The CanTalk Advantage Any Language. Any Application. Contents • CanTalk Overview • Service Capabilities • Update on the Canadian Scene • Call Centre Fulfillment • Summary Benefits Your CanTalk Capabilities • International Telecom Resale • Telecom Billing and Collection • Operator Services • Language Services • Prepaid Services • Call Center Services (inbound and outbound) • International Directory Assistance • Plus … All in the language of your customer’s choice! Applications • Government – health and public safety, • Telecom, • Legal, • Agriculture, • Finance and real estate, • Worldways. CanTalk – Your advantages • Combined 200+ years of Telecommunications Customer Service • Experience • State of the art 7x24 call center in Winnipeg, Manitoba • Network of language specialists off site and operator/CSR’s onsite • Extensive experience with international card transactions and reseller customer services • Knowledge of languages and cultures and in the development of marketing strategies aimed at ethnic markets • Patented language applications and routing engines • Process over 500 K calls per month CanTalk – Your Languages CanTalk offers multilingual operator and call center customer services in over 110 languages to over 140 countries • • Supported by a network of over 1200 interpreters and translators 200 on-site language specialists 350 remote operator agents • • • Call Centres/Contact Centres ADVANTAGES • • • • Fully customized, live-voice, advanced technology solutions Enables ethnic customer service, expands demographic reach A rapid solution for unpredictable peak volumes Reduces costs for contact center and language applications Call Centre Service Tailored to suit customer care needs • Billing inquiries • Help line • New product/service introductions or promotional initiatives • Valuable data collection, tracking up to 35 call details for marketing and technical attributes. •Why CanTalk? •Why Winnipeg? Why CanTalk? • Linguistic professionals specialized in business disciplines • High level knowledge of language and cultural differences • Accessible services from almost anywhere in the world • Advanced language telecommunications technologies • Internet applications and fulfillment • Strict standards and code of security and confidentiality • Escalating 24x7 technical and application support • Data recovery and analysis, crisis management/ disaster recovery • Can customize to any industry • Multiple and complimentary services • Customer report management process oriented Why Winnipeg • Qualified and educated workforce • Stable, educated and bilingual workforce • Savvy call center environment • Central strategic location • Strong work ethics • Cost competitive Language Services Language is at the center of everything CanTalk does • In language customer services • In language operator services • Over-the-phone interpretation and rapid translation • Custom or self-tailored translation • Custom-designed language service packages • Language consultation Your Customer People live and think in their native language. If you want to communicate with people of other ethnicities and have them truly relate to your products or services, you must speak the language…. ... their language. CanTalk as the Call Centre Provider • • • Customized language services and applications that will further extend and enhance your product offerings fueling revenues and fortifying greater marketplace presence within North American ethnic and international communities. One comprehensive setting, inbound contact center support and service offerings that would be value-add to existing customer service. In an outsourcing format, link CanTalk's call center and specialized language capacity to your existing services and infrastructure to achieve optimum efficiencies and maintain quality standards. Manitoba's Population by Ethnic Origin G e rm a n 14% J e wis h 2% It a lia n Ic e la ndic 1% 1% A bo rigina l 15% S o ut h A s ia n 2% C hine s e 2% C a na dia n 17% Uk ra inia n 11% H unga ria n 0% D ut c h 3% P o lis h 3% B e lgia n 1% P o rt ugue s e 2% F ilipino 4% Sour ce: St at ist ics Canada 1996 Census S c o t t is h F re nc h 5% 6% Iris h 0% E nglis h 12% Languages Serviced Somali Ser bo- Cr oat ian S p a n i sh 3% Ser bian Tagalog Swahili T a m i l 1% Vi e t n a m e se Sault eaux Sinhalese Slovak P unj a bi Yugoslavian 2% Ukr ainian Amhar ic Tur kish Albanian Russian 2% Romanian P o r t u g u e se Ar abic Bosnian C a n t o n e se Ur du 5% 23% Bengali P o l i sh Dut ch 4% M a nda r i n Ojibway Cr eole 6% Macedonian Cr oat ian Lit huanian Dar i Lao En g l i sh Low Ger man 9% Kur dish Hungar ian K or e a n 2% J a p a n e se 1% Fr e nc h H i ndi It alian 24% Khmer Gr e e k 1% 1% Hebr ew Gujar at i 13% Ger man Far si CanTalk Response and Fulfillment Plans • Dedicated multilingual support services • Other languages • Recruiting • Training • Quality standards • Service levels 4-12 second response time Customer Fulfillment • Customization process for assessment of customer requirements • Full customer service support - Technical review and application development - Data analysis and forecasting to support customer application - Language integration into customer application - Training – customization, - language specific, - technical application - Application implementation in to operations • Multiple technology deployment options • Project management implementation team process • On-going technology review process Quality • Proactive quality control process • Call monitoring, call quality, immediate feedback and control • Total quality philosophy • Customer satisfaction and continuous