StateFarm RFI Sales and Marketing - IBEX Global by IBEX Global

RESPONSE TO

StateFarm Request for Information Marketing & Sales

ISKY

Table of contents

OUR PHILOSOPHY

EXECUTIVE SUMMARY

COMPANY OVERVIEW

OUR TEAM

STATEFARM CONTENT REQUIREMENTS

PRICING

REFERENCES

T H E I BEX SO L UTI O N

Testimonials WHAT CLIENTS SAY

IBEX GLOBAL / RESPONSE TO STATE FARM REQUEST FOR INFORMATION - MARKETING & SALES

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“IBEX continues to be one of our most consistent performers.” – Apple Executive

“I appreciate IBEX Global’s ability to make necessary changes quickly without lengthy due processes. Our industry is changing every day and IBEX Global provides us the flexibility to enhance the customer experience” - Western Union Executive

IBEX GLOBAL / RESPONSE TO STATE FARM REQUEST FOR INFORMATION - MARKETING & SALES

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“IBEX implementations and launches are the absolute best we have ever seen in the industry.” – AT&T Executive

T H E IBE X MA N IF E S TO

Connecting your customers to the best version of your brand. THE IB EX SO LU TI O N

Our Philosophy

echnology has altered modern consumer behavior forever. In today’s expectation economy, consumers expect more than a dinner-time phone call soliciting their business. The evolution of digital technology has forced every in-

dustry to rethink how data is consumed and how consumers are engaged. As a result, we’re modernizing our own tradi-

tional BPO approach. BPO has evolved well beyond “butt’s in seats” and optimizing call handle times and abandon rates. At IBEX, we’re focused on building the highest lifetime value for your customers, utilizing today’s most effective and digitally focused acquisition strategies, all with robust growth and retention capabilities as well. Our holistic and unique approach yields high “Return on Experience” with your customers and throughout our submission, we’re thrilled and just a bit excited as

Our Philosophy IT’S A NEW DAY

well, to show you just how we’re to forever raise the bar on your customer acquisition and retention strategy. The world has changed. It’s time the way you acquire, grow and retain your customers does as well.

ACCOUNT-BASED MARKETING ACCOUNT-BASED MARKETING inaaPredictive Predictive World in World

PROFILE DEVELOPMENT

Consumer Proﬁle Tiering Value and stack rank ideal consumer proﬁles based on: Line(s) of service activated Length of consumer lifecycle Expected LTV

Advanced Segmentation Parse and narrow consumer proﬁle targeting based on: Geographic region – split to ranked deciles within zip codes Credit and ﬁnancial performance and history

PROFILE TARGETING

Audience Targeting Set ad campaigns to speciﬁcally target desired consumer proﬁles, based on the advanced segmentation

Gender Relationship status (Single, Married, Family, Divorced)

Behavior Scoring

Map Marketing Tactics Directly link hyper-segmented ad campaigns and oﬀers directly to ranked expected conversion outcomes

Establish bid optimization to match that targeting and expected consumer LTV Develop Google Similar Audiences and Facebook Lookalike Audiences leveraging CRM data to further identify audiences matching desired consumer proﬁles leveraging native algorithms Utilize exclusion audience tools to ensure new acquisition marketing is not targeted to won customers or intentionally lost customers

Ad and keyword performance history Time, Day and Date

CONVERSION

Win-Back targeting Using Custom Audience targeting, identify lost customers fitting the ideal consumer profile desired for re-activation Launch targeted Win-Back campaigns with special offers and messaging desired to bring back lost customers

Identify key change of life events that would indicate an in market opportunity, e.g.: Shopping for a car or house Moving Getting married or divorced Starting a family

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MEASUREMENT

Pipeline Metrics Track behaviors at each stage of the web and call conversion process, by ad targeting and campaign, at the hyper-segmented level Time on site of average call handle time

Develop Personalization Use link between ad campaign and expected outcome to dynamically modify each web conversion funnel and call center experience Promote specific offers and levels/lines of service in a deliberate order based on the ad campaigns clicked through as well as the inferred consumer profile Optimize the order of offer presentation to drive efficiency for the consumer in the interaction and ensure the delivery is based on expected acceptance and LTV

Execute Directly link ad campaigns to dynamic conversion pages and call routing technology

Step in conversion flow Offers presented Order of offer presentation Offers accepted Offer activation rate and time Multi-line orders

Data Optimization Feedback pipeline metrics in real-time to ad management and call routing technologies Modify bidding based on newest performance data Increase or decrease desired site visits and inbound calls based on combination of market supply of available clicks, costs, LTV and call center utilization Match these modiﬁcations to volume and CPA objectives

A|B test the experiences across target segments to enhance outcomes Process outcome data in real-time to enable improved routing and conversion ﬂows

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M Executive Summary

ore than just mere words on paper, we understand the importance of customer acquisition, driving significant results and managing the overall customer experience. The customer lifecycle has become a complex and unpredictable journey for any organization. Today’s buyer is more aware, brand agnostic and singularly focused on what’s best for their bottom line. Without the right hooks put in place to pull customers closer to your brand, or more importantly, the right partner engaging your clients at every intersect, the risks clearly point to churn and shorter than

normal customer lifetime value. It’s our job to attract, manage and retain those customers for you. Unlike other companies with a singularly focused product line and capabilities contracted to generate sales, or perhaps upsell a product or two, at IBEX, our proprietary and integrated omni-channel platform allows us to: 1. Target - 2. Convert - 3. Grow and - 4. Retain your customers. In essence, our integrated platform capability consolidates and brings order to the chaos typically managed by many vendors, to what can be done in one seamless manner by your new trusted partner here at IBEX.

