1. Dial Telecom Communications Services for Call Centers Calin Nistor, Senior Director, Marketing, Sales & Customer Service Dial Telecom Romania

2. 23-May-2006Call Center and Customer Care Conference2 Agenda 1.Briefly on Dial Telecom 2.Solutions and services for Call Centers

3. 23-May-2006Call Center and Customer Care Conference3 Agenda 1.Briefly on Dial Telecom 2.Solutions and services for Call Center

4. 23-May-2006Call Center and Customer Care Conference4 Briefly on Dial Telecom -Regional holding – CEE space – PoPs in Prague, Vienna, Bratislava, Warsaw, Budapest, Bucharest; -3 sister companies: Czech Republic, Slovakia, Romania -150 employees (35 in Romania) -16 M EUR turnover in 2006 (5 M in Romania)

5. 23-May-2006Call Center and Customer Care Conference5 Briefly on Dial Telecom

6. 23-May-2006Call Center and Customer Care Conference6 Narrow market Wide market Low cost Differentiation Briefly on Dial Telecom

7. 23-May-2006Call Center and Customer Care Conference7 Narrow market Wide market Low cost DifferentiationX Briefly on Dial Telecom

8. 23-May-2006Call Center and Customer Care Conference8 Briefly on Dial Telecom Market Positioning: -“customer intimacy” -Businesses only: -Customers always comes first -Quality -Integrity -Professionalism -Open Communication

9. 23-May-2006Call Center and Customer Care Conference9 Agenda 1.Briefly on Dial Telecom 2.Solutions and services for Call Centers

10. 23-May-2006Call Center and Customer Care Conference10 Agenda 1.Briefly on Dial Telecom 2.Solutions and services for Call Center

11. 23-May-2006Call Center and Customer Care Conference11 Solutions and services for Call Centers Call Center’s specifics: -Our services are a key ingredient of a Call Center’s services -traffic volume is well-above average corporate customer (>10,000 minute/luna) -Traffic is directed only to one-two destinations -Destinations may change throughout one month

12. 23-May-2006Call Center and Customer Care Conference12 Solutions and services for Call Centers Call Center NeedDial Telecom answer Clear sound Short call setup time TDM mature technology Constant quality Continuity of the call ISDN signaling Quick resolution of issues Dedicated senior KAM Customer Service 24/7 Alternative routes

13. 23-May-2006Call Center and Customer Care Conference13 Solutions and services for Call Centers Call Center NeedDial Telecom answer Cost controlPer second billing from the first second of call Optimize direct costsFlexible tariffs, tier- based ?

14. 23-May-2006Call Center and Customer Care Conference14 Solutions and services for Call Centers

15. 23-May-2006Call Center and Customer Care Conference15 Solutions and services for Call Centers Digital telephony Inbound/outbound calls Toll-free access numbers, in Romania, West Europe and North America Premium Internet access, guaranteed bandwidth, SLA National/international data transmission

16. 23-May-2006Call Center and Customer Care Conference16 Solutions and services for Call Centers Dial Telecom leveraged his key differentiators: -Impeccable quality of service -Flexible and scalable solutions -“customer-intimacy” relationship -Competitive pricing … in order to win and maintain call centers as highly satisfied customers

17. 23-May-2006Call Center and Customer Care Conference17 Solutions and services for Call Centers Dial Telecom’s objective for Call Centers: To become and maintain the status of THE “industry’s norm” THE “quality standard” THE “must have” of each Call Center

18. Dial Telecom calin.nistor@dialtelecom.ro