Business Process Outsourcing

Inbound “LIVE” Solutions

For

2Connect, Bahrain W.L.L

_________________________________________________________________________________________

The document is solely prepared for 2Connect by MENA Business Services. All information contained in this
document is confidential and cannot be used for other purposes. The content of the document is based on the RFP
sent to MBS by 2Connect for Inbound “Live” contact centre solution. Any clarification or misinterpretation in this
documented should be brought to the notice of MBS for correction.

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MBS Inbound Contact Centre Proposal for 2Connect, Bahrain – Confidential
 Table of Contents

TABLE OF CONTENTS..............................................................................................................2
OPPORTUNITY STATEMENT....................................................................................................3
COMPANY OVERVIEW AND INTRODUCTION.........................................................................3
MBS PROPOSED SOLUTION....................................................................................................7
SCOPE OF PROJECT.........................................................................................................................7
INBOUND SERVICES..........................................................................................................................7
OPERATIONAL FRAMEWORK................................................................................................................8
IMPLEMENTATION PROPOSAL..............................................................................................13
................................................................................................................................................14
OVERALL SOLUTION..............................................................................................................14
1. MBS CSR TRAINING PROGRAM..................................................................................................14
2. RESOURCE PLANNING “WORK FORCE MANAGEMENT WFM”..............................................................18
3. QUALITY PROGRAM....................................................................................................................19
Call Monitoring Template.......................................................................................................21
4. REPORTING – STATISTICAL & GRAPHICAL.......................................................................................23
5. SECURE DATA AND COMMUNICATIONS............................................................................................26
6. REDUNDANCY............................................................................................................................27
7. DISASTER RECOVERY.................................................................................................................27
8. PROPOSED PRICING...................................................................................................................28
9. DISCLAIMER AND CONFIDENTIALITY.................................................................................................29
10. MBS REFERENCES.................................................................................................................29

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MBS Inbound Contact Centre Proposal for 2Connect, Bahrain – Confidential
Opportunity Statement
This proposal is the outcome from the RFP initiated by 2Connect Bahrain - the purpose of which
is to secure a firm that can provide “live” inbound call center support services in Arabic and
English between the business hours of 8:00 am – 8:00 pm 7 days a week including public
holidays.

Company Overview and Introduction

MENA Business Services (MBS) is a Dubai Outsource Zone (TECOM) based company. MBS is
the parent company for operational entities in Oman, the UAE and Bahrain, with future
expansions into Kuwait, Qatar and Saudi Arabia as business dictates.

MBS directly owns and manages the current operating company in Oman which is called
OmanLine. MBS commenced operations in January 2003 with four main operating areas:

 The first is our state-of-the-art contact centres. Offering outsourcing services to local,
regional and international businesses. MBS utilises the latest technology in offering contact
centre services e.g. Skill based routing, Report generation, Call distribution, CRM systems
and other associated technologies.

We can help meet the multi-channel needs of your customers by developing detailed business
and customer contact requirements for your CRM project. Our expertise involves documenting
and mapping end-to-end and customer contact processes and redesigning inefficient processes
prior to choosing a CRM application or mapping data. A key part of our CRM process analysis
includes defining the technology platform for a single face to the customer since it is an integral
part of maximizing the benefits of a CRM application for multi-channel customer access.

We manage all the business processes that makeup the entire customer experience. We deliver
solutions rooted in our core competencies of human capital, enabling technologies, and global
best practices to maximize client retention, and sustain long term revenue.

Outsourcing core business processes allows an organization to focus on the strategies that put
them in the business to begin with. MBS has the experience to deliver the skilled people,
innovative processes and technology, global infrastructure, and proven strategies necessary to
optimize customer relationships in an outsourcing solution.

We provide large-scale outsourced solutions to help manage every aspect of the customer
lifecycle, from acquiring and on-boarding through support and retention. Our outsourcing
services include certified processes for the following:

• Telemarketing sales and lead generation

• Back-office processing/data archiving
• Inbound and outbound customer management
• Multi-channel interaction management

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MBS Inbound Contact Centre Proposal for 2Connect, Bahrain – Confidential
• Customer satisfaction and retention
• Loyalty strategies and programs

At the end of the day, MBS makes it easier to acquire customers, get them on board, and keep
them on board longer.

• The second area is our training facilities. We offer training courses to GCC nationals in
the following disciplines: Medical Secretaries, Medical Transcriptionists, Sales, Customer
Service Representatives (Contact Centre Agents). To date we have successfully trained
over two thousand GCC nationals.

Overview of Contact Centre Training Offerings:

Our offerings include agent training for call/contact centers involved in order entry, customer
service, sales, and technical support. We offer customized training programs that we design,
develop, and pilot for agent staff.

We have the expertise to develop customized new hire and product training for your call/contact
center. Our methodology involves documenting and analyzing the business requirements and
customer contacts handled by your center. "As Is" call flows are mapped using our proprietary
methodology. We work with your team to design "To Be" processes as needed, then develop
the required agent training and monitoring processes. Some common examples when
processes need to be redesigned include:

 Web-enabled services to a center;

 Consolidating centers resulting in centralized and/or expanded product and service
offerings;
 Systemizing new hire training for efficiency and consistency.
 Define agent training performance standards and requirements;
 Conduct "Train-the-Trainer" sessions for client staff on-site and coach.

