Vlinks5 Connect Solutions

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For more information, contactFred Chua

[email protected]

+63 2 6516772, 73 (Local)+1858 346 1305 (US Direct)+1 800 371 6224 (US Toll Free)+44 808 168 3475 (UK Toll Free)+61 1800 247 724 (AU Toll Free)

This Corporate Profile has been prepared by Magellan Solutions for the sole use of the

intended recipient's confidential evaluation of Magellan Solutions' qualifications as a potentialbusiness partner. This Corporate Profile contains confidential and proprietary informationcritical to Magellan Solutions' operations. Any use other than that for which it is intended, byany party in whole or in part, in any form or by any means, without express written consent ofMagellan Solutions is strictly prohibited. All of the information contained in this Corporate Profileis subject to change and modification by Magellan Solutions at any time without notice.
mailto:[email protected]:[email protected]


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Table of Contents

I. Introduction 4a. Overview 4b. Magellan's Advantage 5c. Management 6II. Services 11a. Contact Center Services 11b. Business Process Outsourcing Services 11

III. Human Resources Management 12a. Recruitment 12b. Training 13c. Retention & Motivation 14

IV. Center Management 15a. Mission and Vision 15b. Culture and Values 16c. Organizational Structure 17d. Operations 18e. Quality Assurance 18f. Program Management 19

V. Technology 20a. Network Infrastructure 20b. Telecommunications 22c. Call Center Architecture 23

VI. Business Continuity 24

VII. Security 24

VIII. Facility 25

IX. Clientele 26

X. Profile 27


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I. Introduction

a. OVERVIEW

Magellan Solutions Outsourcing, Inc. (Magellan) is a Philippine corporation registered

with the Philippine SEC in 2003 primarily for the purpose of developing businessopportunities in one of the Philippines' most rapidly growing industries - Contact Center andBusiness Process Outsourcing Services. Currently, Magellan is providing technicalsupport, reservation services, directory assistance, appointment setting, B2B/B2Ctelemarketing, order taking, customer services, voice transcription, surveys, webchat,email, and web development services to our growing roster of SME clients.

Formal operations began in August 2005 as a purely inbound contact center. However, itquickly became highly diversified, eventually servicing both outbound and inbound afteronly a few months of operation. Magellan knew that to be competitive, its approach wasto focus on its flexibility and the pursuit of service excellence for SMEs in the industry. Itsclients ranged from industries such as telecommunications, retail, manufacturing,medical, consumer products, and technology to name a few. In May of 2007, Magellanventured into a wider spectrum of Business Process Outsourcing by going into voicetranscription services.

The year 2010 has been a banner year for Magellan, closing several outsourcingpartnership, including a fortune 20 telecommunications provider with more than 250

agents. By expanding to its second contact center, Magellan grew from an initial team of 14FTEs, it now stands at more than 400 FTEs currently servicing more than 15 clients indifferent industries, and running a full 24/7/365 day operation. Magellan's seatingcapacity now stands at 560 seats.

Magellan employs the latest telecommunications and call center technologies to providethe most cost-effective, yet fully-redundant system for its clientele. The company usestechnically advanced VoIP equipment and is 100% digital. Although, the flexibility of oursystem still allows us to connect to legacy equipment as well.

To achieve its growth, the company invests heavily in its people and employs a dedicatedgroup of individuals that have one goal, and that is to provide the best service for itsclients.


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b. MAGELLAN'S ADVANTAGE

Based on the a research conducted by the U.S. Small Business Administration(SBA),an independent federal government agency devoted to managing small businesses,small firms represent 99.7% of all employer firms, employ half of all private sectoremployees, and pay more than 45% of total U.S. private payroll. In turn, small callcenters and answering service bureaus control more than 70% of the total number of callcenter seats in the US. Compared with much larger call center operations, this part of theindustry has been mainly untapped in the offshore call center world because of theproblems they face outsourcing their operations offshore. Unlike large multinationalcompanies with worldwide expertise and years of experience offshoring, SMEs do nothave the same experience and presence in offshore locations. This makes it moredifficult for them to offshore their business.

This is where Magellan plays an important role. We are a company focused primarily onSmall-to Medium-sized businesses in the contact center industry. Magellan is a companythat can effectively service the concerns of SMEs, which may have minimal formedstructure and are highly dynamic. Magellan is a highly flexible contact center operation thatprides itself with its responsiveness to changes, and highly personalized approachwith all our clients. We at Magellan believe that in order for us to be successful, bothparties need to be in close coordination regularly so that mutual development isachieved. We believe in working closely with our client and working as true partner. Ourcompany has a very proactive approach in dealing with our clients because we'd like tocontinuously satisfy our client's needs. We always believe that the growth of our

company lies with the growth of our small to medium sized partners/clients. Weaccomplish this task by being transparent in our actions and being open to changes.

