Learn more about Golden Gate BPO Solutions and our Santiago, DR, operating partner, UNO.

1. Prepared for
Golden Gate BPO Solutions
Santiago, Dominican Republic / UNO
Business Overview

2. WHAT WE DO
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• Global multichannel outsourced contact
center solutions
• Delivery though our certified operating
partners / consortium
• Client services and operational oversight
Outsourced Contact
Center Provider

3. World Class Outsourced Customer Management
and BPO Solutions
• High level of quality through customization and adaptation of
each client’s culture
• Increased speed to market, implementation and launch
through entrepreneurial culture and management
commitment
• Achievement of operating efficiencies through a balance of
commitment to best practices and customization of these
practices to maximize the results of each program scope
• Competitively priced solutions that yield a lower cost of
outsourcing to our clients
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WHAT WE STRIVE TO ACCOMPLISH FOR OUR CLIENTS

4. A Snapshot of our
Santiago Partner
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ABOUT UNO
• Founded in 2004
• Partnered with Golden Gate BPO in 2007
• Over 760 workstations with capacity to scale
• Bilingual, including English, Spanish, French and
French Creole
• Multichannel service capabilities
• Deep understanding and engagement across
several markets and industries; cultural affinity to
US markets
• Located in Santiago, Dominican Republic
• Operating 24 / 7

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ABOUT UNO – CORE CAPABILITIES
Voice
• Customer Service
• Collections
• Activations
• New product / service sales /
subscriptions
• Cross-sell / up-sell
• Billing explanations or payment
applications
• Order processing
• Retention
• B2B and consumer sales
• Lead generation
• Appointment scheduling
• Welcome calls
• Surveys
• IT business solution selling
BPO
• Email
• Chat
• Data entry
• Campaign setup
• QA review
• Software development and
applications
Customer Service
• Hardware and software
assistance
• Support via chat and remote
desktop assistance
• Computer diagnostics
• Support for installations of
hardware, software and
applications

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ABOUT UNO – BENEFITS AND DIFFERENTIATORS
Market Leadership
• Established in 2004
• Leader – CRM
contact center
outsourcer in
Santiago, DR
• Scalable, global
delivery platform
Financial Strength
• Parent company
D’Clase – long term
investment in
diversified
businesses
• Investments include
telecom, internet,
cable, satellite TV,
technology ,
healthcare and
manufacturing
Ability to Deliver
• Consistent KPI
achievement
• Consistently high
CSAT and QA scores
• Culture of
continuous
improvement
• Ability to scale
quickly for both
launch and growth
• CapEx and human
resources
• Santiago location
competitive
advantage
World-Class
Operations
• Operational
excellence
• Strategic technology
partnerships,
including with
parent company
• Certifications
including ISO 20000,
14001, 27001, COPC,
PCI DSS, HFMA,
PPMS
Experienced
Management Team
• Experienced and
committed senior
executives and
management
• Management depth
and stability + bench
strength
• “Secret Sauce”
ensures that work
philosophy is
applied at all levels
• Prioritizes and
ensures a great
experience for
employees and
clients

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ABOUT SANTIAGO, DOMINICAN REPUBLIC
• It is the DR’s second largest city and is the central region’s main
metropolis
• A very active and productive city with vibrant restaurants, culture,
shops and nightlife
• Close cultural affinity and proximity with the US
• “Hurricane-Proof“ – Santiago is more sheltered than other parts of the
country from hurricanes because of its location in the Cibao Valley
• The most advanced telecom infrastructure in the Caribbean
• Favorable workforce demographics and 15.5% unemployment
• Vibrant, skilled talent pool – 1,936,721 local population
• Established employment vertical – Over 100,000 call center positions
in the local job market

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HUMAN RESOURCES BEST PRACTICES
• Targeted Sourcing
• Well defined profiles
• Thorough Client-Centric Process
• Employee and School Referrals / Job Fairs
• Strategic Alliances with Academic Institutions
• Strong Inter-Departmental Involvement Between HR
and OPS
• Psychometric / Abilities Testing
• Criminal Background Checks
Recruitment and Hiring
• Comfortable and Positive Contact Center
Environment
• Competitive Salary and Benefits
• Life and Medical Insurance
• Building and Strengthening Work Relationships
through Team Building Activities
• Performance-Based Incentives / Bonuses
• Personal and Professional Development
• Goal setting / tracking
• Transportation Services
• Employee Recognition Programs
Employee Retention

9. TRAINING BEST PRACTICES
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Training Workshops / Continuing Education
Soft Skills Training Coaching to Quality
Products and Skills
Refresher / Enhancer
Management
Development
Performance and
Project Management
Career Skills
Skills Enhancement
PC Windows Office Other Technologies
Experienced Trainers
Train-The-Trainer Approach
Compliance Training
Client-Specific PCI-DSS TCPA
Customized Client, Program Specific and CSAT Skills Training
First Call Resolution
Comprehensive Orientation and Soft Skills Training

10. QUALITY ASSURANCE BEST PRACTICES
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Tested and Proven Quality Assurance Monitoring Procedures
Random QA Audits Regularly Scheduled QA Audits Immediate Coaching / Feedback
Effective Tracking of Results for
Continued Improvement
Establishing Most Effective Quality Monitoring Solution
Calibration Sessions with Clients
Crucial to Success Not Viewed as a Chore
Appropriate Spans of Control
Operations Management Supervisors QA Auditors Trainers

11. OPERATIONS BEST PRACICES
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• Specific teams and divisions
• Promotes core learning systems
• Cohesive dedicated environments
• Custom client management
• Customized operations manual/process
• Developed for each program / client
• Agent scorecards updated regularly
• Daily / weekly / monthly
• Drives behavior designed to provide top quality
performance
• Immediate feedback and coaching sessions
• 90-day audit cycle for process and documentation
• Certification and process standards
• Planned communication strategy to maintain
alignment
Dedicated Client Strategy:
from the Executive Leadership team
to the Agents’
Dedication to Operational Excellence
and Performance Improvement

12. TECHNOLOGY BEST PRACTICES
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• Top Grade ACD / Switching Systems
• IP Agents
• Soft phones
• Custom Reporting and Data Analytics
• Robust PBX / Dialers
• Best in Class IVR
• Best in Class Call Recording System
• E-Mail / Chat / Social Media Capabilities
• Network Security
• Anti-virus
• Robust firewall
• Prefer PCI-DSS certification
• Defined Disaster Recovery Methodology
• Critical equipment PBS
• Back-up generator
• Telecom redundancies
• Risk mitigation plans defined by client / program

13. (888) 510-8368
www.goldengatebpo.com
Outsourcing Redefined