TeleTech is a leading provider of call center jobs for many thousands of full-time and part-time employees across the United States. As a self-insured employer, TeleTech offers two different employee health insurance plans with premiums split between company and employee.

Call centers operate 24/7, so TeleTech’s employees work various shifts and need to plan their personal and family healthcare appointments around work schedules. But illnesses like colds, the flu, allergies and other annoying non-emergency issues don’t always happen during doctors’ office hours or an employee’s time off. While urgent care facilities or the ER offer 24/7 care, costs and waiting times can both be exorbitant – not to mention the lost wages and productivity if an employee has to miss work.

Virtual Care, Anywhere.

TeleTech Cuts Healthcare Costs and Reduces Employee ER Usage with MDLIVE

“ Why wait in an ER for 3 or more hours around 30 other people who are sick, and pay an exorbitant cost when you can use MDLIVE anywhere, any time?”Justin Campbell Regional Health and Wellness Navigator TeleTech

CustomerTeleTech Holdings, Inc. (NASDAQ: TTEC), a leading global provider of customer experience, engagement and growth solutions

Pain PointAs a self-insured employer, TeleTech needed to provide call center employees with a cost-effective alternative to using the ER and urgent care centers for non-emergency health issues

CureMDLIVE provides 24/7 virtual access to board-certified physicians through TeleTech’s two employee health insurance plans

Outcomes

• Gross savings of $418,727 to date

• Gross savings of $204 per registered employee

• Reduced employee ER usage by 4.6%

• Utilization rate: 79.7% since inception for registered users

• Makes healthcare access more efficient, convenient, and flexible

When TeleTech’s management noticed a significant increase in some employees’ use of the ER for non-emergency ailments, they looked at virtual healthcare (telehealth) solutions as a cost-effective alternative. In January of 2013, TeleTech became a provider/member of MDLIVE, the nation’s largest telehealth network of board-certified doctors, pediatricians, and therapists.

| Skip the ER waiting room. Pay less.

TeleTech offers MDLIVE access to nearly 8,000 employees as a benefit of its two insurance plans available to full-time and part-time employees. Most employees pay a $10 co-pay to use MDLIVE, while employees on the high deductible insurance plan pay a $38 co-pay. Both amounts are far less than the customary charges at an urgent care facility or ER.

“One of the greatest advantages of MDLIVE is the low cost,” says Justin Campbell, regional health and wellness navigator at TeleTech. “Now, when employees or their dependents have a cold, sinus infection, or other non-emergency issue, they can call MDLIVE for a virtual appointment and get the same level of care faster, and at a much lower cost, than at urgent care or the ER. Also, MDLIVE gives our employees a much more efficient way to get care for themselves and their families from the comfort of their own home. Why wait in an ER for three or more hours around 30 other people who are sick, and pay an exorbitant cost when you can use MDLIVE anywhere, any time?”

TeleTech’s eligible employees simply register online to use MDLIVE. Once the activation process is complete, employees can create a medical history profile and emergency contact information for themselves and for other members of their families. When they need to make a virtual appointment, they log in at www.mdlive.com or through a mobile app on a smartphone. They can browse physician profiles, view available appointment times, and schedule an appointment with the doctor of their choice. Consultations occur by phone or secure video on a computer or smartphone via the MDLIVE app, whether the employee is at work, at home, on vacation, or anywhere.

MDLIVE at a glance

• The nation’s largest virtual care network

• More than 10 million members

• < 10 minutes average wait time

• State-licensed, board-certified physicians averaging 15 years of practice experience

• NCQA certified/accredited and follows URAC guidelines for quality care

Top MDLIVE Top Diagnoses

1. Acute sinusitis unspecified

2. Sinusitis - acute

3. Acute upper respiratory infections of unspecified

4. Urinary tract infection site not specified

5. Acute pharyngitis

“ MDLIVE is such an efficient way of receiving medical care because it doesn’t take you away from your job or your family.”Justin Campbell Regional Health and Wellness Navigator TeleTech

| Generating awareness about MDLIVE

In addition to programs and events, TeleTech also raises awareness of MDLIVE through employee testimonials which are shared with permission on the TeleTech intranet. “Testimonials put a face to MDLIVE,” Campbell says. “One of our site directors was skeptical about MDLIVE at first, but he has used it several times and now he’s an advocate. If you have the manager of over 1,000 people advocating for MDLIVE, then you know it’s a success.”

