About OP360 - Winter 2023

2023

A better way to outsource

OP360 Zero8Two Music Festival 2023

About OP360

SIMPLICITY IS GOLDEN

Founded in 2006 by entrepreneurs with firsthand experience in both buying and providing BPO services, OP360 emerged to meet the growing global demand for dynamic solutions. As a leading challenger in the BPO industry, we differentiate ourselves with unrivaled expertise and insider knowledge, consistently delivering optimal results for clients. What sets us apart is our unparalleled agility and adaptability, seamlessly catering to ever-evolving needs.

With over 5,000 dedicated professionals, we deliver the highest quality service from strategic centers in frontier cities in Colombia, the Philippines, and India.

Success hinges on delivering essential elements: Continuous Improvement: Our fast feedback programs ensure consistent solutions that evolve with clients' requirements.

Scalability: With a vast global network of seasoned professionals, we quickly meet strategic needs.

Flexibility: We promptly adapt to market demands, empowering clients to navigate dynamic landscapes.

At OP360, we prioritize mutual growth with our valued clients. On average, we support over 5 lines of business (LOBs) per client, showcasing our versatility and expertise.

As our relationships deepen and trust grows, clients entrust us with additional LOBs, fueling our organic growth and overall success.

A better way to outsource

About OP360

THE DIFFERENCE THAT MATTERS

Our commitment to our culture and values serves as a strategic and competitive advantage over other dynamic and highperforming organizations in our market.

However, building a transformative culture that fosters innovation, collaboration, and growth requires continuous effort, iteration, and a relentless focus on our clients.

We embrace diversity, inclusion, and respect for others, and we welcome new ideas and perspectives. Entrepreneurial traits like resourcefulness, speed, and innovative problem-solving are ingrained in our DNA. At our core, we are a meritocracy that celebrates achievement and growth. We prioritize recruiting, developing, and rewarding talented individuals. While we work hard, we also know how to have fun.

While our business needs are a top priority, we also prioritize philanthropy and community engagement. We strive to be good neighbors by actively supporting those in need around our locations.

We strive to be good neighbors by actively supporting those in need around our locations.

We are committed to being ethical, socially responsible, environmentally conscious, and financially accountable, acting as pillars of good corporate citizenship.

Since our establishment in 2006, we have been providing 24/7/365 business process outsourcing services. Whether it's inbound or outbound call center needs, data center services, accounting, technology support, application and web development, or backoffice solutions, we are well-versed in all aspects.

Our main objective is to assist you in harnessing the advantages of outsourcing.

We serve as your partners, enabling you to concentrate on your core business, extend operational hours, reduce risks, boost productivity, reallocate capital expenditure, tap into a pool of skilled talent, achieve cost savings, and expand into international markets.

About OP360 IT STARTS WITH OUR CULTURE. At our core, we believe in meritocracy and value achievements, growth, and inclusivity. We encourage qualities such as resourcefulness, quick thinking, and innovative problem-solving.

WORD OF MOUTH WORKS. Our culture and dedication to our communities attract top-notch talent. We believe in recruiting, nurturing, and recognizing skilled individuals as an integral part of our identity.

SKILLED, COMPASSIONATE, AND EFFICIENT AGENTS. Our clients benefit from premium talent that not only delivers exceptional results but also remains loyal, resulting in increased production, improved quality, faster onboarding, and reduced costs overall.

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About OP360

BRINGING WORLDS TOGETHER Beyond providing employment opportunities, OP360 aims to give back to the communities from which we operate through purposeful and strategic charitable donations and impactful community extension programs. We have launched successful feeding programs, participated in blood drives, adopted schools to provide necessary supplies, and rallied together to lead in relief efforts for victims of natural disasters.

In order to support and recognize our employees' philanthropic efforts, we offer every employee the opportunity to utilize paid volunteer time. This allows our team members to give back to their communities while being rewarded for their dedication.

With our Outreach programs and philanthropic works, we encourage our employees to render service and volunteer in our community partners through philanthropy leave.

ENVIRONMENTAL STEWARDSHIP As a responsible member of society and trustee of the common heritage of humankind, OP360 continues to exert every effort to contribute to the preservation of the environment in every aspect of its corporate activity.

We have a comprehensive green campaign encompassing measures to recycle materials, conserve resources and energy, comply with appropriate waste disposal methods, and all other applicable local and international environmental laws and regulations.

