Introduction. Briefly introduce yourself and your colleagues. Describe the products or services your company provides at a high level.

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2 Briefly introduce yourself and your colleagues. Describe the products or services your company provides at a high level. Example: Trey Research offers complete solutions for strategic market planning, from global business intelligence reports to targeted market analysis. Introduction

3 Once you get to the apply page,you must fill out form and continue to admission process.

4 State the customer s needs and requirements as you understand them. Example: Contoso, Ltd. has several new products in research and development that are scheduled to go to market in FY [Date]. Now is the time: to identify the target market for these products. to understand how to best brand and position them. to identify competitors and benchmark their success. Also consider ongoing support to help you respond to changes in your market. Business Opportunities

5 List the products or services your company provides that will help the customer achieve their objectives. Market entry strategies Example: Using a variety of research methodologies, Trey Research can provide support in the following areas: Market analysis, review, and monitoring Competitive intelligence data Product and brand launch Our Products and Services

6 Point out financial benefits to the customer. Compare costs of your product or service with one or more competitors. Custom Research Service Trey Research Cost* Company A Cost* Market entry analysis X X Industry benchmarking X X Pricing and brand analysis Forecasting and planning X X Subscription Research Service Consumer industry market reports Online global business intelligence database X X X X X X X X Cost Comparison * Cost of custom research service depends on project scope

7 Durable goods Global Data Finance Foods Consumer Goods and Services Electronics Trends Research Network Benchmarking B2B Services Industry and Technology Markets Media Healthcare Brand intelligence Trade Machinery Our Strengths

8 Summarize the key benefits provided by the product or service you are promoting. Example: Investment in market research is an investment in your product s success! Know your customer Know your competition Timing is everything Track and adjust Key Benefits of Product or Service

9 Outline the next steps for ordering or purchasing your products or services. Example: To commission research from Trey Research: Define the project First, we ll meet with you to define your project. Submit a research proposal Then, we ll submit a proposal for your evaluation. Begin the research When the proposal is approved, we will assemble an experienced team to conduct your research and analyze the findings. Provide ongoing support We will continue to work with you after we deliver your report so you get the most value out of the research findings. Next Steps

10 Provide contact information for key personnel from your company. Provide and Web site information, if appropriate. Contact Information

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18 Page 2 : Page 3 : Page 4 : Page 5 : Page 6-7: Page 8 : Page 9 : Page 10: Page 11-12: Page 13: Opportunity at a Glance Client Overview What to Expect Testimonial(s) Service Details and Qualifications Servicing Information Certification Course Details Program Equipment Requirements Metrics Service Level Requirements Policies 1

19 Opportunity at-a-glance Comcast Billing & Repair Program Customer Service Sales Service Revenue Average Per Interval $6.00 ($12 per hour) Base Rate Per Interval $5.50 ($11.00 per hour) Top Performing Companies Can Earn $7.25 per interval ($14.50 per hour) Average Range $ $7.00 per interval ($ $14 per hour) Service Intervals Average 30 interval (15 hour) SOW 15 intervals (7.5 hours) required on a Saturday, Sunday and/or Monday Intervals Available* 8:00am 12:00pm EST 5:00pm 10:00pm EST 365 days per year/7 days a week *Subject to change based on client needs. Equipment At-a-Glance Windows 7(32 & 64 bit), Windows 8, 8.1 and Windows 10 A second monitor is found to be beneficial for this program Noise cancelling headset Not Supported: Windows XP Windows Vista Windows 2000 Additional Information This Opportunity Announcement (OA) is a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in the applicable Statement of Work (SOW). Each SOW should be thoroughly reviewed prior to its execution. In the event of a conflict between the OA and the SOW, the terms of the SOW will govern. Arise recommends a thorough review of all policies prior to enrolling in the certification course. Course Cost - $49 Certification Duration 6/19/2017-8/14/20147 Class Times Offered Certification Overview 8:00 AM 12:00 PM ET 10:00 AM 2:00 PM ET OR 7:00 PM 11:00 PM ET 6:00 PM 10:00 PM ET Certification Completion Criteria Complete and pass a pre-enrollment assessment Pass all quizzes and exams with a score of 90% or higher Provide a notarized Affidavit of Identification with Photo ID 2

