Nearshore Inbound Call Experts Global Overview: Montego Bay, Jamaica

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Nearshore Inbound Call Experts (NICE Global) specializes in providing multichannel technical support and sales for complex PC and MAC related issues, delivering world class technical support across a broad range of consumer electronics, including resolution of software and network issues, from its nearshore location in Montego Bay, Jamaica. Key Facts: Currently Handling 500K Calls per Year, 300K Computer Sessions per Year and Achieving 90% First Call Resolution Operations/Management Team with 15 Years of Experience handling Complex Technical Support, Including for Its Own Products 100% of Current Operations driven by First Call Resolution, Positive Customer Experience, CSAT and Net Promoter Score (NPS) Cultural Affinity to the US, English Fluency and Natural Customer Interactions with US Consumers Certifications & Golden Gate BPO/UNO Best practices in Place Workforce Highly Specialized, including Microsoft Certified Technicians/Agents, & Not Comparable to General Call Center Demographic 350, With Capacity to Employ an Additional 125 Agents at Site #1 Premium Tech Support for Hardware/Software include traditional Help Desk/Tech Support, Remote Take Over and/or Guided Support Located in Cazoumar Free Zone in Montego Bay, Secured Property and First Private Free Zone in Caribbean Est. 1998

Empresariales

Montego Bay, Jamaica Overview 10-2016
Presented by: Golden Gate BPO Solutions
Copyright 2016 - Golden Gate BPO Solutions, LLC

Copyright 2016 - Golden Gate BPO Solutions, LLC
NICE Global Highlights – Montego Bay, Jamaica
Nearshore Inbound Call Experts (NICE Global) specializes in providing multichannel technical support and sales for complex PC and MAC
related issues, delivering world class technical support across a broad range of consumer electronics, including resolution of software and
network issues, from its nearshore location in Montego Bay, Jamaica.
Key Facts:
• Currently Handling 500K Calls per Year, 300K Computer Sessions per Year and Achieving 90% First Call Resolution
• Operations/Management Team with 15 Years of Experience handling Complex Technical Support, Including for Its Own Products
• 100% of Current Operations driven by First Call Resolution, Positive Customer Experience, CSAT and Net Promoter Score (NPS)
• Cultural Affinity to the US, English Fluency and Natural Customer Interactions with US Consumers
• Certifications & Golden Gate BPO/UNO Best practices in Place
• Workforce Highly Specialized, including Microsoft Certified Technicians/Agents, & Not Comparable to General Call Center Demographic
• 350, With Capacity to Employ an Additional 125 Agents at Site #1
• Premium Tech Support for Hardware/Software include traditional Help Desk/Tech Support, Remote Take Over and/or Guided Support
• Located in Cazoumar Free Zone in Montego Bay, Secured Property and First Private Free Zone in Caribbean Est. 1998
Facts90% FCR
500K
Calls Per
Year
300K
Comp
Sessions
per Year
English
Fluency/US
Affinity
350
Workstations
/100
Available
Tech
Support
Expertise
Cazoumar
Free Zone
Location

Copyright 2016 - Golden Gate BPO Solutions, LLC
Country and City Overview – Montego Bay, Jamaica
Key Facts:
• Educated, Diverse and Loyal English-Speaking Workforce with Strong Understanding of American Culture
• Close Proximity to United States – Nonstop Flights Daily, 90 Minutes from Miami and 4 Hours from NYC
• Eastern Time Zone (UTC -5)
• Current Outsourcing Services Include Customer Care, Sales, Technical Support, Finance and Accounting
• Strong Government Support, Including Tax, Investment and Training Incentives, and State of the Art Technology Parks
• Reliable, Scalable and High Quality Technology Infrastructure Fully-Redundant to US and Europe
• Most Advanced Telecommunications Structure in the Caribbean
• Favorable Workforce Demographics / Employee Loyalty and Low Attrition / Population of ≈ 3M and Labor Force ≈ 1.3M
• Forbes Ranked Jamaica as Best Country in Caribbean and 3rd Best in LACAR to do Business
• Jamaica has 3rd Largest English-Speaking Population in the Americas, behind only the USA and Canada
• Xerox Employs 6,500 Customer Care and BPO (adding 2,500); Sutherland 2,700 (adding 2,300) – NICE Global is Different Demographic

