2. www.callcenter20.com October 10-13, 2006 San Diego Convention Center, San Diego California Best Practices and Processes for Customer Centric Operations Off-shoring 200 CRM desktops

3. October 10-13, 2006 San Diego California Profile Coastal Training Technologies –Producer of training material, including software, for the Safety & Environmental, Human Resources, Health Care, and Skills industries –Head quartered in Va Beach, VA –Offices in Brazil, Mexico, Holland, Philippines, and India –High touch, long term relationship, direct sales model

4. October 10-13, 2006 San Diego California Business Need Increase sales staff and sales –Growing library of products –Not able to contact enough customers –E-commerce cannot fill the need by itself Reduce personnel cost –Sales –Tech Support –Marketing –Production

5. October 10-13, 2006 San Diego California Solution – CRM Onyx used since 1999 –CRM 1 million customer records, 5 million transactions ALL customer interactions tracked 200 sales and tech support users in Philippines –Software Technical Support 150 calls per week –Marketing Campaign Management 500,000 contacts per month (mail, fax, e-mail) –Order fulfillment 1,000 orders per day

6. October 10-13, 2006 San Diego California Solution – CRM (con’t) Auto-Dial –Difficult to implement –Real-world benefit? Custom O/E to Onyx –Required web-service to implement remotely from the database

7. October 10-13, 2006 San Diego California CRM - Lessons learned Language / culture Control Training Sales Process Data Security Troubleshooting problems

8. October 10-13, 2006 San Diego California Telephony Upgraded existing switch to VOIP 200 users in Philippines office –2 MB IPL  4 MB MPLS Quadrupled outbound calls –3,500 / day  13,000 / day

9. October 10-13, 2006 San Diego California Telephony - Lessons Learned It actually works – calls from Manila to the US and Europe Telephone protocols (SIP) Necessity of packet shapers Troubleshooting problems

10. October 10-13, 2006 San Diego California Network 2 MB IPL (International Private Line) –Used for Voice and Data –300 ms round trip latency –50 concurrent calls with good quality –Packet shaper to manage quality and priority Voice / SQL Data / Internet Upgraded to 4 MB MPLS

11. October 10-13, 2006 San Diego California Network – Lessons learned Circuit delivery Network Interface Off-hours support “Last-mile” single point of failure Troubleshooting problems

12. October 10-13, 2006 San Diego California Failed attempt in Brazil 50 desktops calling South America and Europe $ 7,000 / mo. IPL to Va Beach for Voice and Data, justified by per minute savings Voice quality plagued implementation Local per minute rates dropped to make IPL too expensive. CRM run through VPN over the internet

13. October 10-13, 2006 San Diego California Customer Centric Sales from US, Philippines, and Brazil Tech Support from US, Philippines and India Marketing from US, Brazil and India Single view of customer