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Opus Three LLC dba

Blue Ridge Virtual Services

BRVS Reference Tools & Home Office Guide

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Admissions Process Guide

Reference Tools

Home Office Manual

Ver 2.4 June 2015

United States Client Support Professionals

BRVS Independent Contractors

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Table of Contents Section One: Welcome

Hello & Welcome! What does Blue Ridge Virtual Services do? Why should I partner with Blue Ridge Virtual Services? BRVS Mission What is my position/title? What kinds of things will I be doing as a Partner of BRVS? Am I an employee of Blue Ridge Virtual Services?

Section Two: Your Home Office ‘Call Center’

How to set up your Home Office System Requirements

Computer Specifications Accessories Software Internet and Phone Service Providers Security Requirements

General Requirements Soft Skills Customer Service Skills You Will Need Technical

Section Three: Let’s Get Started

New Independent Contractor Application Quick Overview (See website @ www.blueridgevirtualservices.com/new-csp/ for more detail)

Arise Partner Admissions Background Check Voice Assessment CSP 101 Enrollment & certification Join IBO Opus Three LLC dba Blue Ridge Virtual Services (BRVS) Choose a Client Opportunity

Section Four: Training & Certification

Selecting an Opportunity Expressing Interest – Applying to Client Becoming Client Qualified Opportunity Enrollment Instructor Led Certification Course

Section Five: Performance & Professionalism

What is the Star Program? Conduct & Professionalism

http://www.blueridgevirtualservices.com/new-csp/

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Section Six: Compensation & Fees

Client Application Compensation Payroll Scheduled Dates Service Fees

Section Seven: Bonuses & Incentives

New CSP Service Fee Bonus Happy Birthday to You! Veterans Day Referral Program Bonus Referral Programs Class & Fee Reimbursement Opportunities

Section Eight: Arise Support Services

Admissions Central Operations Contracting Enrollment Partner Chat Technical Support

Section Nine: Blue Ridge Virtual Services Online Presence

Contractor Documents Acknowledgement Form

Compensation/Income & Fees Disclosure Section Ten: FAQ Section Eleven: Glossary of Terms

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Section One: Welcome Hello and Welcome! Blue Ridge Virtual Services is a division of Opus Three LLC, a company providing customer service from our local offices since 2005. We partnered with Arise Virtual Solutions in 2007 to provide a solution for those desiring to work from home. Since we partnered with Arise Virtual Solutions, we have become well-established in providing a very lucrative and rewarding work at home option for many individuals. We are absolutely thrilled with your decision to partner with us! This Guide will serve as a handy reference tool and home office guide that you will refer to often, especially in your early days as a Client Support Professional with Blue Ridge Virtual Services. In it, you will find all the information you will need to apply, choose a client opportunity and service our clients as an Undisputed Top Performer with Arise! What does Blue Ridge Virtual Services do? Blue Ridge Virtual Services is a provider of administrative, customer service and client certification support. BRVS contracts agents from all over the United States to answer inbound calls from their own home office ‘call center’. Our support services include but are not limited to; phone, chat and email. Among our growing list of Fortune 500 clients, we are happy to be able to offer our CSPs opportunities in industries such as bookstores, cable, computer resellers, cruise lines, exterminators, internet providers, phone service providers, road side service, time-share companies and many more. Why should I partner with Blue Ridge Virtual Services IBO? Our partner, Arise Virtual Solutions gets the contracts and we supply the agents. Because Arise does not partner with individuals and only independent businesses, we offer the opportunity for skilled workers to service the numerous awesome opportunities Arise offers under the BVRS IBO. Arise continues to acquire new clients to add to its list of Fortune 500 clients. Represented industries include bookstores, cable companies, computer resellers, cruise lines, exterminators, internet providers, phone service providers, road side service, time-share companies and many more.

Arise provides the client certification courses you will need to be successful in your at home career. The Blue Ridge Virtual Services staff is here to provide expert guidance, client specific and general mentorship, and support in becoming a successful agent!

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As always, both Arise and BVRS are eager to assist you with advancement opportunities as they become available. From time to time BVRS even offers financial assistance with new client opportunity certification classes.

We regularly offer attractive incentives to keep you excited about partnering with BVRS, help you reach your financial goals and reward your success! As one of the most committed IBO’s in the Arise Network, you can be confident of accurate timely payments, one of the lowest service fees and the BEST Client certification assistance. Our Mission: Our mission is to be the kind of company that we want to work for. We want it all, not just for us who are leading this team, but for everyone who partners with us. We are firm believers that we can all have it all! We will always work hard to make sure that you are confident in our efforts to be the best for you.

We at Blue Ridge Virtual Services are committed to supporting you to the best of our ability as you venture into the world of a home-based business. Our goal is to help you make working from home everything that you dreamed it would be!

As a team we will be diligent to provide you with every advantage to succeed!

We support our clients and customers by providing the most extensive and complete suite of quality services! We strive to provide every resource required help them to be leaders in their field, enhance skills, improve their performance, and sharpen their competitive position. What is my position/title? Client Support Professionals (CSP) are remote agents certified to provide customer service to Arise clients. Successful CSPs will have the following characteristics:

Be a self-starter with a strong work ethic Be professional and striving toward excellence Be capable of providing a high level of service

Have a positive and optimistic outlook Be punctual, reliable, honest and dependable

What kinds of things will I be doing as a Partner of BRVS? You become trained to be part of the stories telephone, online chat or email support team. Your work may range from answering emails or you may be one of the people

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answering the 800 number for customer support. It is very similar to working for a staffing agency except that you are not an employee. You work for yourself and contractor skills to these family and retail businesses. Am I an employee of Blue Ridge Virtual Services? You will be working as an independent contractor under Blue Ridge Virtual Services for one or more clients directly contracted by Arise. You are not an employee of either Blue Ridge Virtual Services or Arise while under contract or SOW. As an Independent Contractor under BRVS, all questions and concerns regarding your status, pay, years of association or income verification should be addressed to Blue Ridge Virtual Services.

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Section Two: Your Home Office ‘Call Center’ Setting Up Your Home Office You are required to have a quiet area to set up your home office. It is crucial to your success as a CSP that the customers you are servicing to have the ultimate customer service experience. Please be aware that you are trusted by Blue Ridge Virtual Services and Arise to create a working environment in your home that does not negatively affect the experience of the customer with whom you are interacting. A good home office includes:

A desktop or laptop windows based PC (Vista and 8 are currently not supported)

Hard connected High-speed internet – wireless is not an option Dedicated phone line with no added features A VOIP headset for certification courses A telephone headset with keypad A desk with ample space for all equipment and a notepad

A comfortable ergonomic desk chair Proper desk lighting Printer (optional)

Complete technical requirements can be found on our website: www.blueridgevirtualservices.com or on the Arise website. We also have recommendations on what types of equipment you may want to purchase and can assist you in your search for quality and affordable equipment. Arise also provides Blue Ridge Virtual Services as their contracted partner, substantial discounts on Dell desktop and laptop computers and accessories. Please contact us if you would like our help in this.

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System Requirements Computer Specifications: A desktop/tower computer with a separate monitor is recommended. Note: All-in-one computers may not be compatible with some client programs. Please refer to the opportunity announcement for additional requirements. Dual boot machines, Netbooks, and Tablets are prohibited from use.

Minimum Requirement

CPU 1 GHz Dual Core Processor

Operating System

Windows 7 and Windows 8/8.1*

(*Windows 8 and Windows 8.1 will only be supported for clients

using the Arise Secure Desktop.)

Windows Vista (UK only) and Mac OSX may be supported for a

limited set of opportunities. Please refer to the opportunity announcement for additional requirements.

Memory

Windows 7: 2 GB of RAM

Windows 8/8.1: 2 GB of RAM

RECOMMENDED 4GB for optimal performance

Monitor 1280 x 1024 (SXGA) screen resolution

1920 x 1080 (Full HD or 1080p) is recommended.

Accessories Each of the below accessories are needed:

1. USB headset with microphone (needed for Certification) Logitech, Plantronics, Microsoft, or similar brands recommended.

2. Hard-wired Telephone and headset (needed for Production) Plantronics T10 or similar recommended.

Software Client programs may have varying requirements for additional software compatibility. Please refer to the opportunity announcement for additional requirements.

1. Internet Explorer 8.0 or 9.0 2. Microsoft Security Essentials - Other security software may be incompatible and should

be avoided. Technical support may be refused if your company’s software configuration

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is not compatible with Arise systems or is determined to cause incompatibilities with required servicing software.

