CRMEXCHANGE

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Welcome to our Maiden IssueUnder Rommel and Scott’s leadership, we’re pleased and proud to have the right people in the right positions to enable landmark successes in 2013 and ensure even greater performance in 2014. Let’s hear from them in their own words.

2013 was a milestone year for SPi Global. Operationally, we revitalized our mindset, strictly focusing on the “brilliant basics” that allowed our unit to prioritize performance, and optimize reporting and developmental efficiencies to get the returns we desired. We created our charter, supporting the vision, mission, and values of the company: “We at SPi Global are customer-centric champions, cultivating change by strengthening and igniting the passion of our leaders, and delivering more than just metrics.” These words have been taken to heart by every team member, which has contributed to our performance gains and organic, double-digit growth, including in terms of the number of new logos we acquired.

2013 has set the tone for us to establish an even higher level of revenue gains, while generating customer satisfaction highs for the group. We are positioned to provide more efficiencies, to drive for change, and to pursue excellence, as part of our continuous improvement and Six Sigma DNA. We will achieve double-digit growth again and US$100M revenues for the first time. We will continue to collaborate and deliver results as a team. SPi Global is ready. We know there are challenges and difficulties ahead, but, guided by our new theme, Achieving More, with Less!, 2014 will be another exciting year.

What continues to amaze me is how SPi Global shows no sign of slowing down! Having been a member of the CRM team for nearly four years, I can unequivocally say that we continue to reinvent ourselves, and have immense pride in staying fresh by challenging our 8,000+ call center employees daily. Our success stories in 2013 are just the beginning of something special.

SPi Global is well-positioned for continuous growth as the right-sized BPO Company that delivers exceptional call center services 100 % of the time. We added US and near-shore locations that paired well with our CRM delivery model of driving exemplary service, multi-channel support, and delivering positive client experiences enhanced by our Lean Six Sigma competencies. Leaving few stones unturned, we addressed site aesthetics, IT efficiencies, and revisited our middle management teams. We refined our communication channels, level-set expectations, and infused innovation in our daily processes. These changes generated immediate, positive results. Our Sales, Marketing, and Operations teams are now better-equipped than ever to enrich the total customer experience. Forward thinking defines SPi Global, and we continue to redefine the call center landscape, making the impossible possible.

Official newsletter of SPi Global’s CRM business unit

IN THIS ISSUEJanuary 2014

Operational Highlights pp. 2-3 2013 was a milestone year for us... and it’s all thanks to you!

Sales & Marketing Highlights p. 4 Get to know our Sales and Business Development team.

Rommel Regino Senior Vice President, Global Operations Customer Relationship Management

Scott Mann Senior Vice President, Business Development Customer Relationship Management

Look at Everything We’ve Achieved!

In 2013, SPi Global’s CRM business unit, as a whole:

• Wasnamedoneofthe100 Top BPO Leaders by Global Services, for the eighth consecutive year. We were ranked among the:

— Best 10 Leaders in Entertainment and Media

— Best 20 Leaders in CRM

• OpenedourfirstUSonshorefacilityinMadison,Wisconsin, hiring no less than one hundred team members to support a leading provider of satellite TV services.

• Rapidlyexpandedournear-shorecomplementinNicaragua, now totaling over a hundred seats to support retail, education, and consumer services.

Operationally, our individual teams also enjoyed great successes.

(serving Dish Network, one of our largest and most tenured clients, with a nearly 12-year-long relationship)

• SPiGlobaltopstheGlobalRankingsforRetention Work versus 10 other sites (onshore and outsource).

• SPiGlobalisnowtheonlynetworkoutsourcerthat supports the entire customer lifecycle: sales/acquisitions, customer care and service, and retention activities.

• 2014 saw a 200% increase in incentives and awards, approaching US$450,000.

• Ourheadcountisnowabove2,300, compared to 2012’s average of 1,900.

• NewprojectlaunchesincludedSMRM (Social Media Response Management), Competitor Intelligence Suite, and Outsource WFM activities.

“With the energy and resilience we saw in 2013, there is no doubt that 2014 will be another great year for Dish. Thank you very much, Team, and I cannot say enough how proud I am to be part of our group.”

