Turo + OP360 October 2023

Leading from the heart for a superior customer and host experience PROPOSAL CREATED FOR Rudy Cardenas, Director of Vendor Management Juan Trevino, Sr. Vendor Manager PRESENTED BY Michael O’Neil, Vice President OP360

Executive Summary The global car sharing market size reached US$ 7.0 Billion in 2022 and is expected to reach US$ 15.4 Billion by 2028, exhibiting a CAGR of 14.04% during 2022-2028. The demand for affordable and convenient mobility services is on the rise, fueled by the increasing need for easy access to shared transportation through technology. As a result, carsharing services are gaining popularity.

The growing concern for the environment and the adoption of new transportation options have also contributed to the surge in carsharing demand. Governments worldwide are taking measures to reduce emissions and discourage private vehicle ownership, making carsharing a viable solution. Furthermore, the market growth is further propelled by the popularity of peer-to-peer car rental services, such as Turo.

The highly anticipated initial public offering (IPO) of Turo greatly benefits from the implementation of strategic outsourcing. By leveraging external expertise and taking advantage of economies of scale, Turo can continue to effectively streamline its operational processes, enhance overall efficiency, and maximize cost-saving opportunities. This strategic move has enabled Turo to allocate more resources towards its core business strategies, such as technology innovation, market expansion, and customer acquisition. The increased focus on these key areas is expected to instill greater investor confidence in Turo's growth potential, positioning the company for a highly successful IPO and future market dominance.

WHAT WE HEARD THAT YOU EXPECT A BPO with unwavering integrity - At OP360, integrity and trust form the foundation of our mission. We are committed to fostering a fully transparent relationship with you.

Unparalleled renter and host experience - Delivering top-notch quality is our minimum standard at OP360. We take pride in matching our clients with highly skilled agents who not only excel in their work but also proactively identify opportunities to enhance the customer experience.

Rapid scalability in line with Turo's growth - OP360 is the go-to expert in scalability, backed by proven recruiting and training programs that consistently yield remarkable results.

A collaborative and easy-to-work-with partner - With direct access to C-level sponsors, deep commitment to transparency, and straightforward all-in-pricing, OP360 simplifies the process, allowing us to prioritize delivering the finest experience aligned with your strategies.

From our previous discussions, we are confident that OP360's operational framework and culture align seamlessly with Turo's unique work approach, customer objectives, and employee-centric perspective. This partnership will not only fulfill your strategic host and renter experience goals but also allow you to prioritize new demands arising from your upcoming IPO. We are excited to embark on this journey together.

Michael O'Neil Vice President

What Turo means to us For the team at OP360, Turo is not a brand - it's a lifestyle. It's a high end sports car for a well deserved weekend. It's an opportunity to earn from your idle car. It's finding that perfect car for the perfect occasion. Turo is the convenient, economically efficient, and environmentally and socially responsible way to access an extraordinary selection of vehicles.

Community We make communities connect better.

The Turo host community is a vibrant collective of car enthusiasts and travelers who share unique vehicles - fueled by a passion for driving, trust, and meaningful experiences.

OP360 keeps the community connected, enabling members to share and learn from one another, enhancing their entrepreneurial journey.

Delighted Renters Be responsive and go the extra mile.

Turo renters deserve the best - reliable cars, personalized support, and exceptional service. With OP360's experienced agents trained in hospitality and VIP service, every request and concern is addressed. Our commitment is to make every renter's journey seamless and worry-free.

Measurable Performance Continually strive for improvement.

Delivering exceptional experiences for both renters and hosts relies on the utilization of data-driven metrics. By leveraging PowerBI and AI-enabled reporting, OP360 will not only achieve Turo's key performance indicators (KPIs), but will identify opportunities for continuous improvement to surpass customer satisfaction (CSAT) expectations.

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What we offer to Carsharing "Partnering with OP360 means being able to focus on your most critical strategic activities. We help your business run more smoothly, economically, and efficiently - whatever your business may be."