Note: Your Independent Business is responsible for maintaining the security and reliability of its equipment. The following items are considered security risks to the Arise network and, upon detection, may subject your company to the suspension or termination of its MSA or SOW:

Unlicensed or pirated software Malware infected software Virtualized Operating Systems (ie: VMWare, Parallels, etc.) Non-Arise provided VPN software or Proxy settings TOR or other privacy software Internet and Phone Service Providers

Internet and Phone Service Providers

1. Hard-wired 3.0 Mbps download / 1.0 Mbps upload broadband Internet service via DSL, Cable, or Fiber Optic connection (We DON’T RECOMMEND DSL) Note: The use of wireless connections to access any Arise system at any time is prohibited, even if the connection is encrypted. Additionally, Satellite, Microwave, and Cellular Hotspot Internet Services are not permitted. Note: USB connected modems are not supported.

2. Hard-wired land line telephone service Note: Unless stated otherwise in the opportunity announcement, most client programs are compatible with the following types of services: POTS (plain old telephone service), cable telephony, digital service, or VoIP. The service should be connected directly from the wall to your telephone, as Softphones and cell phones are not permitted. The telephone line should not interface at any point with the computer. The servicing telephone line should not have voicemail, fax, or other features on the line (other than long distance, if necessary). Unlimited Long Distance may be a requirement. Please review the client opportunity announcement.

Security Requirements To ensure high level security for confidential information, it is recommended that IBs prohibit their CSPs from undertaking the following activities while servicing a client program unless such activity is part of a process that the IB is specifically authorized to perform:

Utilization of any external devices (including but not limited to CD/DVD drives, printers,

external drives, scanners, etc.);

Copying/printing/reproduction in any form, including but not limited to local hard drive, email, chat/instant message, screenshots, handwritten or electronic notes, or pictures of any Client data;

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Connecting to any network other than the Arise network while connected to any client network (bridging networks, peer-to-peer/workgroup, etc.);

Use of public applications including but not limited to social media sites, email, instant message/chat (other than with Arise or client representatives), and video/audio conferencing solutions not specifically approved in writing as necessary in performing a specific client’s tasks; or

Desktop sharing or remote control of a desktop with anyone other than an authorized technical support representative

Note: Arise does not permit any of the following items to be used or installed on any computer that is used to connect to the Arise Network. Email Providers: AOL, Hotmail, Incredimail, Juno, LiveMail, Yahoo, and Ymail.

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General Requirements

We are looking for people who are positive and who have the desire, discipline and motivation to work from home.

You must be a US citizen 18 years of age No criminal record You must not reside in the following states: Massachusetts, Maryland,

Connecticut, Oregon & New York. Soft Skills (Needed for all client work, taught in class:)

Smile, literally. A smile can “translate” through the phone, causing your voice to sound friendly and warm. But be careful not to “smile” at a very angry customer. Wait until the time is right. •

Mirror your customers. Try to match their tone and emotion. Mirroring doesn’t mean to yell if a customer is yelling at you. However, an initial increase in volume or intensity might help the interaction at the start. Then it’s important to quickly bring the intensity down. Be yourself, and mirror in the best way you can to create quick rapport.

Reflect and validate. When a customer is upset or frustrated, they might not be able to take in what you say—even when it’s the right answer. First, really listen to help them calm down. After saying all they need to say, they’re more likely to be receptive to hearing the solution you offer.

Customer Service Skills You Will Need

Acknowledge. Tell customers you understand their problem and the reason for their call. Make sure they feel heard.

Give the customer time. Let customers vent if they need to, even if you understand the issue right away. People often need to finish expressing themselves in their own way before they are ready to proceed.

Summarize. Repeat back what a customer has told you in a supportive way. This demonstrates that you understand the problem.

Communicate hold time. Before you put someone on hold, get confirmation that it’s OK to do so. General rule: don’t leave a customer on hold more than 2 minutes without checking back, even if it’s to say it may take longer. If you know it will be an extended hold, tell them ahead of time. Offer to call back, if that’s preferable.

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Technical Requirements In order to help ensure your success as a Client Support Professional, you must have a strong working knowledge of computers including – but not limited to:

Be able to use a mouse and computer keyboard Be able to shut down and turn on the computer properly

Understanding how to navigate the computer’s files and desktop environment Be able to create, name, save and delete folders Functional knowledge of programs including how to launch and close a program Knowledge of how to open, send and receive email Knowledge of how to navigate the internet by utilizing search engines

Ability to navigate between multiple screens Be able to take a screen shot. Know how to determine which browser you are using Know how to find information regarding your computer, ie RAM, Operating

system Maintaining an optimal workstation setup is key to providing the maximum quality and service time to our clients. As a Customer Service Professional, it is required that you maintain your workstation. This includes running regular and timely virus and malware scans to protect the health of your computer.

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Section Three: Let’s Get Started

Here you will find an outline of the process involved in becoming a Client Support Professional with Blue Ridge Virtual Services. This is meant as a quick overview so that you can see the big picture from beginning to end. Please go to our website at www.blueridgevirtualservices.com/new-csp/ for detailed instructions and helps.

Before you go through the actual process we will invite you to a short Adobe session where we can answer all of your questions and concerns. If the scheduled times Adobe sessions are not convenient for you were happy to talk on the phone. It is to your benefit to make sure that this opportunity is for you and you are prepared to move forward in a timely manner. We are here to help!

The steps in the process:

You must first create your profile which consists of basic contact information, username, password, and answer a few questions. We will walk you through every detail of the step. (see www.blueridgevirtualservices.com/new-csp/)

o In the profile set up referral section you will be asked how you were referred to Arise.

Enter CSP ID# 429251 or CSP ID# 285810 Next you will take a brief Voice Assessment

o Please read the instructions carefully regarding the assessment as you will not be able to retake it .

o Go to a quiet place, listen carefully and speak clearly. o You should receive your results with/in a number of hours.

Complete a background check o All IBOs and CSP's are required to have a background check. o Depending upon your State of Residence the cost of this starts at $12.95. o Results from your background check will take from 1-3 business days.

Now you must certify as a Client Support Professional with Arise by taking CSP 101

o CSP101 is a self-paced course that will teach you about Arise and how to navigate the Arise systems

o The cost of CSP101 is $99 and is a one-time event. You're almost there! The process takes a couple days but well worth the effort:) Join an existing Independent Business (Opus Three LLC dba Blue

Ridge Virtual services) o Entering our EIN# 20–3675646 (Opus Three LLC will populate - Perfect!)

Choose the Client You Want to Work For o Express interest in the Client Opportunity on the Arise Portal



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o Client Certification course fees can be from $29 up to $229 depending upon the client

o Complete the Client Certification course. o Sign a Statement of Work (SOW) upon being client certified. o Begin servicing and earning money!!!!!

Equipment Note: It is wise to make sure that your Workstation has all the required equipment and software before investing your money in the Admission Process. The investment pays off BIG TIME but if you are unable to service because of inadequate hardware/equipment you will find yourself paying for nothing. We are here to make recommendations and suggestions to assist you along the way. Call us! Email us! Text us!

Process Note: Once you complete the Partner Admissions process you will have 30 days to select and successfully enroll in a Client Program Opportunity. If you neglect to do so, your profile may be deactivated by Arise and/or you may be required to re-enroll and re-pay for CSP101. We don't want this to happen:(

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Section Four: Training & Certification Client specific online instructor led courses through Arise Virtual Solutions provide the knowledge and tools needed to provide the best service to our clients and their customers. Selecting a Client Opportunity We at Blue Ridge Virtual Services have years of experience in assisting our agents in finding the perfect client opportunity match. Your success and satisfaction with your client choice begins with understanding the opportunity completely and then determining if you are well suited for that particular client. Arise opportunity postings will provide important details that may help you determine whether or not you choose to service a particular client. Ideal Match Assessments (IMA) are taken by potential CSPs during the Arise admissions process. This tool measures CSP skills in the areas of customer service, sales and technical proficiencies. Check the Arise portal and/or BRVS job postings frequently as the client opportunity list changes often. Be advised that all newly contracted CSPs must choose a client opportunity within seven (7) days of completing CSP 101. Failure to do so within this time frame may result in having to retake the CSP 101 course and IMA at the expense of the CSP. Express Interest in an Opportunity Expressing interest in an opportunity is simple.

1. Log into the Arise Portal 2. Click on the I icon to the right of the opportunity to view details 3. Click the ‘Select’ button to the right to select class times. 4. Click the ‘View Class Times’ button 5. Click the radio button to the left of the time slot you prefer. 6. Click ‘I’m interested’

Becoming Client Qualified Arise will review your request to service your chosen opportunity against your qualifications and the needs of the client. If qualified, you will receive an email notification from Arise advising you of your next steps. If not selected, you will receive an email advising you that you weren’t selected. Go back to Arise Portal and select a different opportunity.

