Learn more about Golden Gate BPO Solutions and our US operating partner, Cipher Alliance.

1. Prepared for
Golden Gate BPO Solutions
United States – Miami, Florida
Cipher Alliance
Business Overview

2. WHAT WE DO
2Copyright 2017 - Golden Gate BPO Solutions
• Global multichannel outsourced contact
center solutions
• Delivery though our certified operating
partners / consortium
• Client services and operational oversight
Outsourced Contact
Center Provider

3. World Class Outsourced Customer Management
and BPO Solutions
• High level of quality through customization and adaptation of
each client’s culture
• Increased speed to market, implementation and launch
through entrepreneurial culture and management
commitment
• Achievement of operating efficiencies through a balance of
commitment to best practices and customization of these
practices to maximize the results of each program scope
• Competitively priced solutions that yield a lower cost of
outsourcing to our clients
Copyright 2017 - Golden Gate BPO Solutions 3
WHAT WE STRIVE TO ACCOMPLISH FOR OUR CLIENTS

4. A Snapshot of our
U.S. Partner
4Copyright 2017 - Golden Gate BPO Solutions
ABOUT CIPHER ALLIANCE
• Founded in 2007
• Partnered with Golden Gate BPO in
January 2015
• 85 workstations with capacity to scale
• Bilingual
• Multichannel service capabilities
• In-house IT and software development
professionals
• Located in Miami, FL
• Operating 24 / 7

5. Core Capabilities of
our U.S. Partner
5Copyright 2017 - Golden Gate BPO Solutions
ABOUT CIPHER ALLIANCE
• Answering services
• Appointment setting
• CRM
• Customer satisfaction
• Lead generation
• Multichannel support
• Retention specialist
• Overflow / after-hours support
• Sales
• Technical support

6. Copyright 2017 - Golden Gate BPO Solutions 6
ABOUT CIPHER ALLIANCE – BENEFITS AND DIFFERENTIATORS
Market
Leadership
Established in 2007 by
Experienced Contact
Center Management /
Ownership Team
Advanced and Mature
Sales and Service
Contact Center
Organization
Miami, FL
Location
English, Spanish and
Bilingual Agent
Workforce
Large, Well-Educated
Local Applicant Pool
Operational
Excellence
Consistency and
Experience Delivering
to Client Standards /
KPIs
Consistency and
Experience Delivering
High CSAT and QA
Scores
Culture of Continuous
Performance
Improvement
The Human
Factor
Experience and
Tenured Middle
Management -
Phenomenal Agent
Workforce
Highly Competitive,
Rewarding and Positive
Company Culture
Passionate People with
High Regard for
Corporate and Client
Responsibility
Other Significant
Advantages
Boutique Center
Ensures each Client
Receives Full Attention
Ability to Deliver
Services using In-
house At-Home Agents
The Technology “Secret
Sauce” – Internally
Developed Proprietary
Tools and Reporting
Prioritizes and Ensures
a Great Experience for
Employees and Clients

7. Copyright 2017 - Golden Gate BPO Solutions 7
ABOUT MIAMI, FLORIDA
• The only US city to have been planned by a woman
• The city of Miami is a part of the second-most populous metropolis in the
southeastern US
• According to the US Census Bureau, the metro area is the 8th most populous and
the 4th largest urban area in the US with a population of over 5.5M
• Has become one of the leaders in finance, commerce, culture, media,
entertainment, the arts, and international trade; ranks in the top 10 in the US in
terms of finance, commerce, culture, entertainment, fashion, education, and other
sectors
• In 2008, Forbes magazine ranked Miami "America's Cleanest City", for its year-round
good air quality, vast green spaces, clean drinking water, clean streets, and citywide
recycling programs
• Nicknamed the "Capital of Latin America" and is the largest city with a Cuban-
American plurality
• Boasts the third tallest skyline in the US with over 300 high-rises
• The downtown area is home to the largest concentration of international banks in
the US, and many large national and international companies
• For more than two decades, the Port of Miami, known as the "Cruise Capital of the
World", has been the number one cruise passenger port in the world and is the
busiest port in both passenger traffic and cruise lines
• A major tourism hub in the US, 2nd only behind New York City, and ranked 13th in
the world, including the popular destination of Miami Beach

8. Copyright 2017 - Golden Gate BPO Solutions 8
HUMAN RESOURCES BEST PRACTICES
• Targeted Sourcing
• Well defined profiles
• Thorough Client-Centric Process
• Employee and School Referrals / Job Fairs
• Strategic Alliances with Academic Institutions
• Strong Inter-Departmental Involvement Between HR
and OPS
• Psychometric / Abilities Testing
• Criminal Background Checks
Recruitment and Hiring
• Comfortable and Positive Contact Center
Environment
• Competitive Salary and Benefits
• Life and Medical Insurance
• Building and Strengthening Work Relationships
through Team Building Activities
• Performance-Based Incentives / Bonuses
• Personal and Professional Development
• Goal setting / tracking
• Transportation Services
• Employee Recognition Programs
Employee Retention

9. TRAINING BEST PRACTICES
Copyright 2017 - Golden Gate BPO Solutions
9
Training Workshops / Continuing Education
Soft Skills Training Coaching to Quality
Products and Skills
Refresher / Enhancer
Management
Development
Performance and
Project Management
Career Skills
Skills Enhancement
PC Windows Office Other Technologies
Experienced Trainers
Train-The-Trainer Approach
Compliance Training
Client-Specific PCI-DSS TCPA
Customized Client, Program Specific and CSAT Skills Training
First Call Resolution
Comprehensive Orientation and Soft Skills Training

10. QUALITY ASSURANCE BEST PRACTICES
Copyright 2017 - Golden Gate BPO Solutions
10
Tested and Proven Quality Assurance Monitoring Procedures
Random QA Audits Regularly Scheduled QA Audits Immediate Coaching / Feedback
Effective Tracking of Results for
Continued Improvement
Establishing Most Effective Quality Monitoring Solution
Calibration Sessions with Clients
Crucial to Success Not Viewed as a Chore
Appropriate Spans of Control
Operations Management Supervisors QA Auditors Trainers

11. OPERATIONS BEST PRACICES
Copyright 2017 - Golden Gate BPO Solutions
11
• Specific teams and divisions
• Promotes core learning systems
• Cohesive dedicated environments
• Custom client management
• Customized operations manual/process
• Developed for each program / client
• Agent scorecards updated regularly
• Daily / weekly / monthly
• Drives behavior designed to provide top quality
performance
• Immediate feedback and coaching sessions
• 90-day audit cycle for process and documentation
• Certification and process standards
• Planned communication strategy to maintain
alignment
Dedicated Client Strategy:
from the Executive Leadership team
to the Agents’
Dedication to Operational Excellence
and Performance Improvement

12. TECHNOLOGY BEST PRACTICES
Copyright 2017 - Golden Gate BPO Solutions
12
• Top Grade ACD / Switching Systems
• IP Agents
• Soft phones
• Custom Reporting and Data Analytics
• Robust PBX / Dialers
• Best in Class IVR
• Best in Class Call Recording System
• E-Mail / Chat / Social Media Capabilities
• Network Security
• Anti-virus
• Robust firewall
• Prefer PCI-DSS certification
• Defined Disaster Recovery Methodology
• Critical equipment PBS
• Back-up generator
• Telecom redundancies
• Risk mitigation plans defined by client / program

13. (888) 510-8368
www.goldengatebpo.com
Outsourcing Redefined