Who are we and how we can deliver World class Customer Service at a price you just won’t believe

www.60k.bg

"60K promises you innovation and service excellence from a company you can trust.

Our quality policy is to provide only the most reliable, responsive and cost-effective

products and services that meet or exceed customer expectations.

We are committed to operational excellence, reliable service levels and believe

in prompt, courteous and effective customer representation"

Mission Statement

Introduction

Continual Customer

Service Improvements

Continual KPI Operational

Improvements

Seamless Migration leading to increased

market share

Increased ration of staff to customers

Increased Sales

Increased Customer Retention

Benefits of partnering with 60K include:

Broadband Customer Ratings 2008 by “ThinkBroadband.com”Category „Major Broadband Internet Providers”:

• Our client came on top of Virgin, AOL, BT, BT Yahoo, Demon, Orange, PIPEX, Plusnet, Sky, Talk Talk and Zen• Our Client (60K) – quality of service 71%; reliability 70%• O2 – quality of service 79%; reliability 72%

Recognition

60K won the gold medal in the Contact Center World Awards ContactCenterWorld.com organized a Contact Centre Industry Awards program, for the Top Ranking Performers. These prestigious awards recognize the very best in the contact center industry from all over the world. Samuil Filipov and Kaloyan Valev - the chosen finalists from 60K, performed admirably at the regional finals. They were finalists in the 'Best Contact Centre agent' and the 'Best Contact Centre Supervisor' categories. Samuil successfully passed the first round of the selection process and competed with the best in his category for the title Best Customer Service agent in the world.The global competition took place in Las Vegas where Samuil proved once again his competency and experience, and triumphed winning the gold medal!

UK internet service providers customer service ratings ’08 by “Which?” magazine•Our client (60K) - rated 5 stars•O2 – rated 5 stars•Our client came on top of Virgin, AOL, BT, BT Yahoo, Demon, Orange, PIPEX, Plusnet, Sky, Talk Talk and Zen

PC Advisor” ISP Awards 2009• O2 – “Best Buy” Award• Our client (60K) – “Recommended” Award

Progress: 1.ISO 11801 Class E Channel AcquiredCertified by Reichle & De Massari AG

2. ISO 9001-2008 preliminary audit passed

3. ISO 9001-2008 to be awarded March 2010.

Recognition

Our Client

Recognition

Broadband Customer Ratings 2009 by “ThinkBroadband.com”Category „Large Internet Service Providers”:

For second consecutive year our client came on top of competitors such as: Sky Broadband, Virgin Media, BT Broadband, AOL, Orange & Tiscali

ISP Customer Service Reliability

O2 Broadband

75% (18,182) 68% (19,515)

Our Client

71% (6,651) 69% (7,359)

PlusNet 66% (9,723) 66% (10,682)

Sky Broadband

51% (22,772) 59% (24,651)

Virgin Media

48% (55,664) 57% (59,105)

TalkTalk 45% (19,753) 50% (21,419)

BT Broadband

42% (49,295) 52% (53,231)

Tiscali 36% (17,011) 48% (18,756)

AOL 36% (13,189) 41% (13,978)

Orange 34% (16,820) 43% (18,109)

WinnerO2 Broadband (large ISP)AAISP (niche ISP)

Runner-up:Our Client (large ISP)Zen Internet (niche ISP)

2nd Runner-up:PlusNet (large ISP)IDNet (niche ISP)

Recognition

Our Client

Average User Rating:

Speed: Customer Support:Reliability:Value for Money:

Overall:

Priorities

High level of Quality of Service (QoS)- Based on High level of Agent Education & Training

Competitive Operational Expenses- Low Labor Costs

Flexibility to adapt to client’s requirements- High level of IT Infrastructure & Skills to develop Call Centre Applications and Customer & Telecom Integration

Western Culture and Linguistic Skills- Near-Shore” as opposed to “Off-Shore”

Why Bulgaria?

Part of the European Union

Centre of political and economic stability in South East Europe

High Level of education – Technical & Business

Strong pro-business economic and fiscal policy

Low Income Tax (10%)

Excellent language capabilities – English and other foreign languages often at or near native speakers

Cost effective – less call handling & labour costs

Services we provide

60K offers a wide range of contact solutions custom designed to meet a variety of customer requirements across a wide range of industries.

Customer service and quality management are held as the ultimate competitive advantage for a successful business and are two of the key factors we use when working with our Clients to develop the services that they require to satisfy their business needs.

60K works with their clients building clear specifications, definitions of service expectations and quality measurements to ensure the performance of the desired service meets with the Clients expectations.

These elements are encompassed into a contract that defines agreed performance with set indicators and service levels that satisfies both parties, and are regularly measured and discussed with Clients.

Services we provide

• Information Enquiry• Lead Qualification• Payment collection• Travel Booking• Charge back Handling• Ticketing Sales Subscriptions• Fund raising• Insurance Claims Processing• Product Recall Management• Appointment Setting• Registration of Event and Trade show participants and prospects.• Warranty Registration• Job Dispatch

• Telesales• Appointment settings• Lead Generation / Qualification• Phone Sales• Seminar Registration• Surveys• Direct Mail Follow-up• Trade Show Follow-up• Fundraising• Market Research• Recruiting• Prospecting• Up-Selling / Cross-Selling• B2B or B2C Product/Service Selling

• Remote Help Desk Support• Help Desk Expert for Customer Service• Problem Tracking • Call/Request Tracking • Support Resource Management

Linguistics – a shrinking world!

Linguistic skill is a pre-requisite for staff selection; most agents are fluent in English. Those working in other languages are often native or near native in those languages: Spanish, German, Italian, French, Swedish & Russian to name but a few.