IBEX SOLUTION

At IBEX, we’ve built something special which we’re thrilled to share with you.

Here’s How

TARGET Customer Acquisition: Everything starts with a click.

Target

Whether that click is the search of a term on google, the like of a friends post on Facebook or the dial of a mobile device, we target, gauge, measure and determine the intent (and value) of that click to derive the near and long term value of that consumer for your brand. We’ll apply proprietary technology and customer contact expertise to deliver cost effective, highly profitable, online customer acquisition strategies through various digital media channels. By leveraging customer acquisition and retention data, Statefarm (by way of us) will then hyper-target, the best, high-efficiency customers who may or may not be “in market” for services. We’ll do this by matching all of conversion data, line of business sold data, and LTV data to each marketing initiative we create in deep detail and drive this through highly targeted digital media.

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incentivized and gamified environment breeds a culture of closers who are attentive to the sales process looking for high yield, margin enhancing opportunities for some of the best companies in the world. Our specialty is cross-selling bundled services to consumers who aren’t aware that they may need a service or two which they can benefit from.

CONVERT Customer engagement:

Convert

In short, we’re going to help generate long lasting customers. Our award-winning sales culture yields excellent results closing successful transactions not only with inbound inquiries, but also concentrated and targeted outbound campaigns, through Voice and Chat channels. IBEX’s sales solutions go a step further than simply generating new leads through a “pray and spray” approach. We focus on strategies that optimize client profitability by improving process efficiency and ultimately lowering the total cost of customer acquisition.

For Statefarm, we view an auto policy as the tip of the spear. Providing knowledge and “getting to yes” on other bundled products (life, property, for example) is where our rubber meets the road. With considerable experience in the domain, our experienced reps are incentivized and skilled at generating a maximum number of lines of service to increase your customer ‘stickiness’ to your client side LTV. Maximizing LTV: It’s a known fact that clients who “auto-pay” yield longer returns in the customer life-cycle to your organization. At IBEX, we fully understand the need to increase and leverage your “direct-pay” clientele. Our agents have been sufficiently trained and incentivized to follow each sale closure with a simple, yet effective reminder of any direct-pay options Statefarm offers, which will minimize churn.

Revenue Optimization: Key Not all sales leads are created equally. By leveraging our Idea

pre-qualification solution, we plug the inefficiency leaks associated with high pedigree agents handling low value calls. Our pre-qualification filter is part of an integrated offshore model providing Statefarm a highly cost effective ability to qualify high value leads and “hot-hand” them off seamlessly to licensed agents, all while low value, non-intent purchasers, are handled in a highly cost effective manner offshore.

And finally, our secret sauce: It seems these days that “Ai” is the rage. Every company (one way or another) has some form of Ai available. While that’s great for others, we’re humbled to have the unique ability to leverage the ground breaking and highly sought after technology of our sister company, AFINITI for our clients to

Cross-selling is our specialty: Key We work undercover for multi-national organizations globIdea ally generating incredible amounts of revenue. Our highly

leverage. Our partnership provides IBEX a MASSIVE advantage in generating more revenue per call than others.

Key Idea

HOW IT WORKS Our AI technology pairs callers and agents on the basis of behavior. We then use complex artificial intelligence algorithms to determine the optimal fit between certain callers and the best representatives to handle their calls. When these patterns are applied in real-time, it influences contact outcomes in a way not possible with traditional timebased, utilization-based or performance-based methods of contact assignment leading to 15%+ improvement in sales conversion based on personality matching for another large insurance provider. In short, we pair the best agents to each specific caller to drive the highest ROI possible.

NOT TOO SHABBY!

GROW Customer Growth through Artificial Intelligence:

Grow

Utilizing bi-directional integration with your current CRM provider and leveraging your data, existing customers can be targeted with compelling ad copy based on the products and services they have today and where they are in their customer life cycle. The unique messaging, delivered across digital ad channels, enables the maximum return by creating an additional point of contact where the same web and call center conversion process can be utilized to present specialized offers to customers creating incremental lifetime value. These downstream interactions enhance the consumer experience, deepen the relationship, strengthen profitability and lengthen consumer longevity. Itâ&#x20AC;&#x2122;s a known fact a consumer invested with multiple lines of service are more likely to remain customers for longer periods of time and add on more â&#x20AC;&#x153;premiumâ&#x20AC;? lines of service as their lifestyles mature. Delivering optimized messaging to these consumers, at the right time, the right place, on the right device and utilizing our intelligent web and call routing technologies, enables us to DRIVE these growth opportunities intelligently, rather than process them opportunistically.

CONNECT. ACT. EVOLVE.

