Qua
lific
atio
ns to
Ser
ve C
usto
mer
S
ervi
ce, C
all C
ente
r an
d C
redi
t/Col
lect
ions
Indu
strie
s
2010
Who
we
are.
..W
ho w
e ar
e...
Not
Jus
t N
ot J
ust
Ano
ther
Tem
p A
noth
er T
emp
Ser
vice
Ser
vice
Who
We
Are
...G
loba
llyW
ho W
e A
re...
Glo
bally
•F
ound
ed in
198
3 by
Rob
ert A
. Fun
k an
d W
illia
m H
. Sto
ller
•La
rges
t priv
atel
y-he
ld 1
00%
fran
chis
ed
staf
fing
syst
em•
Fas
test
gro
win
g st
affin
g fir
m U
S –
past
4
yrs
–4
X in
dust
ry a
vera
ge•
Top
10%
in g
row
th a
nd r
even
ue –
2008
Inc
5,00
0 lis
t •
Net
wor
k of
600
offi
ces
in th
e U
.S.,
Can
ada,
A
ustr
alia
and
Sou
th A
fric
a•
Hea
dqua
rter
ed in
Okl
ahom
aC
ity, O
K•
2009
Num
bers
–S
ales
: $2.
0 bi
llion
–A
ssoc
iate
s pa
id: 3
50,0
00–
Clie
nts
serv
ed: O
ver
100,
000
Who
We
Are
Who
We
Are
……Lo
cally
Loca
lly•
Exp
ress
Em
ploy
men
t Met
ro D
alla
s op
ened
198
8•
Mik
e an
d A
rie O
verb
y as
sum
ed o
wne
rshi
p in
200
3•
Com
mun
ity In
volv
emen
t:-
Irvi
ng/L
as C
olin
as C
ham
ber
of C
omm
erce
–P
rior
Bd
Mem
ber
and
Vic
e C
hair
-W
orkf
orce
Enr
ichm
ent C
ounc
il
-F
ound
ing
mem
ber
of Ir
ving
/DF
W A
irpor
t Tra
nspo
rtat
ion
Man
agem
ent A
ssoc
iatio
n (T
MA
)
-D
FW
Sta
ffing
Man
agem
ent A
ssoc
iatio
n –
Prio
r
Mem
ber
Boa
rd o
f Dire
ctor
s-
Fou
nder
–B
oy
Sco
uts
of A
mer
ica,
Eag
le S
cout
Sch
olar
ship
P
rogr
am, I
rvin
g, T
X
Our
Qua
lific
atio
ns …
Cus
tom
er S
ervi
ce/C
all C
ente
r In
dust
ry•
Mik
e O
verb
y –
25 y
ears
indu
stry
exp
erie
nce
-V
P C
usto
mer
Ser
vice
/Cal
l Cen
ter
Ope
ratio
ns
--A
mer
ican
Exp
ress
--E
xcel
Com
mun
icat
ions
-C
all C
ente
r S
taffi
ng C
ompa
ny O
wne
rshi
p
•C
all C
ente
r In
dust
ry A
dvis
ory
Cou
ncil
(CIA
C)
–C
ertif
icat
ion/
Tes
ting
Org
aniz
atio
n•
US
Dep
artm
ent o
f Lab
or –
Offi
ce o
f App
rent
ices
hip
–R
egis
tere
d A
ppre
ntic
eshi
p T
rain
ing
Pro
vide
r –
Cal
l C
ente
r/C
usto
mer
Ser
vice
Age
nts
and
Sup
ervi
sors
•D
FW
Cal
l Cen
ter
Net
wor
king
Gro
up (
CC
NG
) •
DF
W S
ocie
ty o
f Con
sum
er A
ffairs
Pro
fess
iona
ls (
SO
CA
P)
Ser
vice
s to
Cus
tom
er S
ervi
ce/
Cal
l Cen
ter
Indu
stry
Ser
vice
s pr
ovid
ed to
the
call
cent
er,
cust
omer
ser
vice
, cre
dit a
nd c
olle
ctio
ns
indu
strie
s–in
boun
d an
d ou
tbou
nd•
Em
ploy
men
t/Sta
ffing
-
Tem
pora
ry a
nd C
ontr
act S
taffi
ng
-T
emp
to P
erm
Sta
ffing
-E
valu
atio
n H
