Teleiman Corporate Profile

Rapid, Intelligent Customer Engagement

TELEIMAN CONFIDENTIAL – 2014

Teleiman for Maximum ROI

We increase your telemarketing ROI, letting you focus more time and money on your core business.


Who we are … what we do

At Teleiman, we deliver maximum telemarketing ROI through strategic leadership; continuous quality and process control; reliable, world-class technology; and elite Filipino contact center staff.

Our leadership team has more than 60 years of combined, global contact center industry experience.


Over the last four years, we have leveraged that know-how to establish ourselves as a top-performing contact center company. Our most-noted area of excellence is landing page conversions.

In fact, our trainers and leaders are sought out by other call center companies for consulting and training at all levels.

Atlantic Coast Media Group, our largest DR client

Teleiman is the Ultimate DR call center company for anyone who is looking to improve results on their current DR (direct response) campaign. We have been working with the team of Teleiman for over three years now and can say in all sincerity, they are some of the best we’ve ever worked within call center organizations. They know how to find, train, align, motivate, and inspire a team. They know how to set stretch goals and deliver steady measurable improvement. They are a results oriented company who believes in “walking the talk” and “delivering on what they say.” We would recommend Teleiman to anyone who wants to ensure the success of their product and their campaign. — Andrew Surwillo, Managing Member, Atlantic Coast Media Group

Teleiman has been instrumental in the success of the web/ IVR partials campaign. Their performance is predictable and consistent (something lacking in other service providers we’ve used previously). — Thomas Shipley, CEO, Atlantic Coast Media Group


Immediate outsourcing benefits

• Increase Efficiency – Investing in in-house staff and equipment can be inefficient. We provide economy of scale for increased profits, as well as new, best-in-breed practices to increase results.

• Reduce Labor Cost – Hiring, training, and supporting staff takes precious money and time –non-billable time. Outsourcing lets you refocus your resources for maximum ROI.

• Focus on Your Core Business – Every business has limited resources. Outsourcing gives you more time to focus on serving your customers, generating income, and growing your business.

• Control Capital Cost – Outsourcing with Teleimanconverts fixed costs into variable costs, releasing capital for investment into revenue-producing activities.


Teleiman for Comprehensive Services

We offer a full range of telemarketing and customer services, including voice and non-voice services, tailored for various industries.


Services we deliver


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dVoice Non-VoiceCustomer Service Email Support

Help Desk Support Email Marketing

Web/IVR Partials Email Management

Telemarketing Live Web Chat

Product Promotion Data Processing

Lead Generation Online Payment Processing

Appointment Scheduling Online Order Processing

Win-back Campaigns Claims Processing

Surveys Refund Processing

Cross-selling Loyalty Programs

Upselling Web Marketing

Lead Qualification Landing Page Campaigns

Data Verification Search Engine Optimization (SEO)

Retention Programs Social Media Marketing

Loyalty Programs Shared Services

Accounts Receivable Management (ARM)

Collections

Multilanguage capability – English, Spanish and 6 other languages

Industries we have served


Banking & FinancialServices

MortgageRetailLoan Servicing

Telecommunications

Technical Help Desk Payments & BillingTechnical SupportComplaint Resolution

eCommerce

Order ProcessingProduct CataloguingOnline Product SupportOrder Tracking

Health Care

Plan BuildingClaims Pre-adjudicationClaims AdjudicationMember Calls

Travel & Leisure

Online TicketingReservation ManagementCustomer CareRefund Processing

Shared Services

Recruitment & Human Resources (HR)IT SupportFinance & AccountingWorkforce Management (WFM)

Landing Page Campaigns – Our Specialty


GetKeranique.com

Hydroxatonetrial.com

Our agents call back qualified prospects within 10 minutes of form submission,

increasing sales exponentially.

Companies that try to contact potential customers within an hour of receiving queries are nearly 7 times as likely to have meaningful conversations with key decision makers as firms that try to contact prospects even an hour later. Yet only 37% of companies respond to queries within an hour. — Harvard Business Review

Teleiman for an Elite Team

Our experienced leadership leverages intelligent strategy, top people, and best-practice training and quality processes for outstanding results.


Leadership team – 60 years of global experience

Our leadership team has a combined 60 years of strong multinational, cross-functional, domain, and subject matter expertise in the contact center industry:

• Clients in the USA, UK, Australia, Canada, India, and the Philippines

• Experience in direct response, call center sales, upselling, cross-selling, consulting, and business process outsourcing

• Most team members worked for Discover Financial Services through a third-party, Filipino vendor.


