CONTACT CENTER /SITE SELECTION SERVICES

NAI Global Contact Center/Site Selection Services

NAI Global Contact Center/Site Selection Servicesprovides a comprehensive array of specialized services tohelp companies optimize their investment in call/ contactcenters and service center operations.

Our approach is both client-driven and results-oriented,and starts with the recognition that labor is the mostimportant component in a successful contact centeroperation. Our highly skilled team combines over 25 yearsof experience analyzing labor markets, negotiatingmunicipal and state/provincial incentives and performingsite selection for companies in a broad range of industries.

We combine that experience with global expertise inoffice, industrial and build-to-suit markets worldwide. Aspart of NAI Global, we’re connected to the world’s premiernetwork of real estate firms—8,000 professionals and 375offices in 55 countries around the world.

Our team has completed site selection assignments onover 7 million square feet of contact center space. Theseprojects have created over 70,000 jobs and $13 billion ineconomic value over a 10-year lease while saving ourclients over $2.4 billion annually over the same time frame.Where can we help you today?

Our Services

NAI Global Contact Center/Site Selection Servicesprovides a comprehensive menu of services to assistcorporate clients in all aspects of their call/contactcenters, service centers and back-office operations. Wecombine decades of experience with the industry’s largestglobal managed network, proprietary databases and bestpractices to help our clients achieve their objectives whileminimizing their total labor costs. Our services include:

Strategic Services & Planning

Our team works closely with key members of our client’steam to help determine the client’s real estate objectivesafter understanding its business needs and issues andconsidering growth projections, financial goals, marketconditions and the need for flexibility.

NAI maintains an extensive database of available contactcenter properties and available labor statistics in mostprimary and secondary cities throughout the U.S. We haveexperts on the ground in over 55 countries worldwide withthe local market knowledge, contacts and relationships toresearch markets quickly and identify opportunities. Weaccess additional resources, including city/county economicdevelopment agencies and utility companies, to respondwith accurate information in a timely manner.

NAI Global Contact Center/Site Selection Services assistswith the preparation of employee and customer locationdemographics. We are skilled in the preparation of marketanalysis for labor bases, training and wage information, andanalysis of competitive industries drawing on the same laborpools. NAI professionals also can assist in other areas suchas negotiation of inducements/incentives designed toencourage relocating.

Our experience in completing over hundreds of contactcenter projects often yields additional benefits for our clientsin the form of incentives and assistance in arranging landacquisitions, obtaining zoning/entitlements and overcomingother regulatory obstacles.

Site Selection & Market Analysis

Once the specific site selection objectives--desiredgeographic areas, telecommunications and building or sitecriteria—are identified, our team will analyze demographic,labor, economic, competitive and infrastructure resources todetermine the best possible relocation or expansion area,and will provide information about alternatives that meet theclient’s requirements in a comprehensive matrix. This matrixwill include information regarding all labor and wagedemographics, taking into consideration the following:

� Hourly wage rates for Teleservice Representatives (TSRs) � Demographic/Unemployment Rates � Civilian Labor Force � Job Training Programs � Incentive/Abatements � Real Estate Costs � Telecommunications Infrastructure � Major Contact Centers in the Area � Tax on Long-Distance Calls � Airport Access � Freeway Access � Public Transportation � Proximity to Colleges & Universities � Multi-Family Housing

At NAI Global, our Site Selection process begins with acomprehensive analysis of demographic, labor, economic,competitive and infrastructure resources to determine thebest possible relocation or expansion area. It concludes withan exhaustive search to identify all existing and/ordevelopable real estate sites in the communities identified.

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Incentive Negotiations

NAI Global Contact Center/Site Selection Services assistswith the preparation of employee and customer locationdemographics. We are skilled in the preparation of marketanalyses for labor bases, training and wage information,and can also assist in other areas, such as inducements/incentives designed to encourage relocating. Typically,users can access some of the following incentives:

Reinvestment/Zone/Tax AbatementMany counties and the boards of relevant school districtshave adopted guidelines for the abatement of real propertyimprovements for qualifying businesses. Abatement on realproperty improvements could be obtained in a county-designated Enterprise Zone.

