IBEX Limited

Ladies and gentlemen, thank you for standing by, and welcome to the IBEX second quarter 2021 earnings conference call. At this time, all participants are in a listen-only mode. After the speaker presentation, there will be a question and answer session. To ask a question during the session, you will need to press star 1 on your telephone. Please be advised that today's conference is being recorded. If you require any further assistance, please press star 0. I would now like to hand the conference over to your speaker today, to Brinley Johnson with the Blue Shirt Group. Thank you. Please go ahead.

Good afternoon, and thank you for joining us today. Before we begin, I want to remind you that the matters discussed on today's call may include forward-looking statements related to our operating performance, financial goals, and business outlook, which are based on management's current beliefs and assumptions. Please note that these forward-looking statements reflect our opinions as of the date of this call. and we undertake no obligation to revise this information as a result of new developments which may occur. Our look and statements are subject to various risks, uncertainties, and other factors that could cause our actual results to differ materially from those expected and described today. For a more detailed description of our risk factors, please review our final perspectives filed with the Securities and Exchange Commission on August 10, 2020, and our Form 20F filed on October 23, 2020. With that, I'll turn it over to Bob Deckett, CEO.

Thank you, Brindley. Good afternoon and thank you all for joining us today as we discuss the second quarter fiscal year 2021 financial results for IBEX. We are excited to speak to you today as Carl and I share our business overview and the financial results. In May 2015, when I joined IBEX as CEO, I established three clear goals for the company. First, we would aim to be a growth leader. Second, we would become a leading player in the nearshore markets. Lastly, we would drive EBITDA margins to 15% and beyond. I am proud to report that we are achieving each of these goals as demonstrated by our record second quarter results. Revenues increased 9% over the prior year, to an all-time high of $117.2 million as our organic growth continues to outpace the industry. Second, our success in the nearshore markets has been validated and recognized as we received the very prestigious Frost & Sullivan Central America and Caribbean CX Company of the Year Award as a follow-on to our Nearshore Company of the Year Award, which we received last year from Nearshore Americans. And third, we achieved 15% EBITDA margins for the quarter, an increase of 19% year over year. The second quarter for us is all about execution, as we need to deliver on critical seasonal ramps for our clients. our operational teams were exceptional, notwithstanding the growing cases of COVID-19 throughout the world. We continue to keep all of our centers safe and functioning, as well as leverage and scale our work-at-home agents. On top of that, we are launching new centers around the globe at a faster pace than any of our competitors. In the second quarter, We added our fifth center in Jamaica, which comes on the heels of our September opening in Ocho Rios. We also added significant capacity in the Philippines in both Metro Manila markets as well as in our provincial footprint on the island of Baha'u. Our reputation and differentiation as a leader in BPO 2.0 continues to fuel our growth and pipeline as deal flow becomes larger and has more velocity. Q2 was an excellent quarter as we won several key new logos, two of which span into our strategic healthcare and utilities verticals. We also had great traction on significantly expanding our sales pipeline which we believe will drive growth in the second half of FY 2021 and future quarters. Based on our strong performance, our success with winning new business, and our unparalleled ability to protect the fort of our embedded-based clients, we are raising full-year guidance once again. We have some notable key elements that distinguish us, and our record performance. Our wins are with clients that are transforming their customer experiences rapidly to a digital-first offering. These clients are new economy clients and blue-chip clients that are digitally transforming themselves. These iconic brands are looking for partners that can help enhance the customer experience at all points across the customer life cycle. by leveraging technology and analytics, amazing branding and culture, and on-demand scalability. And the pandemic has amplified these requirements, and as a result, the competitive landscape has further stratified from those who can and those who can't. This is at the core of BPO 2.0. and at the heart of why we are winning faster than our competition. Let me give you three specific examples of our leading solutions and how we integrate WaveX technologies to win or expand with some of the biggest customers in the world. First, one of our largest blue chip clients is undertaking a strategic transformation of their core business to digital and streaming. With the need to adjust to rapidly changing behaviors of consumers, we launched a platinum site in the U.S. with the objectives of, one, provide frictionless customer service for their early tenure video customers, and two, elevate to a platinum customer experience for their high value customers. Anchored by our WaveX technology, we developed a BPO 2.0 solution that included our proprietary AI agent analytics and performance tool set to deliver a 20% faster path to proficiency. Our enterprise grade BI suite to deliver end-to-end real-time customer interaction analysis that is driven at 12% reduction in repeat, and transferred calls. The transformational customer experience is being complemented by a highly branded site and award-winning agent engagement and is now enabling our client to win the J.D. Power Award for customer service. Not only have we exceeded our client's objectives, We are now developing and deploying similar solutions across the retail lines of business. As evidenced, our WaveX purpose-built technology stack is clearly playing a big role with both new economy and blue chip clients. These next two examples highlight our ability to consistently win on a big stage with clients in the e-commerce world as consumers are rapidly moving to digital-first transactions and brick-and-mortar retailers convert to a click-to-home model. For one of North America's largest specialty retail and e-commerce companies, IBEX displaced a struggling vendor. We were able to help the client prepare for the fast approaching 2020 holiday season that was compounded by COVID-19 and the volume shift to digital support. IBEX leveraged its highly scalable work at home operation and deployed 50% of the required staffing headcount from at home locations in the Philippines. with a total ramp to approximately 500 agents. We leveraged our WaveX virtual performance management tool set that allows for real-time KPI management, desktop audio and visual monitoring, KPI gamification dashboards, lifetime coaching, and data security tool set to ensure a seamless and secure virtual engagement. Using proprietary glide path modeling developed in our WaveX BI module, our workforce management operations and training divisions were able to forecast the client's Black Friday through Cyber Week needs with remarkable degree of precision. Impressively, we reached a forecasting accuracy for FTE production hours of 99% in November and 103% during December of 2020, ensuring success for this most important holiday season. Now, finally, we were able to assist one of the world's largest pure new economy e-commerce companies based outside the US that have hundreds of millions of users. The company was faced with the need for a secured on demand digital first solution as they built a promotion replicating the shopping phenomenon of 1111 Singles Day in China in new markets. IBEX was selected as the strategic partner of choice in the region based on our ability to rapidly scale a brick and mortar and work at home solution along with our ability to integrate our WaveX technologies into their core platforms to ensure a secure environment. IBEX displayed the agility and flexibility to hire over 200 agents within days. The partnership with IBEX resulted in our clients' best-ever returns on contact center answer efficiency rates. Bundled with our trademarked great customer experience scores. As a result, we are now positioned for a multi-year close relationship and partnership. In short, IBEX has become the partner of choice for a growing legion of iconic brands. Not only are we securing new clients across various segments, but our share of wallet in the install base continues to increase as we consistently win new lines of businesses, new services, and expand new geographies. Our employees remain our main priority. I am delighted to report that we continue to pass 100% of our health audits and as a result, have had each of our centers operational for the past three quarters. Additionally, we have mobilized close to 100% of our workforce back to pre-COVID levels. I also want to thank our leadership and frontline personnel who have demonstrated unbelievable perseverance and commitment in the face of adversity. Your resilience and agility are the foundation for our incredible results. Your performance is the gold standard. I would also like to recognize and thank our shareholders for their continued support. In summary, we continue to lead the BPO 2.0 revolution. Our disruptive and innovative customer experience solutions uniquely position us to deliver breakthrough results for our clients. Our ability to provide complex critical support for our clients in a highly digital economy Our recognition for exceptional performance and our strong financial results position IBEX for long-term success. I will now turn the call over to Carl Gable, our CFO, who will walk you through the key financial highlights to the quarter and provide you with our updated guidance. Carl?