20 Client Overview Comcast Cable is one of the nation's largest video, highspeed Internet and phone providers to residential customers under the XFINITY brand and also provides these services to businesses. 3

21 What to Expect The scope of services and the kinds of tasks your company can expect to handle on a daily basis: Assist Comcast customers with billing or video technical repair inquiries Review, analyze and respond to customers billing inquiries Listen For Yourself! Sample call #1: Sample call #2: Resolve customers open issues or questions Troubleshoot technical issues Determine business offerings that the customer does not currently have and make the appropriate sales offer to upgrade and add on to their service Strive to resolve technical issues on the first call Knowledge of Comcast processes and policies Build trust and rapport with the Comcast customer through clear, respectful interaction Understand client call flow Always strive to ensure First Call Resolution (FCR) and complete Customer Satisfaction (VOC). Correctly code the sale accurately and completely for the installer 4

22 Find Out What s Great About Servicing Comcast! Being one of the first servicing CSP and PF on the Comcast program was a really big deal for me. It was the opportunity to shine and help grow and build the Comcast footprint not only with Arise but also to show Comcast how great it was to partner with Arise. While has been difficult and still is, I love to see the light bulb moments in some of the new CSPs when they finally are able to put together using their tools, following the call flow and most importantly how easy transitioning to a sale is. I love celebrating with them when they get sales or high survey scores. It's kind of the proud father moment when his child rides the bike without training wheels for the first time. Paul Glenn II, CEO 3rd Gen Productions and Design LLC 5

23 Service Details and Qualifications To be considered for this opportunity, call center companies and their representatives are required to be familiar with Comcast s product offerings. It s a plus if you also have a good working knowledge of high speed internet, digital phone and cable services. Call center companies DO NOT QUALIFY to participate this program if any of the following applies to the business owner or designated agent participating in the opportunity. Was designated agent servicing under one or more SOWs that were terminated for cause. Dropped from enrolled status in a program opportunity less than 8 weeks before expressing interest in this program opportunity. Is currently employed by Comcast or another telecom company. Dropped and/or failed any certification course within the past 60 days. Dropped from/or contracted in a previous Comcast Program certification course. 6

24 Additional Background Check and Drug Screening Required Some client programs require additional screenings. For this opportunity, the background checks and drug screenings must be completed and passed before the certification course begins. Failure to do so may result in your company s IBO/CSP being dropped from the opportunity and no refunds will be given to your company. The background check step will be presented to the enrollee upon processing the course payment. The background check and drug screening will be done at no cost to your company or your agents. Both must be completed and passed before the certification course begins. Failure to completed both the background check and drug screening within the allotted time period will result in a drop from the opportunity and no refunds will be given. Independent Business Owners or designated Client Support Professionals that have completed and PASSED the Drug Screening process for one of the following programs within the last 6 months will not have to repeat the process for the Comcast Program. Interactions MD Live Carnival Program TXU For questions regarding this exemption please contact: Please direct your companies initial inquiries to the Arise Virtual Assistant ( AVA ) for quick self-service responses. AVA can be accessed via the portal under the Support tab. AVA offers live chat support as available for unanswered questions. Thank you for using the Arise Platform. 7

