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Call Center Services On-shore Management Off-shore Pricing Rated #1 Global BPO Vendor by our Clients

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Objective <ul><li>The objective of this document is to present facts about the business sense of outsourcing strategic call center services, so that the your company can make an informed decision </li></ul><ul><li>This presentation outlines the advantages and ways of outsourcing your inbound, outbound and/or customer service needs to InSO </li></ul><ul><li>The information provided in this document is based on real facts </li></ul>InSO - Proprietary

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Why InSO? - InSO Meets and Exceeds your expectations <ul><li>We guarantee… You WILL reduce your operational costs AND get top notch Quality </li></ul><ul><li>10+ years of exclusive experience in the Call Center industry </li></ul><ul><li>5+ years of consulting to US Call Centers on outsourcing </li></ul><ul><li>Proven Track Record – Over 200 successful inbound, outbound and Customer Service campaigns </li></ul><ul><li>Experience handling radio, TV, mailer, print and outbound telemarketing campaigns </li></ul>InSO - Proprietary

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Why InSO? - InSO Meets and Exceeds your expectations <ul><li>US based Company – Head office in Los Angeles County & Contact Center in India – No risk of dealing with remote companies </li></ul><ul><li>Team of committed and experienced professionals in the Call Center industry </li></ul><ul><li>Strict adherence to FTC/FCC Regulations </li></ul><ul><li>Comprehensive and on-going training by US trainers - International Culture, Accent, Industry and Product Specific Training, Phone Etiquette </li></ul><ul><li>Our ability to scale quickly, while maintaining high quality </li></ul>InSO - Proprietary

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About InSO <ul><li>Our Mission: To be a global leader providing Call Center </li></ul><ul><li>solutions that facilitate our clients in accomplishing their </li></ul><ul><li>objectives. We aim to be the most sought-after organization </li></ul><ul><li>for our clients, associates, partners and investors while </li></ul><ul><li>fulfilling our social responsibilities. </li></ul><ul><ul><li>Started by marketing professionals with more than 10 years of experience in call center outsourcing </li></ul></ul><ul><ul><li>Over 60 call center professionals focusing exclusively on inbound & outbound campaigns. </li></ul></ul><ul><ul><li>Capacity: up to 120 seats at a time </li></ul></ul><ul><ul><li>Continuous emphasis on profit, quality, integrity, confidentiality, and long lasting relationships </li></ul></ul>InSO - Proprietary

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Achievements – Outbound Telemarketing <ul><li>Company – 1: </li></ul><ul><li># of Agents: 11 </li></ul><ul><li>Monthly Inbound Sales Rev.: $37,950 </li></ul><ul><li>Monthly Outbound Sales Revenue: $59,325 </li></ul><ul><li>Services Provided: Order Taking, Customer Service & Telemarketing </li></ul><ul><li>Service Method: Phone, E-mail </li></ul><ul><li>Company – 2: </li></ul><ul><li># of Agents: 9 </li></ul><ul><li>Monthly Inbound Sales Rev.: $26,105 </li></ul><ul><li>Monthly Outbound Sales Revenue: $36,781 </li></ul><ul><li>Services Provided: Order Taking, & Outbound Telemarketing </li></ul><ul><li>Service Method: Phone </li></ul>InSO - Proprietary

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Achievements – Outbound Telemarketing <ul><li>Company – 3: </li></ul><ul><li># of Agents: 10 </li></ul><ul><li>Monthly Inbound Sales Rev.: $17,100 </li></ul><ul><li>Monthly Outbound Sales Revenue: $48,950 </li></ul><ul><li>Services Provided: Order Taking, Customer Service & Telemarketing </li></ul><ul><li>Service Method: Phone, E-mail, Chat </li></ul><ul><li>Company – 4: </li></ul><ul><li># of Agents: 6 </li></ul><ul><li>Monthly Outbound Sales Revenue: $33,605 </li></ul><ul><li>Services Provided: Outbound Telemarketing </li></ul><ul><li>Service Method: Phone </li></ul>InSO - Proprietary

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Achievements – Outbound Telemarketing <ul><li>Company – 5: </li></ul><ul><li># of Agents: 12 </li></ul><ul><li>Monthly Outbound Sales Revenue: $63,000 </li></ul><ul><li>Services Provided: Outbound Telemarketing </li></ul><ul><li>Service Method: Phone </li></ul><ul><li>Company – 6: </li></ul><ul><li># of Agents: 3 </li></ul><ul><li>Monthly Inbound Sales Rev.: $8,900 </li></ul><ul><li>Outbound Sales Revenue: $6,000 </li></ul><ul><li>Services Provided: Order Taking, Customer Service & Telemarketing </li></ul><ul><li>Service Method: Phone, Chat, Email </li></ul>InSO - Proprietary

