Teleiman Corporate Profile

Rapid, Intelligent Customer Engagement
TELEIMANCONFIDENTIAL – 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 Teleiman
converts 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
Inbound/Outbound
Voice Non-Voice
Customer 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 & Financial
Services
Mortgage
Retail
Loan Servicing
Telecommunications
Technical Help Desk
Payments & Billing
Technical Support
Complaint Resolution
eCommerce
Order Processing
Product Cataloguing
Online Product Support
Order Tracking
Health Care
Plan Building
Claims Pre-adjudication
Claims Adjudication
Member Calls
Travel & Leisure
Online Ticketing
ReservationManagement
Customer Care
Refund Processing
Shared Services
Recruitment & Human Resources (HR)
IT Support
Finance & Accounting
Workforce 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
Project
Planning
• 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
You don't get a second chance to make a
first impression. — Jerry Bruckner
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.
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 Examination
Background Check
Hiring Rate
8%

Training our agents to excel
Induction
Soft 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. Greeting
2. Presentation skills
3. Call management
4. 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 Calibration
Sessions
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

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 any
common data format.
• System automatically finds telephone numbers within a file and scrubs them based on the
parameters 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 rules
that 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
Robb@Teleiman.com

Rapid, Intelligent Customer Engagement
Email
Robb@Teleiman.com
Via@Teleiman.com
Mobile
+001 7405791793
+639 175623841
Title
CEO
SVP Operations
Name
Robb Auber
Via Nicolas

Teleiman Corporate Profile

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