Technology:

Technology plays a big role in providing for our needs and the client's needs. Magellanhas the capability to handle any system requirements because we have adopted veryflexible, scalable and highly dynamic solutions which we have been able to implementeffectively in our operation. Such flexibility lies in our effective implementation of our opensource PBX and IP gateway. Our company has been a pioneer in solutions that purelyrun on IP/VoIP platform.

Aside f rom this , we pride ourselves on being fully redundan t in al l aspects of our

infrastructure. We have implemented triple redundant dedicated leased lines that areconnected to a multitude of IP backbones. This prevents latency and voice quality issuesoccurring in our voice connection. Power redundancy is also handled using UPS for allcritical equipment, and this works in tandem with an Automatic Transfer Switch (ATS)


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which automatically enables Magellan to switch power to the building's 2x 350KVA

backup power within 2 minutes. The generator can run for 5 days without normal power.

Employee Retention:

We have been doing extremely well in maintaining our staff because of the unique familycorporate culture which we have been successfully implementing. In our contact center,people are our primary asset, and by retaining good agents, we can provide the typequality customer satisfaction that our customers and clients demand from us.

Flexibility:

In dealing with SMEs, our company has been structured in such a way that we can bevery flexible and quick in handling changes implemented by our clients. We have a highlydisciplined management style, and a streamlined technical process that provides efficientinformation dissemination throughout the company.

Our approach is simple, strive for the overall wellbeing of the program, and satisfy ourclients as soon as possible.

c. MANAGEMENT

Fred ChuaChief Executive Officer

Fred Chua, a Philippine-certified electronics and communications engineer, is the ChiefExecutive Officer and a Director and co-founder of Magellan Solutions Outsourcing, Inc.

Fred was previously a manager at eTelecare International, a company now employingmore than 10,000 agents among thirteen contact centers in the United States and thePhilippines and one of the pioneers of the offshore BPO solutions industry in thePhilippines. At eTelecare, Fred was responsible for managing several teams andserviced accounts for some of eTelecare's most prominent clients, including American

Express Co., Comm South Companies, Inc., Dell Inc. and HealthAllies.com. Previously,Fred was head of quality control, testing and design at Electone Electronics Mfg. Corp., aleading Philippine manufacturer of high-fidelity stereo speakers since 1975.


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Fred initiated Electone's transition to ISO 9001 and negotiated production outsourcing

contracts with Panasonic, Sharp and Sony. He also supervised Electone's corporaterestructuring, improving yields and quality and developing. And implementing animproved marketing strategy, resulting in an approximately 40.0% increase in sales andparallel increase in market share. He was also the leading sales manager for theindustrial/manufacturing sector at Total Information Management Corp. (TIM), one of thelargest and leading information technology companies in the Philippines. Fred wasinstrumental in the development of this new market sector for TIM which expanded thecompany's sales outlook.

A native of the Phil ippines, Fred is fluent in English and Pil ipino (Tagalog) and is

knowledgeable in Mandarin Chinese and the Hokkien Chinese dialect.

Aaron Goach President/General Counsel

Aaron Goach, an American citizen and Hong Kong resident, is a co-founder and Directorand the President and General Counsel of Magellan Solutions Outsourcing, Inc. Aaronhas eight years' experience living and working in the Asia-Pacific region.

Currently, Aaron is a Director in the Global Origination Counsel Group of the Office ofGeneral Counsel at Merrill Lynch & Co., Inc. Employing some 60,000 professionalsacross 40 countries and territories, and controlling total client assets of almost U.S.$2

trillion, Merrill Lynch is the world's largest brokerage and one of the world's leadingwealth management, capital markets and advisory companies, a leading global trader andunderwriter of securities and derivatives, a strategic advisor to corporations,governments, institutions and individuals worldwide and, via its 55% stake in BlackRock, oneof the world's largest publicly traded investment management companies, with morethan U.S.$1 trillion in assets under management.

