CP Overview

Center Partners Company Overview

Center Partners Proprietary & Confidential

This is Who We Are

• A Brand Focused Domestic ContactCenterOutsourcingProvider

• Ourorganizationprovidesthecustomer

engagementyourcustomersdeserve

• With 8 domestic locations and 4,000employees,CenterPartnerscanprovidethehigh value supportyouneed

Center Partners Proprietary & Confidential

Key Facts About Us

Our Mission: Create a work environment in which highly skilled employees and teams leverage technology and learning to accelerate performance, resulting in exceptional customer experiences and client satisfaction

Tale of the Tape• Founded 1997, and purchased by

WPP, World’s foremost marketing, insight and consultancy group

• Member of Forbes A-List• Provides financial stability and

growth support• World’s most comprehensive

marketing communications groups• Provides global reach for Center

Partners• Over 102,000 employees worldwide• Located in over 2,000 offices in 106

countries• Call centers across the globe• Over $10.9 billion in revenue• Quoted on the London Stock

Exchange and NASDAQ in New York (WPPGY)

WPP, Foundation for Success• Operational Excellence• Superior Implementation

Methodology• Continuous Operational

Improvement Focus• Processes• Learning and Development• Financial Stability• Ownership Culture• Center Partners reports to the Kantar

division of WPP

Center Partners Proprietary & Confidential

CoreCompetencies

Customer Loyalty and Retention• First bill review• Issueresolution• Inboundwelcomecenter• SaveDesk

Customer Care and Tech Support• Billing inquiries/password resets/etc• Repair• Tier 1 and Tier 2 help desk• Complex products support• E-Commerce support

Sensitive Customer Contacts• Executive escalation resolution (voice of client)• Vendor support team (for other out sourcers)• Quality assess and feedback

Sales and Acquisition• Inbound sales• Up-sell / cross sell• Order verification• Field sales support• Retail store support

Learning and Development Services• Curriculum development• E-learning development and hosting

Bilingual Capabilities• Curriculum development• E-learning development and hosting

Multi-Channel Exchanges• Phone, Email, Chat, Text Messaging, Social, Live Agent Video Kiosk, Internet

Center Partners handles over 60,000 calls daily; 1,800,000 monthly

Center Partners Proprietary & Confidential

CP Call Center

Operations

We have eight physical sites in the U.S located in Colorado, Washington and Idaho.

Coeur d’Alene, Idaho550 seats

Idaho Falls, Idaho350 seats

Hayden, Idaho300 seats

Eagle Pines, Idaho80 seats

Fort Collins, ColoradoCorporate -- 711 seats

Ziegler Rd, Fort Collins,Colorado, 400 seats

Liberty Lake, Washington500 seats

Post Falls, Idaho350 seats

Center Partners Proprietary & Confidential

Key TechPartners

• IVR Self Service• Multiple Data Sources• Tailored Campaigns• ANI/CLI• Internet or customer data bases• Screen-Pop/Data Capture: CTI• Call Recording: Voice and Screen capture

Phonetics based Voice

Speech to Application

ITIL 3.2 Change

Management

SAS 70 Type II Since ‘07

IT SOX 100%Since ’06

PCI DSS Level 1

Since ‘07

99.999% Uptime

Redundant & Reliable IT Infrastructure

Center Partners Proprietary & Confidential

OrganizationStructure

WPP /Kantar

David GeigerCEO

Gordon JonesCFO

Finance Account Directors

OperationsManagers

Supervisors

Agents

WFM

Operations

MarketingProjectManagement

Human Resources

ProcessImprovementQuality

ClientImplementation

IT / TechnologyLearning

& Development

Call Center MyFire

Business Development

Alane UrbanSVP of

Strategy

Chris KneelandCOO

Center Partners Proprietary & Confidential

Structureand Function

Account Director• Primary liaison• Results delivery• Program strategy• 1 per account

Reporting Manager• Scheduling &

forecasting• Reporting needs• Data analysis• 1 per account

L&D Director• Client liaison• Curriculum

strategy• Certifying trainers Human Resources

• Precision hiring• Employee

relations

IT• Systems• Telephony• Network• Software

development• Report

development

Finance• Billing & Invoicing

Trainer• Curriculum

development• Training• Call monitoring

Project Director• Client

implementation• Process

Improvement• Quality driven

management system (QDMS)

Quality• Call monitoring• Trend analysis• Feedback

Operations Director& Site Manager

• Performance Management

Operations Manager• Tactical results

manager• Supervisor &

CSR performance management

Supervisor• Monitors calls• Supporting CSR• 1 per 15 CSRs• CSR Performance

Management

CSR• Customer

Satisfaction

Reporting Tech• Compiles data

for clients and internal needs

• 1 per account

Queue Analyst• Real time RTA• Intra-day plan

(IDP)• Skill-based routing• 1 per 100 CSRs

Scheduling Analyst• Forecasting • CSR scheduling• 1 per account

Center Partners Proprietary & Confidential

Who We Work With

Center Partners Proprietary & Confidential

Results- Primary/Largest or Sole Provider on all of our accounts

- 100% Referenceable

- Never Missed a Go Live Date

- We have our clients’ trust with their most delicate / sensitive accounts

Center Partners Proprietary & Confidential

Results

More than Tripled sales rates in first year Reduced cost per sale by 31% Improved up-sell revenue 28% - Telecom/Wireless

- Consumer Technology

25%+ savings over internal center month over month Training time reduced by 50% within first quarter - Consumer Products

Segment One ˆ 40% target retention, launched April 2008 with 39%, April 2009 MTD actual of 51.64% Segment Two ˆ 85% retention target , launched April 2008 with 84%, April 2009 MTD actual of 93.62% - Financial Services