Sound Telecom is a small telecommunications company that provides call center and customer service solutions. It has experienced steady growth since being founded in 1986, with 9% growth between 2008-2011 and revenues of $3.5 million in 2011. It prides itself on its flexibility, creativity, and ability to customize solutions to meet client needs, especially for clients with unpredictable call volumes or specialized requirements not addressed by larger call center providers. Sound Telecom operates three call centers with a focus on quality, training, and delivering a positive customer experience for its clients.

1. Sound Telecom
Professional. Friendly. Courteous.

2. 2007, 2008, 2012
As a small business committed to its current clients and responsible growth, Sound Telecom
has developed and maintained an agility, enhanced creativity and niche expertise that does
not exist in the traditional outsourcing marketplace.
2012 Inc. 5000 Statistics:
Rank: 4876 Employees: 72
3-Year Growth: 9% Jobs Added, Previous 3 Years: 4
2011 Revenue: $3.5 Million Founded: 1986
2008 Revenue: $3.2 Million HQ Location: Seattle

3. A Key Piece of the Puzzle -
• Early Entry Point to Outsource versus
Keeping Internal
• White Glove & Smaller Scale High-End
Customer Service and Technical Support
• Flexible Management and Agent Workforce
with Ability to Handle Dedicated, Shared and
TAS
• Dedicated Inbound or Outbound Call
Volumes Generally Not Supported in the
Marketplace
• Unpredictable Overflow and After Hours Call
Volumes
• Spiky and Unpredictable Call Volumes/Call
Arrival Patterns
• Extremely Client-Focused – Each and Every
One!
Sound Telecom is a perfect fit, able to deliver where traditional COPC, Six Sigma or
Large Scale methodology centers cannot, or will not. How? Through a flat and
engaged management style.

4. Seattle, Washington
Corporate Offices and Small
Contact Center Facility
Spokane, Washington
Primary Contact Center Facility
50 Workstations in Production
100 Workstations for Growth
Denver, Colorado
Roll-Over & Bilingual Spanish
Contact Center Facility
5 Workstations in Production
25 Workstations for Growth
Today, operating from three contact centers, Sound Telecom is able to design and deliver cost-
effective multi-channel contact center solutions that meet a client’s specific needs.

5. Allowing and Enabling People a “V-O-I-C-E”
MISSION STATEMENT
- Strategic link in Clients’Communication Processes
- Committed to Exceeding Client’s Expectations Around the Clock
- Provide Employees with Jobs plus Opportunity “giving employees a VOICE to express their talent,
passion and commitment to excellence”
- Develop Remarkable Solutions
- Using Expertise and consistent, disciplined action to deliver peace of mind.
SOUND TELECOM VALUES – “VOICE”
Value – We hold our customers and team members in highest esteem and treat them with respect and dignity.
Ownership – We stand behind what we say and the services we provide and hold ourselves accountable for resources and actions.
Integrity – We operate with uncompromising integrity in every conversation and are guided by truth, honesty and sincerity.
Commitment – We are dedicated to developing trust-based relationships with our customers and team members.
Excellence – We are self-motivated in our actions, disciplined in our decision-making and directed by our values.

6. Technology Solutions
Web-based, affordable business
voicemail, virtual PBX and hosted
fax solutions. Our small business
voicemail and hosted auto
attendant systems are quick and
easy to set up.
• Business Voicemail Systems
• Internet Fax Services
• Virtual PBX Auto Attendant
• Smart Voice Mail
• Smart Message
• Smart Number
• Front Office
Call Center Services
Bilingual, nationwide, 24/7 call
center services customized to fit
your needs. Leverage the power
of our world-class call center
services to build professional call
center support solutions today.
• Inbound Customer Service &
Order Processing
• Outbound Telemarketing,
Prospecting, Lead Generation,
Market Research & More
• Sales
• Technical Support
• Third Party Verification
Services
• Disaster Recovery Services
Answering Services
Extensive 24/7 telephone
answering services you can trust
to provide quality care.
Immediately upgrade and “brand”
your phone image with cost-
effective answering services.
• Live Call Answer, Screen &
Transfer
• Advanced Call Forwarding
• Flexible Call Handling
• Overflow Coverage
• Customized Message
Delivery
• Service Dispatch
• Secretarial Service
• Appointment Scheduling
Skillful, Trustworthy Service.
A Robust, Multi-Channel BPO Customer Support, Sales and Service Center.

