Sixty K Ltd. (60K) is the newest and fastest growing business process and contact centre outsourcing company in Bulgaria. The current contact centre has over 400 seats and is expanding. 60K offers a wide range of solutions specially tailored to suit our customers’ needs.

1. Who are we and how we can deliver
World class Customer Service at a price
you just won’t believe
www.60k.bg

2. Mission Statement
"60K promises you innovation and service excellence from
a company you can trust.
Our quality policy is to provide only the most reliable,
responsive and cost-effective
products and services that meet or
exceed customer expectations.
We are committed to operational excellence,
reliable service levels and believe
in prompt, courteous and effective
customer representation"

3. Introduction
Benefits of partnering with 60K include:
Seamless
Continual Migration Increased Increased
Continual KPI Increased
Customer leading to ration of staff Customer
Operational Sales
Service Improvements increased to customers Retention
Improvements
market share

4. Recognition
60K won the gold medal in the Contact Center World Awards
ContactCenterWorld.com organized a Contact Centre Industry Awards
program, for the Top Ranking Performers. These prestigious awards recognize
the very best in the contact center industry from all over the world.
Samuil Filipov and Kaloyan Valev - the chosen finalists from 60K, performed
admirably at the regional finals. They were finalists in the 'Best Contact
Centre agent' and the 'Best Contact Centre Supervisor' categories.
Samuil successfully passed the first round of the selection process and
competed with the best in his category for the title Best Customer Service
agent in the world.
The global competition took place in Las Vegas where Samuil proved once
again his competency and experience, and triumphed winning the gold
medal!
Broadband Customer Ratings 2008 by “ThinkBroadband.com”
Category „Major Broadband Internet Providers”:
• Our client came on top of Virgin, AOL, BT, BT Yahoo, Demon,
Orange, PIPEX, Plusnet, Sky, Talk Talk and Zen
• Our Client (60K) – quality of service 71%; reliability 70%
• O2 – quality of service 79%; reliability 72%

5. Recognition
UK internet service providers customer service ratings ’08 by “Which?” magazine
•Our client (60K) - rated 5 stars
•O2 – rated 5 stars
•Our client came on top of Virgin, AOL, BT, BT Yahoo, Demon, Orange, PIPEX, Plusnet, Sky,
Talk Talk and Zen
Our Client
PC Advisor” ISP Awards 2009
• O2 – “Best Buy” Award
• Our client (60K) –
“Recommended”
Award
Progress:
1.ISO 11801 Class E Channel Acquired
Certified by Reichle & De Massari AG
2. ISO 9001-2008 preliminary audit passed
3. ISO 9001-2008 to be awarded March 2010.

6. Recognition
Broadband Customer Ratings 2009 by “ThinkBroadband.com”
Category „Large Internet Service Providers”:
For second consecutive year our client came on top of competitors
such as: Sky Broadband, Virgin Media, BT Broadband, AOL, Orange
& Tiscali
ISP Customer Service Reliability
O2
Winner 75% (18,182) 68% (19,515)
Broadband
O2 Broadband (large
ISP) Our
71% (6,651) 69% (7,359)
AAISP (niche ISP) Client
PlusNet 66% (9,723) 66% (10,682)
Sky
51% (22,772) 59% (24,651)
Runner-up: Broadband
Our Client (large ISP) Virgin
Zen Internet (niche ISP) 48% (55,664) 57% (59,105)
Media
TalkTalk 45% (19,753) 50% (21,419)
BT
42% (49,295) 52% (53,231)
Broadband
2nd Runner-up:
Tiscali 36% (17,011) 48% (18,756)
PlusNet (large ISP)
IDNet (niche ISP) AOL 36% (13,189) 41% (13,978)
Orange 34% (16,820) 43% (18,109)