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MULTI-CHANNEL RENTER EXPERIENCE Provide dedicated renter care teams to be an extension of your operations across text, chat, email, and voice channels

HOST SUPPORT

HOST ELIGIBILITY

BACK OFFICE

Manage vehicle and host eligibility vetting process to ensure quality and accelerate speed to platform

With 160K+ active hosts and 2.9 million active guests, OP360 can manage various admin processes to handle scale

Provide support to hosts in managing their rentals, addressing platform issues, and handling renter issues.

OP360 Proposal to Turo

A better way to outsource At OP360, we believe that a great employee experience leads to an unmatched customer experience. Our culture and community reputation attract high caliber talent with exceptional skills and deep empathy for our clients' customers. Our agents continuously strive to enhance your customer experience.

Investing in our employees drives excellence

96%

Agent Retention Rate

With a remarkable retention rate of 96%, our three-pronged approach to growth and development, empowerment, and recognition is the driving force behind our team's satisfaction and happiness.

You'll have direct access to our top leadership and be paired with an executive sponsor. We offer competitive pay scales enabling lower attrition rates, improved quality, excellent English proficiency, efficient recruitment processes, and scalability. Our company focuses exclusively on offshore investment, ensuring high pay for employees and costeffective solutions for clients.

ESAT 94%

Fun at Work 93%

Supportive Leadership 83%

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People first Creating an Engaging and Supportive Workplace: Prioritizing Employees and Fostering Success As a company, we prioritize our employees by actively listening, gathering feedback through surveys, OP360 Cares inbox, and chat support. Our senior leadership holds regular Town Hall sessions for open dialogue and encouragement. We believe in transparent communication about our business goals and successes to keep our employees engaged. This fosters a genuine and interactive workplace, leading to industrybeating attrition rates.

With our strategic market approach, we effectively keep overhead costs low in the US while maintaining optimal efficiency.

This enables us to invest the savings into leadership positions in the countries where we operate, ensuring that our team receives above-market salaries and benefits. As a result, our retention rates are exceptionally high, surpassing industry standards.

We carefully choose our clients and projects, partnering with those who prioritize their customers like we prioritize our agents. This fosters strong relationships and mutual investment, leading to exciting opportunities and high engagement from all parties involved.

ESAT 2023 Results Each year, we conduct annual employee satisfaction (ESAT) surveys that encompass various categories, such as enjoyment in the workplace and supportive leadership.

Consistently, our results showcase remarkable levels of participation, and in 2023, we achieved an impressive 94% employee satisfaction score. The survey findings for 2023 emphasized that our employees are content with their roles, find joy in their work, and would gladly reapply for their current positions.

ENABLING SUCCESS SUPERVISOR TO AGENT RATIO

1:15 Team Leader

AVERAGE TENURE OF SUPERVISORS & MGMT

2.6

AVERAGE TENURE OF AGENTS

Team Leader

1.6

5.6

Years

AGENT ATTRITION RATE

4%

Sr. Management

5

OP360 Proposal to Turo

EMPLOYEE SATISFACTION

WOMEN IN LEADERSHIP

TEAMWORK IS VALUED

94%

45%

84%

CLIENT SATISFACTION

EAGER TO REFER A FRIEND

NEW HIRES THROUGH REFERRALS

94%

81%

50%

AGENT PAY ABOVE MARKET

SUPPORTIVE LEADERSHIP

REAPPLY AGAIN AT OP360

83%

81%

HIGHER THAN INDUSTRY AVERAGE

How we recruit for 97% retention 1

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THE RECRUITMENT TEAM

OUR GEO DIVERSIFICATION STRATEGY

Our Talent Acquisition team comprises experienced professionals with decades of recruitment industry expertise. Each member brings a wealth of creative solutions to the table. But beyond skills, we've handpicked our recruiters to ensure a perfect fit with our company culture and values.

