60K Corporate May 2011

DeliveringDeliveringISO CertifiedISO CertifiedMultilingual Multilingual MultichannelMultichannelAward WinningAward WinningCustomer ServiceCustomer Serviceat Affordable Pricesat Affordable Prices

1.1. We Bring ValueWe Bring Value2.2. RecognitionRecognition3.3. Premium Customer Service DeliveryPremium Customer Service Delivery4.4. We Are ISO CertifiedWe Are ISO Certified5.5. PrioritiesPriorities6.6. Why Bulgaria?Why Bulgaria?7.7. Services We ProvideServices We Provide8.8. Linguistics – a Shrinking WorldLinguistics – a Shrinking World9.9. Language SupportLanguage Support10.10. Recruitment – Our Staff Are Your Staff!Recruitment – Our Staff Are Your Staff!11.11. Account ManagementAccount Management12.12. Implementation – Smooth & SeamlessImplementation – Smooth & Seamless13.13. Implementation – Structured & ControlledImplementation – Structured & Controlled14.14. Technological solutionsTechnological solutions15.15. PremisesPremises16.16. PortfolioPortfolio17.17. Why are we different?Why are we different?18.18. Mission StatementMission Statement19.19. Contact DetailsContact Details

Table of ContentsTable of Contents

We Bring ValueWe Bring Value

Benefits of partnering with 60K include:Benefits of partnering with 60K include:

Greater EBITDAR (Earnings Before Interest, Taxes, Depreciation, Amortisation, and Restructuring or Rent Costs)

RecognitionRecognition

60K won the gold medal in the Contact Centre World Awards!60K won the gold medal in the Contact Centre World Awards!

2009 Awards:2009 Awards:Samuil Filipov and Kaloyan Valev - the chosen finalists from 60K, performed admirably at the Samuil Filipov and Kaloyan Valev - the chosen finalists from 60K, performed admirably at the EMEA finals. They were EMEA finals. They were finalists in the finalists in the Best Contact Centre AgentBest Contact Centre Agent and the and the Best Contact Centre Best Contact Centre SupervisorSupervisor categories categories. .

After Samuil won the After Samuil won the Best Customer Service Agent Award for EMEA region, Best Customer Service Agent Award for EMEA region, he proceeded to the he proceeded to the world finals at Las Vegas, where he won the gold medal and became the world finals at Las Vegas, where he won the gold medal and became the Best Customer Service Best Customer Service Agent Agent in the world.in the world.

Each year ContactCenterWorld.com organize a Contact Centre Industry Awards program, for the Top Ranking Performers. These prestigious awards recognize the very best in the contact centre industry

from all over the world and are considered to be the “Contact Centre Olympics”.

Each year ContactCenterWorld.com organize a Contact Centre Industry Awards program, for the Top Ranking Performers. These prestigious awards recognize the very best in the contact centre industry

from all over the world and are considered to be the “Contact Centre Olympics”.

2010 Awards:2010 Awards:60K qualified for the EMEA finals and won silverware in the following categories:60K qualified for the EMEA finals and won silverware in the following categories:

•Silver Medal in the Silver Medal in the Best Contact Centre Best Contact Centre (Medium Size) category(Medium Size) category•Silver Medal in the Silver Medal in the Best Outsourcing PartnershipBest Outsourcing Partnership category (with the award-winning project for BE Broadband)category (with the award-winning project for BE Broadband)•Bronze Medal in the Bronze Medal in the Best Trainer Best Trainer categorycategory

During the past few years 60k has achieved continuous improvement in the Customer Services provided to Be. The new strategies and innovative approach have enabled Be to reap the rewards and obtain the Gold Medal in the Think Broadband Awards 2010.

Think Broadband have examined nearly 200,000 ratings recorded by their users from the beginning of 2010 to the end of the year and have seen a clear indication of the quality that Be show in customer service.

