A Decade of Partnering in Performance

1
A Decade of Partnering in Performance

• EEI/AGA Customer Services Conference
• Presented by Stephen Kent, EVP, U.S. Retention
  Operations

2
Two Approaches, One Winner
Consultative Business Partner
Commodity Vendor
Equal footing, win-win based, accountable but not
fearful
Subordinate
Relationship
Transactional, one way
Free-flowing, multi-dimensional
Communication
Per call win-win pricing construct and value
add opportunities
Per FTE non-incentive, flat construct
Pricing
Market knowledge, decrease AHT, analytics/
segmentation, reporting analyses and process
improvements
Value Beyond Labor
Simplicity
3
Our Partnership Our Progress

• 1997

2006

• 37 agents
• One piece of business
• Credit calls

• 270 agents
• Six pieces of business
• Base/Billing, Outage, Service Orders and Credit

4
Drivers of Success
Communication
Technology
Win-winContract

• Fully Collaborative, ongoing focus on process
  improvement
• Transfer of knowledge treated as internal v.
  external/vendor
• Outsourcer is fully accountable, while
  non-fearing of reprisals
• NIH Syndrome (Not Invented Here) banned
• Daily, weekly, monthly communication from the
  floor to senior team
• Formal goal setting and quality expectations

5
Drivers of Success
Communication
Technology
Win-winContract
Technology

• Fully scalable and adaptable technology
• Ability to act quickly to new needs, emergencies
  (outages and the like)
• Quality Assurance Calibration Sessions
• Workforce Management
• Reporting
• Training

6
Drivers of Success

• Equally profitable construct
• Realistic twelve-month call forecast
• Scorecard

7
Global Footprint
? Montreal
Minneapolis?
Toronto ?
? Buffalo
Cambridge ?
? Preston, UK
? NYC
Columbus?
Greensboro?
Charlotte ?
? Westlake Village
? Charleston
Dallas?
? Phoenix
Houston ?
? Agra
? Clark
? Manila
? Delhi
West Palm Beach?

• ? Offices
• Headquarters

8
Overview of IRMC

• BPO Provider
• 300 million revenue
• 6,000 employees
• Broad-based service offerings
• Customer Care
• Revenue Management
• Technology
• Deep relationships with small number of clients
• Key customers and prospects globally
• Primary verticals. Utility, Telecom,
  Communications, Financial Services
• Significant growth from existing client base
• Willingness to invest and courage to partner
• Capital investment
• Flexible pricing constructs