Qualifications to Serve Customer Service, Call Center and

Credit/Collections Industries

2010

Who we are...Who we are...

Not Just Not Just Another Temp Another Temp

ServiceService

Who We Are...GloballyWho We Are...Globally• Founded in 1983 by Robert A. Funk and William

H. Stoller• Largest privately-held 100% franchised staffing

system• Fastest growing staffing firm US – past 4 yrs –

4 X industry average• Top 10% in growth and revenue –

2008 Inc 5,000 list • Network of 600 offices in the U.S., Canada,

Australia and South Africa• Headquartered in Oklahoma City, OK• 2009 Numbers

– Sales: $2.0 billion– Associates paid: 350,000– Clients served: Over 100,000

Who We Are…LocallyWho We Are…Locally• Express Employment Metro Dallas opened 1988• Mike and Arie Overby assumed ownership in 2003

- Certified Minority Business Enterprise – MBE (North Central Texas Regional Certification Agency)

- Historically Underutilized Business- HUB (State of Texas)

• Community Involvement:- Irving/Las Colinas Chamber of Commerce – Prior Bd Member and Vice Chair - Workforce Enrichment Council

- Founding member of Irving/DFW Airport Transportation Management Association (TMA)

- DFW Staffing Management Association – Prior

Member Board of Directors

- Founder – Boy Scouts of America, Eagle Scout Scholarship Program, Irving, TX

- Host of Monthly Express Business Book Synopsis at La Cima Club

Our Qualifications …Customer Service/Call Center Industry

• Mike Overby – 25 years industry experience- VP Customer Service/Call Center Operations

-- American Express-- Excel Communications

- Call Center Staffing Company Ownership• Call Center Industry Advisory Council (CIAC) – Certification/Testing

Organization• US Department of Labor – Office of Apprenticeship – Registered

Apprenticeship Training Provider – Call Center/Customer Service Agents and Supervisors

• US Social Security Administration – Employment Network Provider for Blind/Vision Impaired Employees

• DFW Call Center Networking Group (CCNG) • DFW Society of Consumer Affairs Professionals (SOCAP)

Services to Customer Service/ Call Center Industry

Services provided to the call center, customer service, credit and collections

industries– inbound and outbound • Employment/Staffing

- Temporary and Contract Staffing - Temp to Perm Staffing- Evaluation Hire Staffing- Professional & Direct Hire Staffing- Onsite/Facility Support- Payroll Service

• Consulting Services- Human Resources- Customer Service/Call Center Industry

• Training and Certification- Customer Service Agent and Supervisor Training and Certification with Service and Support

Professionals Association (SSPA)- Call Center Agent, Supervisor, Manager, Consultant, Senior Leader Certification with Call Center Industry Advisory Council (CIAC)- Job Counseling and Training – Blind/Vision Impaired Customer Service/Call Center Agents- Benchmarking and Best Practices Consulting- Leadership Seminars and Webinars

SSPA Certified Training Programs

Express Employment Professionals of Irving partners with Impact Learning Systems and Service and Support Professionals Association (SSPA) to provide training and certification in three (3) customer service programs (see detail on following pages): • Customer Service Suite • Technical Support Suite • Telephone Sales Suite

These Programs are Guaranteed to:

• Create a world-class, customer-focused culture

• Increase customer loyalty• Improve customer satisfaction scores• Reduce service time

Customer Service Suite

This suite of programs focuses on developing excellence and a customer-focused orientation in service representatives. It consists of four job-specific training programs and three support programs to facilitate continuous learning.

The perfect solution for:• Customer service representatives• Inside sales/order desk representatives• Credit and collections representatives• Anyone who communicates with internal or external customers

Customer Service Training SuiteCustomer Service Designed for customer service representative, this program teaches

your employees the skills to consistently deliver exceptional customer service. Getting to the Heart of Customer Service™ includes on-the-job reinforcement exercises and job aids that support learning, increase retention, and result in positive and professional communication with customers. Available in English and Spanish.