Based in Hong Kong, Aaron is a senior legal counsel to Merrill Lynch's corporate financeand capital markets businesses in Greater China and six other countries in the Asia-Pacific region. Aaron was a principal member of the Merrill Lynch team that executed thelargest equity initial public offering in world history, the 2006 U.S.$22 billion simultaneousHong Kong and Shanghai listings of Industrial and Commercial Bank of China Limited.Previously, Aaron was an associate with the United States Corporate Group in the HongKong office of Freshfields Bruckhaus Deringer, a leading international law firm

headquartered in London with 2,500 lawyers and 26 offices worldwide and approximately1 billion in annual revenues. Aaron began his career as an associate in the New York


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office of Pillsbury Winthrop Shaw Pittman LLP, an international law firm headquartered in

New York and San Francisco with 800 lawyers and 14 off ices worldwide andapproximately U.S.$600 million in annual revenues. Aaron's experience in privatepractice includes representing some of the world's most prominent industrial companiesand financial institutions in a broad range of international financial transactions, includingexchange listings, public offerings, private placements, tender offers, takeovers, strategicinvestments and joint venture transactions.

Aaron is a native English speaker and has attained fluency in Spanish (Castil ian),competence in Cataln and basic knowledge of Cantonese and Pilipino (Tagalog).

Jenifer SunSecretary/ Treasurer

Jenifer Sun, is the Secretary to the Board of Directors and the Treasurer of Magellan

Solutions Outsourcing, Inc. Jenifer is also a Senior Vice President and a Director of theimGAME Group, a Philippine holding company with significant multinational interests inthe SMS- and Wi-Fi-enabled gaming industry.

Jenifer has more than 15 years of management and marketing experience in theinformation technology industry, with major multinational corporations operating in China,India, Indonesia, Malaysia, Philippines, Singapore, Sri Lanka, Taiwan, Thailand, andVietnam. Jenifer has assisted in establishing the imGAME Group's SMS- and WiFi-enabled gaming operations in Greater China and the Philippines, supervised technical

planning and development and coordinated operations, quality control and informationtechnology standards throughout the Group. Recently, Jenifer was President andManaging Director at Software AG Phils. Inc., where she supervised all Philippineoperations, including sales and marketing, people management, channel management,professional services, financial oversight and ebusiness and mobile commerce businessdevelopment.

Previously, Jenifer was Marketing Manager at IBM in the Philippines and Singapore,responsible for planning and implementing marketing campaigns of IBM software brandsin India and Southeast Asia. Jenifer managed IBM's relationships with more than 30clients, including the top 20 financial services companies in the Philippines. Jenifer led amarketing team that developed relationships with 15 new clients in a single year. In just fouryears, Jenifer's marketing team increased IBM revenues attributable to East Asian financial

services industry clients from US$10.0 million to US$32.0 million and increasedIBM revenues attributable to East Asian manufacturing industry clients from US $1.5million to US$14.0 million.


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A native of the Philippines, Jeni fer is fluent in English and Pil ipino (Tagalog) and is

knowledgeable in Mandarin Chinese and the Hokkien Chinese dialect.

Giok Ping ChuaChairman

Giok Ping Chua is Chairman of the Board of Directors of Magellan Solutions Outsourcing,Inc. Ping is also principal owner of Worldwide Electronics Mfg. Corp., President ofElectone Electronics Mfg. Corp. and Chairman of Handwell Electronics Corp., leadingPhilippine producers, marketers and distributors of high-fidelity stereophonic systems,resistors and other electronic components.

Founded in 1968, Worldwide Electronics has evolved from an importer and wholesaler ofradio assembly components and accessories to become the second-largest Philippinemanufacturer of power transformers. Founded in 1975, Electone is a leading Philippineproducer, marketer and distributor of high-fidelity stereophonic speakers and relatedcomponents, including microphones, tweeters, woofers, sub-woofers, baffle systems andkaraoke systems. Electone's principal customers include many of the major stereo audiowholesalers and retail outlets in Metro Manila. Founded in 1991, Handwell is thePhilippines' sole manufacturer of ISO 9002-certified axial leaded carbon film resistors.

In its first year of operations, Handwell expanded its resistor-production capacity to 120million pieces per month, capturing the interest of a major Taiwanese investment group.Today, Handwell remains committed to delivering only the highest-reliability products.

Handwell's principal customers have included many of the most respected electronic-components distributors based in Japan, Korea, the Philippines, Taiwan, the UnitedKingdom and the United States, including: American Power Conversion (APC) Phil., awholly-owned subsidiary of American Power Conversion Corp. and a Fortune 1000,Forbes 500, Forbes Platinum 400 and Nasdaq-listed company; Anglia Components, theUnited Kingdom's largest privately owned electronic component distributor; KitaCorporation, the Philippines' preferred distributor of AIWA systems; Maxon Systems(Phil .), Inc., a wholly-owned subsidiary of Maxon Telecoms, Ltd. Of Korea;National/Panasonic (MEPCO), a wholly-owned subsidiary of National/Panasonic ofJapan; Saisho Onkyo Inc. and Techtuit Co., Ltd. A native of the Philippines, Ping is fluentin English, Pilipino (Tagalog), Mandarin Chinese, Cantonese and a number of regionalChinese dialects, including Hokkien, and is knowledgeable in a number of other Asianlanguages, including Nihongo (Japanese).


