Contact Management is our excellence. We leverage the Contact Management from Automation to Operation; our Business and Application Consultants work collaboratively with the performance management team along with the Customer Operations department, to produce a comprehensive contact management solution that enables our clients to better maintain healthy relationship with their customers and clients. Social Media is indeed a critical channel, where Customers tend to get their rights through Complaint broadcasting. As a Professional Contact Management and Customer Service Outsourcing Provider, we adopt the Telephony Channel(s) for providing our services, and we also provide an up-to-date Social Media Support Service to Customer, while prompt response and fast resolution are always in mind.

2. Agenda
 Contact Source at a glance
 Our Philosophy
 Why Outsource
 Technology
 Quality
 People
 Service Portfolio
 References

3. Contact Source at a Glance
 Contact Source is a Business Process Outsourcing (BPO) Company specialized in
Contact Management, Customer Service, Digital Media and E-Commerce
Solutions.
 Established in 2014, by a group of Industry Experts, to provide services to the
Egyptian, African and GCC Markets.
 Contact Source possesses an experienced talent and management staff, which
enable it to serve its clients with the highest service levels, and provide them
with a quality service.
BPO is contracting a third party to professionally handle your non-core functions, while focusing on your
core functions.
BPO should result a long term saving, and a higher service quality.

4. Our Philosophy
 A smart player must think of introducing a better package than the
other, and the benefit goes to the client.
 The legacy thinking of maximizing profit from the client has evolved
to be maximizing the return, by minimizing the cost burden on your
client.
 In Contact Source, our client benefit comes first.
 We don’t have sales managers, we rather have solution advisors who
offer you the most cost efficient solution with the highest return on
your investment.

5. Why outsource?!
 Scale Up and Down
 Make use of our state-of-the art technology
 We will NOT do it better than you, but we Reduce your Total Cost of
Ownership.
 Lower Management Cost
 Access to best practices
 You can make use of Contact Source’s Database

6. Our Methodology
Explore Analyze Design Test Go Live Report
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7. Service Pillars
People
Technology
Process
Premises
Quality

8. Conceptual Model
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9. Our Capacity
 Up to 75,000 Calls/ Day.
 78 Seats.
 120 Voice Channels.
 We provide the Fastest Time To Operate.
 We Scale Up and Scale Down According to your needs.
 100% Business Continuity.
 100% Backup Systems.

10. Our People
 Very well trained and highly experienced agents
 It is about Management!
Our Management team is COPC® Certified
Collective Experience of more than 30 years in Customer Operations.
 Highly experienced Trainers provide the best knowledge transfer.
 We speak Arabic, English and Spanish.

11. Technology and Business Continuity
Plan
 100% redundant system
• Basically, we have 2 of everything.
 CISCO Infrastructure
 Highly secured Environment; Digitally and Physically.
 Our backups are 100% securely kept on the Microsoft® cloud.
 All Equipment, PCs and Servers are covered with UPSs and Power
Generators for business continuity, with no interruptions.

12. Quality
 All Customer Operations are COPC® Compliant.
 Contact Source quality department assumes the client position in all
internal transaction.
 Contact Source quality department makes sure that the process is
sufficient and is being followed. Accordingly, the customer is receiving
the service at a level that meets his/ her expectations.

13. Reporting
 We provide
• Transactional Reports for Customer Activity Tracking
• Analytical Reports for decision Making
• Using our reports, you get
o Higher Performance
o More Timely
o More Control
Inbound Voice
Outbound Voice
Social Media

14. Report Frequency
 Daily Reports
 Weekly Reports
 Monthly Reports
 Campaign Feedback Reports
 Performance Dashboard

15. Sample Reports – Inbound Voice
Call type Row Labels Count of Call Type
Reservation
Reservation 1000
Cancellation 20
General Inquiry
Location 1200
Head Office 300
working hours 400
Price 600
Complaint
Staff 10
Delay 70
Grand Total 3600
Ad Source Count
Facebook 1700
Friend 600
Internet 1180
140 Daleel 120
Grand Total 3600
0
200
400
600
800
1000
1200
Reservation Cancellation Location Head Office working
hours
Price
Reservation General Inquiry
1000
20
1200
300 400
600
Call Type
0
500
1000
1500
2000
Facebook Friend Internet 140 Daleel
1700
600
1180
120
Ad Source

