Learn more about Golden Gate BPO Solutions.

1. Golden Gate BPO Solutions
Outsourcing Redefined
Business Overview

2. What We Do
• Global multichannel outsourced contact
center solutions
• Delivery though our certified operating
partners / consortium
• Client services and operational oversight
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Outsourced
Contact Center
Provider

3. What We Strive To Accomplish For Our Clients
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
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4. Our Key Differentiators
Experience
Team of high-growth global contact center executives that evolved from value provider to commodity
delivery and lower margins
Niche Focus
Recognized that smaller niche outsourcers were capable of delivering high value customized
solutions with higher and sustainable margins
Opportunity
Identified deficiency in opportunities for smaller niche outsourcers due to lack of brand awareness in
marketplace and limited vertical and/or service capabilities experience
Necessity
Lack of consultative business development professionals who are effective and business-oriented in
our industry
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5. Our Core Beliefs – Engagement With Our Clients
Resource
Our advice, assistance and guidance must be grounded in placing our clients’ needs first
Understanding
We must understand our clients’ business and needs so we can engage as a value added
partner and true extension of their team and company
Perspectives
We must share our perspective and ideas with our clients based on the experience we have
gained through our own successes and failures
Relationships
Our commitment to people and forging life long relationships is paramount to everything we do
and everyone we work with
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6. Our Core Beliefs – Engagement With Our Clients’ Customers
1. Delivering a great customer experience should be at the center of each and every
customer interaction.
2. We must possess a relentless commitment to operational excellence and culture of
continuous improvement.
3. A customer centric strategy and long term thinking results in customer loyalty and
long-term customer relationships.
4. We must possess a relentless commitment to innovation and invention – continuously
adapt technology, tools and skills that allow us to engage with a customer through
their preferred channel.
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7. Outsourced Contact Center Choices For Clients
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Large Company
Global Brand
Global Reach
Category Killer
Rigid Best Practices
500+ WS Per Program
Medium-Sized
Regional Brand
Building Global Reach
Building Vertical Experience
Best Practices Framework
200-500 WS Per Program
Small to Mid-Sized
Company
Limited Brand Awareness
Limited Vertical Experience
Niche Service
Offerings/Best Practices
<200 WS Per Program
Standardization /
Commodity
Customization /
High Quality

8. Our Current Global Footprint, And Growing
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North Bergen, NJ
Montoursville, PA
Trout Run, PA
Altoona, PA
Dubuque, IA
Platteville, WI
Miami, FL
Phoenix, AZ
Bemidji, MN
US – 9 Locations
Clark Economic Zone
Coimbatore
Mumbai
Bangalore
Belize City
Belize – 2 Locations
Jamaica – 1 Location
Montego Bay
Dominican Republic
2 Locations
Santiago
Santo Domingo
India – 3 Locations
Philippines– 1 Location

9. Our Partner Network
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Synergy -
USA
UNO Inc. –
DR
Call Center
Pros - DR
NETCAST
BPO -
Philippines
Cipher
Alliance -
USA
Transparent
BPO – Belize
American
Customer
Care - USA
NICE –
Jamaica
KGiSL - India

10. What Leads Us To Our Operating Partners
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Philosophy
Commitment to
Excellence in
Service
Belief
Shared Core
Beliefs – Client and
Customer
Attitude
Each Client is the
Most Important
Transparency
Realization of Who
We are and Who
We Are Not
Trust
Sound Business
Judgement – Does
Not Overcommit
Country / Region has
Favorable Business
and Legal
Environment
Mature and Top
Operator within
Country / Region
Financial Strength
Ability to Expand /
Scale
Desire for Success
and Growth within
the Country / Region

11. Golden Gate BPO Solutions – Entering New Markets
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Golden Gate BPO Enters Belize in January 2014

12. What Services We Provide Our Clients
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•Sales & promotions to existing
customers
•Loyalty marketing and service
•Affinity marketing services
•New product launch sales &
support
•Customer save channel support
•Direct response sales and support
•Social media contact management
Acquire
•Customer care
•Technical support
•Help desk
•Web-based solutions
•Account servicing
•Collections
•BPO back-office solutions
(essential functions)
•Save and retention channel
Retain
•Sales and promotions
•Market research
•Lead generation
•New customer acquisition
•Cross-sell and up-sell
Grow
•Data analytics
•Brand awareness services
•Concept and product testing
•Quality monitoring and recording
•BPO and back-office solutions
(non-essential functions)
Optimize
Complete Customer Life Cycle Solutions – Multichannel Delivery