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Opportunity enrollment After becoming Client Qualified and successfully enrolled in your Client Certification Class qualified you will receive follow-up emails from Arise with instructions on completing pre-course work or any additional assessments required by the client. Your instructor will send emails with important information regarding preparations required prior to the start of class. Often times you will have emailed to you passwords and agent IDs needed for class. Your client may also require a more extensive background check and drug screen. These additional screenings, if required are paid by the client and not the responsibility of the client support professional. Please ensure your email address and contact information details are up-to-date. You will want to check your email frequently prior to the start of your course for any instructions from Arise and/or your course instructor. Instructor Led Certification Courses All CSP’s are required to successfully complete the course requirements as set out by Arise and the Client to service the Client application. Requirements include receiving passing scores on written examinations and mock call taking practical examinations to become certified by the end of the course. The Client Certification training classes are normally held Monday through Friday and are at least four hours in duration. Often classes are offered at various starting times throughout the day. It is your responsibility to make sure you read the opportunity announcement on the Arise portal and choose the class time that will fit into your schedule. Daily attendance is mandatory; failure to attend class will result in a warning letter that you are subject to termination. Also, you are required to participate in class each day as well as complete any assigned Arise University or other homework as instructed by your class instructor. It is recommended that you set aside 1 to 2 hours of time each day for completion of your required homework. Your course instructor will provide you with specifics on what is due for class on the following day. It is also recommended that you partner with a classmate for role-play practice as part of your assigned work. Your instructor will provide Practice Rooms for this exercise. It is not a requirement but it will be invaluable to you in preparing for live calls after the class instruction has ended. Note: Training to certify for client application is unpaid, however there are several clients that require nesting periods. CSP’s are able to service in order to gain practice prior to receiving final approval for certification. These nesting periods are paid according to the details outlined in the Statement of Work.

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Section Five: Performance & Professionalism

Your performance as a CSP greatly impacts your compensation and your ability to remain flexible in your scheduling. Blue Ridge Virtual Services encourages our team members to be dependable, professional, knowledgeable, diligent, intentional and trustworthy. The Star Program?

What is the Star Program? o The Star Program standardizes performance measurement processes by

using an easy-to-understand rating system and scorecard, tied to key metrics (no more than five) on each Client program. Under the Star Program, Independent Businesses and their Client Support Professionals will be awarded a number of Stars (0-3) based on performance.

Who can see the Star Scorecard? o The Scorecards for the Star Program are available to both Independent

Business Owners and their Client Support Professionals. IBOs also have access to the IBO Dashboard which provides its own set of tools for monitoring the Star performance of their company’s CSPs.

What Client programs are on Star? o Most Client programs are currently on Star, with the remaining Client

Programs joining Star over the next few weeks. To see if your program is currently on Star, reference your company’s SOW, or attempt to view your Scorecard for that Program on the Portal.

What are the benefits of the Star Program? o There several benefits to the Star Program including:

Providing a simpler and more effective way of understanding the

24/7 access to a Scorecard so that you can constantly monitor your company’s results and make any necessary adjustments to

Top performing companies can earn incentives such as Preselect in

Starmatic. Preselect will allow you first access to select servicing intervals. Other incentives will vary by Client program

What if I am currently attending a certification course or I am new to the Client program?

o If you are currently attending a certification course, you should receive a separate communication that details how the Star Program will be implemented. Additionally, Star will be covered during your CSP103.

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Conduct & Professionalism

Accountability o Professionals are accountable for their actions at all times. If you make a

mistake, own up to it and try to fix it if possible.

Approach to Work o True professionals learn everything they can about their job and the role they

need to perform. When you are showing professionalism, you learn exactly what is expected of you and then perform that to your best ability. You will also continue working as hard as you can until the objective is reached. Professionalism demands a good work ethic.

Be Discreet o Refrain from discussing pay rates, proprietary Client information or any other

sensitive personal information with any contractor, employee, or vendor of BRVS or Arise.

Competence o Professionals strive to become experts in their field, which sets them apart

from the rest of the pack. This can mean continuing your education by taking courses, attending seminars and attaining any related professional designations.

Demeanor

o Your demeanor should exude confidence but not cockiness. Be polite and well-spoken whether you're interacting with customers, superiors or co-workers. You need to keep your calm, even during tense situations.

Ethics

o You should display ethical behavior at all times. Adhere to any policies and/or procedures in force.

Maintaining Your Poise o A professional must maintain his poise even when facing a difficult situation.

For example, if a customer treats you in a belligerent manner, you should not resort to the same type of behavior.

Organizational Skills o Your work area (both desk and computer) should be neat and organized, this

way you will always be able to find what you need without delay.

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Phone Etiquette o Your phone etiquette is an important component of all virtual service agents.

Be sure not to dominate the conversation and listen intently to the other party.

Positive Attitude o Professionalism demands an attitude of optimism, even in difficult times. You

must speak encouragingly about the company to clients and coworkers. You need to have a positive attitude about the work assigned to you and the people you work with, remaining levelheaded and attacking problems by looking at the facts without unnecessary emotion.

Reliability

o As a professional, you will be counted on to find a way to get the job done. Responding to people promptly and following through on promises in a timely manner is also important, as this demonstrates reliability.

Working Well with Others

o Professionalism in the workplace requires a cooperative spirit. To do well, you must work as a team player. A professional will not use inappropriate language with others in the workplace, whether clients or coworkers You also must show those you work with that you are trustworthy by following through with what you say you will do.

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Section Six: Compensation and Fees Client Application Compensation Arise contracts with numerous client-companies who all have different pay scales and methods of determining agent payments. It is your responsibility to read the job opportunity thoroughly before paying to take a certification class. Depending on the client, you can earn anywhere from $8-$16 per hour. The total income you receive is in direct proportion to the hours that you work. Payroll Schedule Dates You will be paid on the 15th and 30th of each month. If the scheduled pay date is a weekend/ holiday; your deposit will occur on the next business day. All monies earned, including referral bonuses and incentive pay (including potential reimbursements for fees and or classes) will appear on your pay statement for the appropriate pay period. Payment is by Direct Deposit only and you will be required to submit a Direct Deposit Authorization form to Blue Ridge Virtual Services immediately after you become Client Qualified. Service Fees Payroll is processed on the 15th and 30th of each month via direct deposit. Arise imposes an administrative fee of $19.75 per pay period. As a CSP with Blue Ridge Virtual Services (BRVS) we absorb your Arise semi-monthly service fee of $19.75 into our fee Our service fee is a flat $35 per service period! It is the only fee you will pay as a CSP with Blue Ridge Virtual Services (BRVS). We want you to make as much as you can by keeping our fee as low as possible. If you have no income during any given pay period, no service fee will apply. BRVS reserves the right to change its service fees at any time with a 60 day notice. Service fee amounts are determined at the sole discretion of BRVS. Itemized service fee deductions can be reviewed on semi-monthly pay statements. For questions regarding payroll and/or pay statements please send an email to [email protected]

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Section Seven: Bonuses and Incentives Our business is based on active recruiting and referrals. As a way of saying thank you, we want to reward you for assisting us with your referrals! We’ve got some exciting referral incentives in place and hope that you will find them as a way of making a little extra money! We appreciate you and your contributions to our community. Note: The terms of this and any of our Bonuses and Incentives may change at any time at the sole discretion of Blue Ridge Virtual Services (BRVS) with or without notice. Current Programs on our website will supersede any programs in this manual. New CSP Service Fee Bonus

We want you to be successful! We want you to make money! Lots of money!

In an effort to be supportive of your success, we will reduce our service fee by 50% for the first 30 days immediately after certification!

We understand that the whole reason that you are here, is to make a good income. You have worked hard and the process has been a bit long. Let us jumpstart this income phase for you. To your success!!!

Happy Birthday to You! We love Birthdays and we love celebrating! Our way of saying Happy Birthday to you is to give you a sweet little $35 present in the form of cash! We will charge you NO service fee during the pay period in which your Birthday falls :-) Woo Hoo Happy Birthday to you! Veterans Day Veterans will pay NO service fee for the first half of November! This is our way of saying Thank You for your service. Please email us proof of service no later than October 15th, Thanks! Referral Program Refer your friends to Blue Ridge Virtual Services (BRVS) and you will receive a $25 referral bonus for each one! This referral bonus applies to all new referrals that were brought in from outside Arise’s systems and contacts.

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You will be awarded the referral bonus(s) after your referral has successfully completed their client course, certified: and has serviced their required minimum (according to their SOW) for 30 days. You must also be actively servicing a client to receive the bonus. There is no limit to the number of times you may refer someone new and receive a bonus for that new referral. So, tell all of your friends and family and enjoy a nice little bonus! Bonus Referral Programs All of our Bonus Referral Programs are just that! A Bonus in addition to the $25 Referral Fee paid to you for referring a new to Arise CSP. We will from time to time add new Bonus Referral Programs in addition to the ones found here. Keep checking the website to see what we are offering. We will also email you a notification as we add programs! Your referrals mean the world to us and we want to make it worth your while Note: The terms of this and any of our referral programs may change at any time at the sole discretion of Blue Ridge Virtual Services (BRVS) with or without notice. Current Programs on our website will supersede any programs in this manual. Ongoing Bonus Referral Programs:

If you refer 5 new CSPs to Blue Ridge Virtual Services within a rolling Six (6) month period of time and:

They enroll in a Client Certification Course within 30 days or passing CSP101

They service 60 days with their Client in accordance with their SOW You are Servicing your Client in accordance with your SOW.

