CCNG Network Meeting

May 9, 2006

The world’s largest marketer,

producer and

distributor of Coca-Cola products.

•We operate in 46 U.S. states, Canada, Belgium, continental France, Great Britain, Luxembourg, Monaco and the Netherlands

•We employ 74,000 people and operate 431 facilities, 54,000 vehicles and 2.4 million vending machines, beverage dispensers and coolers

How We Got Started

Made/took first call in July 2003

Primary focus was sales with service being a logical fit

Started with less than 50 employees

Moved into the building during construction

Converted a division every two months

Implemented four major solutions during the first year

Customer Development Center Functions

The CDC handles three major functions for CCE’s six U.S. business units:

We act as an extension of our field sales teams We provide professional account management services We provide one point of contact for our customers Our goals:

Inbound

Outbound

Equipment Service Call Handling

Customer Support Call Handling

Drive Sales Performance

Revolutionize Customer Support

Generate Savings & Efficiencies

Inside Sales

West

SoutheastSouthwest

Mid West

Great Lakes

Northeast

Tampa

Annapolis

Annapolis – 99 employees

Tampa – 389 employees

Open – 365 6am to 3am

Center Locations

VP, CustomerDevelopment

(Nita Pennardt)

OPERATIONS(Glenn Gemmill)

FINANCE(Matt Hoffer)

HR(Stormy Brown)

SALES(Christine Dodge)

SpecializedSales Teams

CustomerService

WorkforceDevelopment

Customer Action CenterAnnapolis

(Maria Klug)

SalesOperations

Training &Communication

QualityAssurance

WorkforceOptimization

CustomerSupport

(Bob Canino)

Cross-Training

Integration

Operating Structure

CSR Customer or Consumer

Customer ServiceCustomer ServiceOverviewOverview

Distribution

Repair

Customer Support

Product

Service

Support

Call Types

CDC Answers Customer Call Live, Quickly, Professionally Captures Customer Request Sends a Customer Support Ticket

Field Receives a Customer Support Ticket Via Preferred Method - E-mail, Text Page, Voice Mail

Field Contacts Customer Sets Expectation to Meet Customer’s Request

Field Contacts CDC to Close Ticket and provide closing comments CDC Tracks & ReportsCustomer Requests

Historical CST Data is Analyzed CDC and Field Collaborate to Determine System Improvements to Better Serve our Customers

Customer Support Overview

Customer

ISR

Distribution

24/48 hr

Inside Sales Overview

A comprehensive solution providing tools to understand and proactively deliver the skills, knowledge and information required for optimal sales and customer service performance

A workforce scheduling tool used to staff the right people in the right place at the right time

A call monitoring and recording tool used to identify and address global as well as agent-specific quality improvement opportunities

Interaction Center provides agents with the customer, transaction, and product information they need to deliver quality service

Internally developed front end web application that allows inbound agents to quickly review customer information and satisfy customer requests

Technology Suite

Supporting 305 Sales Centers, 1,445 Sales Routes and 265,271 active inside sales customers

21.2 million bottle/can cases 9.5 million gallons in fountain sales Averaging 472,300 cases per day, generating over

$4.5 million in revenue per day Taking over 77,000 inbound calls per week CDC Transaction volume:

– Sales – 58%– Service – 23%– Support – 19%

At A GlanceMarch 2006 YTD

Supervisor to agent: 1 to 15 Supervisor to lead: 2 to 1 WFA to agent: 1 to 78 QA to agent: 1 to 70

Monitors to agent per month: 4 - 8

Trainers to agent: 1 to 81 Annual Turnover: 50% Casual Dress New Hire Training: 4 weeks (2 in nesting) Majority FT employees Hiring done through CCE Direct, Adecco and Spherion

At A Glance

Customer Service Goals Service Level 80/20 Abandon Rate < 3% Adherence > 95% AHT no goal

Inside Sales Goals Calls Processed per Hour Orders Captured per Hour New Brand/Product Penetrations Average Cases per Order

At A GlancePerformance Goals

Continuous Improvement Process

Action Stream

Identify Opportunities

Coach Employees

Review Top Errors and Determine Training

Develop Training Content

Review & Approve ContentSchedule Training

Review Training Participation & Comprehension

Support Organization

Quality Monitors/Error Processing/FISH Box SuggestionsSupervisors

Quest Council

Interactive Learning Development (Knowlagent) or Training (Refresher Training, Quest E-mails)Content Review

Work Force

Quest Council

Turnover Strategy

EmployeeReferrals

Language Differential

KnowlagentRecruiting

&Selection

PerfectAttendance

Agent Lifespan

TalentKeepers