Pro-Call BPO Solutions company overview and presentation.

1. The case of “Outsourcing” with
Professional Call Services S.A. (Pro-Call)
in Nicaragua.
Company Profile
November 2011.

2. Index:
Vision & Mission of the Company.
Company Goals.
Nicaragua: The Facts!
Services we Provide.
Our Infrastructure.
Our World Class Team.

3. Vision & Mission
Our VISION is to be a global premier provider of high quality
Contact Center Services specialized in BPO and IT Activities for the
world.
Our MISSION is to manage globally cost competitive Contact
Centers that are pro-active and agile towards the global market and
focused on customer cost oriented services for our clients.

4. Our Company Goals:
To be a high value- added profit center to your organization,
helping your customers efficiently and effectively manage their
human interactions with your company.
To provide you with continuous consistency in Communications,
state-of-the-art Technology and reporting to help you reduce hidden
costs in your organization.
To be “The Best” Cost/Benefit organization you may find among
the contact centers in Latin America and specially Nicaragua.
Provide you all the time with “transparency” and “accountability”
at all times in all levels of our organization.
Be highly competitive with Asia and other near shore BPO
locations in Central America.
To establish a globally competitive contact center and thereby
contribute to the economic development and capacity building of the
Nicaraguan population.

5. Nicaragua: The Facts

6. Nicaragua: The Facts
• Direct telecommunications access to the world via 2 Fiber Optics
submarine cables ( ARCOS -1 and Maya -1) with entry points to North
America via Florida.
•Multiple carriers are expanding their international connectivity to North
America via land based fiber Optics cable systems.
•Nicaragua has a large pool of fluent bilingual resources that are
untapped and ready to participate in the global Business Processing
Outsourcing (BPO) market now!
•Nicaragua has more than 47 Universities, with over 115,000 enrolled
students. There are 339 technical apprenticeship institutes and several
bilingual schools, providing a pool of educated candidates for Call Center
employment.
• Nicaragua scored 2nd. Place in regards to the greatest amount of
highly qualified human capital in Central America, according to Direct
Investment Magazine (August 1st. 2006)

7. What we Offer:
• An aggressively and professionally managed Business Process
Outsourcing (BPO) organization in Nicaragua for the world.
• A company that benefits from support form the Nicaraguan.
government (CNZF) as well as from Nicaraguan private investors.
• Pro-Call is Free Zone Status company in Nicaragua since July 2009.
• Strong management team and advisors with more than 100 years of
combined experience in the field of outsourcing.
• The most efficient cost based BPO services in Spanish or English
services in Nicaragua.
• The best operating agents, many with living experience from outside
Nicaragua.

8. What you get from ProCall:
• A near shore location from North America, with only 2 hours from the
US eastern shore, 3 hours from Central US and 4.5 hours from the
US pacific coast in flight time.
• A company working in the same or similar time-zone from North
America, so that you can reach our management team or staff during
your normal working hours.
• A deep pool of highly skilled agents who speaks one of the most
“neutral” accent in both Spanish and English.
• A intimate sense of affinity and cultural compatibility with north
America and the European Union.
• A world class management team that will work closely with you to
deliver the results you are looking for, without lacking quality of
services.
• A “LOW” risk approach to testing new products and services for your
company.
• A very smooth transition or spreading of some of your processes,
whether they are handled internally or externally at present time.
• A fast and meaningful “ROI” for your company at a low risk.

9. We rate highly on the most important issues
for our customers and key metrics:
• Location / Proximity to North America.
• Same or Similar Time Zone as North America and the rest of Latin
America.
• Cultural Affinity and understanding within the American Continent.
• Language / Accent / Access.
• Quality / SLA.
• Supervision / Reporting / Accountability.
• Adaptability / Experience / Scalability.
• Security.
• Training Modules / Self-Service.

10. Our Services in English / Spanish:
We specialize in several service applications and platforms like:
• Customer Care / Customer Service. (Inbound / Outbound)
• Tele-Sales, Tele-Marketing ( Outbound / Inbound)
• Data Processing and BackOffice Operations.
• Debt Collections and Financial Services.
• Tech Support Level #1.
• Appointments Scheduling, Settings for B2B, B2C.
• Surveys and Polls. (B2C)
• HR – Accounts Management.

11. Some of our clients that we service:
Some of our past clients that we have
serviced:

12. Current IT Infrastructure:
For every server and router, Pro-Call has
installed an exact copy or “extra” as a
backup, reassuring the client his
investment and trust with us for a total
redundancy of Tele-Communications,
Data and workstation systems.
Pro-Call also has installed an Emergency
Power Generator in case there is a power
outage in the building, which can sustain
operations for 5 days.
Pro-Call have automatic
redundancy installed in all
the equipments that we
use and internet links.
We are a complete
solution from hardware to
software used in our
premises, which includes
predicting and
progressive dialing
systems.

13. Pro-Call Floor Plan:
The current Floor Plan can hold up to 210 Stations on a
single shift. Currently 90 seats operational. Growth
potential for a max. of 210 seats on the same floor.
Only the North Side of the floor is being used
currently.

14. Current IT Infrastructure:
We only use global brands that our clients and ourselves can benefit from
working with them. Currently we have 85 seats with a room to grow to
140 very easy and in a very short time. Some of the major brands that we
work with, are the following:
Also, our IT and Production staff have been certified in certain fields, in
order to ensure our clients, that they are dealing with professionals in their
own fields, such as:

15. Some Photos of our Call Center:
Switches
Production Floor Side # A
Ready for more growth !!
Production Floor Side # B

16. Key Contacts:
Mr. Rodrigo Navarro A. Managing Partner
Email: r.navarro@pro-call.net Tel. 505.2268.3924 Ext.# 102
Mrs. Lucia Teran Chief Financial Officer
Email: lterans58@gmail.com Tel 505.2268.3924 Ext.# 100
Mr. Bayardo Sanchez IT Manager & Infrastructure
Email: b.sanchez@pro-call.net Tel. 505.2268.3924 Ext# 106
Mrs. Martha Valdez Human Resources Mgr.
Email: m.valdez@pro-call.net Tel. 505.2268.3924 Ext# 103
Mr. Roberto Hidalgo Client Operations Mgr.
Email: rhidalgo@pro-call.net Tel 505.2268.3924 Ext.# 108
Mr. Frank Diaz Q&A Process Manager
Email: f.diaz@pro-call.net Tel 505.2268.3924 Ext.# 108

17. Summary
Reasons to select PRO-CALL BPO Services:
• Service Level guarantees contained on our contracts.
• Proven delivery and performance in the Nicaraguan and Central
American BPO Arena.
•Proven executive and management team responsible for client
delivery and success.
•Established training and employee recognition programs monthly.
•Dedicated process teams to assure no client conflict of interest.
•Commitment to continuous process improvement and efficiency all
the time.
•Corporate culture that focuses on client, employee and fiscal
responsibility.
•Cost minded operations that delivers proven results to our clients.

18. Multi- Discipline
Multi- Country
One Solution.