You will receive your choice of:

$100 Visa Gift Card or $25 Visa Gift Card & your service fees waived for 1 months

If you refer 10 new CSPs to Blue Ridge Virtual Services within a rolling Six (6) month period of time and:

They enroll in a Client Certification Course within 30 days or passing CSP101

They service 60 days with their Client in accordance with their SOW You are Servicing your Client in accordance with your SOW.

You will receive your choice of:

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New iPad Mini with case or $200 Visa Gift card AND your service fees waived for 2 months

Class & FeeWaiver/Reimbursement Opportunities We will, from time to time, waive or reimburse Independent Contractors for Class costs and/or Fees. This may occur as a reward for exemplary service; or to assist in hardship cases. These situations are at our sole discretion and may or may not be announced or made public. We do however, offer opportunities where you can take advantage of receiving a class voucher or class reimbursement (partial or full) just because you have met the following criteria:

If you choose to add a second client opportunity and have maintained 3 stars for 4 out of 6 months (the other two can be no less than 2 stars); and have been with BRVS for at least six months; we will reimburse you for 50% of your class (up to $75). You must continue your current SOW in good standing while certifying for your new client.

If you have been with BRVS for one year and have serviced your Client according to its SOW; and have maintained 2-3 stars for that year, we will waive one service fee.

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Section Eight: Arise Support Services Admissions For questions and issues related to the Admissions Process, CSP 101, Background Checks and the Voice Assessment, contact Partner Admissions by sending an e-mail to [email protected] or visit Live Chat. Their hours are Monday – Friday from 10:00 a.m. to 4:00 p.m. EST. Central Operations For questions and issues related to releasing hours and Starmatic™, call 866-771-0041, Option 2 – available 24/7. Contracting For questions and issues related to Statements of Work (SOWs), please visit Partner Chat via the Arise Portal. Availability is Monday through Friday, 8:00 a.m. to midnight EST. Enrollment For questions and issues related to Opportunities, Courses and Vouchers, please visit Enrollment Chat via the Arise Portal available Monday through Friday, 9:00 a.m. to 12:00 noon and 3:00 p.m. to 5:00 p.m. EST. Partner Chat For questions and issues related to Schedules, Performance and other items, please visit Partner Chat via the Arise Portal, available Monday through Friday, 8:00 a.m. to midnight EST. Technical Support For technical questions and issues including connectivity, Avaya, password resets and urgent technical situations that impact your ability to service, please visit Live Support 24/7 via the Arise Portal. For non-urgent matters, you can send an email to [email protected]. You will receive a response in 24 hours or less

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Section Nine: Blue Ridge Virtual Services Blue Ridge Virtual Services Online Visit our website at www.BlueRidgeVirtualServices.com for all the latest and greatest news. We have plans to expand our presence online, but only in areas that enhance your work experience and provide with tools that will be helpful to YOU. We understand that after working your shift(s), spending even more time on your computer is not your top priority. We want to be efficient and effective and communicate just what is needed and beneficial. Our BVRS Agent Community Our Agent Community is an online forum accessible through our Agent Login area on our website or directly via the Edmodo link supplied at the time you become a BRVS agent. Here you can create your own profile, get to know the other agents, view helps resources, ask questions, check on what’s new, and many other ways to communicate and stay in touch. It’s like our own private social media site with the emphasis on your success!! Working in a virtual environment can sometimes Leave you feeling isolated and we do not want that for you! We encourage you to participate on the forum as this will be a means for us to exchange ideas, offer suggestions, etc. This is a secure area for Blue Ridge Virtual Services Independent Contractors only. Note: We are always open to suggestions in all areas of our business, including this community. BRVS Blog The BRVS blog is in the works and will show up on our website in the very near future It will serve as a way of communicating new trends and happenings in the world of Virtual Services. It will have Ideas and thoughts that we would like to share with you. If you would like to be a ‘guest blogger’ because you have something you just NEED TO

SHARE with us all, let us know and we’ll talk Contractor Documents As a contracted CSP, you will have access to various documents via the BRVS website including this BRVS Independent Contractor Handbook, Direct Deposit forms, W-9 Form, Compensation & Fee Disclosure and other relevant information. These documents can be viewed and downloaded by visiting the Agent Login area which will take you to our Edmodo Community.

http://www.blueridgevirtualservices.com/

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Social Media You can visit us on Facebook by visiting http://www.facebook.com/BlueRidgeVS?ref=hl Although we have a Facebook presence our preferred and most complete and current method of communication and community will be our Edmodo Community which you will receive an invitation to upon successfully completing the Admission Process.

http://www.facebook.com/BlueRidgeVS?ref=hl

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Admissions Process Guide Reference Tools & Home Office Manual

For US Client Support Professionals – BRVS Independent Contractors

I acknowledge that I have been provided with the link to Blue Ridge Virtual Services on-line Admissions Process Guide, Reference Tools and Home Office Manual for US CSPs who are Independent Contractors of BRVS at (www.BlueRidgeVirtualServices.com/). This handbook provides me an outline of company-defined guidelines to include:

Independent Contractor status; Definition, responsibilities and expectations Home Office & Equipment Requirements Steps to Getting Started and Arise Admissions Arise Training & Certification

Agent Performance & Professionalism Standards BRVS & Arise Compensation & Fee Structures BRVS Benefits - Bonus & Incentive Programs BRVS Online Tools & Presence Other FAQ & Glossary of Terms

I agree to familiarize myself and comply with the information contained in this handbook. The information in this handbook is subject to change over time as necessary. I understand that changes

in policies may supersede, modify, or eliminate the policies/procedures/information in this handbook. Changes in policy will be communicated to me by an employee of Blue Ridge Virtual Services via email or

physical mail or through official notices. I will have access to all current policy via the BRVS Community

Site and I accept responsibility for keeping informed of these changes.

ACKNOWLEDGEMENT: Name of Application/Independent Contractor: ________________________________ Signature of Application/Independent Contractor:______________________________ Date Signed _________________ CSPID ___________________

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Compensation/Income and Fee Disclosure Compensation/Income I understand and agree that:

I am not employed by Arise or by Blue Ridge virtual Services (also referred to as BRVS) . I am an independent contractor and will be solely responsible for paying applicable federal, state or local taxes as well as my own medical and dental insurance and my own retirement savings.

I am responsible for any fees and/or expenses incurred relating to operating my home office ‘call center’

I will receive a form 1099 no later than January 30 of the following year for tax purposes. This will include all work compensation, bonuses and other payments made to me by BRVS.

I will receive my pay no later than the 15th and 30th of each month that will include hours worked, bonuses, and/or referral fees earned.

The income I earn is directly in proportion to the number of hours that I service my clients and will be clearly stated on my semi-monthly pay statements.

BRVS will deduct a $35 service per service period. If I have no income during any given pay period, no service fee will apply.

Bonuses, referral fees and other incentives are determined at the sole discretion of Blue Ridge Virtual Services.

General

As a professional courtesy, I will give BRVS at least 30 days’ notice in the event I elect to terminate my partnership.

I will never disclose confidential or proprietary information about Arise for any client affiliated with Arise, to anyone outside of Arise or BVRS.

I have read and agreed to the above statements by providing signature below. I acknowledge that this disclosure statement will remain a part of my permanent file with Opus Three LLC dba Blue Ridge Virtual Services (BRVS).

Signature / CSPID

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Section Ten: FAQ

General

How do I know this is a legitimate opportunity?

Unfortunately, there are many scams that exist in the virtual work-from-home space. Arise, on the other hand, is a legitimate work-from-home opportunity which is evidenced by the tens of thousands of small

businesses and their agents who have enjoyed providing services to Arise for decades.

Arises client portfolio includes a diverse group of companies representing different industries of which

many are Fortune 500 companies. Arise clients represent the following industries telecommunications, hospitality and roadside assistance, just to name a few!

Arise is recognized as an industry leader and we have been featured on several national news segments

including Good Morning America, Bloomberg, Fox News, CNN and the TODAY Show, just to name a few.

We have also been recognized by the White House for leading virtual job creation in the U.S and have won many awards including Outstanding Minority Business of the Year, Business Intelligence Group’s

2013 Green Company of the Year and CallCenter Magazine Product of the Year Award.

In addition to the aforementioned recognitions, Arise is a Better Business Bureau (BBB) accredited

business with an A+ rating, since 2005.

Do I have the flexibility to work when I want?

Yes! This is one of the best things about the opportunities we offer. Not only do you save hundreds, if not thousands of dollars by working from home, you have the option to work whenever you want. You choose your own schedule and take days off that work best for you and your family. You can work in as

little as 30-minute intervals. There is however, in many cases a 15-20 hour minimum service

requirement per week by the client.

Can I use my laptop to service Arise clients?

