Delivering the Guru ExperienceThe Office Gurus Executive Summary • June 2018

2

One passion. Delivered with proven experience and expertise.

About The Office Gurus

Founded in 2005 and headquartered in Seminole, Florida, we have one focus:

Innovative and Tailored Customer Experience SolutionsDelivered as a transparent extension of our client’s organizations and through a unique operating model that ensures world-class service delivery and profitable outcomes.

2017 Employee Growth

95%

3

• Wholly-owned subsidiary of Superior Group of Companies, NASDAQ Corporation

• A flat organizational model ensuring optimized communications and support

• PCI, HIPAA, TCPA, TSR and DNC compliant

• Multi-lingual omni-channel support offerings

• An experienced management team and dedicated agent model

About The Office Gurus

Solutions you can trust.Support that will keep your customers happy.

5-Year Compound Annual

Growth

41%

4

ATL

2H 26M

2H 26M

2H 26M

IAH

MIA

2H 26M

2H 26M2H

26M

2H 26

M

2H 26M

1H

Guru LocationsEl Salvador • Belize • USA

El Salvador

Belize

Florida

5

ATL

2H 26M

2H 26M

2H 26M

IAH

MIA

2H 26M

2H 26M

2H 26M

2H 26

M

2H 26M

1H

El Salvador

Belize

Florida

El Salvador • Belize • USA

Guru Locations

El Salvador Location

6

A full suite of inbound customer management solutions including Customer Care, Technical Support, Reception and Order Entry.

Inbound Gurus Solutions

ACDTurn-key robust cloud-based solution

SupportBlended environment with voice, email, chat and SMS

PerformanceJust-in-time, real time and historical adherence, quality and KPI management

Additional OfferingsSpeech analytics, knowledge base, LMS and WFM

CompliancePCI, information security and client specific compliance training delivered to all staff

7

Outbound Guru SolutionsAn array of outbound customer management solutions including Lead Generation, Appointment Setting, Customer Acquisition, Retention, Win Back and Data Hygiene.

Compliance• TCPA• DNC• PCI

Technology• Speech Analytics• LMS and knowledge base• Predictive Dialer• TCPA Compliant Solution

Analytics• Disposition Data• Speech Analytics• Sales and Acquisition Process Analysis

8

Guru Capabilities & Experience

Workforce Management Scheduling Optimization

Speech analyticsReal time logic-based cloud routing

Drag and drop custom IVR builderProprietary quality assurance suite

CRM data visible to production floor

RTA and Historical Compliance

DID and ANI driven script and KB pushes

Warm TransfersProspecting Lead Qualification

Post call follow up

Education

Home ServicesE-CommerceLegal

Food Service

Retail and CatalogSatellite TV

Cable/MSO

Wireless TelecomTechnology Publishing

Promotional ProductsHome Services

Industrial Supplies Home Warranty

Real Estate TravelHealthcare

Energy

Financial Services

9

CX Support Solutions360° Customer Care Support

• Order Taking• Crisis Management• Issue Resolution• Welcome Calls• Dispatch• Upsell/Cross-Sell• Account Verification• Bill/Payment Information• Reservation Creation• Subscription Services• Warranty Support• Issue Related Triage• Product Information• Scheduling

Pre & Post Sales Support

• Sales Support• Inbound Sales• Outbound Sales• Lead Generation• Appointment Setting• Win-Back• Account Management• Subscription Renewal• Data Hygiene• Market Research• Lead Qualification

and Warm Transfers• Upsell/Cross-Sell

Level 1 & 2 Technical

Support & Help Desk

• Troubleshooting• Hardware Support• Software Support• Internet Support• PC/Server Support• Upsell/Cross-Sell• Warranty• Post Warranty• Password Resets

Back Office Support

• Account Payable & Cash Application

• Order Entry• Quality Assurance• WWFM and Forecasting• Image Processing

(eFax, email, fax)• Logistics Services• Custom Application

Software Development Solutions

• Web Design Services• Customer Data

Management• Social Media Monitoring

10

Our Client Solutions & Operations support structure is designed to ensure constant communication and continuous improvement. The TOG Client Solutions Manager serves as the account manager facilitating the client partnership while ensuring performance goals are met and exceeded.

Business Critical Support Roles

CLIENT LOGO IN THE CENTER

Operations Site Director

VP of Client Solutions/Operations

Client Solutions Manager

Sr. Manager of Client Solutions

Agent

OperationsManager

Supervisor

11

The Guru Operational Framework

12

We understand that great experiences begin with great people. Our selection process ensures candidates are a right fit for us as well as our clients’ support programs.

Gurus Selection Process

Initial English Communication Evaluation

Company Branding and Pre-Qualification

Company OverviewBehavioral Interview Questions

Expectation SettingAssessing Job and Culture Fit

Conversational SkillsWillingness to Accept

Feedback and Apply Coaching

English FluencyGrammar & Comprehension

Required Skills Testing

OperationsClient Solutions Manager

TOG welcomes our clients to be involved in the process

Percent of our near shore agents that either grew up or spend a significant amount of

time in the United States.

65%

Phone Interviews

Face-to-Face

InterviewsScript

RehearsalJob-Related

AssessmentsFinal

Interviews3rd Party Testing

Background CheckOnsite Drug Test

13

Agent Retention Strategies

Increase in tenure since instituting these programs.

