Company Overview itel-BPO is a provider of business process outsourcing and contact center management services. We offer an integrated suite of back office operations including inbound/outbound customer engagement, sales, booking services, web chat, social media, data entry, and quality assurance services. itel-BPO focuses on helping clients to grow their consumer base, maximize lifetime value and increase their competitive advantage by offering solutions that will drive productivity and efficiency whilst achieving organizational targets. We have the management capabilities and the operational capacity sought by companies wishing to identify premium vendor partners in a variety of industries to provide workflow planning, real-time monitoring and direct customer intervention services. Over the last few years the company was awarded “Employer of the Year” within the BPO sector by the Jamaica Free zone two years in a row as well as our CEO was named as one of the top 50 visionaries within the Caribbean & Latin American BPO sector. The itel-BPO team operates sites located in Montego Bay & Kingston, Jamaica and in Freeport, Grand Bahama, The Bahamas. Click here to hear and see more about itel_BPO

YONI EPSTEIN Founder and Chief Executive Officer •  Current President of the Business Process Industry Association in Jamaica •  Represents ICT-BPO Industry on numerous private & public sector committees •  The 2013 Employer of the Year in Jamaica •  Ranked amongst the 50 most influential executives in Near shore outsourcing for

the Latin American and Caribbean region

MARIE WHYTE Country Director - Jamaica •  Over15 years of experience in the BPO industry •  Worked with Fortune 500 Companies such as Xerox, ACS, National Processing

Company and the well-known E-Services Group International

MICHAEL DALEY Country Director - Bahamas •  Almost a decade of call center operations experience and expertise •  Currently pursuing his Executive Master’s degree in Business administration at

University College of the Caribbean

Meet the Team

DUANE WILLIAMS Director of Information Technology •  More than a decade experience in the ICT industry •  Specific expertise in Systems Management, Network Management and Software

Development disciplines •  Holds many certifications including (MCSE, MCSA, MCDBA and CCNA)

Meet the Team

LISA LAKE Chief Development Officer •  Currently heads the Branson Centre of Entrepreneurship-Caribbean, a non-profit

initiative that gives aspiring entrepreneurs •  Holds a BA in Economics, a BA in Architectural Studies from Tufts University and

a MPA in International Development from Harvard University’s Kennedy School •  Sits on the Economic Planning Committee of the Private Sector Organization of

Jamaica

SHURLAND BUCHANAN Director of Quality and Training •  More than seven years as a Director in the Training and Development field •  Holds a Certifications in CCNA, CCNP, Business Administration, Six Sigma, Data

Mining and Advanced Learning Development Programs

MICHELLE YEO Human Capital Manager •  Has 15 years of experience in the BPO and Service Industries •  Designed and executed specialized HR programs •  Has successfully recruited over 2000 team members in multiple disciplines,

ensuring the right fit and encouraging productivity of their teams

Meet the Team

Our Clients

Travel Industry

Travel Industry

Telecoms/Utilities Industries

Our Clients

Medical Billing & Coding

Consumer Retail

Why We Are Different

Recruiting Quality Talent Through our established network, partnerships and reputation we are able to attract high quality talent. The Itel-BPO Agent 5-point Selection Process further filter the applicants.

Our tried and tested process •  Maximizes qualified hires •  Meets 100% fill rate •  Reduces attrition •  Improves overall performance

RESUME SCREENING

PERSONAL INTERVIEW

ATTRACTING TALENT

RESUMERESUME

PROFILING COMPUTER SKILL SET

PROCESS SPECIFIC

EVALUATIONS

AVE RAGE

POOR

GOOD

E X C E L L E NT

Employee Training & Development Detailed Introduction

a detailed company overview ensuring new employees understand who we are and what we are about is given upon employment with itel-BPO. Communication Skills

Every employee is accessed and trained at the highest level, ensuring effective communication skills.

Phone Time & Nesting The 'dry run' ensuring employees are comfortable and ready for action.

Soft Skills Exceptional customer service and sales training. Emphasis is placed on understanding and respecting customers and our quality norms and expectations.

Process Training To ensure all employees are comfortable with the processes and responsibilities to ensure a smooth work flow.

Ongoing Assessment & Certification Constant and consistent monitoring, testing, feedback and evaluation are conducted and supported by ongoing training.

Program Management Organization Supporting Call Center Implementation/Transition plans

SBU MANAGER Observe the successful development of the overall project at a high level

OPERATIONS MANAGEMENT Lead the project from an operational standpoint

FACILITIES MANAGEMENT TEAM Lead the site definition, layout & facilities readiness

PROJECT MANAGER (PM) Lead project team, tracks progress, delivers status, develops implementation plans

STAFFING & TRAINING MANAGEMENT Lead Resource Allocation activities, Hiring, Training, Staff readiness

IT /INFRASTRUCTURE MANAGER Define networking and hardware needs, oversees build & installation of system infrastructure

Staffing Management GLOBAL WORKFORCE MANAGEMENT

Network scheduling and forecasting

Reports management and analysis

Huddles

Real-time adherence, volume, and KPI monitoring reported to SBU Management

Messaging to sites

Weekly staffing and forecasting meetings

LOCAL MANAGEMENT

Real-time Site Specific volume monitoring

Huddles

Report adherence/attendance issues

AHT drivers investigated and analyzed at a local level

Weekly staffing and forecasting meetings

COLLABORATION EQUALS BETTER RESULTS

Drive schedule adherence CSAT

Attendance on bridges and

workforce chats

Communicate all issues Execute on KPIs

Retaining and Rewarding

Ensure effective onboarding

Our FAMILY Culture creates an environment of fair and equitable treatment. Employees are encouraged to speak freely.

