1. Presentation of a Business Idea ROMTELECOM Call Centre Support Group Corina Zaharia GM Mass Market Division ROMTELECOM Bucharest, 08.06.2005

2. Mission  Romtelecom Call Centre Support Group facilitates and improves contacts between customers and businesses through delivery of high - end Customer Contact Centres

3. ROMTELECOM Call Centre Support Group  Focus on Consultancy Engineering Services Implementation Services Integration Services Training Service and Support

4. Market developments / trends  One 2 One marketing  Multi-channel management  Booming Internet services  Customers are more demanding  ICT is the distinguishing factor in business  Businesses are increasingly flexible in opening hours (7/24)

5. Customer Interaction Cost Source: (1) Lucent Technologies Marketing Costs (2) Help Desk Institute - Help Desk and Customer Support Practices (946 companies surveyed) (3) Technical Assistance Research Program (TARP) (170 companies surveyed) (4) Purdue University Center for Customer Driven Quality (200 companies surveyed) and TARP (170 companies surveyed) (5) TARP (170 companies surveyed) & Andersen Consulting Analysis Current Future Representative US $ Interaction Costs Customer Interaction Costs Customer Interaction Type High AutomatedFace-to-Face Low Self-Service VRU / Web Interaction $0.10-$0.40(5) Self-Service VRU / Web Interaction $0.10-$0.40(5) Field Sales Interaction $40-$400 (1) Field Sales Interaction $40-$400 (1) Telephone Product Support Interaction $4-$75(2) Telephone Product Support Interaction $4-$75(2) Telemarketing Interaction $8-$24(1) Telemarketing Interaction $8-$24(1) Fax/Mail Interaction $3-$6(3) Fax/Mail Interaction $3-$6(3) Telephone Customer Service Interaction $2-$5(4) Telephone Customer Service Interaction $2-$5(4) Direct Mail Contact $0.25-$5.00(1) Direct Mail Contact $0.25-$5.00(1) The new alternative channels not only provide more convenient access for customers but also contribute to the efficiency of operations.

6. Technological developments from PBX to ACD from ACD to professional call centre from professional call centre to professional customer contact centre implementation of CRM front end solutions from hardware to software

7. Corporate Call Centre developments  The call centre scope gets broader  The call centre gets another focus in the organisation  The call centre is a tool that helps creating competitive advantage  The call centre develops towards data traffic (fax, e-mails, voice-mails, web-chats, web-requests, etc.)  Businesses are willing to invest more in customer relationship management (CRM)

8. Attracting Call Centres - What does it take? Skilled, productive, flexible and multilingual staff State-of-the-art and cost effective telecommunications system

9. Vision A call centre is the perfect mix of: Staff, (other) Resources & Processes stafftechnology processes

10. Development of Call Centres  Focus on: Accessibility / Availability Optimisation Contact-centre E-commerce

11. Accessibility / Availability Call Centre Evolution: Start "I want my company to offer excellent telephonic accessibility!“ Core issues: ’Accessibility and Efficiency‘ ”…the voice of the organisation..." Methods: - Accessibility Analysis and advice (RT trunks) - Managing in- and outgoing communication - Automatic Call Distribution (ACD) - Answering messages and Queue length information for customers Complexity Call Centre Starting Call Center Organisation development

12. Optimising Call Centre Evolution: Optimising "I want to communicate customer focused with our environment" Core issues : 'Adequate reaction and Effective‘ ”…the ears of the organisation..." Complexity Call Centre Starting Call Center Organisation development Optimizing Call Center Methods: - Customer focused attitude - Skill based routing of calls - Voice Response Unit - Effective call scripting

13. Contact- centre Call Centre Evolution: Customer Contact "I know my customers before the contact !" Core issues: 'Transactions and Quality‘ ”…the eyes of the organisation..." Complexity Call Centre Starting Call Center Organisation development Customer Contact Center Optimizing Call Center Methods: - Screen pop-up (number recognition) - Multi-media interaction Centre (e-mail, internet) - Call Centre interface with customer dbase - 1 to 1 marketing; 7/24

14. E-commerce Call Centre Evolution: Strategic The organisation focuses completely on its environment Core issues: 'Integration of corporate processes and Loyalty‘ … the heart of the organisation..." Complexity Call Centre Starting Call Center Organisation development Customer Contact Center Optimizing Call Center Strategic Interaction Center Methods: - All corporate processes support customer loyalty - Direct access to all customer and corporate information - Front- and back-office integration

15. ROMTELECOM Call Centre Support Group Portfolio  Customer Interaction Customer Relationship Management All in one Web-enabled Network-enabled Consultancy

16. Customer Relationship Management Call Centre I sent an e-mail last Tuesday?!.. I checked my data Thursday... I faxed my subscription form last Monday. Your colleague told me to inquire with you... Phone E-mail Web Fax Production Sales Customer Service Fax

17. Portfolio 2 All in one Call Centre based on the Enterprise Interaction Centre

18. Portfolio 3  Web-enabled Call Centre

19. Portfolio 4 Networked Call Centre, bundled with Green Line services Network Routing ACD

20. Portfolio 5 Call Centre Consultancy Portfolio 1  5 Based on our knowledge in Call Centres  We have implemented in Romtelecom 3 Call Center platforms in 2004-2005  A total of 600 Working Places served by 800 agents working in shifts  Call centers with more physical locations interconnected, functioning as 3 national virtual call centers (Directory Assistance, Sales & Services, Fault Reports)  KPI : 95% answering rate, max. 20 seconds time to get to an agent

21. ROMTELECOM Call Centers BeforeAfter Many stand-alone CC Outdated infrastructure New National Virtual CC State-of-the-art Equipment

22. BeforeAfter automate Welcome and Agent’s Salutation messages CTI, IVR automate Number Release in Directory Assistance automate Pop-up with Customer Info Outbound campaigns in Sales & Services ROMTELECOM Call Centers very hard to get to an agent no back-up in case of failure limited IT support

23. ROMTELECOM Call Centers BeforeAfter De motivated Staff Performing Staff

24. Romania as a call centre outsourcing paradise  Well developed ICT Skills  National and International Green Line services  Skilled Bilingual Workforce  Friendliness is a Romanian core competence  Alternative for job losses in traditional manufacturing  State of the art Voice and Data networks to support national and international call centre services  Friendly Investment Climate ?  Competitive salaries as compared to traditional call center countries  Romania is in Europe rather than in South East Asia, i.e. much closer to the corporate home base

25. Contact  ROMTELECOM  Call Centre Support Group  Str Garlei 18  013721 Bucuresti  Sales Support 021 400 4110

26. Sa auzim de bine!