13. Expansive Industry And Subject Matter Experience
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Cable, MSO and Satellite
Consumer Electronics
Ecommerce / Internet
Education / Online
Education
Financial Services
Healthcare / Pharmacy
Insurance and Warranty
Media and DRTV
Retail and Consumer Goods
Technology
Telecommunications
Transportation / Logistics /
Auto
Travel
Utilities / Energy
Successful Outsourcing Requires Subject Matter and
Operating Expertise

14. How We Support Our Operating Partners And Clients
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• Extension of our Executive and Management Team
• Global & Vertical Operating Experience
• Tenured in the Area of Process Improvement
Operating
Partner
Leadership &
Management
Golden Gate
BPO Solutions
Leadership &
Management
Client
Support
• President / CEO
• COO / VP – GM Operations
• Client Services
• Program Manager
• CEO / Managing Partner
• SVP / Managing Director –
Process Improvement and
Client Experience

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Understand
Client
Business
Determine
Client Needs
Tailored Scope
of Work
Operationalize
How We Execute For Our Clients And Operating Partners
Delivering Best-in-Class Outsourced Solutions
• Business / operations consulting vs. business development
• Business consultant and regional operational management team(s) collaboration and
communications with client
• Client’s new contact center operation and team is launched
• Post launch operations – keep the honeymoon going and celebrate the anniversaries

16. Delivering the Right Services
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Human
Resources
• Hiring
• Recruiting
• Retention
Training
• Initial
• Ongoing
• Refresher
• Skills
Enhancement
• Career
Enhancement
Quality
Assurance
• Monitoring
• Feedback
• Coaching
Behaviors
• Ratios
Operations
• Account
Management
• Process
• Communication
• Calibration
IT, Telephony and
Infrastructure
• Hardware
• Software
• Application
Design
• Scalability
• Redundancy
• Security
We are consultative in our approach and knowledgeable about the
processes needed to help businesses run more productively and efficiently.

17. Strategic Execution – Customized And Localized
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Cost – HCLM, MCLM and LCLM
Economies and
Efficiencies
Wireless, Telecom, Retail, Internet/E-Commerce, Cable,
Financial Services, Catalog, DRTV, Insurance, Collections,
Energy, Utilities, Healthcare, and more
Vertical Expertise
in Every
Geography
Advanced Data Reporting and Analytics Services
Data Analysis
State-of-the-Art Resource Planning Tools
Workforce
Management

18. Operating Partner Detail
• American Customer Care (ACC)
• North Bergen, NJ
• Montoursville, PA
• Trout Run, PA
• Altoona, PA
• Dubuque, IA
• Platteville, WI
• Synergy Solutions
• Phoenix, AZ
• Bemidji, MN
• Cipher Alliance
• Miami, FL
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• Transparent BPO
• Belize City, Belize
• KGiSL
• Coimbatore, India
• UNO, Inc.
• Santiago, Dominican Republic
• Call Center Pros
• Santo Domingo, Dominican Republic
• Netcast BPO
• Clark Economic Zone, The Philippines

19. Positive Customer Service = Long Term Benefits
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Customer Situation
Re-Purchase
Probability
Purchased product and you had no
problems
Product had problems and you had a
poor customer service experience
Product had problems and you had a
positive customer service experience
78%
32%
89%
Source: Benchmark Portal, Purdue University

20. We Provide Value As A Partner
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• We can deliver moments of exceptional customer service
• Our culture of empowered employees does support “wow” moments
• We understand when your customers are happy, our clients’ business
grows
• We will promote a culture of living the brand
• We want to turn your complaints or customer touch points into
opportunities

21. Discussion, Questions
& Next Steps
For More Information Contact:
Stephen Ferber
CEO & Managing Partner
Phone: 954-385-4977
Email: sferber@goldengatebpo.com