• The third area is Medical Transcription. MBS has a strategic partnership with one of the
leading global Medical Transcription outsourcing companies. Through this partnership MBS
offers medical transcription services to medical facilities in the Kingdom of Saudi Arabia and
in the United States of America.

MBS’s transcription services are easy, efficient, and cost-effective.

We support much unique dictation and transcription needs (file/document formats, system
interfacing, etc.). This ease of use allows us to exceed your most demanding dictation and
transcription requirements.

We customize our transcription services to your business processes, saving you the time and
effort involved in creating, editing, and correcting typed reports. When requested, your dictations
can be typed by select transcriptionists in our facilities.

If your current transcription service is billing you by line, word, page, minutes of dictation, report,
or note, you could be paying 30% to 100% more. With 24/7 dictation and transcription service

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MBS Inbound Contact Centre Proposal for 2Connect, Bahrain – Confidential
 and 99.99% up time you get your services when and where you need them - on your schedule,
not ours.

• The fourth area is Consultancy Services. MBS offers the services of its highly experienced
business consultants to companies who may be interested in setting up their own contact/call
centre but may not have this vertical as their core business. We offer services for an end to end
assessment and set up guidelines to develop an in-house call centre. As part of this service,
MBS also provides sub-contracting services to companies wishing to use our trained
professionals/selected workforce to render services for them within their office space/operating
areas for a given period of time.

MBS can help you maximize service delivery, increase efficiency, and reduce costs through
comprehensive contact center strategies and project management. Our expertise involves the
development of a comprehensive analysis and strategy, including quantifying the advantages,
risks, opportunities, and costs as well as project management for a number of call center
initiatives.

MBS can help you plan and manage all facets of your contact center requirements. Our
expertise includes detailed strategic planning, developing the business case as well as hands-
on project management and implementation, including defining the right technology architecture
at the right time, forecasting staffing requirements, and developing quality and human resource
programs. We have the expertise to develop correlation models that link sales and transactions
to customer contact frequency.

We can help you build or outsource a call/contact center that enables you to deliver cost-
effective quality services-on time and on budget. Our systems alignment process, which is
conducted in conjunction with your staff, ensures buy-in and transfer of our extensive call center
management know-how and expertise.

MBS Oman is located in the prestigious Knowledge Oasis Muscat (KOM) where it has state of
the art facilities, both from a technical and a Human Resource perspective. MBS Bahrain is
located in the heart of the prestigious Diplomatic Area in Manama.

MBS UAE operations are to commence from the newly established Dubai Outsource Zone
(DOZ) with setups in the near future in Abu Dhabi, Al Ain. Our call centre in Dubai houses 150
Contact Centre workstations. Work on the fit out of this operation is underway and the centre is
expected to be operational by the end of November.

The senior management of MBS has many years of experience in setting up and running
outsourced solutions to clients from many different verticals/industry segments in different parts
of the world. We also have extensive experience of operating Contact Centres in the Middle
East. Client experiences include MARH, Microsoft, HP, ADD, ART, Multi-choice, Alliance
Housing Bank, American Express, etc

MBS Contact Centre uses state of the art technology to meet and exceed our business partners’
requirements. MBS ensures that all components used in our infrastructure are from the top
suppliers across the globe thereby ensuring scalable and reliable Network and
Telecommunications infrastructure.

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MBS Inbound Contact Centre Proposal for 2Connect, Bahrain – Confidential
Data security for MBS is of prime importance. We ensure that we safeguard the data
information of our Business Partners with very high level of security and data access policies
within our centre.

In addition to our existing offices in Oman, Bahrain and UAE, MBS is in the process of setting
up Training, Medical Transcription and Contact Centres in Kuwait, Qatar and the KSA.

MBS’s regional offices are all networked by the means of the Virtual Call Centre technology.
This technology allows for Business Continuity Planning and Support offers agents, contact
center systems, infrastructures and management solutions maintain business operations in
times of need, when faced with a disaster. Solutions can be implemented within a 24-hour
period to help minimize loss of productivity and revenues.

In order to give you as much information about MBS as possible included is a sample customer
reference list, which is representative but not inclusive:-

1. Electricity and Water Authority – Bahrain

2. Ministry of Works & Housing – Bahrain
3. 2Connect – Bahrain & KSA
4. Labor Fund –Bahrain
5. Bahrain International Circuit
6. International Turnkey Services -Bahrain
7. Ministry of Health – Bahrain
8. Ministry of Commerce – Oman
9. Ministry of Labor – Oman
10. Ministry of Health – Oman
11. Alliance Housing Bank/Ahli Bank – Oman
12. Abu Dhabi Emiratization Council – UAE
13. Ministry of Labor – UAE
14. Sama Dubai Worldwide –UAE, Bahrain, Morocco
15. Du Telecom –UAE
16. Oman Mobile
17. Oman Tel
18. Oman Wastewater Services Company

* Please visit our new website for a detailed client list

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MBS Inbound Contact Centre Proposal for 2Connect, Bahrain – Confidential
MBS Proposed Solution
Scope of Project

Inbound Services
As per 2Connect’s request, MBS proposes to offer Inbound services for Bilingual support
(Arabic & English) for the customers of 2Connect 7 days a week, 365 days a year from 8am to
8pm handling upto 200 calls on average per week with occasional spikes in volumes.