Yes. You can use your laptop to service Arise clients as long as your laptop meets the minimum computer

requirements. Remember you may not use any wireless connections at any time to provide service with Arise and its clients. Your laptop must be hard-wired to a supported Internet connection. Wireless

keyboards and a wireless mouse are not supported.

A complete list of hardware, including computer and telephone information, can be found under

Technical Requirements.

How long before I can start servicing Arise clients?

Upon successful completion of the admissions process (can be completed in as little as 3 days), your next

step will be to enroll in a client certification course of your choice. Courses may take as little as three

weeks or as long as eight weeks to complete depending on the client program selected. Once certified with the client you will begin work immediately.

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How many hours do I have to work?

You can work as many hours as you’d like. Most Client Applications require a minimum of 15 hours per

week under the terms of the Statement of Work (‘SOW”). The hours available for a specific client will be

outlined in the Opportunity Announcements you receive once you complete the Admissions Process.

Can I have another job or contract with another company while I provide services for Arise clients?

Absolutely! As an Independent Contractor you have the freedom to work for other companies while you provide services to Arise Clients. However, we do expect our Independent Contractors to honor their

scheduled commitments to our clients and meet all performance standards. You are an independent

contractor, not an employee and you are not under the direct control of BRVS.

Will I receive payment for the time I spend in the client certification courses?

Arise and BRVS do not compensate for the time spent in client certification course as it considers that the

knowledge obtained while attending the certification course will contribute in making your business successful. In some cases, certification bonuses are offered for Client Service Professionals that complete

the certification course and service their selected client.

Why do I have to pay to get a job?

We understand the concern that comes with the initial upfront fees associated with working for Arise and Blue Ridge Virtual Services (BRVS). Working as an independent contractor you are basically your own

boss. You are running your own business and there are costs associated with that. Any new business has start up costs and costs associated with training. The good news is that these costs can be written off on

your taxes at the end of the year. Please consult a tax professional for further details on this.

How long before I can start working and earning a paycheck?

The admissions process takes between 1-5 days. Once you complete the admissions process and join the BRVS team you then choose a client certification course. Realistically, it will be around 30 days before the

class starts. Typically, classes last from 3-8 weeks. Once certified you can start working immediately. Depending on how quickly you choose a class, it can take around 2 months.

How much money can I make?

Your pay is based on the number of productive minutes you actually are online interacting with the

customers. Arise.com has patented software that takes care of all of this.

Some clients will offer a pay-per- hour guarantee; and some clients will offer you a pay per transaction; or sometimes pay per minute working. If both are offered the greater of the two will be received by you.

There are additional client incentives that are offered at times. In general it works out to be about $10-

$14 per hour. Expect to begin at $8-$10 and build up as you take additional training. Many companies provide incentives based on productivity, third shift (overnight) hours, and for working during their peak

times.

You choose the client that you want to service. Some choose their client for the compensation rate only.

Some choose a client because they are open 24/7 and some choose a client that is requires minimal skill

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but has a smaller hourly pay. You set your own schedule and choose when and how much you work.

Your paycheck is up to you!

Many of the BRVS team members are making between $800 -$1200 semi-monthly! Some much more!

How often am I paid and how?

Independent Contractors servicing under Blue Ridge Virtual Services will receive revenue via electronic

payments (Direct Deposit) no later than the 15th and last day of each month.

Why does Arise charge Independent Businesses a semi-monthly service fee?

The ARISE® service fee is charged for the infrastructure that Arise provides, including the ARISE® 24-Hour Client Technical Support Help Desk and STARMATIC® scheduling system and accounting services.

Arise’s semi-monthly service fee is currently $19.75. This amount is deducted twice a month from each CSP servicing an Arise Client. No fee is charged until the first invoice period after you begin providing

customer interaction services to its first client.

What fees will I have to pay Blue Ridge Virtual Services to service under your corporation?

Our service fee is a flat $35 per service period! It is the only fee you will pay as a CSP with Blue Ridge

Virtual Services (BRVS). We absorb your Arise semi-monthly service fee of $19.75 into our fee.

To understand how low this is you should know how other IBs structure their fees.

Some charge a percentage (8%-12% of your earned compensation) and may or may not add

your Arise Service Fee of $19.75 Some charge a flat fee of $30-$50 on top of that, your Arise Service Fee of $19.75

There are so many optional ways for an IB to calculate their fee so please do your research.

No BRVS fee is charged until the first invoice period after you begin providing customer interaction services to its first client.

Why does Blue Ridge Virtual Services charge a service fee?

BRVS has to cover business management costs as well as expenses related to being incorporated. Our low service fees are very reasonable and allow us to provide you with support during all phases of your

certification process; during the course of our ongoing working relationship; continuing education; accounting; revenue disbursement services; as well as offering you the opportunity to service clients

without having to incorporate. Our policy has always been to offer our CSPs the very best in services at

the lowest possible service fee. We have no desire to get rich on the backs of our CSPs, we want YOU to have it all!

Are we responsible for our own taxes?

As an Independent Contractor you are responsible for your own taxes as well as any employment taxes. You will receive a 1099 at the end of the year if you made $600 or more. It is advisable that you meet

with a tax specialist to go over what you are able to write off and what deductions you can take as an

independent contractor.

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Requirements

Who can apply?

We’re looking for people who have a positive outlook, are motivated, disciplined and have the

desire/drive to work from home. You must be a US citizen, 18 years of age and no criminal record. You must not reside in the following states: California, Connecticut, Maryland, Massachusetts, New York,

Oregon & Wisconsin.

Do I have to be a legal resident of the United States and age 18 or older?

Blue Ridge Virtual Services (BRVS) and Arise require that all individuals seeking to become Arise Certified Professionals legally reside in the United States and are 18 years or older, if they are servicing customers

based in the United States. (Currently Arise is not accepting new applicants from the following states: California, Connecticut, Maryland, Massachusetts, New York, Oregon & Wisconsin)

Is this available for people living overseas? Although the retail companies may be global in nature, Arise.com partnerships are available only to legal residents of the United States and the United Kingdom/Ireland. We at Blue Ridge Virtual Services (BRVS)

are only hiring in the United States at this time.

What experience do I need? No experience is required as you will receive ongoing training and support to teach you everything you need to know to service the client that you choose. Successful agents will tend to have a combination of

a clear speaking manner with the self-motivated desire for good customer service. Agents must be self-disciplined and require very little supervision. Candidates need to be computer literate. CSP’s best

acclimating themselves with BRVS are family driven, goal oriented, and motivated to make working from

home a success for them and their family!

Why is the background check required and what is the impact of a criminal conviction? Independent businesses provide important services to Arise on client programs and Arise has a vested interest in protecting the property, safety and welfare of its employees, clients and their customers. A

background check is required to confirm that each individual providing services on behalf of an

independent business is free of disqualifying criminal convictions. Arise complies with all applicable laws related to its use of information from background checks. Only criminal convictions are considered and

the conviction does not necessarily preclude an individual from providing services on behalf of an independent business as a client support professional (CSP). When evaluating this information, Arise

considers all relevant factors.

Please ensure that you provide complete and accurate information when completing a background check.

Anyone who provides false information will be automatically disqualified and will forfeit any money paid to Arise or any of its third-party vendors. Background checks are provided by a nonaffiliated third party

vendor and cost $12.95.

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What kind of charges will cause me to fail the background check?

Applicants with the following elements on their background check will not be accepted: (Including but not limited to) :

Felony Records: Any records with dispositions of guilty, convicted, no contest / nolo contendere, adjudication withheld / deferred adjudication / probation before judgment (if currently under probation), pending, or outstanding warrant, or that have been negotiated down to a misdemeanor.

Misdemeanor Records: Any records that are classified under any of the following elements:

Theft / Common Theft (of any kind)/shoplifting )

Possession of drugs

Prostitution

Vandalism

Obstructing justice

Disorderly conduct

Assault / Battery

Breach of the Peace

Computer Crimes or breaches

How long does it take to receive the results of my background check? It can take up to five business days for your background check to come back (although it generally doesn’t take that long). Once it does you’ll receive an email with the results.

What is the requirements of passing the voice assessment? The voice assessment is a short three minute local test it you can take from the comfort of your home. All you need is access to a landmine in a quiet environment. Please read the instructions carefully

What is CSP 101? CSP 101 is a certification program that covers the skills and knowledge necessary for an individual to

become a client support professional CSP and to perform customer interaction services from remote

location.

What is the client certification training and when will I be required to complete it?

You have the flexibility to choose the client program that you would like to service. Our clients include many Fortune 500 companies such as major telecommunications, cruise lines and the world’s largest online retailer.

For each client program, you must complete the certification course where you will learn in detail about the client program, including the performance metrics and the client’s systems that you will use during

servicing. The certification process is typically around 8 weeks and cost for the course will vary by client.

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Do I have to pay for the required client certification training? As an independent contractor, you are responsible for any fees associated with training. However, from

time to time BRVS does often certain incentives, based on your great performance, where we would offer

to cover the cost of your training.

