Overview of NETCAST BPO Services

1. A New Kind of Partnership
Delivering World-Class Outsourced Contact
Center Services
Inbound  Outbound  Email
Chat  Data Processing

2. Who is NETCAST BPO?
► Founded in 2011, Privately owned.
► Global cutting-edge provider of BPO Services. Delivering call center
solutions for inbound, outbound, email, chat and back office services.
► Domestically, we utilize successful, driven bilingual professionals for
customer interface.
► Offshore we utilize articulate English & Spanish speaking college
graduates for customer interface.
► We combine top talent with state of the art technology and telecom
platforms.
► NETCAST management has over 100 years combined call center
operations experience held by company leadership
► Proactive Engagement Business Model
► Robust Call Center Technology Infrastructure
► Proven Track Record Of Delivering Best In Class Results Against
Competitors
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3. Most providers want you to fit
into their shape or accept the
way they do things.
NETCAST will fit the way
YOU want business
done!
Because we fit what YOU need!
Proven experience delivering
exactly what you and
your customers want!
Why Netcast?
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4. Our Industry Expertise
• A team of experts in the fields of technology, client management
and operational delivery.
• A wealth of talent representing over 100+ years experience
creating customized software solutions, cost effective contact
management, customer service and sales delivery solutions.
• A solution for your current challenges. Leveraging the team’s
talents we are able to create a unique solution, tailor made for
your service initiatives. Such as:
 Driving operational efficiencies through technology, staffing and
cost effective call center and data entry offshore services
 Seasonal support for campaigns, peak periods and special projects
 Automated solutions to address customer wait times and client
performance management oversight
 Web support services via email and chat to address peak
season demands with web traffic inquiries
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5. Our Services
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6. Inbound and Outbound Capacity
Inbound Outbound
 Dual 100mb fiber IPLs from multiple
carriers using different routes from LA
to Philippines.
 Dual 50mb point to point lines from LA
to San Marcos, CA
 Call prompting available
 Call recording via Five9 to record,
retain, and retrieve calls
 Integrated CTI allows desktops to pop
screens, know when calls begin/end
and supplement client systems
 Web based Click to Call to instantly
create a call to customer while still on
website
 Configured to dial in preview or
predictive mode
 Used for B2C and B2B campaigns
 Compliant with ALL FTC requirements:
• TSR and compliance options: FTC
safe harbor call logging, caller ID,
state and national Do Not Call lists
and others
 Patented predictive algorithm…
drive stage based predicting for
better granularity and agent
utilization
 Flexible call back scheduling
customizable to specific time zones
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7. Online Support
Email Support Chat Support
Mailflow Email Support:
Integrated with phone switch, browser
based Email response system
Allows us to answer customer inquiries
quickly and efficiently
Promotes accurate responses, Every email
is spell checked before it’s sent out
Contains routing and workflow processing
Utilizes a library of standard responses
Able to create blended jobs containing
Inbound/Outbound calls with Email response
when agents are available
Comprehensive reporting and analysis
Access to customer contact history
Robust security
Integrated logging and alerting
 Web-based chat: Real-time
communications between a customer and
agent.
 Intelligent chat: Customer key word
matches automated response.
 Share web pages (co-browsing)
 Push a predefined or unique URL.
 Ability to select predefined response
templates
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8. NETCAST Industry Affiliations
The ERA (Electronic Retailing Association) is the recognized
industry association for the direct response television and
direct-to-consumer marketplace.
NETCAST’s leadership hold active roles within PACE
(Professional Association for Customer Engagement) for over
a decade. PACE is an industry leading association focused on
the needs of the contact center and the enhancement of
customer engagement globally.
The Outsourcing Institute is the leading benchmarking and
best practice sharing organization related to the outsourcing
community. NETCAST’s leadership has partnered, contributed
and benchmarked with OI for over 10 years.
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9. Talent Acquisition and Retention
Recruiting
 Key recruiting relationships
 Management talent
 Licensed staff
 Local advertising and
community referrals
 Multiple Colleges in close
proximity to to center
 Focus on experienced talent,
but have ability to train and
develop those without
experience
Retention
 Promote from within
 Training opportunities
 On the job training
 Certified advanced training
 Development opportunities
 Leadership seminars
 OIC
 VOC Committee
 Family Support
 Full and Part time options
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10. Perform
Train/Certify
Evaluate/Feedback
Recruit
Performance
Feedback
to Recruiting &
Training
Active
Performance
Management
Implement & Share
Methodologies
Utilize & Create
Best of Breed
Methods
of Improvement
• Work/with
(side by side)
• Tape Evaluation
• QA Score
• One on One
• Calibration
• Boot Camp
• Mentor and Roleplay
• Re-Certify
• Document
Continuous Improvement Process
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11. Our Core Services & Selected Clients
► Customer Service
► Sales
► Email/Chat
► Social Media Support
► Cross Sell / Up Sell
► Lead Generation
► Retention
► Warm Welcome
► Technical Support
► Help Desk
► Catalog
► Direct Response TV
► Logistics
► BPO
► Data Entry
► Fulfillment
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Here’s What Our Clients Think…
“ We’ve worked with the great management team of
NETCAST for close to a decade now and continuing
our partnership for the long-term is low-risk
and high value sales and customer care
solution for our company “

