Qualifications to Provide Call Center Staffing and Consulting

1. Qualifications to Serve Customer
Service, Call Center and
Credit/Collections Industries
2010

2. Who we are...
Not Just
Another Temp
Service

3. Who 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

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

5. 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
• DFW Call Center Networking Group (CCNG)
• DFW Society of Consumer Affairs Professionals (SOCAP)

6. 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)
- Benchmarking and Best Practices Consulting
- Leadership Seminars and Webinars

7. 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

8. 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

9. Customer Service Training Suite
Customer 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.

10. 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

11. Technical Support Training Suite
Diagnostic 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.

12. 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

13. 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 includes
on-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 your
sales representatives to create sales opportunities, successfully cross-sell and up-sell, and
overcome 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.

14. Express Employment Professionals Seminar
on Exceeding and Surpassing Customer
Expectations
A 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 The Service Profit Chain: How Leading
Work and Life Can Turn the Ordinary Companies Link Profit and Growth to
into the Extraordinary Loyalty, Satisfaction, and Value

15. 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 & Motivational
Improved Team Work & Work Ethic

16. 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

17. 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

18. US Department of Labor
Employment and Training
Administration- Office of Apprenticeship
Express 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

19. General Human Resources and
Management Training Programs
1. Love ’em or Lose ’em: Proven Strategies for Retention to Become an Employer of Choice
2. The Top 10 Ways Employers Get Sued and How to Avoid Them
3. Recognizing and Avoiding the Hazards in the Discipline and Termination Process
4. Harassment in the Workplace: Managing and Investigating Sexual Harassment and How It Affects Your
Bottom Line
5. Managing the Performance Appraisal Process
6. Managing Conflict and Change to Enhance Morale and Team Building
7. Three Critical Issues Facing Today’s Human Resource Professional
8. Leadership Fundamentals (Multiple Modules)
9. The Myths and Magic of Supplemental Staffing: Critical Knowledge for Managing Your Contingent
Workforce
10. Navigating the Maze of The Fair Labor Standards Act (FLSA)
11. Earning Your Place at the Table – HR’s Greatest Opportunity
12. Independent Contractor vs. Employee: You Decide
13. Managing Organizational Change – HR’s Greatest Opportunity in the 21st Century
14. Monday Morning Leadership
15. Customer Service (Employee)
16. Managing Customer Service Organizations
17. How to Deal with the Problem Employee
18. Human Resources Roadtrip – Blind Curves, Closed Roads, and Other Hazards of 2009
19. Leadership in Turbulent Times: Strategies for Surviving in an Economic Downturn
20. Lessons Learned from the Top 10 Leadership Mistakes

20. Questions?
Contact:
Mike Overby, Owner
4070 N. Beltline Rd #126
Irving, TX 75038
972-258-4981x216 – office
469-222-5559 – cell
mike.overby@expresspros.com
www.irvingexpress.com