Transforming the customer experience Minority Owned MBE Certifications Applied For

© 2013 Perfetta, LLC 2 2 Message from the CEO I want to thank you for the opportunity to introduce our company. Our mission is to offer you the best People, Processes and Solutions. Values have real meaning for us, and guide our thoughts and actions:  Focusing on our customers future first  Embracing entrepreneurial thinking  Developing the talents of our people  Integrity and responsibility in our actions We're committed to creating long-term value for our customers, employees, and communities. The Perfetta model is based on having the latest technology, training, and people to provide the best customer experience for the people that matter most, your customers. We look forward to serving your customers needs. Sincerely, Joseph J. Sanders

© 2013 Perfetta, LLC 3 About Us 20+ years top-tier Contact Center experience Applications on file for multiple MBE certifications Focus on improving disadvantaged and at-risk communities Ensure diversity in workforce Partner with top-tier suppliers

© 2013 Perfetta, LLC 4 Experience with High Profile Clients

© 2013 Perfetta, LLC 5 Perfetta/NexxLinx Partnership  Experienced Management Team  Broad industry experience  Genesys, TeleTech, Unisys, T-Mobile, Siemens, Verizon, EDS  Provides unique end to end solutions  Telephony/Telecommunication, Technology, E-commerce/Retail, Publishing, Logistics, Healthcare, Media/Entertainment, Financial Services, Utilities and Government  Top 25 BPO—US-HQ in Atlanta.  Global Contact Center Footprint  US Locations – GA, NC, NY, ME, TX, UT  Off Shore - Netherlands, Philippines, Peru and El Salvador  Over 2,500 highly skilled agents  250 Work from Home Agents languages supported

© 2013 Perfetta, LLC 6 Industries / Service Offerings ● Repeat purchases ● Account change ● Issue resolution ● Billing information ● Product information ● Claim processing ● Reservations ● Warranty calls ● Social Media ● Chat ● Troubleshooting ● Hardware support ● Software support ● PC/server support ● Upsell / cross-sell ● Helpdesk ● Warranty & post warranty ● Self-support ● Inbound sales ● Order taking ● Lead generation ● Upsell / cross-sell ● Subscription renewal ● Customer retention ● Database management ● Outbound sales ● Collections and receivables (early to late stage) ● Transaction processing (order and payments; claims; insurance; warranties; coupons)

© 2013 Perfetta, LLC 7 Staffing Finding the Best Application, Resume and Phone Screening Assessment Testing Face-to-Face Interview Drug and B/G Screening Selecting the Best Hiring the Best offer And On-boarding Hiring the Best offer And On-boarding  Finding the Best  Broad based Community focused recruiting campaigns  Promoting benefits, incentives, and advancement  Selecting the Best  Rigorous Screening/Testing/Assessment/Selection Process  High Quality Motivated Candidates  Results – Hiring the Best  Capable New Hires – Eager to learn  Lower attrition

© 2013 Perfetta, LLC 8 Training and Continuous Improvement  Curriculum customized to support client requirements  Service, support, brand, company culture  Customer facing support skills  Specialized skills and cross training  Comprehensive Classroom / Labs / Tool sets  Visual, Aural, and Kinesthetic learning tools  Local, Remote, and On-line training environments  Flexible schedules – Hours, days, evenings  Results - Highest Quality of Service for our clients  Qualified, well trained  Earlier productivity  Specialized highly effective skill sets  Attracts and transitions the best qualified candidates

© 2013 Perfetta, LLC 9 Quality Monitoring Quality Monitoring / Coaching Client specified frequency Review and score recorded calls Triggers targeted coaching Call Recording Record up to 100% of calls Recordings archived up to 7 years Customizable audit forms/reporting Remote web access for all clients Weekly Calibration Sessions Focus on Continuous Improvement Soft Skills (tone of voice, etc.) Product Knowledge

© 2013 Perfetta, LLC 10 Technology  Cloud-based Customer Interaction Manager  Multichannel (Voice, fax, , chat, social media, SMS) Contact Center  Powerful customization tools

© 2013 Perfetta, LLC 11 Cloud-based Technology Platform  Cloud-based, multichannel, IP-based Contact Center Platform  Comprehensive Contact Center capability  Complete ACD – IVR – PBX – CTI feature set  Universal Queue – Voice – – Chat – Web – SMS  Comprehensive reporting, dashboards & management tools  Real-time administration  Rapid customization & application development tools  Customers have access to information, service, and support  how, when, and where they want  Unified communications, integration, and development tools

Solution Architecture © 2013 Perfetta, LLC 12

© 2013 Perfetta, LLC 13 Reporting  Provide supervisors and administrators with suite of standard reports and highly customizable graphical interface tools to view key contact center metrics for queues, skills, teams, groups and more in real time  Comprehensive metrics and KPIs  Real-time & interval reporting  Open data mart supports flexible/customized reports, dashboards, and analytics  Management reporting portal and executive dashboards

© 2013 Perfetta, LLC 14 Mobile Access

© 2013 Perfetta, LLC 15 Customer Experience Audit and Review Data Capture Results Analysis Agent Interaction Survey Promotion Agent Feedback and Coaching Call and Recording index Results available/Agent review Stored for audit and analysis Audit Scores FCR and Survey Results Call/Recording review Surveys provided by - - IVR - Web Agent Call Review Immediate feedback Training needs identified

© 2013 Perfetta, LLC 16 Client Services  Delivers client objectives  Dedicated client advocate Single point of contact Coordinate the complete implementation including agent recruiting, training, technology, and report creation Provide daily/weekly/quarterly and program updates and reporting to the client team members Strategize process and program improvements

© 2013 Perfetta, LLC 17 Thank you

© 2013 Perfetta, LLC 18 Appendix

© 2013 Perfetta, LLC 19 CURRENT FACILITY Peru Facility

© 2013 Perfetta, LLC 20 Peru Facility

© 2013 Perfetta, LLC 21 Peru Facility

© 2013 Perfetta, LLC 22 New Site Option Under Reveiw