call center services

1. Business Process Outsourcing Drew Grdina – President – 216.702.3184 23550 Commerce Park Drive Suite 5000 Beachwood, Ohio 44122 440.484.2400 / 877.412.6936

4. Healthcare/Insurance Clients:

5. Clients:

7. Technical Overview

8. Call Flow Scripting Contact with named insured, but no OSR Available Contact Contact with named insured Dialer detects Voicemail (VM)/ Answering Machine Agent is connected with VM & leaves Message Pre-Recorded Message: “Thank you for your recent request for competitive insurance rates. One moment while I connect you with the next available representative to assist you in saving money on insurance.” “ Hello my name is _________ calling on behalf of Company regarding the insurance quote you requested. I have a licensed agent available to complete your quote and provide you with up to 4 insurance quotes. One moment while I transfer you to a live agent.” Pre-Recorded Message: “Thank you for your recent request for an insurance quote from COMPANY. Please call #### to speak with a licensed insurance agent 7 days a week ( Hours). The sooner you call the sooner we can start saving you money.” After 5-10 seconds of music (TBD) “ Thank you for waiting a representative will be with you shortly.” Repeat until OSR gets on the line If yes, “ Great, this call may be recoded for quality purposes.” Call appropriate 800#, follow Steps) If no: “ I understand what time would be good for us to call you back in order to finish the quote to see how much we can save you.” If customer states day/time, setup a call back If still no: “ You can call us back at your earliest convenience to finish the quote and see how much we can save you.” Provide call back number and hours. 3 rd party states NI is not available, rep sets up a call back and/or dispos to have dialer call a secondary # 3 rd Party, ok to transfer if spouse or child under 18 Rep dials number if different from secondary # provided Rep hits termination Code to play a Pre-recorded message If # is same as secondary # rep dispos to have system dial 2 nd # 3 rd Party provides another contact # to reach NI, rep leaves contact info and then manually dials alternate #. Rep contacts Name Insured Rep not able to contact NI, dispos for dialer to call 2 nd number

9. Spanish Outreach Flow

10. Sample Staffing Model

11. Thank You for taking the time to review this information 23550 Commerce Park Drive Suite 5000 Beachwood, Ohio 44122 440.484.2400/877.412.6936 Drew Grdina - President - 216.702.3184