Links with 21 language schools, Sofia University and other institutions with 10,000 students studying foreign languages.

A majority of 60K staff are college graduates or university students.

English

Spanish

French

German

Italian

Portuguese

Estonian

Arabic

Bulgarian

Russian

Hindi

Greek

Turkish

Serbian

Hungarian

Czech

Slovak

Polish

Finnish

Dutch

Swedish

Database of 700 people and growing with both technical knowledge and foreign languages .

14 different languages currently supported by

60k

Curr

ently

Sup

port

ed L

angu

ages Available Languages

Language Support

Recruitment – our staff are your staff!

Our employees are recruited through partnership with language schools, Universities, and our own databases with pre-interviewed applicants.

All prospective employees are vetted to ensure than they have no criminal records. References are always checked for accuracy.

Candidates are initially tested for communication skills by telephone, with skilled linguists testing their language capabilities .

Secondly we personally evaluate candidates for customer service attitude and skills. Our employees must represent our Customers’ business and company with pride and professionalism.

Next, we test for analytical and problem solving as well as knowledge needed in the Customer’s requirements.

Finally we look for adaptability and team spirit as maintaining an open culture is extremely important to 60k Ltd .

We work closely with our clients to ensure that they are satisfied with the staff allocated to their Service, this often involves with successful candidates being vetted by client organizations as a further step .

Account Management

At 60k Ltd we see ourselves as an extension of our Client’s business and our staff are trained to represent our clients in a professional and caring manner.

We allocate an Key Account Manager and Deputy Account Manager to each of our clients either fully dedicated or restrict the number of accounts under their control to a maximum of 2 as the client wishes.

Both the KAM & DAM are available 24/7 and will respond to our clients within 1-3 hours of initial contact depending upon agreed severity levels.

Implementation – smooth and seamless

A dedicated project team will be set up to ensure a problem free transition from your current operation- either internal or external.

The team will consist of the following:

SupervisorsTraining/Q&A Specialist Team Leaders

Key Account manager

IT/Network support HR Specialist

Call Centre Manager

Facilities Manager IT Manager

Implementation – structured and controlled

The Implementation Plan will consist of the following with Client sign off at each stage of implementation:

60K •Recruitment plan

60K •Staffing plan – shift patterns etc.

60K •Organisational structure 60K •Training plan – initial & continuous

60K •Plan of call centre layout

60K •IT Systems and network plan

60K • Disaster recovery plan

60K • Call routing plans

60K • Call modelling

60K

•Call migration plan

60K

•Reporting Plan – type, frequency etc.

60K

•Communication and feedback plan

60k operates from its own fully secure building in Sofia (125 Kliment Ohridski boulevard) . It has a fully installed capability of 400 + agent seats.

Security in our building is most important and it is assured with electronic Access Control, internal and external cameras, and around the clock physical security. 60K is the ONLY occupant of our premises and all telecoms and redundant systems serve only 60K.

State of the art active equipment connected to agents working stations with 47 km of fiber and cabling. Three telecom suppliers each with independent fiber to the building ensure the quality of our services with very high capacity.

We believe that the better the working environment is, the better the results of our people will be. That is why we put a lot of effort into creating a call centre caring spirit and additional conveniences like our beautiful roof terrace, the free bus & parking, and the on-site subsidized restaurant.

Premises

Call handling Stats

Typical Projects KPI Performance

60k Initiatives

Financial Client Case Study

Inbound Sales

Outbound Sales

Retention: Results

60k LtdCase Studies

60k LtdCase StudiesTable of Contents

Call handling Stats

*Exceeding contract requirements with the exception of January start up

Typical Projects KPI Performance

APT Improvement

QA Calls/E-mails

1st Call Resolution

Percentage of calls

answered

Client’s major

releases

* Average Processing Time

• 60k designed and implemented call queuing software which led to 15% overall increase in Customer satisfaction and removal of peaks in call volumes.• New effective rewards programs were implemented within all different teams; special motivations for sales agents

Agent to Client’s Member

ratioTarget 1:1500

60k Initiatives

The Client decided to transfer their call centre because of number of reasons such as low service levels and high prices. In 1 year we managed to:1. Increase the numbers of

employees from 35 to 80.

2. Hit and exceeded every KPI and SLA set by the Client.

3. Saved the Client $250k from fraudulent transactions.

4. Increased the Client’s business by 23%.

Financial Client Case Study

Call Center Migration

In August 2009 60k implemented a new bonus scheme together with new team structure in order to increase the occupancy rate of staff and the sales results.

Sales Success Rate

Inbound Sales

In one year specialists currently working in 60k managed to improve our Client’s performance by almost 13%.

Currently we are in negotiations to take over their complete sales and customer support operations starting January 2010.

Outbound Sales

In October 2008 retention team was build

up from CSR chosen from the current staff,

i.e. qualified and especially trained to

retain customers.In the next few months

we realised a significant increase in people that we managed to retain

for Our Client.

60k Retention Initiatives

Commenced

Retention: Results

Contact Information

Jonathan Gladwish /CEO/• E-mail: jon.gladwish@60k.bg LinkedIn Profile: HERE• Phone: +359 2 462 0000

Ivan Ivanov /COO/• E-mail: ivan.ivanov@60k.bg LinkedIn Profile: HERE• Phone: +359 2 462 0001

Ivan Beshev /Head of Business Development/• E-mail: ivan.beshev@60k.bg LinkedIn Profile: HERE• Phone: +359 2 462 0002

Visit us at www.60k.bg Follow us on