TSF Call Center Overview TSF Call Center Overview World class call center, world class resultsWorld class call center, world class results

The Market LeaderThe Market Leader

Company: TSF

Headquarters: Irvine, CA

Company Funding: Privately funded

Call Center Size: 400+ Seats

Offices: US, India, Philippines, Chile

Customers: 50+ corporations

Pricing Models: Hourly, Success, Combination

TSF ValueTSF Value

Eight Step Set-Up Process Eight Step Set-Up Process (INBOUND)(INBOUND)

Prior to launching

CONTINUALLY MONITORED BY TSF Call Center

STEP 1:STEP 1:

Team Team DiscussioDiscussionnConference Conference call with TSF call with TSF Operations Operations and your and your team to team to understand understand your call your call center center requirementsrequirements

STEP 3: STEP 3: INTERVIEWINTERVIEWSSTSF interviews TSF interviews Executive Team Executive Team and Account and Account Executives. Executives. How do you How do you currently currently handle the handle the calls?calls?

What is the What is the estimated call estimated call volume and volume and service service requirements?requirements?

STEP 2: STEP 2:

TRAININTRAININGG

DependinDepending on the g on the complexitcomplexity of the y of the process process being being deployed, deployed, training training can take a can take a few hours few hours to several to several weeks.weeks.

STEP 4: STEP 4: TECHNOLOGTECHNOLOGY Y DISCUSSIONDISCUSSION

Will we be using Will we be using a 1-800 #? Do a 1-800 #? Do you require an you require an IVR? What kind IVR? What kind of CRM will we of CRM will we use? Do you use? Do you require training require training on any on any applications?applications?

STEP 5: STEP 5: SAMPLE SAMPLE CALLSCALLS

TSF will TSF will select/traselect/train agents in agents and and provide provide MP3 MP3 recordingrecordings to s to customercustomer

STEP 6: STEP 6: CLIENT CLIENT FEEDBACFEEDBACK K Gain Gain insight insight from client from client on script on script and and sample sample callscalls

STEP 7: STEP 7: ESTABLISH ESTABLISH REPORTINREPORTING G PROTOCOLPROTOCOL Conference Conference call between call between TSF operations TSF operations and customer and customer to determine to determine reporting reporting structure.structure.

STEP 8: STEP 8:

CAMPAIGCAMPAIGN LAUNCHN LAUNCH

Campaign Campaign is is launched. launched. Recorded Recorded calls calls available available upon upon request.request.

Additional Services Available:Database cleaningOutbound telesales supportChat/email support

After successful campaign launch:Daily/weekly reports of activityConstant feedback loop with Account Exec

Who are our Clients?Who are our Clients?

Case StudyCase Study

GE HealthCare Offshore GE HealthCare Offshore HelpdeskHelpdesk

ObjectiveObjective Providing extranet navigation Providing extranet navigation

support to GE Healthcare support to GE Healthcare Suppliers and Employees, Suppliers and Employees, worldwide, over Voice and Email, worldwide, over Voice and Email, with the essence of providing with the essence of providing “Single Point of Contact (SPOC)” “Single Point of Contact (SPOC)” for the calling users.for the calling users.

ServicesServices Answering phone calls and emails Answering phone calls and emails

from Suppliers and Employees of from Suppliers and Employees of GE HealthcareGE Healthcare

Log and Manage all calls and Log and Manage all calls and emailsemails

Call and email prioritization to be Call and email prioritization to be determined based on severity determined based on severity levellevel

Extranet Applications :Extranet Applications : Support registrationSupport registration PersonalizationPersonalization Invoicing registrationInvoicing registration Supplier scorecardSupplier scorecard Supplier Signal SystemSupplier Signal System DrawingsDrawings

Users Support : Users Support : Password resetPassword reset RegistrationRegistration Simple FAQ’sSimple FAQ’s Site NavigationSite Navigation

Escalation of technical issues Escalation of technical issues to second level supportto second level support

Capture Call and Email logs.Capture Call and Email logs.