1. What is a ServingMinds? A multimedia Contact Center based in Nepal. ServingMinds is one of the first Multimedia Contact Center in Asia, setup to do outsourced business in English speaking countries such as North America, UK, Australia and New Zealand. www.servingminds.com

2. What is a Multimedia Contact Center? It is a contact point between a company and its customer. Besides phone, today’s contact center use web-integrated services such as e-mail, chat, VoIP, video conferencing, URL push, co- browsing, IVR, and fax to interact with customers. Contact center is used for the purpose of sales, marketing, customer service, technical support and for other specialized business activity.

3. Core competency Cost Retention Quality of manpower New and Changing Technology/internet Why do companies outsource Contact Center activities? Europe earth station ServingMinds USA Telco Nepal Trans Atlantic fiber optics Satellite customersagents Phone Fax Phone Internet Direct link to satellite through rooftop dish

4. How does ServingMinds response to these issues? Cost –40 to 60% less Retention –very high retention rate Quality manpower –availability of graduates New/changing technology –easy access to new technology and software technicians

5. Problems we faced and solutions we had ProblemSolution Marketing/contact in target market Internet marketing / consultants / wholesalers QualityTraining / ISO / Six sigma / ExperienceContract with experienced manager / process manager Country brandAssociation with international brands

6. Present Situation Local Jobs –Nepal Levers, Thompson Nepal, McCann-Erickson Wholesalers/Consultants –US, UK, and Australia www.servingminds.com