16. Sample Reports – Inbound Voice
# Date Customer Name Gender Mobile 1 Landline District City Call Type Sub Call Type Call Description Replay Ad Source
1 1-Apr-15 ABC F 010xxxxxxx 02xxxxxxxx ‫المعادى‬ ‫القاهره‬ Reservation Reservation ‫نفس‬ ‫فى‬ ‫الحجز‬ ‫امكانيه‬ ‫عن‬ ‫االستفسار‬‫اليوم‬ ‫بالتفا‬ ‫افادته‬ ‫تم‬‫صيل‬ Facebook
2 2-Apr-15 XYZ M 012xxxxxxx ‫الهرم‬ ‫القاهره‬ General Inquiry Location ‫العنوان‬ ‫عن‬ ‫االستفسار‬ ‫بالتفا‬ ‫افادته‬ ‫تم‬‫صيل‬ 140 Dalel
Operations Report April 2015
Date Offered Handled Aban. SL Aban Rate
01-Apr-15 1200 1190 10 90% 1%
02-Apr-15 1150 1000 150 85% 13%
03-Apr-15 1100 1050 50 95% 5%
04-Apr-15 900 900 0 88% 0%
05-Apr-15 1500 1480 20 80% 1%
06-Apr-15 1660 1500 160 92% 10%
07-Apr-15 % %
08-Apr-15 % %
09-Apr-15 % %
10-Apr-15 % %

17. Sample Reports – Outbound Voice
# Date Customer Name Gender Mobile 1 Landline District City Sold Package Delivery Date Delivery Time Dispostion Comments
1 1-Apr-15 ABC F 010xxxxxxx 02xxxxxxxx No Answer
2 2-Apr-15 XYZ M 012xxxxxxx ‫الهرم‬ ‫القاهره‬ Call Back After 3 PM
3 3-Apr-15 XXX F 011xxxxxxx ‫المعادى‬ ‫القاهره‬ XX 05-Apr-15 17:00 Done Sale
Dispositions Count %
No Answer 5600 99%
Not a working number 46 1%
Not Reached 5646 100%
Call Back 3000 43%
Wrong Number 390 6%
Done Sale 830 12%
Not Interested 2700 39%
Reached 6920 100%
Grand Total 12566
0
1000
2000
3000
4000
5000
6000
No Answer Not a
working
number
Call Back Wrong
Number
Done Sale Not
Interested
5600
46
3000
390 830
2700
Dispositions

18. Sample Reports – Social Media
Support
# Date Customer Name Gender Inquiry Type Inquiry Replay
Time
Resulotion Duration SL
Received Resolved
1 01-Apr-15 XYZ F Order I need to Order XXX Handled 16:00 16:08 0:08:00 7 On Time
2 02-Apr-15 ABC M General Inquiry what is the address Handled 17:08 17:30 0:22:00 20 Delayed
Row Labels Count of SL
On Time 900
Delayed 30
Grand Total 930
0
100
200
300
400
500
600
700
800
900
ON TIME DELAYED
Social Media SL
0
500
1000
Location Orders
650
300
Inquiries

19. Services Portfolio
Contact Center
E-Commerce
CRM
Voice Digital Media
Inbound Social Media Support Online Order Management
Outbound
Social Media Engagement
& Monitoring
Product Update Management
Digital Media Campaigns
Management
Website Design & Development
Fulfillment
End to End Service
Comprehensive
Database

20. Services – Voice
• General Inquiries
• Ad Response
• Complaint Handling
• Switch Board
• Technical Support
• Order Taking
Inbound
• Telemarketing
• Profiling
• Tele-Survey (CATI)
Outbound

21. Services – Social Media
• General Inquiries
• Complaint Handling
• Order Taking
Social Media Support
• Social Media Analytics
• Influencer Profiling and Analysis
Social Media Engagement
& Monitoring
• Google GSN & GDN
• Facebook
• Linkedin
Digital Media Campaigns
Management

22. Services – E- Commerce
• Manage Order Online.
• Online Order Verification.
• Order Fulfillment Follow up.
• Order Fulfillment.
Online Order
Management
• Online Stock Update.
• Product Information Management.
• Market Intelligence Service.
Product Update
Management
• Static Website Design & Development.
• Dynamic Website Design & Development.
• Content Management and Update.
Website Design &
Development