Enterprise Zone Project DesignationIf the client commits to a major expansion/relocation withinan Enterprise Zone, the county could nominate it for

designation by the State Department of Commerce as anEnterprise Zone Project. This designation providesadditional economic incentives from the state, such assales tax rebates based upon the number of newpermanent jobs created.

Site PreparationFunds may be provided for site preparation and possiblypublic improvements, dependent upon the type and natureof the work required. For example, should the client locateon a site that is served by county-owned and county-maintained roads, the county could provide assistance insecuring funds and scheduling of improvements required.

Job Training Partnership FundsVarious counties may work with the cities to secure JTPFtraining programs and targeted job tax credits for itsworkforce.

Day Care ProviderSome counties may work with the clients to secure aqualified day care provider to operate an onsite day carefacility for employees.

Tax AbatementsVarious cities and counties may provide tax abatements ona case-by-case basis.

Minimum Eligibility RequirementsNAI Contact Center/Site Selection Services will assist inreviewing, on an individual city and county basis, theminimum threshold eligibility requirements to qualify the taxabatements and the preliminary application steps. TheCounty Commissioner’s Courts of City Councils ultimatelywill be the final authority on all such requests, and publichearings may be necessary.

Architecture, Design & Construction

Completing over 7 million square feet of contact centerspace has given us tremendous insight into the factorsthat lead to success, particularly in the area of architecture,design and construction. We have relationships with themost experienced architects, interior designers and spaceplanners, and also work with the client’s in-house teamand/or preferred vendors to ensure the success of each

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project. Through our Construction Management ServicesPartnerships, we can provide specifications for the client’srequirements, review proposed floor plans and interior finishrequirements, and analyze building mechanical features,HVAC systems and security systems. We will ensure allcosts for construction are bid competitively to provide thebenefits of competition to the client instead of to the buildingowner. Our Construction Management ServicesPartnerships can assist the client throughout the entirecourse of the project to ensure completion on time andwithin budget.

Process Management

NAI Global Contact Center/Site Selection Services providesclients with turnkey solutions. We will manage the entireprocess, from site selection to move-in.

Once the site selection phase is completed and targetmarkets are determined, proposals will be requested fromowners and landlords whose sites or buildings appear tomeet the client’s preliminary requirements. We will provide adetailed and precise RFP format that will form the basis forfurther negotiations and will save significant time and moneyfor our clients by initially addressing specific concerns. Uponreceipt of the proposals, we will prepare a formalpresentation for the client that will include summarized,comparative analyses of all requested information with aneconomic analysis of each proposal.

NAI Global is experienced in the preparation of financialmodels that will allow accurate comparisons of all options

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The Ideal Floor Plan

The exterior of the facility is designed to attractemployees and give them a feeling of pride with thecompany they are working for. The interior of the facilityis designed to help retain employees by providing themwith as spacious a working atmosphere as possiblewith as much natural light as possible yet designing theoffices and modular furniture for optimum operationalbenefit. This means that the close proximity ofsupervisors to customer service reps is as close aspossible and that the supportive rooms such as thecafeteria, lockers and restrooms minimize the time theCSRs are away from the phones.

based upon each landlord or developer’s response to theRFP. Our financial analysis software was specificallydesigned to analyze tenant/user real estate transactions fortotal occupancy costs.

Our team is highly skilled at developing and implementingcustomized negotiation strategies to give our clientsmaximum flexibility and leverage. NAI can negotiate allaspects of the transaction, including economics, liabilities,operational and legal issues, ADA requirements andenvironmental issues. It is important to ensure the client isprotected in all areas in addition to receiving the bestachievable financial deal. We have successfully negotiated awide variety of transaction types, including build-to-suits,acquisitions, dispositions, leases, renewals, subleases,sale/leasebacks, tax-free exchanges, easements, options,buy-outs, condemnations and synthetic leases.