7. Dedicated
Customer Service and Technical
Support strategy consisting of
agents dedicated to a single
client. The process is driven by
targeted recruiting, intensive
client-focused training,
technology and supervision/work-
force management.
• Dedicated agents with a single
client focus
• Provides quality and
efficiencies gained by having
agents work under a single
methodology and client brand.
• Allows client to accomplish the
highest quality customer
experience
Shared
Robust customer service strategy
that allows a shared team of agents
to manage inbound calls for a
variety of clients. The process is
driven by extensive “call-type” and
client training/training
reinforcement, coaching and
supervision, and “Sound”
technology.
• Shared agents managing multiple
clients – quality is not lost
• Provides a cost effective
alternative for “early entry”
client and/or clients with
sporadic or unpredictable call
volumes
• Allows client an outsource option
for any size project or function
Three-Call Handling
For basic customer service, this
approach allows each agent to
manage up to three (3) unique
calls at one time. This process is
also driven by extensive “call type”
and client training/training
reinforcement, coaching and
supervision, and “Sound”
technology.
• Efficiently manages multiple
clients with unpredictable call
flows
• Cost effective option for clients
- “hold” times not billed
• Achieve 93% of calls answered
within 3 rings…and handle
time of 3 minutes or less
Professional. Friendly. Courteous.
Sound Telecom Management Style, Agile Workforce and Technology Enables a
Combination of Quality Call Handling and Malleable Solutions.

8. The perfect fit for every size and every budget.
Sound Telecom
enables you to:
Provide 24/7,
High Quality
Support.
Leverage
Investments in
Technology,
Methodologies
and People
Benefit from
Processes
developed and
perfected over
25 plus Years
Reduce
Staffing,
Operating and
Training costs
Improve Efficiency
And Productivity
Grow your Services
with your Business
Focus on your Core
Business
Inbound Call Center
Service Features
Outbound
Services Features
Web Support
Features
Applicant Screening /
Appointment Setting
Customer Retention /
Anniversary Calls /
Market Research &
Surveys
E-Mail Management
Order Processing /
Overflow & Capacity
Support
Help Desk, Customer &
Technical Support
Appointment Setting /
Database Management /
Promotions
Lead Generation /
Membership Services /
Sales / Welcome Calls
Web Call Back
Web Chat
Sound Telecom helps individuals and businesses meet their customer’s
communication needs through reliable, professional call center
solutions, resulting in longer, more profitable customer relationships.

9. Sound uses a FLAT management approach that adds efficiencies to interdepartmental
communications and ensures maximum agility and consistency for rapid resolutions.
“All hands on deck” Operating Culture

10. Sound Telecom’s goal is satisfaction with every customer interaction.
Sound Telecom Operates with a Relentless Focus on
Supporting it’s Clients and Customers
Listen
Listen to clients
and customers to
better understand
what clients want
to achieve.
Goal -
Performance that
meets or exceeds
clients‟ desired
outcomes.
Measure
Measure, manage and
oversee clients‟
programs every step,
with all areas of
support continuously
evaluated for:
• Quick Speed of Answer
• Proper Staffing
• Low Queue with
minimal abandons
• Broad reporting
capabilities
• Content Knowledge
• Professional. Friendly.
Courteous.
Adjust
Consistent internal
and client
calibrations;
providing quality
feedback and
transparent
evaluations in order
to make proactive
and critical
adjustments at all
stages of the
relationship.