ire S
taffi
ng-
Pro
fess
iona
l & D
irect
Hire
Sta
ffing
-O
nsite
/Fac
ility
Sup
port
-P
ayro
ll S
ervi
ce•
Con
sulti
ng S
ervi
ces
-H
uman
Res
ourc
es-
Cus
tom
er S
ervi
ce/C
all C
ente
r In
dust
ry•
Tra
inin
g an
d C
ertif
icat
ion
-C
usto
mer
Ser
vice
Age
nt a
nd S
uper
viso
r T
rain
ing
and
Cer
tific
atio
nw
ith S
ervi
ce a
nd S
uppo
rt
Pro
fess
iona
ls A
ssoc
iatio
n (S
SP
A)
-C
all C
ente
r A
gent
, Sup
ervi
sor,
Man
ager
, Con
sulta
nt, S
enio
r Le
ader
Cer
tific
atio
n w
ith C
all
Cen
ter
Indu
stry
Adv
isor
y C
ounc
il (C
IAC
)-
Ben
chm
arki
ng a
nd B
est P
ract
ices
Con
sulti
ng-
Lead
ersh
ip S
emin
ars
and
Web
inar
s
SS
PA
Cer
tifie
d T
rain
ing
Pro
gram
s
Exp
ress
Em
ploy
men
t Pro
fess
iona
ls o
f Irv
ing
part
ners
with
Impa
ct L
earn
ing
Sys
tem
s an
d S
ervi
ce a
nd S
uppo
rt P
rofe
ssio
nals
Ass
ocia
tion
(SS
PA
)to
pr
ovid
e tr
aini
ng a
nd c
ertif
icat
ion
in th
ree
(3)
cus
tom
er s
ervi
cepr
ogra
ms
(see
det
ail o
n fo
llow
ing
page
s):
•C
usto
mer
Ser
vice
Sui
te
•T
echn
ical
Sup
port
Sui
te•
Tel
epho
ne S
ales
Sui
te
The
se P
rogr
ams
are
Gua
rant
eed
to:
•C
reat
e a
wor
ld-c
lass
, cus
tom
er-f
ocus
ed c
ultu
re•
Incr
ease
cus
tom
er lo
yalty
•Im
prov
e cu
stom
er s
atis
fact
ion
scor
es•
Red
uce
serv
ice
time
Cus
tom
er S
ervi
ce S
uite
Thi
s su
ite o
f pro
gram
s fo
cuse
s on
dev
elop
ing
exce
llenc
e an
d a
cust
omer
-foc
used
orie
ntat
ion
in
serv
ice
repr
esen
tativ
es. I
t con
sist
s of
four
job-
spec
ific
trai
ning
pro
gram
s an
d th
ree
supp
ort
prog
ram
s to
faci
litat
e co
ntin
uous
lear
ning
.
The
per
fect
sol
utio
n fo
r:•
Cus
tom
er s
ervi
ce r
epre
sent
ativ
es•
Insi
de s
ales
/ord
er d
esk
repr
esen
tativ
es•
Cre
dit a
nd c
olle
ctio
ns r
epre
sent
ativ
es•
Any
one
who
com
mun
icat
es w
ith in
tern
al o
r ex
tern
al
cust
omer
s
Cus
tom
er S
ervi
ce T
rain
ing
Sui
teC
usto
mer
Ser
vice
Des
igne
d fo
r cu
stom
er s
ervi
ce r
epre
sent
ativ
e, th
is p
rogr
am te
ache
s yo
ur e
mpl
oyee
s th
e sk
ills
to c
onsi
sten
tly d
eliv
er e
xcep
tiona
l cus
tom
er s
ervi
ce. G
ettin
g to
th
e H
eart
of C
usto
mer
Ser
vice
™in
clud
es o
n-th
e-jo
b re
info
rcem
ent e
xerc
ises
and
job
aids
th
at s
uppo
rt le
arni
ng, i
ncre
ase
rete
ntio
n, a
nd r
esul
t in
posi
tive
and
prof
essi
onal
co
mm
unic
atio
n w
ith c
usto
mer
s. A
vaila
ble
in E
nglis
h an
d S
pani
sh.
