We Are Here For You!

DeliveringISO CertifiedMultilingual MultichannelAward WinningCustomer Serviceat Affordable Prices

1. We Bring Value2. Recognition3. Premium Customer Service Delivery4. Premium Customer Service Delivery5. We Are ISO Certified6. Priorities7. Why Bulgaria?8. Services We Provide9. Services We Provide10. Linguistics – a Shrinking World11. Language Support12. Recruitment – Our Staff Are Your Staff!13. Account Management14. Implementation – Smooth & Seamless15. Implementation – Structured & Controlled16. Technological solutions17. Premises18. Portfolio19. Why are we different?20. Mission Statement21. Contact Details

Table of Contents

We Bring Value

Continual Customer

Service Improvements

Continual KPI Operational

Improvements

Seamless Migration leading to increased

market share

Increased ratio of staff to customers

Increased Sales

Increased Customer Retention

Benefits of partnering with 60K include:

Greater EBITDAR (Earnings Before Interest, Taxes, Depreciation, Amortisation, and Restructuring or Rent Costs)

Recognition

60K won the gold medal in the Contact Centre World Awards!

2009 Awards:Samuil Filipov and Kaloyan Valev - the chosen finalists from 60K, performed admirably at the EMEA finals. They were finalists in the Best Contact Centre Agent and the Best Contact Centre Supervisor categories.

After Samuil won the Best Customer Service Agent Award for EMEA region, he proceeded to the world finals at Las Vegas, where he won the gold medal and became the Best Customer Service Agent in the world.

Each year ContactCenterWorld.com organize a Contact Centre Industry Awards program, for the Top Ranking Performers. These prestigious awards recognize the very best in the contact centre industry

from all over the world and are considered to be the “Contact Centre Olympics”.

2010 Awards:60K qualified for the EMEA finals and won silverware in the following categories:

• Silver Medal in the Best Contact Centre (Medium Size) category• Silver Medal in the Best Outsourcing Partnership category (with the award-winning project for BE Broadband)• Bronze Medal in the Best Trainer category

During the past few years 60k has achieved continuous improvement in the Customer Services provided to Be. The new strategies and innovative approach have enabled Be to reap the rewards and obtain the Gold Medal in the Think Broadband Awards 2010.

Think Broadband have examined nearly 200,000 ratings recorded by their users from the beginning of 2010 to the end of the year and have seen a clear indication of the quality that Be show in customer service.

(Link: http://www.thinkbroadband.com/news/4592-customer-service-awards-2010.html )

Premium Customer Service Delivery

Premium Customer Service Delivery

BE Broadband (O2)

O2

PlusNet

Sky Broadband

TalkTalk Broadband

Virgin Media

The above graph is a www.ThinkBroadband.com continuous benchmark on the levels of customer service maintained among the highest rated broadband providers in the UK.

For a second consecutive year 60K delivers the best customer service for our client – O2 owned BE Broadband.

UK internet service providers customer service ratings 2008 by “Which?” magazine:• O2 owned BE Broadband- rated 5 stars• O2 – rated 5 stars• Our client came on top of Virgin, AOL, BT, BT Yahoo, Demon, Orange, PIPEX, Plusnet,

Sky, Talk Talk and Zen

PC Advisor” ISP Awards 2009:

• O2 – “Best Buy” Award• O2 owned BE Broadband –

“Recommended” Award

Premium Customer Service Delivery

We Are ISO Certified

In May 2010, just two years after the company was established, 60K acquired ISO 9001:2008 certification.

The Quality Management System integrated as well as the full process lifecycle: from signing LoI to service delivery were ISO qualified by Quality Austria.

Priorities

High level of Quality of Service (QoS)- Based on High level of Agent Education & Training

Competitive Operational Expenses- Low Labour Costs

Flexibility to adapt to client’s requirements- High level of IT Infrastructure & Skills to develop Call Centre Applications and Customer & Telecom Integration

Western Culture and Linguistic Skills- “Near-Shore” as opposed to “Off-Shore”

Why Bulgaria?

Part of the European Union

Centre of political and economic stability in South East Europe

High Level of education – Technical & Business

Strong pro-business economic and fiscal policy

Excellent language capabilities – English and other foreign languages spoke fluently

Cost effective – less call handling & labour costs

60K offers a wide range of contact solutions custom designed to meet a variety of customer requirements across a wide range of industries.

Customer service and quality management are held as the ultimate competitive advantage for a successful business and are two of the key factors we use when working with our Clients to develop the services that they require to satisfy their business needs.

60K works with its clients building clear specifications, definitions of service expectations and quality measurements, to ensure the performance of the desired service meets with the Clients’ expectations.

These elements are encompassed into a contract that defines agreed performance with set indicators and service levels that satisfies both parties, and are regularly measured and discussed with Clients.

Services We Provide

• Information Enquiry• Lead Qualification• Payment collection• Travel Booking• Charge back Handling• Ticketing Sales Subscriptions• Fund raising• Insurance Claims Processing• Product Recall Management• Appointment Setting• Registration of Event and Trade show participants and prospects.• Warranty Registration• Job Dispatch

• Telesales• Appointment settings• Lead Generation / Qualification• Phone Sales• Seminar Registration• Surveys• Direct Mail Follow-up• Trade Show Follow-up• Fundraising• Market Research• Recruiting• Prospecting• Up-Selling / Cross-Selling• B2B or B2C Product/Service Selling

• Remote Help Desk Support• Help Desk Expert for Customer Service• Problem Tracking • Call/Request Tracking • Support Resource Management• Data entry

Services We Provide

Linguistic skill is a pre-requisite for staff selection; most agents are fluent in English. Those working in other languages are often native or near native in those languages: Spanish, German, Italian, French, Swedish & Russian to name but a few.