Blue Ridge Virtual Services Who is Blue Ridge virtual services (BRVS)?

Blue Ridge Virtual Services is a division of Opus Three LLC, a company providing customer service from

our local offices since 2005. We partnered with Arise Virtual Solutions in 2007 to provide a solution for those desiring to work from home. Since we partnered with Arise Virtual Solutions, we have become well-

established in providing a very lucrative and rewarding work at home option for many individuals.

Make no mistake, working from home is not for everyone. Although it sounds very appealing, it requires

dedication and commitment beyond a normal job. No one watching over your shoulder to remind you to be at your desk on time or nudge you to ever be the professional. Oh, but the benefits are worth it. You

will find as time goes on that the flexibility and earning potential are the payoff!

Our entire management team and support staff consists of individuals who have been in management,

administration, customer service and professional support their entire careers. All have excelled in their particular fields. They understand what it is to go into an office daily and spend 8 to 10 hours at the

same desk; looking at the same wall; working the same schedule; and watching the clock until it was time to go home. All have desired to continue their careers but in a different environment. Working from

home was for the most part a dream.

In 2005, Terri Robinson broke away from the corporate world and began a company called Opus Three

LLC. The model for the company was one that allowed a flexible work schedule with a variety of challenging and satisfying work situations for each employee. Work was brought in from various

companies in the community and performed by the Opus Three staff. This concept proved to be a huge

success. Everyone was content to have their work schedule be subject to their life schedule. But of course, there is always room for improvement! Although Opus Three LLC continues in a brick-and-mortar

office, the Blue Ridge Virtual Services division was formed to provide the ultimate work experience for those wishing to have it all! Working from home..... where the commute is easy and office attire includes

fuzzy slippers.

Our partnership with the Arise Virtual Solutions in 2007 helped us to be able to offer this ultimate working

solution to so many more than we could have done on our own. Terri began that year as an agent with Arise to ensure that it was the kind of environment we wanted to offer to the many who wanted to work

from home. What she found was a company that offered a flexible schedule and competitive wage. That

was eight years ago and since that time Arise has continued to be a proven choice. Even her husband Doug, who is part of our management team, left the corporate world in 2008 and began working for

Arise. On top of all that he does for Blue Ridge Virtual Services, he is a certified instructor for Arise and continues to teach to this day.

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Dreams do come true! We have all worked very hard and explored many avenues to make our dream a

reality. Now that we're here living the dream and living the life, there's no stopping us from moving forward. We are here to make a difference! Won't you join us in this adventure?

What are the benefits of partnering with Blue Ridge Virtual Services (BRVS)?

On top of the tax advantage we provide for you, there are so many other benefits to partnering with us:

We are a proven company with an excellent track record. Our independent contractor agents are

among the best at Arise. You will receive the best personal guidance through every step of the Arise process.

You are not alone. We provide continual support throughout your entire career with us. You may

be an independent contractor, but you are not an island. We've got your back!

We will communicate, communicate, communicate - all the time (not spam like:) But you will

always know what's going on. We will provide informational and training huddles to assist you as you prepare to service your

client and beyond.

We will show you all the tips and tricks to help you be the best and highest earning agent you

can be.

You will have access to support specialists who excel in coaching in any area you may be

struggling. We as a company are completely transparent. We will always give you a copy of the

client SOW(statement of work) so that you will always be fully aware of your contractual

agreement and terms of service with the client you are working for. We will also give you a copy of the invoice that we receive from Arise so that you can verify for yourself that you are being

paid exactly what the client pays.

You will have 'agent only area' access where you will be able to see new client opportunities

through Arise. Here you will be able to see all the details of the client opportunities including class times, pay ranges, hours and contractual obligations.

We offer tremendous incentives to earn additional money, vouchers

and/or reimbursements. Please check out our incentives area on the website. Our agreement with you is a simple one. It outlines how you are paid and the service

fees involved as well as a commitment to professionalism. You are never under any obligation

to stay with Blue Ridge Virtual Services. You will be paid twice a month by Direct Deposit.

We charge one of the lowest flat administrative support fees which is only due when you make

money. Because of this, your earning potential is even greater as we will not be taking a

percentage of all of your earnings. Please check under the resources tab for pay and

fee structures.

Comparison: Do-it-yourself - or - Do it with US?

Arise only contracts with independent business owner corporations and not with individuals. Therefore, one must first form a corporation, paying the fee ($200 - $500 depending on the state) to incorporate, as well as paying the annual report fee ($25-$200) required by your state to

maintain your corporation's good standing. Depending upon the level of your income, you may also be

required to pay quarterly corporate taxes. Your accountant who prepares your corporate tax return at the end of the year will be able to advise you if this is necessary. Of course he will offer his services for a

fee as well, typically between $200 and $500 annually. Another requirement to get paid is that you open a Corporate Bank Account. Banks charge between $12 and $25 per month service fees for a

Corporate Bank Account. You will also be required to maintain all business records. Bottom line is that

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you will pay taxes for your corporation and then pay your personal income tax. Doing the math, you

will find that you could pay anywhere from $369 up to over $850 each year to maintain your corporation as well as any corporate tax due. For some, this may be the way to go, for others the option to be free

of the corporate hassle will be their choice. It's up to you. You are the master of your business and have to decide what you want that to look like.

It is smart business practice for Arise to contract only with corporations. Legally and financially there are unlimited business advantages to doing things this way. Although, it does make it cumbersome for the average

individual who just wants to work from home and make a living. That's where we come in. By partnering

with us, we are that corporate covering. We pay all the corporate state filing fees as well as all federal and state taxes. We do all the paperwork and maintain all the records. You are paid as an independent

contractor, therefore you can write off all business expenses (seek advise from your tax preparer) you incur during the year on your tax return.

The great news is that the tax advantage is only the tip of the iceberg of the benefits we offer to you as you partner with us. You will be amazed to find that we truly do want the very best for you! You can

have it all!

Arise

Misc Business ExpensesIBO Estimated

Annual Minimum

IBO Estimated

Annual Maximum

With Blue Ridge

Virtual Services

Corporate Annual Report Fee (Due to your incorporating State annually

to maintain good Corporate Status)

$25 $200 $0

Corporate Bank Account Fees (estimated between $12 - $25 per month)

$144 $300 $0

Accountant Fees $200 $500 $0

Arise Virtual Services ($19.75 semi-monthly)

$474 $474$0

(we absorb this Fee)

Blue Ridge Virtual Services (*extremely low $35 Flat Rate per pay

period)

$0 $0 $840

BRVS Bonus' & Incentives** ($70 - $155 on average)

$0 $0 -$105

Total Annual Financial Impact $843 $1,474 $735

Monthly Average $70 $123 $61

* We charge an extremely low $35 Flat Rate per pay period. After we pay your $19.75 Arise Fee, we net just

$15.25. Great price for all we can do for you:) And, if you don't make money, we don't charge you for that

period. No risk!

** Credits: $35 - Birthday; $35 -New CSP; $35 - Veteran; $50- 2 referrals; $35 - Incentive for 2-3 Star

Maintenance….among many other opportunities to increase income etc

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What is Arise?

Arise Virtual Solutions Inc., the leading global provider of virtual business process outsourcing and

crowdsourcing solutions, provides thousands of work opportunities to small businesses run by stay-at-

home moms, veterans, students, retirees and other entrepreneurial-minded individuals. Arise offers a

legitimate virtual work-from-home opportunity. Joining the Arise network is a great opportunity for those

who are looking for flexibility, to earn a living working-from-home, to spend more time with friends and

family or to start a business.

For over a decade, Arise has pioneered a unique business model involving a network of at-home

independent businesses capable of providing customer service, sales and technical support on programs

for Arise clients, which include many of the top Fortune 150 companies.

What are the benefits of joining the Arise network of independent businesses?

Arise is a great work-from-home option for anyone who is self-motivated and has an entrepreneurial

spirit. Arise projects are an especially good option for members of the military who need an opportunity

that moves with them. Or stay-at-home parents who need the flexibility to work around their children’s

schedules. Or anybody who needs flexibility and the freedom to work from the comfort of their own

homes. Students who need the ability to work around their college class schedule as well as those who

are retired or those who are in-between jobs are also ideally suited for the Arise opportunity.

These Arise projects are not jobs or employment, but exciting work opportunities for small businesses

and their owners who want to be their own bosses, earn revenue and gain hands-on experience running

a company while still maintaining a good work/life balance. As a small business owner, individuals are

able to:

Run their own company

Control their company’s income

Set their own hours

Have the opportunity to manage people

Work from any location

Getting Started

Here you will find an outline of the process involved in becoming a Client Support Professional with Blue Ridge Virtual Services. This is meant as a quick overview so that you can see the big picture from

beginning to end. We will provide links within this document to begin the process. Or you can go to the 'New CSP - Apply Here' tab under 'Join Us' at any time.

