1. CCNG Network Meeting May 9, 2006

5. West Southeast Southwest Mid West Great Lakes Northeast Tampa Annapolis Annapolis – 99 employees Tampa – 389 employees Open – 365 6am to 3am Center Locations

6. Cross- Training Integration Operating Structure

7. CSR Customer or Consumer Customer Service Overview Distribution Repair Customer Support Product Service Support Call Types

8. CDC Answers Customer Call Live, Quickly, Professionally Captures Customer Request Sends a Customer Support Ticket Field Receives a Customer Support Ticket Via Preferred Method - E-mail, Text Page, Voice Mail Field Contacts Customer Sets Expectation to Meet Customer’s Request Field Contacts CDC to Close Ticket and provide closing comments CDC Tracks & Reports Customer Requests Historical CST Data is Analyzed CDC and Field Collaborate to Determine System Improvements to Better Serve our Customers Customer Support Overview

9. Customer ISR Distribution 24/48 hr Inside Sales Overview

10. Technology Suite A comprehensive solution providing tools to understand and proactively deliver the skills, knowledge and information required for optimal sales and customer service performance A workforce scheduling tool used to staff the right people in the right place at the right time A call monitoring and recording tool used to identify and address global as well as agent-specific quality improvement opportunities Interaction Center provides agents with the customer, transaction, and product information they need to deliver quality service Internally developed front end web application that allows inbound agents to quickly review customer information and satisfy customer requests B.O.S.S.

14. Continuous Improvement Process Action Stream Identify Opportunities Coach Employees Review Top Errors and Determine Training Develop Training Content Review & Approve Content Schedule Training Review Training Participation & Comprehension Support Organization Quality Monitors/Error Processing/FISH Box Suggestions Supervisors Quest Council Interactive Learning Development (Knowlagent) or Training (Refresher Training, Quest E-mails) Content Review Work Force Quest Council

15. Supervisors Employees REDUCE TURNOVER Leadership Turnover Strategy Employee Referrals Language Differential Knowlagent Recruiting & Selection Perfect Attendance Agent Lifespan TalentKeepers Organization/Company-Sponsored Programs Human Resource Tools & Processes