1. Customer Lifecycle Management Mar, 2010 Anand Biradar, VP BD I [email_address] I +1 2012867741

3. Company Overview

11. Industry Recognition One of the Top ITES Companies in India Winner Of Most Innovative BPO 2008 Philippines Top 15 ITES BPO exporters FY 07/08 Top 10 Employers Employee Satisfaction/ HR Practices - 2008 One of the 200 “Best under a Billion” Forbes Asia - 2005 Gold Medalist Competency Development - 2008 Top 2 Call Centre Companies globally - 2008 Gold Medalist Lean Six Sigma - 2008 Top 20 by Industry Focus – Healthcare Top 10 – Services Offered Top 10 – By Region Served - 2008 Best Employer Brand Award (BPO) 2009 Deloitte Fast50 – Ranked # 30 - 2009

12. Competencies & Capabilities

13. Industries Automotive Banking and Financial Services Consumer Electronics Consumer Packaged Goods Consumer Products Healthcare Insurance Logistics and Transportation Media and Entertainment Pharmaceuticals Publishing Restaurants Retail Technology Telecommunications Diverse industry experience, including the publishing industry

14. Customer Experience - Full Service Continuum F u l l S e r v i c e C o n t i n u u m . . . . Actionable Customer Relationship Management Phone I email I web I self-service I white mail I social media Customer Acquisition Customer Care Product Support Dispute Resolution Collections Analytics & Research Fulfillment

15. Full Service Continuum Details F u l l S e r v i c e C o n t i n u u m D e t a i l s . . . . Product Support Dispute Management Fulfillment & Back office Collections Customer Acquisition Customer Care Analytics & Market Research Product Support Billing Inquiries Benefits detailing / Saves Payment Reminders Application Support Payment Processing Premium Refunds Software Support Warranty Management Claims Disputes & Appeal Customer Follow-up Campaign Management Product Information Customer Enrollment Inbound Sales Order Processing Welcome Calling Outbound Sales Claims Processing Coupons Scanning / Data Entry Mass mailing / Print on Demand Custom Letters / Brochures Helpdesk Services Level I,II, and III Technical Support IVR / VRU Up-sell / Cross-sell General Inquiries Competitive Research CSAT Analytics Customer Profiling Analytics and Modeling Loyalty Surveys

16. Case Study: Yellow Pages Industry Client Client Since Program Size Channels Solutions Challenge Program Highlights 2005 45 CSRs Inbound and outbound calls, e-mail, fax General and billing inquiries | business profile updating | customer education | email and fax support In-house operations with low productivity & high cost structure | decentralized and inefficient operations 50% reduction in time to train new agents Reduced average handle time by 35% Enhanced issue resolution Developed 200-page training manual Yellow pages industry experience with proven cost savings and operational efficiencies

18. Case Study: Telecommunications Account Overview Service type Processes Lifeline Qualifications/ Area Code Hotline Lifeline Ohio N&T Orders Servicing Spanish Sales Core (3.2/CRU/DX) Winback and STIM CPE ASON Transfers Southwest Full Service Multi-shore account Management (Peoria and Manila)– Headcount of 500 agents 18 years of partnership National Vendor of the year 2009 IVR / VRU services Up-sell / Cross-sell Inbound Sales and Service White mail / Fax 1992 Troy, MI Lifeline Qualification 1998 Waterloo, IA Lifeline Qualification & Area Code 2005 Servicing (Bronze) 2009 Southwest Full Service 2002 (1Q) El Paso, TX CPE Program 2002 (4Q) Spanish Sales And Winback & STIM 2004 Lifeline N&T 2008 ASON Transfers

20. Touch Point Strategy

21. Care for your customer to grow your business Know your Customer Deliver the experience Reach the Customer Address channel proliferation – Print/Digital/Social Media etc., Create on ongoing two-way dialogue (direct & indirect) Continuously monitor key drivers of Client/ Customer relationship Develop loyalty even before the advertiser becomes your customer Understand changing needs and behaviors (POS to continuous progression) Stay close to valued customers Improvise on ways to measure loyalty Invest in Loyalty Analytics Empower front line to build trust-based relationships Incorporate aspects of Client business (POS to continuous progression), partner business and customer profiles Coach and develop the front line to use benefits and brand reinforcing statements Up-sell and cross-sell through advertiser education to add value Design process flow for seamless communication among all partners impacting service

23. Channels for Touch Point Solutions IB/OB phone Web chat E-mail IVR self service for account balance/status, and payment reminders Live agent for customer care inquiries and sales opportunities Balance of self-service and live agent optimizes operations and cost Interactive way to connect to customers on the web; navigation support Strategic, proactive contact on decision-making web pages Web chat sessions increase team productivity and can increase sales Connect with customers through the web Inbound and outbound email campaigns strengthen relationships Using “Contact Us” forms helps queue and prioritize email response Letter fulfillment Follow-up to business customer interactions Next day letter fulfillment processing provides timely follow-up Confirms customer care/orders processed in writing; reinforces brand Social media Understand business-customer buzz about Client and its services Develop response strategy to solidify customer relationships Connects with customers using alternative channels communicates care

26. Partnership Solution

28. 4 Steps to Building Loyalty & Value for Client Staff with the Best Our team will have a passion for your offerings Consumer Affairs Representatives Train the culture Understanding of your offers & company culture Reinforce quality Customized monitoring to maximize performance Celebrate success Celebrate team success in reinforcing brand Implementation is a critical path to success 1 2 3 4 Solution focused on customized elements designed for Client

32. Change Management Service, Promotion, or System Changes What is the complexity of the change? Low Complexity SAME DAY E-mail notification or one-on-one Medium Complexity 24 HOURS One-on-one or classroom training High Complexity 48 HOURS Classroom training HGS Front-Line Team Training Certification and Documentation HGS Client Services and Operations Teams 1 Managing change and sharing information efficiently 2 3 4

33. Performance Mgmt. CUSTOMER COMPLIMENTS RECOGNIZED ROUND TABLE PARTICIPATION 12 MONTH TRENDED KPI PERFORMANCE CUSTOMER SATISFACTION SCORES CSR OF THE MONTH RECOGNITION SKILL ENHANCEMENT TRAINING TEST SCORES Overall performance directly influences: Quarterly shift bid ranking Annual performance reviews 1       Align personnel rewards with key metrics that drive exceptional performance 2 3 4

34. Reinforce Quality … Client Key Personnel Dedicated Team Leader Operations Director Operations Manager Client Services Team Quality Calibration Team Quality Monitoring Scores Customer Satisfaction Survey Data Calibrated Quality Results High energy interaction Refer each consumer by his/her name Building the Client brand: up-sell and cross - sell offers Coaching and Development Opportunities Identifies topics for CSR roundtable discussions Drives process and performance improvement 1 Calibrating quality monitoring drives collaboration and generates ideas Call Calibration Sessions 2 3 4

35. Process Improvement Front-Line Input and Side-by-Side Audits CSR roundtables and side-by-side audits identify areas for improvement Corporate Culture of Improvement Weekly meetings and peer reviews help identify areas for improvement Global Input through Internal Reviews Global team reviews to brainstorm on process improvement ideas Data Analysis and Reporting Use data to identify drivers of consumer behavior and ID areas for training GOAL: Provide ongoing list of recommendations to reduce cost, improve loyalty, increase customer satisfaction 1 Collaborative process improvement 2 3 4

38. Your Customers. Our Priority. Global Solutions Delivered. Anand Biradar, VP BD I [email_address] I +1 2012867741