Before you go through the actual process we will invite you to a short Adobe session where we can

answer all of your questions and concerns. If the scheduled times Adobe sessions are not convenient for

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you were happy to talk on the phone. It is to your benefit to make sure that this opportunity is for you

and you are prepared to move forward in a timely manner. We are here to help!

The steps in the process:

You must first create your profile which consists of basic contact information, username,

password, and answer a few questions. We will walk you through every detail of the step.

o In the profile set up referral section you will be asked how you were referred to Arise. Enter CSP ID# 429251 or CSP ID# 285810

Next you will take a brief Voice Assessment

o Please read the instructions carefully regarding the assessment as you will not be able to

retake it . o Go to a quiet place, listen carefully and speak clearly.

o You should receive your results with the number of hours. Complete a background check

o All IBOs and CSP's are required to have a background check.

o Depending upon your State of Residence the cost of this starts at $12.95. o Results from your background check will take from 1-3 business days.

Now you must certify as a Client Support Professional with Arise by taking CSP 101

o CSP101 is a self-paced course that will teach you about Arise and how to navigate the

Arise systems o The cost of CSP101 is $99 and is a one-time event.

You're almost there! The process takes a couple days but is well worth the effort:)

Join an existing Independent Business (Opus Three LLC dba Blue Ridge Virtual services)

o Entering our EIN# 20–3675646 (Opus Three LLC will populate - Perfect!) Choose the Client You Want to Work For

o Express interest in the Client Opportunity on the Arise Portal

o Client Certification course fees can be from $29 up to $229 depending upon the client

o Complete the Client Certification course. o Sign a Statement of Work (SOW) upon being client certified.

o Begin servicing and earning money!!!!!

Equipment Note: It is wise to make sure that your Workstation has all the required equipment and

software before investing your money in the Admission Process. The investment pays off BIG TIME but if you are unable to service because of inadequate hardware/equipment you will find yourself paying for

nothing. We are here to make recommendations and suggestions to assist you along the way. Call us! Email us! Text us!

Process Note: Once you complete the Partner Admissions process you will have 30 days to select and successfully enroll in a Client Program Opportunity. If you neglect to do so, your profile may be

deactivated by Arise and/or you may be required to re-enroll and re-pay for CSP101. We don't want this to happen:(

What are the costs for getting started?

All fees are paid directly to Arise Virtual Solutions and consist of the following:

National Background Check $12.95.

CSP101 – the Arise Basic Certification course - regularly $99

o Students can have this fee waived – see details on our website or Arise.

o Please note: Military families receive this course for free (proof required) – see details on our website or Arise.

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Client Certification ($29 – $289)

o Just as if you were going to school to become a Real Estate agent any other certification,

you are required to pay for your client certification courses. - You are learning a trade and are guaranteed work upon successful completion.

o Military families, receive up to a 50% refund from their first client certification course!

How do I switch to BRVS from another IBO?

If you want to change your IBO, you will need to contact your current IBO and ask to be dropped.

Once you are dropped you can join Blue Ridge Virtual Services(BRVS). Login to your portal and simply click on the link that says Join an Arise-affiliated corporation.

Now enter the Opus Three LLC (dba BRVS) EIN 20-3675646

When that has been completed email us at [email protected] and let us know, we will accept your request and send you an email with our information, access codes and forms!!

Start an IBO

I want to start my own Independent Business. How do I begin?

If you're thinking of starting your own Independent Business ("IB"), there are certain things you must know:

1. You must be active in the Arise system before you can start your own IB. This means you must have

actively serviced a client and be in good standing with Arise before you can partner with them.

2. You must service your chosen client for a minimum of 90 days.

3. If you are currently in contract with a client application, you must send an email to Partner Support to

advise them that you wish to separate from your current IB to form your own business.

Failure to do so will result in the loss of your contract and inability to earn money.

4. If you are currently servicing through Blue Ridge Virtual Services, you are eligible to receive 3 hours of IB mentoring free of charge. After that, a fee of $40 per hour will be charged.

Once you have satisfied your Statement of Work (SOW), you can form your own business with

Arise. You will need to check your state requirements on what is necessary to form a business entity and

obtain an Employer Identification Number (EIN).NOTE: Arise works only with Limited Liability Companies (LLC), S Corporations and C Corporations. You cannot partner with Arise as a Sole Proprietor even if you

do have an existing EIN number.

Technical

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See System Requirements

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Section Eleven: Glossary of Terms

Abandoned Call Call where caller hangs up before being serviced while waiting in queue or during transfer time. After Call Work (ACW) Work performed immediately following a call. This includes notes regarding the call; customer interactions on the call; completing forms; making necessary outbound calls and other follow up actions. Adobe Connect web based classroom: Online classroom meeting environment where all client certification classes are led by client instructors. Virtual classroom where all attendees have a presence similar to a physical classroom. Participation is encouraged via USB headset with microphone and Chat. Lessons are displayed on computer screen with instructors teaching client information materials via voice etc. Admissions Department Arise Department whose sole purpose is to assist potential IBOs and their CSPs through the admissions process. Anti‐Virus Software

A program like AVG (Anti Virus Guard) installed on your computer that periodically tests and analyzes it for viruses or malware. Microsoft Security Essentials is the program that Arise requires you to use on your workstation. Arise Service Fees Semi monthly fee of $19.75 due by each servicing agent which is deducted automatically from the service revenue invoice. Arise University Arises learning management environment where certain courses and other learning tools regarding doing business with Arise are located. These courses are used along with instructor led classes. Arise Secure Desktop (ASD) Arise program created to develop a secure environment on your desktop or laptop. Attendance Policy Refers to the policy regarding attendance of certification classes. Per client opportunity announcements 100% attendance is required for the full duration of the class. Being

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tardy on two occasions equals one miss and will result in a warning letter that the student is subject to being dropped from the class completely. Avaya Communications system software that works in concert with your phone; and is used by many of Arises’ contact centers to manage calls. Central Operations Arise Department, available 24/7 to assist with all questions and issues related to doing business with Arise, including Starmagic and the releasing of scheduled hours. Certification The process and end result of successfully completing the course requirements for a required class for servicing and Arise. CSP101 is the initial certification course that is required during the admissions process. The second certification is client specific. Client certification classes are instructor led and are specific to each client. Often this process includes written examinations and successfully taking mock calls at the end of course. Certification Department this Department recruits, trains, contracts and schedules instructors for all of the arise client certification courses. Chat (Online) A way of communicating by sending instant messages to those in the same chat room in real time. Chat Room A client specific virtual room where agents can ask questions in a real-time environment via instant message. Experienced chat PF’s are available in these rooms to offer assistance to agents who are currently servicing the client. Client Certification Course Course designed by Arise and the client to convey client specific programs, policy, product information, procedures and systems knowledge. These courses are taught by an instructor in a virtual classroom the other schedule outlined for a particular class. Client Results (CR) Arise Department that is responsible for managing the results of client programs. This Department works with Arise clientele to ensure their ultimate satisfaction. Client Service Opportunities Posted notification’s to the IBO regarding upcoming client servicing projects and client certification classes. Client service opportunities are also found on the Arise Portal.

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Client Support Professional (CSP) A CSP is an individual who is certified by Arise to provide services from their own virtual customer service center location. The CSP is either an Independent Business Owner or an individual under contract of an Independent Business Owner. Commitment Adherence (CA%) A measurement of your commitment to the client application. Your commitment adherence is very important in your career with Arise and Blue Ridge Virtual Services. Commitment adherence is determined by a calculation that uses the amount of time that you committed to service the client, compared to how much of that time you actually serviced. The formula arise uses to define CA% is:[Serviced Minutes / Posted Minutes x 100 = Commitment Adherence Percentage. Contracting Department Arise Department responsible for posting contracts (SOWs) for particular client projects. This Department works to ensure that new independent businesses are contracted efficiently as well as processing terminations, suspensions and reinstatement. Another function is to finalize corporate changes if needed. Convenience Leave Occasionally, when planning scheduled time, a client allows posting hours for too many agents. When this occurs the client may make an attempt to adjust the schedule by allowing for convenience leave, which is permission to ‘un-post’ hours in Starmatic™ without incurring a penalty. CSP101 Introductory course for IBOs and their CSP’s providing the basics on how to do business with Arise. This course is completed during the admissions process. Successful completion of CSP101 results in certification as a certified Client Support Professional (CSP). CSP ID Your CSP ID is the number used to identify you in the Arise systems for security purposes. You can find your CSP ID by clicking on the profile link under the ‘My Info’ drop-down menu in the Arise Portal. Your CSP ID is located in the top right-hand corner of the new window that opens. De-escalation The act of diffusing an angry or difficult customer by using customer service tools and empathy. When the exchange results in a happy and satisfied customer it is considered de-escalated.

E‐Learning Instruction facilitated in electronic or online format.

