CallPoint New Europe is a multilingual contact center and business process outsourcing provider with over 7 years of experience. It has 3 locations with over 1,000 seats across Bulgaria and Romania. CallPoint provides call center and back office support services in 20 major languages to 52 clients in various industries. It focuses on quality, multilingual capabilities, and data security across its European delivery centers.

1. CONTACT CENTER & BPO SERVICES
CALL CENTER & BPO SERVICES
CallPoint New Europe
E X T E N D I N G YO U R B U S I N E S S P E R S P E C T I V E S
©2011 CallPoint New Europe

2. CONFIDENTIAL NOTICE
This document is the exclusive property of CallPoint New Europe Group.
The information contained in this document is privileged and confidential and it is solely
intended for the named recipient.
Neither this presentation nor its content may be used for any other purpose without prior
written consent of CallPoint. It should not be copied, referred to or disclosed, in whole or in part,
without our prior written consent.
Thank you for your support and keeping this document confidential.
©2011 CallPoint New Europe

3. ABOUT CALLPOINT NEW EUROPE
Multilingual contact centre and BPO provider
7 years of excellence
Delivery sites in Bulgaria and Romania (member
states of the EU)
3 locations with 1,000 seats
52 clients from the EU and the USA
Cultural proximity to Europe & North America
20 major languages spoken
ISO 9001:2008 and ISO 27001:2005 certifications  Delivery site
 Sales office
PCI DSS Compliant Service Provider, level 2
EBRD (European Bank for Reconstruction and Development) as a shareholder
©2011 CallPoint New Europe

4. SERVICE OFFERING and INDUSTRY EXPERTISE
Multichannel Risk Management Transformation Social
Customer Solutions Financial & Accounting Solutions Media
Solutions
• Multilingual Multichannel • Staff Screening • Know-how to review and • Social media
Customer Support • Transaction Monitoring & reengineer processes in monitoring
(via chat, e-mail, phone, fax) Fraud Detection (e- order to improve efficiency • Social media
• Customer Acquisition & Loyalty commerce) • Implement ground-breaking discussion
Programs • Charge-back and Dispute initiatives leading to engagement
• Technical Support Management resource and cost
• Back-Office Support Activities • Financial & Accounting optimization via business
• Quality Monitoring of Services in Multilingual process management
Multilingual In-house Environment platforms
Operations • Best practices roll-out
• Multilingual Mystery Shopping • Six Sigma expertise
Retail, Mail Order
E-commerce High-Tech
(Software, Telco)
Banking &
Travel & Leisure Financial Services Pharma
©2011 CallPoint New Europe

5. A-CLASS LOCATIONS
SOFIA BUCHAREST PLOVDIV
(BULGARIA) (ROMANIA) (BULGARIA)
• 3,500 m2 offices, 650 seats • 1,700 m2 offices, 250 seats • 500 m2 offices, 100 seats
capacity capacity capacity
• Modern building with easy • Modern building with easy • Modern building located in city
transport for staff transport for staff center
• German and English number • French number 1 language • Multilingual platform for back-
1 languages followed by followed by English, Romanian, office activities in different
Italian, Spanish and French Italian and Spanish verticals
• 24x7x365 operational • 24x7x365 capable • 24x7x365 capable
Constant focus on security: all CallPoint delivery sites are earthquake-safe; have electrical independence
(through power generators and UPS on every PC); office access is made through badges;
24/7 guard surveillance and video cameras
©2011 CallPoint New Europe

6. STRATEGIC POSITIONNING
QUALITY
Best practices and continuous improvement based on ISO 9001:2008 (Quality
Management System) certification and Six Sigma expertise
Quality at every level of our organization: premises, technical infrastructure, staff,
working procedures, quality processes, training
MULTILINGUISM
Serving multinationals in 20 languages: primarily English, French, German, Italian,
Spanish, Portuguese as well as most Central and Eastern European languages
Cultural proximity to Europe and North America
SECURITY & STABILITY
Delivery sites based in EU countries, with stable economical and political
Voyages environment
& Loisirs
Highly secured A-class offices
Fully redundant IT infrastructure
PCI DSS Compliancy, level 2
ISO 27001:2005 certification (Information Security Management System)
©2011 CallPoint New Europe

7. MANAGING HUMAN RESOURCES
MAKE EMPLOYEES CARREER SOCIAL
PART OF OUR DEVELOPMENT BENEFITS TRAINING
BUSINESS
• Buddying • Self-assessment • Performance driven • CallPoint Academy
• Dedicated branded relax performance review bonus schemes • Standard & specific
space every 6 months • Social benefits like trainings
• Monthly team buildings • External trainings medical insurance, • Soft skills trainings
and parties • Fast track career meal vouchers • Language & cultural
• Identify leaders and • Sponsoring studies trainings
help them realize • Management skills
their plans
Employee Satisfaction 86% internal 22% 100 hours training /
Index: 78% promotion variable pay year / employee
©2011 CallPoint New Europe

8. TRAINING
INDUCTION TRAINING TESTS
- Presentation of the company values Theoretical and practical tests, during (and
- Rules, company and project targets after) the initial training
TRAINING SERVICE VALIDATION
- Golden rules of Customer Service Internal and external validation of the
- Telesales candidates, after the initial training
- Debt Collection
CULTURAL TRAINING ON-SITE SUPPORT
Cultural immersion with native teachers New agents customer interactions are
beforehand checked and validated
TRAINING ON PROCESSES
Training on project processes A FULL RANGE OF TRAINING MODULES,
TO ENSURE THE BEST POSSIBLE START
©2011 CallPoint New Europe

