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US: 19 Business Park Drive

Branford, CT 06405

Phone: (203) 488 5265

Fax: (203) 483 0408

www.lesterinc.com

India: C-64, TTC Indl. Area

Turbhe, Navi Mumbai 400705

Phone: 91 22 2767 2955 / 0092

Fax: 91 22 2767 0161

www.lesterinc.com

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Company Background

• Operations

• Vision

• Lester, Inc., a US company, was founded in 1981.

• Lester, Inc., conducts first BPA audited telephone requal in 1984.

• Enlink Infotech, an Indian company was founded in 1999.

• Enlink Infotech is a part of one of India’s leading business group.

• Lester, Inc., and Enlink Infotech merged in 2003.

• History

• Be a leading provider of outsourced services to global businesses.

•Create value for clients through continuous service innovation, distinctive service quality, and cost effective delivery.

• Customer Focus • Information Technology

• Publishing & Media Industry • Non-Profit & Education Sector

• Headquartered in Branford, Connecticut.

• Operations in Kentucky (Wurtland) and Mumbai (India).

• Over 500 employees with 250 in the US and 250 in India.

• Market Research

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• Qualification and requalification of controlled and paid magazine subscribers.

• E-mail, fax, web, and phone based subscription management.

• Data collection and validation for business-to-business specialty directories and databases.

• Data collection and data tabulation for quantitative market research studies.

• Email based customer support for b-to-c and b-to-b web sites. • Web chat based customer and sales support for b-to-c web site.• Inbound voice based customer support for high-tech and electronics

products.

Subscription Management

Information Collection and Validation

Customer and Help Desk Support

• Data entry and form processing of scanned images.• Conversion of legacy documents to HTML or XML formats.• Encoding of legal documents for litigation support.

• Direct mail and fulfillment support for campaigns.• New and lapsed donor acquisition and student enrollment.

• Donor performance analytics (e.g. retention rate, pledge analysis).

Fund Raising Support

Data Conversion and Processing

Core Service Offerings

• Customer retention and upgrades for b-to-c products and services (e.g. cable television)

• Customer renewal and upgrades for b-to-b products and services (e.g. legal newsletters).

Customer Acquisition and Retention

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• In 1984, one of the first companies to offer qualification and requalification services for BPA/ABC audited trade publications.

• Experience in collecting demographic information across all major sectors (e.g. media, financial, manufacturing, electronics) from all levels within an organization.

• Provide data entry, collection, and validation service for the specialty directory publishing and database markets.

• Data compilation services include:– Data entry, data conversion, etc– Web based research– E-mail and fax blasts`– Telephone interviews

• Strong reputation for quality service.

• Highly cost-effective.

Information Services and Publishing Industry

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• Experience in serving major clients in the technology and internet industry.

• Services include web chat, e-mail, and telephone based help desk support.

• Conducted millions of customer interactions for a broad range of B-to-C and B-to-B clients: - Account creation and update support - Username and password management - Product, pricing and promo inquires - Charge back and refund processing - Order processing and order status inquires • Service provided from state-of-the-art center in India connected with high-speed infrastructure to the

US.

• Strong reputation for quality and cost-effective delivery.

Technology Industry Services

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Key Services offered by Lester

Lester Inc. specializes in providing the key services in a BPO Industry which includes:

Knowledge Services

Back office Services

Customer Services

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Knowledge Services

A team of experts, content writers and editors develop content for Products and Services. The experts here help create, produce, synthesize original / new content by using their domain knowledge, researching and referring several information resources.

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Back office Services

Back office services we provide include:

Data compilation for building business information databases of Private and Public companies, compensations provided to their executives, email addresses of key executives of the organization and so on. We also periodically update the collected data to make sure that the information supplied is up-to-date.

Email blast - The organization is also into carrying out email blasts for the purpose of advocacy, fundraising, driving website traffic, educating members, etc.

Online order processing - We offer registrations and renewals of products and services offered by the Client using customer's credit cards, debit cards and paypal.

Website categorizations - Based on the categories and description provided by the client, websites of various brands are categorized.

Information updates for customer accounts - Updation of customer name, address, email address, technical settings for a customer's website name.

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Customer Services

Lester Inc. involves in providing Customer Services through all modes of communication which includes email, live chat and phone.

EMAIL:

We provide Customer Support services through emails, which involves replying to customer queries related to Registrations, Renewals, Technical, Sales and Services. Includes providing in depth support to value added services offered by the Client such as web site building applications, email services and so on.

LIVE CHAT:

Our Live Chat services provide immediate resolutions for customer's queries regarding Registrations, Renewals, Technical, Sales, Subscriptions, Order processing and Value added services offered by the Client.

VOICE:

Outbound process includes:

International Campaigns: which include Renewing magazine subscriptions, surveys and fundraising programs.