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Edmodo A platform used to facilitate communication, collaboration, and coaching tools for classes. The Edmodo network enables instructors to share content, distribute quizzes, assignments, cheat sheets, tips and more. It also provides an avenue to manage communication between learners and instructors. Enhancement The process used by a Client PF or other person to coach a CSP in an effort to improve skills. The PF will use feedback and performance scores to enhance the CSP. Enrollment Department Arise Department that handles all current and ongoing opportunities, course schedules, vouchers and pricing. Enunciation To pronounce words and sentences in an articulate or a particular manner using clear, distinct speech. Error Rate The number of defective transactions or defective steps in a transaction. Frequently Asked Questions (FAQs) A listing of questions that are asked most often of all questions asked. First Contact Resolution (FCR) Indicators within the client software which measure and analyze the repeated contact interactions by a customer. As customer service agents, the goal is always to have resolution on the very first contact by the customer. Feedback Documented information in the form of comments, criticism and suggestions regarding the performance of and agent, for the purpose of improving performance. Firewall A software program developed to protect the resources of a private client network. Ghost Calls Occasionally the phone system/program will indicate there is a caller waiting on the line when none is actually there. Ideal Match Assessment (IMA) Assessment taken during the admissions process which measures skills in the area of customer service, sales experience and technical support proficiencies.

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Independent Business (IB) An Incorporated business entity which has been contracted by arise to provide services. Independent Business Owner (IBO) The officer/principal of a Corporation who is; 1) actively involved in the direction of their independent business: 2) certified as a CSP with Arise. Inflection natural intonation and quality of the voice that helps project personality, emotion and interest. Key Performance Indicator (KPI) Metrics/items that are of key importance to a particular client’s operation. The standard KPI’s that are common across all Arise client programs include: Commitment Adherence ratio (CA), After Call work (AUX or ACW), Ring No Answer (RNA), and hourly service commitment. Local Area Network (LAN) a computer network that connects computers and devices in a limited geographical area such as home, school, computer laboratory or office building. Logged On Signing into a system or systems. Master Services Agreement (MSA) The binding legal document between arise and an independent business Corporation outlining the general terms and conditions governing the business relationship. Network Status and News Area on the Arise Portal where advice regarding possible technical problems and suggested/required corrective actions to take Non‐posted Hours Hours serviced by a CSP that were not posted in Starmatic™. Also known as pirated hours.

No‐Show Minutes Minutes that a CSP committed to work but did not service. Online Support Technical support facilitated by the Arise Service Desk online in real-time. Communication with support is either through their chat system or email. To access

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the arise service desk go to the arise portal, select support, then support desk. You will have the option to submit either a non-urgent ticket or enter live support. Opportunity Announcement The specific details of a new client opportunity project posted on the Arise Portal. Details will include certification course info and cost, service hours, SOW commitments and all other requirements. Outsourcing The act of contracting some or all services provided by a company to an outside third party. Overstaffed When there are too many call taking agents available for the number of calls in the queue. Often convenience leave is offered to adjust the ratio.. Partner Support Arise Department that handles questions and concerns via chat regarding topics including invoices, schedules, performance and other concerns. Performance Facilitator (PF) An individual who has high quality performance levels while working for a particular client; and who has mastered certain skill levels for the client and is considered and ‘expert’. This individual’s job is to enhance a group of CSP’s to work more effectively by providing guidance, direction and assistance on a regular basis. Performance Metrics Specific objectives contained in the MSA and/or SOW contracts as set out by Arise in the specific client. Meeting the performance metrics is a contractual obligation of the Independent Business Performance metrics include, but are not limited to, serviced minutes, commitment adherence, release ratio, schedule adherence and quality assurance scores. Pirated Hours When an agent services hours that were not posted in Starmatic™. Portal The online web area for IBOs and CSP’s that provides access to Starmatic™ tools, Opportunities, User Profile, news and etc. Plain Old Telephone Service (POTS)

Pre‐Select

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a system by which top-performing IB’s and their CSP’s are awarded the first choice of requested hours on a client program. Priority Commitment Contractual service hour number requirement in the SOW. Priority Metrics The contractual metrics in the SOW that are weighted most heavily. Profile Contact information for every IBO and CSP within the Arise community. It is the responsibility of the agent to keep information current. Your Profile can be found on the Arise Portal. Participation The act of sharing in the activities of a group or class. Participation is required in all client certification classes. Quality Measurement of the level of service provided by an agent. Queue Name used to describe callers holding or waiting for the next available call taker. Ring No Answer (RNA) Client phone system will indicate RNA if a call is not answered by the third ring or if your phone is not disconnected as soon as the caller hangs up and it generates a busy signal. Schedule Adherence Term used to describe how well an IBO or CSP adherence to their posted schedule. Screen Share Screen sharing allows you to collaborate with your colleagues on a variety of documents, regardless of differences in operating system or installed software. For example, you can display the contents of a document, demonstrate an action within an application, or share a presentation that is running on your computer. While screen sharing, you can also pause the currently shared item and then annotate or draw on it using one of several annotation tools. When you share your computer screen, actions you take in the shared region are visible to all attendees in the meeting. Viewers can follow the progress of your pointer as you move it across your screen. Screen Shot

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Screen shots, also called "screen captures," are just that: pictures of your Windows computer screen that you choose to take. In taking a screen shot you are copying the image on the screen so that you can paste it into something: a document, an image, a presentation, an email, or other application Screen Shot – How to To copy the whole screen, press the Print Screen Key, usually labeled “PrtSc” or "Print Screen". To copy only an open window, click on the window to assure it is active, then press the ALT key and the Print Screen Key at the same time, then release both keys. Next, open the application where you would like to paste the image. Paste the image by pressing the Control Key and the V key at the same time. The image should appear in your document. Seasonal Fluctuation Term used to describe high/low call volume according to a yearly cycle. Service Desk Internal Arise group that provides Arise Specific assistance and technical support to IBOs and CSP’s via online or live support 24/7. Service Hours The number of hours (as set out by the client) to be serviced by an IBO. Some clients have additional requirements on times and days hours must be serviced. Service Hour commitment varies by SOW. Service Level Agreement (SLA) Level of service requirement as set out as part of the service contract. Standards measurable performance indicators. STAR Program The STAR Program standardizes performance measurement processes by using an easy-to-understand rating system and scorecard, tied to key metrics (no more than five) on each client program. Under the star program, IB’s and their CSP’s will be awarded a number of stars (0 to 3) based on performance. Star Rating A rating based upon the average score for five or fewer metrics. Star Scorecard A dashboard which presents an IB with client program specific star ratings and metric information. The scorecards for the star program are available to both IB’s and their CSP’s.

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Starmatic™ Proprietary scheduling system software that is utilized by arise to request intervals on specific client programs by IB’s and their CSP’s to accept servicing hours. Statement of Work (SOW) contract between arise and the IB all that sets out the legal program specific servicing obligations and includes, but is not limited to performance expectations, hours of service, service level metrics and service fee rates. Status or Call Status Indicator that defines the state or position of a call. Talk Time The actual time spent talking on a call. Technical Support Arise Department designed to assist IBOs and CSP’s with issues related to doing business with Arise: including but not limited to, AVAYA, password resets, connectivity, and urgent technical situations impacting their ability to service their client. Time Management The act or process of planning and exercising conscious control over the amount of time spent on specific activities, especially to increase effectiveness, efficiency or productivity. Tone A particular quality, way of sounding, modulation, or intonation of the voice as expressive of some meaning, feeling, spirit, etc.:. Unavailable Service status used to indicate that an agent is not available to handle incoming calls. Understaffed When there are too few call taking agents available for the number of calls in the queue. Often Urgent Service requests are issued to adjust the ratio Urgent Service Is a request made by Arise via email and other announcement venues for additional assistance by agents to answer unusually high volume of calls. Utilization The percentage of time a call taker handles calls versus waiting for a call to come in. A calculation for one service interval is: Number of minutes handling calls divided by

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30. ie 24 minutes on the phone taking calls in one interval is: 24 divided by 30 is 80%, or 80% utilization. Undisputed Top Performer/Performance (UTP) Term used to describe the ability of an individual, or Arise itself, to deliver results above and beyond the expectations of our clients and other call centers. Virtual Contact Management System (VCMS)

Browser‐based Automatic Call Distributor (ACD) developed by Telephony@Work. Virtual Call Center A virtual call center is one in which the organization's representatives are geographically dispersed, rather than being situated at work stations in a building Voice Assessment A fast and free 3 minute voice evaluation conducted over the telephone that measures vocal quality and the quality of potential customer interaction of a CSP. Voice Over Internet Protocol (VoIP) Using VoIP, voice information and sound is converted into digital packets and sent over the Internet, and then converted back into analog signals before reaching the phone receiver or other devices at the other end.

Virtual Private Network (VPN) It is basically a way to securely transmit private data over a public network (e.g., the Internet) using encryption and other security mechanisms. Workstation Equipment used by an IBO or CSP to attend client certification classes and to service client programs. This includes a computer (Windows desktop or laptop), telephone & headset, USB headset (for class), back-up Universal Power Supply and possible other devices.