About OP360

EXCELLENCE IN EVERYTHING WE DO

42M

6.8M

1M

CUSTOMER INTERACTIONS/YEAR

BACKOFFICE INTERACTIONS /YEAR

AUDITED LIVE QA INTERACTIONS/YEAR

+5K

6M

4.8M

GLOBAL EMPLOYEES

CONTENT MODERATED/YEAR

CHAT & RESPONSES/YEAR

About OP360

QUICK FACTS

Provides voice or non-voice, 24/7/365 custom back-office and customer service solutions.

Fast-growing US-based business process outsourcing company with over 5,000 employees worldwide.

An end-to-end service provider and for most clients, fulfilling a multi-channel and multi-skill role.

All agents are trained to manage inbound, outbound, technical support, email, & chat concurrently.

Low onshore SG&A to maximize investments in our client facing agents Ridgewood, CT OP360 Headquarters Tampa, FL Sales Center of Excellence

COLOMBIA Barranquilla

INDIA Coimbatore

Our Barranquilla delivery center opened in July 2021 and currently has a total capacity of ~400 seats.

OP360 has three separate facilities with 700 total seat capacity, located in South India in the city of Coimbatore.

About OP360

FRONTIER CITIES RIVAL THE STATUS QUO

PHILIPPINES Davao Cebu Cagayan de Oro The Philippines is our largest offshore location with ~3,000 employees. We have five sites across Cebu and one in Davao City which will extend our Philippines capacity to 4,500 by the end of 2023. Our newest location in Cagayan de Oro will launch in 2024.

Frontier cities are emerging outsourcing cities competing with established hubs, offering skilled workers, modern infrastructure, cost-effective operations.

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AMAZING LOCATIONS. AMAZING PEOPLE.

About OP360

EMPLOYEE WELFARE At OP360, we prioritize the health and wellbeing of our employees. As our environment becomes increasingly fast-paced, we understand the rise in stress levels. To address this, we have implemented the following initiatives:

EMPLOYEE WELLNESS AND WORK-LIFE BALANCE Mental Health Wellness Program: We regularly organize campaigns to promote work-life balance and equip our employees with effective coping mechanisms.

Safety and Health Initiatives: We maintain a drug and alcohol-free environment, conduct HIV/AIDS awareness campaigns, and provide occupational safety and health training. Our offices adhere to strict sanitation schedules that exceed recommendations from local government units and leading health experts.

Additionally, we offer shuttle services to reduce the exposure of our onsite workers to the general commuting public.

FLEXIBLE WORK OPTIONS We believe in providing our employees with flexibility and support to ensure their productivity and well-being.

Telecommuting Program: With the expansion of our telecommuting program, our employees now have the option to work from the comfort of their own homes. We have created a corporate telecommuting package to ensure continuous support and uninterrupted service for our clients, guaranteeing stable, reliable, and speedy internet connections.

"Our employees’ welfare and holistic development are important to us. We ensure it remains a top priority in our workforce."

LEARNING AND CAREER DEVELOPMENT We are committed to nurturing and promoting the growth of our employees: Upskilling and Career Advancement: At OP360, we believe in the philosophy of "always be learning." Our employees have access to regular learning and development opportunities, allowing them to flourish within our organization. As a meritocracy-centered company, we offer various avenues for career growth and advancement.

DIVERSITY, ETHICS, AND COMPLIANCE We value diversity and prioritize ethical practices: Inclusion & Diversity: We recognize the importance of diversity in our workforce. It enables us to better serve our clients and adapt to the constantly evolving market.

Business Ethics and Compliance: OP360 is committed to fostering trusting relationships with all our stakeholders. We understand that trust is the foundation of any sustainable business. We are dedicated to continually earning the trust of our clients, partners, vendors, suppliers, and affiliates. As a global company, we adhere to all relevant laws and regulations in each jurisdiction where we operate.

A better way to outsource

About OP360

HAPPY EMPLOYEES HAPPY CLIENTS

OP360 sits at the crossroads of exceptional delivery teams and groundbreaking technology that revolutionizes businesses. We understand the profound impact of a nurturing work environment – it forms the bedrock of our operations. Encouraging mutual respect, unwavering commitment, and a dash of levity, the OP360 family ensures that every team member feels indispensable to our success.

96%

SATISFIED WITH THEIR JOBS

92%

HAVE FUN AT WORK

88%

WOULD REAPPLY TO THE SAME ROLE

83%

SAYS OP360 CARES FOR THEIR WELL-BEING

We firmly believe in the enduring ripple effect of investing in our employees for the long haul. Such dedication yields substantial returns for our clients as well. Boasting over two decades of industry experience, we recognize the direct correlation between employee and client satisfaction.