Below you will find an example of how MBS handles Inbound calls. These will be customized if
required to meet 2Connect’s requirements:

INBOUND CALLS: CUSTOMER INFORMATION-

CONTACT CENTER CC-001
TRAINING-NURSING CALLS
A UTHO R :MBS Created 06 11 07 VER 01
T his Documen t Is Con fidential To M
BS

Client MBS-Contact Center R ele van t D epa rtme nt

Client contacts
Answer Inq uiry
Contact Center

Log Inqu iry in

CRM appl.

Inquiry
yes resolved in no
First Instance

Answer In quiry
and close in CRM Assign to relevant
appl. dep artment

1 day
Inquiry
received
End

Identify details
Verify customer no pending
yes Resolved
satisfaction resolution

Follow u p with
Clien t

* depending on SLAs (to be

determined/agreed)

x day (s)*
Operational Framework

CRM: Provided by MBS unless 2Connect wishes

Technology Connectivity between MBS and 2Connect: to be
provided by 2Connect
Service Timings Inbound: 12/7 days a week, 8am to 8pm
To be determined based on actual call volumes
Number of Shifts
received.
• 8 AM to 4 PM
Shift Timings Example • 12 AM to 8 PM

• Shift 1- X agents
• Shift 2- X agents
Number of Agents * Dimensioning as per actual volumes – sole discretion
of MBS based on KPI/SLAs agreed upon with
2Connect
• English
Language Skills • Arabic

Location MBS Premises

Project Period Contractual bond – 2 years, renewable

Services Inbound Generic Query Handling Services

• Daily/weekly/monthly qualitative and

quantitative reporting
Deliverables • KPI/Service Level analysis, quality monitoring
based on standard or pre-agreed upon levels
• 100% call recording facility
MBS Contact Center Technology Infrastructure and Capabilities

MBS Contact Center uses state of the art technologies such as call distribution, skill based
routing, screen pops, database applications, computer telephony integration, workforce
management, customer retention management and other associated technologies in order to be
able to address the requirements of its business partners. MBS ensures that all components
used in its infrastructure are from the top suppliers across the globe thereby ensuring scalable
and reliable Network and Telecommunications infrastructure.

Private Automatic Branch Exchange (PABX)

• Digital and Analog (Hybrid) system

• IP Environment
• Networked Call Centre Compatibility
• Digital Announcements
• On Hold Music
• Scalable
• Voice Mail with Remote Access

Interactive Voice Response (IVR)

• Provides 24x7 automated services

• Allows customers to choose their preferred language and other client specific choices
that help route calls in the most efficient manner to the most appropriate agent based on
skill sets.
 • Provides online and secure services with Pin number validation and also on caller
unique number
• Request for service or book complaint or a call back.
• Interactive online services allowing customers to retrieve information about services
without referral to live agents.
• Can be integrated with any databases to convert the output to speech (e.g. transaction
details, etc).
• Allows callers to request for documents to be faxed to them, via a fax gateway integrated
with the IVR
• Unique personalized greetings based on called number or campaign, music on
hold.
• Quality Assurance measurement after every call, the call will be transferred to the IVR
for customer direct input on quality of service.
• Store all activity information on the IVR per caller
• GUI based drag and drop call flow development and modification

Automatic Call Distribution (ACD)

• Advanced call handling features with customizable call routing.

• Provides for the transfer of calls based on the CLIP (Caller Line Identification
Presentation), i.e. the number dialed by the client’s customer.
• Skill based routing based on language, IVR selections or other defined skills factors.
• Ability to provide differing call treatment based upon predefined client requirements.
• Ability to define and monitor different service levels based upon client requirements.
• Fully IP Compatible
• Ability to network multiple Contact Centers with centralized database and reporting
• Real time agent and call traffic monitoring

Customer Relationship Management (eCRM) software

• Allows for secure, web based access for client partners to their campaign information
and related data.
• Provides for the capture and processing of customer details and related information.
• Fully integrated with the client’s customer data to present caller information to the CSA.
• Full customization of front-end screens and workflow based on the client requirements
• Ticket/problem booking and escalation based on defined service levels
• Full campaign tracking and Management
• Online Campaign monitoring, reporting and real time display for client partners.
• Store all caller information and communication
• Customized front end screen integrated with client database for “one screen” view to the
agent
• Integrated with the soft phone functionality to answer calls, transfer calls, login/logout,
send fax, send SMS, send email etc.

