Specialists in outsourced solutionsOutsourcing services doesn’t need to be costly or complicated

The CyberOne Advantage

Outsourcing is the right decision.

At CyberOne, we inderstand that outsourcing your services is a big

decision. When you choose to outsource with CyberOne you can be

confident you have made the right decision. We have the resources,

the expertise and the experience, and we’ll work as closely with you

as if we were in the same room. Because your business is our business.

The CyberOne Advantage

Quality, western managed Call Centre

Secure, PCT compliant facility

Follow the sun capabilities (24x7 operations)

Over 20 years’ experience in telecommunications and networks

Competitive pricing for both office and home based agents

300-seat capacity with continuing rolling expansion

Reliable and scalable network and Call Centre architecture

Outsourcing is the right decision.

The CyberOne Advantage

Outsourcing is the right decision.

Our past and current experience includes managing customer

accounts such as:

®

Recreated PMS

Services

Outsourcing is the right decision.

At Cyber One, we have the talent and technology to grow your

business while reducing your costs, Our expertise and resources

are available to you 24/7, to ensure seamless communication,

professional management, total access and ongoing support.

Outbound Call Centre

Back-Office /BPO

Inbound Call Centre

Services Inbound Call Centre

Outsourcing is the right decision.

Billing & Account inquiries

Level 1 & 2 Technical Support

Help Desk services

Sales Inquires

Order-taking & Telesales

Travel Booking and Reservations

Event and Conference Registrations

Product Registrations

After-sale Product Support

Click to Call agents for your website

Services Outbound Call Centre

Outsourcing is the right decision.

Debt Collection

Customer Callbacks

Market Surveys

Customer Satisfaction Survey

After-sale follow-up/Welcome calls

Sale and Payment vertifications

Customer Loyalty and Win Back Calls

Up/Cross Selling

Services Back Office/BPO

Outsourcing is the right decision.

Email Processing

Click-to-Chat agents for your website

Data Entry and Verification

Database Updates

Service Provisioning

Call Centre experience

Outsourcing is the right decision.

Cyber One provides support and operations for clients in the US and

Australia, including the installation of USA-based Cisco gateways for

inbound customer service and outbound; collections for SPRINT and

support for their Manila-based operations, and the design and build

of USA POP’s in El Segundo, and Excel and CRG West in Los Angeles.

Call Centre experience

Outsourcing is the right decision.

Cisco networks for Jollibee and KFC food delivery in metro Manila

CRM Development for Food Ordering with Digital Map for RTA delivery

Setup of New VoIP Call Centres

UPS Power for three floors

Two Floors of 300-seat VOIP workstations utilising Thin Clients

One floor of 300 seats utilising Legacy Nortel 81C ACD

Symposium ACD Management

Integrated Intelligence (I3) VOIP ACD< Cisco 535 Firewalls,

Cisco 4500 Dual Core Switches, Cisco 2900, 3600 Switches,

Nortel 81c ACD, Cisco 5400 Voice Gateways

Redundant DS3 Backbone Architecture Manila – UWA

Voice Hubs in Los Angeles for Sprint

HP NAS Dual Storage System

Facilities

Outsourcing is the right decision.

PBX Facilities

Call Statistics and Report

Visual Live PBX Panel

Access to Past Call Recordings

Quality Voice Calls

Stable Connectivity to Australia

Metrics

KPI – Key Performance Indicators

CSAT – Customer Satisfaction Survey

Streamlined QA Process

Staff Development Procedures & Policies

Tools

Launchpad – simplified one-stop page for all tools of staff

TimeSheet – a stable staff time management system

Knowledge Base

Wiki

Outsourcing is the right decision.

Facilities PBX Facilities

Outsourcing is the right decision.

Facilities MetricsWhatever the nature of your business, Cyber One can tailor a series

of metrics (Key Performance Indicators) to suit you. Metrics will assure

the operations team has the appropriate targets to meet, in order to

guarantee the high level of service you expect.

For example, we have initiated the following metrics system with

one of our clients – an Australian ISP provider.

