1. Premier BPO Inc. 2017
Company Confidential

2. Leadership: BPO pioneers
Mark Briggs Chairman and CEO
Patrick Sullivan SVP, Operations
Steve Kawalick
Chief Finance Officer
Reese Bagwell
Director of Sales
Chief Executive Officer
Client Logic
Solution Delivery Officer
Client Logic
Chief Finance Officer
Client Logic
Served in Legal Division
Client Logic
Chief Executive Officer
Intelligent Electronics
VP, Call Center Operations
Alliance Data Systems
OfficeMax
JC Penney
Corp. Counsel
Intelligent Electronics
Founding Partner
The Bagwell Law Firm
Chief Operating Officer
Ingram Micro
Controller
JC Penney –
Telemarketing Division
Chief Finance Officer
Ingram Micro
Premier BPO Inc. 2017
Company Confidential

3. Our Vision Vision We consider our customers customer as our customer
Premier BPO was founded in 2003 by a group of BPO Industry veterans who shared a vision that not only was offshore going to be the growth opportunity of the future but the types of services provided would become more value added. At that time BPO was moving from simple data entry and tier 1 tech support to higher end services such as claims processing, billing support services, HR and accounting, market research, and hundreds of other business functions. Premier BPO was founded to provide those higher value added services which we believe will far exceed IT outsourcing.
We vision our customers customer as our customer
We consider our customers customer as our customer
Our staff is an extension of our clients on-site workforce
It is our client centric flexible model that encourages clients to establish a long lasting relationship with us
Premier BPO Inc. 2017
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4. Offered Services Voice Services Back Office Services
“Like all magnificent things, it's very simple.” - Natalie Babbit
Customer Support
Technical Support
Accounts Payable
Accounts Receivable
Billing
Collection
Data Entry
Payments processing
Cost Accounting
Payroll
Image Processing
Marketing
Survey
Live Chat Support
Other
BACK OFFICE
VOICE
At Premier BPO we like to keep matters to their simplicity for our clients. At early stages decision making process gets easier when outsourcing opportunities are differentiated into two broader categories.
Voice Services
Back Office Services
Premier BPO Inc. 2017
Company Confidential

5. High Speed Connectivity
Infrastructure
High Speed Connectivity
Access Controls
Leased Lines T1, E1, and Enhance E1
International Private Leased Circuit (IPLC)
Standard Equipment
Security Intelligence
Cisco IP phones
Meeting and training rooms equipped with projectors
High speed computing equipment
Secure Channels
PCI certified (Self-Assessed)
Virtual Private Network (VPN)
Hardware and software security firewalls
Encryption and Key Management
Premier BPO Inc. 2017
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6. Hosted Operations Inbound Sales ( Health Care/Computer Software )
Data Entry ( Healthcare, Insurance, Logistics etc. )
Purchasing ( Manufacturing )
Content Management ( Construction, Forex)
Accounts Receivable ( Logistics, Healthcare )
Customer Support ( Computer electronics, Healthcare)
Accounts Payable ( Logistics, Healthcare )
Telesales ( Computer electronics, Home shopping )
Payroll ( Logistics, Forex )
Advisory services ( Debt management )
Data Cleansing( Logistics )
Dispatching ( Financial, Computer electronics )
New Accounts Opening Service ( Forex)
Software Licensing ( Antivirus )
Account Management ( Forex / TV Cable )
Warranty Registration ( Antivirus, Computer electronics )
Search Engine Optimization ( Logistics, Healthcare )
Claims Processing ( Healthcare )
English
Spanish
Arabic
Russian
Mandarin
Premier BPO Inc. 2017
Company Confidential

7. Client: Expense Management Services
Documents Sorting
Documents Indexing
Documents Archiving
Claims Creation
Accounts Receivable
Accounts Payable
Audit
24 hours coverage
English, Chinese
Accounts Payable
Sorting
Accounts Receivable
Claims creation
Archiving
Indexing
BACK OFFICE
4 years old relationship
Started with 10 seats and expanded to over 120 seats in 2 years
Hosted from China and Philippines
Client visits twice a year
Premier BPO Inc. 2017
Company Confidential