XX%

FunCompany events, contests, on-site cafeteria, break room with games, holiday parties and Internet kiosks.

BenefitsBenefits package including both health and life insurance and retirement plan.

EmpowermentAgent involvement creating non-linear contributors.

CompensationHigher employee wages than local contact center labor market.

CommunityComprehensive social responsibility program in each country.

OpportunitiesClearly communicated career path and company provided training.

14

Knowledge Management and Continuous Improvement Throughout All Points of the Agent Lifecycle

Agent Lifecycle Management

Greet and SeekExpose and DisposeActive CoachingReturn and Confirm

Client ResidualCompliance Residual TrainingSystems Residual TrainingStrategy Residual Training

Designated Nesting Period Area

Live MonitoringReal-Time Feedback

OrientationClient Branding

Strategy TrainingProduct TrainingSystem Training

Compliance Training

New Hire Training

Nesting Period

Production Agent

Ongoing Training

18

Guru Case Study: Meal Kit DeliveryOpportunity StatementTOG was selected and awarded a pilot program. The initial “proof of concept” of 5 agents has now grown to over 150 outsourced agents at TOG, across several lines of business.

The Guru Solution• Transferred tribal knowledge and best

practices to exceed goals• A customized outsourcing solution –

no cookie cutter• Uncovered new revenue opportunities

and customer contact channels• Scripting, training and quality modules

to maximize customer experience• Universal agent queues to effectively

manage call volume bursts

Key Outcomes • Increased sales conversion and

reduced cost-to-acquire• Reduced overall operating costs

with our domestic/nearshore sites• Provided scalability, flexibility and

subject matter expertise• Business continuity and risk

mitigation

of customer activation costs

173% Reduction

on customer service costs

50% Savings

sales conversion and reduced cost to acquire

Increased XX%

19

Your Guru Solution

20

Implementation & Timeline

RecruitingUsing customer specific agent profiles, The Office Gurus will deploy its proprietary recruiting model to properly identify, assess and staff the your team with Brand Ambassadors that meet your brand’s unique profile.

DefineWe believe that a close working relationship with constant communication is extremely important throughout implementation and the life of the partnership. Your Client Solutions Manager will ensure that we have a clear understanding of goals, objectives, key metrics and IT platform so that our agents can truly work as an extension of your organization.

21

BuildOur IT team will customize our blended platform to meet your expectations and create a seamless transition into our organization. Your assigned team of Brand Ambassadors will utilize state-of-the-art technology and receive world-class training in order to work as efficiently as possible in an effort to provide a cost-effective, quality-driven end product.

TestingYour Client Solutions Manager will coordinate IT testing with an assigned stakeholder to ensure all software integration is working properly (e.g. Salesforce screen pops), data transfer is operational and accurate, reporting format and delivery meets expectations and dialer settings are correct and functioning properly.

23

Deployment: El Salvador

June 1Business Awarded

June 4Implementation

Discovery Sessions Begin

June 11Recruiting

Begins

June 25Wave #1 New Hire

Training Begins

June 18-29Tech End to End Testing

July 2Wave #1 in Production

25

Looking Forward

The Outlook• Inbound Program Launch by Q4 2018

• Ramp to 150 Agents by Feb 2019

Next Steps• NDA Signed & MSA Review

• Define Requirements

• Brand Alignment

• Recruiting

26

For More Information

Call 888-847-7422

Thank You

Visit theofficegurus.com

Email learnmore@theofficegurus.com

28

Guru Location: El Salvador

The Office Gurus Locations: El Salvador • Belize • USA

The People• Salvadorans are famous for

being extremely friendly, warm and hospitable

• Cultural affinity to USA culture• Known for having one of the

most neutral accents in Latin America for both English and Spanish

• Well educated – 150K students enrolled in advanced university and/or technical education programs

Location• Close proximity to USA• Several flights from

Minneapolis on American, Delta and United

• Population: 6.34MM• 2.5MM Salvadorans live

in the U.S.• One of the worlds most

popular surfing destinations

Infrastructure and Facility• Democratically-elected

government• Highly-developed telecom • Stable and deregulated

energy infrastructure• The dollar is the national

currency• Capacity: 1200 Seats

29

Guru Location: Belize

The Office Gurus Locations: Belize • USA • El Salvador

The People• Only country in Central

America where English is the first language

• Cultural affinity to USA culture• About 40% of population

speaks Spanish as a 2nd language

• Well educated agent pool looking for long-term careers

Location• Close proximity to USA• Less than a 2 hour flight

from Miami with direct flights from several major hubs

• Prime tourist / retirement location

Infrastructure and Facility• Democratically-elected

governments• Modern telecom

infrastructure• Stable currency – fixed 2:1

against the U.S. dollar• Capacity: XX Seats

30

Guru Location: Seminole, Florida

The Office Gurus Locations: USA • Belize • El Salvador

The People• Population of approx. 18,000

and only 15 miles away from St. Petersburg

• Two University of South Florida college campuses in the area

• Bi-lingual Population

Location• Less than 30 mins from Tampa

International Airport• Metropolitan area includes

Tampa, St Petersburg and Clearwater all of which surround Tampa Bay

• Known for its watersports, parks, and proximity to popular tourist attractions

Infrastructure and Facility• Fully Redundant

Infrastructure• Contact center located in

corporate headquarters• Capacity: 250+ Seats