Insite Engagement Centers

TABLE OF CONTENTS

WELCOME LETTER ………………………………………………………....

SOLUTION SUMMARY …………………………………………….…….....

KEY DIFFERENTIATORS …………………………………………..………..

OUR MISSION & VALUES ……………………………………………….….

OUR RECIPE FOR RESULTS ………………………………………….…….

METHODOLOGIES ……………………………………….….….................. 10

EMPLOYEE EXPERIENCE ……………….……………………….….……...

INNOVATION ……………………………………….……………………....

OUR EXPERIENCE: CASE STUDY …………………………………………

WELCOME LETTER

For over 16 years, our passionate team of contact center experts has implemented innovative solutions for our clients to improve 200+ companies and 800+ locations across the globe. We act as an extension of your team using unique and proprietary data-backed approaches to identify revenue and cost savings opportunities, streamline processes, and enhance both the employee and customer journey. We deliver a clear path to your success. We are the Human Operations ® experts. We have leveraged our extensive experience to cultivate a revolutionized approach to people, processes, and platforms in contact center environments. Our Insiters are driven by a passion for delivering unprecedented results and profitability while honoring the culture, values, and vision that define our clients’ operations. We distinguish ourselves by leveraging our expert knowledge of the science of operations to deliver consistent execution. But our extensive experience in the consulting world has taught us that the optimal contact center environment requires one additional ingredient: the prioritization of your people.

Insite Engagement Centers is a solution for organizations with a contact center that wants to improve operational performance through innovative processes and a revolutionized human experience.

Chris Rozum CEO & Founder

SOLUTION SUMMARY

The solution to our clients’ #1 problem.

Your outsourced contact center operation shouldn’t be an obstacle to your success. It should be the driver of your success. Insite Engagement Centers was born from our desire to solution our clients’ most common and detrimental challenge: finding a different kind of contact center outsourcing experience that delivers outputs proven to accelerate success.

SOLUTION SUMMARY

Insite Engagement Centers is a solution for organizations with a contact center that want to improve operational performance through innovative processes and a revolutionized human experience. We deliver optimal employee and customer experiences while exceeding our Client’s goals. Our services provide ongoing operations management using best -in-class contact center practices, continuously outperforming the behaviors of both internal contact centers and outsourced operators. It’s not work, it’s a lifestyle. The Engagement Centers are where our best practices are applied to your daily operations, facilitated by our experts. We remain focused on the quality and performance of day-to- day operations. It’s a space built upon joint values – both Insite’s and yours. It’s th e operations space – where employees thrive, managers develop high performers, and agents are engaged to deliver the optimal customer experience. Our proprietary four-phase approach guarantees operational success for our clients across industries.

KEY DIFFERENTIATORS

Unmatched Excellence in Service We have incredible experience and exceptional cross-industry exposure, allowing our team to deliver unmatched excellence in service.

99 % Customer Satisfaction

≤ 1 % Call Abandon Rate

88 % Quality Assurance

Others say it. We do it. Our client and employee- focused approach allows us to provide customized solutions for your unique operations in an environment proven to help you exceed your operational goals.

Client-Focused Approach Our approach is individual client- focused, so we view every engagement through the client’s lens. We don’t just provide the best practices; we provide the best practices for YOU. $ 512.5 k Annualized New Hire Training Savings vs. Other Vendor 99 % Service Level 3.5 Wks Speed to Proficiency

Proven Results The ability to visualize and fuse business processes with data analysis produces proven, quantifiable solutions that produce significant and rapid results.

91 % Employee Satisfaction

100 % Leadership Roles Career Pathed from Agents

23 % Annualized Attrition

OUR MISSION & VALUES

We take pride in knowing that the mission upon which our foundation was built, continues to guide and drive our organization to be an exceptional team and partner. Our number one priority began as and continues to be the reflection of this mission in our operations, our culture, and the delivery of our services. innovating the human processes and systems required to deliver enriching experiences. Insite helps people win by improving, optimizing and

MONIQUE Insiter in Fort Myers, FL

OUR MISSION & VALUES

The Insiters ’ promise to each other is the same as our promise to you; to embody our values in every interaction and engagement.

We embrace CURIOSITY encouraging the pursuit of knowledge, creative thinking, and self-driven growth.

