1.
Realtime Results Contact Centers<br />Experienced, Efficient and Effective Partners<br />Prepared by:<br />Realtime Results<br />2054 Westport Center Drive<br />St. Louis, MO 63146<br />dan.hinkebein@realtimeresults.net<br />1-888-263-6569 <br />www.realtimeresults.com<br />www.recallresults.com<br />Facing a Recall?<br />We can help!<br />1-888-263-6569<br />

2.
Overview of the Company<br />Realtime Results provides cost-effective, inbound and outbound contact center solutions. <br />We support a mix of highly specialized projects and programs.<br />Since 2006 we have handled millions of sales, service and support calls. <br />We operate three state-of-the art contact centers with more than 1,000 available seats and 100,000 square feet of production space. <br />We leverage an experienced I.T. Development staff to quickly deliver off-the-shelf and custom built solutions.<br />2<br />

3.
Partners with Expertise<br />Realtime Results is a professional services firm with years of Product Recall consulting and management expertise. Our Recall Services include:<br />Strategic planning for product recall and safety programs.<br />Notice design and implementation.<br />Program registration through live operator support.<br />Online Internet registration through regcen.com.<br />Funds management.<br />Fulfillment services.<br />Service provider network management.<br />Preparation of government reports.<br />3<br />

4.
Live Operator Services<br />Realtime Results live operator staff are professional, courteous, and knowledgeable regarding client products and procedures. Staff training includes:<br />Our comprehensive customer relationship program. <br />On-going customer relationship skills enhancement training.<br />Product Recall specific customer-relationship skills training.<br />Comprehensive product-specific knowledge training.<br />Ongoing online live program updates through our Intranet.<br />4<br />

5.
Web-Based Consumer Registration<br />Realtime provides custom online recall registration. Product specific Web pages are developed on our regcen.com Web system. Advantages of our web based services include:<br />Fulfills notice requirements of various safety and settlement programs.<br />Provides companies with their own propriety page with program information for consumer registration.<br />Supports multiple languages.<br />Allows documents to be posted for consumer review or download.<br />Provides a site used for full notice and fulfillment programs.<br />Increases consumer response rates and cost effectiveness of recall-program.<br />Gives customers 24/7 access.<br />5<br />

6.
Funds Management<br />We offer our clients a variety of Funds Management options including:<br />Collection and distribution of payments to suppliers.<br />Collection and distribution of payments to field service techs.<br />Collection and distribution of payments to consumers.<br />Management and accounting support for funding accounts.<br />Financial reporting.<br />6<br />

7.
Fulfillment Services<br />We offer our clients a wide variety of fulfillment options including:<br />Creation and distribution of notices to retailers and distributors.<br />Creation and distribution of consumer and end user notices.<br />Collection of affected products.<br />Shipping of replacement products.<br />Fulfillment of coupons.<br />Issuance of payments to consumers, servicers, and retailers.<br />7<br />

8.
Field Repair and Product Recovery<br />Realtime provides a variety of in the field operations and services including:<br />Repair of products in consumer homes and offices.<br />Replacement/removal and disposal of products.<br />Collection and removal of products from retail stores.<br />Environmental disposal when needed.<br />8<br />

9.
Reporting<br />Realtime provides clients with custom, comprehensive reporting tools including:<br />Daily activity reports that track contacts and activity.<br />Resolution reports for replacement & repair activity.<br />Notification reports to track effectiveness of the mailings.<br />Monthly agency reports for the governing body overseeing the recall.<br />9<br />

10.
Business Services<br />Realtime provides a complete suite of business services to address all recall related needs including:<br />Project management<br />Working directly with clients to assist in program design.<br />Managing direct mail.<br />Setup and management of database.<br />Bilingual outsourcing.<br />Crisis communications.<br />E-mail notifications.<br />Confidentiality agreement development to cover all work.<br />10<br />

11.
Leading Edge Systems<br />Good technology is critical to a successful contact environment, and this is one of our strengths. We believe what sets us apart is how we creatively apply technology through our years of experience:<br />Innovative CRM Platform<br /><ul><li>Backend data managed on an IBM iSerieseServer

12.
Custom call scripts with predetermined outcomes for ease of operation

13.
Seamless routing of work to agents independent of location</li></ul>Advanced IP Phone System<br /><ul><li>ACD and skills-based routing

14.
Call recording with Web-based remote access and monitoring

15.
Integrated Voice Response (IVR)

16.
Fully deployed soft-phone environment with Click-to-Dial

17.
Support for both Soft and Traditional Phones

18.
Predictive dialer capabilities

19.
Easily configured and customized</li></ul>11<br />

20.
Our diverse workforce is developed in partnership with community organizations, career centers and academic institutions.<br />We develop our staff with proactive training at all levels of the company. Each year, our employees complete over 1,000 hours of training beyond new hire training.<br />We build talent from within, and we do it one employee at a time. We have a proven record of career development and employee promotions.<br />Our HR and recruiting teams are staffed with HR and Organizational Development professionals. These groups support all levels of the organization and have experience staffing and supporting a wide variety of programs.<br />We leverage creative employee recognition programs to create a fun and productive work environment. Employee activities include Company BBQ’s, Ticket Raffles, Monthly Birthday/Anniversary Celebrations, Customer Service Week and much more.<br />Skilled People, Talent & Leadership<br />Taking care of each and every customer and following through on what we say we’ll do is the foundation of our culture.<br />12<br />

21.
Product and Industry Experience<br />Over the years, Realtime Results team of Recall Experts have coordinated recalls for diverse products, industries and government agencies. Past initiatives have included recalls for: <br />Consumer Goods<br />Manufacturing & Industrial Products<br />Automotive Products and Accessories<br />Heating and Ventilation Products<br />Consumer Electronics<br />Cookware & Kitchen Goods<br />Clothing<br />Furniture<br />Children’s Toys<br />Tools<br />Firearms<br />13<br />

22.
Realtime Results Contact Information:<br />Please visit our recall services website www.recallresults.com<br />Tom Brockhaus<br />Vice President<br />Client Services<br />888.263.6569<br />tbrockhaus@realtimeresults.net<br />2054 Westport Center Drive<br />St. Louis, MO 63146<br />Dan Hinkebein<br />Manager<br />Business Services<br />888.263.6569<br />dan.hinkebein@realtimeresults.net<br />2054 Westport Center Drive<br />St. Louis, MO 63146<br />“Assisting the customer, one smile at a time.” <br />– Caley Mason, Customer Service Associate<br />14<br />Facing a Recall?<br />We can help!<br />