E-mail Communication Created for anyone who uses e-mail to communicate with internal and external customers, Getting to the Heart of E-mail Communication™ teaches your employees the skills they need to write effective e-mails. They’ll complete training able to create e-mail messages that are positive, professional, clear and concise. Mastery of these skills results in e-mail messages that take less time, are easier to read, and represent the values of your company.

Sales for Service Representatives Developed for customer service representatives in technical and non-technical environments, Sales—The Other Side of Service™ teaches your employees to view selling as a service to customers. Representatives acquire the necessary skills to identify sales opportunities, successfully cross-sell and up-sell, and overcome customer resistance. Representatives who master these skills add value to

your current service offering and increase sales for the company.

Coaching Skills for Service Supervisors Designed for team leaders, supervisors, and managers in contact centers, Making It Happen™ teaches how to coach employees to reinforce skill use on the job. Participants learn how to create a positive work environment and build a top-performing team. Available in English and Spanish.

Technical Support Suite This suite of programs focuses on developing excellence and a customer-focused orientation in technical service representatives. It includes four job-specific programs that cover essential competencies in diagnostic troubleshooting, technical support, field service, and coaching skills for service supervisors. These programs are recognized throughout the IT industry and are required courses for CompTIA service accreditation and SSPA’s CSP-I, CSP-II, and CSP-S certifications.

The perfect solution for:• Hardware and software support engineers• Help desk engineers• Customer care representatives• Field service technicians• Administrative/logistical support

Technical Support Training SuiteDiagnostic Troubleshooting This course is designed to improve the technical

troubleshooting abilities of technicians at all levels of a support organization. Diagnostic Troubleshooting™ teaches technicians how to apply a clear, logical, and systematic approach to problem resolution using a professional troubleshooting process. They are introduced to common troubleshooting techniques and ways to work with key stakeholders during the resolution process.

Technical Support Developed especially for technology-based industries, this program teaches your support professionals the skills they need to consistently deliver exceptional customer service. Getting to the Heart of Technical Support™ includes on-the job reinforcement exercises and job aids that support learning, increase retention, and result in positive and professional communication with customers. Available in English and Spanish.

Field Service Designed specifically for field service engineers, Getting to the Heart of Field Service™ teaches your employees to balance the business needs and values of your company with the expectations your customers have for quality service. The result is a program that gives your engineers the professional skills they need to represent your company in today’s competitive environment.

Coaching Skills for Service Supervisors Designed for team leaders, supervisors, and managers in contact centers, Making It Happen™ teaches how to coach employees to reinforce skill use on the job. Participants learn how to create a positive work environment and build a top-performing team. Available in English and Spanish.

Telephone Sales Suite Designed for contact center agents or field sales personnel who prospect or manage accounts by phone, this suite provides the skills needed to increase sales and add value to your customers. It includes four job-specific programs that cover essential competencies in inbound and outbound sales, up-selling and cross-selling, corresponding by e-mail, and coaching skills for sales supervisors.

The perfect solution for:• Sales representatives• Inside sales/order desk representatives• Sales representatives• Customer service representatives• Anyone who communicates with internal or external customers

Telephone Sales Suite Telephone Sales This program provides your employees with the critical skills needed to

prospect, sell, and manage accounts by phone. In Getting to the Heart of Telephone Sales™, sales professionals learn how to engage prospects and customers in value-oriented discussions that lead to qualified leads and closed sales. The course includeson-the-job reinforcement exercises and job aids that support learning, increase retention,and result in positive and professional communication with customers. (Online learning option coming soon.)

E-mail Communication Created for anyone who uses e-mail to communicate with internal and external customers, Getting to the Heart of E-mail Communication™ teaches your employees the skills they need to write effective e-mails. They’ll complete training able to create e-mail messages that are positive, professional, clear and concise. Mastery of these skills results in e-mail messages that take less time, are easier to read, and represent the values of your company.

Cross-selling and Up-selling Sales—The Other Side of Service™ teaches yoursales representatives to create sales opportunities, successfully cross-sell and up-sell, andovercome customer resistance. Representatives who master these skills increase sales for the company and provide additional value for customers.