E-m
ail C
omm
unic
atio
nC
reat
ed fo
r an
yone
who
use
s e-
mai
l to
com
mun
icat
e w
ith
inte
rnal
and
ext
erna
l cus
tom
ers,
Get
ting
to th
e H
eart
of E
-mai
l Com
mun
icat
ion™
teac
hes
your
em
ploy
ees
the
skill
s th
ey n
eed
to w
rite
effe
ctiv
e e-
mai
ls. T
hey’
ll co
mpl
ete
trai
ning
abl
e to
cre
ate
e-m
ail m
essa
ges
that
are
pos
itive
, pro
fess
iona
l, cl
ear
and
conc
ise.
Mas
tery
of
thes
e sk
ills
resu
lts in
e-m
ail m
essa
ges
that
take
less
tim
e, a
re e
asie
r to
rea
d, a
nd r
epre
sent
th
e va
lues
of y
our
com
pany
.
Sal
es fo
r S
ervi
ce R
epre
sent
ativ
esD
evel
oped
for
cust
omer
ser
vice
rep
rese
ntat
ives
in
tech
nica
l and
non
-tec
hnic
al e
nviro
nmen
ts, S
ales
—T
he O
ther
Sid
e of
Ser
vice
™te
ache
s yo
ur e
mpl
oyee
s to
vie
w s
ellin
g as
a s
ervi
ce to
cus
tom
ers.
Rep
rese
ntat
ives
acq
uire
the
nece
ssar
y sk
ills
to id
entif
y sa
les
oppo
rtun
ities
, suc
cess
fully
cro
ss-s
ell a
nd u
p-se
ll, a
nd
over
com
e cu
stom
er r
esis
tanc
e. R
epre
sent
ativ
es w
ho m
aste
r th
ese
skill
s ad
d va
lue
toyo
ur c
urre
nt s
ervi
ce o
fferin
g an
d in
crea
se s
ales
for
the
com
pany
.
Coa
chin
g S
kills
for
Ser
vice
Sup
ervi
sors
Des
igne
d fo
r te
am le
ader
s, s
uper
viso
rs,
and
man
ager
s in
con
tact
cen
ters
, Mak
ing
It H
appe
n™te
ache
s ho
w to
coa
ch e
mpl
oyee
s to
re
info
rce
skill
use
on
the
job.
Par
ticip
ants
lear
n ho
w to
cre
ate
a po
sitiv
e w
ork
envi
ronm
ent
and
build
a to
p-pe
rfor
min
g te
am.A
vaila
ble
in E
nglis
h an
d S
pani
sh.
Tec
hnic
al S
uppo
rt S
uite
Thi
s su
ite o
f pro
gram
s fo
cuse
s on
dev
elop
ing
exce
llen
ce a
nd a
cu
stom
er-f
ocus
ed o
rient
atio
n in
tech
nica
l ser
vice
re
pres
enta
tives
. It i
nclu
des
four
job-
spec
ific
prog
ram
s th
at
cove
r es
sent
ial c
ompe
tenc
ies
in d
iagn
ostic
trou
bles
hoot
ing,
te
chni
cal s
uppo
rt, f
ield
ser
vice
, and
coa
chin
g sk
ills
for
serv
ice
supe
rvis
ors.
The
se p
rogr
ams
are
reco
gniz
ed th
roug
hout
the
IT
indu
stry
and
are
req
uire
d co
urse
s fo
r C
ompT
IA s
ervi
ce
accr
edita
tion
and
SS
PA
’s C
SP
-I, C
SP
-II,
and
CS
P-S
ce
rtifi
catio
ns.
The
per
fect
sol
utio
n fo
r:•
Har
dwar
e an
d so
ftwar
e su
ppor
t eng
inee
rs•
Hel
p de
sk e
ngin
eers
•C
usto
mer
car
e re
pres
enta
tives
•F
ield
ser
vice
tech
nici
ans
•A
dmin
istr
ativ
e/lo
gist
ical
sup
port
Tec
hnic
al S
uppo
rt T
rain
ing
Sui
teD
iagn
ostic
Tro
uble
shoo
ting
Thi
s co
urse
is d
esig
ned
to im
prov
e th
e te
chni
cal
trou
bles
hoot
ing
abili
ties
of te
chni
cian
s at
all
leve
ls o
f a s
uppo
rt o
rgan
izat
ion.
