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David Hotson

Customer Service Director

Director

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Granville/Time Group & Partners

Founded in 1987 by Tahir Mohsan and Dr Tariq Mohammed

$400m Annual Turnover Several companies in UK, EMEA & Asia Over 1.05m PC systems supplied last year Own 26 acre manufacturing site in UK (2m capacity) 2200 Staff In 8 Countries (UK, France, Denmark,

Spain, Italy, Hong Kong, Dubai,India)

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PC BRANDS

Key Brands– TIME Computers

Leading UK Home PC brand

– TINY Computers 3rd UK Home PC brand

Other Brands– GV, OPUS, Colossus, Omega, Platina, MJN– White Box/ Unbranded

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10% Time/Tiny

Time PackardBell

Tiny Dell E-MachinesHP-C Fujitsu Sony Others0

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10

15

20

25

30

Mar

ket S

hare

%

Total UK Consumer PC MarketPC Brands - Market Share (Units)

Time and Tiny 42%

Brand of PC

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Sales Channels- DIRECT

Granville Technology Group Ltd– The Computer Shop – 130 retail stores– Time Computers

Direct PC Sales Time Education – Primary & Secondary Schools

Tiny.COM – PC Telesales and Web Tiny.COM – Home Cinema –UK Upgrades to 2.9 million active customer base Tiny – Home Cinema - France Opus Technology Ltd -Public Sector & Dealers

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Sales Channels - INDIRECT

UK RETAIL ( PCs and TV)– TIME Distribution Ltd- UK Retailers e.g. Tesco, ASDA, Office

World, Makro (Metro), Woolworths, QVC, Index (Littlewoods), Co-op, Tesco (EIRE), Costco, Rymans, Powerhouse.

FRANCE/SOUTH EUROPE RETAIL– GV Services Ltd – Retail in France/ S. Europe to major food

and non-food retailers – Currently PCs – TV Range to be introduced next month.

UK & EUROPE– White Box Distribution (Unbranded, Bare bones)– Currently only PCs

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Internexus Group (Sister Company)

True Telco with own hardware infrastructure VISP and hosting services for corporates Fixed Line Telephony Services Owns supanet – UK’s 4th largest ISP Internexus/Supanet handle around 8% of all

UK ISP traffic Every PC Sale = 85% chance of acquiring

additional supanet customer

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Current Call Centre Operations

Over 400 seats in the UK – Inbound

Customer Service ISP Support Hardware and Software Support Direct Mail Order

– Outbound CRM programme for existing customers

Over 90 in Bangalore (2/8/03) via 2 outsourced centres Pilot of 25 seats outsourced in Islamabad (17/11/04) 45 seats in France Break even in a service industry – very rare

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Future Expansion

The demand on centres to grow as the home becomes more complicated with set top boxes, servers, WI FI networks etc.

We anticipate demand to grow at over 400 seats per year

We have to assess the benefits of:– Outsourcing to an offshore centre– Creating a Joint Venture with an offshore partner– Invest in our own offshore centre

We wish to finalise the strategy over the next 2 months

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Why did we outsource?

At first – out of hours experiment At first – generate interest for the service Resource in NW England was drying up Premium cost of any available resource Attitude of the UK labour market

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Call Centre Requirements

An available and suitable workforce A quality service An accessible service A cultural fit A seamless service between the UK and

offshore Ability to upsell additional products

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Call Centre Requirements (cont…)

Clear communication between UK and offshore A commercial benefit Market leading technology Strong management skills Scalability

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Offshore results so far

Used a UK led Outsource model in India– Been in Bangalore for over 18 months

Direct contract model in Pakistan– Been In Islamabad for 2 months

Quality is rapidly catching up with the UK Sales figures comparable with UK Costs are significantly reduced Moved beyond a break even point to a profit centre

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Our experience with Pakistan

Proven (for pilot) Recruitment process T raining Agent talent Accent Accessibility of service Communication with UK Commercially attractive

Unproven ? Government commitment? Cultural fit? Quality of service? Management skills? Sales? Back Office? Growth potential? Ability to scale up the

“provens”

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Our Risks

Are the right skills available on large scale? UK confidence in Pakistan Immature contact centre market Pakistan is unproven on an international scale Management infrastrucure Indian “headstart”

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Rewards

$600 Billion global industry by 2007 $21.4 Billion industry in UK 2.99% of UK working population in contact centres

(0.5m) $2.8 Billion industry in India 285,000 seats in India Still growing in UK despite the number of jobs offshore Huge attraction for potential employees – a modern

opportunity for the future generations Move quickly or fall further behind

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UK?India?

Pakistan????

Help make it happen

What next for Granville

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For further information please contact;Eveready Communications (Pvt) Ltd.

Tel: (+9221) 2634817,18,20Email: eveready@cyber.net.pk