We possess the flexibility to acquire the right talent. After ensuring operational sustainability, for clients who embrace a work-from-home (WFH) model, our hybrid delivery approach offers the best of both worlds. It also serves as a business continuity strategy through its distributed resource structure. Some clients prefer in-center operations, while others are open to either option. We are adaptable to meet any requirement, offering up to 100% in-center, WFH, or a hybrid solution.

We have dedicated recruitment teams in the Philippines and Colombia, responsible for the full recruitment cycle. They proactively seek out top talent to support client programs, working closely with our Client Services team, department heads, and program owners. Their goal is to understand hiring requirements and source highly engaged teammates for client success.

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Even with the WFH model available, OP360 hires agents near our center locations. This allows us to foster inperson relationships and ensure that every employee truly feels like a valued part of our company and culture.

OP360 Proposal to Turo

How we recruit for 97% retention 3

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DEFINING THE CLIENT NEED

JOB DESCRIPTIONS

Each account is assigned a recruitment lead who works closely with the hiring manager and the Client Services team. Their goal is to gain a deep understanding of the client, their program needs, organizational culture, and customer base. This collaborative effort serves as the foundation for creating the hiring profile and job description, especially if the client hasn't provided one.

Clients will typically provide a job description for roles but we also have our OP360 library of standard job descriptions and will proactively craft a best-practice job profile based on industry standards.

We will share this job description with you to ensure that our recruiting expectations are aligned with yours.

To ensure accessibility and regular review by our training, operations, and recruiting teams, we capture every new hire requirement within Zoho Recruit, our applicant tracking system. This guarantees that the hiring profile remains aligned with ongoing needs.

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Training that works We invest heavily in training. It is the foundation for meeting our SLAs, retaining agents, delivering a great experience for consumers, and having a strong foundation for excellent service delivery. Using the ADDIE model, we work through the 5 step process with our clients.

Our collaborative approach depends on the status of client training materials and your satisfaction with the current training. Revisions to the curriculum or materials require sign-off for alignment and approval.

1. For clients with an established curriculum and in-house capability, who have achieved strong results with their training, we adopt their methodology and focus on a client-led train-the-trainer approach.

2. For clients lacking formal training curricula or unsatisfied with their current approach, we collaborate to design, develop, and deploy a new training program.

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ANALYSIS

When working with clients, we begin by asking questions to grasp their current situation and training objectives. Based on this, we create a training plan outline.

DESIGN

We storyboard ideas and create a prototype to quickly communicate the value of the training to other stakeholders.

DEVELOP

We use Articulate 360 to create courses, incorporating captivating graphics, fonts, and colors to enhance engagement.

IMPLEMENT

New hires access tested courses via LMS, with customizable options for enrollment, time limits, assessment, and feedback.

EVALUATE

ADDIE provides a structured method for training program creation, enhancing future iterations.

Feedback gathering is crucial for content improvement.

OP360 Proposal to Turo

Good is not enough TONE The characteristics of how the message is relayed in words, including the focus on how it is conveyed rather than just the content, as well as the confidence in relaying the message, are rated on a scale of 1-10.

PRONUNCIATION The interviewer evaluates the manner in which words are spoken, conveyed, and comprehended, considering syllable stress, rhythm, and intonation, and rates them on a scale of 1-10.

ACCURATE USE OF GRAMMAR The ability to use sensible subject/verb agreement and express thoughts clearly is rated on a scale from 1 to 10.

COMPREHENSION AND ACTIVE LISTENING The ability to precisely capture questions, including any necessary clarifications, is contingent upon the response scale ranging from 1 to 10.

ACCENT & RATE OF SPEECH The accent should be neutral, avoiding a strong inclination towards a heavy manner of speech. Match the interviewer's pace - not too slow, not too fast. Rated 1 to 10.