LISTEN. LEARN. LEVERAGE. RETAIN Retain your customers with our integrated Customer Experience Management Suite: Our integrated CX software simply improves your customer experience. Our cloud-based customer experience platform instantly identifies customers at risk of defection and through robust alert hierarchy mechanisms, provides those responsible for the customer with immediate action tools to listen, learn and act upon customer verbatim in near real-time. Access to our real-time dashboards provides Statefarm “in the moment” ability to see key drivers affecting (or improving) the corporations overall CX. Coupled with our robust and integrated text analytics engine, Statefarm will be able to pinpoint and understand specific customer stories to make better business decisions, and create more meaningful relationships with your customers. Additional product offerings

Welcome Call to the Customer

Retain

Enrollment The day following enrollment

Member Touch Points: The longevity of a client depends on many factors along the way. While great service sounds great in theory, it’s the practice of providing small “moments of truth” in the client’s eyes which make a difference from being a customer, to a brand advocate. Our proprietary “member touch point” customer relationship management plan provides key contact points to keep your members engaged and loyal every step of the way through their customer journey.

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Welcome Letter & Magnet

Thank you postcard sent One week after enrollment

One week prior to member’s birthday

Two weeks after enrollment

Welcoming Customer to StateFarm. Conduct a feedback survey permission to contact for other offers

Annual Renewal Period

Within

days of Enrollment

30-45

Days From Renewal Annual Renewal period and reminder calls Done 30-45 days prior to the renewal period

Within

days of Enrollment

Annual Account Check Contact the consumer to remind them of their annual account check-up

Instant access to real - time dashboarding, CX response data and robust analytics with a click of a button!

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BEX Global owns and operates 22 contact centers worldwide; with 10 contact centers located in the U.S. and 12 global sites: Latin America (Jamaica and Nicaragua), Europe (Bristol, UK), Asia (Philippines and Pakistan) and Africa (Senegal). Please see an Illustration of IBEX’s global footprint: Established in 2003, IBEX has been managing a portfolio of BPO operations, servicing clients in all aspects of customer lifecycle management from Customer Support and Sales to high-end level 1 and 2 Tech Support to companies such as AT&T, Amazon, Western Union, Frontier Communications and Fitbit.

Company Overview

IBEX is an optimal size organization, enabling us to deliver optimized results for our clients with ‘boutique’ flair. We are the best alternative to billion dollar players while delivering the most consistent performance; from

CUSTOMER EXPERIENCE

At IBEX, we’ve built something special which we’re thrilled to share with you.

over-investing in the initial launch of the program, to an improved interactive training process and strong daily performance management, our approach in meeting and exceeding our clients’ program-specific business goals is unmatched in the BPO industry IBEX’s Supplier Diversity Initiatives As a part of our diversity initiative, we have engaged a diversity company to be a significant part of our on-boarding process to enhance our workforce and agent retention. We believe that the spending on this diversity organization is over $3M annually. Our IT spending on infrastructure and desktops is approximately $10M annually. We have recently launched a procurement process to actively solicit proposals from MBWE organizations and we are committed to allocating a significant percentage of this $10M to suppliers who are registered diversity organizations. We believe there are opportunities to look for diversity suppliers for our spending on facilities, cubes, cabling and other installations of production floors and training room facilities. This spending is in the range of $5-6M. We are launching an active program

to evaluate diversity vendors for these products and relevant installation services. Similar Experience Square Trade: 225 associates providing Warranty Customer Care and Claims Support for TVs, Laptops, Appliances, tablets and mobile devices serving both the buyer of the warranty and the retailer selling the product. Claims and back-office support in support of B2B retail clients as well as their direct channel as the company sells through large retailers online, in-store, and directly through its website. Key Performance Indicators of the program have been our ability to diagnose Claims calls and resolve with technical support to avoid a claim and/or replacement of the appliance altogether. This has reduced the clients’ cost per claim by 23% in the last two years while increasing customer satisfaction. One of the Largest Insurance Services Providers in the U.S.: IBEX has been providing direct services to the Client’s customers for billing, policy questions and general inquiries on various types of insurance policies that the Client offers. IBEX also provided personalized service to assist the Client’s agents in the field through voice and chat based queues

Individual Expertise Below are the key individuals who will be involved with State Farm. We believe a better understanding of the scope through observing existing operations is required to confirm the fit with State Farm. As we move forward in the relationship, the selection of the account managers and operations team members will be determined. Tracey Scheffler – SVP, Business Development With over 16 years in the contact center industry, Tracey has a unique background in revenue generation, strategic planning, executive workforce design, retail contact center execution, outsourcing strategies including offshore, near-shore, domestic and work at home which gives her clients a resourceful partner. Her previous clients include Fortune 50 companies and leading retail brands. She helped companies increase sales by 20% through contact center transformation and decreased cost per contacts by 30%. She received her M.A. and B.A. from Clemson University. Susan Jeffries – Six Sigma Master Black Belt Susan holds an MS in Math and Statistics and used Applied Cause and Effect Analysis (also known as Design of

IBEX GLOBAL / RESPONSE TO STATE FARM REQUEST FOR INFORMATION - MARKETING & SALES

Experiment) to complete over 100 projects. These projects use fractional factorial designs to simultaneously analyze 20-30 ideas to improve call center performance. This cause and effect process finds the Significant ideas; 25% significantly Improve the KPI, 25% significantly hurt the KPI, 50% make no significant difference. Susan’s key focus areas include “Changing I think…into I know…and by how much”. Wadad Nsouli – VP, Global Quality Management / CSAT Wadad has been with IBEX Global for 5 years and responsible for all aspects of Global Quality Management and Customer Satisfaction functional areas including call monitoring, root cause analysis, data readouts to Operations/ Clients with key findings and Voice of Customer analysis. Prior to IBEX, Wadad held the title of Group Manager at Sprint Nextel for 7 years. At Sprint she supported communication initiatives and information portals for the Telesales and Sales Support teams first 3 years. She spent last 4 years supporting Quality Assurance and the Customer Experience for all of Customer Management: Telesales, Customer Care, and Prepaid teams.

all client implementations follow our standard implementation process that will ensure projects are on-time, on-budget and performing to contractual requirements (including over 500 tasks in the pre-launch plan).