Coaching Skills for Service Supervisors Designed for team leaders, supervisors, and managers in contact centers, Making It Happen™ teaches how to coach employees to reinforce skill use on the job. Participants learn how to create a positive work environment and build a top-performing team. Available in English and Spanish.

Express Employment Professionals Seminar on Exceeding and Surpassing Customer

ExpectationsA 1/2 day seminar for all levels in an organization with

desire to:

- “Go above and beyond” in exceeding customer satisfaction

- Translate improved customer satisfaction into improved profitability

Based on two national, best selling books:The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary

into the Extraordinary

The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value

Seminar on Exceeding and Surpassing Customer Expectations (continued)

Key Take-Aways’s FromThis Program:• Everyone makes a difference. • The only question at the end of the day is

“What kind of difference did you make?” • Everything is built on relationships. • Go beyond simply interacting with customers and

colleagues to build relationships• Linkages/coorelation between employee satisfaction,

employee loyalty, customer satisfaction, customer loyalty and profitability

Educational, Inspiring & MotivationalImproved Team Work & Work Ethic

Certification Programs

In addition to training and improvement programs, Express is approved by two professional/non-profit associations to provide testing and certification of associates at all levels:

- Call Center Industry Advisory Council (CIAC)

- US Department of Labor/Office of Apprenticeship

Call Center Industry Advisory Council (CIAC)

The Global Standards and Certifications Body – www.ciac-cert.org

Express Employment Professionals only certification/testing body located in North Texas. Includes certification testing for:- Customer Service/Call Center Agent- Supervisor- Management Consultant- Operations Manager- Strategic Leader

US Department of LaborEmployment and Training

Administration- Office of ApprenticeshipExpress Employment Professionals only non-union, private sector training/ consulting organization authorized to provide apprenticeship program in Customer Service/Call Center Industry.- 2 year/144 hour/yr training and certification program - Entry level Agents to Supervisor training and

development- Graduates receive DOL Certificate of Apprenticeship

US Social Security AdministrationEmployment Network

Employment Network (EN)As a qualified/approved private organization, we have a contract with the SSA to function as an Employment Network under the Ticket to Work program. As a result, we assume responsibility for the coordination and delivery of employment services, vocational rehabilitation services, or other support services to blind/vision impaired SS beneficiaries.

General Human Resources and Management Training Programs

1. Love ’em or Lose ’em: Proven Strategies for Retention to Become an Employer of Choice2. The Top 10 Ways Employers Get Sued and How to Avoid Them3. Recognizing and Avoiding the Hazards in the Discipline and Termination Process4.

Harassment in the Workplace: Managing and Investigating Sexual Harassment and How It Affects Your Bottom Line

5. Managing the Performance Appraisal Process6. Managing Conflict and Change to Enhance Morale and Team Building7. Three Critical Issues Facing Today’s Human Resource Professional8. Leadership Fundamentals (Multiple Modules)9. The Myths and Magic of Supplemental Staffing: Critical Knowledge for Managing Your Contingent Workforce10. Navigating the Maze of The Fair Labor Standards Act (FLSA)11. Earning Your Place at the Table – HR’s Greatest Opportunity12. Independent Contractor vs. Employee: You Decide13. Managing Organizational Change – HR’s Greatest Opportunity in the 21st Century14. Monday Morning Leadership15. Customer Service (Employee)16. Managing Customer Service Organizations17. How to Deal with the Problem Employee18. Human Resources Roadtrip – Blind Curves, Closed Roads, and Other Hazards of 200919. Leadership in Turbulent Times: Strategies for Surviving in an Economic Downturn20. Lessons Learned from the Top 10 Leadership Mistakes

Questions?Questions?Contact:Contact:

Mike Overby, OwnerMike Overby, Owner4070 N. Beltline Rd #1264070 N. Beltline Rd #126

Irving, TX 75038 Irving, TX 75038

972-258-4981x216 – office972-258-4981x216 – office469-222-5559 – cell469-222-5559 – cell

mike.overby@expresspros.com

www.irvingexpress.com