CAROLE BURNELL APPOINTMENTS

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1 CAROLE BURNELL APPOINTMENTS Credentials Document We provide a flexible and successful telemarketing/telesales product for our clients. Unlocking business opportunities.

2 Contents Introduction History Company Strengths Our Team Our Philosophy on Telemarketing Clients Our Staff Contact Details

3 Introduction Carole Burnell is a trading name of Fortuna Partners Ltd which was formed in mid-2014 by Carole Burnell and John Pinder. Our team has a significant and extensive knowledge of outbound/inbound telemarketing and telesales in many business verticals. We have a passion and drive to achieve our clients campaigns goals and deliver a service with a personal touch due to our size and commitment. We can offer a flexible approach to your needs and deliver successfully based on client qualification and timescales. History Fortuna Partners Ltd was founded in July 2014 and was the evolution of a company founded by Carole nearly 10 years ago. Carole in those 10 years had successfully been trading on referral, providing high quality appointments for over 80 clients. John joined the business in July 2014 bringing 14 years of experience of call centre creation and management. This has allowed an expansion into new premises with new IT systems and an increase in staff to the team we have today. This has also increased our client base and the scope of services we can provide.

4 Company Strengths Our strength is our experience and our people. We have a dedicated team with many years of experience in telesales and telemarketing work. Our approach is based on a mature understanding of telephone conversations with customers, understanding how to influence and sell an idea/person or product for our clients. Our team currently consists of staff from a variety of backgrounds. All have a common experienced and professional approach. We have proven success in gaining results. We specialise in high level appointment making B2B but have extensive experience in any form of inbound/outbound telemarketing or telesales. We also have the latest VOIP telephone system allowing us to quickly increase our seat count for campaigns or set up inbound/outbound numbers quickly. This also enables us to record calls for quality, remote monitor or report on successful calls and hit rates against numbers dialled. Our services include (but are not limited to) Inbound Telesales Outbound Telesales Outbound Telemarketing Appointment Generation (Managing Directors and Finance Directors) Event Management Lead Generation Call Centre Consultancy (Set up and trouble shooting) Surveys Database cleansing Business development projects

5 Our Team Carole Burnell currently has 12 full time staff and 3 home workers. We also work with a number of consultants that meet our high standards which allows us to flex resource on campaigns if required. We are currently recruiting after moving into our new offices early in We believe we have the perfect mix of telephone and sales experience as well as the size of team to offer a commitment and personal touch to our clients. Management Team Managing Director Operations Director Office Supervisor Business Development Carole Burnell John Pinder Caroline Roddis Neil Hobbs

6 Our Telemarketing Philosophy Carole Burnell is committed to delivering informed and highly credible telemarketing/telesales services based on our extensive industry knowledge. Our aim is to understand the real issues that affect our clients and their customers and achieve our client goals with a genuine enthusiasm in what we do. We act as a trusted extension of our clients marketing/operational departments, producing results that directly and positively impact on our clients business objectives. All of our staff are trained to have professional open conversations with prospective customers, to qualify appointments/sales to clients requirements and ensure that our clients values and brand is upheld and built upon. We have been working on a referral only basis up until early This speaks volumes to our prospective clients to re-assure them that using our services will achieve their goals within agreed timescales. We aim to develop long term relationships with all of our clients.

7 Our Clients Our current client list reflects a broad range of business sectors. Our services for these clients range from appointments and outbound day rate work to full outbound business development campaigns based on strict qualification criteria. We have worked recently with companies in the following categories. We believe this shows our flexible approach to working in any business sector. Accountancy Firms The Institute of Independent Business The Institute of Business Directors Web design and technology Grant funding Business consultancy Training Landlord broadband services Direct B2B services I.T. services Charities Landscaping services Outbound sales Engineering companies Service and utility suppliers

8 Our Staff Carole Burnell Managing Director Carole started her career with an emphasis on customer service from day one, starting within the Banking sector, starting from a grade 1 officer to a room supervisor within 5 years. Her next career path was in Recruitment, I.T recruitment in particular. This was a very demanding role which required long working hours and dedication to fill very technical roles, which she was rewarded with by her successful commission rates. Carole joined a call centre environment in Peterborough following a family relocation. From here she progressed from an appointment maker to call centre supervisor of 20 staff within 2 years. This role involved coaching and training new staff in their new roles and continuous upskill training, setting up campaigns, and ensuring weekly targets were met by all staff. Having a good understanding of the appointment making/telemarketing sector, Carole decided to set up independently and started her own business working from home, providing B2B Appointments for a small number of clients she sourced herself. This grew from strength to strength over the years, and her high quality appointments lead to her receiving constant referrals to undertake work. She was introduced to the IIB, The Institute for Independent Business. Carole had an ambition to set up a call centre business, to employ staff and to train and coach them to her level of success. When John joined the business from Interflora, two strong business minds with the same values, goals and dreams lead to the birth of Fortuna Partners Ltd in July 2014.

9 John Pinder Operations Director John has spent the last 14 years working in a number of large and medium sized contact centres in various business sectors. Gaining his first experience when joining Dixons Store Group (Mastercare) tech centre in 1999, John quickly moved through the ranks of phone work, moving firstly into a technical position on first line support and then into management at team level. This was quickly followed by junior operations roles managing 120 staff in a call centre of 800 staff. Leaving to further his career after 6 years at Dixons, John moved to a number of call centre management jobs in Tenant inbound insurance and College lecturer placement and then site manager at BT inbound repair/service for business. Each position gave responsibility of managing from staff as well as department and site P&L. Joining Interflora in 2010 as UK Call centre manager, further experience was gained in management of pure inbound and outbound sales. This was followed by a year in retail operations which involved the management of 1800 florist shops including recruitment, peak management and trading. Further positions included Sales and Customer service manager of the Interflora, Flowers Direct and Flying Flowers brands. This included Sales, customer service and peak trading management. This involved staff and operational management of staff. John formed Fortuna Partners in mid-2014 with Carole to provide a quality result driven service within the telesales/telemarketing sphere.

10 Contact Details Tel Fortuna Partners LTD Suite 3 The Gymphlex Building Boston Road Horncastle LN9 6HU