Wadad holds a Degree in Communication Arts (Radio/ TV/film and Journalism) from the Lebanese American University. Margaret Jordan – VP of Implementation As Vice President of the Global PMO, Margaret managed 30 Project Managers around the globe and oversaw the execution of all global projects. In her last position at Sitel, Margaret was Vice President of Project Management for the Facilities & Real Estate organization. At IBEX, Margaret is responsible for ensuring

Providing Support in 20+ Languages 180 Million Interactions per year

15,000+ Employees

Site

10 Sites

US GLOBAL HQ

4 Site

PAKISTAN

Site

PHILIPPINES

Site

1 Site

NICARAGUA

SENEGAL

Site

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reat people make great companies. This isn’t merely a good-looking group of experts and misfits; they’re the key ingredient to Statefarm’s success, and to your new Customer Journey Management lifecycle which turns amazing ideas into revolutionary products.

We aren’t here to push old tech onto new customers; we’re here to change your landscape, to upset the competition, and to delight your customers at every turn. We come from a stellar pedigree of blow-up-the-box thinkers and savage coders, inspiring customers from around the globe who share our passion, and who believe new ideas and constructive disruption are the key ingredients to new levels of brand success and customer satisfaction.’

Our Team THE IBEX EXPERIENCE

Great people make great companies. EXECUTIVE TEAM

BOARD OF DIRECTORS

Bob Dechant - CEO

Zia Chishti - Chairman IBEX, Chairman and CEO of

Jeff Cox - Head of Customer Acquisition Division

Afiniti, Chariman and CEO of The Resource Group

Jason Tryfon - Head of CX Division

Gerard Kleisterlee - Chairman of Vodafone Group,

Anthony Solazzo - Head of Insurance Division

former President and CEO of Philips

Julie Casteel - Chief Strategic Accounts & Mar-

John Leone – Managing Director – PineBridge Invest-

keting Officer

ments

Bruce Dawson - Chief Sales & Client Services

Dr Joel Peter Wyler - Chairman of Granaria Holdings

Paul Inson - Chief People Officer

Mohammed Khaishgi - Chief Operating Officer of The

Gilbert Santa Maria - Chief Operating Officer

Resource Group

Jim Ferrato - Chief Information Officer

Bob Dechant - Chief Executive Officer

Karl Gabel - Chief Financial Officer

IBEX GLOBAL / RESPONSE TO STATE FARM REQUEST FOR INFORMATION - MARKETING & SALES

THE TOTAL NUMBER OF W-2 EMPLOYEES IBEX’s current global FTE count includes 15,000+ highly experienced Customer Care, Sales and Technical Support representatives. In the U.S., there are currently 4,646 W-2 employees. THE TURNOVER RATE FOR THE PREVIOUS TWELVE MONTHS IBEX’s turnover rate for the previous twelve months:

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Statefarm content requirements WHAT WE DO 3c. Vendor/Product Service Details Knowing what works and how to achieve this goal separates IBEX from the rest. We understand baselining performance, measuring significant results, driving consistency and balancing customer experience. We have the best agents in the industry demonstrated by our employee feedback which translates into the fastest speed to proficiency, lowest turnover and solid decisions based on data. Why is this important… Long ramps and extended periods of low performance translate to lost revenue. Transitioning or ramping sales work to a new supplier can cost companies months of lower sales performance often leading to many questions and doubts. IBEX delivers high speed to proficiency and execution. How do we do this… · · · ·

Agent focused Significant results Consistency Applied cause & effect

Agent Focused

Significant Results

Consistency

The core of IBEX’s sales system is based on the competencies and behaviors of our top-quartile sales program agents and floor mentors. This core is derived, and then further strengthened, by our proven approach which includes:

IBEX’s sales solutions go a step further than generating new leads and expanding clients’ customer base. We focus on strategies that optimize our clients’ profitability by improving process efficiency and ultimately lowering the total cost of customer acquisition.

Know your baseline… Establish opportunity and measure at the agent level. We know averages or metrics that do not reflect consistency are of no value. IBEX achieves a demonstrated agent consistency through a small standard deviation.

· Combining this program methodology with our experienced Insurance industry recruiters will result in our hiring the right team members for this program. We apply rigorous screening with carefully developed agent profiles for Insurance policy sales. · We leverage our experienced training staff by developing our agents to have the right sales behaviors. We maintain an operations validation process that ensures agents selected for the program can drive results in-line with processes, procedures and objectives of the program.