Clear Communication whereby all expectations, remuneration, benefits and opportunities are explained.

Visible and supportive leadership and coaching along with providing tools, training and a supportive environment for personal and professional development.

Providing ample career growth opportunities

Ensure that associates feel rewarded, recognized and appreciated through Achievement Based Compensation.

Facilities | State of the art technology

| Comfortable & fun working environment

| We embrace our client’s culture | Highly educated & sociable workforce

| Accessible locations

| Secure

Network Connectivity

Itel-BPO Technology PROPRIETARY TECHNOLOGY Our HR Manager •  Employee data base •  Payroll module •  Robust security •  Quality module •  Workforce Management

module •  Voice Processing module

CRM Tools •  Customizable inputs •  Customizable outputs •  Automated reports •  Easy integration with other

systems

TOP RATED INDUSTRY STANDARD INFRASTRUCTURE Network •  Telecommunication

connectivity is VOIP •  Our SIP providers in US

are tier 1 rated •  Quality assurance

software •  Real-time software

Hardware •  Feature rich •  Reliable •  Compatible •  Secure •  With redundancies

Software •  Perform key analytics •  Always up-to date •  High immunity to known

vulnerabilities

CLIENT BENEFITS Features •  Standardized Reports •  Customized Reports •  Automated Reports •  Drill Down Reporting •  Agent Statistics Tracking •  Incentives Tracking to Agent

Level

Benefits •  Convenient, anytime access •  Archived reporting information

enables analysis •  Multiple reporting formats •  Reporting consistency •  Search function options •  Vehicle to introduce operational

changes through predictive analytics

•  Historical trending: site and agent

•  Customizable real-time Analytics for sales and loyalty programs

•  Access control system

•  Keypad entry for high security areas

•  Fire and smoke monitoring

•  Cameras: interior and exterior

•  Segmented network •  System patching

and antivirus •  Server/workstation/

network hardening

•  Security policies and procedures

•  PCI focus •  Security

monitoring: logging, IDS, Solarwinds

•  Security audits

Our Security

We are more than a Call Centre

•  We are an extension of your business, not just your call centre

•  We have a strong management structure and invest heavily in recruiting, training and incentivizing our team

•  Advanced hardware and software systems with a guaranteed 99.99% uptime and provide you with real-time reports positively affecting your decision making capabilities

•  We take every precaution to ensure the safety of your information

We are more than a Call Centre!At ITEL-BPO we believe in the value of information and feedback to ensure the constant improvement of our client’s business. This is why we place great importance on Agent-level Reporting and Analytics.

SALES CUSTOMER CARE

TRANSACTIONAL PROCESSING

MAXIMIZE SALES COMMISSIONS

WEB/IVR SUPPORT

Reservation • Cross/Up-Sell • Core Services: • Hotel (250k rooms) • Airline (All major carriers) • Travel Agency (We pay affiliate commissions) • Car Rental (All major brands) • Excursions (In the Caribbean Region)

• Core Service Support • FCR & Escalation • Frequent Traveler Requests

• Data Capture / Data Conversion • Develop/ Manage Transactional Solutions • Cancelations • Web Portals • Debit Memo • Exchanges • Queue Management • Refunds • Schedule Change

• Competitive rates with high margins • Revenue Sharing • Weekly competitive analysis

• 1st contact resolution • Call Segmentation • Chat (Text) & email solutions • LOB feedback • Self-service • Strategy Development • .com analysis

We are more than a Call Centre We observed the importance of social media to our clients and noticed the void currently offered in the local market. Itel-media offers international management and social media solutions to our clients so as to maximize their presence and impact in the ever important World Wide Web.

We are more than a Call Centre itel-Travel uses itel-BPOs award winning call centre infrastructure to offer solutions for untapped revenue for hospitality brands. It provides business-to-business travel technology solutions to the market locally & regionally. Through its platform, users have access to 250,000 hotels globally where itel-BPO currently receives very generous discounts on excursions, airfare and rental cars at below market prices - 400 airlines, 250,000 hotel properties, 17 cruise lines and 36 car rental brands. Current success of this new brand boasts levels of sales conversions in excess of 40%.

CONTACT US:!

www.itelbpo.com

BAHAMAS Unit 6-11 Trehl Plaza West Atlantic Boulevard Freeport, Grand Bahama Island The Bahamas Tel: +1-242-350-3600

JAMAICA 1 Pimento Way Cazoumar Free-Zone Suite B201 Montego Bay, Jamaica Tel: +1-876-953-6907 #9 Halfway Tree Road Kingston, Jamaica

@IOutsourcers