12. Process Overview

13. Experts in Data Entry/Capture
• Over 14 years experience performing data entry services
from the Philippines
(12 years through prior firm Cyber City Teleservices [aquired in 2012] and
continuing since 2012 through NETCAST’s operations)
–Industries served include: Retail/Catalog, Automotive, Consumer
Electronics, Financial Services, Legal and more…
• Operationally, we are structured for accuracy, precision
and data security
• Leveraging the latest state-of-the-art technologies for
data capture, processing and archiving
• ISMS – ISO 27001:2005 compliant infrastructure and
processes

14. NETCAST’s 9-Step Data Capture/Entry Process
Receive
Client workload is sent via
a secured FTP (file transfer
protocol) which complies
with ISMS-ISO 27001:2005
data security protocol.
Download
Leveraging the latest
technology, NETCAST
receives files in only
seconds for processing
(Network speed is
1,000Mbps)
Extract
Compliant with ISO
27001:2005, all files
received by NETCAST are
encrypted to prevent data
loss, theft or corruption
Dispatch
Dispatching of files is also
known as scheduling of
work internally. A system
was developed to monitor
the movement of files to
our data capture encoders,
verifiers, correctors,
editors, transcriptionists,
etc. All projects handled
by NETCAST go through
this system for proper
scheduling and monitoring
Data Capture
Data capture processes vary from
client to client. Some require us
to access their website and
others require access to their
servers via VPN. Accordingly, we
use 3 Internet providers for
redundancy. OCR software is
used also for faster turnarounds
and, all credit card data is
encrpyted for data security.
Data Process
Data processing involves
several steps and editing
procedures for data
perfection. This
incorporates the validation
of addresses using the
latest US address
database, proofreading,
QA, etc.
Quality Assurance
Passed?
To ensure the accuracy of
the output being released,
all data/documents are
certified by NETCAST’s QA
team. Our QA team
represents a staff of highly
trained and experienced
professionals.
Release
The release of data or
output requires precision.
We handle your data with
utmost security and
confidentiality. All output
is transmitted in zipped
and encrpyted formats.
Archiving
Data is stored in a secured server
internally for an agreed up period by
our client. Common retention
periods include the following:
3 mths: images & recordings (jpeg,
tiff, pdf, wav, mp3/4, etc)
12-24 mths: for text (txt, doc, rtf, etc)
RECEIVE DOWNLOAD EXTRACT DISPATCH
DATA
CAPTURE
DATA
PROCESS
QA
Passed?
RELEASE ARCHIVING
Process 1
Process 2
Process 3
Process 4
Process 5
Process 6
Process 7
Process 8
Process 9

