COLLECT EXCEL Innovations in Effective LEARN Government Contact

COLLECT EXCEL Innovations in Effective LEARN Government Contact and Collections Working Together to Provide Value Added Solutions

COLLECT LEARN EXCEL Global Connect Overview • Privately funded Company by President and CEO, Craig Bird • Corporate Offices are located in Mays Landing, New Jersey • Company was founded in 1999 and changed name to Global Connect LLC in 2002 • Nine Outside Sales and Services Offices located throughout the United States • Approximately 550+ clients in debt collection market and additional 700+ clients in other markets. • Currently working with some of the largest counties and courts in the Country • Current Call Capacity of Approximately 17 MM-19 MM Calls Per Day • Independent Third Party Security Audit

Global COLLECT Connect Office Locations LEARN EXCEL Toronto, ON, Canada New York, NY Sacramento, CA Philadelphia, PA Salt Lake City, UT Chicago, IL Mantua, NJ Mays Landing, NJ St. George, UT San Diego, CA Cherry Hill, NJ Phoenix AZ Atlanta, GA Dallas, TX = Sales Offices = Data Center; a West Coast Data Center is projected in 2009. = Corporate Office

COLLECT Innovations in Effective Consumer Contact LEARN EXCEL Challenges in Court Collections • • • Bringing in New Technology to Government Simplifying Contract Processing for Services Providing Responsive Support and Trouble Shooting Support Costs or Affordability Providing of Adequate Training Reporting Features

COLLECT Innovations in Effective Consumer Contact LEARN EXCEL What is Available Today • Traditional Dialing – Predictive Dialers – Manual Dialing – Voice Messaging • Hosted Solutions- Application Service Providers (ASP/Saa. S Model) – Automated Voice Messaging/Hosted Dialer Solutions • Agent Portal Technology – Text Messaging and E-Mail • Not widely adopted or used in Collection Efforts – Hosted ASP Predictive Dialer Proto. Types Using traditional dialing techniques augmented with automated voice messaging provides superior results and increased collector efficiency

COLLECT Innovations in Effective Consumer Contact LEARN EXCEL Interactive Voice Messaging Outbound Interactive Voice Messaging: Voice messaging is the most common notification, and possibly the most powerful application tool in the collections environment. Outbound interactive notifications are automated calls/messages placed to selected customer phone numbers. After the customer answers the call, the notification becomes interactive, thereby allowing the customer to perform many different actions. This can include: providing security information to verify they are the correct contact, scheduling payments, entering payment information, bridging to a payment system or live operator, etc.

COLLECT Innovations in Effective Defendant Contact LEARN EXCEL Benefits of Voice Messaging • Faster list penetration • Increased right party contacts • Optimize use of agents • Co-exist with your current dialing and contact method • Lower overall costs per contact • Less intrusive then predictive dialers and manual agents • Allows your agents to field incoming warm calls instead of outbound cold calls

COLLECT Innovations in Effective Defendant Contact LEARN EXCEL What to look for in a hosted messaging platform/dia – – – – Web-Based-All Functionalities can be done via: the web No Capital Outlay, monthly minimums, seat licenses, etc. Compliant with State and Federal Law No Hardware, software should be required Virtually Unlimited Capacity Unlimited Text-To Speech (TTS) Multiple Languages (TTS) Dual Messaging (Answering Machine) No costs for training, message recordings, or custom programming Pay as you go model, only pay for minutes used on connected calls. No-charge Pilot Program Independent Third Party Security Audits Back Up Data Centers Experience in dialer products and relevant and reputable industry experience

COLLECT Innovations in Effective Defendant Contact LEARN EXCEL Brief Overview of Features of What a Hosted Solution Should Contain • Call Suppression • Direct-connect to an agent Real-Time Do Not Call • Debtor talk off recordings • Multiple sorts and splits on file • Integrated IVR payment solutions upload (i. e. high balance accts, time zones, etc) • Complex layered messaging • FTP upload or Web-Based Process • • Automated export for result file upload Schedule by time zone/Prime Time Hours • Busy redial • In depth analytical reporting tools and reports • Cell phone scrub • Regional Caller-ID • Call Escalation • Live delivery only Functionality • Agent Portal • Caller ID escalation • State and Federal Compliance

