Helping you to deliver an enhanced customer experience ContactPlus® is Vertex’s unique quality and service improvement framework that helps us to understand and act upon what’s most important to your customers when they contact customer service. This presentation was part of a recent webinar that Vertex ran. To watch the On Demand version of the webinar visit: http://workcast-email.net/IN/F/wXPwisl5R0mrY04pZM6Bpu

1. Creating an enhanced customer experience Philip Michell – Consulting Director Jaime Scott – Head of Global Quality

5. We have a broad client portfolio and stand behind a range of leading brands Consumer-Related Sectors Customer lifecycle management for blue chip clients & global brands. Helping clients win, develop & retain customers via contact strategies, channel development, consulting & technology solutions. Public Sector Some of the largest Local Government contracts ever let - $700M+ contracts Strategic service partnerships, delivering transformational change to culture, systems, services and processes. Utilities Sector #1 utility outsourcer in North America. Integrated utility industry customer management & billing solutions, delivering r educed costs to serve & improved collections and customer service. Financial Services Market leading End-to-End BPO/CMO propositions in Mortgages, Life & Protection, Insurance, Savings & Investments and Credit Card. Customer lifecycle management delivering cost efficiency & revenue generation.

9. PROCESS & POLICY Voice of the Customer Focusing improvement on the things that are most important to customers AGENT PERFORMANCE Customer Survey focused on the customer’s view of how the agent handled the call Survey focused on care, knowledge & agent-controlled call outcomes MOMENTS OF TRUTH Which aspects of the call have the biggest impact on overall satisfaction? ANALYSIS Focus attention on these line items & the bottom quartile performing agents Which line items in the quality form correlate most strongly with these moments of truth ANALYSIS Focus attention on these moments of truth Survey tailored to contact types, customer outcomes & process-specific moments of truth Customer Survey focused on the customer’s view of process Key Touch-points Web, phone, IVR, chat, mobile PERFORMANCE MANAGEMENT, AGENT COACHING & DEVELOPMENT PROCESS IMPROVEMENT What is the root cause of contacts, repeats, process-driven customer dissatisfaction & failure to convert? ANALYSIS CUSTOMER EXPERIENCE ®

10. Contact Evaluation Measuring the right things, setting clear expectations & focusing effort A robust quality evaluation framework adheres to three core principles ® Measure the things that are most important to customers Define the expected standard & offer opportunities to exceed expectations Avoid the tick-box mentality & balance efficiency with effectiveness

13. Agent Coaching Driving a more collaborative, engaging & empowered coaching process Step 1 Schedule the Session ® Step 2 Calibrate a Call Step 3 Coach Performance Step 4 Check Outcomes