Our Vision To Be The Best In Class Premier provider of customer service management solutions, dedicated to client satisfaction and exceeding customer service excellence Innovative Solutions for Premier Interactions : : 2013 Toptel USA, LLC Confidential and Proprietary. : : 5
Our Business Development Team Jerome Edmondson Veteran with 20 Years Public/Private Sector Business Development and Capacity Building. U.S. Department of Commerce, MBDA Entrepreneur and Advocate of the Yea r. 2011 White House Candidate for U.S. Small Business Administration Region IV Regional Administrator President & CEO, TopTel USA & Premier Contact Centers of Mexico Alena Edmondson- 18 years Business Development, Consulting and Training specializing in organizational planning and business plan development. Executive Life Coach with 10 years experience in the personal development industry. Lead Trainer, TopTel USA & Premier Contact Centers of Mexico Roy Vander Putten 50 years of Private Equity Investing & Small Business Funding. Former CEO of Aetna Insurance. Board Chair, Private Equity Partner Daniel Santos 14 years Global Contact Center Ownership & Software Design. 2012 Ernst & Young Entrepreneur of Year Mexico, One of Mexico s Premier Government BPO. President and CEO, TopTel Mexico & Partner Gwynette Hernandez 15 years Operations Management & Solutions. Over 20 years executive leadership, experienced in leading management teams in diverse vendor campaigns including sales, customer care, and offline work flows. COO, Toptel USA John Moss - 15 years Managing large and enterprise level projects with implementation of telecommunication. Owner of Interactive Business Technologies, LLC who is recognized as one of Gwinnett counties best IT companies. Chief Technology Officer, CTO William Edmondson BA Business Management/Hospitality Travel & Tourism. 7 years experience in Hospitality Industry with medium to large scale hotels, meeting and exceeding customer service goals. VP Business Development, Customer Care
Our Premier Capabilities TopTel USA s solutions will consist of (1) inbound interactions, (2) Outbound interactions, (3) Business Process Outsourcing and (4) Automated Solutions Inbound Interactions - Customer Service Support - Technical Support - Help Desk - ACD - Call Processing Services - Up Selling and Cross Selling Outbound Interactions - Data Collections/Surveys - Information Capture Call Tracking - Lead Qualifications - Data Verifications - Retention Programs - Automated Messaging Business Process Outsourcing - Data Collections/Survey - Information Capture Call Tracking - Lead Qualifications - Data Verifications - Retention Programs - Automated Messaging Automated Solutions - Automated Messaging - Interactive Voice Response - E-mail Response Management - Social Media
Our Capabilities Customer Experience Management Business Transform Services (Consulting) Hosted Contact Center Services Outsourcing Solutions --- In-depth view of the customer experience Greatly increased ability to manage experiences across the customer lifecycle Hosted Contact Center services, quality assurance, workforce management, CTI, Disaster Recovery, IVR, Predictive Dialer, Knowledge Management --- Meaningful insights to identify actionable operational improvements and cost reduction opportunities Quality management services, training, process improvement consulting, workforce management, assessment, launch, site selection and build services, human resources services, risk management, fraud prevention --- Flawless customer communications delivery Efficient, scalability and operational excellence Data Analytics, Optin, Automated Outbound, Speech Analytics, Disposition Management, Test Lab, Data Warehouse & Centralized Reporting, Direct Mail, Marketing Alignment, List Management --- Operational partnerships that reduce costs while improving the customer experience Full-service customer outsourcing solution partners with over 30 years of public & private sector contact center experience. Over 5,000 workstation scalable growth
TopTel Back Office/Offline Support Capabilities Our team has experience in a diverse portfolio of Offline Support projects outlined by Verizon Wireless to manage several of the customer service system fallout/errors that negatively impacted customer base retention. Customer Address Verification: Processing returned mail/update customer account with remittance slips/ redirect mail e.g. misdirected check payments National Offline Line Support Credit research and approval process for credit escalations IVR fall out eg. Failed IVR signature on service contracts AOL Authorization of liability Mobility plan feature fall-out resulting in pay per user rates to the customer Reapply/ correct appropriate insurance plan feature on customer s account Manage customer retention strategy in Verizon/ Alltel conversion
TopTel USA Dunwoody IT & Security Standards 8x8 Cloud-base contact center technology Remote agent Monitoring Production Analysis & Reporting 100% Call Recording CCTV Camera system Complete systems with cameras and monitors, Internet enabled and can be viewed via 3G enable cell phones Steel Cloud Backup Best online backup with FULL SYSTEM RECOVERY. Disaster Recovery Solutions. Access Control Systems Provide restricted building or room access to authorized employees or personnel Business Benefits Increases customer satisfaction & loyalty through proactive customer service Convenience, consistency across multiple channels of interaction Improves Contact Center operational metrics Drives competitive differentiation through value-added services Drives higher agent productivity & reduces costs Improves employee satisfaction Site redundancy for disaster recovery Best customer experience in a safe, secure and compliant environment
Total 2,032 1,600 Our Current Footprint Atlanta (200 wks.) Mexico City (1,500 wks) Guadalajara (450 wks) Monterey Nuevo Leon (400 wks.). Geography US TopTel USA Production Capacity Site Location Production Capacity Seats Available Seat Capacity Dunwoody, GA (HQ) 200 200 MX Monterrey, MX 400 350 MX Mexico City, MX 985 515 MX Guadalajara, MX 450 420
Toptel USA Premier Contact Centers Dunwoody, GA Seating Capacity: 200 Seats Utilized: 30 Significant Industry Experience Telecom Insurance Financial Services Healthcare Travel & Hospitality Call Types: Inbound and Outbound B2B telemarketing Customer Care Sales & Marketing Reservations Winback Customer Retention Collections Customer Billing & Tech Support Innovative Solutions for Premier Interactions
Why Dunwoody? Smart City Home to over 2300 businesses with a proven variety of awardwinning corporations, restaurants, malls, and retail stores Smart Education Dunwoody Schools are some of the top rated schools in the state Smart History Dunwoody retains its reputation as a historic city with settlers dating back from the 1800s Smart Neighborhoods Strong and ever strengthening local business community for people to be able to work, play and live.
