Business Review 1

Organizational Chart  Please include team information down to the SME level  Highlight any significant organizational changes since the last business review 2

FTE by Program Vendor Program Overall FTE FT Headcount PT Headcount Total FTE Overall Vendor FTE Avg # of hours worked per FTE Monthly Attrition ** 3  These numbers are as of MM/DD/YY ** Include both voluntary & involuntary attrition percentages

Campaign Results 4 Complete this worksheet for each program Label each worksheet with the program name Highlight the meeting and exceeding expectations in service level, availability, RPC, RPH, & Net Revenue in green and misses in red Complete this worksheet using the last six months of data For OB programs, removed SL Target & Actual columns

Campaign SWOT Analysis 5 Strengths Weaknesses Opportunities Threats This slide can be used for individual program analysis or overall program analysis

Program Focus For Quarter 6 Please complete this slide for each program highlighting focus for the upcoming three months and label appropriately. Month Month Month

Revenue Performance Analysis  Outline plans to meet/exceed revenue targets for RPC, RPH, Per 100s and Net Revenue  Offer Rate analysis and plans to increase “ideal” customer offers 7

QA Performance Analysis  Outline action plan to meet and maintain QA % Target 8

Operations Analysis  Outline strengths and weakness of Operations Scorecard and plans for improvement where necessary  Outline Offer strengths and weakness of site audit results when applicable 9

Employee Engagement  Highlight significant activities related to employee engagement including but not limited to customer service, training, incentives, community efforts, etc. 10

Feedback  Provide suggestions & recommendations 11