We celebrate COLLABORATION leveraging teamwork to bring together ideas and expertise.

We promote OWNERSHIP Empowering ourselves and others to seek innovation, improvement, and produce results.

We encourage PERSEVERANCE achieving success despite hurdles and leveraging our learnings to improve over time.

We foster EMPATHY treating others with compassion, acting with humility, and extending the Insite family to our families at home.

We strive to drive EXCELLENCE in all things.

We practice INTEGRITY placing the highest value on trust, respect, honesty, and accountability.

OUR RECIPE FOR RESULTS

Here’s the recipe for our secret sauce. We aren’t afraid to share it because we know others can’t replicate it.

PHASE 1: CLIENT ONBOARDING

Our client onboarding program , ensures alignment on goals and customization of our operating model to ensure prioritization of your distinctive qualities and vision. We begin with a complete review of both your current and desired states and determine the optimal path to drive your success while meeting the needs of all involved entities.

PHASE 1: CLIENT ONBOARDING

D igging In Our experts begin by gaining a comprehensive understanding of your current operational processes and areas of focus for improvement. I ndicators Discussion of the goals that matter to your operation and alignment on metrics. V ision We are passionate about helping you to drive success toward your company’s long -term vision. Understanding the bigger picture of your goals and projected direction helps us to be the best partner we can be in bringing your vision to life. E nvironmental Framework We extensively review your business requirements to ensure your Engagement Center has all necessary technology, platforms, user requirements, etc. in place and operative before launch. This is also where we determine important logistics, such as operating hours.

PHASE 2: RECRUITMENT

Our employee recruitment process optimizes the hiring profile and guides the talent acquisition process to ensure the selection of the right team members to drive success.

PHASE 2: RECRUITMENT

A ssess Our experts work closely with your team to guide the establishment of the specific job roles and descriptions that are needed to optimize your operation. Q uestion Our interview process employs a series of behavior- based questions to evaluate a candidate’s potential to be a high performer in your specific environment. These questions provide a clear picture of the candidate’s true character and how they will approach a variety of unusual or difficult customer interactions. U tilize Utilization of a candidate scorecard provides quantifiable feedback to determine whether an individual is a right match for the role. The scorecard metrics are customized to your unique operations, goals, and your ideal candidate strengths. A lign When aligning on selection of the right candidates, we take a collaborative approach. Our recruitment experts set you up for success by working closely with your team to ensure all staffing requirements are met with ideal the candidates.

PHASE 3: EMPLOYEE ONBOARDING

Our employee onboarding program ensures newly hired employees feel welcomed and receive comprehensive training. Our initiatives produce rapid speed to competency and make certain that each new hire is equipped for success.

PHASE 3: EMPLOYEE ONBOARDING

S tart Here We kick off the onboarding process with a complete orientation that details the missions, values, and policies of both your company and Insite. New hires will meet the rest of the team and receive a tour. P urpose Insiters learn the immeasurable difference the quality of their service makes for both the client and the company. We emphasize the importance of their role, not just on the floor as an agent, but also as a valued part of the Insite family. In communicating that they are an integral part of our operation, we instill a sense of pride in joining our team from day one. L eadership Nobody is more excited on a new hire’s first day than their direct supervisor and the management team. Supervisors will ensure that introductions are made to center and executive leadership. We communicate our priority of transparency from the top down and make sure that the Insiter understands everyone’s distinct role, and whom to go to for assistance with all needs. A bsorb Cultural immersion is critical to a successful and memorable onboarding process. It never gets old to hear rave reviews from staff when they experience all the ways we value and celebrate the Insite family. S pecific New hires receive extensive training on Insite’s practices, as well as training specific to the client’s company and line of business. H ooray, Certification! No team member begins work on the floor without proving knowledgeability through testing. This ensures all staff members are prepared to work with efficiency and provide exceptional customer service.

PHASE 4: CONTINUOUS IMPROVEMENT

Our continuous improvement program methodology focuses on a series of critical coaching practices to create a holistic approach. Our exceptional coaching program continues through the entire employee journey to cultivate improved employee retention, success, and performance.