We offer both inbound and outbound sales-centric services through Voice and Chat channels – in English as well as bilingual English/Spanish. One of the key aspects of our Sales system is the utilization of our proprietary 5-step sales process –SUCCESS, which includes 22-sales behaviors. The sales process and behaviors enable our sales agents to seamlessly and effectively move a customer through the sales funnel – from a casual ‘shopper’ to a loyal customer.

Below is an example of the initial baseline of a program with a wide variance of performance by agent. Each dot represents one agent’s total monthly sales.

Another example below of ‘baselining’ performance demonstrates a wide variance of performance; another tremendous opportunity for improvement in consistency.

Applied Cause & Effect Applied Cause and Effect Analysis (also known as Design of Experiment) uses fractional factorial designs to simultaneously analyze 20-30 ideas to improve call center performance. These ideas come from your agents; instant buy-in from employees. This cause and effect process finds the Significant ideas that improve performance. These projects typically find that 25% of the ideas tested will significantly improve the KPI, 25% significantly hurt the KPI, 50% make no significant difference. We specialize in “Changing I think…into I know…and by how much”. What is it? Process Improvement… • Ability to test ideas in a live environment • Quantify the impact of each idea • Customer determines what works and what does not work by customer behavior • Actual results: 200+ projects showed that 50% of the ideas made no difference, 27% helped and 23% hurt • Know what works and by how much How does it work? (Agent Focus + Science)

Example below depicts how we drive consistent sales processes and performance:

1. Gather ideas through agent interviews 2. Identify up to 30 ideas to test, minimum of 11 3. Select agents to participate 4. Orthogonal Design – Key to Success 5. Agents chosen 6. Each agent randomly chooses a combination, each combination is different and has one half of the ideas 7. Measure for compliance 8. Analyze the data with 95% confidence in the results 9. Continue to test as ideas are eliminated and implemented which gives 100% confidence Below is an example of the life cycle of a program before applied cause and effect, during applied cause and effect test and after the test. In addition, the chart shows the impact to performance of a new product and then results of returning agent compliance to the ideas that work.

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3f. Additional Content Needs 1. Describe the customer service philosophy and practices of your contact center. While customers are the starting point for most of the BPOs and they work backwards from there, the agents are at the center of our Company and we work our benefits and processes backwards from them. This provides us with the right focus to deliver our customers the best solutions. We design our operating philosophies to remove all the noise from the agents’ work lives, enabling them to focus entirely on delivering the BEST results. This philosophy is at the forefront of our engagement model and our objective is to invest for the long term in our people. Most of our new agents come from our agent referral program – agents want to work at IBEX. Why? Because we put the agents first in all that we do. From the design of our contact centers to the food, healthcare, fitness center/exercise programs at the site, banking centers and more, we are in business to support our agents who are conversing with your most valuable assets – your customers and prospective customers. Our agent engagement model is a clear differentiator in the industry and sets IBEX apart from other companies. Employees that love their jobs, their work environment, and their employer, feel empowered and respected in their work.

Customer Experience comes in a variety of avenues, ranging from Issue Resolution to First Call Resolution, to Net Promoter Scores, to decreasing customer callbacks – every client may track one metric over another but it all comes down to the same key behaviors: the satisfaction of the customer, their willingness to recommend your product to others, the perceived value they are receiving and the ease of doing business with you. The key components of our quality program:

Taking that data and ensuring that agents are trained to identify call reason ensure issue resolution on that call. During the call, it becomes tremendously important that agent proactively addresses adjacent issues where in many instances will be a question that a customer might come back with a couple of days later. This proactive approach demonstrates that our agents are in tune to those in line items – significantly decreasing the number or repeat calls.

• • • • •

Another aspect of IBEX’s practice to gain optimized customer service is the use of Quadrant projections for comparing between QA & CSAT performers & non-performers.

Agents / Process Backend Sales / System Adherence Strategic Monitoring Technology Reporting / Business Intelligence

QA-CSAT Alignment The following illustration depicts how IBEX uses standard deviation and regression to understand the gap between QA & CSAT:

In return, our agents have high attendance, they stay with the company longer and, most importantly, deliver first-rate Customer Service to our clients’ customers. This benefits both IBEX and our clients and will tremendously benefit State Farm in achieving program-specific goals in partnership with IBEX. IBEX QA Organization’s Practices further Support our Customer Service Philosophy IBEX QA team utilizes a Centralized QA model which enables our QA team to help maintain increased efficiency and data accuracy. Call monitoring, accuracy of data, ensuring minimal variance and constant feedback on opportunities is our table stakes. IBEX brings proactive insights to our clients. Voice of Customer – We have line items that cover Voice of Customer detail around customer demeanor when entering and leaving a call (promoter, detractor, neutral), their likelihood to recommend the service to others, their perception of IR, and their perceived ease of doing business with the client.

These few examples illustrate that IBEX has a strong capability and expertise to fully align our customer service with our client’s customized requirements. We understand that customer service is not a ‘one size fits all’ approach. Our multi-channel solutions are robust and scalable, and ready to serve State Farm customers while meeting and exceeding State Farm’s program-specific goal through first-rate customer service.