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Johanna GoachVice Chairman

Johanna Chua is a Non-Executive Director and Vice Chairman of the Board of Directors

of Magellan Solutions Outsourcing, Inc. Currently, Johanna is a Managing Director, ChiefAsia Paci fic Economist and Head of Asia Paci fic Economic and Market Analys is atCitigroup. Based in Hong Kong since 2000, she oversees overall economic researchacross the Asia Pacific Region (ex-Japan), covering both fixed-income and equitymarkets. Previously, Johanna was the Chief Asia Emerging Markets Trading Strategist(Fixed Income, Commodities and Currencies), and the Asia Sovereign Credit Analyst.

The Asset magazine rated Johanna No. 1 economist in 2006, 2007 and 2008. Johanna

was a leading member of the Citi team rated No. 1 in fixed-income resea rch byFinanceAsia magazine in 2008, 2007, 2005 and 2004 (No. 2 in 2006). FinanceAsia alsorated Johanna No. 1 in sovereign credit research for eight consecutive years (2001-2008)and ranked her among the "Best Analysts" across all sectors, including corporate credits (No. 8in 2008, No. 2 in 2007, No. 3 in 2006, No. 2 in 2005). The Asset local-marketsurvey 2007 ranked Johanna No. 2 analyst in Indonesia and No. 3 analyst in Singapore.

Johanna was the valedictorian and a summa cum laude graduate of the University of thePhilippines School of Economics. She earned her doctoral degree in economics atHarvard University, where she held various teaching assistant positions at the HarvardFaculty of Arts and Sciences and at the Kennedy School of Government. Johanna hasalso worked with Lehman Brothers' Sovereign Strategy Group in New York and with theInternational Monetary Fund's Fiscal Policy Division in Washington.

She has conducted research with the National Bureau of Economic Research, HarvardInstitute for International Development and the University of Connecticut's FoodMarketingPolicy Center.

A native of the Phil ipp ines, Johanna is f luent in English and Pilipino (Tagalog) andcompetent in Chinese (Mandarin, Hokkien).


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II. Services

Magellan Solutions Outsourcing Inc. can provide a wide range of contact center services and

Business Process Outsourcing services to a variety of SMEs.

a. CONTACT CENTER SERVICES OFFERED

Order Taking/Processing Telemarketing (B2B) and Lead Generation Helpdesk and Technical Support Services Webchat

E-mail support Facsimile Customer Care Directory Assistance and Dealer Location Telemessaging (Telephone Answering Services) Billing and Payment authorization Advisory Services Collection Credit and Sales Verification Loyalty Program Management Market Research Appointment Setting Telemarketing/ Direct Selling Surveys

b. BUSINESS PROCESS OUTSOURCING SERVICES OFFERED

Web Development and eCommerce solutions Animation Data Processing Services (Data Encoding, Voice Transcript ion & Medical

Transcription) Applied Engineering Services (CAD Software Applications) Professional Support Services (Records Management and Research Services) Legal Process Outsourcing (LPO) Accounting, Payroll and General Back-office Services


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III. Human Resources Management

The element most significant to Magellan's long-term success will be its ability to recruit,

train, retain and develop its human resources. The following discussion describes Magellan'ssolution to this critical sphere.

a. RECRUITMENT

In today's call center industry, the task of recruiting qualified people is becoming harder

and harder to achieve. For the most part, recruitment difficulties are caused by directcompetition with several hundred call centers spread across Manila, the capital of the

country. With several call centers in the industry, we set ourselves apart not only byfocusing on the obvious compensation and benefits package, but by addressing otherequally important needs of employees, namely:

Management -reliable and trust-worthy company for them to respect and grow with.Open management style that encourages people to speak up about their concerns.

Environment - Family atmosphere that encourages open communication, and takescare of them. We pride ourselves by having co-employees that take care of each other.

Location - Unlike most call centers in Metro Manila, both centers are located in SanJuan City, where less than 5 contact centers are located. This enables Magellan to havea direct geographic advantage in its vicinity. Most contact centers in Metro Manila are

either situated in the Makati Business District, or the Ortigas business center. In thoseareas, most call center agents jump from center to center, contributing to very highattrition level amongst the call centers.

