1. BPO in South Africa: How it all started Date: 21 November 2013

2. 2 The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. The beginning Aim Hired by a large German Airline to consolidate 200 locations into 7 or 8 contact centres around the globe Primary focus Market Germany 1997 Frankfurt

3. 3 The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. Evaluated 7 locations ‘Old’ East Germany Eastern Europe Ireland Argentina Namibia Melbourne, Australia South Africa

4. 4 The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. The Pro’s & Con’s Pro’s Great incentives Politically Correct Con’s None Berlin Pro’s Possible Con’s Salaries would rise when they entered the EU Eastern Europe Pro’s Possible Con’s Salaries already on the rise due to Celtric Tiger Economy Ireland Pro’s Large German Population Con’s No deregulation of Telecommunication Pro’s Large German Population Con’s No deregulation of Telecommunication Pro’s Large German Population Could cover EU nights Con’s None ArgentinaNamibiaMelbourne

5. 5 The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. South Africa South Africa’s Value Proposition Low cost and abundant German population Management Perception Wine farms, Leisure destination GarethTold me “the word’ was I wanted a vacation Limited support Invest South Africa BPeSA, Calling the Cape not yet in existence

6. 6 The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. 1 st Visit to Johannesburg Invest South AfricaJoanne Johnson – very helpful Home AffairsThought contact centre was an Escort Agency TelkomGave me the Phone Book to look up the rates

7. 7 The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. Why Cape Town? Melbourne Berlin Dublin Cape Town Johannesburg had a large wealthy German population - call centres would not attract them

8. 8 The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. The 2nd time round 1999 Swissair/Mindpearl Switzerland If the Germans could do it, the Swiss can do it better! Aim Consolidate 11 Airlines in the Qualifier Group 400 locations to be consolidated into 7 global offices SA Value Proposition Offered more than just low costs and German language skills Support 2 nd time round much easier South African Embassy in Berne Joanne Johnson – knocked down doors with Telkom & others

9. 9 The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. Progress May 2001 Mindpearl Mindpearl opens in Cape Town The Premises V&A Prime location – finally everything worked in our favour Excellent negotiation included parking Parking – not heard of in EU and Australia

10. 10 The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. South Africa delivers 9/11 Disaster hit 4 Months after opening New York centre’s phone lines went through World Trade Centre Put Mindpearl Cape Town in 24/7 mode Mindpearl Cape Town shines in adversity Swissair declares bankruptcy Oct 2001, mother company and main financier goes bust Leads to LON/FRA/MIL/PAR/SWE & NYC closures Mindpearl Cape Town expands into 2 nd building to facilitate growth Mindpearl, Cape Town, shines in adversity

11. 11 The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. Diversification MBO 2005 Management Buy Out from Swiss International Air Lines Drove business sustainability and significant growth Allowed diversification from Airline industry Global diversification: 60% Travel & 40% Non-travel

12. 12 The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. Mindpearl today Success story Mindpearl now offers 24/7 support, from 4 strategically located locations Specialise in multilingual customer support – cover 30 languages Cape Town excellent resource for over 10 EU languages and English Recognition Awarded NOA award for Contact Centre of the Year 2013

13. 13 The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. South Africa today The BPO Space Perception Value proposition is recognised Support BPeSA Government – DTI Global names in outsourcing working together Recognition NOA Awards: Destination of the Year 2012 EOA Awards: Destination of the Year 2013

14. The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. Guest speaker Ivonne Brauburger Regional Sales Director – Europe, American Airlines

15. The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl. MINDPEARL & AMERICAN AIRLINE MOVIE 15

16. The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.