A subsidiary of KGI Holdings (Pty) Ltd.

BUSINESS PROFILE

CONFIDENTIALITY

No part of this document may be disclosed verbally or in writing, including by reproduction, to any third

party without the prior written consent of KGI|BPO.

This document, its associated appendices and any attachments remain the property of KGI|BPO and shall be

returned upon request.

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Based in the home of world renowned statesmen and women and nobel peace prize winner MrNelson Mandela (Madiba). A land steeped in deep culture with a proud heritage! KGI | BPO is theonly Level one BBBEE BPO in Eastern Cape. Our mission is to optimize and monetize resourcesuniting with the national agenda in the fight against unemployment & poverty. KGI | BPO sets out tojoin in the national agenda for economic emancipation.

Our ethos is based on Sustainable Profitable Partnerships “Born in Africa to serve Africa led by Africans”

Optimum Ministerium Process Outsource

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1. Our Leadership Team

2. KGI | BPO Location

3. BPO Economy

4. KGI International BPS

5. KGI|BPO Approach to our client business solutions

6. South Africa as a BPO destination

7. Our strategic partners

8. KGI | BPO People strategy

9. KGI Technology

10. KGI Services by sector

11. KGI Business Process model

12. KGI Engagement Model

Table of Content

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1. KGI Leadership Team

KGI Holdings a South African company established in 2016, made up of aleadership team of seasoned executives with accumulative experience ofover four decades. Building our model of Sustainable ProfitablePartnerships, and through the vision of our founders who also formspart of Safika Holdings (PTY) Ltd. identified the need for employmentdevelopment in the Eastern Cape resulting in the strategic decision toestablish KGI | BPO centre of excellence at the East London IDZ. Our goalis to restore the dignity of OUR YOUTH, whilst economically transformingthe region.

Chief Executive OfficerFezile Solombela

Information Services Manager

Aphelele Mkhize

Project Manager Mangena Mhlabunzima

Customer Services ManagerNtombi Bottoman

Marketing Manager William Solomons

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KGI | BPO, home at the East London IDZ, a Strategic Economic Zone & world class manufacturing site, supporting Mercedes Benz South Africa’s JIT build of C-Class for export to Australasia.

The IDZ is strategically situated across the road from the East London Airport with regular flights to the major domestic routes.

In addition, we have access to major transport and shipping routes within the Eastern Cape providing seamless links to domestic, SADC and global markets through three ports and three airports.

2. KGI | BPO Location

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The East London IDZ has world class technology Infrastructure purpose built for the robust demands of global manufacturers based within the Zone.

The infrastructure support, quality school, high standard of living at affordable prices makes East London a city of choice offering excellent quality of life.

The Eastern Cape is rich in primary energy sources such as wind, solar, hydro and bio-energy.

We have 800kms of un-spoilt picturesque coastline, malaria –free parks and reserves, diverse wildlife, a mecca for outdoor enthusiasts and adventure seekers.

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3. BPO Economy Outsourcing entails the contracting out of

business processes to external parties,

either domestically or offshore. In 2018,

the global market size of outsourced

services was just short of 85.6 billion U.S.

dollars. The largest share of global

outsourcing revenue was generated in

Europe, the Middle East and Africa (EMEA)

in 2016 at 38.3 billion U.S. dollars.

South Africa is one of the most stable

economies on the African continent. The

country exhibits several indicators of a

developing economy, such as well-grown

primary, secondary and tertiary sectors

and non-dependency on agriculture. The

manufacturing, mining and service sectors

are the largest contributors to the

country’s GDP. According to The Global

Competitiveness Report (2013-2014),

South Africa continues to be considered

one of the preferred offshore destinations

in Africa, also won global destination

award at the annual BPS awards in 2018.

KGI |BPO is located in one of the emerging

destination for BPO business in South

Africa, the eastern Cape province. Located

at the East London IDZ. KGI | BPO enjoys

the privilege of a world class infrastructure

with access to a large multi skilled

workforce complimented by the four

leading universities and Technical

Vocational Education(TVET) colleges on

our doorstep.

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4. KGI BPS Core Services

KGI |BPO international has an established relationship with French and

Arabic speaking countries. This has enhanced our international

business engagements and opportunities for our clients in

Francophone countries and the Arab world across the globe. The

objective is to promote investment opportunities to North Africa,

Middle East and Gulf Countries. In addition to English and other local

vernacular languages we are also able to support in other languages as

per client requirements.

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Inbound Calls: Query handling, Technical Support,

After Sales Support.

Outbound calls: Lead Generation, Customer retention

, Research, and Sales.

