VADS bring together People, Processes and Technologies to enable effective and dynamic use of information and communications. Our focus is to empower businesses with value-based innovative solutions and services by offering our expertise.

1. Business Process Outsourcing
Business Process Outsourcing (BPO)
VADS Accelerating Customer Delight
A Company

2. Business Process Outsourcing
VADS Group
A Company

3. Overview
Our focus is to empower businesses with value-based innovative
solutions and services by offering our expertise in the area of:
• Business Process Outsourcing
• IT and Hosting Services
• Managed Network Services
People
We bring together People,
Processes and Technologies
to enable effective and dynamic use
of information and communications
Process
Technology
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

4. One of Malaysia’s leading Managed ICT & BPO Service
Provider
Standard Certification
 Established in 1991 from a
joint venture between IBM
Global Network Services
and Telekom Malaysia 074-A
Berhad (TM)
Technology Partners
 VADS became a wholly
owned subsidiary of TM in
2008
Contact Centre 5th Global Emerging
Contact Centre World
Association Malaysia Global Service Index Knowledge
BPO
Awards 2010
(CCAM) Awards 2010 Awards 2009 Organization (GEKO)
Best Contact Center;
Best Outsourced Service Best Company Image Awards 2009
Technical Helpdesk
Contact Centre Potential Category
Computerworld Choice Frost & Sullivan 2008
Cisco 2009 Frost & Sullivan 2009
Awards 2009 Data Communications
ICT
Top Managed Service Managed Service
Data Centre Provider of Service Provider of the
Partner Awards Provider of the Year
the Year Year
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

5. Our Credentials
With 20 years experience
in the ICT industry, and
now powered by the
largest telecommunication
player in the country,
VADS is the preferred
partner for most
organisation across
industries.
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

6. VADS Bhd provides a total outsourcing solution by integrating People, Process, and
Technology supported by TM’s connectivity.
A Company
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7. VADS offers cost-effective and seamless ICT solutions for
optimum performance in today’s fast paced business environment;
powered backed end by the largest telecommunication player in the
country.
Network Value Business Process
DC & Hosting IT Services
Added Services Outsourcing
Data Center
HQ
ICT &
BPO Branch
HSBB
Voice,
IPVPN
Data, PSTN
INTERNET
Internet
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

8. Business Process Outsourcing
VADS Business Process
A Company

9. Introduction to VADS BPO
• VADS BPO started its operations in contact center services in 2004.
• Our first customer is TM NET with 30 seats operating from the first floor of
Plaza IBM, a team of 60 staff to handle Level 1 Technical Support for Streamyx.
• 7 years later, with more than 6,000 staff, answering 6 million calls a month,
VADS BPO is an MSC Company, largest in Malaysia.
Contact Center Outsourcing
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

10. VADS BPO Milestone
2011
Launching of:
2010
• Ministry of Education &
• Tabung Haji contact center
• Provided BPO Services to TM Fixed line
2009
• First Offshore Client, Singapore’s Primary
Mobile Communications Service Provider
• First US Client -- Providing Inbound Tech 2008
Support, as well as Knowledge Base • Regional Presence in two (2) sites in
content development Indonesia: Jakarta and Yogjakarta
2007
• In-sourcing; Customer Care
• 600 CSR’s Recruited and Trained
• Achieved a Customer
Satisfaction Index Rate of 2006 • First CCAM Prestige Award for
more than 85%
Most Significant Improvement
• 9 months - Turn around time
• Facilities and HR Management;
2005 20 Seats and 20 FTE’s
2004 • VADS eServices was born
• 30 Seats and 64 CSR’s for
Inbound Tech Support
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

11. VADS BPO Customer Management have solutions for
all phases of the customer life-cycle
Revenue Generation Revenue Protection
Support
Survey Loyalty
Up-selling
Retention
Welcome Win back
Collections
Lead generation
Service Management
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