Magellan's employee recruitment efforts have included the following specific methods:

Placing prominent advertisements in national and Metro Manila newspapers, onmajor Metro Manila radio stations and on its own Web site and elsewhere on theWeb;

Participating in job fairs sponsored by the government, major universities andother institutions in Metro Manila and elsewhere;

Targeting and approaching candidates directly in limited circumstances; Placing job advertisements in online recruitment websites;


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Utilizing the personal social networks of senior executives and middlemanagement.

Targeting nearby residential zones in San Juan city, by all advertising meanspossible.

Magellan has deployed a rigorous selection process that has yielded only the bestemployees from the candidate pool. Our process implements a four-step, multilevel,employee screening process consisting of the following:

Resume screening Guide Phone Interview Psychological, IQ and Communications skills exam Character probing final interview Departmental interview

b. TRAINING

Magellan Solutions has a two-week, in-house, core foundation training p rogramconducted by in-house trainers. The core foundation's training program would include:

Orientation to Magellan Solutions' corporate practices, policies and procedures; Introduction to North American political and physical geography, modern history and popular culture; International skills and etiquette for telephone, e-mail and Web-based communications; Sales skills; Advanced customer service skills; and Information technology systems training, focusing on CRM systems. Upon completion of the core foundations training program, the agents will undergo a

client-specific training that will educate agents on how to handle specific accounts as

required by the client. The specific content and duration of the client-specific trainingprogram would vary depending on the requirements of each client.


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c. RETENTION & MOTIVATION

Fulfilling immediate requirements, sustaining and managing current levels and achieving

future projections for employee staffing will require the constant attention of Magellan'smanagement. Continuously improving its service quality will depend on Magellan's ability tominimize employee attrition rates. As the off-shore BPO solutions industry in thePhilippines continues to develop, and labor markets in Metro Manila, Cebu and otherimportant labor centers continue to tighten, attracting -and, more importantly, retaining -the best employees will become increasingly critical. Magellan offers something different. Weprovide an enriching environment where being a part of it becomes a self-fulfillingexperience of really being in a community.

Our strategic plan projects controlled and sustainable growth; Magellan has always beena company that takes care of its people because employees want to be in a company thatthey know will take care of them. Accordingly, we have successfully portrayed Magellanas offering an attractive combination of a friendly, close-knit, informal corporateculture and competitive compensation, including customary fringe benefits. Magellanstrives to become personal, yet still have a corporate environment.

Motivation of the employees is encouraged by developing a sense of urgency with theemployees in being part of the whole team. The growth of the company is associated with theirdedication and determination in making the programs they are tasked to handle,work well. Salary or commission incentives only play a part role in pushing agents toperform better. Real motivation comes from the agents loving who they are working for.

We have been able to provide that environment where people want to be a part of.

Lastly, Magellan's geographic location provides it with some advantages over areas thatare highly concentrated with call centers. Being one of a handful of call centers situated inMandaluyong City is a blessing as Magellan is able to tap into an unsaturatedresidential pool around the vicinity.


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IV. Center Management

a.MISSION AND VISION

Magellan's visionis to become the largest and most recognized Philippine provider ofcontact center services for small-to-medium sized enterprises, entrepreneurs andprofessionals.

For our Clients:

To provide the same complete quality of service offered by large multi-national call

centers, to the SMEs, entrepreneurs and professionals in all the major and emergingmarkets.

To provide a close "partnership" like arrangement where the goal is mutual growthand success.

For our Employees: To provide a family atmosphere where its employees strive for the good of the

company, and are rewarded based on performance, team work and dedication.

To provide an environment where employees want to grow because it provides asupportive group that is dedicated for the well-being of everyone.

Magellan's missionis to provide superior value to our clients by offering contact centerand business process outsourcing services with five important value levers:

High quality customer service and back office associates; Best practice management processes; True cost saving proposition; Process transparency; and Continuous improvement methodologies


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b. CULTURE AND VALUES

Magellan has identified three concepts as the foundation of our culture, and these are:

Open Management Style : The main object ive is to promote opencommunication, high part icipat ion, mutual respect, and courage andconsideration in giving and receiving feedback.

Performance-based: Magellan strives for continuous improvement by promotinga performance-based environment with clear goals and expectations, ongoingfeedback and evaluat ion, coaching and mentoring, and meri t -basedcompensation.

Supportive: The task of Magellan is to provide all the tools, training, andmentoring necessary to help each employee in achieving continuousimprovement and personal growth, eventually achieving service excellence for itsclients.

