Jim Rembach, Chief Spokesman Ph: 336-288-8226 [email_address] 360 QM: The Next Generation in Quality Assurance Internal Quality Monitoring (IQM) combined with External Quality Monitoring (EQM)

Call Monitoring Evolution “ Call monitoring practices for quality assurance purposes is broken in call centers and 360 QM can fix it.” VP, Global Product Manufacturer

“ Call monitoring practices for quality assurance purposes is broken in call centers and 360 QM can fix it.”

360 QM BPO Impact People Customers 360 QM Impacts Systems Churn/defection Failed Service Recovery Word-of-mouth Repeat calls … Gap reduction between internal monitoring results and customer experience The need for “even” more expense Lowers overall cost of ownership Ever increasing scoring disputes “ Big Brother” environment Improves morale from call / quality monitoring Biased Scores Those accountable for performance grading performance Low or hard-to-prove ROI Unexplained improvement or decline in scores Switches fixed capital investment to variable expense Licensing Support Agreements Mgt, Training & Admin … People to conduct process People to coach and train Calibration & Disputes Systems Support …

Churn/defection

Failed Service Recovery

Word-of-mouth

Repeat calls

…

Gap reduction between internal monitoring results and customer experience

The need for “even” more expense

Lowers overall cost of ownership

Ever increasing scoring disputes

“ Big Brother” environment

Improves morale from call / quality monitoring

Biased Scores

Those accountable for performance grading performance

Low or hard-to-prove ROI

Unexplained improvement or decline in scores

Switches fixed capital investment to variable expense

Licensing

Support Agreements

Mgt, Training & Admin

…

People to conduct process

People to coach and train

Calibration & Disputes

Systems Support

…

360 QM vs. Premise Based Criteria 360 QM Premise System High fixed (Human) capital investment Salaries, benefits for specialists, leaders, and IT  High hardware, software, licensing, maintenance fees  Significantly reduced fixed capital expense  Low start-up costs  Rapid Implementation  Continuous technology and best practice refresh  Flexible, scalable, and easier customization  Low TCO – Total Cost of Ownership  Free Performance Benchmarking 

Why 360 QM Unmatched experience, core expertise, industry recognition and respect, high client retention rate. The only EQM provider. Hosted and managed data collection and reporting tools. No system administration training (and retaining) required. Lower costs due to economies of scale. No increased commitment and energy in non-core areas. Greater flexibility and ability to implement the service requirement. Continual refresh of innovation and best practices. Lower ongoing investment required. Lack of internal expertise is mitigated. Improved risk management. Turn fixed costs into variable costs (improves cash flow).

Unmatched experience, core expertise, industry recognition and respect, high client retention rate. The only EQM provider.

Hosted and managed data collection and reporting tools. No system administration training (and retaining) required.

Lower costs due to economies of scale.

No increased commitment and energy in non-core areas.

Greater flexibility and ability to implement the service requirement.

Continual refresh of innovation and best practices.

Lower ongoing investment required.

Lack of internal expertise is mitigated.

Improved risk management.

Turn fixed costs into variable costs (improves cash flow).

Efficiency savings from Internal Quality Monitoring “ Savings as a result of converting to 360 QM ” Analyzing, Grading, Systems $112,500 Original QM cost - $75,150 Streamlined QM cost $37,350 Savings (A,G,S) Total Savings $37,350 Savings (A,G,S) ÷ .20 % Savings (C,C,F) $186,750 Savings (C, C, F) IQM Investment 300 Agents @ 5 evaluations per month $224,100 Total Savings

360 QM Implementation Process Business assessment: We gather key information about your technology environment, historical and existing survey projects, and your internal quality monitoring program. Program design: work in synergy to create a survey script, quality monitoring form, and sampling plan to meet business need. Implementation strategy: Tools are used including detailed checklists and project plans to guide the deployment team. System testing: Our experts handle technical details, system validation, and testing to ensure that your program is fully functional from day one. Training: Instructor-led training for reporting systems, program communication, ad leveraging is provided to ensure your organization has actionable results…immediately. Beyond implementation: monthly support meetings, agent coaching, quarterly user group meetings, quarterly benchmarking.

Business assessment: We gather key information about your technology environment, historical and existing survey projects, and your internal quality monitoring program.

Program design: work in synergy to create a survey script, quality monitoring form, and sampling plan to meet business need.

Implementation strategy: Tools are used including detailed checklists and project plans to guide the deployment team.

System testing: Our experts handle technical details, system validation, and testing to ensure that your program is fully functional from day one.

Training: Instructor-led training for reporting systems, program communication, ad leveraging is provided to ensure your organization has actionable results…immediately.

Beyond implementation: monthly support meetings, agent coaching, quarterly user group meetings, quarterly benchmarking.

Interdependent Performance

Jim Rembach Chief Spokesman Ph: 336-288-8226 Quality Assurance Process Outsourcing Call Monitoring and Customer Experience BPO