12. Currently handling over 60 mil customer contacts
across 11 delivery centres
UNITED KINGDOM
CHINA
UNITED STATES
TAIWAN
MALAYSIA
Delivery Centers (Malaysia)
Penang (110 seats) SINGAPORE
Delivery Centers (Indonesia) Kuala Lumpur (3,000 seats)
Malacca (60 seats) Kuching (160 seats)
Client Base
Account Management Base INDONESIA
Center of Excellence (Telemarketing)
Jakarta (140 seats)
Center of Excellence (Customer Service)
Yogyakarta (290 seats)
Center of Excellence (Telecollection)
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

13. VADS BPO Solutions
Contact Center Transaction Process Human Capital Facilities and Knowledge Process
Outsourcing Outsourcing Management Technology Outsourcing
Outsourcing
INBOUND DATA ENTRY AND TALENT SOURCING OFFICE SUITES BUSINESS ANALYTICS
• Customer Care PROCESSING • Profiling • Location suitability • Reporting Analytics
• Technical Support • Data verification • Recruiting index • Predictive Analytics
• Fault Reporting • Office space and
SALES VALIDATION TALENT DEVELOPMENT Workstation
OUTBOUND PROCESS • Training • Facilities Management MARKET RESEARCH
• Tele Sales • Talent Management • Mystery Shopping
• Tele Marketing • Performance TECHNOLOGY • Data Analysis Services
• Tele Collection Management • Hosted contact center
technology
• Telephone Account • Disaster Recovery
Mgt Contact Center
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

14. Integrating VADS contact centre methodologies with client
processes to enable your business objectives
Operation Processes
• Managing change
• Quality and knowledge management
• Scheduling and forecasting
• Measurements and reporting
Cost
Efficiency
Client Human Capital & People Management
Business • Recruitment
Processes • Training and development
• Skills verification and performance appraisal
• Motivation and culture
Excellent
CSAT Contact Center Technologies
• Voice and telephony systems
• Workforce management system
• Quality management system
• Customer relationship management system
Business
Values Contact Center Facilities
• Workstation and desktops
• Training and meeting facilities
• Network and hosting
• IT and security
• Recreational facilities
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

15. Selecting the right people is key to performance and
retention
Profiling
Profile for Inbound Agent
Career
Recruitment
• Good listening skills Development
• Customer service oriented
• Culturally immersed
• Full suite of product
Motivation
knowledge Training
and Culture
Next-gen Agent
Performance Skills
• Persuasive
Appraisal Verification
• Objection handling skills
• Self motivated
• Aggressive sales mindset
• Team player and target
Mentoring Development
driven
Coaching
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

16. An operations model that balances service and quality performance
Contact Center Professionals
Team Leaders
Operations Manager
Operation Support Knowledge & Development Human Capital
Governance Management Quality Assurance
Recruitment and Hiring
IT Technical Support
Training and Development
Reports and Analytics
Human Capital Management
Workforce Management Knowledge Management
CSAT Quality Speed Service Cost
• Customer Satisfaction • Transaction • Service Level • Contact Resolution • Cost per transaction
• Net promoter score Monitoring • Abandon Rate • Average Handle Time
• Mystery shopper • Process Level Audit
Business Process & Procedures
Technology Enablers
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

17. Voice of the customer analysis for improved decision
making and overall business improvement
QA findings
Client systems
Full-blown
CSAT findings Reports and
Recommendations
Data
Analysis • Root cause analysis
Telephony • Drivers of customer
satisfaction
• Key quality markers
• Product health reports
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

18. Strategy alignment and governance
Streamlining The Business Direction
Monthly Quarterly Annually
Monthly: Quarterly – Half Yearly: Annual Retreat:
• Performance review • Business Review with • Finance, Corporate
headed by VADS VADS VP Strategy, Reps from
Operations GM • Client Management VADS Senior
• Client Management Team Management Team
Team • Marketing • Client Management
Team
2 hours 4 hours 8 hours
Annual Business
Contractual KPI Quarterly Performance
Review
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

19. Our contact center facilities
Contact Centre Contact Centre Contact Centre
Operations floor Operations floor Operations floor
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

20. Our contact center facilities
Discussion room Technical lab Customized suite
Pantry Operations floor Observation deck
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