Core Values that are instilled in the corporation are the following:

Teamwork: We value team accomplishments that advance the success of ourclients

Client Satisfaction: We understand our client's business and strive to contributeto their success and satisfaction. Flexibility: Magellan and its employees are flexible to the needs of the clients

because the industry is fast moving and constantly changing.

Initiative: Magellan and its employees proactively generate and act onimprovement ideas.

Dedication: Our main goal is excellence in everything we do. We strive hard toachieve it this goal.

Integrity: We strive to maintain the highest standards of fairness and ethics in alltransactions with our clients, employees and the communities we serve.


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c. ORGANIZATIONAL STRUCTURE


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d. OPERATIONS

Magellan implements a continuous improvement methodology focused on setting

expectations, monitoring, evaluation and coaching. Central to this process will be the roleof team leaders, who will supervise a group of agents, assigned to a specific program orcampaign. Account supervisors continuously monitor campaign/program metrics, andrelay summary report to the Team Leaders.

On the other hand, the team leaders will continuously monitor agent performance metricsand do appropriate measures to improve on each concern. Team leaders' responsibilitiesinclude:

Analyzing employees' metrics; Monitoring random agent recordings, doing live call barging, assessing e-mails or

webchat; and

Motivating their respective teams, by means of various group bonding activitiesand/or incentive programs.

Magellan's technological infrastructure includes a CRM system that would accurately,effectively and efficiently monitor and interpret a broad range of performance metricsdirectly or indirectly related to achieving service quality targets and other objectives.Magellan's management/supervisory team will closely monitor and apply these metrics to

continuously improve the performance of each agent.

e. QUALITY ASSURANCE

With respect to service levels, discussion with clients on the agreementfor the following:

Specific metrics for Magellan's agents, which will vary depending on thetype and complexity of the work to be performed;

Time frames for achievement, which also will vary depending on the typeand complexity of the work to be performed; and

Corrective and remedial measures, including servicecredits, to be implemented in the event of unachievedtargets.


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Magellan is currently incorporating the Six Sigma methods to improve employee overall

performance. Employee promotions will be dependent on performance statistics, qualityassurance evaluations, team effectiveness, values and character. Magellan's qualityassurance specialists will conduct call barging- listening to a predetermined number ofeach agent's calls, chosen at random, in an effort to monitor and rate those calls inaccordance with a standard checklist of service criteria. Agents will be graded on thebasis of whether they are courteous, polite and grammatically correct in theirconversations with callers, and their performance will be recorded and discussed inperiodic, formal evaluations. As a quality assurance backstop, in the contact solutionscontext, Magellan Solutions will encourage the client to conduct its own call barges to

hear firsthand how Magellan Solutions' agents handle customer calls.

f. PROGRAM MANAGEMENT

The initial stage ofimplementation consist ofgathering concrete datanecessary for training,system integration, qualityassurance, and otherinformation needed for the

program. Theimplementation managerworks directly with the clientto determine all therequirements that the center wi l lneed to a t t a in t heobjectives of the client.

For staffing concerns, theHR manager will beinformed by theimplementation manager for staffingrequirements andexplain the trainingobjectives so that a properallocation for training wouldbe prepared.


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The implementation manager will then coordinate with both the client specific trainer,assigned by the HR manager, and the QA supervisor, assigned by the Operationsmanager, to address training needs and setup the QA guidelines, respectively. The clientspecific trainer and QA supervisor will make sure that the proper objectives are achievedin respect to certain timelines that need to be followed.

They will initially coordinate and handle the incubation group of agents that will beassigned to the program. They will work with the incubation group until such time thattargets are met, and then the group will formally go into the operations department, withthe proper turnover of all information necessary to sustain the program.

Concurrently, the management information systems manager will also coordinate with theimplementation manager to determine system resource requirements. The MIS manager wil l

make sure that provisions are properly allocated for the program, such asworkstations, licenses and communication bandwidth. He will also design the appropriateprogram workflow that will address all the needs of the program. The information systemdepartment will also handle such tasks as system scripting, calling list management,program automation, entry forms, setting up reporting templates, etc.

V. Technology

a. NETWORK INFRASTRUCTURE

Our call center infrastructure is highly scalable with open source architecture for some of

our PBX and IP gateway requirements using the latest in Asterisk and Digiumtechnology. We are also fully redundant with our Cisco Routers, Firewalls, and the entire LANconnectivity. Magellan is utilizing software-based PaBX / Dialer system fromTouchstar Software Corporation. TouchStar Software is built on an open architecture,Windows 2003 Server and Microsoft SQL Server platform, and state-of-the-art DialogicSCSA telephony components. TouchStar Software provides robust predictive dialing andblended inbound/outbound, ACD, and IVR features that were previously affordable to onlylarge companies. These new systems provide an innovative, all-in-one, contactcenter communications infrastructure that provides the best ROI, and an easy solution tothe growing demands of contact center services.