PHASE 4: CONTINUOUS IMPROVEMENT

S et Expectations The Leadership Engagement Session, a meeting of the Insiter and direct supervisor, is an opportunity to review the Insiter persona and expectations of their role, setting the tone for success at the very start of the Insiter’s journey. The supervisor also spends significant time learning about the Insiter’s hobbies, personal goals, and aspirations, to foster the development of a strong bond and understanding of the best way to coach their unique personality. W eekly Reviews During each Insiter’s weekly one -on-one coaching sessions with their direct supervisor, a selection of the Insiter’s recorded calls are reviewed and jointly scored. I nnovative Engagement The coaching playbook and tool kit ensures that areas of strength are praised, and improvement opportunities are identified and collaboratively solutioned. M onthly Reviews These meetings between an Insiter and their direct supervisor are designed to check progress against the Insiter’s initial engagement meeting goals and how their monthly performance compares to the client targets.

DELIGHT EMPLOYEES

We live by the belief that the key to delivery is delight. How do you create delight? By prioritizing employee experience, engagement, and satisfaction. We distinguish ourselves by leveraging our expert knowledge of the science of operations to deliver consistent execution. But our extensive experience in the consulting world has taught us that the optimal contact center environment requires one additional ingredient: the prioritization of your people. Delighted employees are those who have their needs anticipated, who have access to solutions and support before they even need to ask for it, and who can rely on the fact that their leaders have stake in their professional and personal lives. Every company promises a supportive culture, outstanding benefits, growth, and engagement, but do they deliver? Our ability to create delighted employees is what makes us different. Others say it. We do it.

D ELIGHT EMPLOYEES

D o What You Say

Our mission and culture show Insiters that they are valued, they have a unique and important impact on operations, and that their feedback for improvement is not only welcomed but also encouraged. Many companies make such promises to their employees. We actually do it.

ADRIENNE Insiter in Fort Myers, FL

I am just amazed by the atmosphere. Like when [our Director] comes in and says, “You’re valuable,” it’s such the opposite of when you work somewhere else and just have someone tell you all the things you’ve ever done wrong. First of all, to thank us for even just coming in… he’ll say “Thank you for being here today,” and I’m like, “Shoot, thank you for hiring me.”

D E LIGHT EMPLOYEES

We set our employees up for success during initial training and ongoing coaching by tailoring our approach to match each individual’s needs. With so many different types of adult learners, a singular education delivery or retention practice methodology isn’t going to work for everyone. To ensure successful certification during first-round subject matter testing, our trainers and leadership have been extensively educated on how to ensure success for all unique learning styles. E ducate

They try to approach every aspect of learning for the specific person so you really have the chance to get it and they give you the freedom to use whatever methods work best for you. Every person is an individual and every person is different, so we might need different things to do the best for the customers.

- DEBBIE Insiter in Fort Myers, FL

DE L IGHT EMPLOYEES

Happy employees make for happy customers. Our culture fosters transparent and trusting relationships between frontline staff and their supervisors, so the nature of their communication always allows for honest feedback without judgment. We provide many opportunities and avenues to share feedback on the employee experience and what’s more, we consistently review and implement improvements to create the optimal workplace environment. L isten to Feedback

And they listen to the feedback from the staff and try to incorporate it all. They asked for some feedback and I think I said something about maybe swapping out some snacks for a healthy snack and they started incorporating fresh fruit! They want to make thing better and better for you.

CHELDA Insiter in Fort Myers, FL

DEL I GHT EMPLOYEES

We are extremely proud of the diverse cultures, experiences, passions, and goals of our Insite team, and we celebrate, support, and do what is best for every individual. We both provide and encourage staff to creatively develop their own opportunities to leverage their passions within their work. you are guaranteed fresh perspective, innovation, and constant evolution of our products to create and deliver best-in-class services. It is in celebrating our individuality that we come together to consistently win for our team and our clients. I ndividuality

I see a lot of diversity and people matter here. I see recognition daily. Over here is more of a family vibe where other places are like you work there, but you don’t really matter. Here, as long as you’re communicating with your supervisors and you let them in and let them know what’s going on in your life, they find ways to assist you with it and make you feel like they got you. - DORIS Insiter in Fort Myers, FL

D E LI G HT EMPLOYEES

G rowth

Our career pathing program provides the opportunity to each of our agents to grow in whichever operational direction most inspires them. Supervisors work closely with every agent to review performance and experience and to establish an ongoing conversation about career growth opportunities within the organization. Whether it’s growing into a role in data analytics, performance management, client services, workforce management, training, or IT, we encourage learning and development to help our staff achieve their career goals. The opportunity to advance within the company encourages a goal- focused approach to daily activities, personal investment in the greater team and mission, and a commitment to continuous improvement.

