Business Process Outsourcing

Drew Grdina – President – 216.702.3184

23550 Commerce Park Drive

Suite 5000Beachwood, Ohio 44122

440.484.2400 / 877.412.6936

Who We Are: Business Process Outsourcer (BPO) Privately Owned and Founded in 1974 Two Call Centers: Beachwood, Ohio Inbound/Outbound Customer Contact Nationwide Collections Services National Client Base Network System Integration Web – Based Interactive Tools & Reporting Multi – Layered Data Protection State of the Art Dialer and Software

Systems Scalability with capacity of 600+ seats Customized Reporting

Offered Products and Services:

Inbound / Outbound: Enrollment/Activation Programs Survey and/or Data Collection Marketing Support/Chaser Calls “Click to Call” Enrollment/Transfer

Programs Lead Generation/Telesales New Customer Acquisition Customer Retention / Winback Customer Service Up-selling / New Product Offers Call Overflow Membership Recruitment Broadcast Messaging Sales Support Appointment Setting Live Chat Online Fundraising

Healthcare/Insurance Clients:

Clients:

Clients∞ Cleveland Clinic

∞ Insurance.Com

∞ Columbia Gas of Ohio

∞ Nationwide Insurance/Nationwide Better Health

∞ First Marblehead Corp.

∞ Parma Hospital

∞ Medical Mutual

∞Insure.com

∞ Lorain National Bank

∞Washington Gas & Energy Services

Technical Overview

Call Flow Scripting

Contact with named insured, but

no OSR Available

Contact

Contact with named insured

Dialer detects Voicemail (VM)/

Answering Machine

Agent is connectedwith VM & leaves

Message

Pre-Recorded Message: “Thankyou for your recent request for

competitive insurance rates. Onemoment while I connect you

with the next available representative to assist you insaving money on insurance.”

“Hello my name is _________calling on behalf of Company

regarding the insurance quoteyou requested. I have a licensed agent available to complete your

quote and provide you with up to 4 insurance quotes. One moment

while I transfer you to a live agent.”

Pre-Recorded Message: “Thankyou for your recent request for

an insurance quote from COMPANY. Please call #### to

speak with a licensed insuranceagent 7 days a week (Hours).

The sooner you call the sooner we can start saving you money.”

After 5-10 seconds of music (TBD) “Thank

you for waiting a representative will be

with you shortly.” Repeatuntil OSR gets on the line

If yes, “Great, this callmay be recoded for

quality purposes.” Call appropriate 800#, follow

Steps)

If no: “I understand what time would be good for us to call you back in

order to finish the quoteto see how much we can

save you.”

If customer statesday/time, setup a

call back

If still no: “ You can call usback at your earliest

convenience to finish the quoteand see how much we can

save you.” Provide call backnumber and hours.

3rd party states NI is notavailable, rep sets up a call back and/or dispos to have

dialer call a secondary #

3rd Party, ok to transfer if spouseor child under 18

Rep dials numberif different from

secondary #provided

Rep hits terminationCode to play a

Pre-recorded message

If # is same as secondary # rep dispos to have

system dial 2nd #

3rd Party provides anothercontact # to reach NI, rep

leaves contact info andthen manually dials

alternate #.

Rep contactsName Insured

Rep not able to contact NI, dispos

for dialer to call2nd number

Spanish Outreach Flow

Sample Staffing Model

Thank You for taking the time to review this information

23550 Commerce Park Drive

Suite 5000

Beachwood, Ohio 44122

440.484.2400/877.412.6936

Drew Grdina - President - 216.702.3184Drew Grdina - President - 216.702.3184