Voice Recording

• Digital recording of all or selected calls based on client and/or legal requirements
• Allows for use of voice files for quality assurance
• Identify training requirements based on the recorded conversations
• Secure voice transactions
• Archiving of all calls with customer interaction
Computer Telephony Integration (CTI)

• Web based front end fully integrated with the eCRM application.
• Preview & Progressive dialers (either automated or manual dial) for outbound
campaigns.
• Soft phone integration with the CRM application for single pop-up screen with controls,
at the click of a mouse.
• Fax document and SMS management through the web front-end based upon campaign
requirements.
• Stores full caller history (number of calls, time and date of calls, agent spoken to,
complaint history etc..)
• Management of call-backs to ensure that no calls are lost. All caller numbers are stored
and automatically assigned to agents for call back with reason for their call.
• Transfer calls back to IVR from menu selection on the agent web screen to allow for
example for secure password validation, fax requests or other processing requirements.
• Screen pop-ups based on the called number and/or IVR selections.
• Pre defined scripts to help agents to handle calls effectively

Multi Channels Contact (Web Portal)

• Enables customers to use their preferred mode of communication (voice, fax, email,
SMS etc.)
• Multi-Media Manager - Handles Emails and Web interactions the same way the voice
calls have been handled thereby increasing the overall customer service
• Reduce costs and increase efficiency by automating response to email queries and
routing the customer to the best skilled agent
• Web Communications- allows real time interaction with customers/registered users.
• Web chat and Collaborative browsing

In addition MBS technological suite also includes tools, systems and applications for
Automated Dialer, Workforce Management System (WFM), Knowledge Base System (KBS),
Online Tools & Reporting, Web Based Reporting, Customer Contact History, Real-time
Monitoring and more.
 TELEPHONY COMPONENTS
DETAILS BRAND VERSION/MODEL
PABX Nortel CS 1000s
ACD Nortel CCM 6.0
TAPI Nortel Version 6.0
CTI Nortel CCT 6
Soft Phones Nortel Meridian -12050
ACD Phones Nortel M 3905 & IP
Admin Phones Nortel M3904 / M3903
IVR Software Nortel Perphonics
IVR Hardware Nortel Perphonics
ITG Nortel ITG Line/Trunk Card
Call Accounting Ring Master

SOFTWARE APPLICATIONS
DETAILS BRAND VERSION/MODEL
Workstation OS Microsoft XP or 2003
Server OS Microsoft Servers 2003 Server
Database Microsoft SQL/Sybase SQL 2003/2007
Web Servers Internet Information Server IIS 6
Email Microsoft Exchange Server
Web Development Microsoft DOT net or ASP
Office Suite Microsoft Office
Standard/Professional
CRM Customized
Firewall Software Microsoft/Cisco
Backup Veritas or Arcserve
Reporting Tools Microsoft/Nortel Crystal Reports 9
Antivirus Mcafee/Trend Micro
Implementation Proposal
Once the strategic decision has been made and the contract agreed upon to outsource the
Inbound Contact Centre processes to MBS, it will then be admissible to take steps to
seamlessly transition the processes without impacting existing service levels. This is always a
challenge for both the client and the vendor as the success/failure has an immediate, direct
impact on customer satisfaction and loyalty. Process migration is a specialized effort and
typically involves members from several cross-functional teams comprised of internal and
vendor members.

Critical to success is communications clarity and prioritization through dedicated managerial

resources. Some critical functions involved include Administration, HR/Resource Management,
Information Technology, Operations, Product marketing and sales and others.

Project management is paramount to ensure a smooth transition and implementation and this
means following a project management methodology whereby we run the project through
phases.

Phase 1 (“Pre-Implementation” Approximately 2-4 weeks): The first phase is the pre
Implementation Phase where we need a clear understanding of requirements and goals,
followed by an analysis of the current state of customer processes within the client’s site and
our own enterprise and what it will take to migrate to the project goals. During this phase we will:

• Gather actual information to analyze the processes currently being implemented at

2Connect and obtain a clear understanding of the current Mode of Operation.
• Obtain statistical information to fully understand the dimensioning required to deliver
the services
o Estimate & Project Call Volumes: Modeling & Scenarios
o Develop Estimated Staffing Projections & Forecasts
• Review the current systems and applications being used to deliver the service to
obtain a clear understanding of the IT solution to be implemented (MBS/ 2Connect,
access, connectivity, etc.)
o Define the Start-up Technology Architecture, Including Functionality,
Features, Scalability Requirements. for ACD/PBX/Portals, Interactive Voice
Response Units (IVR's) & Voice Monitoring Technology, Multi-channel
Interface
o Define the Agent Workstation & Desktop Requirements
o Layout and configure the Telecommunications & Network Infrastructure
• Finalize the Contact Center metrics (Quantitative and Qualitative) and KPI to be used

• Determine the scope of 2Connect specific training

• Documenting the approved Future Mode of Operation processes and technology

• Develop a road map for the migration and implementation of the services respecting
the required levels of Service

As indicated in the last bullet the road map for the implementation of the services will be
finalized during the Pre Implementation phase – however changes can be made as per
2Connect requirements and MBS deliverables based on actual Mode of Operation
observations& statistics.
 PROPOSED IMPLEMENTATION ROADMAP for the
coming months
PHASE OCT NOV DEC JAN FEB MAR APR

2008 2008 2008 2009 2009 2009 2009

PHASE PRE

1 IMPLEMENT
ATION

PHASE INBOUND SERVICES

2

Overall Solution
MBS shall provide 2Connect with a Single Point of Contact to communicate and liaise with for
all project requirements during pre-implementation, implementation and continued performance
excellence deliverables. MBS commits to offering excellent support for generic enquiries
utilizing highly skilled agents who have the ability to convert even a general enquiry into an
interest in 2Connect’s products and services and generate sales. Most often how well a
company handles a generic enquiry dictates whether the prospects calling will consider its
products and become a customer. MBS guarantees that its agents have the ability to do so with
coordinated training and support given by 2Connect team.

