COLLECTInnovations in Effective

Government Contact and Collections

Working Together to

Provide Value Added Solutions

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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 17MM-19MM Calls Per Day

• Independent Third Party Security Audit

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Global Connect Office Locations

Salt Lake City, UTSalt Lake City, UT

Mays Landing, NJMays Landing, NJMantua, NJMantua, NJ

Atlanta, GAAtlanta, GA

Chicago, ILChicago, IL

Dallas, TXDallas, TX

St. George, UTSt. George, UT

San Diego, CASan Diego, CA

Sacramento, CASacramento, CA Cherry Hill, NJCherry Hill, NJ

= Corporate Office

Philadelphia, PAPhiladelphia, PANew York, NYNew York, NY

= Data Center; a West Coast Data Center is projected in 2009.

= Sales Offices

Toronto, ON, CanadaToronto, ON, Canada

Phoenix AZPhoenix AZ

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Innovations in Effective Consumer Contact

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

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Innovations in Effective Consumer Contact

• Traditional Dialing

– Predictive Dialers– Manual Dialing– Voice Messaging

• Hosted Solutions- Application Service Providers (ASP/SaaS 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 ProtoTypes

Using traditional dialing techniques augmented with automated voice messaging provides superior results and increased collector efficiency

What is Available Today

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Innovations in Effective Consumer Contact

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.

Interactive Voice Messaging

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Innovations in Effective Defendant Contact

• 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

Benefits of Voice Messaging

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Innovations in Effective Defendant Contact

– 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

What to look for in a hosted messaging platform/dialer

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Innovations in Effective Defendant Contact

• Direct-connect to an agent• Debtor talk off recordings

• Integrated IVR payment solutions• Complex layered messaging

• FTP upload or Web-Based Process

• Automated export for result file upload

• Cell phone scrub

• Regional Caller-ID• Call Escalation

• Agent Portal

• Call Suppression-Real-Time Do Not Call

• Multiple sorts and splits on file upload (i.e. high balance accts, time zones, etc)

• Schedule by time zone/Prime Time Hours

• Busy redial

• In depth analytical reporting tools and reports

• Live delivery only Functionality

• Caller ID escalation

• State and Federal Compliance

Brief Overview of Features of What a Hosted Solution Should Contain

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Types of Voice Messages

Interactive / Direct Connect:

Notifications:

Voice MessagingVoice MessagingSystemSystem Right-partyRight-party

VerificationVerification

Connect to IVRConnect to IVR

Voice MessagingVoice MessagingSystemSystem RecordedRecorded

MessageMessage

Bridge to YourBridge to YourCall Center/CourtCall Center/Court

Message Delivery

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How Does Voice Messaging Work?

1. Pre-call:List upload to IVM system.

2. Call defendant.

3. Right-party verification:Please press 1 if you are John Smith.

Court VM system

4. Call Center/Court. Transfer defendant informationto agent (whisper/screen pop).

5. Defendant & call c

enter

connected.

Your Call Center

6. Post-call:Call data transferred to you.

Debtor

System automatically regulatescall flow to optimize agent use

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Innovations in Effective Defendant Contact

• 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

How to Maximize Your Results

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Innovations in Effective Defendant Contact

• 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

Strategies and Use

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Innovations in Effective Defendant Contact

• 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

Use of Analytics

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Innovations in Effective Defendant Contact

• 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

Training

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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

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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

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Global Connect Overview

We strive each day to reach these three pillarsfor each of our valued client partners.

Three Pillars of Excellence

Price

Product

CustomerCare