Dia
gnos
tic
Tro
uble
shoo
ting™
teac
hes
tech
nici
ans
how
to a
pply
a c
lear
, log
ical
, and
sys
tem
atic
ap
proa
ch to
pro
blem
res
olut
ion
usin
g a
prof
essi
onal
trou
bles
hoot
ing
proc
ess.
The
y ar
e in
trod
uced
to c
omm
on tr
oubl
esho
otin
g te
chni
ques
and
way
s to
wor
kw
ith k
ey s
take
hold
ers
durin
g th
e re
solu
tion
proc
ess.
Tec
hnic
al S
uppo
rtD
evel
oped
esp
ecia
lly fo
r te
chno
logy
-bas
ed in
dust
ries,
this
pro
gram
te
ache
s yo
ur s
uppo
rt p
rofe
ssio
nals
the
skill
s th
ey n
eed
to c
onsi
sten
tly d
eliv
er e
xcep
tiona
l cu
stom
er s
ervi
ce. G
ettin
g to
the
Hea
rt o
f Tec
hnic
al S
uppo
rt™
incl
udes
on-
the
job
rein
forc
emen
t exe
rcis
es a
nd jo
b ai
ds th
at s
uppo
rt le
arni
ng, i
ncre
ase
rete
ntio
n, a
nd r
esul
t in
posi
tive
and
prof
essi
onal
com
mun
icat
ion
with
cus
tom
ers.
Ava
ilabl
e in
Eng
lish
and
Spa
nish
.
Fie
ld S
ervi
ceD
esig
ned
spec
ifica
lly fo
r fie
ld s
ervi
ce e
ngin
eers
, Get
ting
to th
e H
eart
of F
ield
S
ervi
ce™
teac
hes
your
em
ploy
ees
to b
alan
ce th
e bu
sine
ss n
eeds
and
val
ues
of y
our
com
pany
with
the
expe
ctat
ions
you
r cu
stom
ers
have
for
qual
ity s
ervi
ce. T
he r
esul
t is
a pr
ogra
m th
at g
ives
you
r en
gine
ers
the
prof
essi
onal
ski
lls th
ey n
eed
to r
epre
sent
you
r co
mpa
ny in
toda
y’s
com
petit
ive
envi
ronm
ent.
Coa
chin
g S
kills
for
Ser
vice
Sup
ervi
sors
Des
igne
d fo
r te
am le
ader
s, s
uper
viso
rs,
and
man
ager
s in
con
tact
cen
ters
, Mak
ing
It H
appe
n™te
ache
s ho
w to
coa
ch e
mpl
oyee
s to
re
info
rce
skill
use
on
the
job.
Par
ticip
ants
lear
n ho
w to
cre
ate
a po
sitiv
e w
ork
envi
ronm
ent
and
build
a to
p-pe
rfor
min
g te
am.A
vaila
ble
in E
nglis
h an
d S
pani
sh.
Tel
epho
ne S
ales
Sui
teD
esig
ned
for
cont
act c
ente
r ag
ents
or
field
sal
es p
erso
nnel
who
pr
ospe
ct o
r m
anag
e ac
coun
ts b
y ph
one,
this
sui
te p
rovi
des
the
skill
s ne
eded
to in
crea
se s
ales
and
add
val
ue to
you
r cu
stom
ers.
It
incl
udes
four
job-
spec
ific
prog
ram
s th
at c
over
ess
entia
l co
mpe
tenc
ies
in in
boun
d an
d ou
tbou
nd s
ales
, up-
selli
ng a
nd c
ross
-se
lling
, cor
resp
ondi
ng b
y e-
mai
l, an
d co
achi
ng s
kills
for
sale
s su
perv
isor
s.