1. MBS CSR Training Program

MBS offers a Training Program which prepares Customer Service Representatives for their
respective positions. Below you will find the Training Curriculum for this program:

MBS CONTACT CENTER CSR TRAINING CURRICULUM

1) CUSTOMER SERVICE SOFT SKILLS
4) CUSTOMER SPECIFIC PRODUCTS, SERVICES & SYSTEMS

The duration of the full Curriculum varies depending on the Customer Specific Products and
Services, Systems and Culture. However in general the full Curriculum is completed within 5
months. Below is an appreciation of the Basic Timeline:

 Customer Service Soft Skills modules: 3 weeks

 Customer Specific Products, Services & Systems: 2 weeks
Below and on the following three pages you will find a drill down of the different courses which
are included in the different Customer Service Soft Skills modules.

MODULES & COURSES

MODULE 1:Induction
Company Induction
Departmental Induction
MODULE 2: Introduction to Customer Service
Customer Service Fundamentals
Developing a Customer-Centric mindset
Who are your Customers?
Internal Customers
External Customers
Handling Customer Complaints
What does Customer Service means to you?
Developing a Customer Friendly Attitude
MODULES & COURSES
MODULE 3: Communication and Interpersonal Skills
Developing Effective Communication Skills
Non-verbal Communication Skills
Verbal Communication Skills
Professional Approach
The Art of Listening
Interpersonal Skills
Handling Conflicts
Team Building
MODULE 4: Customer Analysis - Knowing your Customer
Knowing your Customer
Customer Expectations
Assertive working Style – Results-Oriented
Analytical – Details-Oriented
Amiable – People-Oriented
Dominant Behavioral Style
MODULES & COURSES
MODULE 5: Presentations Skills
Presentation Skills
Power Point Presentation Skills
MODULE 6: Selling Skills
The Salesman
Personal Selling
The Selling Process
The Salesman's Role
Lost Sale Analysis
A Call Plan
Improving Sales Skills
Selling Tips
 MODULES & COURSES
MODULE 7: Managing Difficult Customers
What makes Customers upset?
What can you do to avoid upsets?
5 key steps to calming upset Customers?
Accurate Problem Identification
Confirm the Customer’s Value
Synchronize and Summarize
Calming yourself
MODULE 8: Telephone Customer Service
Mastering the Telephone
Answering the Telephone - A Professional Greeting
Active Listening
Putting Callers on Hold
Transferring a Call
Taking a Message
Closing a Call

MODULES & COURSES

MODULE 9: Corporate and Contact Centre Culture
What is a Culture?
Corporate Culture
Contact Centre Culture
Service Culture
Types of Contact Centre
Contact Centre Values
Creating and Projecting a Positive Image
Cross Functional Leverage
MODULE 10: Quality - Ensuring Service Excellence
Understanding Quality
Quality Metrics
Quantity Metrics
Call Monitoring
Quality Evaluation Sheet
Coaching and Feedback
Calibration
2. Resource Planning “Work Force Management WFM”
The key factors considered for the resource planning and sizing are as follows

Expected Service Levels MBS uses the Erlang formula to plan for the resources based on
the expected service level from the client. The SLA is a critical
measurable for the Contact Centre operations based upon which
the KPI’s and other measurable are defined.
Average Talk Time The measurable ensures that all agents are well trained and are
adhering to the procedures as defined to answer inbound calls. If
ATT in not monitored, then the Service could have a direct impact
leading to drop in service level.
Peak Days/Hours Based on the peak hour calls the resources are accordingly
planned to handle the calls. Breaks are assigned based on the call
traffic flow to ensure optimum utilization of the resources and limit
the abandoned or the hold time for the callers.
Language Skill set MBS ensures that the calls are routed to the skilled agents based
on the language selection. Ongoing analysis will be done on the call
flow to ensure that the language selection of the callers is directly
reflected on the resources available on shift with the required
language skills
Resource Utilization MBS ensures that the resource utilization is to the optimum. Based
on the analysis of the call traffic, during off peak hours the agents
are available to make outbound calls for customer satisfaction, data
cleansing or attending training to enhance their skills.
Forecasting Forecasting enables to plan for appropriate sizing of the resources.
For instance, the number of agents required could be more when
the utility bill is sent to the consumers. Forecasting is very critical to
plan the resources based on the skills on language and type of
calls.
After Office Calls MBS ensures that the calls received after office hours are
monitored on a daily basis. Based on the analysis there could be a
requirement to provide online IVR 24x7 services or alternatively
have live agents operational to handle calls during that period.