Leadership team – key executives

Robb Auber, CEO— Analytical, goal-focused, and results-oriented, Robb has more than 15 years of experience in structuring high-performing call centers, developing BPO models, streamlining processes, and implementing supporting technologies to reduce expenditures, boost productivity, and increase profits. He has a flair for adapting quickly to dynamic business environments/processes, adopting a pragmatic approach toward improvising solutions to complex business issues.


Brant Sawyers, U.S. Director of Operations — Service-focused, profit-driven, and people-oriented, Brant has more than 10 years of experience in overseeing, managing, and directing operations, fostering teamwork, creating strategies, and supporting sales efforts for large clients/organizations. He efficiently develops, leads, and maintains effective team and interpersonal relationships across a broad range of people and groups.

Leadership team – key executives

Via Nicolas, SVP Operations — An astute professional with more than 10 years of progressive call center experience, Via knows inbound and outbound sales, customer service, and operations. She is a keen strategist with expertise in managing entire operations with focus on profitability and resource optimization. She is fluent in developing and streamlining systems to enhance operational effectiveness and meet operational goals within cost, time, and quality parameters.


Carol Eran, Director of Quality and Training — With more than 15 years expertise in account management, production, and quality assurance, Carol has a unique ability to build high performing, high morale teams with minimal turnover. She has a penchant for developing strong customer and employee relationships, leading to improved retention, attendance, and increased business productivity and profitability. She is skilled at gathering, analyzing, and reporting on quality data, then translating it into actionable initiatives or quality programs.

Planning for your success


ProjectPlanning

• Delivering full compliance and enhanced performance from the beginning

• Providing detailed planning and attention during transition

• Planning for every facet of transition implementation

• Reporting across all touch points during implementation and afterward

Data Mapping

• Determining database requirements: size, layout, and accessibility

• Customizing existing Teleiman systems to meet client requirements for retrieving individual records and analytical reporting

• Anticipating forward requirements for data warehousing and retrieval methodology

KPI Analysis

• Defining analytical reporting methods for each key performance indicator (KPI)

• Developing specialized training and compliance agreements for all service staff

• Implementing full-disclosure reporting, ensuring every level of the organization is accountable and clearly understands what must be achieved and what is being delivered

Offering only the most professional agents

At our Manila call center, American managers hire only the top 8% of candidates. And new agents receive about a month of training before speaking to customers.


You don't get a second chance to make a first impression. — Jerry Bruckner

In addition, all agents are trained specifically for the client accounts they serve and receive ongoing training, quality feedback, and mentoring.

Our clients also can personally screen all agents we recommend to serve their accounts, assuring our clients that the agents have the language, interpersonal, and other skills they want in a company representative.

Selecting the right people


Document Review

100%

Phone/In-Person Interview

38%

Account-specific Examinations & Testing

21%

Check Typing Speed Test (Alpha & Numeric) Active Listening Test • Phone Role‐Play (Customized)

Language Proficiency Test

16%

Final/Panel Interview

11%

Physical ExaminationBackground Check

Hiring Rate

8%

Training our agents to excel


InductionSoft Skills & Preprocess

Process Training Nesting Mentoring

• Teleiman Overview• Call Center Industry

Overview• Client Profile• Quality Norms• Business

Communication• Skill Enhancement

Exercises• Typing• Situation Reaction

Tests

• Work Place Ethics• Organizational

Philosophy• Insight ‐ Client Country

Culture• 4C’s• Cultural Differences• Customer Service

Basics• Web Navigation• TCPA• KPI orientation

• Client Orientation• Product Services• Systems Training• Applications Training• Knowledge Tools

Training• Country & State

Mandates

• 100% Quality Monitoring

• Floor Support• Mentoring

• Analysis & Feedback

2 Days 2 Weeks 1-3 Weeks 1-4 Weeks Ongoing

Holistic End-to-End Training

Performing continuous quality assurance (QA)


Teleiman is committed to ensuring that each of your customers has a first-class interaction with your company's face – our agents. Our integrated quality assurance process makes this happen.

We use tried-and-true internal evaluation, instruction, and coaching methods, integrating them with metrics analysis to objectively measure agent performance and improve future performance.

Quality assessments focus on at least four key areas:

1. Greeting2. Presentation skills3. Call management4. Call closing

Depending on your needs, we can also evaluate other areas, such as script adherence and product knowledge.

Our managers, QA team and agents work closely with your company's team in an ongoing feedback loop, continuously raising the quality of your customer's interactions.