Dunwoody Labor Pool Workers who live and work in Dunwoody: 4,943 (22.4%) Population in 2012: 47,224 - (100% urban, 0% rural). Population change since 2000: +43.9% For population 25 years and over in Dunwoody: High school or higher: 95.2% Bachelor's degree or higher: 66.5% Graduate or professional degree: 24.7% Unemployed: 7.3% Mean travel time to work (commute): 21.8 minutes White alone - 29,655 (65.2%) Asian alone - 5,874 (12.9%) Black alone - 4,727 (10.4%) Hispanic - 4,398 (9.7%) Two or more races - 700 (1.5%) Other race alone - 80 (0.2%) American Indian alone - 56 (0.1%) Colleges/universities with over 2000 students nearest to Dunwoody: The Art Institute of Atlanta Shorter College-Professional Studies Emory University Life University Southern Polytechnic State University DeVry University-Georgia Chattahoochee Technical College
TopTel USA Premier Contact Centers Monterrey, Mexico Seating Capacity: 400 Seats Utilized: 50 Significant Industry Experience Telecom Travel & Hospitality Financial Services Education Utilities Call Types: Inbound and Outbound B2B telemarketing Customer Service for Pre-Paid Calling Assistance to foreigners about incomes, transit and permanent departures Customer Care Sales for service providers Reservations Winback Customer Retention Innovative Solutions for Premier Interactions
Why Monterrey? 2 ND city in Mexico with a high literacy rate where the education level reaches the master s degree, with graduates from some of the best universities in country. Unemployment rate is one of the lowest in the country due to the fact that Monterrey hosts many U.S companies Strong workforce productivity Local English speaking individuals have a big presence in Monterrey due to the location being 169 miles from the U.S. boarder. 100% 80% 60% 40% 20% 0% POPULATION 4,199,292 15% 4.59% Total 98% 45%
TopTel USA Premier Contact Centers Mexico City, Mexico Seating Capacity: 1500 Seats Utilized: 985 Significant Industry Experience Government Services Healthcare Financial Services Telecom Call Types: Inbound and outbound Dispatching Services National Employment Services Secretary of Labor Passport process and renewal All 52 US Mexican Consulates Customer retention Innovative Solutions for Premier Interactions
Why Mexico City? 1 st city in Mexico where citizens are highly educated and have a major or master s degree from some of the best universities in country. Low Unemployment Employee productivity is an important asset in the city of Mexico, where the work ethic is a very important force. Most jobs require proficiency in English and it is a requirement in formal education. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% POPULATION 8,851,080 10% 5.26% 98% 39% Total
TopTel USA Premier Contact Centers Guadalajara, Mexico Seating Capacity: 400 Seats Utilized: 30 Significant Industry Experience Utilities Retail Financial Services Travel & Hospitality Health Care Call Types: Inbound and outbound Customer Service Customer Care Sales Reservations Winback Customer Retention Billing &Tech
Why Guadalajara? - City of the future Youthful population Low unemployment Large number of recent foreign investment Third most business-friendly city in North America Demographics in Guadalajara: Population: 1,565,514 % Of English Speaking: 20% Education Level: 10.8 years Average income: $14,091.00 Home to 16 colleges and universities, as well as many technical schools. Educational institutions include: The University of Guadalajara La Salle University Autonomous University of Guadalajara schools The John F. Kennedy School The Lincoln School The American School Foundation of Guadalajara (U.S. accredited) Excellent network of Road and Air transport Main producer of software, electronic and digital components in Mexico Second strongest economic potential of any major North American city behind Chicago
Why TopTel USA? Strong track record of: Maintaining and exceeding KPI s Managing diverse campaign portfolios Generating high sales production 15 years combined experience: Call Center Operations Management Sales Management Quality Assurance Achieving National Promoter Scores Leadership and Frontline Training, Development and coaching across diverse industries Strategic Planning Back Office Operations MBE Certified Near shore Capabilities Innovative Solutions Strategic Business Development Strategic Locations