A Division of Safehaven Liability Solutions, Inc. A Philippine Corporation

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1 A Division of Safehaven Liability Solutions, Inc. A Philippine Corporation Business Profile Sept 2010 V P age

2 Business Profile GlobalServicesBPO (GSBPO), a division of Safehaven Liability Solutions, Inc. (SLS), a Philippine-based and owned global service provider offering advanced business process outsourcing services, deploys cutting edge technology and robust infrastructure to manage Client projects efficiently. Facilities GSBPO s advanced operating center provides for a positive atmosphere and environment for achieving qualitative and quantitative measurable results for our clients. GSBPO s facilities are equipped with the latest technologies including predictive dialers, ACD, IVR, soft phone, fax on demand, voice logging and call blending. Our call center system features technical support, virtual assistance, database management, customer support and remote infrastructure support. We maintain the expertise and skilled manpower to set up and manage large outbound and inbound call center campaigns. Our call center agents are professionally trained and proficient in handling large call volumes. Our agents are provided in-house training starting from greeting the customers over the phone, calls pertaining to surveys, lead generation, verifications, collections, order taking and sales. GSBPO brings client centric business process outsourcing solutions to business enterprises seeking greater flexibility, higher operational effectiveness and low operating costs. Location: Prestige Tower Ortigas Business Center 103 Garnet Street Pasig City, Philippines, 1605 Seat Capacity: 150 Seats (Can extend to 300) Connectivity: 10 MB GSBPO s facilities include: A state-of-the-art call center with 150 up-to-date high speed stations, employee lockers, break rooms, conference rooms, and training rooms. Today, GSBPO is strategically located within the Philippines serving the United States, Australia, Canada and United Kingdom. With over 30 years experience, we offer multi-discipline competitive business process outsourcing to various industries to maximizing their business ROI potential. 2 P age

3 State-of-the-art NOC center for managing dialer, Workforce Management Systems, VOIP and telephony. ensuring high quality services. Some of clients require this type of QA process be put into place for specific services. Training Prior to launching any campaign, our agents are put through extensive training to ensure that our clients receive the highest quality tele-services available. Our Team The GSBPO team is a group of hardworking and talented individuals working extremely hard to provide high quality BPO Services. We maintain an extremely low attrition rate through a powerful empowerment culture, skill-based training programs, loyalty building techniques and an effective compensation program. Our company has an impeccable reputation for treating our employees with respect and keeping our commitments to our team. Currently our team consists of: 2 Center Managers 1 Compliance Manager and Trainer 7 Team Leaders 3 Assistant Standing Team Leaders 5 QAs 100 Agents (growing to 150) Quality Control We have extensive quality control systems in place to ensure that our clients are receiving the best services possible. Our QA practices including: Daily Live Call Monitoring Daily Call Review Analysis with Follow up Training Required Verbatim Script Usage Daily Write Ups All Calls Are Recorded Additional our QA s are trained to participate in the lead qualifying process acting as a second step verifier for recorded leads or live transfers, Our agents continue to receive ongoing professional training on Client products and services as well as critical qualitative training in the following areas: Call Introduction Standards Compliance Policies and Procedures Call Handling Standards Customer Focus Standards Closing Standards Recruiting and Operational Scaling GSBPO systems provide for fast-to-ramp operational scaling through effective highvolume recruiting techniques. For clients who have an urgent need to activate a high volume agent center, our integrated recruiting and training processes can activate agents within 2-5 days generating highly effective agents. In addition, GSBPO has extended operational facilities that will allow us to immediately grow to an additional 150 seats in addition to our existing 150 seat capacity. Outbound Call Center Services Live Transfer Lead Generation GSBPO leads the industry in B2B and B2C high quality live transfer lead generation with scripts engineered for maximum conversion. GSBPO uses cutting edge authoritative posturing, reflective listening and neuro-linguistic techniques to generated highly qualified transfers. 3 P age