Above all, our primary focus is empowering our employees to express themselves and feel valued. Our regular town hall sessions provide a platform for voicing concerns, sharing suggestions, and offering words of encouragement. Transparent communication is our cornerstone – not only does it cultivate an authentic and interactive workplace, but it also fuels our drive to become the best version of ourselves, both individually and as a company.

Services & solutions

SERVICES THAT DRIVE RESULTS CONTACT CENTER SERVICES

SALES & MARKETING SUPPORT

Gain access to top notch agents solely dedicated to keeping your customers happy.

Leverage our lead generation, email marketing, and marketing research services.

RESEARCH & DATA AGGREGATION Let our team handle everything for market research through order processing.

DOCUMENT PROCESSING & QUALITY CONTROL Let our analysts uncover insights that illuminate paths to better customer experiences and new operational efficiencies.

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Services & solutions

CONTACT CENTER SERVICES

OP360 offers your business access to top talent with the perfect skill set, precisely when you need it. Our certified agents are dedicated to maximizing customer satisfaction, promoting your brand, and encouraging repeat purchases.

We don't just focus on transactions; our priority is creating an exceptional experience that keeps your customers coming back time and time again. By carefully matching agents with the right skills and personalities, we ensure they authentically represent your brand.

In today's interconnected world, customers connect through multiple channels and expect a seamless transition between them.

Regardless of the channel, our expert agents are always prepared to consistently deliver superior service.

OUTBOUND Telemarketing Appointment Setting Cold Calling Surveys Marketing Research Direct Mail Follow-up Prospecting Lead Generation/Lead Qualification INBOUND Live Answering Service Order Taking Customer Service Direct Response for Website Insurance Claims Seminar/Event Registration Reservation Desk Call Patching Order Fulfillment

With our cutting-edge tools and technology partners, we provide personalized, on-demand support services to your customers with unwavering excellence.

2.9M EMAIL RESPONSES

42M

CUSTOMER INTERACTIONS

684K

STUDENT SUPPORT INTERACTIONS

Services & solutions

SALES & MARKETING SOLUTIONS

Take your Customer Acquisition to the Next Level with OP360: Scale Your Sales & Marketing Team Digitally.

Supercharge your business growth with our scalable and cost-effective data-driven sales and marketing solutions. OP360 offers lead generation, email marketing, and market research services. We'll even support your sales staff with competitive research.

Delegate your sales activities to us and let our proven methods and expertise fill your pipeline with high-quality leads. With our help, you can generate a consistent revenue stream to fuel your business growth.

CORE OFFERING Lead Generation Campaigns New Prospect Target List Compilation Industry and New Market Research Support & Administrative Services for Field Sales Staff Competitive Tracking Email Marketing Services Search Engine Optimization B2B Appointment Setting Sales Collateral

Our prospecting and sales teams collaborate with our marketing team to create programs that build robust sales pipelines, enabling you to close deals and generate more revenue.

Join OP360 today and unlock the full potential of your sales and marketing efforts. Grow your business with confidence!

1.35M

MERCHANDISING & PRODUCT TICKETS

73K

USER GENERATED CONTENT CURATED

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Services & solutions

RESEARCH & DATA AGGREGATION

OP360 empowers your business by effectively harnessing the power of data. Let us handle the time-consuming task of data management, freeing up your precious time. Our dedicated team is capable of managing everything from market research to order processing, ensuring a seamless workflow.

DATA AGGREGATION With OP360, data becomes easily navigable and interactive. We present it in user-friendly layouts, making it effortlessly accessible for you.

RESEARCH Outsource your research needs to us and focus on your core activities. Our team excels at tactical analysis, market research, journal research, surveys, interviews, and focus groups.

We'll deliver the insights you need while you concentrate on what matters most.

6

YEARS AVERAGE TENURE IN BPO

CORE OFFERING Order Form Processing Data Entry Rebate Processing Document Management Enrollment Form Processing Mortgage Loan Applications Membership Renewals Subscription Fulfillment Survey Tabulation & Processing Trip Report Forms Business Reply Card Processing & Reader Response Transcription Services (Medical, Legal & Business) Questionnaire Processing

567K CONTENT MODERATED DAILY

24/7

RESEARCH & DATA AGGREGATION SUPPORT

Services & solutions

DOCUMENT PROCESSING & QUALITY CONTROL

The processing and management of documents are integral to businesses and their control over information. Every company requires swift and precise handling of highvolume document processing, be it applications, invoices, claims, or enrollments.

