Customer-Centric Program First Year Experience

Critical Decision Dr. Franklin Shaffer CGFNS International CEO and Keith Miller Chief of Staff made a critical decision in October 2011 to embed customer centricity across the organization Removed the Call Center silo and implemented a “Generalist” concept for company-wide Customer Care Customer Care hours would revert to 8 am - 4pm Monday through Friday after significant training of staff was conducted

Generalist Training  20 CGFNS International employees received generalist training between November 7 and November 16, 2011 by Jamilah Leonard and Dennis Gorniowsky  The training package contained modules on the different programs and services offered by CGFNS International and the handling of customer inquiries professionally and courteously  Additional training was conducted in January 2012 by Amos Sydnor and Michelle McDuffie

Implementation  The Generalist concept went live on November 21, 2011 coinciding with the new customer care hours of operation  This new concept is helping CGFNS International effectively staff for the increased call volume while serving our applicants more effectively and professionally

Customer Care Performance November October 2012  CGFNS International has established a service level of 80% of the calls to be answered in 60 seconds.  Answer time is the amount of time in which an applicant’s call is answered from the call queue by a generalist.  Average handle time (AHT) is a customer care metric for the average duration of one call, typically measured from the customer’s initiation of the call including any hold time, talk time and related tasks that follow the call.  AHT is a prime factor when deciding customer care staffing levels

Integrated Customer Care Experience Report

Background  In January 2012, CGFNS International implemented the Customer Care Experience Feedback.  Designed to measure the applicant’s call experience.  Goes beyond measuring the number of calls answered, speed of answering calls, number of calls abandoned, and a service level percentage.

Follow-up customer contact  A staff meeting presentation was done the end of March 2012 that included Customer Care call statistics and showed the overall Customer Care experience feedback  Follow-up calls were made by Amos Sydnor and Michelle McDuffie to those applicants who expressed concerns about their call experiences or processing of their applications.  Most of the applicant’s comments were easily addressed, had already been resolved or were in the process of being resolved.

Customer Care Experience Feedback Results from March 5, 2012 to June 28, 2012 What was the purpose of your call? Application StatusApplication ProcessOtherReceipt of DocumentsWebsite Navigation 113 (49%)53 (23%)19 (8%)43 (18%)4 (2%) Did our customer care representative identify the company as CGFNS International? YesNo 230 (99%)2 (1%) Did our customer care representative appear knowledgeable and competent? ExtremelySatisfactorilyDefinitely Not 181 (78%)50 (21%)2 (1%) Did our customer care representative handle your call with courtesy and professionalism? ExtremelySatisfactorilyDefinitely Not 189 (81%)43 (18.5%)1 (0.5%) If you were placed on hold, did our customer care representative first ask if you’d mind holding? YesNo 213 (92%)19 (8%)

Customer Care Experience Feedback Revised  Revisions made at the end of June  Opportunity for applicants to share their comments, suggestions and any concerns about the quality of customer care during their call, and if they would recommend CGFNS International to a colleague.

Customer Care Experience Outcomes  The Customer Care Experience Feedback responses and call service level statistics have demonstrated significant positive achievements  It shows how consistently CGFNS International has performed in achieving good service levels and customer experiences.  CGFNS International’s employees should be proud of what they have achieved working together, knowing that it wasn’t always easy, but they pulled through each day, with each call.  Increasing the number of Customer Care Experience Feedback responses

Customer Care Experience Feedback and Call Statistics Report  The Customer Care Experience Feedback and service level call statistics have now been integrated to better reflect the overall customer call experiences.  This integrated report allows us to continually improve as well as acknowledge the successes of our entire customer care team.  The report is provided weekly to all employees