According to Campbell, the testimonials show the high satisfaction with how easy and fast it is to access care using MDLIVE. Not only the call center employees, but also TeleTech’s corporate partners have used MDLIVE to call from the office if they aren’t feeling well and speak to a physician. They can go on their lunch break to pick up a prescription, if needed, and go back to work. “MDLIVE is such an efficient way of receiving medical care because it doesn’t take you away from your job or your family,” Campbell says. “Also, the interaction with the physician is fast and professional. That’s what everyone at TeleTech is talking about in their testimonials.”

“We constantly promote MDLIVE to get our employees excited that there is a different, more cost-effective way to get healthcare,” Campbell says. “For example, our flyers are designed to target specific timeframes, such as allergy season, back-to-school, and other times when certain ailments are more common. People see the flyers and immediately make the connection that they can use MDLIVE to get care more quickly and conveniently.”

TeleTech recently held an “MDLIVE Day” to further generate awareness and excitement about using virtual care. “We are currently working with MDLIVE on developing other types of new promotions, as well as refreshing our existing programs,” says Jill Seder, regional health and wellness navigator at TeleTech. “In a call center environment, we have constant employee turnover, so it’s important to always have new promotions ready to make new employees aware of MDLIVE and how to register. The more they know about MDLIVE and its advantages, the more likely they will use it.”

About MDLIVE

Founded in 2009, MDLIVE is a visionary and pioneer in the digital delivery of high-quality, convenient, cost-efficient care. The company provides consumers, health plans, health systems and self-insured employers with 24/7/365 access to board-certified doctors and pediatricians via secure online video, phone or the MDLIVE App. Instead of the inconvenience and expense of ER or urgent care visits for non-emergency issues, registered users can receive a virtual consultation through the company’s HIPAA and PHI-compliant secure, cloud-based platform from home or on the go, and if necessary, obtain an e-prescription. Through Breakthrough, the company’s behavioral health service, MDLIVE enables consumers to schedule video appointments with licensed therapists. To learn more about how MDLIVE is using telehealth innovations to improve the delivery of healthcare, visit www.MDLIVE.com

| Improved Outcomes

By adopting MDLIVE’s virtual care service as an employee healthcare benefit, TeleTech has created a win-win environment of flexibility and cost savings not only for its employees, but also for the company as a whole. Some of the key benefits of using MDLIVE are:

• Increased ROI – Since TeleTech started using MDLIVE, total program savings have totaled $418,727 as of February 2016. These savings result from employees using MDLIVE as opposed to urgent care centers, emergency rooms, doctor’s appointments, and other avenues of care.

• Reduction in ER use – ER use among TeleTech employees has fallen 4.6% in 2015 over the previous year at one TeleTech site with more than 1,000 employees. Using MDLIVE has changed the behavior of some employees who had been using the ER for every type of non-emergency illness, resulting in a significant decrease in claims.

• Employee flexibility and convenience – TeleTech’s call center workers benefit from the flexibility of having 24/7 access to care through MDLIVE. “One evening I saw one of our employees at our local Walmart and she was very sick,” Jill Seder says. “I suggested that she call MDLIVE, but she didn’t realize she could call at 7 p.m. at night. She was so excited because she was able to get some medication and was back at work the next day after having missed 5 days of work already.”

• A vendor experience “above and beyond” – Campbell notes that working with MDLIVE has exceeded his expectations in terms of a vendor relationship that is very positive and collaborative. “TeleTech has a great partnership with MDLIVE,” he says. “The people at MDLIVE listen to our ideas and work with us to make them happen. Also, they provide excellent feedback and reporting on how our employees are using the service. I like that MDLIVE sends out a survey after every consultation. If there is any negative feedback from a patient, MDLIVE follows up quickly and resolves the issue. MDLIVE’s customer service goes above and beyond any other fitness or health-related vendor I have worked with.”

In the future, TeleTech wants to offer MDLIVE’s behavioral modification services, specifically the tobacco cessation program, to its employees. “MDLIVE has been efficient and effective in providing medical care, so I expect they will do the same with behavioral services,” Campbell says. “We’re excited and willing to be a pilot site for whatever new programs MDLIVE wants to launch. We’re especially interested in helping our employees stop smoking, and the MDLIVE program is at the top of our list.”

© 2016 MDLIVE Inc. All rights reserved. v051116

“How would you rateyour overall experience?”

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