Th
e p
erfe
ct s
olu
tio
n f
or:
•S
ales
rep
rese
ntat
ives
•In
side
sal
es/o
rder
des
k re
pres
enta
tives
•S
ales
rep
rese
ntat
ives
•C
usto
mer
ser
vice
rep
rese
ntat
ives
•A
nyon
e w
ho c
omm
unic
ates
with
inte
rnal
or
exte
rnal
cus
tom
ers
Tel
epho
ne S
ales
Sui
teT
elep
hone
Sal
esT
his
prog
ram
pro
vide
s yo
ur e
mpl
oyee
s w
ith th
e cr
itica
l ski
lls n
eede
d to
pr
ospe
ct, s
ell,
and
man
age
acco
unts
by
phon
e. In
Get
ting
to th
e H
eart
of T
elep
hone
S
ales
™, s
ales
pro
fess
iona
ls le
arn
how
to e
ngag
e pr
ospe
cts
and
cust
omer
s in
val
ue-
orie
nted
dis
cuss
ions
that
lead
to q
ualif
ied
lead
s an
d cl
osed
sal
es. T
he c
ours
e in
clud
eson
-the
-job
rein
forc
emen
t exe
rcis
es a
nd jo
b ai
ds th
at s
uppo
rt le
arni
ng, i
ncre
ase
rete
ntio
n,an
d re
sult
in p
ositi
ve a
nd p
rofe
ssio
nal c
omm
unic
atio
n w
ith c
usto
mer
s. (
Onl
ine
lear
ning
op
tion
com
ing
soon
.)
E-m
ail C
omm
unic
atio
nC
reat
ed fo
r an
yone
who
use
s e-
mai
l to
com
mun
icat
e w
ith in
tern
al a
nd
exte
rnal
cus
tom
ers,
Get
ting
to th
e H
eart
of E
-mai
l Com
mun
icat
ion™
teac
hes
your
em
plo
yees
the
skill
s th
ey n
eed
to w
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pany
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Cro
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p-se
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Sal
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The
Oth
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of S
ervi
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teac
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your
sale
s re
pres
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Rep
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Ser
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Sup
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Des
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info
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skill
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Par
ticip
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nglis
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Exp
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Em
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emin
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Bas
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Pro
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l Cen
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IAC
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US
Dep
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Exp
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Em
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fess
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test
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loca
ted
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orth
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Incl
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tific
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stin
g fo
r:-
Cus
tom
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ervi
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all C
ente
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Offi
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Ent
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Cer
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Gen
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M
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Str
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Ret
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Bec
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mpl
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hem
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idin
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azar
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Dis
cipl
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Ter
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aras
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Wor
kpla
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anag
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and
Inve
stig
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exua
l Har
assm
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nd H
ow It
Affe
cts
You
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Man
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ppra
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Pro
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Man
agin
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onfli
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hang
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Enh
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Mor
ale
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Tea
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uild
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Thr
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Hum
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Le
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dam
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Mul
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T
he M
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and
Mag
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wle
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Man
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Con
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Wor
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igat
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Maz
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The
Fai
r La
bor
Sta
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A)
11. E
arni
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our
Pla
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Tab
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HR
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reat
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ppo
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epen
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Con
trac
tor
vs. E
mpl
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Dec
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13. M
anag
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Org
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hang
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HR
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reat
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ppor
tun
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the
21st
Cen
tury
14. M
onda
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orni
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p15
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tom
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ervi
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Em
ploy
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16. M
anag
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Cus
tom
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ervi
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rgan
izat
ions
17. H
ow to
Dea
l with
the
Pro
blem
Em
ploy
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an R
esou
rces
Roa
dtrip
–B
lind
Cur
ves,
Clo
sed
Roa
ds,
and
Oth
er H
azar
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f 200
919
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ders
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in T
urbu
lent
Tim
es: S
trat
egie
s fo
r S
urvi
ving
in a
n E
cono
mic
Dow
ntur
n20
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sons
Lea
rned
from
the
Top
10
Lead
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ip M
ista
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Que
stio
ns?
Que
stio
ns?
Con
tact
:C
onta
ct:
Mik
e O
verb
y, O
wne
rM
ike
Ove
rby,
Ow
ner
4070
N. B
eltli
ne R
d #1
2640
70 N
. Bel
tline
Rd
#126
Irvi
ng, T
X 7
5038
Ir
ving
, TX
750
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