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Will your outsourcer:

• offer a truly bespoke service to meet your specific needs?

• be focused on improving your bottom line and adding value?

• understand your customers needs and ensure they are met?

• be easy to work with, open and responsive?

• be fully responsive to your change in requirements?

• support your CSR goals?

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Some questions for you

Overview

Sambora is a high quality, cost effective provider of outsourced contact center services

and solutions.

We chose Guyana in South America, on the edge of the Caribbean, mainly because of its

high quality people for whom English is its first and only language, spoken with a neutral

accent.

We focus on maintaining high levels of quality throughout the business, with reliable and

secure technology, recruiting, training and retaining the best people, whilst

implementing processes of an international standard.

The origins of the business lie in sustainable development and is a core objective of the

company.

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Our Location

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Guyana:

50 Minutes to Trinidad & Barbados, 4 hours to Miami and 5.5 hours to New York.

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Georgetown, GuyanaTrinidad

Barbados

Miami

LondonNew York

San Francisco

• English, the country’s first and only language, spoken with a neutral accent.

• University educated workforce available, all of whom are within 1 hour’s travel from

Sambora, with nearly 90% of applicants female, aged 20-25.

• High in country unemployment

• Extensive Broadband Capacity

• Eastern US time zone (-4 GMT)

• Stable exchange rates

• Full Government support

• Expansion capability to 5000 seats

• Contact Center sector is growing annually by 40%

• Liberalization of telecommunications sector underway

• Sambora created from National Low Carbon Development Strategy

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Why Guyana

• Live Agent Outbound / Inbound Call Center Services

• Lead Generation, Sales, Customer Services, Customer Care, Help Desk, Technical and Sales Support

• Voice, Chat, Media Handling and Social Media Monitoring

• B2C and BCB

• Industry verticals include:

What We do

• Telecommunications • Utilities • Finance • Charities• Retail and Internet

Quality is at the heart of everything we do:

• Solutions tailored to client needs – one size does not fit all, client fully . involved in feedback process

• International quality accreditation – due for ISO-9001 Audit

• PCI compliance central to business: secure technology gateway to payment service providers; uninterrupted call recording for auditing; FCA and PRA compliance; strict regulation on people and property access to center

• Focus on quality assurance and training

• Measure what we do and tell you

• Experienced management team fit for purpose – over 100 years combined . managing contact centers

• Tried and tested recruitment process – right people first time

• Rigorous performance management – target and service orientated culture

• Proven technology – reliable, secure, redundancy, modular and future proof

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Our Approach

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Chief Executive Officer Fraser Wheeler

Commercial Director Faizal Khan

Team Managers Nkechi Carter Nick Bullen Shadee Fredricks

Data Manager Paul Mc Kenzie

HR ManagerMax Persaud

Core Trainer Michelle Kinsanally

Technology Manager Pradeep Ramoutar

Director of Strategy & Innovation

Glenn Hurley

Account Operators

Company Structure

Chief Financial Officer Kads Kahn

Quality Manager Sekou Belle

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Board of Directors

Non-Executive Adviser Derwyn Jones

Operations Manager Shane Pearce

Recruitment & Selection

• Recruitment based on client need

in ..skills, knowledge and experience

• Rigorous process of selection

• Continuous assessment

of . ..performance

• Selection process adapted

as ..necessary to

performance ..assessments

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Cost Comparison

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CountryOutbound Cost / Hour($ US) (₤ GR) Key Benefits Key Issues

USA

UK

25 15

India 15 - 16.50 10.00 Established marketScalabilityTechnical skills

Increased costsDemand for quality peopleNon neutral accentExchange rate fluctuationHigh agent attrition

South Africa 15 - 17 10.50 Established marketScalabilityEnglish speakingGMT Time zone

Increased costsDemand for quality peopleExchange rate fluctuation

Philippines 13 - 16 9.00 Established MarketScalabilityCost Competitive

Non neutral accentTime zone issuesDemand for quality peopleExchange rate fluctuationHigh agent attrition

Jamaica 12 - 14.50 8.50 English SpeakingTime zone GMT-5hrs

ScalabilityAvailability of workforce

Barbados 14 - 15 9.00 English SpeakingTime zone GMT-5hrs

ScalabilityAvailability of workforce

Guyana

12 – 13.50 8.00 *

US $1.60 = ₤1.00 *

*Globally competitive inbound rates available on request.

Neutral English accentWell educated workforceCost competitiveGovernment supportExtensive broadband capacityEastern US time zone GMT-4hrsStable US$ - G$ exchange rateExperienced Management team

Relatively New Market

System & Network Capability

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Highlights include:

• Dedicated fibre optic from Georgetown to Miami, with maximum redundancy.

