CyberOne provides outsourced call center services and solutions. They have over 20 years of experience in telecommunications and call centers. Outsourcing with CyberOne allows clients to reduce costs while gaining access to CyberOne's expertise, resources, and support available 24/7. CyberOne has facilities in the Philippines and experience managing accounts for clients in the US and Australia.

1. Specialists in
outsourced solutions
Outsourcing services doesn’t
need to be costly or complicated

2. The CyberOne Advantage
Outsourcing is the right decision.
At CyberOne, we inderstand that outsourcing your services is a big
decision. When you choose to outsource with CyberOne you can be
confident you have made the right decision. We have the resources,
the expertise and the experience, and we’ll work as closely with you
as if we were in the same room. Because your business is our business.

3. The CyberOne Advantage
Quality, western
managed call centre
Secure, PCT
compliant facility
Follow the
sun capabilities
(24x7 operations)
Over 20 years’
experience in
telecommunications
and networks
Competitive pricing
for both office and
home based agents
300-seat capacity
with continuing
rolling expansion
Reliable and
scalable network
and Call Centre
architecture
Outsourcing is the right decision.

4. The CyberOne Advantage
Outsourcing is the right decision.
Our past and current experience includes managing customer
accounts such as:
®
Recreated PMS

5. Services
Outsourcing is the right decision.
At Cyber One, we have the talent and technology to grow your
business while reducing your costs, Our expertise and resources
are available to you 24/7, to ensure seamless communication,
professional management, total access and ongoing support.
Outbound
Call Centre
Back-Office
/BPO
Inbound
Call Centre

6. Services
Inbound Call Centre
Outsourcing is the right decision.
Billing & Account inquiries
Level 1 & 2 Technical Support
Help Desk services
Sales Inquires
Order-taking & Telesales
Travel Booking and Reservations
Event and Conference Registrations
Product Registrations
After-sale Product Support
Click to Call agents for your website

7. Services
Outbound Call Centre
Outsourcing is the right decision.
Debt Collection
Customer Callbacks
Market Surveys
Customer Satisfaction Survey
After-sale follow-up/Welcome calls
Sale and Payment vertifications
Customer Loyalty and Win Back Calls
Up/Cross Selling

8. Services
Back Office/BPO
Outsourcing is the right decision.
Email Processing
Click-to-Chat agents for your website
Data Entry and Verification
Database Updates
Service Provisioning

9. Call centre experience
Outsourcing is the right decision.
Cyber One provides support and operations for clients in the US and
Australia, including the installation of USA-based Cisco gateways for
inbound customer service and outbound; collections for SPRINT and
support for their Manila-based operations, and the design and build
of USA POP’s in El Segundo, and Excel and CRG West in Los Angeles.

10. Call centre experience
Outsourcing is the right decision.
Cisco networks for Jollibee and KFC food delivery in metro Manila
CRM Development for Food Ordering with Digital Map for RTA delivery
Setup of New VoIP Call Centres
UPS Power for three floors
Two Floors of 300-seat VOIP workstations utilising Thin Clients
One floor of 300 seats utilising Legacy Nortel 81C ACD
Symposium ACD Management
Integrated Intelligence (I3) VOIP ACD< Cisco 535 Firewalls,
Cisco 4500 Dual Core Switches, Cisco 2900, 3600 Switches,
Nortel 81c ACD, Cisco 5400 Voice Gateways
Redundant DS3 Backbone Architecture Manila – UWA
Voice Hubs in Los Angeles for Sprint
HP NAS Dual Storage System

11. Facilities
Outsourcing is the right decision.
PBX Facilities
Call Statistics and Report
Visual Live PBX Panel
Access to Past Call Recordings
Quality Voice Calls
Stable Connectivity to Australia
Metrics
KPI – Key Performance Indicators
CSAT – Customer Satisfaction Survey
Streamlined QA Process
Staff Development Procedures & Policies
Tools
Launchpad – simplified one-stop page for all tools of staff
TimeSheet – a stable staff time management system
Knowledge Base
Wiki