Links with 21 language schools, Sofia University and other institutions with 10,000 students studying foreign languages.

The majority of 60K staff are college graduates or university students.

Linguistics – a Shrinking World

Language Support

ENGLISH

SPANISH

FRENCH

GERMAN

ITALIAN

DUTCH

SWEDISH

FINNISH

NORWEGIAN

PORTUGUESE

RUSSIAN

GREEK

TURKISH

SERBIAN

HUNGARIAN

CZECH

SLOVAK

POLISH

BULGARIAN

ESTONIAN

HINDI

HEBREW

We continuously upgrade our

database of nearly 1,000 people with

both technical knowledge and

foreign languages

22 different languagescurrently

supported by 60K

Our employees are recruited through partnership with language schools, Universities, and our own databases with pre-interviewed applicants.

All prospective employees are vetted to ensure than they have no criminal records. References are always checked for accuracy.

Candidates are initially tested for communication skills by telephone, with skilled linguists testing their language capabilities .

Secondly we personally evaluate candidates for customer service attitude and skills. Our employees must represent our Customers’ business and company with pride and professionalism.

Next, we test for analytical and problem solving as well as knowledge needed in the Customer’s requirements.

Finally we look for adaptability and team spirit as maintaining an open culture is extremely important to 60k Ltd.

We work closely with our clients to ensure that they are satisfied with the staff allocated to their Service, this can, if required involve shortlisted candidates being vetted by clients prior to their appointment.

Recruitment – Our Staff Are Your Staff!

Account Management

At 60k Ltd we see ourselves as an extension of our Client’s business and our staff are trained to represent our clients in a professional and caring manner.

We allocate a dedicated Key Account Manager and a Deputy Account Manager to each of our clients either fully dedicated or restrict the number of accounts under their control to a maximum of 2 as the client wishes.

Both the KAM & DAM are available 24/7 and will respond to our clients within 1-3 hours of initial contact depending upon agreed severity levels.

Implementation – Smooth & Seamless

A dedicated project team will be set up to ensure a problem free transition from your current operation – customer service or an outbound sales centre.

The team will consist of the following:

SupervisorsTraining/Q&A Specialist Team Leaders

Key Account manager

IT/Network support HR Specialist

Call Centre Manager

Facilities Manager IT Manager

Implementation – Structured & Controlled

The Implementation Plan will consist of the following with Client sign off at each stage of implementation:

60K

•Recruitment plan

60K

•Staffing plan – shift patterns etc.

60K

•Organisational structure

60K

•Training plan – initial & continuous

60K

•Plan of call centre layout

60K

•IT Systems and network plan

60K

•Disaster recovery plan

60K

•Call routing plans

60K

•Call modelling

60K

•Call migration plan

60K

•Reporting Plan – type, frequency etc.

60K

•Communication and feedback plan

We have developed our internal technical solution, which includes number of different modules working in perfect harmony.

Lower Change request waiting times.

Queue reduction software.

Bigger reporting flexibility – we can provide any type of reports upon request.

Full integration of CTI/ACD/CRM and Workforce management programs.

Some of the benefits using our solution:

Technological solutions

24/7 Development Team onsite.

More Security in relation to sensitive data.

Full backup of all information in different locations.

More flexibility – we provide tailored solutions to the needs of our Customers.

60k operates from its own fully secure building in Sofia (125 Kliment Ohridski boulevard) . It has a fully installed capability of 400 + agent seats.

Security in our building is most important and it is assured with electronic Access Control, internal and external cameras, and around the clock physical security. 60K is the ONLY occupant of our premises and all telecoms and redundant systems serve only 60K.

State of the art active equipment connected to agents working stations with 47 km of fibre and cabling. Three telecom suppliers each with independent fibre to the building ensure the quality of our services with very high capacity.

We believe that the better the working environment is, the better the results of our people will be. That is why we put a lot of effort into creating a call centre caring spirit and additional conveniences like our beautiful roof terrace, the free bus & parking, and the on-site subsidized restaurant.

Premises

Portfolio

We planned

We decided

We

dreamed

We implemented

We set the standards

We deliver

Why are we different?

60k is the fruit of a dream. We have created an environment of trust and respect. Our transparency and love for the work we do make our Customers feel that

we are an extension of their businesses.

We give no less than what we expect to

receive. We set high

challenges for ourselves and

help our Customers meet and

exceed their goals.

We under commit and over deliver.

We tell the truth.

"60K promises you innovation and service excellence from a company you can trust.

Our quality policy is to provide only the most reliable, responsive and cost-effective

products and services that meet or exceed customer expectations.

We are committed to operational excellence, reliable service levels and believe

in prompt, courteous and effective customer representation"

Mission Statement

Contact Details

JON GLADWISH

/CEO/

jon.gladwish@60k.bg

Phone: +359 2 462 0000

IVAN IVANOV/COO/

Ivan.ivanov@60k.bgPhone: +359 2 462

0001

PHILIP CLAYTON/Director of

Business Development/

phil.clayton@60k.bgPhone: +359 2 462

0003

ELENAKOLOMANOVA

/Business Developer/

elena.kolomanova@60k.bg

Phone: +359 2 462 0002

MIKE JOHNSON

/UK Business Development

Director/

Mike.johnson@60k.bg

Phone: +44 07791 440229

Follow us on: Visit us at: www.60k.bg