Using a Process Intelligence (PI) platform, you can easily discover, understand, and manage business process execution more effectively.

By outsourcing your document processing, you enter into a partnership with a company that specializes in capturing, imaging, converting, producing, shredding, processing, printing, mailing, electronically transmitting, and fulfilling any type of printed or electronic document.

In today's digital age, information systems generate an unprecedented amount of data from various sources. When properly ingested, merged, and analyzed, this abundance of data can unveil patterns and insights that illuminate pathways to enhanced customer experiences and operational efficiencies.

1M

AUDITED LIVE QA INTERACTIONS

792K ORDERS PROCESSED ANNUALLY

A better way to outsource

"When it comes to talent acquisition, you will certainly feel the infectious motivation of the entire organization."

People at our core

RECRUITING FOR 97% RETENTION

At OP360, we take pride in attracting top talent to join our organization. While we use traditional sourcing strategies and social media tactics, our success lies in empowering our workforce to drive our recruitment efforts.

Our exceptional employee retention and low attrition rates are due to our robust referral system. We have cultivated a unique company culture where each team member actively contributes by inviting individuals from their professional networks to join us, even without monetary incentives.

Our selection process is meticulous, refined, and streamlined for simplicity and effectiveness. We hold every candidate to high standards, using tailored online assessments based on program requirements and specific hard skills we seek. Candidates also undergo a series of

interviews, ranging from initial interviews with our talent acquisition team to account validation and client interviews.

This comprehensive approach helps us accurately profile candidates with the right skills and attitude for each program.

Three factors set our recruitment team and process apart. First is passion, evident throughout our organization, from entry-level agents to key executives, all dedicated to driving growth. Second is an entrepreneurial spirit, with every team member maximizing our potential creatively. Lastly, we value enjoyment, fostering a supportive environment to lighten the workload and treating colleagues like family.

"When it comes to talent acquisition, you will certainly feel the infectious motivation of the entire organization."

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People at our core

INVESTING IN TRAINING ENSURES QUALITY

Effective contact center training is crucial for success. It not only ensures that we deliver the expected and deserved customer experience, but also offers numerous benefits for our agents. These include increased motivation and engagement, superior customer service skills, enhanced support confidence, and a deep understanding of our brand.

At OP360, we prioritize the skill development of our agents through the guidance of trainers and coaches. We ensure they are well-equipped to handle training demands and stay up-to-date with product changes and updates through continuous training.

Our training methods encompass a variety of approaches, including classroom instruction, self-paced e-Learning, and scenario-based training, to prepare our agents for any customer challenge they may face.

Our training and development methodology follows the ADDIE (Analyze, Design, Develop, Implement, and Evaluate) approach. This ensures a comprehensive analysis of employees' needs, the design and development of effective training materials, and the evaluation of training effectiveness. We employ strong instructional design methodologies that prioritize the learner's experience and make the learning process easy, interesting, and enjoyable.

Our Training and Development (T&D) team works closely with our clients throughout the entire training delivery process, from planning to monitoring and evaluation. We collaborate with our onshore trainers to certify our local trainers through client onboarding and trainthe-trainer sessions. We also tailor training materials to meet the specific needs of our learners and to keep pace with technological advancements.

Implementation made easy

CLIENT SERVICES BUILD RELATIONSHIPS

At OP360, we understand that customer experience is an ongoing journey rather than a destination. Failing to continuously enhance CX and meet the ever-increasing expectations of customers can lead to falling behind competitors, resulting in customers seeking alternatives.

Your Client Services Leader serves as your primary point of contact for all your OP360 needs. They will collaborate closely with you to comprehend your business requirements, translate them effectively, and liaise with the appropriate teams to ensure timely implementation.

Working in coordination with our CX Consulting and Analytics teams, our Client Services team will partner with you to assess areas for continuous improvement. We will provide proactive and actionable recommendations based on real-time operational feedback.

These recommendations will be aligned with your budgets, resources, and timelines.

CONTINUOUS IMPROVEMENT KEY AREAS Customer Journey Mapping Competitor Mapping Design Thinking and Innovation Knowledge Management Scenario-based Training Time and Motion Workflow Optimization Customer Communications

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Implementation made easy

ORCHESTRATING SUCCESS At OP360, we prioritize our clients' needs by launching program-specific training within two to three weeks of signing the contract.

Our track record speaks for itself, ramping up 100+ agents per month after the initial ramp.

We approach the transition and implementation of any new program with a hands-on and thorough mindset, regardless of account size or line of business.

