A guest-lecture led by Ivan Georgiev, Co-Founder and CEO of Pontica Solutions, designed for the 'Management of Outsourcing Projects and Companies' course (part of the Master's Program in Outsourcing at Sofia University, Bulgaria). ✔️ how to identify prospects ✔️ how to negotiate and convert them into clients ✔️ how to build valuable relationships with existing clients

1. Hunting vs Farming and how to turn
opportunities into Clients
#wegrowtogether

2. Summary 1. Why do companies outsource?
2. Types of Outsourcing
3. What do we do in Pontica? (15 min)
4. Sales process overview (15 min)
5. Hunters vs Farmers (10 min)
6. Hunting in BPO & ITO (15 min)
• Who is doing that in the organization
• Hunting channels
• How is it done (examples)
7. Farming in BPO and ITO (20 min)
• Who is doing that in the organization
• How is it done (examples)
9. Relationship building methodologies and key success factors
(20 min)

3. Whatisthe marketaskingfor?
1. Allows us to focus on core competencies
2. Addresses recruitment needs for a quick scale up
3. Cost reduction
4. Access to better skill and expertise in operations
5. Allows flexibility in operations
Top decision makers choices when companies were asked what are they looking for in outsourcing their
operations:
*EY, 3700 participants in Europe

4. Types of
Outsourcing
Business Process
Outsourcing
(BPO)
Body leasing
Project
outsourcing

5. Types of
Outsourcing
Business Process
Outsourcing
(BPO)
Strategic
outsourcing
Body leasing
Strategic
outsourcing
Project
outsourcing
Production
outsourcing /
Tactical
outsourcing

6. Types of
Outsourcing
Business Process
Outsourcing
(BPO)
Strategic
outsourcing
Service level
based
Body leasing
Strategic
outsourcing
Profile based
Project
outsourcing
Production
outsourcing /
Tactical
outsourcing
Project
completion
based

7. What do we do?
7
Business Process
Outsourcing
(BPO)
Body leasing
Multichannel
Customer
Solutions
IT Support
and
Development
Recruitment and
Talent
development
Reporting &
Data Analysis
Service
providers
Technology
companies
Gaming
companies
E-commerce &
Retail
companies
What ?
Who ?

8. Sales approach conclusion

9. Sales approach conclusion
‘In outsourcing you can NOT create the need for the product.
You need to build your sales strategy, so you are there, when
your prospects are starting to grow for the idea of outsourcing.’

10. New client
onboarding
• Stages:
o Marketing and Sales

11. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning

12. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning
o Identify prospect

13. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning
o Identify prospect
o Qualify prospect / Understand business
needs = 2 weeks (Questionnaire)

14. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning
o Identify prospect
o Qualify prospect / Understand business
needs = 2 weeks
o Build strong first impression / Become
noticeable = 3 weeks

15. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning
o Identify prospect
o Qualify prospect / Understand business
needs = 2 weeks
o Build strong first impression / Become
noticeable = 3 weeks
o Solution Design / Offer = 2 weeks

16. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning
o Identify prospect
o Qualify prospect / Understand business
needs = 2 weeks
o Build strong first impression / Become
noticeable = 3 weeks
o Solution Design / Offer = 2 weeks
o Adjusting offer = 2 weeks

17. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning
o Identify prospect
o Qualify prospect / Understand business
needs = 2 weeks
o Build strong first impression / Become
noticeable = 3 weeks
o Solution Design / Offer = 2 weeks
o Adjusting offer = 2 weeks
o Negotiation stage = 4 weeks

18. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning
o Identify prospect
o Qualify prospect / Understand business
needs = 2 weeks
o Build strong first impression / Become
noticeable = 3 weeks
o Solution Design / Offer = 2 weeks
o Adjusting offer = 2 weeks
o Negotiation stage = 4 weeks
o Business visits = 1 week

19. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning
o Identify prospect
o Qualify prospect / Understand business
needs = 2 weeks
o Build strong first impression / Become
noticeable = 3 weeks
o Solution Design / Offer = 2 weeks
o Adjusting offer = 2 weeks
o Negotiation stage = 4 weeks
o Business visits = 1 week
o Contract review and signature = 6 weeks

20. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning
o Identify prospect
o Qualify prospect / Understand business needs =
2 weeks
o Build strong first impression / Become
noticeable = 3 weeks
o Solution Design / Offer = 2 weeks
o Adjusting offer = 2 weeks
o Negotiation stage = 4 weeks
o Business visits = 1 week
o Contract review and signature = 6 weeks
o Kick off meeting

21. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning
o Identify prospect
o Qualify prospect / Understand business needs =
2 weeks
o Build strong first impression / Become
noticeable = 3 weeks
o Solution Design / Offer = 2 weeks
o Adjusting offer = 2 weeks
o Negotiation stage = 4 weeks
o Business visits = 1 week
o Contract review and signature = 6 weeks
o Kick off meeting
o Implementation plan in motion = 8 weeks
~ 6 months to close a deal

22. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning
o Identify prospect
o Qualify prospect / Understand business needs =
2 weeks
o Build strong first impression / Become
noticeable = 3 weeks
o Solution Design / Offer = 2 weeks
o Adjusting offer = 2 weeks
o Negotiation stage = 4 weeks
o Business visits = 1 week
o Contract review and signature = 6 weeks
o Kick off meeting
o Implementation plan in motion = 8 weeks
~ 6 months to close a deal
HUNTING

23. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning
o Identify prospect
o Qualify prospect / Understand business needs =
2 weeks
o Build strong first impression / Become
noticeable = 3 weeks
o Solution Design / Offer = 2 weeks
o Adjusting offer = 2 weeks
o Negotiation stage = 4 weeks
o Business visits = 1 week
o Contract review and signature = 6 weeks
o Kick off meeting
o Implementation plan in motion = 8 weeks
~ 6 months to close a deal
HUNTING
FARMING

24. New client
onboarding
• Stages:
o Marketing and Sales
o Campaigning
o Identify prospect
o Qualify prospect / Understand business needs =
2 weeks
o Build strong first impression / Become noticeable
= 3 weeks
o Solution Design / Offer = 2 weeks
o Adjusting offer = 2 weeks
o Negotiation stage = 4 weeks
o Business visits = 1 week
o Contract review and signature = 6 weeks
o Kick off meeting
o Implementation plan in motion = 8 weeks
o Performance (Client lifecycle)
~ 6 months to close a deal
HUNTING
FARMING
FARMING

25. Hunters vs. Farmers

26. Hunting in BPO & ITO

27. 27

28. 285/6/2020
1. Who is doing that in the organization
a) Business Development Specialist
b) Sales Specialist
c) Sales Representative
2. Channels for finding leads (all B2B)
a) Direct marketing (LinkedIn, YouTube, Advertisement)
b) Brand Awareness (Articles, Seminars etc. )
c) Event participation (Client portfolio based)
d) AdWords / SEO
e) Buying leads
f) Head hunting
3. Skillset of the hunters
a) Personal: Extrovert, Persistent, Independent, making good
logical connections
b) Professional: No particular
4. How is it done (Examples)
Hunting in
details
Hunting is the process of finding potential clients based on
a predefined criteria. Prospecting. Lead Generation.

29. Farming in BPO & ITO

30. 305/6/2020
1. Who is doing that in the organization
a) Business Development Expert/ Manager
b) Sales Expert/ Manager / VP of Sales
c) Customer Success Manager / Account Manager / Team
Manager / Customer relationship manager
2. Why is farming so important
a) In B2B long term contracts – Contacts is the most important
asset. You build contacts` portfolio through Farming
b) Duration of the sales process is long. You need to apply
Farming strategies
c) Deals are based on relationship. You need to apply Farming
strategies
d) You can not create need for outsourcing. You need to be
there when the time comes
3. Skillset of the farmers
a) Personal: Patient, Good listener, Independent, making good
logical connections
b) Professional: at least 3 years experience in the business
he/she is representing, Polyvalent profile (understanding the
whole production cycle)
4. How is it done (Examples)
Farming in
details
Farming is the process of building a relationship with a prospect or
client with the purpose to sell, upsell, cross-sell.

31. Example of farming process
Dec 2018
First
Contact
Dec 18 – Mar 19
Hunting
Mar 19 – Jun 19
Relationship
Building
Jul 2019
First Offer
Aug 2019
Lost
Prospect
Aug 19 – Dec 19
Farming
Jan 2020
Adapted
Offer
Feb 2020
Contract
won
Deal size = 15 new
positions
Deal size >100 new
positions

32. Example of farming process

33. Relationship building
methodologies and key
success factors

34. Pillars of success
Sales
Efficient
Sourcing
Performance
Engagement

35. Relationship building methodologies
1. Listen
Understand the real business needs. Your product needs to be suitable and more importantly
knowing why your product is a good fit

36. Synergy is the key
We are all passionate for
growth; therefore, we
believe in efficiency and
understand that bringing
success to our clients is
the best testimonial one
can ever get
At Pontica Solutions we
are all owners – for us
“Great” is simply not
good enough! We keep
ourselves accountable
and put our personal and
professional reputation at
skate on the excellence
For us in Offshore
business relationships
partner`s cultural and
strategic synergy is the
key to successful
operations.
We have managed to
build a positive team and
a true family spirit. We
are at constant strive to
keep our teams happy as
an engaged and happy
team equals happy
customers
Transparent
relationship
Happy
clients
Performance
excellence
Happy
colleagues
Synergy
Happy People +
Capable Management
= Happy Clients