CHEYENNE Insiter in Fort Myers, FL

The Insite culture is very supportive. Everyone that I’ve met, if I have a question, I can turn to my coworkers and they’ll help me without judging me and give me their honest opinion. At my last job, they’d be like, “Why don’t you know this by now?” I don’t feel like there’s a hierarchy here like other places because it feels more like a community with a family feeling.

DELIG H T EMPLOYEES

H umble & Modern

We offer the benefits that employees really want. Plenty of companies offer incentives that seem exciting at the onset, but a ping-pong table and bi-annual pizza parties can only go so far in long-term employee satisfaction. We provide benefits that improve employee experience and productivity levels in the workplace. All Insiters are offered full medical benefits, 401k, paid holidays, PTO, and hour-long lunch breaks. Outstanding performance, which is an everyday occurrence at Insite, is rewarded with public recognition, gifts for their efforts, and more. Employees also have access to complimentary refreshments, which assures staff they are cared for and creates a remarkable boost in job satisfaction. These benefits eliminate the distraction and frustration of numerous stressors, directly improving retention rates and productivity across departments.

The free snacks… It’s just one less thing you have to think about, you know? If you’re stressed out, if you didn’t catch breakfast that morning, you know there’s something here that can tide you over. It's a big thing that they provide that, especially if you’re strapped financially and going to a vending machine wouldn’t be possible for you… it’s one less stressor to not have to worry about it. I think that’s an incredible investment Insite makes for us.

- DEBBIE Insiter in Fort Myers, FL

DELIGH T EMPLOYEES

T echnology

Outfitting your workspace with modernized and ergonomic resources drives talent acquisition, productivity, quality, and retention. Our comfortable centers are filled with natural light and all workstations are equipped with electronic standing desks and top-tier office chairs, advanced laptops, dual-screen monitors, and ergonomic headsets. Creating an advanced and sophisticated space creates a desirable environment, which can be a sizable influencer during recruitment efforts. A comfort-centric space assists in keeping your employees pain and agitation-free, increasing focus and performance to drive productivity and quality.

The culture is stress-free because we have a comfortable vibe, but still with boundaries. If you’re comfortable and you’re comfortable with the information and what you’re doing, you’re going to have a better time, which is going to produce better quality and better service to the customer. Comfortability is key.

- “JO” Insiter in Fort Myers, FL

COMPANY CULTURE

Our culture fosters and celebrates community development within both the Insite family and the greater community. We encourage and support long-term growth while developing opportunities for team members to leverage their personal passions within their work. The distinct Insite culture is a significant part of what makes our team members proud to be a part of the Insite family. It is also an enticing draw for recruitment candidates who are seeking employment with a company that visibly values its employees and prioritizes team morale. The application and practice of our company values to daily life as an Insiter has established a culture of integrity, support, pride, collaboration, ambition, and fun.

ELMER Insiter in Fort Myers, FL

EMPLOYEE SATISFACTION INITIATIVES

Our diverse set of employee satisfaction initiatives is always growing. Here is a sample of our unique programs.

Team Volunteer Activities Including animal shelters, holiday food and toy drives, and roadside cleanup

Team Member Birthday & Holiday Celebrations

Buddy Program Peer support to ensure the successful acclimation of all new employees

Spirit & Theme Days Taco Tuesday, Hawaiian Shirt Friday , Tie-Dye Day, Kind Gesture Day... Just to name a few

Holistic Wellness Initiatives Such as Fresh Fruit Fridays and FinFit Financial support

Team Lunches Bi-Weekly on non-pay week Fridays

Complimentary Refreshments Free snacks and drinks available to employees at all times

Employee Benefits 401K, paid holidays, PTO, hour lunches and full healthcare benefits

EMPLOYEE ENGAGEMENT

Creating a successful employee engagement program requires expert knowledge of best-in-class programs proven to improve the working environment and team member experience. This demonstration of an employee-centric operation cultivates an environment where team members feel valued and fulfilled by their chosen career, increasing retention and directly improving all company goals. Employee engagement is a critical practice to empower your employees and drive high-performance.