Copyright 2016 - Golden Gate BPO Solutions, LLC
NICE Global – Montego Bay, Jamaica

NICE GLOBAL MONTEGO BAY, JAMAICA – NETWORK/REDUNDANCY DIAGRAM
Copyright 2016 - Golden Gate BPO Solutions, LLC

Golden Gate BPO Solutions Stephen B. Ferber
The Bell Tower at Weston Town Center CEO & Managing Partner
1792 Bell Tower Lane Direct 954-385-4977
Weston, FL 33326 Mobile 954-95-6377
888-501-8368
www.GoldenGateBPO.com
Copyright 2016 - Golden Gate BPO Solutions, LLC

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Nearshore Inbound Call Experts Global Overview: Montego Bay, Jamaica

2. Copyright 2016 - Golden Gate BPO Solutions, LLC NICE Global Highlights – Montego Bay, Jamaica Nearshore Inbound Call Experts (NICE Global) specializes in providing multichannel technical support and sales for complex PC and MAC related issues, delivering world class technical support across a broad range of consumer electronics, including resolution of software and network issues, from its nearshore location in Montego Bay, Jamaica. Key Facts: • Currently Handling 500K Calls per Year, 300K Computer Sessions per Year and Achieving 90% First Call Resolution • Operations/Management Team with 15 Years of Experience handling Complex Technical Support, Including for Its Own Products • 100% of Current Operations driven by First Call Resolution, Positive Customer Experience, CSAT and Net Promoter Score (NPS) • Cultural Affinity to the US, English Fluency and Natural Customer Interactions with US Consumers • Certifications & Golden Gate BPO/UNO Best practices in Place • Workforce Highly Specialized, including Microsoft Certified Technicians/Agents, & Not Comparable to General Call Center Demographic • 350, With Capacity to Employ an Additional 125 Agents at Site #1 • Premium Tech Support for Hardware/Software include traditional Help Desk/Tech Support, Remote Take Over and/or Guided Support • Located in Cazoumar Free Zone in Montego Bay, Secured Property and First Private Free Zone in Caribbean Est. 1998 Facts90% FCR 500K Calls Per Year 300K Comp Sessions per Year English Fluency/US Affinity 350 Workstations /100 Available Tech Support Expertise Cazoumar Free Zone Location

3. Copyright 2016 - Golden Gate BPO Solutions, LLC Country and City Overview – Montego Bay, Jamaica Key Facts: • Educated, Diverse and Loyal English-Speaking Workforce with Strong Understanding of American Culture • Close Proximity to United States – Nonstop Flights Daily, 90 Minutes from Miami and 4 Hours from NYC • Eastern Time Zone (UTC -5) • Current Outsourcing Services Include Customer Care, Sales, Technical Support, Finance and Accounting • Strong Government Support, Including Tax, Investment and Training Incentives, and State of the Art Technology Parks • Reliable, Scalable and High Quality Technology Infrastructure Fully-Redundant to US and Europe • Most Advanced Telecommunications Structure in the Caribbean • Favorable Workforce Demographics / Employee Loyalty and Low Attrition / Population of ≈ 3M and Labor Force ≈ 1.3M • Forbes Ranked Jamaica as Best Country in Caribbean and 3rd Best in LACAR to do Business • Jamaica has 3rd Largest English-Speaking Population in the Americas, behind only the USA and Canada • Xerox Employs 6,500 Customer Care and BPO (adding 2,500); Sutherland 2,700 (adding 2,300) – NICE Global is Different Demographic

7. Golden Gate BPO Solutions Stephen B. Ferber The Bell Tower at Weston Town Center CEO & Managing Partner 1792 Bell Tower Lane Direct 954-385-4977 Weston, FL 33326 Mobile 954-95-6377 888-501-8368 www.GoldenGateBPO.com Copyright 2016 - Golden Gate BPO Solutions, LLC

Nearshore Inbound Call Experts Global Overview: Montego Bay, Jamaica

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