Learn more about Golden Gate BPO Solutions and our Philippines operating partner, Netcast BPO.

1. Prepared for
Golden Gate BPO Solutions
The Philippines / Netcast BPO
Business Overview

2. WHAT WE DO
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• Global multichannel outsourced contact
center solutions
• Delivery though our certified operating
partners / consortium
• Client services and operational oversight
Outsourced Contact
Center Provider

3. World Class Outsourced Customer Management
and BPO Solutions
• High level of quality through customization and adaptation of
each client’s culture
• Increased speed to market, implementation and launch
through entrepreneurial culture and management
commitment
• Achievement of operating efficiencies through a balance of
commitment to best practices and customization of these
practices to maximize the results of each program scope
• Competitively priced solutions that yield a lower cost of
outsourcing to our clients
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WHAT WE STRIVE TO ACCOMPLISH FOR OUR CLIENTS

4. A Snapshot of our
Philippines Partner
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ABOUT NETCAST BPO
• Founded in 2011
• Partnered with Golden Gate BPO in May
2015
• 1,400 workstations with capacity to scale
• Native English language and bilingual
• Multichannel service capabilities
• Industry-leading scalability and expertise
• Located in Clark Freeport Zone
• Operating 24 / 7

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ABOUT NETCAST BPO – CORE CAPABILITIES
Contact Center
• Inbound and Outbound
• Customer Care – Service /
Billing / Escalation
• Sales – Cross-Sell, Upsell
• Customer Retention
• QA and TPV Services
• Technical Support
• Lead Generation
• Email and Chat
• Collections
• Surveys
Value Added
• IVR Services
• Call Prompting
• Scripting Services
• Development Services
• 800 Phone Bank
• Telephony
• Social Media
Beyond The Phones
• Document / Info Data Entry
• Mail Order Processing
• Warranty / Product
Registration Processing
• Medical and Legal
Transcription
• Special Campaign Support
• Document Scanning
• Voice Transcription
• Accounting and Finance

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ABOUT NETCAST BPO – BENEFITS AND DIFFERENTIATORS
Market / Country
Leadership
Established by
Experienced
Contact Center
Management /
Ownership Team
Advanced and
Mature Outsourced
Contact Center
Organization
Redefining the
Contact Center Job
as a Great Career
Choice
Unique Offshore
Location
English is Primary
Language
Offshore Economics
/ Low Cost Labor
Market
Operational
Excellence
Consistency and
Experience
Delivering to US
Standards / KPIs
Consistency and
Experience
Delivering High
CSAT and QA
Scores
Culture of
Continuous
Performance
Improvement
Facility is State-of-
the-Art, Scalable
and Sets Standard
in Country
The Human
Factor
Phenomenal Middle
Management and
Agents
Highly Competitive,
Rewarding and
Positive Company
Culture
Passionate People
with High Regard
for Corporate and
Client Responsibility
Other Significant
Advantages
Technology “Secret
Sauce” – Internally
Developed
Proprietary Tools
and Reporting
Prioritizes and
Ensures a Great
Experience for
Employees and
Clients

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ABOUT THE PHILIPPINES
• Officially the Republic of the Philippines, it is a sovereign island country in
Southeast Asia situated in the western Pacific Ocean consisting of
approximately 7,641 islands that are categorized broadly under three main
geographical divisions from north to south: Luzon, Visayas, and Mindanao
• A founding member of the United Nations, World Trade Organization,
Association of Southeast Asian Nations, the Asia-Pacific Economic
Cooperation forum, and the East Asia Summit and also hosts the
headquarters of the Asian Development Bank
• Considered to be an emerging market and a newly industrialized country,
which has an economy transitioning from being one based on agriculture
to one based more on services and manufacturing
• Boasts the 36th largest in the world, with an estimated 2016 gross
domestic product of $311.687 billion
• Service industries such as tourism and business process outsourcing have
been identified as areas with some of the best opportunities for growth for
the country
• Filipino and English are the official languages

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HUMAN RESOURCES BEST PRACTICES
• Targeted Sourcing
• Well defined profiles
• Thorough Client-Centric Process
• Employee and School Referrals / Job Fairs
• Strategic Alliances with Academic Institutions
• Strong Inter-Departmental Involvement Between HR
and OPS
• Psychometric / Abilities Testing
• Criminal Background Checks
Recruitment and Hiring
• Comfortable and Positive Contact Center
Environment
• Competitive Salary and Benefits
• Life and Medical Insurance
• Building and Strengthening Work Relationships
through Team Building Activities
• Performance-Based Incentives / Bonuses
• Personal and Professional Development
• Goal setting / tracking
• Transportation Services
• Employee Recognition Programs
Employee Retention

9. TRAINING BEST PRACTICES
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Training Workshops / Continuing Education
Soft Skills Training Coaching to Quality
Products and Skills
Refresher / Enhancer
Management
Development
Performance and
Project Management
Career Skills
Skills Enhancement
PC Windows Office Other Technologies
Experienced Trainers
Train-The-Trainer Approach
Compliance Training
Client-Specific PCI-DSS TCPA
Customized Client, Program Specific and CSAT Skills Training
First Call Resolution
Comprehensive Orientation and Soft Skills Training

10. QUALITY ASSURANCE BEST PRACTICES
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Tested and Proven Quality Assurance Monitoring Procedures
Random QA Audits Regularly Scheduled QA Audits Immediate Coaching / Feedback
Effective Tracking of Results for
Continued Improvement
Establishing Most Effective Quality Monitoring Solution
Calibration Sessions with Clients
Crucial to Success Not Viewed as a Chore
Appropriate Spans of Control
Operations Management Supervisors QA Auditors Trainers

11. OPERATIONS BEST PRACICES
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• Specific teams and divisions
• Promotes core learning systems
• Cohesive dedicated environments
• Custom client management
• Customized operations manual/process
• Developed for each program / client
• Agent scorecards updated regularly
• Daily / weekly / monthly
• Drives behavior designed to provide top quality
performance
• Immediate feedback and coaching sessions
• 90-day audit cycle for process and documentation
• Certification and process standards
• Planned communication strategy to maintain
alignment
Dedicated Client Strategy:
from the Executive Leadership team
to the Agents’
Dedication to Operational Excellence
and Performance Improvement

12. TECHNOLOGY BEST PRACTICES
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• Top Grade ACD / Switching Systems
• IP Agents
• Soft phones
• Custom Reporting and Data Analytics
• Robust PBX / Dialers
• Best in Class IVR
• Best in Class Call Recording System
• E-Mail / Chat / Social Media Capabilities
• Network Security
• Anti-virus
• Robust firewall
• Prefer PCI-DSS certification
• Defined Disaster Recovery Methodology
• Critical equipment PBS
• Back-up generator
• Telecom redundancies
• Risk mitigation plans defined by client / program

13. (888) 510-8368
www.goldengatebpo.com
Outsourcing Redefined