Integrating QA tools and processes

• Quality Evaluations• Inbound/Outbound/Email/Chat

• Coaching and Feedback• Behaviors

• Performance Management• Training Need Analysis

• Quality Certification Program• Roles and Responsibilities

• Quality Tools – Value Adds/Offerings• Online – Monitoring System (O‐ MS)• Online – Performance Assessment Tool

(O‐PAT)• Knowledge Information Management

System (KIMS)• Online Recruitment Assessment Tool


Evaluation

Feedback & Coaching

Training

Calibrating our agents for reliable quality


Call CalibrationSessions

Team Leaders

Trainers

Customer’s Key

Personnel

Quality Calibration

Team

Operations Director

Client Services

Team

Operations Manager

Quality Calibration

Sessions

Quality Monitoring

Scores

Customer Satisfaction Survey Data

Agents

Calibrated Quality

Results

Contracting top compliance auditing/assessment

Teleiman contract’s with CompliancePoint, an industry leader in compliance assessment, ensuring that our compliance program follows best practices and is operating effectively, reducing your company’s liability risk.


CompliancePoint’s Four-Step Auditing Process:

1. Define the audit objectives and deliverables.2. Evaluate all aspects of your outbound consumer marketing campaigns as they relate to

relevant regulatory compliance legislation.• Review your current compliance documentation and audit trails.• Examine your procedures and policies.• Study your data collection, data distribution and data archiving methods.• Determine if exemptions are properly applied.

3. Deliver a detailed report along with recommendations for any corrective actions.4. Provide operational guidelines for ongoing regulatory compliance.

Teleiman for World-Class Technology and Facilities

Our U.S. and Manila facilities and systems are integrated with the finest networking, data, and call center technology for superior performance ,

security, and reliability.


3 premium Manila call centers

• Features:• 1500 enabled workstations• Full predictive, manual, and

call-management capability• Cutting-edge technology• Continuous R&D

• Reliability:• PCI compliant• Comprehensive disaster recovery systems• 100% power backup

• Extras:• Close to amenities and transportation• PEZA (Philippine Economic Zone Authority)

support• HR support


https://www.pcisecuritystandards.org/

http://www.peza.gov.ph/index.php?option=com_content&view=article&id=99&Itemid=53

Robust georedundant network architecture

• Scalable, reliable architecture• Made from world-class technology• Georedundant – PoP’s in Los Angeles and U.S.

East Coast• All connectivity requirements supported, from

ISDN PRI to SIP trunks


Best-in-class communications infrastructure

S8800 CM5 System

• Interoperability standards: SIP H.323, H.248, QoS, DiffServ, via controlling server and gateway: H.323, H.320 MMCH

• Fully redundant S8800 servers in duplex configuration• Supports all trunk configurations (analog, ISDN BRI/PRI, T1/E1, ATM, H.323 or SIP over IP)

• Manual, preview, progressive or power, and predictive dialling• Optional message playback for answering machines• Nuisances percentages observed and logged for compliance• UK: Ofcom / TPS compliance• US: FCC / DNC playback compliance


Best-in-class communications infrastructure

IntelliScrub™ (Intelligent list scrubbing engine created for DNCScrub™)

• Engine utilizes Smart Sniffer™ technology to automatically process files.

• Users upload files via web interface or FTP, or integrate using web service API in anycommon data format.

• System automatically finds telephone numbers within a file and scrubs them based on theparameters set for that campaign.

• IntelliScrub™ maximizes the number of telephone numbers retained in the calling list,applying exemptions, such as existing business relationship rules and any state-specific rulesthat may be advantageous.


Intelligent systems integration


Comprehensive data security

• Confidential data is only handled by employees designated with approved access, having undergone background checks and signed non-disclosure agreements.

• Servers are segregated based on roles, unnecessary services are disabled, and AV definitions are pushed automatically each day.


• PC workstations are updated with latest OS patches, unnecessary services are disabled and locked down by policy at the domain level, and AV definitions are pushed automatically daily.

• Comprehensive password content/change procedures are in place and enforced.

• All procedures and policies have PCI Level Certification.

• All file transfers use SFTP (secure FTP) protocols.

• Clean Desk and Clear Screen Policies are maintained and enforced.

Robust site security

• Guards posted at critical access areas.

• Centralized access control using biometrics and/or keycard.

• CCTV in place and monitored.

• All visitors are checked, verified, justified, and escorted.

• Company issued picture ID badges must be worn at all times.

• Extensive employee background checks performed.


Teleiman – Ready for Business


I hope this presentation has answered your key questions and provided a thorough overview of how we can help your company achieve greater success.

I look forward to speaking with you again soon to plan your transition to outsourced customer contact with Teleiman. Let’s set up an appointment and get started.

Regards,Robb Auber, CEO+001 7405791793

[email protected]

mailto:[email protected]

Email

[email protected]

[email protected]

Mobile

+001 7405791793

+639 175623841

Title

CEO

SVP Operations

Name

Robb Auber

Via Nicolas


Rapid, Intelligent Customer Engagement



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