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Achievements – Customer Service Campaigns <ul><li>HG Campaign #1: </li></ul><ul><ul><li>Improved customer retention by 25% </li></ul></ul><ul><ul><li>Expanded from 3 agents to 10 agents within 3 months </li></ul></ul><ul><ul><li>Generated $12,000 /Month revenue on an avg. by cross-selling </li></ul></ul><ul><ul><li>Generated $24,000 /Month on customer credit card declines </li></ul></ul><ul><ul><li>Improved quality control by monitoring inbound/outbound agents </li></ul></ul><ul><li>WRL Campaign #2 </li></ul><ul><ul><li>Improved customer retention by 33% </li></ul></ul><ul><ul><li>Expanded from 4 agents to 14 agents within 6 months </li></ul></ul><ul><ul><li>Generated $9,000 every month by cross-selling </li></ul></ul><ul><ul><li>Generated $32,000 /Month on customer credit card declines </li></ul></ul><ul><ul><li>Improved quality control by monitoring inbound/outbound agents </li></ul></ul><ul><ul><li>** Please contact us to get more information on our past achievements. </li></ul></ul>InSO - Proprietary

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Cost Comparison Analysis InSO - Proprietary * All rates listed above are for customer service campaigns. Parameters InSO Other Call Center Call Center In-house # of Agents 10 10 10 Agents Cost (160 Hrs/Month/Agent) Performance Based Payout No-Risk $30,400 $25,400 Office/Telecom/IT Expenses $0 $0 $9,000 Management Expenses $0 $0 $5,000 Total Cost To Be Determined $30,400 $39,400

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What you get at InSO <ul><li>Cost competitive and cost effective </li></ul><ul><li>Fully trained, dedicated quality professionals who meet FTC standards dedicated for your campaigns </li></ul><ul><li>A Dedicated Project Manager who will work closely with you on all aspects of your campaigns </li></ul><ul><li>Full time, Dedicated & Quality Manager for every shift </li></ul><ul><li>Call Handling Capacity to meet almost any need </li></ul><ul><li>World-wide Direct Communications </li></ul><ul><li>Reliable Links with > 99% uptime maintained currently </li></ul><ul><li>Exclusive focus on US clients </li></ul><ul><li>Quality Assurance Monitoring with specially assigned personnel and call recording facility </li></ul><ul><li>Professional, on-time and accurate reports </li></ul><ul><ul><li>Reports Include: Talk Time Report, Call Disposition Report & Call Detailed Report. </li></ul></ul><ul><ul><li>(Custom reporting is also available) </li></ul></ul><ul><li>Guaranteed lower call abandoned rate & lower average talk time </li></ul><ul><li>** All equipment is Enterprise Class with inbuilt redundancy for core modules, interfaces and power supplies. All traffic is prioritized to handle reduced capacity during failure. </li></ul>InSO - Proprietary

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Responsibilities <ul><li>Client Responsibilities: </li></ul><ul><ul><li>Provide information about products & services, hours of operation, business rules, campaign & skill-set requirements, necessary training & campaign documents </li></ul></ul><ul><ul><li>Agree on terms & conditions and sign the contract </li></ul></ul><ul><ul><li>Provide information on campaign start date </li></ul></ul><ul><ul><li>Provide script if available </li></ul></ul><ul><ul><li>Provide training to InSO project manager & perform other necessary steps required to start the campaign </li></ul></ul><ul><ul><li>Provide on-going training, support and feedback to InSO </li></ul></ul><ul><li>Our Responsibilities: </li></ul><ul><ul><li>Gather information about the campaign from Client </li></ul></ul><ul><ul><li>Agree on terms & conditions and sign the contract </li></ul></ul><ul><ul><li>Gather reporting requirements from Client </li></ul></ul><ul><ul><li>Prepare campaign script if required </li></ul></ul><ul><ul><li>Get client sign-off on the prepared documents </li></ul></ul><ul><ul><li>Provide documents to trainer for training staff members </li></ul></ul><ul><ul><li>Configure work stations & reporting system for the campaign </li></ul></ul><ul><ul><li>Test trained staff & system to ensure proper service </li></ul></ul><ul><ul><li>Go-Live </li></ul></ul><ul><ul><li>Provide daily reports to the Client </li></ul></ul><ul><ul><li>Provide live call wave files to the Client if necessary </li></ul></ul>InSO - Proprietary

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Next Steps… <ul><li>Schedule web/chat/phone meeting with InSO analyst </li></ul><ul><li>Identify business requirements </li></ul><ul><li>Identify and create detailed campaign requirements </li></ul><ul><li>Agree on proposal and contract </li></ul><ul><li>Agree on timeline </li></ul><ul><li>Start execution </li></ul>InSO - Proprietary

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Conclusion <ul><li>Thank you for taking the time to go over our proposed ideas for your call center requirements. We look forward to putting our best resources to work for you. </li></ul><ul><li>We believe that you will find this document addresses all your questions and provides you with enough information to make a decision. If, on the other hand, you require additional information, please feel free to contact us. </li></ul><ul><li>Contact Information: </li></ul><ul><li>Suresh Dakshina </li></ul><ul><li>Senior Marketing Manager </li></ul><ul><li>International Services Outsourcing </li></ul><ul><li>E-mail: suresh@inso.us </li></ul><ul><li>Phone: (626) 531 - 6080 </li></ul>InSO - Proprietary