Seats to Agents required The number of seats ensures that there are x number of agents
calculation available to answer the calls however y agents may be required to
answer the calls. The agents required to man the seat could be
higher since agents will need to take lunch breaks, unexpected sick
leaves, no show at work or may have to undergo training. The Seat
to Agent ratio is calculated based on the call statistics, working
days, working hours etc..
Work Force Management Teleopti
Tools
3. Quality Program

MBS’s first objective is to provide each department of MBS with an ongoing flow of Q/A
information and to update everyone on the various project requirements.
As our first major step, MBS designed a "road map" outlining all the key Q/A issues and set out
to reach our quality destination by focusing on these specific areas of importance:

Corporate Philosophy
The principal theme underlying all MBS activities is "respect for the individual." This approach
shapes the company's relationship with its employees, clients and customers. In addition, our
quality assurance goal is: A Zero Complaint Environment.

Methodology
MBS internal Quality Assurance and Compliance departments are dedicated to helping our
CSR’s make rapid, accurate and confident decisions. We accomplish this through consistent
application of our proven and innovative methodology, reliable and valid data, and our custom-
designed service of frequent evaluations and calibrations.

Our Quality Assurance and Compliance Processes evaluate telephone, e-mail, fax and CRM
operating systems applications in real time and with historical analytics reporting.
MBS evaluates and audits all these means of customer communications and reports the scores
and detailed feedback to managers, supervisors and individual agents via an easy-to-use online
reporting system. High-level reports enable managers to compare services across a centres or
multiple centers. Detailed reports allow supervisors to view scores, attribute by attribute, at the
agent & process level. Individual agents can also view their own results, listen to scored calls,
and review feedback to help them improve their performance.

Quality Assurance Compliance and Information Program

Processes were created to provide the MBS management teams and clients with the following
information:

 MBS Business Requirements

 Client Compliance/ Information
 MBS Compliance/ Information
We are committed to informing, training, and reinforcing all applicable laws within our
organization and will continuously monitor proper phone etiquette and mandatory compliance
requirements throughout our Contact Center efforts. A comprehensive, effective Quality
Assurance Program which "exceeds" our clients' standards and embodies our belief that
"customer satisfaction is the best comprehensive advantage."

The Best Call Quality

Begins with: Hiring the best, Comprehensive training, Continuous assessment and coaching. All
calls should focus on the customer and you should hear the same consistent quality on each
call.

Monitoring
Why Monitor Calls?

 To ensure customer satisfaction;

 To clearly identify training opportunities;
 To measure and acknowledge superior performance;
Call Monitoring
One of our most important pillars in the MBS Contact Center is the Quality Assurance functions.
Following are the proposed Quality Assurance methods and parameters that MBS proposes.
We implement this Quality Assurance Program to determine the degree of excellence achieved
and deficiencies that need correction so as to ensure that we provide excellent service to your
valued customers. At MBS we have two facets to our Call Monitoring Program where we
monitor call quality for both live calls and recorded calls.

Live Calls  These are the real time calls in which Team Leaders/Supervisors/Managers
monitor and evaluate the calls adjacent to the agents or from a remote position and feedback for
these calls is provided within the same day and frequently immediately following the call. The
objective is to evaluate the performance of the CSR with respect to the quality of the service
being delivered to the customer and to coach them on any opportunity areas identified during
the contact.

Recorded Calls  These calls are recorded calls for later retrieval but furnish the same
purpose which is improving agents’ performance and productivity.

Monitoring Frequency  MBS proposal is for 2 recorded and 2 live calls per CSR every week.

Standardized Call Scripting  MBS uses Call Scripting to ensure that courteous, professional
and excellent Customer Service is delivered to the customer.

Monitoring Template  We use a Monitoring Template to assess the quality of service being
delivered by our CSR’s. It is a dynamic template with drop down fields and built in scoring
ranges. This tool enables the contact Center Supervisors top perform the required quality
checks, the respective assessments and to provide, accurate and pertinent feedback and
coaching paramount to deliver excellent customer service. An example of this Monitoring
Template can be found on the following pages and will be reviewed and finalized with the MOIC.
Call Monitoring Template

M
Techniques
MBS Quality Assurance Techniques

Performance Improvement Model

1. Identify quality performance standards that meet client expectations and follow Contact
Center management principles.
2. Train CSRs to meet quality performance standards -- competently and confidently.
3. Implement a call monitoring process that is scheduled, fair and consistent.
4. Calibrate staff members who monitor calls to ensure consistency in call evaluation.
5. Prepare Supervisors and Team Leaders to be effective coaches and provide proven and
uniform "prescriptions" to correct deficiencies.
6. Coach CSRs by reinforcing outstanding performance and providing support where required.
7. Implement disciplinary process for those out of adherence.
8. Review monitoring and coaching feedback for potential revisions of performance standards
and training.
9. Assess technology's impact and/or potential for performance improvement.
10. Communicate success and issues to corporate management and other parts of the
organization.
11. Conduct a call offered Pareto i.e. define the workload by arrival day/tie, caller segment, call
event, handle times, resolution/outcomes and business implications. This is the foundation to
determining staff schedules, staff skill sets, process/practices, enablement, technology needs
and performance metrics. Don't assume, define.
12. Conduct sufficient, weekly call monitoring by trained monitors utilizing a common approved
template and attending weekly calibration sessions to ensure accuracy and effectiveness.

