World-Class Service Contact Center & BPO World-Class Service Contact Center & BPO

MAX SPEED AUTO TRANSPORT is World Class service BPO & Contact Center service provider, providing access to one of the largest bilingual workforces in the country. MAX SPEED is designed with the latest generation technology to offer secure high quality services at a competitive price. Commitment Diligence Integrity Service Excellence W HO WE A RE MAX SPEED has installed capacity to scale to 150+ agents with robust Inbound, Outbound and Back Office capabilities.

MAX SPEED can improve quality, efficiency and availability, while providing cost saving of 15% to 20% for organizations looking to outsource one or more of their business process or acquiring contact center services. o Clearly defined KPI (Key Performance Indicators) o Best talent and human resources o Best technology o Scalable Infrastructure o Secure Data Management (PCI Compliant) o Efficient processes o Continuous Quality Assurance o Best Training and Coaching programs MAX SPEED V ALUE P ROPOSITION O UR V ALUE C HAIN o English and Spanish communication capabilities o Neutral Accent and cultural affinity o Fast Growth o Personalized services with quick response o Zero cost of ownership o Overall cost reductions A DDITIONAL A DVANTAGES We provide value to our customers by having a strong value chain, understanding our customer’s objectives and allocating all the necessary resources for fast growth and scalability.

S ERVICES MAX SPEED offers a variety of services in multiple verticals, including: C ONTACT AND C ALL C ENTER o Customer Service o Help Desk o Surveys o Inbound / Outbound Telemarketing o Collections and payment reminders o SMS Broadcast o Interactive Voice Response (IVR) o Automatic Call Distribution (ACD) o Automatic and Predictive Dialing o Voice Message Broadcasting o Upselling and Cross Selling o Appointment Setting o Inbound / Outbound Sales o Inbound / Outbound Telemarketing

T ECHNOLOGY MAX SPEED Contact Center is based on the latest in Call Center Servers and Communications Technologies. Our Contact Center Technologies include: o Biometric Reader Access Security Points o Uninterrupted Power Supply o Clean Desk Policy and Paperless Environment Throughout the Company o Dell Thin Client Workstations o PBX System o Firewalls, Routing and Switching o Interactive Voice Response (IVR) o Automatic Call Distribution (ACD) o Dell Servers o Backup Technology o Local IT Support o Close Circuit Cameras

The different procedures of our Quality Assurance Department are implemented with the purpose of improving customer experience and eliminating inefficient operations and practices. MAX SPEED recognizes that to become the number one choice for our customers we need to go beyond traditional call centers. This motivates us to diligently perform the following quality assurance activities: Q UALITY A SSURANCE o Recording and monitoring calls in real time in order to identify weaknesses and enhance the strengths of the process, agents, or other relevant factors. o Implementation of evaluation standards according to the requirements of each campaign; these standards are for weekly and monthly assessments of each agent and are fine tuned to contribute to key performance indicators. o Progressive and positive reinforcement training in which, after explaining the process to the agents, they are introduced to the concepts of call monitoring, evaluation based on recordings, self discovery and individual participation in the process. O UR CARE S PECIALIST Our team includes specialists in the areas of contact centers. Proven skills, experience and advanced education are some characteristics that all our specialists share. Our talented operations, information technology, management and quality control personnel make it possible to exceed our customer’s expectations.

Staff recruitment in our company is a process aimed to attract qualified candidates that will be loyal to the company. That is why our main recruitment method is through internal referrals. To reinforce our recruitment objectives, we make use of other sources of candidates, such as: publications in key city newspapers, social media, and job fairs. R ECRUITMENT T RAINING Our agents are representatives of our customers. That is why our training programs include product training, CRM and dialing software training, customer service skills, leadership development, communication skills and online tests. We also work closely with our customers to provide campaign and product specific trainings for their representatives in ongoing projects. The training process does not end at the beginning of a campaign; it becomes a recurring process in which our Quality Assurance Department conducts performance tuning and customized training according to the strengths and weaknesses of each individual. The selection process begins by analyzing the profile and resume of each candidate; we then assess the competences of each candidate through a series of interviews and group activities that help us examine the various important characteristics we strive for in our staff. Additionally, we believe that the opinion of our customers is very important. Once we have selected a group of candidates, our customers have the opportunity to conduct one or more additional interviews to each of candidates virtually via Skype.

(502) th. Avenue 1-51 Zone 9, Faillace Building 7th Floor, Guatemala City (502) th. Avenue 1-51 Zone 9, Faillace Building 7th Floor, Guatemala City