Average Handling Time

Ensures the Call Centre resolves issues in the expected timeframe

Call Wait Time

Ensures customer satisfaction

Quality Assurance

Ensures the quality of each call, as well as staff knowledge

First Call Resolution

Ensures our capability to resolve issues within the customer’s first calls

Sales Conversion

Maintains the number of sale conversions versus the number of enquiries

Outsourcing is the right decision.

Facilities Snapshot

Call Centre Site Agent Workstations & BPO Cubicles

General Office Current Expansion

Outsourcing is the right decision.

Facilities Previous Facility Experience

Data Centre – Manila Call Centre

Workstation Floor – Manila Call Centre Los Angeles POP

Outsourcing is the right decision.

ConnectivityCall Centre Site 01 Call Centre Site 02

International Connectivity

Data Centre

International Private Links

Redundant Internet Links

Outsourcing is the right decision.

“... you seem to embrace a proactive approach to your network ...”

“... your site was one of the best world class sites I have seen ...”

Customer Feedback

Good afternoon Dennis:

Being that your site was one of the best world class sites I have seen in a long time and that you seem to embrace a proactive approach to your network, I wanted to drop you a quick note to see if you had been able to hook-up with Tonesoft regarding their monitoring solution.

No sales pitch here I promise; we have just had great success with their product :) if you would like to set up a web conference with some of my team to see how we use it today in our environment I would be glad to do so.

Hope all is well on your side!

Thanks,Chris E. ThomasSr. Manager, CSS Voice Operations and Engineering

Outsourcing is the right decision.

15 years’ Senior Management experience in Telco

and Call Centre industry

Over 20 years experience in IP Networks and Systems

ISP Software Platforms Development, Planning and Operations

Call Centre Setup and Management

Software Development

VoIP and Legacy PABXs

Cisco Systems

Linux Specialist including Mission Critical Deployments

VoIP PABX / ACDs

Masters Diploma in IT and Software Engineering

Management Team Maciek Mikrut Chief Executive Officer

Outsourcing is the right decision.

Over 35 years’ experience in the Telecommunications Industry

Six years’ in Manila Call Centre as Vice President of Engineering

State Operations Manager for Australian Major Telco

Telecommunications Consultant / Network Specialist

Interactive Intelligence VoIP Call Centre ACD Certified Engineer

Nortel Legacy Switches

Cisco Systems / Voice Gateways / Large Scale Switches / Routers

Broadband and Small Capacity Microwave System Installations

Specialized NASA Mission Critical Projects

Television and Radio Transmission

Management Team Dennis Riding Chief Technical Officer

Outsourcing is the right decision.

Over nine year’s experience in the Call Centre Industry,

both in Australia and the Philippines

Management of Telco Customer & Technical Support, Online Retailer

and Financial Call Centre Accounts

Operations Manager for 300+ staff, Telstra Call Centre account

Operations Manager for 150+ staff across multiple accounts

and clients

Managing specialist teams liaising on behalf of client with

Australian Government Compliance Authorities (TIO)

Project and Change Management

Diploma in IT Network Engineering

Certified Cisco CCNA

Management Team Steve Modrin Chief Operations Manager

Outsourcing is the right decision.

Registered Office:

Level 40, PBCom Tower,

6795 Ayala Avenue,

Makati City 1226 Philippines

Call Centre - Site 1:

14th Floor, The World Centre,

330 Sen Gil Puyat Avenue,

Makati City 1200 Philippines

Call Centre - Site 2:

3rd Floor, Salamin Building

197 Salcedo Street, Legaspi Village

Makati City 1229 Philippines

Contact Details:

Email: sales@cyberone.ph

Web: www.cyberone.ph

Contact Numbers:

+63 2310 5787 (Philippines)

+852 58081346 (Hong Kong)

+1 3479234278 (USA)

+61 261712010 (Australia)

+44 2030516636 (UK)

Parent Hong Kong Company:

Cyberone Limited

Suite 901 Level 9,

The Hong Kong Club Building

3A Chater Road, Central

Hong Kong China

Contact

Cyber One. The Call Centre of choice.

Outsourcing is the right decision.

If you are looking to outsource your Call Centre, talk to us today.

We look forward to working with you to create easy, cost- effective

procedures, tools and facilities tailored to suit your business