(416) Achieving Sustainable Service Excellence Approach & Credentials EFFICIENCY, GROWTH & PERFORMANCE MANAGEMENT For Service Operations

CONFIDENTIAL Efficiency, Growth & Performance Management Agenda  History  Core Services  Guiding Principles  Approach  Value Stream  Differentiator  Clients  Method  Project Team Skill Set  Value Proposition  Rate Structure 2 This is a very brief overview…

CONFIDENTIAL Efficiency, Growth & Performance Management 3 ERIC YOUNG ASSOCIATES Tele-Centre Assist Inc. (TCA) History  Contact Centres Since 1986  1996 Incorporated as Tele-Centre Assist Inc. (TCA)  Operating as ERIC YOUNG ASSOCIATES® Core Services 1.Efficiency  Contact Centre Audits 2.Growth  Sales Improvement 3.Performance Management  Quality  Training  “Culture of Accountability”  Vendor Selection/Management  SME Recruiting

CONFIDENTIAL Efficiency, Growth & Performance Management 4 Results Not Reports…  Strive to Remove Subjectivity  Tangible Results  Pragmatic  Accountable  Continuous Improvement Work is premised on one core guiding principle… If you don’t measure, you can’t manage. Guiding Principles

CONFIDENTIAL Efficiency, Growth & Performance Management 5 Guiding Principles CRM Training Daily Stand Up Meetings (DSTUM) Targets/KPI’s Quality Assurance Reporting Motivation Recruitment Performance Evaluation Standardized Workflow Technology Monitoring Ingredients for Success?

CONFIDENTIAL Efficiency, Growth & Performance Management 6 Guiding Principles  Who is answering your calls?  How responsive are you?  What happens between hello & goodbye?  How much is it costing? Good Service Quality First Call Resolution Quality First Call Resolution Good Service

CONFIDENTIAL Efficiency, Growth & Performance Management 7 Approach Cause & Effect Measurement Accountability Consistency Targets Reporting Baseline Benchmark Quality Coaching, Training, DSTUM KPI’s Motivation Sustainability through Kaizen Continuous Improvement   Phone Non-Phone Operational Infrastructure Gradual Cultural Transition Consistent Customer ExperienceSustainable Efficiency + Y=f(X1,X2,X3,X4…)

CONFIDENTIAL Efficiency, Growth & Performance Management 8 Value Stream Helping Service Operations Improve… Efficiency Service Delivery Revenue Quality Quantifiable Results Zero capital investment Concurrent initiatives 200% Return on Investment Decades of Experience…

CONFIDENTIAL Efficiency, Growth & Performance Management 9 Heard it all Before? We are Not:  Traditional (by the hour) Consultants  “Boardroom” Consultants  Here today/gone tomorrow  Passive We Are:  Subject Matter Experts  Accountable  In the “trenches”  Part of your team embedded into your day-to-day operations  Goal oriented & Focused

CONFIDENTIAL Efficiency, Growth & Performance Management 10 Selected Clients

CONFIDENTIAL Efficiency, Growth & Performance Management 11 Method The Assessment Process An unusually short cycle time… Define Measure Analyze Improve Control Our Approach Pre-Assessment Preparations Site Visit(s) Recommendations Development, Final Report & Presentation Post-Assessment Implementation Data Analysis/Interpretation

CONFIDENTIAL Efficiency, Growth & Performance Management Develop a Discoveries template, appropriate Back Office tracking forms. 2.Review Discoveries template with Operations contact 3.Identify stakeholders and sources for information 4.Schedule meetings & workshops 5.Collect available information 6.Review service offerings and internal practices 7.Confirm internal positioning 1.Develop a Discoveries template, appropriate Back Office tracking forms. 2.Review Discoveries template with Operations contact 3.Identify stakeholders and sources for information 4.Schedule meetings & workshops 5.Collect available information 6.Review service offerings and internal practices 7.Confirm internal positioning Project Activities 1.Discoveries template & guide for all work that follows 2.Set Expectations – time committment, scope. 3.Contain costs by creating focus and a structured approach 4.Begin different phases concurrently 5.Understand culture and internal sensitivities 6.Develop & articulate positioning 1.Discoveries template & guide for all work that follows 2.Set Expectations – time committment, scope. 3.Contain costs by creating focus and a structured approach 4.Begin different phases concurrently 5.Understand culture and internal sensitivities 6.Develop & articulate positioning Project Deliverables Pre-Assessment Preparations 1 1 Method Continued

