2. Mission Statement
"60K promises you innovation and service excellence from
a company you can trust.
Our quality policy is to provide only the most reliable,
responsive and cost-effective
products and services that meet or
exceed customer expectations.
We are committed to operational excellence,
reliable service levels and believe
in prompt, courteous and effective
customer representation"

3. We Bring Value for Our Clients
Benefits of partnering with 60K include:
Seamless
Continual Migration Increased Increased
Continual KPI Increased
Customer leading to ratio of staff Customer
Operational Sales
Service Improvements increased to customers Retention
Improvements
market share

4. Recognition
Each year ContactCenterWorld.com organize a Contact Centre Industry Awards program, for the Top
Ranking Performers. These prestigious awards recognize the very best in the contact center industry
from all over the world and are considered to be the “Contact Centre Olympics”.
60K won the gold medal in the Contact Center World Awards!
2009 Awards:
Samuil Filipov and Kaloyan Valev - the chosen finalists from 60K, performed admirably at the
EMEA finals. They were finalists in the 'Best Contact Centre agent' and the 'Best Contact Centre
Supervisor' categories.
After Samuil won the Best Customer Service Agent Award for EMEA region, he proceeded to the
world finals at Las Vegas, where he won the gold medal and became the Best Customer Service
Agent in the world.
2010 Awards:
60K just qualified for the EMEA finals and will now compete in the following categories:
•Best Contact Centre (Medium Size)
•Best Outsourcing Partnership (with the award-winning project for Be Unlimited)
•Best Trainer
•Best Customer Service Agent

5. Recognition
UK internet service providers customer service ratings ’08 by “Which?” magazine
•Our client (60K) - rated 5 stars
•O2 – rated 5 stars
•Our client came on top of Virgin, AOL, BT, BT Yahoo, Demon, Orange, PIPEX, Plusnet, Sky, Talk Talk and
Zen
PC Advisor” ISP Awards 2009 Our Client
• O2 – “Best Buy” Award
• Our client (60K) – “Recommended”
Award

6. Recognition
Broadband Customer Ratings 2009 by “ThinkBroadband.com”
Category „Large Internet Service Providers”:
For second consecutive year our client came on top of competitors such as:
Sky Broadband, Virgin Media, BT Broadband, AOL, Orange & Tiscali
ISP Customer Service Reliability
Gold O2
O2 Broadband (large ISP) 75% (18,182) 68% (19,515)
Broadband
AAISP (niche ISP)
Our
71% (6,651) 69% (7,359)
Client
PlusNet 66% (9,723) 66% (10,682)
Silver Sky
51% (22,772) 59% (24,651)
Our Client (large ISP) Broadband
Zen Internet (niche ISP) Virgin Media 48% (55,664) 57% (59,105)
TalkTalk 45% (19,753) 50% (21,419)
BT Broadband 42% (49,295) 52% (53,231)
Bronze Tiscali 36% (17,011) 48% (18,756)
PlusNet (large ISP) AOL 36% (13,189) 41% (13,978)
IDNet (niche ISP) Orange 34% (16,820) 43% (18,109)

7. Premium Customer Service Delivery
Be
O2 The above graph is a www.ThinkBroadband.com
PlusNet continuous benchmark on the levels of costumer service
Sky Broadband maintained among the highest rated broadband
TalkTalk Broadband providers in the UK.
Virgin Media
For a second consecutive year 60K delivers the best
customer service for our client – Be Broadband.

8. Recognition
Our Client
Average User Rating:
Speed:
Customer Support:
Reliability:
Value for Money:
Overall:

9. We Are ISO Certified
In April 2010, less than 2 years after the
company was established, 60K acquired
ISO 9001:2008 certification.
The Quality Management System integrated as
well as the full process lifecycle: from signing
LoI to service delivery were qualified ISO
compliant by Quality Austria.

