The winning presentation of Mellon Solutions under the category Best Community Spirit of the 2013 Contact Center World Awards - Best of the Best in EMEA.

1. Viktorija Nestoroska
General ManagerGeneral Manager
Mellon Solutions
Community Spirit
July 2, 2013

2. O tOur center
• Operating since 2003
• Located in Skopje
• 40 employees (May 2013)
• 400k t (2012)• 400k euro turnover (2012)
• 10 customers10 customers
• Inbound & Outbound

3. O itOur community
• 2.1 million population
• Multi‐ethnic & multi‐cultural
• 1% real GDP growth in 2012
• 31% l t• 31% unemployment
• 30% population below poverty line30% population below poverty line
• EU accession candidate (2005)

4. O i tiOur convictions
h lFair employer
•Mutual respect, honesty
and trust
Ethical constituent
•Employer, partner,
supplier, community and trust
Aspiring workplace
supplier, community
member
Add valueAspiring workplace
•Professional and personal
development
Add value
•Business activity &
operation

5. O h t CSROur approach to CSR
Aligning our ‘community’ with our ‘corporate’ personality
• Relevant
• Have real Impact
• Measurable
• Stimulate involvementStimulate involvement
• Use of own resources: our people & the telephone
• Complement but don’t disrupt• Complement but don’t disrupt

6. M lti li ff tMultiplier effect

7. F Focus areas
1 Environment1. Environment
2. Local Communities and Children
3. Employees
4. Culture and Sports

8. E i tEnvironment
Plant your Futurey
• 1‐day excursion
• 38 employees
• >100 trees plantedp
Contribute in the betterment of our environment
Cultivate eco‐awareness and eco‐culture
Strengthen employee relations
Fortify company image and reputation

9. C it & hildCommunity & children
SOS‐line
• I b d / t t• Inbound 24/7 to report:
− Abused children and
children on the streetchildren on the street
− People with disabilities
− Elderly people in social risky p p
• Nationwide coverage
• 1137 calls in 2012• 1137 calls in 2012
Improve living circumstances and provide relief
‘Exonerate’ the phone and the call centerExonerate the phone and the call center
Create a sense of pride and contribution

10. C it & hildCommunity & children
BliveStrong
• Fund‐raiser for a
leukaemia patient
P t g i ti• Pop concert organization:
− Donations
− Volunteering at the g
concert
• Follow up on campaign
• Raised 40k euro
Promote altruism & selflessness
Multi‐faceted campaign that brought forth
different skills and competences

11. C lt & tCulture & sports
Women run
• 1‐day event
% • 110% participation
• Experience a variety
of activities
• Nutritional and fitness
advice by experts
Increase awareness on health & fitness issuesIncrease awareness on health & fitness issues
Enhance team spirit
Boost moral
Improve work‐life balance

12. O lOur employees
Work‐life balance:
• Monthly routine‐breaks
• Seasonal family activitiesy
• Bi‐annual skills
development courses
• Career opportunities
• Stimulating environmentg
• Support mechanism
Stronger employee loyalty ‐ decreased attrition
Increased quality & productivity
Improved employer reputation

13. O lti li ff tOur multiplier effect
• Within 1 year:
2 x 100 trees ‐‐‐ oxygen for 2 x 300 people
1137 SOS calls over 100 kids removed from the streets 1137 SOS calls ‐‐‐ over 100 kids removed from the streets,
over 200 elderly people received care and help
1 fundraiser campaign ‐‐‐ raised 40k euro that helped
save a person’s life
2 gatherings for our employees’ kids ‐ Celebration of the
School Year beginning and Celebration of New YearSchool Year beginning and Celebration of New Year

14. O tOur twopence
• Make it relevant to achieve greater, more enthusiastic g ,
participation
• Repeat it to have consistency build momentum • Repeat it to have consistency, build momentum,
achieve greater impact, streamline the logistics
l d b f• Get involved to maximize benefits