37. Relationship building methodologies
1. Listen
Understand the real business needs. Your product needs to be suitable and more importantly
knowing why your product is a good fit
2. Connect on personal level
No emails , insist on visual contact, get info about interests and personal stuff

38. Relationship building methodologies
1. Listen
Understand the real business needs. Your product needs to be suitable and more importantly
knowing why your product is a good fit
2. Connect on personal level
No emails , insist on visual contact, get info about interests and personal stuff
3. Find the decision maker
In services, most of the time you offer tailored solution. You will win time if communicate
with a decision maker

39. Relationship building methodologies
1. Listen
Understand the real business needs. Your product needs to be suitable and more importantly
knowing why your product is a good fit
2. Connect on personal level
No emails , insist on visual contact, get info about interests and personal stuff
3. Find the decision maker
In services, most of the time you offer tailored solution. You will win time if communicate
with a decision maker
4. Distinguish from competition
Build your products with added value
• Location
• Experience
• Innovation
• Security

40. Why Bulgaria?
Bulgaria is 1st in Europe and amongst Top 20 worldwide most
attractive outsourcing destinations.
• Over 75 000 people working in the BPO and ITO industries
• Over 17 000 graduates every year suited to needs of the outsourcing sector
• Over 5 000 multilingual Bulgarian graduates who studied abroad return to our market
European Union
and NATO
member states
Economic and
political stability
Excellent language
skills in all major
European languages
Highly educated
large talent pool
with strong
aptitude for BPO
and ITO
Culturally and
linguistically
aligned to the
western business
world
Mature outsourcing
destinations
*AT Kearney index

41. Local growth strategy
Varna
Sofia
Capital city
• Airport
• 50 min flight from Sofia
• 480 000 population
• 3000 students/year in
language or computer
sciences
• A class buildings
• Scalable to 500+ ppl

42. Innovation and team
• Pontica implements AI as different add-on services
• Guarantee quality with good processes
• Voice of the Customer reports
• Constant analysis on performance
• Flexibility in operations

43. Security and Compliance
 Regulatory/Legislative Compliance with EU
laws and regulations on data protection
 PCI DSS Compliant Service Provider
 ISO 27001 Compliant Service Provider
 Criminal background check of employees
Compliance
Data Security Physical Security
 Control of unauthorized data diffusion via
best-of-breed security technology
 Separate VPN VLAN set-up to remotely
access customers’ applications
 Secure office access through personal
access badges
 24/7 guard surveillance and video camera
monitoring
 Locker facilities to enable clean desk policy
Employee
Awareness
 Confidentiality agreement signed by all
employees
 Programs aimed to ensure awareness of the
importance of information security and staff
trained to meet security standards` objectives
 Additional project related confidentiality
agreements signed by employees

44. Relationship building methodologies
1. Listen
Understand the real business needs. Your product needs to be suitable and more importantly
knowing why your product is a good fit
2. Connect on personal level
No emails , insist on visual contact, get info about interests and personal stuff
3. Find the decision maker
In services, most of the time you offer tailored solution. You will win time if communicate
with a decision maker
4. Distinguish from competition
Build your products with added value
5. Get references and examples of why you are so great
Testimonial is more than words. Go to events with clients, ask clients for help

45. People’s choice
The Stevie® Awards
are the world's premier business awards. They
honor and generate public recognition of the
achievements and positive contributions of
organizations and working professionals worldwide
and is one of the world's most coveted prizes.
Founders of the Year
Business Services
Start-Up
Recognition for
Pontica Solutions
As an official audited member of the
Bulgarian Outsourcing Association for 2018,
we are proud to be listed as one of the 10
most dynamic BPO companies in Bulgaria.
“The companies chosen as ‘Ones to
Watch’ are the most inspirational,
successful and dynamic in Europe”
Pontica was recognized among 2,857
companies named as “Ones to Watch”
Europe, considered from over 111,000
businesses from 34 countries
Business Services
Best Customer Service

46. Results are better than
words
17%
TURNOVER ENGAGEMENT AVG. CSAT AVG. RECR. TIME
92.3% 89% 4 weeks
AVG. QUALITY
92%

47. Relationship building methodologies
1. Listen
Understand the real business needs. Your product needs to be suitable and more importantly
knowing why your product is a good fit
2. Connect on personal level
No emails , insist on visual contact, get info about interests and personal stuff
3. Find the decision maker
In services, most of the time you offer tailored solution. You will win time if communicate
with a decision maker
4. Distinguish from competition
Build your products with added value
5. Get references and examples of why you are so great
Testimonial is more than words. Go to events with clients, ask clients for help
6. Be likable
You are your company`s first impression. You need to be smart, good listener, good
professional

48. Ivan Georgiev, CEO and Co-Founder
Talent Acquisition Manager
www.ponticasolutions.com
Thank you!
https://www.linkedin.com/in/georgievivan/