10. Priorities
High level of Quality of Service (QoS)
- Based on High level of Agent Education & Training
Competitive Operational Expenses
- Low Labor Costs
Flexibility to adapt to client’s requirements
- High level of IT Infrastructure & Skills to develop Call Centre
Applications and Customer & Telecom Integration
Western Culture and Linguistic Skills
- Near-Shore” as opposed to “Off-Shore”

11. Why Bulgaria?
Part of the European Union
Centre of political and economic stability in South East
Europe
High Level of education – Technical & Business
Strong pro-business economic and fiscal policy
Excellent language capabilities – English and other foreign
languages often at or near native speakers
Cost effective – less call handling & labour costs

12. Services We Provide
60K offers a wide range of contact solutions custom designed to meet
a variety of customer requirements across a wide range of industries.
Customer service and quality management are held as the ultimate
competitive advantage for a successful business and are two of the key
factors we use when working with our Clients to develop the services
that they require to satisfy their business needs.
60K works with their clients building clear specifications, definitions of
service expectations and quality measurements to ensure the
performance of the desired service meets with the Clients
expectations.
These elements are encompassed into a contract that defines agreed
performance with set indicators and service levels that satisfies both
parties, and are regularly measured and discussed with Clients.

13. Services We Provide
• Information Enquiry • Telesales • Remote Help Desk Support
• Lead Qualification • Appointment settings • Help Desk Expert for Customer
• Payment collection • Lead Generation / Qualification Service
• Travel Booking • Phone Sales • Problem Tracking
• Charge back Handling • Seminar Registration • Call/Request Tracking
• Ticketing Sales Subscriptions • Surveys • Support Resource Management
• Fund raising • Direct Mail Follow-up • Data entry
• Insurance Claims Processing • Trade Show Follow-up
• Product Recall Management • Fundraising
• Appointment Setting • Market Research
• Registration of Event and Trade • Recruiting
show participants • Prospecting
and prospects. • Up-Selling / Cross-Selling
• Warranty Registration • B2B or B2C Product/Service
• Job Dispatch Selling

14. Linguistics – a Shrinking World
Linguistic skill is a pre-requisite for staff selection; most agents
are fluent in English. Those working in other languages are
often native or near native in those languages: Spanish,
German, Italian, French, Swedish & Russian to name but a few.
Links with 21 language schools, Sofia University and other
institutions with 10,000 students studying foreign languages.
A majority of 60K staff are college graduates or university
students.

15. Language Support
Database of 700 people and growing with both
technical knowledge and foreign languages .
English
Spanish
Currently Supported Languages
French
German
Italian
Hungarian
Portuguese
Czech
Estonian
Slovak
Arabic
Bulgarian Polish
Russian Finnish
Hindi
Dutch
Greek
Swedish
Turkish
Hebrew
Serbian

16. Recruitment – Our Staff Are Your Staff!
Our employees are recruited through partnership with language schools,
Universities, and our own databases with pre-interviewed applicants.
All prospective employees are vetted to ensure than they have no criminal
records. References are always checked for accuracy.
Candidates are initially tested for communication skills by telephone, with
skilled linguists testing their language capabilities.
Secondly we personally evaluate candidates for customer service attitude and
skills. Our employees must represent our Customers’ business and company
with pride and professionalism.
Next, we test for analytical and problem solving as well as knowledge needed
in the Customer’s requirements.
Finally we look for adaptability and team spirit as maintaining an open culture
is extremely important to 60k Ltd.
We work closely with our clients to ensure that they are satisfied with the staff
allocated to their Service, this often involves with successful candidates being
vetted by client organizations as a further step.

17. Account Management
At 60k Ltd we see ourselves as an extension of our Client’s
business and our staff are trained to represent our clients in a
professional and caring manner.
We allocate an Key Account Manager and Deputy Account
Manager to each of our clients either fully dedicated or restrict
the number of accounts under their control to a maximum of 2
as the client wishes.
Both the KAM & DAM are available 24/7 and will respond to
our clients within 1-3 hours of initial contact depending upon
agreed severity levels.