21. Environment for performance
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

22. Applications and databases hosted at our Tier 4 ready data centre
• Login & Passwords Data Center
• No printing • Floor Space (2, 300sqf)
• Require based access to Internet Equipment area Control
• Use of encryption for network Room Staging Area
session: 3DES, AES, SSL, Multi- • Continuous power supply -
protocol fully backed-up by UPS and
• Ongoing security and controls diesel power generator
training for employees • Precision Air-conditioner(3
• Confidentiality and privacy units) - max 370,500 BTU/hr
contract are signed by all • Fire-fighting System Heat
employees sensors & smoke detectors
• Multi-layer Antivirus Protection FM200 fire suppression
• Virus scanning on Email system - covering 3 layers
Gateway, Windows Servers,
Exchange Mailboxes & Users
Workstations
Data Security
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

23. Client’s information is secure with VADS
Data Security
• Logins & Passwords
• No printing
• Need based access to Internet
• Use of encryption for network session: 3DES, AES, SSL, Multi-protocol
• Ongoing security and controls training for employees
• Employee confidentiality and privacy contract
Network Security
• Secure Shell (SSH) used for remote login and file transfer
• VLAN technology and network segmentation
• Multi-layer firewall implementation
• Multi-layer Anti-virus implementation
• Virus scanning on Email Gateway, Windows Servers, Exchange Mailboxes and Users Workstations
• Intrusion Detection Systems (IDS)
• Anti-virus systems and anti-spam protection
Physical Security
• Card Access System with PIN
• CCTV
• Locked Server Racks
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

24. Throughout the project start-up period, change
management is an area that is carried out across
Project
assessment
Finalize scope &
requirements
Contact center
user requirement
documentation Recommended
processes &
Reports & workflows CRM customization
documentation
SLA & key IVR customization
performance & integration
indicators Capacity planning
& scheduling
Human capital
management
Training program &
quality assurance
Operations
management
Change Management
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

25. Implementation governed by strong project
management principals
Phase
Project Initiation Project Planning Project Execution Project Closure
1. Project 1. Project plan 1. Build 1. Conduct pre-
charter 2. Financial plan deliverables live checklist
2. Communicatio 3. Risk assessment 2. Perform time 2. Manage Go Live
n plan matrix management 3. Sign-off
3. Project team 4. Customer 3. Perform cost handover
Deliverables
appointed handling SOPP management document
4. Project kick- 5. Technology plan 4. Perform quality 4. Project closure
off 6. Hiring plan management 5. Hand-over to
7. Training plan 5. Perform risk operations
8. Knowledge and issue
management management
plan 6. Perform change
9. SLA/KPI and management
reporting plan 7. Perform
10. WFM plan communication
11. Quality management
assurance plan
Time
1 week 2 week 5 weeks 2 week
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

26. Business Process Outsourcing
Our BPO Experience and Credentials
A Company

27. Strong experience across industries
Telecommunication
Financial Institution
Consumer
Government
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

28. Case study on performance turnaround through concerted
change management during migration
Client: Before: Benefits Realized:
A leading mobile operator in Service levels not Consistency in service
Malaysia serving more than 8 met for more than 6 and quality
million subscribers months consecutively
Recognized at the
Services: After: Achieved SLA world arena as having
Customer care and tech support within 3 months a first-class CRM
strategy
Service Details Objective Benefits Obtained
• Provide • Customer • Consistent
customer satisfaction service delivery
service from a was low and throughout the
scalable the local country
environment regulatory • Leverage on
that can handle body was VADS proven
increase in monitoring the operations and
customer number of performance
contact volume complaints and management
• Operations dissatisfaction methodology to
from 2 sites as of all mobile provide high
BCP operators quality service to
the end users
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

29. Case Study: Retail Segment
Client: Before: Cost Savings Realized:
A leading retailer in Malaysia on Clothing, No proper tracking on Reduce in manpower for client
Groceries and Other household items. Has customer’s transaction whereby previously one or 2
been in the market for more than 25 years staffs dedicated at each store to
After: handle customer’s call
Services:
One stop customer voice
Customer Service for Inbound, Outbound and
processing center
Back Office processing for Data Entry
Objective of
Service Details Benefits Obtained
Outsourcing
o Provide customer o A single partner that o Consistent service
service from a will be able to reduce delivery throughout
scalable environment the amount of asset the country
that can handle and headcount o Removal of costs
increase in customer required to provide associated to fixed
contact volume customer services assets
o Customer contact o Variable cost model o Leverage on VADS
received via o Increase the level of proven operations
telephone and email consistent customer and performance
servicing management
methodology to
provide high quality
service to the end
users
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