12. Outsourcing is the right decision.
Facilities
PBX Facilities

13. Outsourcing is the right decision.
Facilities
Metrics
Whatever the nature of your business, Cyber One can tailor a series
of metrics (Key Performance Indicators) to suit you. Metrics will assure
the operations team has the appropriate targets to meet, in order to
guarantee the high level of service you expect.
For example, we have initiated the following metrics system with
one of our clients – an Australian ISP provider.
Average Handling Time
Ensures the Call Centre resolves issues in the expected timeframe
Call Wait Time
Ensures customer satisfaction
Quality Assurance
Ensures the quality of each call, as well as staff knowledge
First Call Resolution
Ensures our capability to resolve issues within the customer’s first calls
Sales Conversion
Maintains the number of sale conversions versus the number of enquiries

14. Outsourcing is the right decision.
Facilities
Snapshot
Call Centre Site Agent Workstations & BPO Cubicles
General Office Current Expansion

15. Outsourcing is the right decision.
Facilities
Previous Facility Experience
Data Centre – Manila Call Centre
Workstation Floor – Manila Call Centre Los Angeles POP

16. Outsourcing is the right decision.
Connectivity
Call Centre Site 01 Call Centre Site 02
International
Connectivity
Data Centre
International
Private Links
Redundant
Internet Links

17. Outsourcing is the right decision.
“... you seem to embrace a proactive
approach to your network ...”
“... your site was one of the best
world class sites I have seen ...”
Customer Feedback
Good afternoon Dennis:
Being that your site was one of the best world class sites I have seen in a long
time and that you seem to embrace a proactive approach to your network, I
wanted to drop you a quick note to see if you had been able to hook-up with
Tonesoft regarding their monitoring solution.
No sales pitch here I promise; we have just had great success with their product
:) if you would like to set up a web conference with some of my team to see
how we use it today in our environment I would be glad to do so.
Hope all is well on your side!
Thanks,
Chris E. Thomas
Sr. Manager, CSS Voice Operations and Engineering

18. Outsourcing is the right decision.
15 years’ Senior Management experience in Telco
and Call Centre industry
Over 20 years experience in IP Networks and Systems
ISP Software Platforms Development, Planning and Operations
Call Centre Setup and Management
Software Development
VoIP and Legacy PABXs
Cisco Systems
Linux Specialist including Mission Critical Deployments
VoIP PABX / ACDs
Masters Diploma in IT and Software Engineering
Management Team
Maciek Mikrut
Chief Executive Officer

19. Outsourcing is the right decision.
Over 35 years’ experience in the Telecommunications Industry
Six years’ in Manila Call Centre as Vice President of Engineering
State Operations Manager for Australian Major Telco
Telecommunications Consultant / Network Specialist
Interactive Intelligence VoIP Call Centre ACD Certified Engineer
Nortel Legacy Switches
Cisco Systems / Voice Gateways / Large Scale Switches / Routers
Broadband and Small Capacity Microwave System Installations
Specialized NASA Mission Critical Projects
Television and Radio Transmission
Management Team
Dennis Riding
Chief Technical Officer

20. Outsourcing is the right decision.
Over nine year’s experience in the Call Centre Industry,
both in Australia and the Philippines
Management of Telco Customer & Technical Support, Online Retailer
and Financial Call Centre Accounts
Operations Manager for 300+ staff, Telstra Call Centre account
Operations Manager for 150+ staff across multiple accounts
and clients
Managing specialist teams liaising on behalf of client with
Australian Government Compliance Authorities (TIO)
Project and Change Management
Diploma in IT Network Engineering
Certified Cisco CCNA
Management Team
Steve Modrin
Chief Operations Manager

21. Outsourcing is the right decision.
Registered Office:
Level 40, PBCom Tower,
6795 Ayala Avenue,
Makati City 1226 Philippines
Call Centre - Site 1:
14th Floor, The World Centre,
330 Sen Gil Puyat Avenue,
Makati City 1200 Philippines
Call Centre - Site 2:
3rd Floor, Salamin Building
197 Salcedo Street, Legaspi Village
Makati City 1229 Philippines
Contact Details:
Email: sales@cyberone.ph
Web: www.cyberone.ph
Contact Numbers:
+63 2310 5787 (Philippines)
+852 58081346 (Hong Kong)
+1 3479234278 (USA)
+61 261712010 (Australia)
+44 2030516636 (UK)
Parent Hong Kong Company:
Cyberone Limited
Suite 901 Level 9,
The Hong Kong Club Building
3A Chater Road, Central
Hong Kong China
Contact

22. Cyber One.
The Call Centre of choice.
Outsourcing is the right decision.
If you are looking to outsource your Call Centre, talk to us today.
We look forward to working with you to create easy, cost- effective
procedures, tools and facilities tailored to suit your business