Organisation Overview

Version 3 January 2010

Background
Established in 2004, headquarters in Birmingham Offshore delivery centres in Chennai, South India Offer both outsourcing solutions and services Cover a wide range of industry sectors - Media, Publishing, Information Management, Healthcare and Telecoms 250 employees handling Data and Voice Projects
- Contact Centre Services - Back Office Services - Research Services - Data Processing Services - Direct Marketing Services - Distribution Audit Services - Directory Publishing Services

The Merit Advantage

A unique operating model with UK operational managers managing the offshore delivery centre
UK based account managers / CRMs

Low risk strategy that mitigates risks perceived with outsourcing

Significant cost savings resulting from a skilled and experienced offshore workforce Superior quality due to the deployment of global managers Small operating teams for better control and visibility

Bureau teams cross trained to handle short-term dynamic projects

Flexible resourcing based on spikes and troughs in volumes Handle unexpected volume spikes on projects with dedicated teams

Flexible pricing model

Per hour, per complete or per FTE Charges based on utilisation / usage No management or set up fee for bureau projects Minimum of 30% assured cost savings

Products and Services

Contact Centre Services
- Inbound: customer care, technical help desks, payments processing, credit control and general query handling services - Outbound: bespoke database creation, data verification, surveys, data research, telemarketing, welcome calls and credit control

Back Office Admin Services

- Data processing, Forms processing, Customer transaction processing, Financial transaction handling, Market research

Research Services
Business / market intelligence, data collection for business forecasts Company profiling, industry specific data analysis and reports

Data Processing Services

Indexing services, document management, coupon processing, IVR transcription

Products and Services (Contd.)

Direct Marketing Services
- List cleaning (sales, marketing and events database or any other industry or region specific lists) - Data verification (voice verification and update of database) - Database building (from multiple sources, web and / or voice research)

Distribution Audit Services

- Verification of free distribution of newspaper / magazines in accordance with the ABC guidelines - Verification of distribution of leaflets in newspapers / magazines according to ABC standards

Directory Publishing Services

- Reader registration services (subscription renewal and new reader registration) - Cleaning, verification and update of directory listings

Merit Clients
Media & Publishing emap MEED Incisive Media Johnston Press Daily Mail General Trust Northcliffe Newspaper Group Newsquest Express and Star VNU United Business Media Archant Tindle Press Trinity Mirror Haymarket Future Publishing Clever TV

Information Management Business Monitor International emap CAP emap Glenigan emap Dehavilland CCR Bluesheep Preview

Others Hospitals Corporation of America Astute Conjungo Siemex Sky Kids Conde Nast BUPA

Team Merit
Delivery Team
University graduates with very strong English skills Extensive experience in working for UK / US clients Intensive multilevel screening and recruitment Pay well above local industry rate to attract exceptional talent Best candidates sourced from a vast talent pool

Middle Management
Professionals and domain experts with rich experience in leading teams

Top Management
UK based executives Collective experience of over 50 years in the BPO industry A unique combination of experienced UK and local operations managers

Team Merit (Contd.)

Transition
- Minimise risk to dependant stakeholders seamlessly transferring projects - Proven track record of transitioning complex projects in new domain areas - Project planners with in-depth knowledge of UK business culture

Quality
- Dedicated teams with profound project knowledge - Well trained on process and soft skills to ensure quality and accuracy

Training
- Exclusive operational trainers for bespoke projects - Accent and language trainers

Technology
- Software professionals to bring fresh insights on process enhancements - Dedicated hardware team - 24 X 7 technology support

II Floor, 3 Brindley Place, Birmingham B1 2JB Tel: 0845 2260631 Fax: 0121 6988600 www.meritgroup.co.uk