VERONICA Insiter in Fort Myers, FL

AGENT TESTIMONIALS

You know, the amount of gratitude and positivity that’s instilled here, because people have been beat down for so long out there in the world. Beat down from COVID, beat down from their own lives, whatever backgrounds we’re coming from. Being here helps me manage my life better. To get that positivity and kindness when you come to work, just makes everything better.

It’s a different family vibe experience. You matter and you’re not just somebody to answer phones.

- DEBBIE Insiter in Fort Myers, FL

I have positive interactions with literally everybody. We have an operations manager that actually hangs out, spends time with you and getting to know you.

- ELMER Insiter in Fort Myers, FL

INNOVATION

By joining the Insite family, you engage with a league of contact center professionals with a passion not just for helping you reach your goals, but for ensuring you exceed your goals.

We have spent over 16 years improving contact center operations and optimizing business performance for industry-leading clients around the world. Our consultants transform this extensive knowledge into action toward improvement. We are invested in supporting your vision, your people, and your future. How do we drive your vision and operational performance forward? With innovation. There’s no better way to ensure the development and successful implementation of innovative improvements than by engaging the experts themselves. We offer industry-expert consulting services to develop, implement, and train your team in innovations such as:

Tech Enablement

Benchmarks

Best Practices

Thought Leadership

Contact Center Consulting

Insite’s Customizable Employee Engagement Solution Cultivates Exceptional Employee and Customer Experience, Exceeding KPI Goals Delta Faucet, an industry-leading plumbing fixtures company, identified their primary outsourcer’s triple -digit annualized attrition and their inability to reach metrics as the cause of rapidly declining customer satisfaction. The customer experience suffered from poor quality assurance, lack of first-call resolution, excessive transfer rate, and the need to make multiple callbacks in order to reach a customer resolution. With attrition rates continuing to rise, our experts decided to go straight to the source to gauge how employee engagement practices were affecting retention. Through interaction with the agents themselves, we discovered that their employee engagement initiatives were few and far between. Of the few programs that did find their footing, most were failing to serve their purpose. Our extensive experience in driving success in contact center environments has taught us that happy employees make for happy customers, so we set out to implement a series of both proprietary and customized solutions to help Delta Faucet get back on track.

SOLUTIONS & RESULTS

Our experts designed and implemented a series of innovative solutions:

New hiring profile and pay-scale Customized training program

• • •

Culture-building activities

• Modernized and ergonomic technology and furnishings • Engagement-focused initiatives

The impact on employee and customer experience far exceeded the client’s expectations: 93% Customer satisfaction scores

88% Quality assurance score ≤1% New call abandon rate 99% Service level score

91% Positive employee experience rate 20% Improvement to speed to proficiency

30 SEC

23 %

Engagement programs improved attrition to create enormous new hire training cost savings. $ 512.5 K

30 DAYS

Attrition rate improved from client’s former BPO’s triple -digit annualized figure to a rate of 23%.

Optimized training enabled 99% of customer calls to be answered within 30 seconds.

Achieved service levels and key performance metrics within 30 days of launch and maintained since.

© 2022 Insite Managed Solutions, LLC. All Rights Reserved. Confidential and Proprietary Information of Insite Managed Solutions, LLC. © 2023 Insite Managed Solutions, LLC. All Rights Reserved. Confidential and Proprietary Information of Insite Managed Solutions, LLC. 34

VISIT US

Don’t believe us? Come see for yourself. Our door is always open.

Insite Engagement Center 5220 Summerlin Commons Blvd., Ste 200A Fort Myers, FL 33907

Insite Corporate Headquarters 1336 SE 47th St., Cape Coral, FL 33904

Thank You! Chris formed Insite in 2007 after a multi-year career in contact centers and consulting firms. His passion for improvement, training, and process optimization within call centers and back-office environments has driven Insite to become The Human Operations Experts®. Through process and data analytics, Chris has been personally responsible for solving some of the most complex contact center challenges in over 200 companies across the globe in 700+ cities in 14 countries. These efforts have resulted in hundreds of millions of dollars in efficiency improvements worldwide.

Chris Rozum, CEO & Founder crozum@callinsite.com l 239-313-1085

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