23. Services Details
 Contact Source provides a wide range of services that are still
streamlined in way that serves the customer needs, aiming for:
• On Time Service
• High Quality Service
• Customer Delight and loyalty
• Proper reporting and Decision Making tools
o Daily, Weekly and Monthly
o Better Control
o Higher Performance
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24. Customer Service
 General Inquiries & Complaint Handling
 We target 80% First Call Resolution (FCR)
 Escalation Procedures cater for fast complaint closure
 Customer Satisfaction Surveys (VOC)
 CRM comes seamless with our Service.
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25. Customer Service (Cont.)
 Deliverables
• Activity Reports with all details
• Analytical Reports including “Closure rate” and “Staff Performance”
 Benefits
• Higher Customer Satisfaction and Customer Loyalty
• Scalability
• Reporting
o On Time
o Accuracy
21/04/2015 Event Name 25

26. Ad response
 Contact Source Handles all inquiries generated from Ads with Guaranteed
Service Level >80/20 and Aban rate < 5%
 Client needs to inform us with the date and time of the Ad
 Staff according to the historical records and best practices.
 Scale up and down according to the traffic
 Outage mode is applicable in case of extraordinary traffic
21/04/2015 Event Name 26

27. Ad response (Cont.)
 Deliverables
• Activity Reports with all details
• Analytical Reports including “Level of Interest” and “Ad Source”
 Benefits
• All customers are handled
• No lost Sales Opportunities
• No extra burden to hire temp people for the Ad time
21/04/2015 Event Name 27

28. Order Taking
 Centralize your Customers’ orders in one place
 Routing orders, follow up and escalation
 Delay incidents are reported on the spot
 Deliverables
• Operational and Analytical Reports
• Cashier reconciliation Reports
 Benefits
• Higher cost efficiency, due to reduction in Workforce
• Avoid Customer Duplication
• Better Control
21/04/2015 Event Name 28

29. Switch Board
 Service Description
• Human IVR
• Customers don’t know where to go, which wastes everyone’s time, and leaves
the customer dissatisfied.
• Switch board agent, listens to caller, identifies his/ her issue and directs the
call to the right person.
 Benefits
• We respond to all caller.
• We follow up, if our employee is not doing a good response.
• Raise Customer Satisfaction.
• Reports.
21/04/2015 Event Name 29

30. Database Building & Profiling
 We build Database for the client as per the intended criteria.
 Profiling Campaigns, to collect the needed information.
• Mandatory Data
• Nice-to-have Data
 Benefits:
• Pre-requisite for Telemarketing and Telesales Activities.
• Save time and effort taken to build the proper database; thus reducing the
overheads burden in that phase.
• 95% error-free Data is guaranteed
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31. Database Building & Profiling (Cont.)
 Security and confidentiality
• With our sophisticated data security standards, rules and technologies, we
guarantee excessive security results for your information and data.
• Database repository remains the property of Client.
• Complying with the International quality standards, Contact Source commits
to Client data security levels that can barely be achieved if done in-house.
 Productivity
• With its current capacity, Contact Source can go up till 200 Profiled accounts/
day, with the detailed data
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32. Database Building & Profiling (Cont.)
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Setting
Database
criteria
Data
Collection
Duplicates
Removal
Parent/
Child
Company
linkage
Data
profiling
campaign
Quality
Control
• Deliverables
• Robust, validated, clean, secure database records with more than 90%
accuracy level.
• Successful records for candidates who received the link and proceeded
through the payment.
• Complete reporting system as arranged with Client.

33. Telemarketing
 One-To-One Marketing
 Communicate your message and raise awareness
 Capture Feedback
 Deliverables & Output
• Sales Opportunities
• Operational and Analytical Reports
 Benefits
• Provides a great decision making tool
• More effective way of raising the awareness of the potential clients.
21/04/2015 Event Name 33

34. 21/04/2015
Data Entry
 It is digitizing of hard copies, in one or more language (s)
 Double Entry of each word and character
 Quality Monitoring is population-based and not sample-based.
 Targeted Quality is 99.5%
 Deliverables
• Digital Documents
• Operational and Analytical Reports
 Productivity
• Up to 100,000 Key strokes/ day.
Event Name 34

35. Sample of Our Clients