The Touchstar system is an easily scalable platform, the system's capabilities include callcontrol, automatic call distribution (ACD), private (automatic) branch exchange

(PBX/PABX), computer telephony integration (CTI), interactive voice response (IVR),customer relationship management (CRM), voice mail, facsimile, e-mail, web chat,unified messaging, recording and outbound campaign management.


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Predictive Dialing Its features include Simultaneous Multiple Campaigns, AgentScripting/Data Integration, Preview Dialing Option, On-The-Fly CampaignConfiguration and Record Loading, Agent and Campaign Call-Backs and SeparateCampaign Dial Pacing.

Enhanced IVR (Interactive Voice Response) Skills Based Routing (Business rules for routing of Inbound Calls using DNIS, ANI

and DTMF) routes calls to agents most skilled at meeting a particular need, greatlyincreasing customer satisfaction.

ACD (Automatic Call Distribution) Dynamic Call Blending passes both inbound and outbound calls to the next available

agent practically eliminating periods of agent inactivity.

Integrated Customer Relations Management (CRM) Call and Agent Reporting provides real-time reports by agent and/or campaign using

industry standard Crystal Reports to make adjustments and enhancements if needed.

Call Recording, Monitoring, Coaching, Conferencing, and Agent Text Messagingmanages the permanent digital recording of user selected conversations between callcenter agents and contacts. These recordings can be used for quality assurance,auditing or training purposes.

Flexible Agent Scripting allows data collection right in the agent scripts through theuse of HTML and ASP (Active Server Pages) for connection to the host database.

Multiple Simultaneous Campaigns Database Integration can be integrated with, host or legacy database systems via its

flexible Visual Basic and ODBC interface.

Call activity and history is tracked in a Microsoft SQL Server database providing easyaccessibility to the data for reporting and manipulating through standard SQL commandstatements.

Another platform that Magellan has successful implemented is the in ternally optimizedViciDial solution which runs under the Linux-based Asterisk PBX platform. All capabilitiessuch as ACD, CTI, IVR, PBX and CRM have all been integrated into one fully functionalsystem.It has proven to be robust, and very customizable to the needs of every client.Both Vicidial and Touchstar can be interchangeably used based on specific programrequirements from the client.


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b. TELECOMMUNICATIONS

Magellan makes use of state-of-the-art VoIP infrastructure that combines flexibility with

cost competitiveness. We have adopted the full VoIP solution ahead of most in thecontact center industry because we believe that by staying ahead of our competitors, wewill be able to offer optimum services at competitive rates.

With multiple redundant IP backbones and shared IPLC network serviced by the threelargest carriers in the Philippines, we are fully redundant with our data and voiceconnectivity, therefore providing seamless operation 24/7.

Currently, the company is also partnered with three different VoIP providers with severalgateways across the US, providing optimum voice quality and latency anywhere in thecountry. Our flexibility with our VoIP providers allow us to be able to call anywhere in theworld, while maintaining good voice quality.

Likewise, the flexibility of our solution allows us to partner with VoIP providers that arelocalized in a specific country or zone, therefore providing an optimal latency and minimalhop situation.


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c. CALL CENTER

ARCHITECTURE


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VI. BUSINESS CONTINUITY

Given the 24/7 nature of the offshore BPO solutions industry, Magellan's management

considers relevant uncontrollable risks, weight the relative seriousness of such risks andformulate appropriate contingency plans that could be implemented, as necessary andappropriate, to minimize the operational impact of such risks.

Co-Location plan with an external disaster recovery site outside a radius of ten (10) kmdistance, Magellan will be able to provide a business continuity site which will serve as abackup center for agents, supervisors, and IT staff to be transferred in order to minimizedowntime effects due to force majeure on Magellan's site.

Data Backup process All internal data will be backed up continuously within severalstorage devices. On a bi-weekly basis, data will be stored in a different location for casesof unforeseen situations. Cloud-based storage solutions are also part of this redundancyprocess.

Power blackout process All critical electronic equipments have backup UPS that iscontinuously maintained for an 8~10min uptime period. The facility is connected to ashared redundant power grid with the high rise commercial building with 2x 350 KVAbackup generator.