11. Sound Telecom only targets potential employees that have a demonstrated aptitude for
excelling within our process.
Recruitment & Hiring
• Targeted Sourcing
• Well Defined Profiles
• Thorough Client-Centric
Process
• Employee & School
Referrals/Job Fairs
• Strategic Alliances with
Academic Institutions
• Strong Inter-Departmental
Involvement between
HR/OPS/TRAINING
• Psychometric / Abilities
Testing
• Criminal Background
Checks
Retention
• Comfortable & Positive
Call Center Environment
• Competitive Salary &
Benefits
• Life & Medical Insurance
• Building & Strengthening
Work Relationships
through Team Building
Activities
• Performance-Based
Incentives/Bonuses
• Personal & Professional
Development
• Goal
Setting/Tracking
• Transportation Services
• Employee Recognition
Programs

12. • Comprehensive Orientation & Soft Skills Training (2 Full Weeks)
• Customized Client, Program Specific & CSAT Skills Training
• First Call Resolution
• Compliance Training
• HIPAA
• PCI-DSS
• TCPA
• Experienced Trainers
• Train-The-Trainer Approach
• Skills Enhancement
• PC
• Windows
• Office
• Other Technologies
• Training Workshops/Continuing Education
• Soft Skills Training
• Coaching to Quality
• Products & Skills Refresher/Enhancer
• Management Development
• Performance & Project Management
• Career Skills
Training

13. Quality Assurance is a tool for continuous improvement. It must be a primary
focus of an organization if they want to have long term success!
• Appropriate Spans of Control
• Operations Management
• Supervisors
• QAAuditors
• Trainers
• Calibration Sessions w/Clients
• Crucial to Success
• Not Viewed as a Chore
• Establishing Most Effective Quality Monitoring Solution
• Tested & Proven Quality Assurance Monitoring Procedures
• Random QAAudits
• Regularly Scheduled QAAudits
• Immediate Coaching/Feedback
• Effective Tracking of Results for Continue Improvement
• Coach to Performance Trends Not Metrics
Quality
Assurance

14. Dedicated Client Strategy – from the executive leadership team to the agents, a
dedication to operational excellence enhances our ability to deliver consistently
strong performance.
• Specific Teams & Divisions
• Promotes Core Learning Systems
• Cohesive Dedicated Environments
• Custom Client Management
• Customized Operations Manual / Process
• Developed for EACH Program/Client
• Immediate Feedback & Coaching Sessions
• 90-Day Audit Cycle for Process & Documentation
• Certification and Process Standards
• Agent Scorecards updated Daily/Weekly/Monthly
• Drives behavior designed to provide Top Quality Performance
• Planned Communication Strategy to Maintain Alignment
Operations

15.  Top Grade ACD/Switching Systems
 IPAgents
 Soft Phones
 Custom Reporting & 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
Technology

16. Custom and Flexible Solutions, Cutting Edge Technology. Seamless Execution.
“Sound” & Seamless -
Execution and Implementation
PHASED IMPLEMENTATION–
Clients’ call center support
services are phased in over a
pre-designed period of time.
COMPLETE CUTOVER –
All aspects of a client’s initial
program launch are planned in
advance; with a “turn on the
switch” event that is seamless with
Sound well-prepared to handle
calls on the scheduled Go-Live
date.
MANAGED SCALABILITY –
Ongoing growth plans will be
met with efficient support at
all levels.

17. Over the past 20 years, Sound Telecom has established a reputation for building customized solutions that meet
– and often exceed – our client’s specific needs. We pride ourselves on developing mutually beneficial, long-
lasting partnerships by treating each client with the utmost respect, professionalism and courtesy. Please take a
moment to consider just a few of the many customers that we have served and continue to serve today:
ABM Janitorial Services
AFLAC
American Red Cross
Apria Health Care
Asplund Tree Expert Co.
AT&T Dispatch Service
Avidian Technologies
Boeing
Bonny Watson
Boulder Communications
BriteVision Media Services
Budget Blinds
CB Richard Ellis
Cellular Abroad
Century 21
City of Bellevue
City of Port Angeles
City of Snohomish
Classmates.com
Coinstar
Colliers Intl
Conoco Phillips Co
Datarim
FL Senior Advisory Council
G&T Conveyor, Inc
G.E. Intl Partners, Inc
Greenwood & Hall
GVA Kidder Matthews
Gynex Corp
Haemonetics
Hertz Equipment Rental
Holland America Lines
Home Well Senior Care
iMate Americas
IBEW
John L Scott Real Estate
Kenworth Trucking Co
King City Housing Authority
Koll Co
KWSU Media
Lynx Medical Systems
Microsoft
Mobilisa, Inc
Mutual of Omaha
NOAA
New York Yankees
NOAA Homeland Security
Norco, Inc.
Nordstrom
Oxford House
Pepsi Cola – Noel Corp
Perkins Coie
Play Networks
Quadrant Homes
Qubica AMF Bowling
Regal Cinemas
REIF
ReMAX
Revitalash
Roto-Rooter
Seattle Cancer Center
Seattle Housing Authority
Serve Pro
Service Master
Shurco Residential Properties
Skies America Publishing
Starbucks
Swedish Medical Center
Tacoma Housing Authority
The Koll Company
The REIS Group
U.S. Bank
UBuildIt
Univ of WA Physicians G
USDA Forest Service
Valley Medical Center
Veritas Software
Vertical Transportation
Vulcan, Inc
WA Council for the Blind
Washington Mutual
WSDOT
Windstar Cruiselines

