Multi-Channel CONTACT CENTRE

Copyright © 2016 Mango5 (Pty) ltd. All rights reserved.

2

This document and any accompanying attachments may contain confidential and proprietary information that is private and protected by law. If you are not the intended recipient, any perusal, disclosure, copying or distribution, or taking any action based on this information is prohibited. You are requested to immediately delete this entire communication and notify the sender hereof.

TABLE OF CONTENTS PAGE

Who are we 3

Why South Africa 3

Verticals 4

Service Offering 4

Operational Support 4

Human Capital 5

Facilities, Infrastructure and Technology 5

Accreditation and Certification 6

Client Relationship Management 6

Client Profile 7

Management Team 8

Contact Information 10

Copyright © 2016 Mango5 (Pty) Ltd. All rights reserved.

3

WHY SOUTH AFRICA

• CULTURAL AFFINITY

• SIMILAR TIME ZONES

• RESILIENT CONNECTIVITY

• MATURE OUTSOURCING INDUSTRY

• GOVERNMENT SUPPORT AND INVESTMENT

• ATTRACTIVE COMMERCIAL PROPOSITION

• ENGLISH AS 1ST OR 2ND LANGUAGE

• LARGE AGENT TALENT POOL

With a large South African footprint, we have chosen to

strategically locate our contact centers in Cape Town,

Western Cape and Durban, KwaZulu-Natal enabling us to

bring together the best practices and experience from the

beautiful South Africa.

Mango5 offers their clients a world class

telecommunication experience combined with the best mix

of agents, continuous innovation, efficient processes,

intelligent analytics and strategic locations.

This means rapid team assignment and a variety of

solutions to provide a seamless and enriched customer

experience wherever you need us.

At Mango5 we ultimately love what we do and believe in

keeping things fresh and fun!

WHO ARE WE?

MANGO5 IS A GLOBAL L EADER IN MULTI -CHANNEL OUTSOURCED C ONTACT CENTRE SERVICES.

We’ve been delivering superior outsourced services for

leading local and international companies since 2006, with

expertise in many markets and verticals. We are able to

execute campaigns effortlessly via a suite of multi-channel

technology platforms, each designed to complement the

client’s operations and to accommodate seamless

integration.

Our passion for excellence is what sets us apart.

We work with people and for people.

Mango5 has evolved and developed into a business

partner that offers transparency, ease of transition and

most importantly improvements to the return on

investment.

Our strategy and focus have always and will always

remain to be a business partner that offers flexibility,

accuracy and the unsurpassed desire to provide excellent

customer service to our partners and their clients.

WE EX CEL BE CA U SE OF O U R P ASSI O N.

4

PR OJ E CT A N D T R A NSI T I O N M A NA GE ME N T

OPERATIONAL SUPPORT

A number of closely controlled and proven support methodologies are used

to enable operational success and increase quality and performance.

VERTICALS AND

EXPERTISE

Communications

Financial Services

Healthcare

Retail

Technology

Travel and Tourism

Utilities

SERVICES

Outbound & Inbound new acquisitions

Customer Service

Sales Completion

Add-on, cross sell and up-sell

Retentions and Renewals

Omni-channel Communications

Verbal and non-verbal validation services

Insurance claims support

Fulfillment

Helpdesk

Debt Collection

Data Analysis

Data response modeling service

MULTI -CHANNEL

Voice

Email

Web chat

Fax

SMS

Q UAL I TY MA NA GE M E N T

W O RK F O R CE MA NA GE ME N T

IN FO R MA TI O N M A NA GE M EN T

KN O WL E D GE MA N A GEM E N T

G OVE R N A N CE A N D CO MP L IAN C E

FLEXIBLE

SOLUTIONS

FOR

YOUR

BUSINESS

NEEDS

Collaborative approach Single point of contact for all transition activities

Core focus is customer satisfaction Process improvement input Active and progressive quality management Calibration sessions Trend reporting for client operational use Regular knowledge and quality assessments

Forecasting, headcount planning, scheduling and monitoring Dialler and data management

Reporting structured around key client metrics Real time management information

Coordination and distribution of all product and process updates Policy management

Monitoring of performance against legislative requirements Accredited Financial Services Provider Compliance assessment

5

HUMAN CAPITAL

W E H A V E A S T R O N G H U M A N C A P I T A L

A N D W E L L N E S S V A L U E P R O P O S I T I O N I N

P LA C E T O E N S U R E T HA T Y O U R

C U S T O M E R S R E C E I V E E X C E P TI O N A L

S E R V I C E .