• Private cloud-based technology platform with full flexibility and international connectivity via private network to Miami NAP of Americas

• Entire private network monitored and managed on a 24 hour basis

• Full multi-media capability e.g. web chat

• Non-internet based service & broad band optimization ensures highest voice quality and data security

• PCI compliance: fully compliant gateway to payment service providers offering protection from risks of payment and data compromise and fraud; and uninterrupted call recording for auditing, FCA and PRA compliance.

• Secure campaign monitoring for client in real time • CRM integration, Data Analysis and Answer Machine detection

• In-bound skill-based call routing and Intelligent IVR

• Full voice in-bound capabilities including messaging and music on hold

• US numbering options including local or toll free (and other international destinations)

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Our Network

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Directors

Ralph Ramkarran is the Senior Partner in Cameron & Shepherd, Guyana’s oldest and best

known law firm. He is both the former Speaker of the National Assembly and an Executive

Member of the People’s Progressive Party/Civic, the political party currently in Government.

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Glenn Hurley – Director of Strategy and Innovation

Glenn has worked in senior contact centre roles for the last 30 years, including as

President of SITEL Asia Pacific. Highlights included his winning and handling of the

world's largest out-sourcing deal, with The Microsoft Network (Msn). In 2000 he

helped launch Port@l, which quickly became the fastest growing UK contact centre

business of its time.

 

Ralph Ramkarran – Chairman

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Directors

Faizal Khan – Commercial Director

Faizal Khan is a young entrepreneur with recognized marketing expertise, who’s

most recent success came on BBC hit TV show Dragon’s Den, when he secured a

substantial investment from Dragon billionaire James Cann for his Guinness Book of

Records World’s Smallest Car, the Peel P50.

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Senior Staff

Shane Pearce (BSc) – Out-bound Manager

Shane has a  proven record in Contact Centre operations management based on

extensive experience in data analysis, strategic campaign management and staff

leadership.  Shane has impressed a number of blue chip clients with his grasp of

diverse operational issues and his ability to find solutions consistently that are

bespoke to the client.  He has shown capacity to get the most out of his teams and to

link them highly effectively to meet client needs.

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Kads Kahn – CFO

Kads, both a Banker and a Chartered Accountant, served as a Shadow Minister

and front bench Member of Parliament in Guyana and is a former Central

Executive Council member and Treasurer of the PNC , the main Opposition Party.

He was a founding director of Demerara Bank Ltd., the first private sector

indigenous bank in Guyana. He trained Bankers and Accountants in the City of

London and is currently involved in businesses on both sides of the Atlantic.

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Senior Staff

Max Persaud – Compliance Manager

Max has served as an internal quality auditor with Royal Dutch on managing ISO 9001 and

with Philips, Siemens and Brown Bovri in Canada, China and Singapore; and a large Contact

Centre in India. A specialist in supply chain management for over 27 years, he lectured at

colleges in both Canada and Guyana, in International Business and Trade Compliance. Max is

at the forefront of Sambora’s quest to achieve the highest international standards of quality,

as reflected in its soon to be ISO 9001 Audit.

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Sekou Belle - Quality Manager

Sekou has relevant management experience and currently oversees quality. His real

time, client facing management role incorporates quality control and superb customer

service. His planning and problem solving skills, coupled with sound strategies ensures

customer satisfaction.

Sustainability

• Origins of Sambora lie in Guyana’s Low Carbon Development Strategy

• Creation of sustainable jobs: staff well paid and well trained with good prospects, based on business providing high levels of quality and value added to clients

• Off-setting our carbon emissions through project support to Iwokwama, a million acres of pristine forest in Guyana

• Support for our local community West Ruimveldt – employment, support for entrepreneurship, recycling, mentoring and community development.

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Clientele

• English is our first and only language

• Our staff have a cultural affinity to the US

• Quality and compliance at the heart of the business

• Easy to work with, open and approachable

• Tailored client approach

• Performance management exemplary

• Technology that delivers

• Full support from the Government of Guyana

• Globally competitive on cost

• Sustainability lies at the heart of our operation

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Why Work With Us

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The benefits

• We know your business. Our team has experience with every main

vertical.

• We are constantly working on ways (e.g. social media) to provide

better support, more customer retention and more sales of your

products and services.

• We have highly professional and experienced account management

and support teams

• We strive for the best in customer experience in everything we do

• We partner with great international support companies

• We tailor our service closely to your on-going needs

We are the out-sourcer with a difference.

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