8. Contact Center Services: “The Premier Way”
PROVEN CUSTOMER EXPERIENCE: ENHACING THE RELATIONSHIP WITH YOUR MOST VALUABLE ASSET - THE CUSTOMER Premier BPO understands that the customers of Just Energy are your most valuable asset. We ensure that both your brand and that most valuable asset is maintained, protected, enhanced and grows by taking orders, answering questions and first call issue resolution with the highest degree of accuracy, timeliness, empathy, efficiency and excellence in quality. PROVEN SALES – CENTRICITY AND PROCESS IMPROVEMENT Premier BPO converts prospects to sales, saves sales and turns problem calls into new sales opportunities. Moreover, as proven, seasoned professionals with extensive leadership experience, Premier BPO expertly enhances execution of your processes by informing your team of any difficulties in a timely fashion, thereby increasing customer satisfaction, loyalty and profitability.
PROVEN CAPABILITY Whether through our inbound call center services, where we apply our proven up-sell and cross-sell capabilities, or through outbound call programs, Premier BPO will meet or exceed your sales goals. Premier BPO collaborates with your sales and marketing departments in order to totally immerse our Agents in your product and service offerings and programs, including features, pricing , culture and sales points with the highest level of intimacy thereby achieving an unparalleled understanding of those products and services. Our professional sales staff applies that knowledge to significantly enhance the customer experience. Premier BPO’s sales style is informational, empathetic and helpful in nature and is designed to convert new customers and maintain existing customer satisfaction, thereby not only building and increasing sales but substantially enhancing your Brand with our optimum excellence in customer facing quality. Through these sales strategies, Premier BPO will be a source of income for your company. No longer must customer service be relegated to a pure “cost center “status. Premier BPO, as a valued, experienced and proven extension of your staff, will be a profit center.
Premier BPO Inc. 2017
Company Confidential

9. Case Study: A Leading Cable Company
TRAINING
All our new employees go through extensive training for 3 months
After 2 weeks of initial training the agents start processing live accounts
During this time they learn how to navigate with Client’s CRM
Learn about different level of services
Addition and deletion of rate codes
Equipment Identification
Addition or removal of equipment
Financial adjustments etc.
Premier BPO Inc. 2017
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10. Case Study: A Leading Cable Company
Account Maintenance and Updates
Financial Adjustments
Digital Cable Services Maintenance
Internet Services Maintenance
IP Phones Maintenance
Updating Accounts Information
Premier BPO Inc. 2017
Company Confidential

11. Case Study: A Leading Cable Company
Financial Adjustments
Debit Adjustment
Credit Adjustments
PPV (Pay Per View) Adjustments
Equipment Charge Adjustment
Equipment Returns Adjustments
Service Charge Adjustments
Premier BPO Inc. 2017
Company Confidential

12. Case Study: A Leading Cable Company
Digital Cable Services Maintenance
Addition and Deletion of Channels
Upgrade or downgrade of services
Addition and Deletion of Digital and Analog Converters
Addition and Deletion of Video Services
Handling PPV Requests
Premier BPO Inc. 2017
Company Confidential

13. Case Study: A Leading Cable Company
Internet Services & IP Phone Maintenance
Addition and Deletion of Modem Rate Codes
Addition and Deletion of Modems
Verification of Internet Services
Upgrade or downgrade of IP Telephony Service Rate Codes
Addition or removal of IP services from customer account
Verification of IP Telephony Services/ Status
Premier BPO Inc. 2017
Company Confidential

14. Case Study: A Leading Cable Company
Updating Accounts Information
Billing Address Updates
Service Address Updates
Information Updates
Non Payment Disconnections
Special Request Updates
Premier BPO Inc. 2017
Company Confidential

15. Premier Accuracy, Efficiency and Effectiveness
Financial Functions
Premier’s Outsourcing Finance Services and Solutions include, but are not limited to, the following:
Finance and Accounting, A/R, A/P, Price Audit, Invoicing, Collections, Order Management Payroll, Expense Management, Warranty Registration, Freight Bill Processing and Claims Processing
Premier Accuracy, Efficiency and Effectiveness
Premier BPO's Accounts Payable, Accounts Receivable and other Financial Services Outsourcing Solutions Provide Centralized Control Over Receivables and Other Best Practices. Premier maintains a strict system of internal accounting controls and procedures that ensure transactions are authorized, accurately recorded and reported properly to include, but not limited to, the following:
Periodic Audits
Written Policies/Guidelines
Careful Selection and Training of Qualified Personnel
Detailed Review Procedures
Time-tested Goals to Ensure Optimum Integrity
Strict compliance to Client’s model, requirements and directions
Premier BPO Inc. 2017
Company Confidential

