IRT exists to help you better understand and connect with your customers. We see ourselves as a strategic partner rather than a vendor. We engage with select clients for whom we are confident we can add value.

IRT believes in establishing and maintaining long-term and high touch relationships. Well before a program is ever launched, we seek to understand your priorities as well as your relationships with your customers. We ask first - what do you want to accomplish? We will understand the drivers of your business and ROI requirements. These priorities will remain balanced with the program objectives throughout our engagement.

IRT seeks to model your corporate culture, and we customize our business to fit yours. We can take on the look and feel, not just the scripting. By taking the time to get to know you and your priorities, we can build a program that will achieve your goals, rather than squeezing them into a pre-existing system. We are flexible, responsive and easy to do business with.

As a partner, IRT is essentially an extension of your organization; essentially an external SBU. With this frame of mind, we find solutions and offer recommendations that we would want to see if we were the client. Our partnerships include finding ways to bring efficiencies and cost reductions. We're willing to sacrifice short-term gain for long-term growth. We understand the intricacies of managing a growing business and take on new accounts in manageable stages that we know can be successful.

Business is based on relationships. And building relationships is at the core of what we do at IRT, because of the value we place on people. We recognize and value the relationships we have not only with our clients, but also our internal staff. We also understand the importance of the relationships we foster and enhance between you and your customers.

IRT's team is talented. We are dedicated to what we do, and passionate about our work. Our management team represents over 150 years' combined industry experience, but we are always learning. We're engaged with and want to hear ideas from all levels of the organization.

Our team is on your team. We create a dedicated, proactive group of experts who maintain constant focus on the client's program, customers and the bottom line results that are important to their business. The single point of contact for the client is the Program Manager, the proactive manager of the business relationship, who has the authority to immediately address any and all items related to their program. Within the IRT organization, the Program Manager is the client, and advocates for the client within the Operations team.

Ultimately, however, the success of any program rests with the people who are in direct contact with your customers and prospects. IRT is committed to employing and retaining the best call center professionals in the business. We carefully recruit the right people, take the time to train them for success, pay them well, foster career development and growth, and provide an incentive package and culture that lets them know we appreciate the hard work they do each day on behalf of our clients. We work carefully with you to develop a customized agent profile which details the skill sets and personality traits that they know will yield the most successful candidates. We recruit for those qualities, and then subject the applicants to a series of tests, background checks and interviews.

You will also be deeply involved in the development of each program's customized training materials and curriculum. A dedicated trainer is assigned to each program and stays with the program even after the initial training is completed. We therefore are able to foster an environment of continual learning, where refresher, up-training and new skills verification are conducted throughout the life of the program. In 2001 we opened a state-of-the-art 6,000 square foot Human Resources and Development Center with multimedia training rooms for hands-on learning and program simulation.

Our Quality Assurance department operates with the goal of First Contact Resolution for all of our inbound programs. We are constantly evaluating our performance, raising the bar and redefining standards. Our QA staff and Supervisors each participate in an 8-week Coaching, Mentoring and Leadership training workshop - so coaches (in reality, anyone who gives feedback) are now also being certified, in addition to the agent certification we've always required.

Since monitoring is an integral component of Quality Assurance, IRT maintains an open door policy for remote client monitoring. You don't have to work with a third party to listen to the agents on your programs. Nor does IRT need to be notified when remote monitoring is conducted. On the other hand, we do expect your active participation for our weekly Calibration Sessions. Consistency and alignment between all parties determining call expectations is achieved by monitoring the program calls, changes and results. These sessions also allow for the opportunity to provide feedback and make suggestions to improve the overall results.

IRT's PDQ (Performance Development & Quality) group acts as internal consultants. The PDQ group helps Program Managers define their business units and what they want their teams to achieve. Our unique, scientific approach includes conducting behavior analysis and performance modeling. We've employed creative strategies such as using color, sound and rewards to affect behavior. Performance improvements can often be achieved without agents realizing how they're doing it.

Another key component of our Quality Assurance process is maintaining an environment where agents know they are part of your team. We recognize that enthusiastic agents can produce exceptional results. IRT uses a team-building model that provides positive recognition for individual contributions, ideas and suggestions. With ongoing programs such as our Pride in the Workplace and Rising Stars initiatives, we drive competition combined with creativity and program-aligned goals. These motivational tactics help us produce and retain a stronger, more productive workforce.

IRT was founded as a software developer for the call center industry. We developed the package DiverCTI, which is now known as Call Center Studio. Although we later sold the rights to Rockwell Electronic Commerce, we are committed to maintaining our technological edge. We employ state-of-the-art technology in our call center to make database marketing and CRM solutions easier to use for non-technical personnel and to offer you the very best results. Our alliance with Rockwell International allows us immediate access the latest software and hardware available to the call center industry.

Call Center Studio features interactive GUI based screens, rapid development of dynamic scripts and multiple data links. The software's open architecture allows us to integrate your legacy systems into our own transaction, customizing the script and transaction to flow exactly as if you were answering the call internally. The Call Center Studio transaction environment allows script and/or reporting changes to be made quickly. Program development and launch can be accomplished quickly and at less cost without sacrificing quality.

In 1999, IRT introduced our Rapid Cycle Testing™ Laboratory. This unique, scientific approach allows for the rapid set-up, testing and analysis of multiple scripts, scenarios and program concepts in a real-time, live-agent setting. Combining sophisticated database management, scripting and call handling software with focus groups, reporting and analysis, Rapid Cycle Testingä provides quantifiable results that maximize the performance and profitability of customer contact programs.

In 2000, IRT created a Vice President of Emerging Technologies position so that we may dedicate resources to the understanding and defining the future of our industry and continue building relationships with the other technical industry leaders. This vital addition to the IRT team enables us to gain access to the systems and technology required to quickly and economically customize a best in breed solution for you and your customers, taking into account your specific goals and needs.

Our former company, RightForce, is an award-winning provider of workforce management solutions across the entire spectrum of multi-channel applications including voice, email, web and enterprise activity. Their workforce management suite provides critical tools to help multi-channel contact centers such as IRT forecast and schedule employees to help reduce labor costs, empower employees and enhance customer service.

IRT closes the loop from a performance standpoint with customized, robust reporting. We can design report formats and measurements based on each client's needs. IRT reports can be extremely extensive combining not only Call Center Studio information but also information from the ACD and third party databases. Since all call data is captured in an Oracle database, the ACD and transactional data can be broken down by any number of criteria (i.e., by disposition, by agent, by time of day, etc.). Additionally, IRT preprograms all reporting based on your specifications to ensure the integrity of the data. IRT employs a team of Business Intelligence Analysts to design, generate, verify and analyze reports, which will be delivered electronically to you through a number of secured channels including email, FTP and mobile devices - just to name a few.

Although any teleservices outsourcer can claim to be the best of the bunch, IRT realizes that we are graded on what we do, not what we say. We deliver performance. In short, IRT's success lies in our ability to marry a client-centric, partnership philosophy with a highly talented team supported by leading edge technology. We look forward to showing you the results that IRT - a Call Center with a Difference, can produce for you.