improvement Typical Client Objectives • Reduce cost of current bilingual services • Improve timeliness and provide direct two way communication "in" language •Improve efficiencies of response and seamlessly integrate with current operations •Ensure quality standard of qualified advisors •Build portfolio of extended supplementary services that provide new competitive advantages Ramp up • Strategic IT and IS growth planning • Marketing and engineering project teams • Modular and scalable technology platforms • Single layer implementation process • Client/Customer information process • Client/Customer sign-off Summary Benefits • 24 hour immediate access to 110 languages • Cross cultural experience and deep understanding of world cultures • Proven skills and capabilities in direct customer interface with inquiries and customer satisfaction issues • Experience and expertise in handling of emergency issues over the phone • Highly competitive rates •A central location to all time zones • Accent neutral language services agents continued Summary Benefits •A seasoned contact center environment with a skilled and knowledgeable labor force •Access to a private global network and telecommunications services such as collect, concierge and competitive long distance calling •Branded language and long distance card products for customers or employees •Innovative solution and strategies to complement business objectives •CanTalk's proprietary forecasting tool that reduces cost and overhead Call Management and Reporting Long Distance Call Handling Application Mobile Home At sea Office Train Cell Phone Caller places call through Telecom Provider G lo b a l T e le c o m CanTalk Voic e / Data Sw itch TDM / VOIP Call is routed to CanTalk Operator center Home At sea Office Train Cell Phone CanTalk’s Switch process’s Routing and Language algorithm to Determine Mobile •Country of Origin •Language •Country G lo b a l T e le c o m •Call Rates •Personalized Scripting Call is then connected. The appropriate operator follows script and request’s the destination number for dialing. CanTalk Voic e / Data Sw itch C antalk TDM V oic e / /DVOI ataP S w itc h OSP Home At sea Office Train Cell Phone Destination Number validated using LIDb database. G lo b a l T e le c o m Destination Number Dialed, And acceptance Of call requested. LIN E Inform ation D atabas e CanTalk Voic e / Data Sw itch C antalk TDM V oic e / /DVOI ataPS w itc h OSP At sea Office Train Cell Phone Home CanTalk operator G lo b a l T e le c o m completes the call leaving the caller connected to the destination party Cantalk Voice / CData Switch antalk TDM / VOIP V oic e / D ata S w itc h CanTalk Canada Language Operator Call Flow Operator Defaulted Call in Language Access Via Foreign and Domestic International Toll Networks Chinese Caller Japanese Caller Global Access Platform German Caller CanTalk Canada Language Centre Language Determination Algorithms German Language Chinese Language Other Languages CanTalk Canada Inc. --Language Centre CMS Call Statistics - Day, Time, Length of calls, Language Types, Call Volumes, and Billing. CanTalk OSP SAC Language Services Request Identified SAC SAC Language Services Request Identified Language Services Request Identified CTI On-Site Language Operators German Services Queue CanTalk Canada Inc. Proprietary Chinese Services Queue In-Language Operator Services Other Language Services Queue Language Types * Service Access Code Real Time Call Performance Monitoring Real Time Language Operator Monitoring Detailed Reseller Reports Daily Call Volumes : August 18, 2001 for Inbound Calls Country Of Origin Total Call Volume Billable Calls Billable Minutes Australia 1301 260 700 Denmark 143 29 50 Chile 30 6 30 Colombia 597 119 5788 Costa Rica 1783 357 444 Guatemala 989 198 268 Haiti 6375 1275 4456 Mexico 2507 501 221 Philippines 1122 224 111 St. Martain 288 58 44 Grand Total 15135 3027 12112 Emi 175 Third Party Billing Record 010501010521115700011210100109449224284000000010000000002454002400012000000000340000001000000 0000000000000000000954922228413337 062300000000000000000000000 Emi 175 Records For Destination billing Agent Scheduling and Forecasting Process for Inbound Calls Tabulation And Processing • Trend Analysis Date Creole English French Spanish Tagalog 8/20/01 2,733 941 723 862 750 8/21/01 2,969 850 678 780 695 8/22/01 3,156 883 697 873 812 8/23/01 3,490 916 863 802 763 8/24/01 3,397 901 811 843 833 8/25/01 2,969 862 733 881 792 Prepare Table Data Show Weekly and Daily Forecast Data Close CanTalk Service and Continuity Customer Care Interpretation Services CanTalk Canada Inc. On Site and Remote Services Operator Customer Care Workstation CanTalk VPN Services Fiber Link To Internet OSP Services Post/PrePaid, Collect, DA, IDA 1-800, ITFS, Private Line DS3/T1/DS0, Frame Relay LSP Services Interpretation, Contact Centre, Customer Care Programs ICR (Intelligent Call Routing) VPN Server NT/IP Dialogic Voice/Data Switch Cisco Router Operator Processes NT PBX Directory Assistance International DA Operator Assistance Collect & Prepaid Credit Card Call INTERNET Dedicated Frame Relay Line Firewall / Router Client Processes SQL Server Client Applications CDR Billing Application Development Virtual Mail Boxes Concierge Services Paging Services Forecasting Client Reports Web Server File/Application Server Mail Server File Servers Customer VPN Server Forecasting Database Proxy Server LSP Business OSP Business Remote Interpreter Remote Operator Assistance (ROA) Remote Access via Public Switched, ISDN Remote access via Public Switched, ISDN, ADSL and Cisco Voice Applications Any Language. Any Application.