Robust recruitment strategies Formal assessment processes Comprehensive on-boarding processes Ongoing career development

C OM P RE HE N SIVE TAL E N T A N D CA R EE R

DE VEL OPM E NT P R OG R A MS

Career path plans and consistent consultations Career paths with secondment opportunities RE TAI N T OP TAL E N T

Integrated performance management process Employee assistance program Performance-based remuneration and incentives Conducive working environment Proactive and driven upward and downward

communication strategy’s

EXE C U TIO N O F W O RK

Employee relations managed proactively Robust policies and procedures Occupational Health and Safety compliance Climate surveys conducted monthly C O RP O RA TE SO C IAL I NV EST ME N T

Corporate social investment indicatives Active heart committee Broad-Based Black Economic Empowerment

Strategy Heavily involved in save the Rhino programs

FACILITIES, INFRASTRUCTURE AND TECHNOLOGY

ATT R A CT T OP TAL E N T

We have made a significant investment in our facilities, infrastructure and technology to ensure that we

are aligned with international best practice.

IN F RAS T R U C T U RE

Resilient data and voice connections Fibre and redundant data feeds

FA CIL IT IES

State-of-the-art facilities in Cape Town and similar facilities in Durban Multiple training rooms Boardrooms, meeting rooms and video conferencing Canteen, breakout areas, relaxation areas Secure parking bays Access control (24/7- 365) and security

TE C H N OL O G Y

Interactive Intelligence (contact centre and back office solutions) Cisco network infrastructure Desktops and LCD monitors Critical servers housed in tier 1 data facility

6

Mango 5 Call Centre is an equal opportunity

employer and to this end have obtained the

necessary BEE Rating Certificate - Level 2

Contributor. We have a BEE Optimization plan in

pent

s a le s

a n a ly t i cs

d a ta s o lu t i on s

ACCREDITATION AND CERTIFICATION

Mango5 Call Centre is an equal opportunity employer and to

this end has obtained the necessary BEE Rating Certificate –

Level 1 Contributor. We have a BEE Optimization plan in place

for the year ahead to ensure that we steadily improve on

opportunity areas identified.

Accredited Financial Services Provider in South Africa – FSP no.44689

Certified ISO 27001-2013

Member of the Direct Marketing Association of South Africa

Member of Business Processing Enabling South Africa (BPeSA)

CLIENT RELATIONSHIP MANAGEMENT

CL IE N T P R EPA R ATI O N

Implementation on plan Annual plan Operational manual Handover pack from business development

The campaign operations manager is your single point of contact and is integrally involved from the time

the contract is signed to ensure service delivery through the following activities:

PL AN N I NG A N D RE N E WA L S

Volume planning Income planning Quarterly review Renewal review

C O NT R A CT MA N AG EM E N T

Contract review Commercial initiatives

SE RVI CE L EVEL A G R EEM EN TS (SL A)

Reports SLA escalation

AU DI T A N D G O VE R NA N C E

Risk register

C OM ME R CI AL I N IT I AT I VE S

Initiative tracking and management Commercial, people, customer and process

initiatives

MA NA GE ME N T I NF O R MA T IO N

Monthly packs Partner packs Dashboards

7

SHORT-TERM INSURANCE

LONG-TERM INSURANCE

TELECOMMUNICATIONS

AUTOMOTIVE

CLIENT PROFILE

Over the years, Mango5 have developed a solid track record in the BPO industry, supporting a number of clients across multiple

industries. Here’s what some of our clients have to say:

Tracker has been using Mango5 over the last few years as one of our

outbound sales call centers to sell and promote our products. The

Mango5 team has contributed greatly towards opening new channels for Tracker

and assisting us with business growth. They are professional, pro-active and live

the Tracker brand. Thanks to the team we have managed to increase our

subscriber base and value-add to our customers. We are looking forward to a

long and mutual beneficial relationship.

We have enjoyed significant customer growth through their efforts and have seen

them show high adaptability in support of our strategy and driving our innovative

products and services to new markets. Owner led and managed we have been

able to get swift turnaround on all strategic and operational imperatives and enjoy

a same hour response even at Director level.

The team at Mango5 has provided white labeled sales call centre services

for Cell C since 2009 and have proven to be dedicated and agile partners.

I have had the privilege of working with the Mango5 team for the last 3

years. We have found them to be exceptional in data mining and extremely

professional in the running of various campaigns we have had with them. I can

honestly recommend them and their team to any future partner.

Michael Nieuwoudt – Executive Global Sales

I have had the pleasure of working with the Mango5 team over the past few

years and have found both the executives and the team to not only be

extremely thorough and focused but dedicated to exceptional quality business. The

results have been truly exceptional and I can only anticipate that our continued

working relationship will go from strength to strength.