Example below describes how IBEX has created tremendous value for our client – utilizing our high-skilled and productive sales team:

IBEX PROGRAM FOR ONE OF THE LARGEST INSURANCE SERVICES PROVIDERS IN THE U.S. IBEX provides direct services to the Client’s customers for billing, policy questions and general inquiries on various types of insurance policies that the Client offers. IBEX also provides personalized service to assist the Client’s agents in the field through voice and chat based queues. PROGRAM-SPECIFIC CHALLAGES • Valid vs. invalid transfers-enterprise-wide and transfer reduction: When we launched the program, the client gave us a transfer rate KPI of <25%; meaning, we should be able to handle 75% of our calls without needing to transfer the caller. • Immediate action process: An immediate action occurs when there is either an escalation from a caller, the client’s field agent or customer, or an observed extraordinary infraction by the clients’ Quality Assurance. The client’s process, used when these infractions occurred, was to email the department or site notifying them of the infraction. From there, the department or site needs to investigate, take the necessary correction step, and then report back to clients’ QA within 48 hours. Missing from this process was any real tracking or backup to ensure the infraction is worked in a timely manner

2. What is your definition of high producing, highly skilled sales professional? Consistent Agent Performance with Double Digit Baseline Improvement We will leverage our Insurance industry specific agent profiles and relevant screening which will enable us to identify agents having similar competencies as our top quartile sales agents; this ensures the highest propensity for future sales success of the overall program. Some of the tools IBEX uses in this process include: • Existing successful agent recruiting profiles – vetted for accuracy • Assessment of completed recruitment processes enables us to develop a competency model of our top quartile sales agents and leaders. • Scatter-grams which illustrate the relationship between sales performance and competency assessment scores. • Eliminating false positives & negatives, the assessment tool becomes an extremely accurate predictor of a new hire’s revenue-generating performance. • Ensuring a narrow variance in performance amongst the agent group delivers optimal results versus measuring an average result.

IBEX GLOBAL / RESPONSE TO STATE FARM REQUEST FOR INFORMATION - MARKETING & SALES

• Customer Verification improvement: Similar to many companies, and especially in heavily regulated industries such as insurance, the client has exposure to liability and fees as a result of not protecting customer sensitive data. Beyond this, the client views protecting their customers from identity theft as one of its very highest priorities. IBEX’S PROMISING SERVICE AND SOLUTION-SET • After several months of pouring through call recordings, we determined that upwards of 90% of our transfers were valid, based on what skillsets IBEX agents were trained on. The client adopted this view and updated their transfer reporting to include valid vs. invalid as a measure across their enterprise. We also used this process to identify what agent skillsets were missing. After identifying which skillsets were missing, IBEX conducted nearly 1,900 hours of agent up-training over the course of two months. • IBEX developed a well-structured template for communication and tracking, which was then deployed by the Client in SharePoint. • Several months after the program launch, IBEX implemented a plan which included developing call-opening scripts, training agents on call control, Quality Assurance immediate alerts and making 100% customer verification a requirement for graduation to production. HOW IBEX CREATED VALUE FOR THE CLIENT THROUGH PROGRAM SUCCESS • The net result of the refresher training was a 16 point improvement in transfer rates, which translates to one call resolution on 15K more calls a month, which greatly improves customer experience and reduced cost to the client • The process of using the template, developed by IBEX, was tremendously effective in improving program quality. This process was then adopted by the client across the enterprise • IBEX’s multifaceted plan, including call-opening scripts, training agents on call control and more, IBEX improved customer verification by 90%, bringing the number of observed infractions from about seventy a month down to less than seven. For perspective, with less than nine months experience on the program, IBEX consistently led other, more experienced, sites in this very important aspect of the program • Program growth: The Client’s program was launched in Q1 2015 with two lines of business totaling 106 FTE. Over the course of 2015, the strong partnership and steady monthly performance improvement resulted in the client doubling the size of one of the lines of business and adding chat support, a net increase of approximately 60%. After launching billing chat support, a program that was supported by IBEX – which was also part of the client’s captive operation – the client quickly determined that the level of quality and support IBEX was delivering exceeded their expectation. As a result, in Q4 2015, the client awarded IBEX 100% of the work and repurposed their internal chat team for other work. I B E X R F P 2017

3. Describe your process for monitoring the sales professionals’ compliance and customer service. IBEX’s quality monitoring process is based on a ‘Developmental Needs-Based’ philosophy; an approach which helps drive a customized monitoring plan for tiered coaching and development of our sales professionals with regards to their compliance and customer service. In other words, representatives are provided coaching and on-going training depending on their observed performance.

representatives on the program, unassisted and unscheduled, whenever needed. This remote monitoring capability can be structured either as ‘blind’ (with no interaction from the IBEX Account Manager), or as ‘assisted’ (letting IBEX control the functions of the call monitoring session). For ‘blind’ monitoring sessions we will also provide State Farm with the representative ID information, in addition to the dial-in number and web portal access. 4. What are the hours of operation for your contact center? IBEX’s hours of operations are 24/7, except for Christmas, New Year’s and Thanksgiving Day.

