Transforming the customer experience

Minority Owned MBE Certifications Applied For

© 2013 Perfetta, LLC2© 2013 Perfetta, LLC2

Message from the CEO

I want to thank you for the opportunity to introduce our company. Our mission is to offer you the best People, Processes and Solutions.

Values have real meaning for us, and guide our thoughts and actions:

Focusing on our customers future first Embracing entrepreneurial thinking Developing the talents of our people Integrity and responsibility in our actions

We're committed to creating long-term value for our customers, employees, and communities. The Perfetta model is based on having the latest technology, training, and people to provide the best customer experience for the people that matter most, your customers.

We look forward to serving your customers needs.

Sincerely,Joseph J. Sanders

3 © 2013 Perfetta, LLC

About Us

• 20+ years top-tier Contact Center experience• Applications on file for multiple MBE certifications

• Focus on improving disadvantaged and at-risk communities• Ensure diversity in workforce• Partner with top-tier suppliers

4 © 2013 Perfetta, LLC

Experience with High Profile Clients

5 © 2013 Perfetta, LLC

Perfetta/NexxLinx Partnership

Experienced Management Team Broad industry experience Genesys, TeleTech, Unisys, T-Mobile, Siemens, Verizon, EDS

Provides unique end to end solutions Telephony/Telecommunication, Technology, E-commerce/Retail, Publishing, Logistics,

Healthcare, Media/Entertainment, Financial Services, Utilities and Government

Top 25 BPO—US-HQ in Atlanta. Global Contact Center Footprint

US Locations – GA, NC, NY, ME, TX, UT Off Shore - Netherlands, Philippines, Peru and

El Salvador Over 2,500 highly skilled agents 250 Work from Home Agents -- 50+

languages supported

6 © 2013 Perfetta, LLC

Industries / Service Offerings

● Repeat purchases● Account change● Issue resolution● Billing information● Product information● Claim processing● Reservations● Warranty calls● Social Media● Chat

● Troubleshooting● Hardware support● Software support● PC/server support● Upsell / cross-sell● Helpdesk● Warranty & post warranty● Self-support

● Inbound sales● Order taking● Lead generation● Upsell / cross-sell● Subscription renewal● Customer retention● Database management● Outbound sales

● Collections and receivables (early to late stage)● Transaction processing (order and payments; claims; insurance; warranties; coupons)

7 © 2013 Perfetta, LLC

Staffing

Finding the BestApplication, Resumeand Phone Screening

Assessment TestingFace-to-Face Interview

Drug and B/G Screening

Selecting the Best Hiring the Bestoffer And

On-boarding

Hiring the Bestoffer And

On-boarding

Finding the Best Broad based Community focused recruiting campaigns Promoting benefits, incentives, and advancement

Selecting the Best Rigorous Screening/Testing/Assessment/Selection Process High Quality Motivated Candidates

Results – Hiring the Best Capable New Hires – Eager to learn Lower attrition

8 © 2013 Perfetta, LLC

Training and Continuous Improvement

Curriculum customized to support client requirements Service, support, brand, company culture Customer facing support skills Specialized skills and cross training

Comprehensive Classroom / Labs / Tool sets Visual, Aural, and Kinesthetic learning tools Local, Remote, and On-line training environments Flexible schedules – Hours, days, evenings

Results - Highest Quality of Service for our clients Qualified, well trained Earlier productivity Specialized highly effective skill sets Attracts and transitions the best qualified candidates

9 © 2013 Perfetta, LLC

Quality Monitoring

Quality Monitoring / Coaching• Client specified frequency• Review and score recorded calls• Triggers targeted coaching

Call Recording• Record up to 100% of calls• Recordings archived up to 7 years• Customizable audit forms/reporting• Remote web access for all clients

Weekly Calibration SessionsFocus on Continuous Improvement• Soft Skills (tone of voice, etc.)• Product Knowledge

10 © 2013 Perfetta, LLC

Technology

Cloud-based Customer Interaction Manager

Multichannel (Voice, fax, email, chat, social media, SMS) Contact Center

Powerful customization tools

11 © 2013 Perfetta, LLC

Cloud-based Technology Platform

Cloud-based, multichannel, IP-based Contact Center Platform Comprehensive Contact Center capability Complete ACD – IVR – PBX – CTI feature set Universal Queue – Voice – Email – Chat – Web – SMS Comprehensive reporting, dashboards & management tools Real-time administration Rapid customization & application development tools

Customers have access to information, service, and support how, when, and where they want

Unified communications, integration, and development tools

12

Solution Architecture

© 2013 Perfetta, LLC

13 © 2013 Perfetta, LLC

Reporting

Provide supervisors and administrators with suite of standard reports and highly customizable graphical interface tools to view key contact center metrics for queues, skills, teams, groups and more in real time

Comprehensive metrics and KPIs

Real-time & interval reporting

Open data mart supports flexible/customized reports, dashboards, and analytics

Management reporting portal and executive dashboards

14 © 2013 Perfetta, LLC

Mobile Access

15 © 2013 Perfetta, LLC

Customer Experience

Audit and Review

Data CaptureResults Analysis

Agent InteractionSurvey Promotion

Agent Feedbackand Coaching

• Call and Recording index• Results available/Agent review• Stored for audit and analysis

Audit Scores FCR and Survey Results Call/Recording review

• Surveys provided by - Email - IVR - Web

Agent Call Review Immediate feedback Training needs identified

16 © 2013 Perfetta, LLC

Client Services

Delivers client objectives

Dedicated client advocate• Single point of contact• Coordinate the complete implementation

including agent recruiting, training, technology, and report creation• Provide daily/weekly/quarterly and program

updates and reporting to the client team members• Strategize process and program

improvements

17 © 2013 Perfetta, LLC

Thank you

18 © 2013 Perfetta, LLC

Appendix

19 © 2013 Perfetta, LLC

CURRENT FACILITY

Peru Facility

20 © 2013 Perfetta, LLC

Peru Facility

21 © 2013 Perfetta, LLC

Peru Facility

22 © 2013 Perfetta, LLC

New Site Option Under Reveiw