4 Product Surveys As an extremely powerful sales technique, GSBPO leverages the power of market surveys, assisting Clients in the generation of highly qualified prospects that provide for high rates of conversion. Appointment Setting GSBPO offers appointment setting services for various industries including insurance, retail store vending, transportation, service schedulers, events, seminars and much more. We generate onsite and office appointments, reservations, dinners, seats, concerts, special events, seminars and others. Cross Selling and Upselling GSBPO provides strategic cross selling and upselling services are engineered to generate additional revenue for clients whose product line is ideal for correlative upselling, cross-selling, add-ons or upgrades such as computer equipment, health and nutrition, and beauty. Telemarketing Services We provide retention-based telemarketing services designed to enhance customer relations by providing cost effective, timely customer service for businesses and consumers worldwide. Market Research & Survey Market research is essential to gather vital information and current market trends, buying pattern of customers, competitors and potential area of growth. We offer extensive research services which enable you to attain business excellence. Product or Service Promotion Our product promotion services involve informing, reminding and persuading the customers to buy a particular product or service. GSBPO provides exclusive product promotional support to customers through tele-services. Voice Broadcast Voice broadcasting and voice mail broadcast allows you to instantly send bulk of interactive phone calls with ease while managing the entire process right from the Web. Through GSBPO voice broadcasting you can instantly send alerts, reminders, notifications, political calls, messages, interactive polls, product updates or surveys right through Web. Inbound Call Center Services Customer Acquisition Every successful business focuses on three elements of customer relationship management - customer acquisition, customer growth and customer care. GSBPO is a perfect choice to be your Customer Relationship Manager. We can help you to track the buying patterns of your customers; detect market trends and accordingly sell your product or services. Customer Support With state-of-the-art technology-based systems, and highly trained call center personnel, GSBPO can provide you with cost effective customer support. We utilize workforce management systems to manage and control our internal costs, while deploying call center VOIP-based inbound CRM interfaced systems. Direct Mail Response The process of direct mail response is offered by an inbound call center. GSBPO ensures that each incoming call is processed efficiently and appropriately by our call center representative as directed by you, the client. Helpdesk Solutions The help desk is the central hub through which problems and issues are reported. GSBPO provides tailor-made solutions to provide superior customer service interaction and thus leveraging each customer relationship to the fullest. Inquiry Handling Inquiry handling is a key function for an inbound call center. All inquiries of the customers are handled appropriately and the detailed information about a particular service or product is given. GSBPO provides inbound call center services that offers all information required for the customer to have a thorough understanding of the products or services. 4 P age

5 Interactive Voice Response Interactive voice response (IVR) helps the inbound call center in proper distribution of routing information with the help of FAX or prerecorded voice messages. Our IVR systems include services such speech recognition, selfservice and FAX management capabilities. Sales Lead Qualification Through this service, an inbound call center offers qualified leads to increase business opportunity in your organization. GSBPO takes charge of your hard earned inquiries to qualify, quantify, nurture and deliver ready-to-close sale opportunities with an exceptional return on investment. and Chat Support GSBPO can provide management of client's traffic on behalf of our clients. We work towards building quality customer relationship for our clients. We have successfully and competently handled support. Our experience ranges from the simple to the complex. Back Office Services Order Taking Services GSBPO can play a supporting role in all your order taking services. We help in accurately recording and delivering the important messages that make your business run. We have experienced order taking representatives who are proficient enough to handle calls and take orders over the phone. Billing and Product Information The skilled call center agents of GSBPO can be your customer's main information source for a particular product or service. We are specialized in providing technical product information to its callers. GSBPO can also be your complete source for automated billing and mailing. Web-marketing Services GSBPO boasts of a comprehensive web marketing services team. It ensures that we generate significant revenue for our clients and provide maximum returns on investment. Fusion has acquired the expertise in providing different strategies for web marketing services. 5 P age

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