16. Technology as a Competitive Edge
• 24/7/365 US-based nerve center.
• 100% IP based.
• Compression & SIP switching
• Server & Network farm.
• Trouble shooting & SOP solutions.
• Disaster Recovery Plans in place.
• Flexibility and out of the box solutions
• Speed of development and deployment
• Robust systems and reporting; providing critical
information and the “results that matter” to your business
• Unique Software Technology:
 User friendly for Filipino and US CSR’s.
 Includes CTI, voice recording, extensive
reporting capability etc.
Netcast Network Operations Center
San Marcos, CA
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17. Technology-Telephone Platform
• Telecom node in 1 Wilshire Blvd, Los Angeles
• Inbound capacity with all major carriers including AT&T, Verizon, Level3 and
Qwest
• CRM platform leverages the Five9 unified solution providing:
• Highly scalable, multichannel contact center solution
• Incorporates all hardware and software to provide full phone switch as
well as CRM software across all channels
• Queuing and routing of traditional inbound and outbound phone calls as
well as email, chat, fax and web callback requests
• Enables organizations to communicate more effectively with their
customers
• Provides blended predictive and preview dialing, IVR and call recording
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18. • Call sourcing – extensive, highly accurate algorithm
• Automatic Fulfillment file generation and transfer to
most US based fulfillment houses
• Media reporting-supports formats used by most
large US based media companies
• Real time credit card authorization with Authorize.net
- others can be added
• Extensive exception reporting
• Agent productivity analysis:
• Number of calls, orders, saves, save rates, save reason codes,
attrition rates and attrition reason codes, and non-sales dispositions
Scripting & Performance Mgmt Systems
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19. • Records 100% of calls and retains for 25 months (can
extend if required)
• Service performance monitoring – Calibration sessions
• Ability to monitor live calls
Recording & Monitoring
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20. Redundancy and Contingency Plans
• Full disaster recovery plan in place
• Fully redundant telecom, data network, power
infrastructure
• All servers backed up daily
• Desktops are imaged and can be rebuilt in
minutes
• Centers have full UPS power backup plus
commercial generators
• Generator has sufficient fuel reserves to self-
manufacture electricity for 30 days.
• Responsive Technical staff in place and trained
for any issues 7x24x365
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21. Data & Physical Security
PCI DSS Level 1 Certified
Data Security
•Confidential data handled by employees designated with approved access having undergone background
checks and signed non-disclosure agreements
•Servers segregated based on roles, unnecessary services disabled, AV Definitions pushed automatically
each day.
•PC workstations updated with latest OS patches, unnecessary services disabled, locked down by
policy at the domain level. AV Definitions pushed automatically daily.
•Comprehensive password content/change procedures in place and enforced.
•PCI Level 1 Certification – Crimson Assoc.
•File Transfer – SFTP (secure FTP)
•NETCAST maintains a Clean Desk
and Clear Screen Policy
Site Security
• Guards posted at critical access areas
• Centralized access control – using biometrics and/or
keycard
• CCTV in place and monitored
• Visitors are checked, verified, justified and escorted
• Company issued picture ID badges must be worn at all
times
• Extensive employee background checks performed
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22. • A team of experts in the fields of call center management,
technology, client management and operational delivery.
• A wealth of talent representing over 100+ years of call
center, customer service and sales delivery solutions.
• Leveraging our team’s talents, we are able to create a
unique solution, tailor made for your dynamic business
needs.
• If you…
• Require more capacity for contact handling
• Seek to reduce operating costs
• Look to enhance CSAT/NPS scores
• Desire increased revenue and service performance
• Want a partner that listens and works with you to develop
the best solution for your business
We have a solution for you!
The Netcast Value Proposition
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23. Thank You for Considering NETCAST
Fred Shadding
SVP, Business Development
301-537-1528
fshadding@netcastbpo.com