25 Servicing Information This is a year round opportunity!

26 Certification Course Details Certification Duration 06/19/2017 8/14/2017 Start Earning Service Revenue 7/7/2017 Phase 1 6/19/2017 7/7/2017 Instructor Lead elearning Classroom and self-paced work 4 hours per day instructor-led sessions Self-paced modules and assessments should be completed daily Complete exams scoring 85% or higher Phase 2 7/10/2017 8/14/2017 Start Earning Revenue! Blended Classroom & Call Taking Continue elearning while generating revenue taking your first calls! 2 hours per day instructor-led classroom sessions 1-2 hours per day taking calls at specified time 100% attendance to classroom sessions 10 hours per week of service time within designated timeframes Affidavit of Identification Provide a completed notarized affidavit of identification and Photo ID. Failure to provide the completed affidavit will delay certification and prevent Arise from offering your company a Statement of Work to service the program. Click on the link to access the Affidavit of Identification: Affidavit of Identification Once completed, submit this form to AriseAffidavitOfIdentification@arise.com Classes Are Held Monday thru Friday EST Select which class time to participate in, (only one). Class Times Offered 8:00 AM 12:00 PM ET 10:00 AM 2:00 PM ET OR 7:00 PM 11:00 PM ET 6:00 PM 10:00 PM ET Self-paced content is also provided for completion in between class sessions. Certification Completion Criteria Pre-Course Work To be completed before the first day of class. Complete Power Up with Comcast Learners will need to complete an assessment before enrolling in the course To Be Completed on Day 4 of Class Attend log-on party Provide a completed notarized affidavit of identification with photo ID Complete and pass a pre-enrollment assessment Pass all quizzes and exams with a score of 90% or higher Provide a notarized Affidavit of Identification with Photo ID 9

27 Program Equipment Requirements Monitor display of (non-widescreen) or (widescreen) are required. CPU - Intel: Intel(R) Core(TM)2 Duo CPU 2.53GHz or Greater or AMD: Athlon 64 X Dual core 2.5 Ghz or better Only PCs with Windows 7 (32 or 64 bit), Window 8, Windows 8.1 and Window 10 are Required. Stable high - speed Internet connection with minimum of 6 mbps download speed and 4 mbps upload speed. Faster speeds are highly recommended. Arise Secure Desktop (ASD) Requirements, included minimum 4 GB of RAM, This program requires use of the Arise Secured Desktop (ASD). The ASD is a piece of computer hardware that securely connects your computer system to the client s system. A second monitor is found to be beneficial for this program AVG/VoIP Phone Requirements Additional requirements may be found in the Arise Systems and Equipment Policy Arise Secure Desktop (ASD) This program requires use of the Arise Secured Desktop (ASD). The ASD is a piece of computer hardware that securely connects your computer system to the client s system. If your system includes one of the following, you will not be able to use the ASD: Any All-In One type computer. These are models in which the computer & monitor are all one piece Only Computers Intel: Intel(R) Core(TM)2 Duo CPU 2.53GHz or Greater or AMD: Athlon 64 X CPU will successfully work with the ASD Any Bluetooth wireless keyboard and mouse Less than a 2.5GHZ CPU unit Less than 4 Gigabytes of Ram VOIP phone lines Network Latency Max of 150 MS Not Supported: Windows XP, Windows Vista, Windows

28 Metrics: Service Level Requirements Service level requirements vary. Final service level requirements will be provided in the SOW. Service Level Requirements Commitment Adherence (CA) 90% Average Handle Time (AHT) > 400 seconds < 620 seconds Avoidable Truck Roll (ATR) <8.90% FCR (First Call Resolution) 80% Voice of Customer (VOC) > 80% Failure of the business owner/agent to meet one or more of the service level requirements is a breach of the contractual requirements of the SOW and may result in immediate termination of the SOW by Arise. In addition, the certification will be subject to revocation. The service level requirements may be modified from time to time upon commercially reasonable notice to the business. * Subject to change. 11

29 REWARD METRICS Metrics: STAR Performance** STAR Performance for the Comcast program is simple! 1 Star 2 Star 3 Star Intervals Serviced Voice of the Customer (VOC) Avoidable Truck Roll (ATR) 80% % 86% % > 90% 8.90%-7.91% 7.90%-6.51% < 6.50% Pre-select Bid Category Silver Gold Platinum 12

30 Log-in codes are confidential, user specific and will only be generated for confirmed course attendees To confirm a company s intent to attend, Arise will be contacting the named call center owner or their agent registered to attend the certification course a minimum of 10 business days prior to the start of class. Failure to confirm your company s intent to attend will result in a delay of codes and may result in either removal from the course or placement into an alternate course. Please make every effort to provide a timely response. Commitment Adherence is critical to this program. Companies are responsible for ensuring that their agents service all intervals that have been accepted in StarMatic. See Sample Statement of Work DISCLAIMER This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of the SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course. Click HERE to view policies. 13