18. “Sound Telecom is Family”
Mike LaBaw, President & Founder (Est. 1986)
At Sound Telecom, we are required to perform call center support duties only for many, many different customers. Working
in this environment has made us extremely adaptable and flexible. We drive creative custom solutions for customers on a
daily basis and we become an integral part of our customer’s communications. Our call centers are high energy and fast-
paced. We have assembled a team of exceptionally creative supervisors, managers and agents to run our operations. What
you will find at Sound Telecom is not like what you will find at other call centers. What you find at Sound Telecom is family.
Experience – Utilizing the experience gained over the previous 27 years along with the background and lessons learned from other
programs and industry verticals, we have been able to help offset some or all of the costs typically associated with outsourcing customer
service functions through improved efficiencies, increased first contact resolution and greater revenue per contact.
Flexibility – A key part of our strategic advantage is the flexibility achievable due our size. Sound Telecom is large enough to leverage
the benefits of the experience of our resources, best practices across clients & verticals and economies of scale, while small enough to
provide personalized, 1:1 interactions across all levels of the organization. This allows us to remain very nimble, flexible and responsive
our clients‟ needs without the bureaucratic hierarchy found in many other outsource vendors‟ organizations.
Innovation – Our experience provides the foundation and encourages innovation for each client's needs. By customizing solutions for our
clients, we drive improvements and efficiencies through innovation in all areas of our business. We pursue fresh ideas, „out of the box‟
thinking and approaches and do not allow past results to dictate future outcomes.
Quality Performance – At the heart of our business is our ability to drive world-class results and deliver a top quality experience on
behalf of our client‟s brand. We do this by defining expectations with our clients from the start of a program, holding ourselves accountable,
selecting the right people to meet and compliment each client's program goals and objectives and manage results to achieve both
performance and quality goals.
Culture – Sound Telecom fosters an entrepreneurial environment and corporate culture among our employees that encourages a strong
sense of pride and a passion about representing their brand, positively impacting results and making a difference!
Integrity – We conduct each of our client's relationships and programs from a perspective of partnership and full disclosure. We hold
ourselves to the highest ethical standards!
Teamwork – We have a terrific team at Sound Telecom! In an environment of open and honest communication, everyone adds value to
the team and their program while creating opportunities for growth for themselves. We value diversity, honor our commitments and deliver
what we promise.

19. Will I get lost in
the shuffle?
Can they handle
my spikes?
Is there anyone
that can help?
The FUD Factor!!!
Is my business
large enough to fit
here?
Will they
expect me to be
an expert?
Tier 1 Centers
Large Companies
Global Reach
COPC & Six Sigma Methodology
500 + Work Stations Per Program
Rigid Formatting Requirements
Tier 2 Centers
Medium-Sized Companies
Growing Global Footprint
Regional Strengths
COPC & Six Sigma Methodology
200 + Work Stations Per Program
Tier 3 Centers
Small to Mid-Sized Companies
Niche Offerings / Best Practices
Services Complementary to Own
Offerings
25 + Work Stations Per Program
Tier 4 Centers
Wide and Varied Group
Specialty Driven
Hard To Classify
Choosing the right service partner is often filled with
FEAR, UNCERTAINTY and DOUBT!

20. Sound Telecom truly fills a gap in the Market Place!
Size is NOT a
factor for us!
We will work with
you to customize a
solution!
We
understand!
Sound
Telecom is
the answer!

21. Thank You!
www.sound-tele.com
Sound Telecom | 800-557-1550 | PO Box 80243 | Seattle, WA 98108