7. Recognition
Our Client
Average User Rating:
Speed:
Customer Support:
Reliability:
Value for Money:
Overall:

8. Priorities
High level of Quality of Service (QoS)
- Based on High level of Agent Education & Training
Competitive Operational Expenses
- Low Labor Costs
Flexibility to adapt to client’s requirements
- High level of IT Infrastructure & Skills to develop Call Centre
Applications and Customer & Telecom Integration
Western Culture and Linguistic Skills
- Near-Shore” as opposed to “Off-Shore”

9. Why Bulgaria?
Part of the European Union
Centre of political and economic stability in South East Europe
High Level of education – Technical & Business
Strong pro-business economic and fiscal policy
Low Income Tax (10%)
Excellent language capabilities – English and other foreign languages
often at or near native speakers
Cost effective – less call handling & labour costs

10. Services we provide
60K offers a wide range of contact solutions custom designed to meet
a variety of customer requirements across a wide range of industries.
Customer service and quality management are held as the ultimate
competitive advantage for a successful business and are two of the key
factors we use when working with our Clients to develop the services
that they require to satisfy their business needs.
60K works with their clients building clear specifications, definitions of
service expectations and quality measurements to ensure the
performance of the desired service meets with the Clients
expectations.
These elements are encompassed into a contract that defines agreed
performance with set indicators and service levels that satisfies both
parties, and are regularly measured and discussed with Clients.

11. Services we provide
• Information Enquiry • Telesales • Remote Help Desk Support
• Lead Qualification • Appointment settings • Help Desk Expert for Customer
• Payment collection • Lead Generation / Qualification Service
• Travel Booking • Phone Sales • Problem Tracking
• Charge back Handling • Seminar Registration • Call/Request Tracking
• Ticketing Sales Subscriptions • Surveys • Support Resource Management
• Fund raising • Direct Mail Follow-up
• Insurance Claims Processing • Trade Show Follow-up
• Product Recall Management • Fundraising
• Appointment Setting • Market Research
• Registration of Event and Trade • Recruiting
show participants • Prospecting
and prospects. • Up-Selling / Cross-Selling
• Warranty Registration • B2B or B2C Product/Service
• Job Dispatch Selling

12. Linguistics – a shrinking
world!
Linguistic skill is a pre-requisite for staff selection;
most agents are fluent in English. Those working in
other languages are often native or near native in
those languages: Spanish, German, Italian, French,
Swedish & Russian to name but a few.
Links with 21 language schools, Sofia University and
other institutions with 10,000 students studying
foreign languages.
A majority of 60K staff are college graduates or
university students.

13. Language Support
Database of 700 people and growing with both
technical knowledge and foreign languages .
English
Spanish
Currently Supported Languages
French
Available Languages
German
Italian
Hungarian
Portuguese
Czech
Estonian
Slovak
Arabic
Polish
Bulgarian
Russian Finnish
Hindi Dutch
Greek Swedish
Turkish
Serbian

14. Recruitment – our
staff are your staff!
Our employees are recruited through partnership with language
schools, Universities, and our own databases with pre-interviewed
applicants.
All prospective employees are vetted to ensure than they have no
criminal records. References are always checked for accuracy.
Candidates are initially tested for communication skills by telephone,
with skilled linguists testing their language capabilities .
Secondly we personally evaluate candidates for customer service
attitude and skills. Our employees must represent our Customers’
business and company with pride and professionalism.
Next, we test for analytical and problem solving as well as knowledge
needed in the Customer’s requirements.
Finally we look for adaptability and team spirit as maintaining an open
culture is extremely important to 60k Ltd .
We work closely with our clients to ensure that they are satisfied with the staff
allocated to their Service, this often involves with successful candidates being
vetted by client organizations as a further step .

15. Account Management
At 60k Ltd we see ourselves as an extension of our
Client’s business and our staff are trained to represent
our clients in a professional and caring manner.
We allocate an Key Account Manager and Deputy
Account Manager to each of our clients either fully
dedicated or restrict the number of accounts under
their control to a maximum of 2 as the client wishes.
Both the KAM & DAM are available 24/7 and will
respond to our clients within 1-3 hours of initial
contact depending upon agreed severity levels.