VII. SECURITY

Magellan takes client security and confidentiality very seriously. We have made

measures to prevent security breaches of any kind by means of the following:

Data Security Network and IT infrastructure is located in a secured user accessedlocation for IT personnel only. All Data entry points (workstations, servers, etc.) arepassword protected for different levels of user access, and physical data entrypoints are all disabled. External breaches are prevented through several layers offirewall protection and antivirus software. Lastly, monitoring and audit processes areimplemented randomly by selected personnel.

Physical Security Our facility has full 24/7 detailed security which prevents anyphysical premise breach. Also, all exit doors are monitored with CCTV screens.

Access rights are permitted with the use of different level proximity card access.


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Confidentiality Policies Client security and confidentiality represent one of the mostvalued premium services we offer. All employees sign confidentiality agreementsprior to actual job assignments that are subject to the local laws of the Philippinesand can be prosecuted if breaches have occurred.

VIII. FACILITY

Magellan's facility in Mandaluyong City has a unique environment which is different from

the other call centers. In fact, the facility helps reinforce the family environment that we havebeen able to develop in the company. The end result is that employees feel more athome and attrition is kept at a minimum.

To date, Magellan has a total seating capacity of 560 seats (280 seats at the mezzaninefloor and 280 more at the 33rd floor) at Summit One, a prime business location that isconvenient to public transportation, proximity to telco nodes and a dependable powergrid. Our office has special amenities like coaching rooms, lounge area, sleepingquarters, full-sized pantry areas, conference rooms, and recreational/training roomfacilities.

Our call center has been setup to be very flexible and accommodate expansionrequirements for our SME clients.


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IX. Clientele

1.

2.3.4.5.6.7.8.9.

10.11.

12.13.14.15.16.17.18.19.20.21.

22.23.24.25.26.27.28.29.

Global Additions, LLC - Web Development

All Office Support - Lead Generation/ Appointment SettingAnswer Quick - Telephone Answering, Order Taking, Pledge programs800 Ideas.com Incorporated - Directory AssistanceOmni Globe - Customer Service/ Activation Mobile CommunicationsEnhanced Business Teleservices, LLC - Order Taking, Customer ServiceTelenational Marketing Inc. - Order Taking, Customer ServiceWorldwide Business Solutions Inc. - Telemarketing, Customer service, WebchatVirtual Causeway - Lead Generation, Surveys

Sunrise Valley Holdings LTD. - Telemarketing, Customer Service, WebchatFidelity Data Incorporated - Lead Generation/ Appointment Setting/ LiveTransfersHearst Communications, Inc. - TelemarketingSatellite Systems Incorporated - TelemarketingMessage Technologies, Inc. - Telephone Answering ServicesBloosky Interactive - Telemarketing

American Telemessaging Corp. - Telephone Answering ServicesNice Jade Corporation - Customer Service, Billing, Technical SupportMy Parent Rewards - Lead Generation/ Appointment SettingJott Networks, Inc. - Voice Transcription ServicesNuance Communications - Voice Transcription ServicesGreg Robert Enterprises - Order Taking

JuJ Computers and Networks - Outbound Telemarketing (Dubai, UAE)Kerrings PTE Limited - Outbound Telemarketing (Australia)Macphun Limited - Order Taking, Customer Service, TelemarketingCodan Canada (Conyers Dill & Pearman) - Help Desk SupportX6D Ltd. (Xpand) - Technical SupportBlue Ant Wireless - Help Desk Support: Consumer electronics

Availity, LLC - Data Processing, Outbound customer service, salesReal Vision LLC - Customer Service: continuity processes


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X. Profile

Company Name: Magellan Solutions Outsourcing, Inc.

PB Mezzanine Flr. Summit One Tower, 530 Shaw Blvd. Mandaluyong,Metro Manila, Philippines 1552

Telephone: +63 2 6516772, 73+1 858 3461305 (US Number)+1 800 3716224 ext 19001 (US Toll Free)

Fax: +63 2 7226772, 73 ext 19018+1 866 2096377 (US Toll Free)

Incorporation: December 2003

Services Provided:Inbound Order-TakingCustomer ServiceTelephone Answering ServicesTechnical/ Helpdesk SupportChat and Email SupportSurvey Campaigns

Appointment Setting

TelemarketingTelephone Directory AssistanceWeb DevelopmentVoice Transcription ServicesOther Business Process Outsourcing activitiesReservations and Bookings ServiceContinuity Management

Operational Capacity: 560 seats

Website: www.magellan-solutions.comEmail: [email protected]

Documents

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