18. Implementation – Smooth & Seamless
A dedicated project team will be set up to ensure a
problem free transition from your current
operation- either internal or external.
The team will consist of the following:
Call Centre Manager
Facilities Manager IT Manager
Key Account manager
IT/Network support HR Specialist
Supervisors
Training/Q&A Specialist Team Leaders

19. Implementation – Structured & Controlled
The Implementation Plan will consist of the following
with Client sign off at each stage of implementation:
• Recruitment plan • Disaster recovery plan
60K 60K
• Staffing plan – shift patterns etc. • Call routing plans
60K 60K
• Organisational structure • Call modelling
60K 60K
• Training plan – initial & continuous • Call migration plan
60K 60K
• Reporting Plan – type, frequency
• Plan of call centre layout
60K 60K etc.
• IT Systems and network plan • Communication and feedback plan
60K 60K

20. Premises
60k operates from its own fully secure building in Sofia (125 Kliment
Ohridski boulevard) . It has a fully installed capability of 400 + agent seats.
Security in our building is most important and it is assured with electronic
Access Control, internal and external cameras, and around the clock
physical security. 60K is the ONLY occupant of our premises and all
telecoms and redundant systems serve only 60K.
State of the art active equipment connected to agents working stations
with 47 km of fiber and cabling. Three telecom suppliers each with
independent fiber to the building ensure the quality of our services with
very high capacity.
We believe that the better the working environment is, the better the
results of our people will be. That is why we put a lot of effort into creating
a call centre caring spirit and additional conveniences like our beautiful
roof terrace, the free bus & parking, and the on-site subsidized restaurant.

21. Portfolio

22. Case Studies
Table of Contents
Call handling Stats
Typical Projects KPI Performance
60k Initiatives
Financial Client Case Study
Inbound Sales
Outbound Sales
Retention: Results

23. Call Handling Stats
*Exceeding contract requirements with the exception of January start up

24. Typical Key Performance Indicators
Client’s major
releases
* Average Processing Time

25. Initiatives Commenced
• 60k designed and implemented call queuing software which led to 15% overall increase in Customer
satisfaction and removal of peaks in call volumes.
• New effective rewards programs were implemented within all different teams; special motivations for
sales agents
Target
1:1500

26. Financial Client Case Study
Call Center Migration
The Client decided to
transfer their call centre
because of number of
reasons such as low service
levels and high prices. In 1
year we managed to:
1. Increase the numbers
of employees from 35
to 80.
2. Hit and exceeded every
KPI and SLA set by the
Client.
3. Saved the Client $250k
from fraudulent
transactions.
4. Increased the Client’s
business by 23%.

27. Inbound Sales
Sales Success Rate
In August 2009 60k implemented a new bonus scheme together
with new team structure in order to increase the occupancy rate of
staff and the sales results.

28. Outbound Sales
In one year specialists currently working in 60k managed to improve our Client’s performance by
almost 13%.

29. Retention
60k Retention In October 2008 a
Initiatives retention team was
Commenced
established with
experienced agents from
current staff. They were
qualified and especially
trained to retain
customers.
In the next few months
we noticed a significant
increase in customers
that we managed to
retain for our Client.

30. Contact Details
Jonathan Gladwish /CEO/
• E-mail: jon.gladwish@60k.bg
• Phone: +359 2 462 0000
Ivan Ivanov /COO/
• E-mail: ivan.ivanov@60k.bg
• Phone: +359 2 462 0001
Philip Clayton /Director of Business Development/
• E-mail: phil.clayton@60k.bg
• Phone: +359 2 462 0003
Ivan Beshev /Head of National Business Development/
•E-mail: ivan.beshev@60k.bg
• Phone: +359 2 462 0002
Visit us at: www.60k.bg Follow us on: