2013 APCCAL EXPO Keen to Market Obsess to

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2013 APCCAL EXPO “Keen to Market, Obsess to Customers!!” November 11 -13, 2013 CIRC-Korea (Customer Center Industry Research Center-KOREA)

CONTENTS 1. Introduction 2. Overview of 2013 APCCAL EXPO 3. Programs by Date 4. Hotel (Lodging) Information 5. Transportation (Arrivals & Departures) 6. Application for Participation 7. Application for Awards (Trophies)

1. Introduction “ 2013 APCCAL EXPO KOREA! ! Welcome to KOREA ! Dear Leaders, Delegates and Vendors ! This is KJ Cheong, chairman of Korea Callcenter Information Research Center (CIRC- Korea). It is our great honor to host the 6 th APCCAL EXPO. This event will be held from November 11 th to 13 th in Grand Hilton Convention Centre in Seoul. More than 600 Korean participants along with other 200 delegates from the Asia Pacific countries will be together and share a variety of programs from a half day tour to DMZ and Chairman of CIRC K. J. Cheong. special seminar on call center management, main conference, technology exhibition, gala networking dining, call center site visits, and even enjoy an optional tour of Seoul. Our staff of CIRC-KOREA will do our best to make our domestic and foreign participants and vendors satisfied. We will provide you with Korean style hospitalities! We look forward to meeting you in Korea this coming November! -1 -

2. OVERVIEW of 2013 APCCAL EXPO-1 2013 Expo Overview Date : Nov. 11 th ~ 13 th (Conference & EXPO will only be held on Nov. 12 th) Place : Grand Hilton Convention Center 4 th Floor, Hongeun-dong, Seoul, Korea Auspice : APCCAL (Asia Pacific Call Center Association Leaders) Host: CIRC-KOREA(Korea Call Center Information Research Center) Supporting agencies: MOTIE, Korea Tourism Organization, Hyosung ITX, ININ etc. . Participants: Around 800 (Local: 600 and Asia-Pacific area: 200) Agenda Participants Mon. (11) APCCAL Leaders Meeting APCCAL Leaders Morning Cultural Tour Delegates Afternoon Special Seminar Delegates Afternoon APCCAL Conference & EXPO Delegates All day Gala Dinner Networking Delegates Evening Call Center Tour Delegates -2 - Tue. (12) Wed. (13) All day

2. OVERVIEW of 2013 APCCAL EXPO-2 Programs - Nov. 11 th APCCAL Leaders Meeting Cultural Tour Special Seminar • Date : Nov. 11 th (Mon. ) 09: 00 ~ 13: 00 • Date : Nov. 11 th (Mon. ) 13: 30 ~ 21: 00 • Date : Nov. 11 th (Mon. ) 13: 30 ~ 18: 00 • Place : 2 nd Floor. Grand Hilton Crane Room • Place : Seoul, Korea (Gyeongbokgung Palace, Myeong-dong, etc. ) • Place : 3 rd Floor. Grand Hilton Convention Center Diamond Hall • Speaker : Brad Cleveland (ICMI Representative) • Participants : APCCAL Leaders • Agenda - Next APCCAL EXPO Place - Operational Guidelines • Participants : Approx. 200 • Main Program - Cultural Tour - Shopping & Dinner • Main Topics: Call & Trunk Forecasting, Staffing and Budgeting in the inbound call center • Max Capacity : Approx. 70 • Early Reservation Required -3 -

2. OVERVIEW of 2013 APCCAL EXPO-3 Program – Nov. 12 th, 13 th APCCAL Conference & Expo Gala Dinner Networking Call Center Tours • Date : Nov. 12 th (Tue. ) 08: 30 ~ 18: 00 • Date : Nov. 12 th (Tue. ) 18: 20 ~ 21: 00 • Date : Nov. 13 th (Wed. ) 10: 00 ~ 17: 00 • Place : 4 th Floor. Convention Center, Grand Hilton • Place : 2 nd Floor Grand Hilton Grand Ballroom • Major Program - Awarding Ceremony - Dinner & Intl. Networking - Entertainment • Place : Seoul/Gyeong-Gi • Major Program - Keynote ( APCCAL Sidney Yuen, ICMI Brad Cleveland) - Panel Discussion - P. M. Session Presentations (Overseas Trends, Management • Participants : Approx. 250 ( Korean/APCCAL) & Strategy, Enabling Services - Exhibitions (All Day) • Participants : Approx. 900 ( Korean/APCCAL) -4 - • Types : 4 different programs • Participants : Approx. 150 - each 3 Centers (4 Groups) - essential to reservations - free lunch will be provided • Types of Sites to visit - Public & Private Centers - Outsourcing - Technology

3. Programs by Date-1 Cultural Tour (Nov. 11 th) Date : Nov. 11 th (Mon. ) 13: 30 ~ 21: 00 Place : Seoul, Korea - Gyeongbokgung Palace, Myeong-dong, etc. ) Participants : Approx. 200 Program Schedules Area Time Agenda Remark 13: 30 14: 00 Seoul Guide meeting (Grand Hilton Hotel) Trip to Gyeongbokgung Palace, Namsangol (Village of Korean Traditional House) 16: 00 Myeong-dong Shopping Town 18: 00 Move to dinner place / dinner time 20: 00 Back to Grand ilton Hotel and Dissolution -5 - Vehicle: Exclusive bus

3. Programs by Date-2 Special Seminar with Brad Cleveland - (Nov. 11 th) Date : Nov. 11 th (Mon. ) 13: 30 ~ 18: 00 Place : 3 rd Floor. Diamond Hall, Convention Center, Grand Hilton “Mastering the Heartbeat of Call Center Management: Service Level with Quality” (The call center profession’s most popular seminar is coming to Korea!) This world-renowned seminar has been an industry favorite for over two decades, and for good reason: it covers the skills and knowledge you absolutely, positively must have to run an effective call center. In step-by-step format, Brad Cleveland walks you through principles that will remain with you throughout your career! Topics include: • The immutable laws and service dynamics that are part of any call center • The 9 planning steps of effective call center management • What it takes to accurately forecast, staff and schedule • The tradeoffs between service level, agent occupancy, staff and costs • How service level and quality are highly interrelated • How to apply time-tested management principles to new contact channels • How to explain these principles to others in your organization and get them on board. Speaker (Brad Cleveland, ICMI Representative) ▹ Customer Strategy and Management Division Global exchange ▹ Major Clients and Consulting: AMEX, Apple, Coca-Cola, HP, the American / Canadian / German government ▹ The New York Times, The Wall Street Journal For lecture / Consulting / Contributor -6 -

3. Programs by Date-3 Conference & EXPO (Nov. 12 th) Date : Nov. 12 th (Tue. ) 08: 30 ~ 18: 00 Place : 4 th Floor. Convention Center Grand Hilton Participants : Approx. 800 ( Korean 600, APCCAL 200) Program 1 <Morning Session> Time Topic of Speech 08: 30 ~ 09: 00 Registration Opening Ceremony 09: 00 ~ 09: 30 - Opening Remarks (APCCAL, CIRC) - Congratulatory Speech (Ministry of Commerce, Industry and Energy etc. ) - Awarding Ceremony 09: 40 ~ 10: 20 10: 30 ~ 11: 10 11: 20 ~ 12: 00 ~ 13: 10 Keynote 1 - Brad Cleveland (ICMI Representative) “How to Create Customer Obsession in a Contact Center” Keynote 2 - Sidney Yuen (APCCAL Chairman) “Current Situations, Progress Directions, and Alliance Strategies of Asia Pacific" Panel Discussion – Trends and best practice of Call Center Markets in Asia - Moderated by one of the association leaders Networking Dinner / Exhibition Visit -7 -

3. Programs by Date-4 Conference & EXPO (Nov. 12 th) Program 2 <Afternoon Session> Time Major Topic of the Sessions Overseas Trends Management & Strategy A story of L&C Customer Center values customer interaction <CCAP-Philippines> 13: 10 ~ 13: 50 How to enter into the Philippines Call Center Market? <KYOWON Call center> The future of Indonesia Call Center Industry Call Center KMS (Knowledge Management System) <ICCA - Indonesia> 14: 00 ~ 14: 40 Upgrading a Call Center to CRM Center <Kong-Young DBM> <KYOBO Life Insurance> Overview of Malaysian Call Center Markets The Value of Interaction Process Automation <ININ> A Case story of constructing Health Care CRM Customer Center <CCAM – Malaysia> 14: 50 ~ 15: 30 Enabling Services <National Health Insurance> 15: 30 ~ 16: 00 Smart Contact Center <Nexus Community> Coffee Break &International Networking / Exhibition Visiting 17: 30 ~ 18: 00 Customer Service Operation Strategy of Slow Growth Period Operational efficiency and technology in the Call Center <STM Consulting> <MPC> How to understand Australian Call Center Industry The Importance of Service Quality and Improvement Strategy Development of enhanced operational measures in customer center – beyond the BSC framework <CCMA, ATA- Australia> 16: 50 ~ 17: 30 Understanding Call Center Markets of Hong Kong <HKCCA – Hong Kong> 16: 00 ~ 16: 40 <Core Consulting > Closing -8 - <Meritz Fire Insurance>

3. Programs by Date-5 Exhibitions (Nov. 12 th) Nov. 12 th (Tue. ) 08: 30 ~ 18: 00 Place : 4 th Floor. Convention Center Grand Hilton Participants : about 800 (Korean 600, APCCAL 200) Booth scope : 3*3 fifteen booth (for booking) The main exhibition items - Call Center solution (CTI, PBX, IVR) - Call Center other equipment (head set, IP phone) - Software (soft phone, WFMS) - Office furnitures and environmental facilities (Furniture, noise reduction, etc. ) - Counselor’s health care products and facilities - Customer Service Training and Consulting Programs - Other company products and image promotion - National public authorities and local governments -9 -

3. Programs by Date-6 Callcenter Visit (Nov. 13 th) APCCAL Expo (전시회) Date : Nov. 13 th (Wed. ) 10: 00 ~ 17: 00 Place : Seoul/Gyeong-Gi Participants : Approx. 150 - each, 3 Centers (4 Groups) (Pre-Reservation Required) Sites to visit : Public & Private Center, Outsourcing, Technology Visit group Time Orgnization Sector and key technologies 10: 00 ~ 11: 30 13: 30 ~ 15: 00 SKTelecom Samsung Fire Insurance 10: 00 ~ 11: 30 G 2 Outsourcing Operations 15: 30 ~ 17: 00 G 1 UBASE KTIS(114 Info. Center) Outsourcing/Korea Information Center phone number 13: 30 ~ 15: 00 Samsung Life Insurance 15: 30 ~ 17: 00 Hyosung ITX Outsourcing 13: 30 ~ 15: 00 KYOBO life Life insurance 15: 30 ~ 17: 00 Soeul CITY HALL Seoul citizens call center 10: 00 ~ 11: 30 MPC Outsourcing 13: 30 ~ 15: 00 KEB (Korean Exchange Bank) Financial/Bank 15: 30 ~ 17: 00 G 4 Call center Operation, Outsourcing 10: 00 ~ 11: 30 G 3 CJ Telenix NEXUS community Technology Company(Contact Solution) * The groups & sites can be changeable. - 10 -

3. Programs by Date-7 Call Center Visit Information (Group 1) APCCAL Expo (전시회) Time Origination Sector Employee Center info Representative in Gyeong-Gi Captive Outsourcing, 10: 00 ~ 11: 30 UBASE Outsourcing total 8, 600 Operating visit center 4, 300 Ebay, Hyundai Card, Samsung, GS Home Shopping, KB Card and call center services outsourcing company operating more than 60 South Korea's largest mobile operator, the call center multi-channel 13: 30 ~ 15: 00 SK Telecom total 2, 872 visit center 357 (voice, screen ARS services, etc. ), providing high- quality services and representing a center of excellence 15: 30 ~ 17: 00 Samsung Fire Insurance total 1, 176 Fire Insurance visit center 557 Anycar Services founded in 2002, is the best auto insurance brand in Korea. Based upon honesty and trust, Anycar Service is staffed with 1, 100 counselling agents, the largest in Korea and operates 24 hours a day. Anycar Services is also equipped with the most advanced technologies such as IPCC, LBS, and unmaned report systems. At all, Anycar Services propose standard model in call center operations in Korea. - 11 -

3. Programs by Date-7 Call Center Visit Information (Group 2) APCCAL Expo (전시회) Time Origination Sector Employee Republic of Korea was the origin of the call center phone Outsourcing 10: 00 ~ 11: 30 114 Telephone Operating/ Information Korea System (KTIS) Telephone Info. number 114 KT customer service center operations since its total 9, 000 visit center 200 Samsung Life Insurance CJ Telenix Corporation, the government complaint centers, performing. Founded in 1997, Sangsung Life Insurance's Call center started as telephone Life total 1, 200 Insurance visit center 380 call center, in 2001, the center speciallized the businesses. introducing the first IPCC in Korea, 100% Call Center specilzatized building, realized 95% S/L and 99. 8% response rate. CJ Telenix, founded in 1995, the first home-shopping call center in Korea, is Call Center 15: 30 ~ 17: 00 inception and the Korea Electric Power Corporation, Korea Highway hospitals, call centers and other outsourcing business is Center 13: 30 ~ 15: 00 Center info Operation, total 2, 850 Consulting, (19 centers) Outsourcing, visit center 985 IT management currently processing all the call center business of CJ group. From TV homeshopping, delivery services, wired & wireless telecommunications, food services, entertainment/media, CJ Telenix manages customer interactions, group VOC, construction and consulting of overseas customer centers. Since 2004, CJ Telenix has been ranked as No. 1 at NCSI in TV home-shopping business. CJ Telenix also was awarded of presidential awards for operating especially with physically impaired persons. - 12 -

3. Programs by Date-7 Call Center Visit Information (Group 3) APCCAL Expo (전시회) Time 10: 00 ~ 11: 30 Origination Hyosung ITX Sector Outsourcing Operating Employee total : 6, 000 Visit center: 2, 400 Center info Business Solution providing company, providing busi- nesses and customers, to manage the Communication Channel Contact Center Network Infra with a variety of projects and companies that provides technology to perform as Business IT Service. Life insurance representatives in Korea, Inbound Customer Service, Outbound, Customer Satisfaction, and perform monitoring 13: 30 ~ 15: 00 KYOBO Life Insurance total : 800 visit center : 270 tasks. Maintenance services to our customers by providing differentiated customer loyalty ensure strength and contribute to increase the value of the company. 15: 30 ~ 17: 00 Seoul City Hall Seoul Citizen Call Center 524 Seoul Citizens object petition call center. 365 days 24 hours, and three specially commissioned operators operate Seoul 16 subordinate agencies, 25 autonomous regions, municipalities, Seoul, Apgujeong for business talks. - 13 -

3. Programs by Date-7 Call Center Visit Information (Group 4) APCCAL Expo (전시회) Time Origination Sector Employee Center info MPC, founded in 1991, has grown to the best enterprises’ marketing partner for 10: 00 ~ 11: 30 utsourcing MPC Total : 3, 600 (5 Centers) Operating visit center: enhancing customers’ value. MPC launched business with database marketing and grown to CRM solutions & services, comprehensive marketing solution provider. MPC has accumulated 22 years abundant biz know-how for domestic-first call center outsourcing. Korea with the highest quality financial professional 13: 30 ~ 15: 00 call center through Six Sigma projects and maintain KEB Financial/Bank 780 the highest quality available. Dedicated to marketing, banking, inbound / outbound, credit card inbound / outbound conducting business Technology 15: 30 ~ 17: 00 NEXUS Community company (Contact Solution) 92 Contact Center CTI M / W, Cloud Solution, UC (Unified Communications) Solution, EMS (Energy Management System) Solution as expertise in the company's call center. China, (Shanghai, Beijing), Japan (Tokyo) are operated offices in China as a partner of the SI channel Gransys (Taiwan), IBM China, etc. , and SI channel partners in Japan NESIC (NEC Series), CTC, Tsuzuki, etc. - 14 -

4. Hotel (Lodging) Information-1 Designated Hotel Building Type M Name Grand Hilton Hotel Grade 5 Stars (Main Building) Distance & others Cost/per night Deluxe Single : 217, 800 KRW per day (200 USD) Within the Same Building Website http: //www. grandhiltonseoul. com/ *Includes 1 Breakfast ticket 1) 2 bedrooms (2 rooms, 1 Single bed, 1 Double Bed) : 193, 600 KRW (180 USD) About 50 m away R Grand Hilton Residence Hotel 2) 3 bedrooms (3 rooms, 2 Single beds, 1 Double Bed) : 242, 000 KRW (222 USD) Can cook by yourselves Can buy items from nearby 24 - hour convenient stores 3) 4 bedrooms (4 rooms, 2 Single beds, 1 Double Bed, 1 Twin Beds) : 290, 400 KRW (270 USD) * Exclude Breakfast, * Can add 24, 200 KRW (23 USD) person if necessary • • Room Rates may change as the exchange rate of USD. Breakfast at the Residence Hall will be reserved prior to arrival to be guaranteed at that price. - 15 - http: //www. grandhiltonseoul. com/

4. Hotel (Lodging) Information-2 Grand Hilton Hotel Grade 5 stars Address 353 Yeonhui-ro, Seodaemun-gu, Seoul, 120 -710, South Korea Distance to Event Hall Distance to Inchon Airport Contact Info. Web-page Lodging Cost Reservation Near by event Hall (Same Building) Take the airport expressway to Jayuro road junction and take the inter-city expressway. Exit at Hongje ramp and then make a U-turn at the intersection traffic lights. The Grand Hilton Seoul hotel is located on the right 82 -2 -3216 -5656 http: //www. grandhiltonseoul. com/ Deluxe Single : KRW 217, 800 per day (USD 200) *Include 1 Breakfast Do it Website Directly http: //www. hilton. com/en/hi/groups/personalized/S/SELGRHI-APCCAL 20131107/index. jhtml • Early reservation is essential as November is peak season - 16 -

4. Hotel (Lodging) Information -3 Grand Hilton Hotel Residence Do it email Directly “ 2013 APCCAL EXPO KOREA ATTENDENT” Reservation reservation. grangseoul@grandhilton. com Kellymoon, 82 -2 -2287 -8427~9 Room Type 2 bedrooms (96 m 2) (1 Single bed, 1 Double Bed) 3 bedrooms (148 m 2) (2 Single beds, 1 Double Bed) 4 bedrooms (182 m 2) (2 Single beds, 1 Double Bed, 1 Twin Beds) Lodging Cost KRW 193, 600 (USD 180) KRW 242, 000 (USD 222) KRW 290, 400 (USD 270) Structure • Location, Contact & Reservation is the same as grand Hilton Hotel • Exclude Breakfast, may add KRW 24, 200 (USD 23) person • Early reservation is recommended as it is high season. 3/16/2018 - 17 -

5. Transportations : Arrivals & Departures-1 INFORMATION OF TRASPORTATION (Airport Bus) - Bus Number: 6005 Bus Time Table (AIRPORT → Grand Hilton) - Stop station 5 B, 12 A Hour / Mins - The Time Required: around 45 mins MON ~ FRI SUN & Holidays 05 -Further more information: 45 45 06 - Fare: KW 10, 000 (about USD $ 9) 10 / 38 15 / 45 07 03/ 30 15 / 45 http: //www. airport. kr/airport/traffic/bus. List. iia? flag=E&fake=121133 08 00 / 25 / 53 10 / 37 2493597 09 20 / 51 02 / 27 /55 The Bus Station Stop Point (Passenger Terminal 1 st Floor) 10 20 / 50 23 / 55 11 20 / 50 25 / 56 12 17 / 40 21 / 45 13 09 / 30 / 56 11 / 38 14 20 / 48 02 / 25 / 50 15 17 / 50 20 / 50 16 13 / 40 20 / 50 17 05 / 38 18 / 45 18 11 / 43 18 / 47 19 10 / 38 15 / 44 20 03 / 27 / 56 10 / 35 21 23 / 50 00 / 25 / 50 22 20 / 50 22/ 50 3/16/2018 -

5. Transportations : Arrivals & Departures-2 INFORMATION OF TRASPORTATION (Airport Taxi) The Taxi Stop Point (Passenger Terminal 1 st Floor) Notice 1) Above Fares are included Expressway fees. 2) Expressway fees (9, 000 Won each way) will be the passenger’s responsibility. 3) The estimated fares are based on no traffic congestion, so the actual rates may vary. Section Platform Number Estimated travel time Estimated Fare (KW) Standard Taxi 6 C 45 60, 000 - ~ additional 20% late night premium. -Receipt issue and Translation is a basic service provided. Prestige Taxi 8 C 45 80, 000 -Car Phone Service / No late night premium fee. -Receipt issue and Translation is a basic service provided. -No late night premium fee. 3/16/2018 Remark - 19 -

6. Application for participation-1 Fees for Delegation Events Base Over 10 Over 20 Fee Participants Specifics Conference( Nov. ) : Conference Booklets, Luncheon, Conference Package Exhibition Hall Visit Simultaneous Translations, (Conference, Customer Souvenirs, CD etc. Center Site Tours, USD $270 USD $ 150 USD $ 100 Cultural Tour( Nov) : Surroundings Of Seoul Shopping & (Transportation, Tour) Cultural Tour, etc. ) Site Tour ( Nov. 11) : Call Center visit (3 sites) with Free Lunch Gala Dinner USD $135 USD $ 100 Award Ceremony, Dinner, USD $ 60 Cultural Entertainment Seminar Booklets, Certificate of Completion of ICMI- Special Seminar USD $225 USD $ 200 USD $ 150 CIRC CCAMC, copy of updated version of the Brad' book - 20 -

6. Application for participation-2 Application Country & Personal Information Country Association Name Phone/Mobile e-mail SNS address Participant Information No Name Association Position E-mail (individuals) Options to attend (Check below) Conference Gala Dinner Special Seminar Preferred Group of Site Visit ①G 1 ②G 2 ③G 3 ④G 4 Preferred Lodging Type ①M ②R-2 beds ③R-3 beds ④R-4 beds) 2013 APCCAL EXPO to apply for the above. November 2013. To CIRC Preparation Team * please send your application by email to chesterna@hotmail. com - 21 - 23

7. Application for Awards 2013 APCCAL Award (Plaque, Trophy) Application Award 1 Organization Name Representative/e-mail Award Name Awarded Company Plaque Descriptions Award 2 KOREA/CIRC Ki-Ju, Cheong / kjc@callcenter. or. kr Best Outsourcer Hyosung ITX We award the best outsourcer to Tran cosmos for its reputations and superb performance. Award Name Awarded Company Plaque Descriptions Award 3 Award Name Awarded Company Plaque Descriptions Award 4 Award Name Awarded Company Plaque Descriptions * Up to 4 awardees are possible per organization/association. * Essential to submit “Award Name” and “Plaque descriptions” * Must be returned by 27 th of September for proper process to (CIRC Ki-Ju, Cheong : kjc@callcenter. or. kr, Jane : shy@callcenter. or. kr) As above, we submit "2013 APCCAL Award application. ___ Day ____ Month _______ (Signed) To Korean Customer Center Industry Research Center (CIRC) 3/16/2018 - 22 -

We will do our best for the success of 2013 APCCAL EXPO KOREA!! Thank You !!!

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