1. Introduction to Call Britannia

2. Our Social Mission We are an outsource Customer Management Contact Centre with a difference – providing jobs for the long-term unemployed and those with barriers to work 2

3. Our Social Mission What it means  A socially motivated business – a passionate commitment to providing sustainable work for those who need it most  Realising commercial benefits for everyone involved and making a positive difference to individuals and communities  A talent incubator, equipping our people with skills, qualifications and work based experience 3

4. Our Social Mission What it doesn’t mean  Any dilution in the service we offer our clients  Additional training costs for our clients  We aren’t willing to take on tough projects  We don’t want to make profits 4

5. Our Investors and Partners 5 Our partnerships not only ensure our staff have access to the full range of employment and welfare advice and support, but we can also provide reciprocal employment opportunities for our partners customers.

6. Our Services  Customer Service – retaining your customers  Telesales – winning you new customers  Lead Generation – finding prospects  Appointment Setting – getting you talking  Customer Research – gathering information  Quality Assurance – making sure it’s being done right  Call Centre Consulting – helping you develop 6

7. Our Technology  Best in market approach to ensure a seamless customer journey  Technology from Infinity CSS, Avaya and Ultra  Tried and tested solutions that help us to:  Optimise call processes and duration  Reduce repeat calls  Improve call outcome results  Achieve significant productivity gains  Dramatically improve customer service  Simplify compliance and reporting 7

8. Our Experience  Inbound overflow  First notification of claim for a leading home insurer  Outbound  Lapsed donor re-engagement for a major charity  Inbound  Reservations team for a leading car rental company  Outbound  Supporter acquisition for a medical research charity  QA  Providing independent assessments of in-house agents 8

9. The Benefits  Cost effective achievement of results  Flexible capacity at low risk  Access expertise and technology  Address your CSR objectives  A positive good news PR message  In-house resource can focus on core  Enhances your brand and mirrors your ethos  Tight management and control  Transparent and visible results MI 9

10. More Subtle Benefits  Because of our approach to people we bring you:  A loyal and hard working team  With much lower churn (25% of industry average)  And low absenteeism (one third average)  Which delivers benefits like:  Lower training costs  More knowledgeable team  A better customer experience  Better use of data in outbound applications In short; Better results! 10

11. Thank you