GRAMMAR TEST https://www.arealme.com/online-englishgrammar-test/en/ IQ Test: https://www.123test.com/iq-test/ Vision Test: https://enchroma.com/pages/test Typing Test: https://10fastfingers.com/typingtest/english Excel Test: https://www.testdome.com/tests/exceltest/132

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How we define excellence CLIENT DEFINED. DRIVEN BY DATA. We use a performance management process for each program, following a "balanced scorecard" methodology. This approach includes qualitative and quantitative performance metrics aligned with Turo's goals and objectives.

DEFINE Our program's metrics focus on productivity, quality, and attendance. We work closely with clients to better understand customer satisfaction, combining these metrics to create a comprehensive picture.

CSAT Score First Call Resolution Average Total Wait Time Average Handle Time Resolution Rate Net Promoter Score

MEASURE We conduct surveys to gather client feedback, including overall satisfaction, key performance indicators (KPIs), staffing management progress, communications, urgency, and Net Promoter Score (NPS). If a client already uses a Customer Satisfaction (CSAT) survey solution, we typically continue with their preferred choice. We also collaborate with third-party technology providers like StellaConnect and Delighted, leveraging their approaches and methodologies.

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OP360 Proposal to Turo

Relentlessly improving With a dedicated data team working round the clock, capturing and analyzing relevant information is vital for adding value to your business.

Understanding your customers is crucial in your outsourced partner experience, as each interaction generates data that reflects activity specifics, productivity, conversion, customer experience, and ultimately impacts your business.

We help clients build QA scorecards for teams. Our QA teams analyze survey results, comments, and feedback monthly to find areas for process and system improvements.

Findings and recommendations are compiled into reports discussed during our Operational Management Review. Our thought leadership reputation stems from fresh ideas based on data analysis.

Regular calibration of CSAT and QA data helps us develop action plans based on insights, shared with our operations team for close monitoring and addressing concerns.

Major Client Quality Results

⬆︎15 ⬇︎3 ⬆︎30

CSAT Increased customer sat by 15 points.

DSAT Reduced dissatisfied customer metric by 3 points.

TAT Improved Turnaround Time SLA by 30 points.

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Quality is a habit.

At OP360, quality is our top priority, and we achieve it through a meticulous process that measures customer satisfaction, ensures compliance, process adherence, and accuracy.

Our Quality Team goes through a rigorous selection process and receives comprehensive training in internal procedures, coaching techniques, and implementing action plans.

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Committed Quality Assurance Team

Rigorous Quality Standards

Our dedicated team is always available, providing regular training on quality parameters to ensure exceptional service.

Our QA team conducts a minimum of 2 random call recordings or reviews 2 chat engagements per agent every week, ensuring adherence to quality standards.

Agents in need of improvement receive 3-4 random audits per week.

Continuous Improvement

Recognition and Motivation

Bi-monthly feedback sessions help employees identify areas for improvement, while also introducing new scenarios for growth.

Employee bonuses and rewards are tied to achieving quality metrics, fostering a culture of excellence.

OP360 Proposal to Turo

Ridgefield, CT Headquarters Tampa, FL Sales Center of Excellence Barranquilla, Colombia

Coimbatore, India

Metro Cebu, Philippines Cagayan de Oro Philippines

Davao City, Philippines

Global footprint OP360 prides itself on strategically curating its delivery locations to optimize talent acquisition and minimize operational costs. Our choice of locations ensures seamless business continuity, unruffled by geographical nuances. One such location is our center in Colombia, conveniently accessible via a mere 2.5-hour direct flight from Miami (MIA) and Fort Lauderdale (FLL). This proximity facilitates effortless check-ins, making it an optimal choice for the ongoing operations of our business.

4000+ global employees

OP360 strategically thrives at the crossroads of key success factors.

Our prime location ensures access to a talented pool of experts and a steady flow of innovative ideas.

We maintain an optimized cost structure while boasting robust infrastructure for business continuity. Proximity to major airports facilitates efficient travel and enhances connectivity with global partners and clients.

