 agents in rapid time

• 16 hour shifts, 7 days a week

• Reliable and stable communications network

• Put East Africa on the Outsourcing map

How EarthLink benefited

• Top performing agents and team leaders world wide

• KenCall’s training content and methodologies adopted world wide

• Top Contact Center globally in sales performance, 4 out of the 9 months of 2007

• Number #1 Quality call center

What We Did For Them - Tigo -

Problem Statement

• Tanzanian cell phone subscribers could not get through to the call center

• Tigo unaware 100,000+ agent calls available daily; less than 5% answered

• Tigo was losing revenue and customer loyalty

• Tigo did not have in-house capacity for more than 30 agents

• The competition had much better call centers

What KenCall Provided

• 90 agents trained and taking calls within 30 days of contracting

• 24x7 Operations

• Increased calls answered rate to 15% (limited by Tigo budgetary constraints)

• Reliable and stable international communications network

• Continuous, reliable and accurate reporting on traffic and subscriber behavior

How Tigo benefited

• Increase in revenue

• Reduced complaints and fewer fines from regulators

• Better understanding of customers’ needs

• Removed the “headache” of managing its staff 24x7

06/17/2010 Slide 28

Systems Profile

KenCall‟s InfrastructureGenerators

Generators: Two; with Failover

Gen1Manufacturer: FG WilsonType: Prime Unit - 24/7/365

Specs• 250kVA• 279 litres/ 73.7 Gallons• 16Hours Running Time Before Refill

Gen2Manufacturer: FG WilsonType: Prime Unit - 24/7/365

Specs• 250kVA• 279 litres/ 73.7 Gallons• 16Hours Running Time Before Refill

KenCall has Uninterrupted Power Supply

UPS Systems: TwoManufacturer: MGE Galaxy

Model: Galaxy 3000

Specs:50KVAUptime on Max load: 30 Mins

Model: Galaxy 5000

Specs:60KVAUptime on Max load: 45 Mins

PSTN Integration - International

• VOIP Calling

KenCallPSTN Integration – InternationalFactoring Redundancy

WAN Integration

06/17/2010 Slide 33

KenCallPSTN Integration

Local PSTN:

• Four Providers

International Provider:

• One

Redundancy:

• Commissioning a second provider soon

06/17/2010 Slide 34

Dialer Integration

06/17/2010 Slide 35

Dialer Capability & Capacity

06/17/2010 Slide 36

Dialers: TwoSystem Provider: Noble Systems

Features:• IVR• Skill Based Routing• Priority Routing• Hot Transfers• Conference• Predictive Dialing• Preview Dialing• BlendedDialing• Web Based Scripting• Voicemail• SMS capabilities• DNIS inbound routing• Agent remote monitoring• Agent coaching• CDR logging• Call Recording• Primary & Secondary

Capacity

Current Capacity:215 Seats

CTI:10 E1s (30*10=300) Simultaneous Calls

ExpandableSeats: 600

CTI:12 E1s (30*12=360) Simultaneous Calls

KenCall Building Facility

Current Capacity

• 215 Stations

Expandable

• 600 Stations

Redundancy

• Commission a second Facility

• In another location

06/17/2010 Slide 37

06/17/2010 Slide 38

KenCall Processes

KENCALL SOLUTIONS

KenCall is an internationally recognized Contact Center offering BPO services to a global clientele.

KenCall has built very successful relationships in the following sectors and will continue to grow its capabilities in additional arenas:

* Telecommunications

* Banking

* Credit reporting and management

* Medical

* Media

* Insurance

SERVICE SOLUTIONS

Contact Center

Inbound Customer Service

Outbound sales/support

Technical Support

Telemarketing

e-mail services

SMS/text services

Appointment Setting

IT support and helpdesk

Customer Relationship Management

Customer Care Services

Customer acquisition

Customer activation

Customer retention

Cross-selling

Market polling

Business Process

Outsourcing

Data transcription services

Customer Relationship

Management (CRM)

PHYSICAL & DIGITAL SECURITY

KenCall has invested heavily in systems and processes that guarantee integrity and security of all data.

Data access protocol management is a key strength of KenCall’s operations.

RESTRICTED

ACCESS

• Security controlled access points.

• Biometric controlled access to call centre.

CONTROLLED

ACCESS

• User-specific work station login ID.

• Active directory with rights controlled access of data.

DEFINED

ACCESS

• Mac address filtering.

• VPN connection.

REPORTING & ANALYSIS

KenCall’s Analysis and Reporting team provides clients with visibility into what is happening with their customers every day.

KenCall appreciates the significance and importance of such a role and therefore provides as much detail and interpretation as the client can handle, as frequently as needed.

DATA CAPTURE

DATA REPORTING

DATA ANALYSIS

DAILY

WEEKLY

MONTHLY

RECRUITMENT

KenCall has invested in talent screening processes that ensure its entry level staff are fresh graduates from universities and accredited colleges recruited for their energy, enthusiasm and leadership potential.

Background checks are run including the requirement that all employees must provide a Certificate of Good Conduct that is processed by the Criminal Investigation Department (Kenya Police).

Planning

Recruiting

Selecting

TRAINING

Effectiveness in our ability to accurately convey the client’s brand, products and service expectations to the full complement of staff servicing the client’s account – is important.

KenCall and the client jointly develop the training programs for the staff and where such programs exist, KenCall always encourages train-the-trainer sessions for its in-house trainers.

GENERIC TRAININGPRODUCT TRAINING

QUALITY TRAININGON-THE-FLOOR

TRAINING

Customer Service

Representatives

QUALITY ASSURANCE

QUALITY ANALYSTPERFORMANCE DEVELOPMENT COACH

•Real-time assistance to agents.

•High service levels throughout.

LIVE ANALYSIS

• In-depth analysis of quality of service.

•Service level improvement feedback.

POST ANALYSIS

Developing

•One on one feedback sessions with agents.

•Product information

Monitoring

•Assist agent develop performance goals.

•Ensure agent pursues those goals.

Motivating

•High performance coaching

•Performance improvement coaching

PERFORMANCE AUDITING

Performance Development

Performance Improvement

Performance Management

CUSTOMER EXPERIENCE

KenCall works closely with the client to listen to what their customer is saying.

We believe in getting it right the first time and that the best way to do this is to listen to the customer from the onset.

LISTENING TO THE

CUSTOMER

SERVING THE

CUSTOMER

HAPPY CUSTOMER

INFRASTRUCTURE

Kencall has built network redundancy and internal resiliency into its fiber and VSAT infrastructure to ensure uninterrupted business continuity

Its network design and configuration allow KenCall to increase its operational capacity on short notice.

To guarantee uptime, KenCall has a network of meshed circuits with several global telecommunications providers.

KenCall

Fiber optic

Cisco and Microsoft

certified IT engineers

Internal resiliency

Network redundanc

y