The Quality assurance program should be well communicated to all staff before they even take
their first call. They should have a clear understanding of it's impact on them and it's purposes.
Quality program is not a disciplinary tool and all issues identified should be treated as a training
issue.

Quality, Contact Center Performance Metrics & Service Level Management

As a part of overall Quality there are many Performance Metrics that are measured in a Contact
Centre to determine its Service Levels. Some are focused on Productivity, some Quality and
some on Key Deliverables. However, the most important performance measures are:

• The average delay a caller may experience whilst waiting in a queue.

• The mean conversation time, otherwise referred to as Average Talk Time (ATT)
• The mean dealing time, otherwise referred to as Average Handling Time (AHT - equal to
ATT plus wrap-up and/or hold time)
• The percentage of calls answered within a determined time frame (referred to as a
Telephony Service Level or TSL
• The number of calls / inquiries per hour an agent handles (CPH or IPH).
• The amount of time spent while an agent processes customer requests while not
speaking to a customer (referred to as Not Ready time/NR, or After Call Work/ACW, or
Wrap-Up.)
• The percentage of calls which completely resolve the customer's issue (if the customer
does not call back about the same problem for a certain period of time, it is considered a
successful resolution or FCR - First Call Resolution).
• The percentage of calls where a customer hangs up or "abandons" the call is often
referred to as Total Calls Abandoned or Percentage of calls abandoned. Calls are often
abandoned due to long hold times when a call centre experiences a high call volume.
 • Percentage of time agents spend not ready to take calls, often referred to as Idle Time.
• Quality Assurance monitored by a quality assurance (QA) team.

After establishing priorities we set standards and targets by which you intend to judge
performance. These standards and targets ensure that the Contact Center achieves the best
service possible from a qualitative and quantitative perspective. Measuring these service levels
is one of the most important aspects of optimizing performance. We accurately measure service
levels as to be able to meet our objectives and to improve upon them.

4. Reporting – Statistical & Graphical

No contact center operation is complete without statistical and graphical reporting to map the
progress, KPIs/SLAs and keep a keen eye on any improvement areas. MBS shall provide
detailed reports of all outbound call activities along with reports appropriate to data
management. The outbound statistical reports shall include completion details of records
handled for surveys, missing information, soft reminders and the graphical reports shall depict
details like the overall progress, peaks and valleys in call volumes, success rate of completion
at certain hours of the day. Following are two screen shots of the type of reports that can be
generated. However the nature of reports shall also largely depend on the CRM tool provided by
2Connect or MBS as the final decision may be. The current screen shots are form MBS CRM
tool developed in house.

Following is a screen shot of a generic CRM screen as developed by MBS in case 2Connect
intends to have MBS integrate its CRM with 2Connect systems:

However, as informed, 2Connect shall be providing secure access to its software and systems
over the internet so all maintenance and upgrade responsibilities for the same will be managed
by 2Connect. MBS shall ensure that all agents have requisite systems and connectivity to
connect to 2Connect CRM.
Following are some screen shots from the type of reports that MBS generates:

Calls Offered VS Answered

450
400
Offered VS Answered

350
300
250 Offered
200 Answered
150
100
50
0
08

08

08

08
08

08

08

08

08

08

08

08

08

08

08
20

20

20

20
20

20

20

20

20

20

20

20

20

20

20
2/

2/

2/
2/

2/

2/

2/

2/

2/

2/
2/

2/

2/
2/

2/
/0

/0

/0

/0

/0

/0

/0

/0

/0

/0

/0

/0
/0

/0

/0
05

11

17

19

23

25
01

03

07

09

13

15

21

27

29
Date

Calls Abandoned

450
400
Calls Offered and Abandoned

350
300
250 Offered
200 Abandoned

150
100
50
0
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
Dates
 Average Handle Time

250

200
AHT in Secs

150
AHT Bencmark
Average Handling Time (Sec)
100

50

0
1 3 5 7 9 11 13 15 17 19 21 23 25 27 29
Dates

Offered
Accumulated stats
Answered
Avg Ans Delay (Sec)
450
Average Handling Time (Sec)
400
Terminated
350
Abandoned
300
Over all Statistics

250
200
150
100
50
0
1 3 5 7 9 11 13 15 17 19 21 23 25 27 29
Dates

English and Arabic Calls

450
400
Calls Offered and Answered

350
300 Arabic Offered
250 English Offered
200 Arabic Answered
150 English Answered
100
50
0
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
Dates
 SLA

120%

100%
SLA Percentage

80%
Benchmark

60%
SLA (Percentage) - 80%
Benchmark
40%

20%

0%
1 3 5 7 9 11 13 15 17 19 21 23 25 27 29
Dates

5. Secure Data and Communications

Ensuring that 2Connect’s data and communications is secure is critical, as any loss of
confidential customer information can mean huge consequences for your organization. And, of
course, any center downtime has a direct and measurable impact on your bottom line. The full
MBS suite of security services secures both data security practices and procedures to the
contact center, protect critical information, and comply with corporate mandates and federal
regulations. MBS achieves secure and compliant contact center environments through effective
planning, implementation, and management of security policies and practices.