Locations NORTH AMERICA Ridgefield, CT (Corporate HQ) Tampa, FL (Global Sales Center of Excellence)

LATIN AMERICA Barranquilla, Colombia Cra. 53 #80 - 198. 18th Floor Atlantica Tower

ASIA PACIFIC Philippines Cebu IT Park Central Bloc Ebloc Ayala Center Davao City IT Park Damosa Diamond Tower Cagayan de Oro India Coimbatore

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Philippines CEBU Cebu, a prominent and popular province in the Philippines, is a bustling center of commerce and industry in the southern region. With a population of 3.3 million, it serves as a regional hub for the BPO industry, boasting a workforce of around 190,000. The city is also home to several major international companies.

DAVAO Davao City, with a population of nearly 3 million, is a safe and vibrant hub. It houses 48 universities, has a thriving economy, modern infrastructure, and is the fastest-growing ICT-BPO hub in Mindanao, Philippines. With around 57 companies and 45,000 to 50,000 employees, BPOs are driving the region's office market growth.

CAGAYAN DE ORO Cagayan de Oro City, known as "the Golden City" or the City of Golden Smiles, is an ideal outsourcing destination. It provides a favorable environment for customer service and technical support operations with its warm climate, distinct workforce culture, and strong work ethics. Situated in Mindanao, it serves as a commerce gateway, offering cost-effective options and a stable business environment.

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OP360 Proposal to Turo

Colombia Barranquilla, Colombia's fourth-most populous city, is a vibrant hub for commerce, finance, and logistics. It is known for its industrial, shopping, educational, and cultural significance in the region. With a strong focus on the BPO industry, Barranquilla offers a growing market with skilled resources in various fields. The city serves as a vital maritime trade hub, facilitating the exchange of millions of tons of goods with the United States, Europe, and Asia through its port.

BARRANQUILLA Our delivery center in Barranquilla, Colombia, was established in July 2021 and currently boasts a team of 450+ employees.

We strategically chose Barranquilla due to its rising global prominence as a top Latin American destination for the BPO industry.

This location not only provides our clients with Spanish language proficiency and accent-neutral bilingual capabilities but also ensures US time-zone compatibility.

Moreover, it attracts a tech-savvy demographic, further enhancing our ability to deliver exceptional services.

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Client Services Our dedicated Client Services Leader ensures timely solution implementation, delivering exceptional contact center results.

At OP360, we understand that customer experience is a continuous journey, not a destination. Failing to improve CX and meet customer expectations can lead to falling behind competitors and losing customers.

Our Client Services Leader is your dedicated point of contact, working closely with you to understand your business needs and ensure timely implementation of solutions. Our Client Services team collaborates with our CX Consulting and Analytics teams to identify areas for improvement, providing proactive recommendations based on real-time feedback.

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With our streamlined account structure, all client contact center activities and performance management are seamlessly handled across functional areas. From program initiation to ongoing management and development, we are committed to tracking the Turo initiative and delivering exceptional results.

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

OP360 Proposal to Turo

Rapid implementation The key to a successful program start-up lies in its well-executed implementation.

Implementing a program involves considering numerous variables, as each call center program is unique in its own way.

Project governance and management Network readiness assessment Operations support review Solution requirements validation Detailed design development Applications design and development Systems acceptance test plan development Performance acceptance test plan development

TECHNOLOGY

Tools & communication platform VPN/Firewall Credential requirements Hardware & software specifications

RECRUITMENT

Job description Sample calls/ chats/ emails Hours of operations Location

TRAINING & QA

Training materials (LMS, PDF) Training agenda Exams, SOPs, videos QA form & guidelines

OPERATIONS

WBR scorecards KPI definition & targets Process flow

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Scaling with quality.

Companies may require more customer support staff for various reasons. When confronted with a surge in customer inquiries or issues, expanding their workforce becomes necessary.

Our client, the nation’s largest personal injury firm, faced a crucial deadline imposed by an update to Florida law - March 16-25, 2023 - for filing cases in the state. To successfully manage the increased workload and meet the deadline, we swiftly augmented our staffing levels by 75%. This strategic move enabled them to file approximately 10,000 cases within the 10-day timeframe while also conducting complaintgeneration surveys.