Faye Joubert – Executive Direct Sales

Juan Manuel – General Manager Southern Regions

Sharon Whitehead – Head: Call Centre Partners

8

MANAGEMENT TEAM

EBEN LOUW

SIAN JONES

M ANAGI NG DI RE CTOR

& CO -FOUNDE R

HE AD OF DATA S CIE NCE ,

CFO & CO -FOUNDE R

Eben Louw is one of the three original

founding members of Mango5. He

started his career as a call centre

agent in the UK more than 14 years

ago. With his key focus on client

satisfaction, Eben quickly worked his

way through the corporate ranks.

He is responsible for business

development, project management,

campaign implementation,

negotiations, key account

management, key performance

indicators, needs analysis and

communication.

Gregor Schmitz is one of the three

original founders of Mango5. He

started his career as a Data Scientist

more than 16 years ago. Dr. Schmitz

has published several academic

articles in the most prestigious

journals or neural networks (Neural

Networks and IEEE Transactions on

Neural Networks) and also presented

at international conferences.

He has also worked with many blue

chip financial service companies in

South Africa.

OUR PASSION FOR EXCELLENCE IS WHAT SETS US APART

WE WORK WITH PEOPLE AND FOR PEOPLE

Our management team has more than 40 years experience in the call centre industry, which gives us an advantage over our

competitors and our clients the peace of mind in knowing that their business is in capable hands.

Sian Jones is one of the three original

founders of Mango5. She started her

career as a call centre agent in the UK

more than 14 years ago. She quickly

climbed the management ladder and

set up Mango5 with her business

partners.

She is responsible for the delivery of

our Durban operation and has

extensive operational experience in

business process outsourcing. She

has worked with many large financial

services and telecommunications

organizations.

OP E RATI ONS DI RE CTOR

& CO -FOUNDE R

GREGOR SCHMITZ

9

OUR PASSION FOR EXCELLENCE IS WHAT SETS US APART

WE WORK WITH PEOPLE AND FOR PEOPLE

MANAGEMENT TEAM

Our management team has more than 40 years experience in the call centre industry, which gives us an advantage over our

competitors and our clients the peace of mind in knowing that their business is in capable hands.

PETER NEL

Hermanus van der Merwe has

worked his way through the BPO

ranks, beginning his career as an

agent and has excelled through hard

work, determination and commitment.

He brings to our team a youthful

driven dynamic.

He contributes to the team through

his career to date with experience in

the UK and Australian markets with

proven performance in new

acquisitions, customer service and

correspondence, loyalty and lead

generation.

Peter Nel’s career has always been

driven by the need to make all the

aspects of a successful company work

together in the most effective and

profitable way. He feels that the

satisfaction from the results achieved

when true synergies are found makes

all the hard work worth it.

He is strongly motivated by

challenging goals and by pushing the

boundaries of client satisfaction. His

background in the BPO field includes

several large and complicated

operations.

OP E RATI ONS M ANAGE R OP E RATI ONS M ANAGE R

REINHARDT SCHOLTZ

CHI EF OP E RATI NG

OFFI CE R

Reinhardt Scholtz started his career in

the Contact Centre Industry more than

10 years ago. He entered the industry

as a sales agent and has worked his

way up the management ladder to his

current position as COO of Mango5.

He has vast knowledge and experience

in various fields of the BPO industry

and adds great value to our operations.

He is responsible for making strategic

decisions regarding the company

together with the board of directors.

HERMANUS VD MERWE

10

0

S A LE S

A N A LY T I C S

D A T A S O LU T I O N S

With a large South African footprint,

we have chosen to strategically locate

our contact centers in Cape Town,

Western Cape and Durban,

KwaZulu-Natal enabling us to bring

together the best practices and

experience from the beautiful South

Africa. Mango5 offers their clients a

world class telecommunication

experience combined with the best

mix of agent’s, continuous innovation,

efficient processes, intelligent

analytics and strategic locations.

This means rapid team assignment

and a variety of solutions to provide a

seamless and enriched customer

experience wherever you need us.

CAPE TOWN

Unit E, CTX Business Park

Freight Rd, Airport Industria

Cape Town, 7490, SA

Telephone: +2721 812 1700

DURBAN

199 Anton Lembede Street

Embassy Building, 17th Floor,

1701, Durban, 4000, SA

Telephone: +2731 818 3000

ONLINE

Web: www.mango5.co.za

Email:info@mango5.co.za