30. Case Study: Leading Mobile Operator in Indonesia
Client: Before: Cost Savings Realized:
A leading mobile operator in Indonesia (Top Not achieving SLAs 17% efficiency gain from
3) serving more than 20 million subscribers structured reduction in average
handle time (AHT)
Services:
After:
Customer service Dual site BCP
Achieved SLA within 2
months of operations
Objective of
Service Details Benefits Obtained
Outsourcing
o Provide customer o A single partner that o Consistent service
service from a will be able to reduce delivery throughout
scalable environment the amount of asset the country
that can handle and headcount o Removal of costs
increase in customer required to provide associated to fixed
contact volume customer services assets
o Customer contact o Variable cost model o Leverage on VADS
received via o Increase the level of proven operations
telephone and email consistent customer and performance
servicing management
methodology to
provide high quality
service to the end
users
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

31. Case Study: Internet Service Provider Malaysia
Client: Before: Cost Savings Realized:
A major internet service provider Service Level achievement Overall, Service Level and
below target Abandoned Calls performed
Services: satisfactorily and on an
Customer service for Inbound & Outbound
After: improving trend.
Service Level consistently
achieved
Objective of
Service Details Benefits Obtained
Outsourcing
o Provide customer o Low abandon rate o Service level
service from a and service level improved to 80%
scalable environment o Non adherence to calls answered within
that can handle schedule 40 seconds.
increase in customer o High Absenteeism o Reduce call
@
contact volume abandoned from 40%
o Customer contact to less than 10%.
received via o FCR improved from
telephone 52% to 80%.
o CCAM award –
2006,2007,2008
o Contact Center World
Award – Asia Pacific
– GOLD 2009
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

32. Over 20 accolades yearly, recognition across the globe
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

33. CCAM Contact Center Awards 2010 (Malaysia)
INDIVIDUAL AWARDS WINNERS
GOLD Award
Best Contact Center Manager Above 100 Seats
BRONZE Award
Best Contact Center Manager Above 100 Seats
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

34. CCAM Contact Center Awards 2010 (Malaysia)
CORPORATE AWARDS WINNERS
GOLD Award
Best Outsourced Service Contact Center Below 100 Seats
SILVER Award
Best Outsourced Service Contact Center Above 100 Seats
Best Outsourced Service Contact Center Below 100 Seats
MYSTERY SHOPPER AWARDS WINNER
SILVER Award
Best Outsourced Contact Center
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

35. APAC Contact Center Awards 2010 (Regional)
INDIVIDUAL AWARDS WINNERS
(APAC Region Final)
GOLD Award
Best Contact Centre Leader
GOLD Award
Best Contact Centre Trainer
CORPORATE AWARDS WINNERS
GOLD Award
Best Helpdesk
Best Contact Centre Outsources (Under 50 Agents)
Best Contact Centre Support Professional – Workforce Planning
BRONZE Award HIGHLY Commended
Best Recruitment Campaign Best Contact Centre Sales Agent
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

36. World Contact Center Awards 2010 (Global)
(World Talent-time Competition)
Best Contact Center; Below 50 Seats (Outsourcer)
Best Contact Center; Technical Helpdesk (Outsourcer)
Best Workforce Planning Professional
Best Trainer
Best Contact Center Leader
A Company
This information is confidential and was prepared by VADS BP Sdn Bhd solely for the use of our client; it is not to be reproduced or duplicated by any 3rd party without VADS’ prior written consent.

37. Thank You
VADS Berhad (208739-W)
No. 1, Jalan Tun Mohd Fuad Name: Mas Adli Mohd Abu Bakar
Taman Tun Dr. Ismail
60000 Kuala Lumpur Designation: Marketing Manager
Malaysia
Mobile number: +6 03-7712 8888
vads@vads.com
www.vads.com Fax number: +6 03-7726 2584
03 – 7712 8888
03 – 7728 2584 (F) Email: mas.adli@vads.com
A Company