Based on the above call quality criteria, IBEX’s sales professionals’ calls are scored and the representatives are ranked on their Scorecards for their performance on variables such as tone, speech clarity, demeanor, customer rapport, empathy, call opening/closing style, system usage, info provided to the customer, relevant probing/verification of problem, FCR, AHT, etc.). The QA staff conducts two distinct types of monitoring: • Type 1: Assesses adherence to our Clients’ specific requirements • Type 2: Focuses on representative development The Call Quality Monitoring is conducted via the following methods: Internal Monitoring The Supervisor/Team Leader or Quality Representative listens to a statistically valid sample size (depending on the representative’s performance, call duration and client requirements) of calls weekly, per representative. The intent is to provide immediate, actionable response to the representative to stimulate rapid improvement for areas of opportunity and continue to build on morale. Side by Side During a ‘side by side’ session a Supervisor/Team Leader or Quality Representative sits beside a representative and plugs into their phone line. Shadow Utilizing a station on the production floor, a Supervisor/Team Leader or Quality Assurance Representative listens to and watches the screen movements of the representative, without their knowledge. Calibration Calibration is a combined effort involving our Quality Representatives, Quality Supervisors, Quality Manager and our client’s management team and is held on periodic intervals (weekly/monthly) depending on the client’s requirements. This group listens to and evaluates the representatives collaboratively, to ensure consistent scoring and scoring criteria alignment. If the same program is operational in two centers, cross-center calibration is also conducted. Our typical tolerance for variation (error margin) in call scoring between our client’s scores and our own QA scores (as observed during the client calibration sessions) is within 5% of the client’s assigned score for each call, i.e. we maintain an accuracy level of 95% in call scoring. Remote Monitoring We can also offer unscheduled, remote monitoring capability to State Farm. This is done via a designated dial-in number and access to a secure web portal. In this manner, State Farm personnel or their designees will be able to remotely monitor the

5. How many P & C licensed sales professionals are in your contact center? We have approximately 250 health insurance licensed agents. IBEX has the ability to scale P & C agents using our existing licensed agent recruiting and onboarding compliance management processes. 6. Please explain your PCI compliance program. As a PCI DSS compliant organization, IBEX has implemented layer of controls based on defense in depth principle which includes but not limited to following controls: • Logical segregation of client’s program • Unique user ID & strong password control • Strong access control based on need to know & least privilege principle • Controlled privileged access & periodic reviews • Hardened OS configuration based on industry best practices & client’s requirements • Restricted access internet access control as per the program’s requirements • Regular vulnerability assessment of critical assets • Anti-virus solution with regular updates • Background screening of prospect employees • Protection of information using encryption when sent across public network • Strong physical access controls with log management • Periodic Security audits by third party (QSA for PCI DSS) & internal teams • Encryption for Data at rest and for back ups • Logging & monitoring of critical assets using SIEM solution 7. Please explain how you protect your client information from internal and external threats. In addition to PCI compliance, IBEX is also ISO 27001 compliant organization. We conduct an internal audit annually as per the controls of ISO 27001. An Audit report is prepared for our sites and its findings are shared with relevant teams as a part of our Continuous Improvement process. We have also implemented a corporate-wide Information Security Management System (ISMS) policy which is derived from ISO 27001. Logical Security • All public interfacing systems and all critical internal systems have a vulnerability scan conducted and any issues are immediately reported to the appropriate teams for immediate remediation • A centralized WSUS patch management system is in place across IBEX to ensure timely patch distribution to each system • A well-structured change management process is in place that requires relevant approval prior to implementation

• All applications developed at IBEX follow our SDLC and security policies and are tested for vulnerabilities prior to deployment in production • All systems are setup according to the companies hardening policies • All of our entry points in the network are protected by a firewall based on the Cisco platform • Different areas of our network to segregate DMZ\LAN etc. are also firewalled • Servers that store sensitive client data are also behind a separate firewall further segregating the LAN and protecting vital data • NTP is used across the enterprise to keep the time in sync with a central router that uses a military naval time server to remain up to date • We also utilize a Fortigard IDS and Snort IDS system to alert us of any suspicious traffic on the network • A scan for rogue wireless access points is conducted every week at each of our facilities and the security team keeps track of all AP’s at each facility and identifies any rogue AP’s. If any are identified the incident management plan takes affect and the rogue AP is identified and taken offline • Guidelines are provided to remote users detailing the precautions they should take before connecting remotely • Each individual within the organization is assigned a unique ID. No group or shared accounts are permitted in the environment. The only teams that have access to create accounts in the environment are the System admins and Service Desk groups and both teams are trained and well aware of these requirements and reject any request for group or shared accounts to be created • As per our server and network configuration policies, all vendor supplied default passwords on all equipment are changed prior to deploying into production Physical Security IBEX has implemented strong physical access controls to protect the business premises and information assets from unauthorized access, damage and interference. Following controls are implemented to ensure the physical security: • All entry and exit points are identified and controlled in all IBEX facility. • All secure areas are being controlled by an access control card system. • Security personnel monitor the premises 24 hours a day throughout the year to ensure that the premises are protected from unlawful entry. • CCTVs are deployed for monitoring of critical and sensitive areas. • All third-party personnel entering critical areas are escorted and their entry and exit logged. • Staffed Guards – Total of 7 staffed guards on-site 24/7 and 1 Supervisor 8. Describe your business continuity and disaster recovery plans

blow-up-thebox thinking

IBEX’s disaster recovery is tested twice a year and updated annually. Under this plan, IBEX can provide its clients with immediate notification in case of any site failure or unscheduled downtime. The disaster recovery plan is part of a larger risk mitigation strategy, sole purpose of which is to analyze and reduce identified risks related to numerous types of threats that may be caused by the environment (e.g. hurricanes, floods, fire, etc.), technology and / or human interaction. IBEX’s Chief Technology Officer works in concert with internal teams on risk assessment initiatives, to further evaluate existing physical and environmental security and controls, assessing their adequacy relative to identified threats.