(Link: http://www.thinkbroadband.com/news/4592-customer-service-awards-2010.html )

Premium Customer Service DeliveryPremium Customer Service Delivery


BE Broadband (O2)BE Broadband (O2)

O2O2

PlusNetPlusNet

Sky BroadbandSky Broadband

TalkTalk BroadbandTalkTalk Broadband

Virgin MediaVirgin Media

The above graph is a www.ThinkBroadband.com continuous benchmark on the levels of customer service maintained among the highest rated broadband providers in the UK.

For a second consecutive year 60K delivers the best customer service for our client – O2 owned BE Broadband.

The above graph is a www.ThinkBroadband.com continuous benchmark on the levels of customer service maintained among the highest rated broadband providers in the UK.

For a second consecutive year 60K delivers the best customer service for our client – O2 owned BE Broadband.

UK internet service providers customer service ratings 2008 by “Which?” magazine:•O2 owned BE Broadband- ratedO2 owned BE Broadband- rated 5 stars5 stars•O2 – rated 5 stars•Our client came on top of Virgin, AOL, BT, BT Yahoo, Demon, Orange, PIPEX, Plusnet, Sky, Talk Talk and Zen

PC Advisor” ISP Awards 2009:PC Advisor” ISP Awards 2009:

• O2 – “Best Buy” Award• O2 owned BE Broadband – O2 owned BE Broadband – “Recommended” “Recommended” AwardAward


We Are ISO CertifiedWe Are ISO Certified

In May 2010, just two years after the company was established, 60K acquired ISO 9001:2008 certification.

The Quality Management System integrated as well as the full process lifecycle: from signing LoI to service delivery were ISO qualified by Quality Austria.

In May 2010, just two years after the company was established, 60K acquired ISO 9001:2008 certification.

The Quality Management System integrated as well as the full process lifecycle: from signing LoI to service delivery were ISO qualified by Quality Austria.

PrioritiesPriorities

Why Bulgaria?Why Bulgaria?

Services We ProvideServices We Provide

Services We ProvideServices We Provide

Linguistics – a Shrinking WorldLinguistics – a Shrinking World

Language SupportLanguage Support

We continuously We continuously upgrade our upgrade our

database of nearly database of nearly 1,000 people with 1,000 people with

both technical both technical knowledge and knowledge and

foreign languagesforeign languages

Recruitment – Our Staff Are Your Staff!Recruitment – Our Staff Are Your Staff!

Account ManagementAccount Management

Implementation – Smooth & SeamlessImplementation – Smooth & Seamless

Implementation – Structured & ControlledImplementation – Structured & Controlled

We have developed our internal technical solution, which includes number of different modules working in perfect harmony. We have developed our internal technical solution, which includes number of different modules working in perfect harmony.

Some of the benefits using our solution:

Technological solutionsTechnological solutions

PremisesPremises

PortfolioPortfolio

Why are we different?Why are we different?

60k is the fruit of a dream. We have created an environment of trust and respect. Our transparency and love for the work we do make our Customers feel that

we are an extension of their businesses.

60k is the fruit of a dream. We have created an environment of trust and respect. Our transparency and love for the work we do make our Customers feel that

we are an extension of their businesses.

We give no less than what we expect to

receive. We set high

challenges for ourselves and

help our Customers meet and

exceed their goals.

We give no less than what we expect to

receive. We set high

challenges for ourselves and

help our Customers meet and

exceed their goals.

We under commit and over deliver.We under commit and over deliver.

We tell the truth.

We tell the truth.

"60K promises you innovation and service excellence from"60K promises you innovation and service excellence from a company you can trust. a company you can trust.

Our quality policy is to provide only the most reliable,Our quality policy is to provide only the most reliable, responsive and cost-effective responsive and cost-effective

products andproducts and services that meet orservices that meet or exceed customer expectationsexceed customer expectations..

We are committed to operational excellence,We are committed to operational excellence, reliable service levels and believereliable service levels and believe

in prompt, courteous and effectivein prompt, courteous and effective customer representation"customer representation"

Mission StatementMission Statement

Contact DetailsContact Details

Follow us on: Follow us on: Visit us at: www.60k.bg Visit us at: www.60k.bg

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60K Corporate May 2011