⬆︎75%

Additionally, Cross Screen experienced a remarkable 137% increase, showcasing their growing success. In Client Advocacy, confirmations were doubled and even tripled, ensuring stronger support for clients. Furthermore, Mailroom Operations cleared a three-month backlog by increasing their Mailroom queues from one to four, resulting in improved efficiency.

STAFFING LEVELS Augmented staff to meet workload increase

CASES

10K Successfully filed within 10 day timeframe

⬆︎137% CROSS SCREEN

Experienced increase in cross screening

MAILROOM BACKLOG

3X 19

Cleared 3 month backlog through Mailroom queue process improvement

OP360 Proposal to Turo

Information Security & Certification We ensure continuous improvement, leveraging technology and adhering to regulations and certifications to safeguard your data as a trusted business partner.

Vulnerability Management, Access Control, Monitoring Secure Services, Continuity & Protection

PCI-DSS Level 1 Certified ISO/IEC 27001:2013 (ISMS) Certified Crowdstrike Enterprise Endpoint Security Fortinet Security Fabric Microsoft Active Directory infrastructure Comprehensive information security measures

Physical Security InfoSec Policies and Tools

Updated: August 9 2023

OP360 SITE

PCI DSS LEVEL 1

ISO27001

SOC 2 TYPE I

SOC 2 TYPE II

Barranquilla, Colombia

PCI DSS Level 1

Expected by end of 2023

Expected by end of 2023

Expected by end of 2023

Ayala Center Cebu Tower, Cebu Business Park, Cebu City (Planning to Sunset)

-

-

-

-

eBloc Tower 4, Cebu IT Park, Cebu City (Planning to Sunset)

PCI DSS Level 1

ISO 27001:2013

Expected by September 2023

-

Central Bloc, Cebu Business Park, Cebu City

PCI DSS Level 1

ISO 27001:2013

Expected by September 2023

Expected by end of 2023

Topaz Tower, IT Park Damosa, Davao City

PCI DSS Level 1

ISO 27001:2013

Expected by September 2023

Expected by end of 2023

Diamond Tower, IT Park Damosa, Davao City

PCI DSS Level 1

Expected by end of 2023

Expected by September 2023

Expected by end of 2023

COLOMBIA

PHILIPPINES

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Value driven pricing At OP360, we firmly believe in the power of transparency and simplicity in pricing, as it allows management to concentrate on what truly matters - fostering meaningful collaborations to deliver exceptional experiences for both hosts and renters. With our all-in pricing strategy, Turo can expect straightforward, uncomplicated costs with zero surprises.

This approach is designed to ensure that the focus remains squarely on enhancing the user experience, not on navigating a complex pricing structure.

# OF AGENTS PHILIPPINES

21

COLOMBIA

< 150

$10.70

$15.95

151 - 250

$10.50

$15.65

251 - 500+

$10.20

$14.95

Our dedicated agents are carefully selected to meet Turo's client requirements.

We assume 8 billable hours per working day.

Hours of operation 24/7.

In Colombia, overnight rates assume a WFH environment.

Our pricing is based on a payroll rate, covering all breaks, coaching, and team meetings.

Lunch, absenteeism, and PTO is not billable.

The pricing shown includes dedicated support, including team leaders and QA. All attrition is backfilled at no additional cost.

All rates are inclusive of: Client Services Recruiting HR + Payroll Trainers Quality IT Support Workstation + connectivity

Reporting WFM Facilities Insurance Taxes Operations InfoSec

OP360 Proposal to Turo

A better way to outsource OP360 is your innovative BPO partner as you navigate the evolving demands of your anticipated growth and prepare for your public offering. We are your trusted ally, ready to assist you every step of the way.

Thank you Phone ‭+1 (817) 223-9492‬

Website www.OP360.com

Email michael@op360.com