16. No additional cost Quality promise
Quality assurance is not an option for Premier BPO; it’s essential for the success of the organization, customer and employees satisfaction.
Dedicated quality assurance (QA) agents assigned to teams
QA agent checks and confirms 20% to 40% of work
QA agent is one of the most experienced team member.
QA agent keeps team informed with work related updates
QA agent provides immediate feedback to team
An actual snapshot of 2014 quality trend for one of our client hosted at Premier BPO Kunshan, China
Premier BPO assigns QA agent as a part of its services package.
No additional cost
Premier BPO Inc. 2017
Company Confidential

17. Client relationship and communication
Managers at both end stay on top of communication
Manager
Supervisor
Client
Managers confirm changes to workflow
Secured communication
Daily operations communication via phone or
Cisco phones are used for seamless voice communication
Premier BPO
Weekly collaboration calls to summarize performance
Daily, weekly, quarterly reports as per client specifications
Manager
Supervisor
Premier BPO has local phone numbers to facilitate clients in different regions.
No long distance calls
Premier BPO Inc. 2017
Company Confidential

18. Client Implementation Process
Statement of Work
Service Scope
Redundancy and Disaster Recovery Plan
MSA and SOW
Implementation Team
Weekly meetings
Project plan
Project Management
Workload analysis
Required resources
Workflow
Communication
Policies
Security
Transition
Planning
Recruiting
Roles
Train the trainer
Team training
Test run
Go live
Ongoing operations
Staffing and Training
Don’t worry we have got you covered. Our team will assist you all the way through the process.
Premier BPO Inc. 2017
Company Confidential

19. The Premier BPO Philippines Center of Excellence
Premier BPO Inc. 2017
Company Confidential

20. Philippines: Overview
Employees envision their work in this industry as a career rather than as a part-time, transitional stopgap arrangement between university and “real work”
Agents actively elect to excel in careers in contact centers, data transcription, finance and accounting back-office operations as well as outsourcing of medical and legal professional solutions
Contact Center Managers in the Philippines remain with a company for an average of 3.5 years
On average, agents in Filipino contact centers spends a minimum of 1.5 years in their function
There are 30 colleges or universities in Metro Manila
A recent study has shown that in the next few years, one out of every 10 jobs will be in the Call Center/BPO Industry
Premier BPO Inc. 2017
Company Confidential

21. The Premier BPO Pakistan Center of Excellence
Premier BPO Inc. 2017
Company Confidential

22. Pakistan: Overview
Employees in Pakistan see work in this industry as a career rather than a stop-gap arrangement between university and “real work” as opposed to many US call center employees who work in call centers as a temporary means of maintaining income;
These “career agents” actively opt for a career in call centers, data transcription, finance and accounting back-office operations, medical and legal transcription
Call center managers in Pakistan maintain employment, on average, 3.5 years with a company thereby sustaining a very low attrition rate
The average period of time spent on the job by Pakistani agents in Pakistani call/BPO centers is a period of almost two years
The 5th most populated nation in the world with a highly developed English Based Education System
Our facilities in Pakistan serve British and EU based clients in addition to North American clients
Premier BPO Inc. 2017
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23. The Premier BPO China Center of Excellence
Premier BPO Inc. 2017
Company Confidential

24. China: Overview Facility located in Kunshan
Access to a large, skilled IT workforce.
China offers 25% to 50% greater savings when compared to India and the Philippines
Worlds 2nd largest economy.
Member of WTO.
Offshore manufacturing hotbed
Sound, advanced infrastructure
China’s average agent turnover rate is 7% per annum
Country competencies: BPO
There are numerous colleges and Universities in Kunshan
Premier BPO Inc. 2017
Company Confidential

25. Exceptional Service At Exceptional Value
Mark Briggs
Reese Bagwell
Founder & CEO
Phone: +1 (931) Ext. 2304
Cell: (931)
Director Sales
Phone: (931) Ext 2303
Cell: (931)
Headquarters
California Office
102 Country Lane, Suite B Clarksville, TN , USA Phone: (931) Fax: (931)
18701 South Figueroa Street Suite 205 Gardena, CA USA
The premier resource for business process outsourcing solutions
Premier BPO Inc. 2017
Company Confidential