9. QUALITY CONTROL
Control
Analyzing the interaction with clients,
through representative samples
Evaluation grids Calibration
• Measuring customer service
skills Calibration sessions, both internal
• Measuring knowledge and and external
understanding of working
procedures
QUALITY
Quality Tools Action plans
• Tests: QCM, e-learning
• Live listening Monthly action plans (coaching, feed-
• Screen capturing backs, follow-up, quality analyses,
• Evaluation of recorded calls timekeeping sessions)
©2011 CallPoint New Europe

10. TECHNOLOGY
Telephony Applications Network
• Avaya IP platform with high • Workforce management system • Call routing
availability & fully redundant Teleopti inbound/outbound with Tier1
telecom operators, allowing
• Fully integrated with IVR, • Avaya CMS for reporting & significant savings
ACD, CTI, Predictive dialing. analysis
Vocalcom Hermes.NET for • High availability with
ASAI solution • Multichannel communication: redundant links and
chat (LivePerson), email equipment
• Call & Screen recording management (Eptica, other tools
integrated with Avaya CTI supported)
• Document management
platform Hyparchiv
• Ad-hoc support of client
applications
©2011 CallPoint New Europe

11. BUSINESS CONTINUITY
Equipment with high
availability, secured
through preventive
actions, maintenance
Multiple points of entry
contract & hot spares
for power,
telecommunications and
Equipment hosted in 2
Internet, UPS installed at
redundant data centers
the building level, as
well as at the desktop
level
CallPoint’s IT infrastructure
has been designed in order CallPoint develops with
to ensure full redundancy
of all key elements of the
Business its clients a specific
disaster recovery plan
call center operations and Continuity according to times and
to avoid any single point of escalation procedures
failure
©2011 CallPoint New Europe

12. DATA PROTECTION & SECURITY
All our centers are in the European Union and
Compliancy
with • All our centers are within the Europeanon data are
are compliant with directive 95/46 Union and
protection
compliant with directive 95/46 on data protection
European
• Compliance with national data protection regulations
Compliance with national data protection
Regulations
regulation
High level • PCI Compliant Service Provider, Level 2
• ISO 27001:2005 certification
of
• Control of non-authorized data diffusion
Data • Separate VPN and VLAN set-up to access customers
Security applications remotely
• Confidentiality agreement signed by all employees
Confidentiality • Criminal records and reference checks for all new recruits
Guaranteed
©2011 CallPoint New Europe

13. CSR (CORPORATE SOCIAL RESPONSABILITY)
SOCIAL
- Keep a fair remuneration evolution
- Undetermined term contracts ADVOCATE TO
- Social benefits
- Exceptional working environment EXTERNAL AUDIENCES
- Continuous training
VALUE & DEVELOP - Performance-based career opportunities
- Consideration of employees' opinion CREATE OPPORTUNITIES
OUR EMPLOYEES
FIGHT AGAINST
DISCRIMINATION
AND INEQUALITIES
ENVIRONMENTAL SOCIETAL
- Controlling our energy consumption
- Fight against sexual discriminations
- Reducing water consumption
- Fight against racial discrimination
- Reducing the use of paper
- Fight against corruption
- Recycling paper
- Actions in favour of the less privileged
- Recycling of used ink cartridges
BUILDING A SUSTAINABLE FUTURE
©2011 CallPoint New Europe

14. TESTIMONIALS
“CallPoint delivers an “We found at CallPoint an “We are using several
unmatched quality/cost ratio, extremely knowledgeable and providers for support services
and they have a deep cultural dedicated team – they know across the world, but only at
understanding of our the processes of our industry CallPoint we have found the
customers. We understand upside down and were able to breadth of experience and
the advantages of help us reduce our support the languages capabilities we
nearshoring our multilingual costs while improving were looking at. Management
BPO services, and we consider drastically customer is very professional, always
CallPoint as Europe’s leader in satisfaction. anticipating your expectations
this space” and providing you solutions
Bookings Director Account Manager before problems occurs.“
Leading European Car Rental Leading French e-commerce Technical support director
Company company Leading anti-virus software
company
©2011 CallPoint New Europe

15. WHY CHOOSE CALLPOINT?
QUALITY
· Quality at every level of our organisation
· ISO 9001:2008 certification
SECURITY
· Location in stable countries, in highly secured business parks,
strong IT infrastructure, constant focus on data protection
MULTILINGUISM
· 20 languages spoken at CallPoint
· Cultural proximity of Bulgarians and Romanians to Europeans
©2011 CallPoint New Europe

16. CONTACTS
Xavier MARCENAC Philippe OUGRINOV
Executive Director Executive Director
In charge of the financial services, In charge of the tourism,
telecoms & technology verticals travel and leisure verticals
Mob : + 359 898 952 800 Mob : + 359 886 008 8 64
Email: xavier.marcenac@callpoint-group.com Email: philippe.ougrinov@callpoint-group.com
Grégoire VIGROUX
Director, Romania Antonio COLI
In charge of the retail & Vice President Sales Europe
e-commerce verticals & SMM services
Mob: +39 345 854 04 68
Mob: + 4074 302 70 06 Email: antonio.coli@callpoint-group.com
Email: gregoire.vigroux@callpoint-group.com
WEBSITE: www.callpoint-group.com
BLOG: www.multilingual-bpo.com
©2011 CallPoint New Europe