Speed-In provides customer interaction management services through an international call center based in Lebanon. They employ a diverse team of experts with experience in call center management, customer relationship management, technology solutions, and quality assurance. Speed-In's model focuses on people, infrastructure, technology, and quality to deliver customized outsourcing solutions that meet clients' needs and drive their business objectives.

2. Speed-In would commonly be regarded as a call center.

3. We are anything but common, though, and so define our line of business as customer interaction management.

4. THE GROUP Content/Web Development Team eLearning Team School Management Team

5. UKS TWC Archers THE GROUP AUD SVU Adoption of Technology by Academics Overall Strategy, Innovative Structures Innovative Multi-disciplinary Models Interaction Management, Support Services Awareness, Communication, Intelligence Financial Engineering, Funding, Equity Cutting-edge Specialized Technologies Academia Organization Technology Investment Positioning Entrepreneurship Customer

6. A combination of people with the expertise in different lines of business and several countries. The support of an international group with a financial steadiness. THE CALL CENTER

7. The Call Center 50 people 80 seats Ability to grow to 150 seats in 2 months Call center Director Operation Manager Supervisor 12 CSR Supervisor 12 CSR Supervisor 12 CSR Human Resources Department Training and Quality Department Finance Department Lawyer IT Department Business Development Department

8. Why Lebanon ? Strategic geographic location Europe and Middle East Vision 4 hours from Paris, 2 hours from Dubai Multi- language skills : English, French, Arabic , Spanish Highly skilled human resource talents 20,000 university students graduate each year Partnership with local universities Operational flexibility

9. Yes. but why us?

10. Because of them [our CRM EXPERTS] The CRM Experts on board have more than 12 years of experience in call center set-up, management and training in different international markets and sectors. They have either launched call centers from the start up stage or revamped existing call centers to reach company’s business objectives.

11. Because of them [our AGENTS] The deeply rooted multilingual Lebanese culture paired with our internal training modules overcomes every accent, understanding, or identification barrier that would weaken the “care” in customer care.

12. Because of them [our BRAND SPECIALISTS] The brand specialists we have on board are responsible for translating our services into brand-building tools, aligning the agent’s discourse with the brand’s tone of voice.

13. Because of them [the MOGULS] Our technology department has built relationships with solution providers from around the world to make sure we’re always at the forefront of technology and its most effective innovations. They are specialized in call center technology are capable to providing the right solution for different products.

14. Because of them [our CLIENTS] The most pertinent acknowledgement of our efficiency is the satisfaction of such clients as Orange Telecom, Coriolis, Prixtel France, Telecom Italia, ENEL, Infostrada, and WOP AUTO whose own successes in turn derive from customer-focused strategies.

15. … in a few words Our Model

16. PEOPLE Our Services PEOPLE INFRASTRUCTURE PEOPLE TECHNOLOGY QUALITY

17. OUR SERVICES We have the advantage of utilizing the operational and technological long years of experience of our team to the benefit of our clients by providing our clients with operational and technological consultancy, audit and management services of their contact centers. Operation: Assess Processes and Procedures Evaluate HR staff: Agents, Supervisors, Quality Leaders,…. Recommend and implement improvement action plan. Outcome Technology: Our team of on-board experts are specialized in providing the best-in-class technology solutions to different call centers customized to meet their specific business needs.

18. OUR SERVICES Operation: Assess Processes and Procedures Evaluate HR staff: Agents, Supervisors, Quality Leaders,…. Recommend and implement improvement action plan. Outcome Technology: Our team of on-board experts are specialized in providing the best-in-class technology solutions to different call centers customized to meet their specific business needs. When providing management and consultancy services, Speed follows the below business model principal:

19. OUR SERVICES Customer Database Acquisition Appointments settings Lead Generation Lead qualification Promo-line Telesales Optimisation Customer Service Technical support Up selling Back office Retention Quality surveys Debt Collection Win back Our software platform fully supports all your needs ­– from product campaigns and account collections to fundraising and consumer surveys – and offers predictive dialing capability that can double or even triple the number of right-party connections by a minimum number of agents Our customized and hence flexible solutions can increase your contacts rates by over 400%.

20. PEOPLE We realize the advantage we have in recruiting from people who are, by default, well traveled, well read, and disposed to languages. Yet we embrace the bigger challenge of satisfying the expectations of the higher quality people we seek among them: Recruitment : High selection in Skills references Attract Continuous Improvement Plan : Culture Immersion, Training Coach Retain Internal Promotion: Horizontal and Vertical

21. QUALITY ASSURAN CE The training program for you ! Modules Targets Modus operandi & Supports Evaluations Products & Services + Company Internal Culture Market context, necessary knowledge to answer customers ‘questions Purchaser training material Quiz Frequency : mid and end of training period CRM profession Well control of application, tools, codification vis-à-vis typology of requests Supervisor guide Tests and simulations Script Well control of customer relationship, talk structure, how to reply to objections, listening skills, speech adaptation to customers ‘profiles Or Purchaser training material or possible Speed In Training Writing tests to validate control of objections answers Scoring Sheet Knowledge of coaching methodology Scoring Sheets Oral simulation, vocabulary assessment Live exercises Practice in real conditions Handle incoming calls or outbound calls, back office tasks, emails, chat… Debriefing on live DD-1 Last instructions before kick off Brief between trainer and people from operations End training test and progress action plan

22. QUALITY ASSURANCE Recording Scripting & Reporting Tool Continuous Quality Improvement Daily consolidation of individual results Weekly consolidation of collective results Weekly formalized recording & debriefing Display communication and team meeting Progress review plan Monthly Quality barometer

23. TECHNOLOGY What’s right. What’s better. The infrastructure is based on a an Internationally recognized solution provider : Vocalcom. The team : S pecialist and Engineers showing skills with system, telephony, network, security, development. The mission : to ensure the technical supervision, the technical kick off and the maintenance of the system.

24. TECHNOLOGY VoIP and Analog Telecom: The platform integrates traditional and VoIP connections, allowing the implementation of the new technology in stages as well as expansion at no additional expenses. Multiple ACD and IVR: Our robust library includes skill-based routing and self-service and allows real time modifications. .

25. Your Peace of Mind We believe in partnership with our clients that is based on honesty, integrity, transparency and confidentiality. Accordingly, we ensure the following when working with our clients: Signing an NDA upon the start of our partnership Speed In employees sign confidentiality agreement when hired Daily and weekly reporting following clients’ standards Secured technological solutions: Daily full back up of data Weekly back up of data at a bank Cisco Firewall and Router Server room accessed by CTO only.

26. We understand how communication works, and we make sure both you and us are speaking the language

27. 2nd floor, Vasky Centre, Mtayleb, Metn, Lebanon, Tel: +961 4 915 874, Fax: +961 4 915 875, p.o.box: 11-7503, www.speed-in.com