COLLECT LEARN EXCEL Types of Voice Messages Notifications: Voice Messaging System Recorded Message Interactive / Direct Connect: Voice Messaging System Message Delivery Bridge to Your Call Center/Court Right-party Verification Connect to IVR

How. COLLECT Does Voice Messaging Work? LEARN EXCEL 3. Right-party verification: Please press 1 if you are John Smith. 1. Pre-call: List upload to IVM system. Court 2. Call defendant. Debtor VM system 6. Post-call: System automatically regulates call flow to optimize agent use Call data transferred to you. 4. Call Center/Court. Transfer defendant information to agent (whisper/screen pop). ter 5. Your Call Center t& an d. nd te efe nec D n co en ll c ca

COLLECT Innovations in Effective Defendant Contact LEARN EXCEL How to Maximize Your Results • Proper Strategy and Use • Effective Use of Analytics to Drive Best Practices • Training • Integration with Other Efficiency Tools – Self-Serve IVR • Agent-less Transactions/Virtual Collector

COLLECT Innovations in Effective Defendant Contact LEARN EXCEL Strategies and Use • Breaking and Scrubbing New Case Files • Compliance Phone Attempts • Replace Letter Event-Letters Cost in Excess of 50 Cents • Nights and Weekends • Use of Virtual Collector/IVR Payment Solutions • Volume Spikes • Disaster Recovery • Maximize Use of Prime-Time Collection Hours

COLLECT Innovations in Effective Defendant Contact LEARN EXCEL Use of Analytics • Analytical Data helps to determine the following: – Dialing Strategy • When to use voice messaging, time of day, and what type of messaging, scripts, etc? • What type of case file, court fine, (i. e. outstanding fine with the court) will yield highest return using this type collection process • When to use other dialing techniques • Return on Investment (Dollars Collected/Dollars Spent – Global Connect is currently seeing a 300% to 400% Return based on client calculations • Proper Agent Utilization

COLLECT Innovations in Effective Defendant Contact LEARN EXCEL Training • There is never too much Training • Teams are quick to think they have all the answers • Demand your vendor partners to come on-site and train your team – Lunch and Learn Sessions are great forums for Q&A and best practice discussions • Additional charges should not pertain to training • Lack of training results in missed collection opportunities and misuse of money spent

COLLECT LEARN EXCEL Case Study • Prior Situation: – Lack of Inbound Calls – Collection Center was at best a break-usually operated in the negative – County advisors wanted to outsource collections a 100% or trim team down significantly – Technology Deficiency: No way to track performance – Was not viewed as a pure source of revenue recovery but rather a cost center • Actions Taken By Court Collection Manager – Tested Various Dialing Solutions and Technology – Decided to Implemented Global Connect due to no upfront fee’s, contracts, usage requirements, etc. – Used Global Connect to collect unpaid court fines and court reminders – Implemented collection strategy that included, multi-language campaigns, interactive and non-interactive as well direct IVR payment campaigns linking into a national Payment Processing Company through Global Connect

COLLECT LEARN EXCEL Case Study • Results – Increased Collections by approximately $250, 000 in a three month period – Average monthly spend on Global Connect is approximately $1, 300 per month – Astronomical Return On Investment – Department turned into a Profit Center from a pure Cost Center – Increased Moral of Team – Opened Up New Opportunities for Technology Advancements – Gained Trust and Support of County and Court Administrators to further enhance the courts technology infrastructure

COLLECT LEARN EXCEL Global Connect Overview Three Pillars of Excellence Customer Care Product Price We strive each day to reach these three pillars for each of our valued client partners.