also are equipped with automatic fail over systems, ensuring high ‘up time’ for all client campaigns. This back up technology ensures consistently high levels of performance in the face of factors relating to inoperable phone lines, equipment failures, power outages, and related center based concerns. IBEX also has a redundant MPLS network, which distributes all processing functions including inbound and outbound communications, data entry, electronic file distribution, scripting, etc., to an array of servers at multiple sites. In the event of a disaster, IBEX can use this distributed “hub and spoke” system to restore communications services and data processing quickly and efficiently. IBEX’s contact center operations also have a series of business continuity protocols (deployed by site). In case of a disaster, a combination of contact center back up services including backup generators and UPS systems automatically activate as needed. 9. Please describe the technology and equipment used by your contact center professionals, (e.g., telephone system, operating system, workstations, contact management system, etc.) IBEX’s call centers utilize SIP for voice connectivity to centralized Avaya platform which is integrated with client supplied Genesys and Cisco based Telephony & CTI environments for dynamic call routing and reporting. The Call Management reporting platform is redundant and geographically dispersed. Carrier access is spread between the two Data Centers in such a way that a single Data Center outage will not disable the entire project. The CTI environment is also installed across both Data Centers. Voice over IP as well as agent Desktop PC data connectivity is via Carrier Redundant MPLS and IP services, while Voice and Data Access into the Data Centers is provisioned via diversified fiber optic ring topologies. Call routing via this setup includes capabilities for ANI and DNIS. Using this setup IBEX can provide a unique DNIS for each call type and can also support multiple numbers used by State Farm. We utilize Microsoft Windows as our primary desktop OS and utilize Microsoft server 2012 for AD environment. Our primary path is MPLS and backup path is IPSec VPN. Both circuits are used to reach our data centers in Dallas TX and Hampton VA where we have redundant Internet links. Internet in Hampton and Dallas are from COX Communication and Cogent respectively. Since we have Dual Links at site level and Data Center Level and Auto failover is configured so traffic is automatically shifted to backup circuits in case of any link failure. During Q4 2016, we have implemented a colocation facility in a Tier 4 Data Center in Dallas TX. This significant milestone has enabled IBEX to grow exponentially in terms of IT. This achievement has also enabled a Data Center uptime of 99.995% 2N + 1 fully redundant infrastructure, minimum 96 hour power outage protection, environmental stability as well as complete carrier redundancy.

Another integral part of IBEX’s disaster recovery plan is its redundant fail-over data center setup. IBEX maintains dual data centers, in diverse geographic areas with dissimilar weather patterns ensures redundancy in case of any natural disaster. In addition, the data centers

IBEX GLOBAL / RESPONSE TO STATE FARM REQUEST FOR INFORMATION - MARKETING & SALES

I B E X R F P 2017

PRICING

REFERENCES

Our pricing model is structured to align our incentives with your goals. We want to acquire higher margin and sticky customers for you and share the risk and reward together. Our pricing is meant to reflect this.

Please provide three current customers’ contact information, each from a different company. If possible, include references where your company is providing services similar in size and scope to what is being requested in this RFI. Include the following for each reference:

Price Per Acquisition - no hidden costs,

• Company name • Customer contact with phone number and email address • Brief overview of the type of product or services provided

Upfront Setup Fees: $0 Single Line:

Auto:

Home:

Life:

$180 / policy

$195 / policy

2 products 10% incremental bonus 3 products 15% bonus Direct Deposit = $45 / direct deposit Retention commission = 5% of annual renewal premium *Should additional product lines be added, pricing can be finalized at a later date. **Comissions paid post 45-60 days “cooling off” period.

Weâ&#x20AC;&#x2122;re ready to roll up our sleeves.

Thank You. IBEX GLOBAL / RESPONSE TO STATE FARM REQUEST FOR INFORMATION - MARKETING & SALES

I B E X R F P 2017

AFFILIATES AND SUBSIDIARIES

IBEX Global 1700 Pennsylvania Ave, 5th floor Washington, D.C 20006 www.ibexglobal.com

Afiniti

ETQ

IBEX MENA UAE

Afiniti Brazil

ETQ Insurance

IBEX Philippines

Afiniti France

ETQ Plc

IBEX Private (Pakistan)

Afiniti Holdings International Limited

ETQ SPV

IBEX Senegal

Afiniti Spain

IBEX Bermuda

iSKY

Afiniti UK

IBEX Canada

Telsatonline

DGS 7 Degrees

IBEX Cyprus

TRG Customer Solutions

DGS Auto

IBEX Global Solutions

TRG Holdings

DGS EDU

IBEX GS Jamaica

TRG International Limited

DGS Lakeball

IBEX GS Nicaragua

Virtual World

DGS Netherlands

IBEX GS St. Lucia

DGS Private

IBEX Ireland

DGS Tech

IBEX Luxembourg

Digital Globe Services, Limited

IBEX Marketing UK