3. Most of our clients decided to outsource for two main reasons. They
are looking to either save money, improve customer satisfaction or in
many cases‐both.
Outsourcing is a great way to conserve resources in today’s
competitive environment. Customers demand exceptional service but
they don’t want to pay more for it. Once you factor labor, benefits,
attrition, facility & technology, the average cost per seat per shift can
approach $47,000 (source‐Trammell Crow, as reporting in Call Center
Magazine 5‐05).
After investing that much money, how is your ROI? Many believe that
there is much left to be desired. Our staff is professional, well
educated and motivated. And best of all, representing your interests
provides a great source of income to provide for their family. What
does this mean to you – happy, satisfied agents work harder and are
more reactive to your needs than one who view their position as a
temporary, entry level stepping stone.
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4. Our goals and tradition is to provide exceptional customer
service, create a rewarding and nurturing environment for
our employees, and offer a value added solution to our
clients. Our mission is to provide excellent quality
communications, leads and/or data for our customers
while not only protecting but also enhancing our
customer’s image in the eyes of those people we are
contacting.
It is our goal to provide a better quality of life for our
employees by offering the opportunity for personal and
professional growth. Finally, we strive to provide a fair
return to our investors.
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5. International Pan… where great people and innovative
technology combine to bring you the best in call center services.
Inbound and outbound call center services, order taking,
customer service and interpretation services.
How can we help you? It’s not just a question, it is our
philosophy and the cornerstone of everything we do. Since we
started, our vision has been to continually find new and better
ways to help our clients “make profitable connections with their
customers.”
Our professionally trained & highly skilled call center agents
maintaining proactive approach and deliver outstanding
customer service. The proficiency of our team makes us an
excellent choice to help you manage your business.
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6. cont’d.
You will find our staff responsive, reliable and innovative. Our
turnover is low and our morale is high. A difference that you
and your customers will appreciate.
International Pan’s business model is based on human
interaction, combined with state‐of‐art hardware and software
applications. We seek to employ professional people and to
turn raw data into meaningful, real‐time information at a very
customer‐friendly level. We assure every client we partner with
has a complete satisfaction. We focus on every factor or our
client relationship, such as company philosophy, employee
qualifications, information technology training, quality control,
documentation, and information process flow.
Envision our services propelling your sales to new heights &
boosting revenues many folds.
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7. cont’d.
We help companies respond to customer inquiries quickly,
leveraging the internet, but still adding a human touch. We
combine customer service with elements of marketing and
sales, turning every customer interaction into an opportunity to
maximize the lifetime value of that customer. As a result, we
help build profitable long‐term relationship.
We have extensively trained & certified support staff that are
trained in soft skills for high quality support. We tailor‐fit our
services to suit your requirements.
We are dedicated to finding precise solution for your customers
& deliver first contact resolution.
We ensure visible growth in sales, customer loyalty and client
base with ever shortening sales cycle.
Our ability to deliver in record time makes us an ideal choice to
help you with your outsourcing needs and consequently,
contribute to the success of your business.
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8. Company Name International Pan
Company Address 3018 Mullingar Walk, Missouri City, TX 77459
EIN 11‐3807849
Phone 1 866 819‐6210
Fax 877‐308‐6348
Primary Address Torre Generali, vía Brasil y Calle 50
Panama City, Panama
Primary Contact Michael Bolognese
Email Address mtodd@internationalpan.com
Web Address http://www.internationalpan.com
U.S. Owned & Operated Yes
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9. Capacity
Current Total Stations 420
Current Availability 27%
Additional Availability 150 ( available as needed; approximate 30‐day
lead time)
Long Term Availability 700+
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10. Technology
Routers All Cisco routers, firewall & switches
Predictive Dialer TouchStar Software & Inexus
Call Center Software TouchStar Software & Inexus 2 Call Center
Solutions
Internet 100% Fiber Optics from Verizon (10Mb) w/
Centennial T1 backup
Power Supply Business compound has backup generators,
could run for months
UPS Instant on, keeps systems operational until
generator starts
Remote Call Monitor Unlimited real time agent monitoring via
Internet access
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11. ADVANTAGE: Near‐Shore
Our staff is very familiar with “the American Way,” including weather, sports & current events.