Domestic Campaigns: which include surveys, promotions and sales.

Inbound process includes:

Providing Customer service for queries related to Registrations, Renewals, Technical, Sales, Subscriptions, Order processing and Value added services offered by the Client.

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Clients

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Lester Management Team

Senior Management Team:

• Rajiv Samant, Chief Executive Officer

• Joan Marcus, Senior Vice President

• Nikhil Kothari, President, India

• Dee Galligan, Vice President of Operations, US

• Diane Zieminski, Chief Technology Officer

Key attributes of our team

Highly experienced management teams in US and India.

Appropriate blend of US and India experience in senior management team.

Deep functional expertise in all core functions: Operations, Sales, HR, and Technology and Infrastructure.

Former circulation manager member of management team.

First hand experience of successfully serving Fortune 500 companies.

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Value Proposition

• Proven track record for executing complex projects across publishing, media, technology, non-profit industries and cable television industries.

• Offer customers choice of an onshore solution, an offshore solution or a blended solution. Our customers decide what makes the best sense!

• Highly experienced management team with experience in consulting, technology, and service businesses.

• Relentless focus on quality and customer service -- it is the top-down and bottom-up focus across the organization.

• Innovative use of Information Technology to improve efficiency and quality of service delivery to clients.

• Strong values - integrity, professionalism, transparency.

• Highly cost effective offshore service – typically deliver savings of 40-to-50 percent.

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Infrastructure / Facilities - Domestic25,000 sq. ft facility in Wurtland, Kentucky with

infrastructure that is well equipped with:

• Dedicated, scalable, point-to-point connectivity from India to our Headquarters in Branford, CT.

• Multiple dedicated leased T1 lines from more than one carrier to provide redundancy.

• Automated dialer system to ensure that all calls are efficiently handled.• Dedicated training center and faculty.• Backup equipment for servers, workstations and routers. • Power Supply - multiple level backups - each workstation is on a UPS and

the entire infrastructure is backed up by multiple Diesel Generators. • Virtual Private Network to ensure secure connection between CT, KY, and

India.

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Infrastructure / Facilities - International35,000 sq. ft facility in New Bombay, India with state of art infrastructure that is

well equipped with:

• Dedicated, scalable, point-to-point connectivity from India to our Headquarters in Branford, CT.

• Multiple internet leased lines from more than one carrier having independent gateways.

• Backup equipment for servers, workstations and routers. • Power Supply - Multiple level backups - Each workstation is on a UPS and the

entire infrastructure is backed up by multiple Diesel Generators. • Superior access control and fire alarm systems. • Microprocessor controlled air conditioning throughout the center. • Fully equipped training center with rigorous training program.• Recreational area and subsidized cafeteria for employees. • Transportation facilities for employees. • Round the clock security.

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Quality Process

Lester, Inc., believes in delivering the highest level of quality to our customers. We use a five-step quality system:

 • Define and communicate client’s goals

The client’s goals are communicated to every member of the team responsible for execution.

• Train the team Lester has a well-defined training program with a generic component and a campaign specific training program.

• Monitor performance Lester uses both live monitoring and digital recording reviews to spot errors, take corrective actions and improve performance. A QC team conducts a review of the digital recordings. Live monitoring is done by the supervisors.

• Provide Feedback Feedback about performance concerns is provided to the agent in a 1-on-1 session with the supervisor. Positive feedback is handled more openly. Performance boards are updated hourly and allow the agents to compare their performance against other agents and client goals.

• Retrain the team members The operations management team identifies specific training needs for the agents based on joint review and analysis with the QC and Audit teams. If required, agents are put into retraining programs and all agents are monitored closely to ensure improved performance.

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Lester Language Training Program (LLTP)Our India Delivery Center agents undergo a proprietary language training program. The main elements of LLTP that make it a highly effective training program are:

• We use a proprietary agent screening process that is specifically aimed at recruiting only those agents whose accents can be improved. Lester uses American linguistic experts and not Indians to conduct this screening process.

• We put the agents through a 4-week accent-training program. Again, American linguistic experts conduct the entire training program. Lester has handpicked these trainers who have years of experience.

• We have customized the training material to specifically address the characteristics of spoken English in India. For example, areas such as speed of speech, tendency to certain words, inability to delineate between "v" and "w" are the focus of a series of training modules.

• All the training is conducted over the phone as opposed to a classroom setting. Each session has only four agents. The agents are trained for two hours a day, five days a week for four weeks. Since the agents can't see the trainer and the trainer can't see the agents both parties have to work hard to be understood.

And finally, LLTP has an intense schedule of practice sessions, tests and quizzes. The agents receive one-on-one attention with specific feedback. And the training ends with a final exam in which typically 5-10 % of the class is failed and judged not ready to conduct calls.