CONFIDENTIAL Efficiency, Growth & Performance Management Stakeholder interviews 2.Data collection 3.Review current issues, collaborate with ESA 4.Data review 5.Workshops 6.Detailed Task & Time tracking 7.Observation 8.Review service offerings and internal practices 1.Stakeholder interviews 2.Data collection 3.Review current issues, collaborate with ESA 4.Data review 5.Workshops 6.Detailed Task & Time tracking 7.Observation 8.Review service offerings and internal practices Project Activities Project Deliverables Site Visit(s) 2 2 ReportingMeasureQualityTrainingScheduleTargetsFeedbackAccountabilityRecognitionEnvironmentITProcess Operational infrastructure - over 30 Key Business Drivers – ESA 1.Obtain all of the detailed information for all Key Business Drivers 2.Identify Gaps that require more information, further observation, workshops or meetings 3.Fill Gaps & proceed to next step. 4.Complete all manual tracking ie. Time & Motion (Back Office) 5.Validate all manual tracking 1.Obtain all of the detailed information for all Key Business Drivers 2.Identify Gaps that require more information, further observation, workshops or meetings 3.Fill Gaps & proceed to next step. 4.Complete all manual tracking ie. Time & Motion (Back Office) 5.Validate all manual tracking Method Continued

CONFIDENTIAL Efficiency, Growth & Performance Management 14 Data Analysis/Interpretation Documentation 2.Identify & capture possible opportunities 3.Process mapping (macro) 4.Financial analysis 5.Cost per contact, per call minute, per task 6.Efficiency analysis 7.Service metrics analysis 8.Telephony analysis 9.Systems analysis 10.Capacity – each of the areas above 1.Documentation 2.Identify & capture possible opportunities 3.Process mapping (macro) 4.Financial analysis 5.Cost per contact, per call minute, per task 6.Efficiency analysis 7.Service metrics analysis 8.Telephony analysis 9.Systems analysis 10.Capacity – each of the areas above Project Activities 1.Working list of potential opportunities 2.Documented “As Is” process mapping 3.Documented preliminary “To Be” process 4.Detailed analysis summaries documented 1.Working list of potential opportunities 2.Documented “As Is” process mapping 3.Documented preliminary “To Be” process 4.Detailed analysis summaries documented Project Deliverables Method Continued

CONFIDENTIAL Efficiency, Growth & Performance Management 15 Method Continued Recommendations Development, Final Report & Presentation Collaborative Blue Sky brainstorming 2.Document “To Be” processes 3.Complete documentation of opportunities 4.Categorize, prioritize opportunities list 5.Benchmark cost & service metrics (“As Is” & “To Be”) 6.Research possible solutions 7.Business Case for possible solutions 8.Develop high level project plan for next steps 9.Develop final report 10.Develop executive overview presentation 1.Collaborative Blue Sky brainstorming 2.Document “To Be” processes 3.Complete documentation of opportunities 4.Categorize, prioritize opportunities list 5.Benchmark cost & service metrics (“As Is” & “To Be”) 6.Research possible solutions 7.Business Case for possible solutions 8.Develop high level project plan for next steps 9.Develop final report 10.Develop executive overview presentation Project Activities 1.Final recommendations 2.Business case 3.Final report and executive pres. 4.Road map for next steps Project Deliverables Priority #1 = Now Priority #2 = 6 – 12 Months Priority #3 = Longer Term

CONFIDENTIAL Efficiency, Growth & Performance Management Method Continued 16 Involve client resources wherever possible Solutions that do not require capital expenditure Gradual, phased approach Change Management/Risk Mitigation & Project plans  Priority #1 = Now (Quick Fixes)  Priority #2 = 6 – 12 Months  Priority #3 = Longer Term Post-Assessment Implementation 5 5

CONFIDENTIAL Efficiency, Growth & Performance Management 17 Project Team Skill Set Contact Centre Lean Management & Six Sigma Business Process Mapping Project Management Telephony & IVR CRM & Case Management WFM Human Resources MBA

CONFIDENTIAL Efficiency, Growth & Performance Management 18 Value Proposition Testimonials! Sales, Service/Contact Centre (Integration) Specialists Decades of relevant experience Over 150 Contact Centre Audits completed Post-Implementation – Pay for Performance Option Unique Results Guarantee – 200% ROI Market Intelligence Industry Benchmarking “We make customer contact efficient & effective…”

CONFIDENTIAL Efficiency, Growth & Performance Management 19 Rate Structure 1.Assessment & Development Work – Flat rate ceiling 200% ROI Guaranteed 2.Post - Implementation Low flat monthly rate + commission option Flat rate ceiling for specific deliverable option Tiered hourly rate when effort is too difficult to estimate We are results driven. Accountable for delivering a measurable result Specific objective-driven projects

CONFIDENTIAL Efficiency, Growth & Performance Management 20 ERIC YOUNG ASSOCIATES Tele-Centre Assist Inc. (TCA) Eric Young Principal ERIC YOUNG ASSOCIATES Toronto, Ontario, Canada