We understand the importance of successfully migrating new workflows and processes to our delivery centers, investing significant time and resources for a seamless transition. With dedicated management teams at our Philippines and Colombia centers, overseen by our Operations Senior Directors and US-based Principals, we take a long-term view on investing resources during these critical stages.

OPERATIONS & IT READINESS

INITIATING Begins with a verbal award Scope & timelines are drafted Technology scoping Requisition entered & recruitment starts Kickoff meeting Internal & External Follow up items captured and worked

WEEK 2 - DESIGN & COLLABORATE

WEEK 1 - KICKOFF

PROCESS CALIBRATION Network & telephony setup Tools testing from OP360 environment Desktop configuration & testing Candidate profile & sourcing Training strategy alignment and readiness QA Calibration KPIs, WFM, reporting alignment

FORECASTING Forecasting is the cornerstone of the WFM cycle. It involves estimating future inbound call volumes using historical data, scientific analysis, and intuition to identify trends and patterns. The forecast includes volume, occupancy, and overhead estimates.

MSA/SOW completion Client tools credentials creation Technology and Security readiness UAT - End to end testing Train the Trainer delivery Recruitment roster finalization

WEEK 4 - HANDOFF WEEK 3 - EXECUTION

TRAINING Handoff to operations Wave 1 client product training starts Implementation process reviewed prior to closure Survey sent to client

REAL TIME MANAGEMENT The Workforce Management (WFM) team collaborates with your WFM POC to optimize staffing resources and meet service-level objectives. They utilize historical data and forecasts to deliver the required Full-Time Equivalent (FTE).

WFM plans for volume spikes, monitor real-time adherence, and ensure overall agent performance. Capacity planning, scheduling, and expertise in forecasting are key to maximizing productivity.

Implementation made easy

SAFEGUARDING YOUR DATA Sam Collier, our experienced CIO and CISO, leads our technology organizations with over 30 years of expertise. Our IT department in Cebu, supported by teams in Davao and Barranquilla, ensures robust and secure technology foundations for exceptional client services. OP360 is dedicated to promptly responding to emergencies and ensuring operational continuity through our comprehensive Business Continuity Plan (BCP). We prioritize safeguarding human life, protecting business assets, and swiftly restoring critical operations.

Our facilities are equipped with robust backup systems and redundancy protocols to ensure uninterrupted operations, even during power or service outages. With backup generators, contracts with multiple internet providers, and redundancy measures for internet and telecom services, we guarantee 99.95% service uptime.

Our comprehensive information security program includes staff training, third-party certifications, and enhanced security tools to protect data. We prioritize confidentiality and maintain strict policies for PII storage. VPN and MFA are mandatory for secure remote access. We employ robust server infrastructure, network segmentation, and regular vulnerability scanning for a secure environment. These measures ensure the security and protection of our clients' data and infrastructure.

Vulnerability Management, Access Control, Monitoring

Secure Services, Continuity & Protection Physical Security

InfoSec Policies and Tools

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Implementation made easy

QUALITY PROTOCOLS DRIVE EXCELLENCE

Quality processes and protocols are vital for successful outsourcing, ensuring effective programs and excellent results.

Our agent feedback and monitoring process ensures continuous improvement through frequent feedback sessions, issue resolution, coaching, and tailored support.

We conduct root cause analysis to identify factors affecting agent performance, creating action plans based on observations, coaching, data, and feedback.

Our audit frequency is determined by program requirements. Our QA team reviews two random call recordings or chat engagements per agent weekly. Realtime corrective action is taken for agents not meeting quality standards. For underperforming agents, the number of audits per week increases until improvement is shown. Over 90% of the team meets the quality threshold within 30 days with active intervention. Ongoing support is provided for the remaining 10%.

At OP360, we prioritize comprehensive feedback. Our feedback sessions cover key areas like product knowledge, empathy, adaptability, communication, and resilience. We offer tailored coaching options and Performance Improvement Plans. Our audits help differentiate process flow errors from individual agent behavior.

Leadership invested in your success

OUR EXECUTIVES

TIM BOYLAN

Chief Executive Officer

DAVID HIGHBLOOM

Chief Administrative Officer

BEN ROBERTS President & Chief Operating Officer

AARON FISCHER

Chief Revenue Officer

A better way to outsource

Leadership invested in your success

OUR SALES LEADERS

JOSH NUTTER VP, Sales

BRANDEN DOYON VP, Sales

MEGAN BASSLER VP, Strategic Partnerships

MICHAEL O'NEIL VP, Sales

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