Often call centers in Asia are all too easy to identify due to cultural boundaries. Our operators
enjoy seamless interactions with customers located in the United States.
Plus, considering a short flight and the resort climate, you won’t have to twist any arms for
sending your team on this business trip!
Most importantly, the Panamanian government has created an exceptionally favorable
environment for international business.
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12. ADVANTAGE: People
Our quality initiative is designed to keep project running smoothly and our clients happy.
Quality Assurance – Our QA department personnel is a group of seasoned veterans in the contact
center industry. They monitor live calls from the floor in real‐time and score each representative
on a number of client‐defined factors. Since each call we make or take is digitally recorded, they
can review and score representatives based on a history of calls.
Our process dictates that scores are sent directly to supervisors within minutes of each call to
highlight both skills and opportunities for improvement. Our supervisors are trained to provide
real‐time coaching so those issues are addressed within minutes ‐ not days.
The fastest growing segment in American business is found within Hispanic Consumers.
Hispanic buying power is increasing at a rate of 118% and currently is rated at $630 billion dollars.
Our government reports that over 12.5% of our population is Hispanic of Latino.
Considering that huge opportunity, wouldn’t it make sense to make those customers as
comfortable as possible? Our agents are fluent in English & Spanish. Our clients agree that this
has been a huge advantage in providing exceptional customer service and closing more sales.
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13. ADVANTAGE: Technology
Whether it’s our High‐Tech servers or fully web‐enabled seats, we are committed
to utilizing the best technology available to serve our client’s needs.
International Pan focuses on utilizing the best technology available to serve our
client’s needs.
International Pan focuses on utilizing technology specifically as a tool to enable a
powerful customer interaction environment. Although technology plays an
important role in an effective model, we realize that it should not exceed solid
human interaction. We utilize a strategic balance of technology and human
communications to ensure strong results. We strive to become a powerful
“behind the scenes” partner with each and every client.
Our software packages include an advanced predictive dialer, a workforce
management solution, real‐time digital monitoring and recording and real‐time
quality coaching.
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16. Selection of Internal Trainers from existing
agent pool
Train‐the Trainer program conducted for the
new trainers
Passive Participation in training for one month
2 trainer team to handle each room
Group size limited to 10 per room
Allocation of modules to trainers based on
primary & secondary skill sets
Training team performance analyzed using
group performance
Feedback from trainees collected and utilized
for training process improvement
Internal Development Plans (IDP) & Key Focus
Areas (KFA) developed for trainers
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17. Attitude/Aptitude
Personality Profile
Team Skills/ Experience Profile
Communication Skills/
Listening Skills
Listening Skills
Recruiting Source: Understanding/
Campus/Adverts/Web Analytical Skills
apps/Consultants/
Walk‐ins Voice Quality/Basic
People Skills
Group Discussion
English Comprehension/
Numerical Ability
One‐On‐One
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23. Receipt and communication of data through
encrypted formats namely PGF/Secured ftp.
Creation of secured transmission protocols namely
ftp, etc.,
Disaster Recovery: Periodic back‐up of data/voice
to equip for contingency situations
Creation of user definitions, policy and restriction
measures to arrest unauthorized entry or
accessibility
Installation of firewall mechanism to eliminate/
block unsolicited entry into network
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24. 24/7 support services
Application development and deployment
Firewall located on all networks
Internal Help Desk
Resolution/escalation procedures based on severity
Multi‐Dimensional reporting capabilities
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25. In addition to the information security measures,
International Pan also adheres to the following legal and
regulatory requirements:
Telemarketing and Consumer Fraud and Abuse Prevention
Act, 1994
The Federal Trade Commission Act, 1914
The DO NOT CALL Regulation
Gramm‐Leach Bliley Act
Compliance with client contractual requirements
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