Data and communication security are foremost issues for operations IT management. Policies,
processes, personnel and tools need to be utilized to mitigate internal and external sources of
risk. MBS has a robust approach to security. Additionally, security policies are clearly
communicated to all personnel in mandatory training sessions. From an IT management
perspective, IT policies are enforced through hierarchical access rules that ensure that all
associates and even internal IT management have only limited access to data. From an IT
infrastructure perspective, data is communicated in a highly encrypted manner (internally and
externally), and stored data is isolated using firewall software and physically on different
systems in secured rooms.

Security highlights:

People:

• Employee background checks

• Employee training
• Card key access to facilities
• Security checks
• Online monitoring of personnel
• Limited systems access
• Physical isolation of customer teams on floor
Facilities:

1. Security personnel
2. Card key access
3. Paperless office (No recording instruments allowed on service floor)
4. Physically secure network operations data center(s) (NOC)
5. All rooms networked with CCTV cameras

IT Systems:

• Hierarchical access permissions for IT management

• Two factor authentication for system access
• Rigorous password management
• Encrypted communications of data
• Layered Firewall security
• Constrained user interface and controlled Internet access for associates
• CD, USB and floppy drives removed from service floor systems

6. Redundancy
MBS’s contact center has established processes and maintains multiple levels of system
safeguards including battery backups and diesel generators. Data is backed up nightly and
stored off site as well as on site.

7. Disaster Recovery
Today MBS can offer various services for 2Connect through our Contact Centre located in
Bahrain and provide Disaster recovery options across Oman, UAE, Bahrain & Kuwait.
8. Proposed Pricing

Pricing Structure
All prices are based on volumes of calls as mentioned in the RFP
Description Lumpsum Price per month
1. Inbound Support Calls BD 500
o Upto 200 calls per week
with occasional spikes in
volume

This covers Operational & IT costs including systems/maintenance/contact centre

technology to support the operation -to be incurred by MBS for the complete manning
of phones for the call volumes received.

*Should there be major fluctuation in volumes, 2Connect and MBS shall mutually discuss &
agree and if need be deploy more resources to the campaigns. MBS and 2Connect to discuss
appropriate notice period before volumes are increased or decreased to be able to deploy
resources accordingly.

Assumptions used for staffing requirements based on call volume projections provided by
2Connect:
1. 2Connect shall divert approx. 200 generic enquiries calls per week to MBS contact
centre for bilingual inbound support. If 2Connect wishes MBS gets a unique telephone
number for 2Connect customers to contact the contact centre then MBS and 2Connect
shall mutually agree on the service provider & number selected for the same. No
additional costs have been included for incurring inbound toll free calls or acquiring a
new number for 2Connect in this proposal.
2. IF REQUIRED: 2Connect shall provide connectivity between 2Connect and MBS contact
centre for routing of voice and data. No additional charges have been included by MBS
for this connectivity since it is assumed that 2Connect shall provide it.
3. MBS commits to handle all generic call volumes, however, for any other kinds of calls
required to be handled by MBS – separate proposal shall be submitted.

Billing would be done on a monthly basis and this price covers many elements, including:

• Direct supervisory management

• Contact Centre Senior Management Costs
• Recruitment/HR Costs
• Real Time Quality Assurance and Compliance Measuring and Evaluation
• Ongoing quality checking and training
• Web Portal Access for online reports
• Office infrastructure
• Technology Infrastructure (HW and SW such as PC’s, Software, ACD, IVR, Network,
PABX, etc.)
• Operational, Systems Technical Support
• Maintenance and ongoing upgrades to Contact Centre Technology.
• Disaster Recovery
9. Disclaimer and Confidentiality

The information provided in this document is confidential information of Mena Business

Services, (MBS) and must not be used for any purpose other than reviewing MBS’s offering to
determine whether 2Connect wishes to engage MBS to perform work such as that described in
this document. This document and the information contained in it must not be disclosed to any
person other than an employee or advisor of 2Connect who requires the information for that
purpose. Provision of any services will be governed by a written contract executed by the
parties.2Connect should not rely on any matter set out in this document which is not
subsequently included in any written contract executed by the parties. MBS has relied on
information provided by 2Connect and has not had opportunity to evaluate for itself the accuracy
of that information. As such, MBS will not be responsible for any omission or misrepresentation
in this proposal arising out of reliance on that information.

10. MBS References

Reference 1
Client name Ministry of Labor :UAE
Years as client 4 years
Services provided to client  Customer Services
 Front Office Services
 Complaint Booking & Escalations
 Outbound Calls
Reference 2
Client name Electricity and Water Authority: Bahrain
Years as client 1 year
Services provided to client  Help desk for Water and Electricity Outages
 Inbound Customer Service for all queries
Reference 3
Client name DU Telecom: UAE
Years as client 1 year
Services provided to client  Directory Enquiry Services
 Outbound Campaigns
 Back Office

If MBS is shortlisted, we shall be happy to provide client contact details for a reference
check.