ESL ENGLISH SPEAKING CALL CENTER AGENTS

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Costa Rica's cALL CENTER
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About Costa Rica
General Information
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Costa Rica Fast Facts
Facts

• Costa Rica is in lower Central America, between
  Nicaragua and Panama (10 degrees north of the
  equator)
• 43 of population are between the ages of 15 and
  40 years old
• Over a third of the population lives in San Jose
  (the capital city)
• A large, highly skilled labor pool of 2.05
  million people with an unemployment rate of 7.3
  (estimated to July 2010)
• Home to IBM, Microsoft, Procter Gamble, Hewlett
  Packard and Intel outsourcing call centers
• Education
• 95 technical schools and 60 universities
• The National Training Institute (INA) offers free
  technical training
• Government commitment to the environment25 of
  its land is protected territory
• Costa Rica is one of the most biodiverse
  countries on the planet
• 6 of the world's biodiversity
• Volcanoes, cloud forests, rainforests, dry
  forests, beaches
• 10,000 species of plants, 800 species of
  butterflies, 500 species of mammals, and 850
  species of birds
• 28 national parks, preserves, conservation areas,
  and refuges

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Why Invest in Costa Rica?
Key Factors

• Close proximity to North America
• Politically stable
• Established infrastructure
• 95 literacy rateOver 9,300 educational
  institutions public education is free and
  mandatory
• Tax laws favorable to international companies
  looking to invest
• Expected implementation of a free trade agreement
  with the U.S. and related laws that are opening
  up the economy to more competition
• Every day, there are approximately 30 different
  passenger flights from Costa Rica to the US and
  Canada
• Telecommunications
• Redundant fiber optic submarine cables
• Satellite and terrestrial microwave network in
  place to meet the demand of and lines, mobile and
  Internet services
• New multinational suppliers are entering the
  market, providing private networks, Internet and
  mobile phone services
• 93 of electricity is generated from renewable
  sources (hydroelectric, Electricity, geothermal
  and wind)

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CCC Facility in Costa Rica
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Top-notch Local Management Team
Value Proposition

• Richard Blank
• CEO of CCC in Costa Rica.
• Acts as Site Director and takes on the role of
  trainer as required.
• A U.S. citizen and a permanent resident in Costa
  Rica.
• Successfully trained over 6000 bilingual
  telemarketers over the years.
• Grace Blank
• Co-owner and HR Leader of CCC.
• Personally screens all the candidates.
• A Costa Rica native with over 10 years of contact
  center experience.

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Human Resources and Recruiting
Value Proposition

• Human Resources
• Professional staff with extensive call center
  experience
• Consultation and support with industry experts
  local to Costa Rica team members
• Security, Criminal and Reference checks
• Coaching and leadership development support
• Payroll, benefits and taxes
• Incentive engagement
• Average Agent Tenure 1.3 years
• Recruiting
• Weekly advertisements in San Jose Newspapers
  promoting on site Job Fairs
• Online and Social Media advertising
• Resume collection and screening
• 100 resumes 65 are interviews scheduled
• 1st interviews 10 proceed to 2nd interview and
  testing
• Testing Tools Written and speaking skills, data
  entry, computer skills
• All agents hired are bilingual English and
  Spanish
• All agents hired have call center or service
  oriented experience proficient with computers
  and are well acclimated with Western culture

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Leadership Development, Training and Quality
Value Proposition

• Leadership Development
• SMART Coaching methodology will be instituted to
  ensure consistency
• Internal Promotions and Cross Skilling talent
• Training
• Initial New Hire training will be T3 and
  conducted by experienced Trainer
• The Costa Rica Call Center team provides initial
  assessments and ongoing support
• ESP Early System Programming
• The Psychology of Selling phone skills
• Phonetics
• Scripting Practice and suggestions for
  modification and improvement
• Personal development self-esteem and confidence
• Quality
• Transactional requirements, remote and side by
  side
• Coaching, role playing and recording playback
• FCR and CSAT focused
• ESAT to ensure positive movement and experience
  for the customer

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Call Center Operations
Value Proposition

• Operational Excellence
• People First Philosophy that both the customer
  and the agent come first
• Cross Site coordination with Client, Account
  Management and Operations
• Metrics that Matter systematic management and
  Performance improvement plans developed by Team
  and Agent via SMART coaching and planning
• Focus Groups
• Scorecard Driven reporting
• Quality driven Analytics
• Staffing and Scheduling
• CCC Team dedicated
• The existing CCC staffing intelligence based on
  business need will be leveraged and schedules
  implemented accordingly
• Cross site staffing support will continue
• The team in Costa Rica are all full time
  employees
• Night shift premium and overtime regulations will
  apply
• All agents are salaried as per Costa Rica Labor
  law

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Retention, Incentives and Attrition
Value Proposition

• Retention
• Open door policy and access to all levels of
  leadership daily
• Location
• Benefits
• Employee Satisfaction and Events
• Incentives
• Client decides reward based on program and
  business need
• All Labor laws and customary policies followed
  and paid
• Non-monetary reward based on employee need and
  identification
• Attrition
• Monthly 2 agents
• Annualized 8 agents
• Top 3 reasons for leaving Schedules, personal
  matters and health problems

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Security
Highlights

• 24 hour local armed security guards at main
  entrance
• All admission must be cleared by security,
  approved by management and access level
  established
• A dozen surveillance cameras with recorded
  movements
• High tech alarm system ability to totally
  monitor and configure over the Internet from
  anywhere in the world
• Fully secure workstation area
• No cell phones, iPods, flash keys, cameras, bags

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Business Continuity

• Costa Ricas Call Center counts with 2 ISPs to
  ensure connection reliability
• Servers are duplicated to protect the data and
  any production functions locally.
• This information is securely backed up online in
  case of emergency.
• The server room and network equipment is
  connected to centralized UPS to make sure the
  operations can continue in case of power failure
• The system at the same time is connected to a
  diesel generator that can support the most
  important functions of the call center and it can
  be refilled while functioning.

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Value Proposition for Partnering in Costa Rica
Value Proposition

• Experienced contact center agents
• High levels of English/Spanish bilingualism,
  minimal Spanish accent
• Boutique environment, caters to individual client
  needs
• Personal attention, ownership, and
  accountability
• Central location walking distance to homes on
  the public transit route
• Solid history of successful banking/financial
  programs to complement clients businesses in
  all geographies
• Proven agent retention strategiesBenefits, paid
  vacation, and incentives
• An HR consultant on retainer to ensure strict
  adherence to local and international labor
  standards and to support government audits
• 140 seats available
• 25 French seats

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