JP Meris Vice President, Operations

DISH

Inauguration of our first US onshore facility in Madison, Wisconsin.Gracing the event are top SPi Global and Dish executives (below, from left) Scott Mann, Senior Vice President, Business Development (SPi Global); Russel Bangert, Director, Direct Sales (Dish); Maulik Parekh, President and CEO (SPi Global); Kieran Callaghan, Vice President, Direct Sales (Dish); and Mark Belcher, Site Director (SPi Global).

PLDT GROUP

(serving PLDT Companies such as Meralco, Infocom, and SMART/Sun)

• Superlativeresultsweredeliveredtosupport SMART’s migration to PLDT, with spitfire decisions handled, to scale for seasonal and on-demand ramps.

• WecontinuedtoablysupportMeralcoandInfocom, managing the seasonal and especially volatile emergency support ramps in the utilities and media fields.

• Ourthrivingpersonnelcontingentwasmaintained, with over two hundred employees dedicated to SMART/Sun alone.

• NewprojectlaunchesincludedSMRM(SocialMedia Response Management) and results utilization for Marketing Case Study.

“SPi Global remains nimble and scalable in not only handling rapid shifts in volume (ramps), but also its ability to satisfactorily fulfill the intensive IT requirements needed to support mobile, utilities, and travel and tourism requirements.”

Aly Antonio Vice President, Operations

PLDT GROUP

an SPi Global company

(serving SPi Global’s most diverse mix of clients and locations, including Air Asia, LG, and Project Recall)

• OurAirAsiacontingentgrewamazinglyinlessthan a year, going from 17 full-time employees (FTEs) in the first quarter to 101 by year-end.

• US-basedprogramsLGandProjectRecallenjoyed satisfying growth as well, with the result that we are now entering our second year of engagement with both.

• TeamDumaguetesupportsnotonlyour three business units, but is the launching pad for our new 2013 logos AP, Afligo, Equifax, GEC, and Chew.

“I serve as their beacon, but every day I am rewarded with motivated and capable leaders and managers in fulfilling our goal of meeting client expectations 100% of the time”.

Ricelle Matti Vice President, Operations

GLOBAL ACCOUNTS

Thanks and congratulations to the entire SPi Global family—especially you!We’d like to thank you for viewing our first newsletter of 2014. Our next edition will roll off the presses in February, just in time for Valentine’s. If you’d like to subscribe to our monthly mailing list, do email us today at crm@spi-global.com.

Sales and Business Development2013 marked a period of progress within Sales and Business Development. In response to the challenge of positioning ourselves as a global player, our leadership team actively sought personnel who would have an immediate impact on new logo acquisition.

• Mike Biedronski, Vice President of Business Solutions, was hired in January 2013. Now celebrating his first full year with SPi Global, he’s been instrumental in compartmentalizing our IT Solutions, Telephony, and Process Engineering within Sales and Operations. His experience and expertise yielded rapid closure of many of newer logos: Equifax, Academic Partnership, Afligo, and GEC.

• Brian Salvatori, Vice President of Business Development, transitioned from Dish to SPi Global in October 2013, after over eight years of service. He’s challenged with expanding our existing Dish footprint, applying best practices and client visibility to the customer experience, seeking new logos, and serving as our predominant figure for eMedia engagements such as webinars, workshops, and seminars.

• Lee Gills, Vice President of Business Development, joined our team in October 2013. Nicknamed “The Hunter”, Lee has an impressive roster of contacts and thrives in the tumultuous CRM environment of abundant competitors, having already snagged face-to-face meetings at a record pace. He’s a seasoned call center veteran, having worked at competing firms like Sitel, Teleperformance, and 24/7.

New LogosAs a team, our Sales, Business Development, Marketing, and Account Management units garnered an impressive number of new logos in the past year.

Wait, there’s more!

Where will SPi Global be in 2014?

Our Sales, Marketing, and Solution teams will keep participating in industry-leading events, workshops, webinars, and panel discussions.

Argyle Executive Forum January 30, 2014 11:00 a.m. to 12:15 p.m. (virtual event)

Execs in the Know February 3 to 5, 2014 Manchester Grand Hyatt San Diego, 1 Market Place, San Diego, California

IAOP Outsourcing World Summit February 17 to 19, 2014 Disney’s Contemporary Resort & Conference Center, Lake Buena Vista, Florida

To learn more about our shared services suite and our award-winning contact center solutions, join us at one of these events soon, and learn how you can do more with less!

If you’re interested in scheduling a face-to-face meeting at any of these events or contacting our CRM team directly, please send us an email at crm@spi-global.com.

UPCOMING EVENTS