KGI BPS International Relations

5. Our Digital Agent Solution

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Brands must iterate quickly and provide a seamless user experience withminimal to zero downtime. Our digital agent solution will assist your brandmanage engagement online via live chat, build, and maintain your website at afraction of cost. Letting your management team focus on your corecompetencies.

At KGI|BPO we develop our solution through analysing your customer’sjourney. We go beyond the traditional volume handling model to transformthe way you do business. With data analytics we formulate actionable insightto enhance your customer experience.

2. ABOUT PCCI GROUP

PCCI Proposal: Contact Center Outsourcing Services for Advanced Health_version1.0

• Mature domestic markets

• World-class strengths in financial and legal domains

• Large experienced pool

• Large scale English language talent pool

• UK market preferred English accent

• Cultural affinity with UK

• Attractive investment climate and strong public sector support

• Rapidly improving telecoms

• Political and social economic stability

• Cost saving of at least 50%

• Market leading incentives

• Narrowing cost differential with low-cost location

• First world infrastructure • Superior quality of life

for expats• Time zone similarities

and ease of access

6. South Africa as a BPO Destination

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7. OUR STRATEGIC PARTNERS

Customer Experience (CX) Management is our priority

International Projects

2

Workstations30

Service Excellence Contact Centre

1

Global Locations3

40Employees

Nationalities2

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SKILLS DEVELOPMENT

TALENT MANAGEMENT

VALUE CREATION

8. People Strategy

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Discover the East Coast to work live and play. Providing Expats and locals with

superb tranquility and an alternative quality of life. KGI BPO creates value

through monetizing the region’s resources in a high labour capacity intake

ability Industry. Informed by its people centric value proposition our people

approach is based on four (4) strategic pillars, which encompass

Transformation, Skills Development, Value Creation and Talent Management.

The KGI BPO talent attraction – acquisition - retention strategy ensures that we

tap into high performing talent whilst crafting upward career mobility in a

untapped BPO market in the region. Creating demand for new skills with an

available workforce, filtered through 4 higher Institutions On a mission to

become the employer of choice in the region. KGI BPO would transform the

region by evolving our People Process Technology to create an environment our

staff and clients can thrive in. Our key priorities being unemployed youth and

people living with disabilities are at the heart of our Human Capital strategic

focus.

TRANSFORMATION

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Our connectivity currently operates on a fibre connection

shared across a state-of-the-art Omni-Channel platform that

has the flexibility to deliver world class customised solutions

across print and digital media channels that are engaging and

scalable.

Our robust security feature is complimented with the following,

Intrusion Prevention (IPS), Dedicated VOIP channel, Back-up

Generators, Application Control, Data Leak Prevention. Secure

Wi-Fi.

Our data centre uses a Tier 3 technology layout which is a

standardized methodology and has Dual-powered equipment

guaranteeing 99.982% availability for the utilization for our

clients.

9. Our Technology

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• Inbound and Outbound omni-channel

• Big data management

• Best Time to Call

• Best Number to Call

• Enterprise Compliance

• Chatbot & Chatbox

• Analytics Decision Engine

10. KGI BPO Application

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Our approach to technology application is robust in nature, we

have chosen to have a hybrid approach in our application

selection to allow our partner-client to form part of the

selection process of the fit for purpose application to be used in

our solutions offering. Our current application has the above

functionalities but not limited to.

11. KGI | BPO Services by Sector

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Omni- Channel Services across

Sectors

• Centralized Inbound Customer Support & general Enquiries

• Outbound Sales • Lead Management• Document management • Legal processes • Billing • Credit control • Debtors management • Application & Document

processing • Back Office support• Technical support • Marketing • Disaster recovery & Business

continuity

FINANCE

TELECOMMUNICATION

HEALTH

ICT

TOURISM

TOURISM

PROPERTY

• Sign MOU

• Agree Commercials

Acceptance of Proposal

•Path Mapping “ As Is to Intended”

•Solution Design

•Phased Approach: POC, Operations, Optimize

Stakeholder workshops

•Change Management

•Documentation

•Recruitment

•training

Execution

• Quality Evaluation

• AdjustmentMonitoring

• Continuous improvementOptimization

•SLA’s

•FTE hours

•Billing

•payment

Monthly recon

12. KGI | BPO Business Management Model

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THANK YOU

Write Us

info@kgiholdings.co.za

www.kgiholdings.co.za

www.linkedin.com/company/kgi-holdings

Call Us

+27 (0) 65 664 7351

+27 (0) 43 101 0190/6

Visit Us

ELIDZ Science & Technology Park, Lower Chester road,

Sunnyridge, East London

5201

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