Post-Project Evaluation

Following each transaction performed by NAI GlobalContact Center/Site Selection Services, a Post-ProjectEvaluation is prepared summarizing the final business pointsof the transaction and the value-added results achieved.

Our Clients

The NAI Contact Center/Site Selection Services team has completed site selection assignments on over 7 million squarefeet of contact center space for companies in a wide range of industries. A partial list of the firms our team has representedincludes:� Abatix� ADC Telecommunications� ADP� Allegiance telecom� AmeriCredit Corp.� Business Interiors� Capital One Financial Corp.

� Comdata Corp.� ECE/Stream� Etalk� GC Services� Omnipoint Communications� Prime Office Products� RMH Teleservices

� Siemens-Rolm� Spherion� Sprint PCS� Valor Telecommunications� White Rock Networks� Willis-Corroon� Xerox

Dublin

London

Lincoln

Manchester

Plymouth

Liverpool

Glasgow

Cardiff

Carlisle

GREECECYPRUS

L I B Y A

TUNISIA

E R I A

G E R C H A D

EGYPT

S U D A N

CENTRALAFRICANREPUBLIC

CAMEROONRIALAGABON

CONGO Z A I R E

RWANDABURUNDI

UGANDA KENYA

SOMALIA

A N G O L A

NAMIBIA

Z A M B I A

TANZANIA

MALAWI

ZIMBABWE

BOTSWANA

MOZAMBIQUE

SWAZILAND

LESOTHO S O U T H AFRICA

MAURITIUS

SYRIALEBANON

ISRAEL JORDANI R A Q I R A N

S A U D IA R A B I A OMAN I N D I A

AFGHANISTAN

PAKISTAN

SRILANKA

NEPAL BHUTANBANGLADESH

BURMA LAOS

THAILAND

CAMBODIA

VIETNAM

M A L A Y S I A BRUNEI

PHILIPPINES

TAIWAN

I N D O N E S I A

A U S T R A L

SOUTH KOREAJ A P A N

KUWAIT

Doho City

Kuwait City

UNITED ARABEMIRATES

Johannesburg

Dubai

ChandigarhChonquing

Xiamen

ShanghaiTel Aviv

Cape Town Port Elizabeth

Pretoria

Durban

A R K A N S A S

LOUISIANA

M I C H I G A N

M I N N E S O T A

M I S S O U R I

N O R T H D A K O T A

WASHINGTON D.C.

W I S C O N S I N

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Pittsburgh

Burlington

Milwaukee

S O U T H C A R O L I N A

W E S TV I R G I N I A

PENNSYLVANIA

Seattle

KENTUCKY

TENNESSEE

UNITED STATES OF AMERICA

CANADA

Daytona Beach

Orlando

Little Rock

Spokane

Los Angeles

Sacramento

Virginia Beach

Regina

C U B A

HAITI

JAMAICA

DOMINICANREPUBLIC

BAHAMAISLANDS

Nassau

MEXICO

Completed Projects

CONTACT CENTER /SITE SELECTION SERVICES

Build on the power of our network.™

NAI Global Contact Center/Site Selection Services is part of NAI Global, oneof the world’s largest global real estate service providers. NAI Globalmanages a network of 8,000 professionals and 375 offices in 55 countriesaround the world. Clients come to us for our local knowledge and businesssavvy. Build your business on the power of our global network!

To learn more about our services, contact:

Van Power, SIOR Chief Operating OfficerNAI Global Contact Center/Site Selection Services

4851 LBJ FreewayDallas TX 75234USAPhone +1 214 256 7156Fax: +1 214 256 7101Email: vpower@naicontactcenters.com