16. Implementation –
smooth and seamless
A dedicated project team will be set up to ensure a
problem free transition from your current
operation- either internal or external.
The team will consist of the following:
Call Centre Manager
Facilities Manager IT Manager
Key Account manager
IT/Network support HR Specialist
Supervisors
Training/Q&A Specialist Team Leaders

17. Implementation –
structured and controlled
The Implementation Plan will consist of the following
with Client sign off at each stage of implementation:
• Recruitment plan • Disaster recovery plan
60K 60K
• Staffing plan – shift patterns etc. • Call routing plans
60K 60K
• Organisational structure • Call modelling
60K 60K
• Training plan – initial & continuous • Call migration plan
60K 60K
• Reporting Plan – type, frequency
• Plan of call centre layout
60K 60K etc.
• IT Systems and network plan • Communication and feedback plan
60K 60K

18. Premises
60k operates from its own fully secure building in Sofia (125 Kliment
Ohridski boulevard) . It has a fully installed capability of 400 + agent seats.
Security in our building is most important and it is assured with electronic
Access Control, internal and external cameras, and around the clock
physical security. 60K is the ONLY occupant of our premises and all
telecoms and redundant systems serve only 60K.
State of the art active equipment connected to agents working stations
with 47 km of fiber and cabling. Three telecom suppliers each with
independent fiber to the building ensure the quality of our services with
very high capacity.
We believe that the better the working environment is, the better the
results of our people will be. That is why we put a lot of effort into creating
a call centre caring spirit and additional conveniences like our beautiful
roof terrace, the free bus & parking, and the on-site subsidized restaurant.

19. Table of Contents
Call handling Stats
Typical Projects KPI Performance
60k Initiatives
Financial Client Case Study
Inbound Sales
Outbound Sales
Retention: Results

20. Call handling Stats
*Exceeding contract requirements with the exception of January start up

21. Typical Projects KPI
Performance
Client’s major
releases
* Average Processing Time

22. 60k Initiatives
• 60k designed and implemented call queuing software which led to 15% overall increase in Customer
satisfaction and removal of peaks in call volumes.
• New effective rewards programs were implemented within all different teams; special motivations for
sales agents
Target
1:1500

23. Financial Client Case Study
Call Center Migration
The Client decided to
transfer their call centre
because of number of
reasons such as low service
levels and high prices. In 1
year we managed to:
1. Increase the numbers
of employees from 35
to 80.
2. Hit and exceeded every
KPI and SLA set by the
Client.
3. Saved the Client $250k
from fraudulent
transactions.
4. Increased the Client’s
business by 23%.

24. Inbound Sales
Sales Success Rate
In August 2009 60k implemented a new bonus scheme together
with new team structure in order to increase the occupancy rate of
staff and the sales results.

25. Outbound Sales
In one year specialists currently working in 60k managed to improve our Client’s performance by
almost 13%.
Currently we are in negotiations to take over their complete sales and customer support operations
starting January 2010.

26. Retention: Results
60k Retention
Initiatives In October 2008
Commenced retention team was build
up from CSR chosen
from the current staff,
i.e. qualified and
especially trained to
retain customers.
In the next few months
we realised a significant
increase in people that
we managed to retain
for Our Client.

27. Contact Information
Jonathan Gladwish /CEO/
• E-mail: jon.gladwish@60k.bg LinkedIn Profile: HERE
• Phone: +359 2 462 0000
Ivan Ivanov /COO/
• E-mail: ivan.ivanov@60k.bg LinkedIn Profile: HERE
• Phone: +359 2 462 0001
Ivan Beshev /Head of Business Development/
• E-mail: ivan.beshev@60k.bg LinkedIn Profile: HERE
• Phone: +359 2 462 0002