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Call Center Resources, Inc. 23550 Commerce Park Dr. Suite 5000

Beachwood, OH 44122

Drew Grdina, President 216.702.3184

Call Center Services Inbound/Outbound Call Services

Wellness Programs Disease, Lifestyle, Behavioral,

Management Programs HRA (Health Risk Assessment)

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Clients

Nationwide Better Health Medical Mutual of Ohio Parma Community Hospital Byrum Healthcare Cleveland Clinic

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Wellness Outsourcing Services Providing Professionally Trained Staff for

Inbound/Outbound Call Center Services Replicate Clients Internal Processes Branding & Training of CCR’s CSR’s Consistent with

Client Deliverables Creates Efficiencies Leverage State of the Art Call Center Technology Eliminates Need to Recruit, Train, Retain Staff Eliminates Need to Build and Invest in Infrastructure Allows Client to Focus on Core Competency (health

care coaching) Dedicate or Shared Agents Call & Agent Blending (inbound/outbound) Remote Call Monitoring Call Recording HIPPA Compliant

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Deliverables Call Transfers Activation Calls HRA’s (Health Risk Assessments) *Telephonic *IVR Language & Interpretation Capabilities Web Based Call Routing Utilizing IVR Professionally Scripted Message Capabilities 15/7 Coverage (hours/days) Customized Reporting Aspect Unified IP System (see slide)

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Technology Overview

Aspect Unified IP System

Outbound Dialing

Chat Services

E-mail Queue Management

SMS Services

Reverse IVR ServicesIVR Services

Inbound ACD

• Chat – To – Talk • Canned Response; Dynamic

Knowledge Base

• Text Messaging Broadcasts

• Unmanned Outbound Broadcasts

• Live Customer Intercept

• Link to Point of Sale

• Automated Account Handling

• Skills – Based Routing

• Predictive Dialing

• Advanced List Management

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Aspect Unified IP System (see slide)

Outbound Dialing Inbound ACD IVR Services Reverse IVR Services SMS Services E-Mail Queue Management Chat Services

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Program Data

Call Attempts Vs. Connects 3 to 1 Connect Rate: 94% RPC (right party connect rate) 12-15% HRA Duration: 17-25 min. Avg. Skiptracing Percent (bad phones

etc.) 13-20% CCR ability to obtain new/current data

through data scrub. 40-50%.