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BUSINESS PROCESS OUTSOURCINGIn The Philippines

Lean-Cost Center Mobilization PlanAnd

Service Delivery Design

US$ Earning Business – An export-oriented business that earns in revenue from offshore sources and gets government support, such as multi-year Income Tax Holidays and duty-free equipment importation.

Business Diversification –BPO Centers can be a growth and income investment, as well as an excellent complement to existing commercial activities and cost-averaging your other cyclical and established businesses.

Competitive Advantage - BPO operations harness the skill sets available in the Philippines, such as English communication, computer interface and intellectual intensive activities.

Compelling Business Proposition

TranscriptionTranscriptionMedicalMedicalLegalLegal

SubtitlingSubtitling

Contact ServicesContact ServicesCustomer ServiceCustomer Service

TelesalesTelesalesBilling and CollectionBilling and Collection

Shared ServicesShared ServicesFinance and AccountingFinance and Accounting

Human ResourceHuman ResourceTrainingTraining

Media ArtsMedia ArtsGraphic DesignGraphic Design

AnimationAnimationPost ProductionPost Production

EngineeringEngineering CADCAD

Design ReviewDesign ReviewTechnical DrawingsTechnical Drawings

One Center

Multiple Functions

Projected Major Lines Of OperationsOur Goal is to launch operations on BPO areas where we can immediately gain competitive advantages

2006 2007 2008 2009 2010 CARG %

Contact ServicesInbound and Telesales

1,024 1,792 2,688 3,488 4,192 24.2

Back Office Shared Services

288 488 880 1,496 2,392 67.8

TranscriptionMedical and Legal

187 329 600 1100 1,913 89.7

SoftwareDevelopment

272 374 561 850 1,275 43.1

AnimationDesign and Digital Content

124 211 367 604 967 59.3

EngineeringCAD and Technical

68 102 170 255 357 49.4

Revenue Forecasts In IT Enabled Services In The Philippines Through 2006-2010 in US$ Millions and Cumulative Annual Growth Rate

Source: Business Processing Association of the Philippines

WHAT IS A CALL CENTER?WHAT IS A CALL CENTER?

A Call Center is a Centralized Office where a inbound calls are received from its customers, as

with customer service or technical support

Call Centers may also be offices that make outgoing telephone calls to customers, such as those used in

telemarketing, order management and even appointment setting.

The term Contact Center is often applied when such multiple functions are blended and delivered in one office.

Today’s Business Trends Say…

An average of 41% of new call center and BPO development activity is now outsourced. Up from 35.9% last year.

META Group, 2005

“ Organizations use external service providers – to deliver sales operations, customer services and marketing support – to augment and improve internal resources.

Going offshore and using the economics of offshore outsourcing is a competitive option for medium to large companies since cost reduction is a must in every operating efficiency strategy .”

-Dr. Howard Rubin, META Group executive vice president.

PER TRANSACTIONThe client pays the center on the actual work performed.

Also knows as Pay Per Performance, this payment scheme is maximized in Sales, Appointment Setting and other specialized transcription or data encoding activities.

BPO Business Revenue Channels

FOUR TRANSACTIONS Per Person Per Day @ US$14.00

Per Transaction = US$56.00

US$56.00 divided by 8 HOURS that makes at least US$7.00 PER HOUR.

Transactions may include telesales, mortgage lead generation, appointment setting and customer call backs. More complex transactions like billing and collections pay higher fees per transaction.

The Enabling TechnologiesThe Enabling Technologies

Agent Headset PortsDial Back

Line side T1 circuits

Allows voice connection to dialer

E t h e r n e t

Campaign Director Workstation

CONTROL

Host System Connection

Dialer

IP Device at Location

IP Device at Off Shore

Location

RemoteAgent

Phones and PC’s

Privately Leased Circuit

(IP)

Remote Via Local Switch Device Supports Traditional Telephony and/or VoIP

Outbound Calling

DATA VOICE

Data Connection from Off Shore

VPN Connection WAN to LAN

What is VoIP - Voice Over Internet Protocol?

VoIP - Voice Over Internet Protocol - simply means what it implies: sending voice

conversations through the Internet. Rather than sending voice through the traditional

telephone networks owned by the telephone conglomerates, VoIP uses the Internet as its medium to send voice. Since voice is

nothing more than data, any Internet connection in the world can be used as a

VoIP terminal for making calls with the use of a VoIP gateway or an IP Phone.

Cost Benefits of Choosing VoIP· Equipment costs are cheaper than traditional

telephone switches· Exempt from FCC tariffs allowing for lower costs

· Point to Point environment - no toll charge· Technicians are readily available

EADS

ENGAGE AGREE DELIVER SCALE

INVE

STOR

AND

PAR

TNER

INVE

STOR

AND

PAR

TNER

LEAN

-COS

T CA

LL C

ENTE

R TE

AMLE

AN-C

OST

CALL

CEN

TER

TEAM

We develop the Lean-Cost Call Center Mobilization and

Management Plan

We present the business plan with the value

proposition of starting a lean-cost call center.

Prospective Investor and Future Partner evaluates the plan and aligns it with own

business goals

Investor and Partner is convinced of the

business assumptions and commits to the

venture

Venture Agreement

Docmentation

Service Management

Documentation

OwnershipJoint Venture

Venture Capital

Firm Mobilization Plan and

Committed Budget

Suppliers and Service

Providers Are Contacted and Co0ntracted

Governance Model

Call Center Goes Live and brings in

the revenues.

Clients Are Solicited and Contracts Are

Assured

Contracts Are Signed and Go-Live Date Is Set.

Statement of Work

Call Center performance is evaluated and

measured against business goals and

milestones

Investor and Partner works with Call Center Management to sustain

call center performance.

Determines if venture has earned as it

has projected.

Decides to scale the business

Discusses with Call Center

Management ways to grow the business

Updated Business Plans Developed

Call Center Management

Starts Work On Scaling Call

Center

BPO Project Launch Workflow

The BPO Center can be launched fully operational in 45-60 days.

BPO FacilitiesExcellent Service Delivery can Only be Made

From Excellent, Work-Centric Offices.

Every center’s goal is establish office facilities that promote a working environment that enabling a functional and optimal performance.