Our investment in technology enables us to serve large scale clients and bring individualized service with each and every call. Investing significantly in technology and realizing its critical role was a natural for our team given the decades of experience in serving large scale clients in call centers throughout America. The resulting platform enables all our clients and all our services to be supported by three distinct technology solutions. We call them; KCG Contact, KCG Connect, and KCG Continuity. Our KCG Contact platform allows all customer contacts to be supported by advanced quality assurance tools, customized, branded scripting, and other critical information — all right at our team member’s desktop — to ensure the best possible customer interaction and results with each program we support. Our platform includes a Customized Workflow and Scripting tool that takes desktop design to the next level. Our team will build client-specific screens and unify the desktop environment to assist team members in serving customers. With each client program, we build customized, branded scripts or call guides to meet your individual program needs quickly and as part of our overall KCG Cares planning process. Over time, we can make changes to existing workflows, test them in a test environment and put them into production immediately or at a scheduled date. And we can set-up your program environment to reach multiple data points and applications in a single user interface, allowing our team members to access data more quickly, handle calls more efficiently, and provide a great customer experience. KCG Contact also includes a combination of Recording and Reporting tools for voice recordings, screen captures, and agent scoring. These combine to help our team manage quality assurance activities for verification, training, and quality control. In total, our platform allows us to see the agent screen, verify data completeness, evaluate agent workflows, rate team member performance, and ensure that scripts and best practices are being followed. Finally, KCG Contact also provides you with Campaign Specific Monitoring. By adding this option to a given campaign or ongoing program, you can dial in and listen directly to in-production calls for your specific campaign/program. Using a confidential password, our clients can dial in from anywhere — the office, their home, or even a hotel room. They listen to our team members perform their work, deploy their own internal quality assurance measures and/or use a third party quality assurance vendor to gauge our performance. KCG Connect is our customized telephony platform powered by Noble® Systems, one of our technology partners. Our advanced platform deployed in February 2009 gives us the industry’s most powerful outbound contact engine and integrated inbound call processing with complete tools to manage all of your customer contact needs. The platform provides a comprehensive customer interaction solution for the multimedia environment. To perform both sales and service programs, our platform has telephony and operational tools to manage blended inbound/outbound and multi-channel contacts. The platform enables us to fully customize our work and meet your requirements. Highlights of KCG Connect include: • Interactive Voice Response (IVR) - KCG Connect offers full support for IVR applications with intelligent routing and automated responses for callers in order to meet customers’ needs for instant information and rapid service 24 hours a day, 7 days a week. IVR technology enhances interaction with customers with fewer team member resources and lower costs for our clients. IVR can be used for customer self-service campaigns providing automated information, as well as for skills-based routing to direct customers to the best-qualified rep to meet their needs, improving customer satisfaction and first call resolution rates. • Blended Inbound & Outbound Contacts - Should your program requirements dictate inbound and outbound call support, our platform includes Blended Agent technology that turns our reps into ‘”universal agents” and provide a true “blended call” environment, with reps transitioning seamlessly between blended inbound and outbound contacts and campaigns based on availability and service level goals — without requiring them to manually change programs. Further, we have a Universal Queue that provides multi-channel blending, allowing KCG to manage all types of customer contacts in a single pipeline, using the same pool of trained and skilled reps that handle your program. • Virtual Messaging - Our automated Messenger gives you the ability to send information to your customers quickly. It may complement the live interaction work being performed by our team members or stand on its own. For example, special offers, service reminders, welcome messages, renewal notices, collection calls, time-sensitive announcements, and more can be handled through this automated outbound messaging system. • Real-time Reporting - KCG Connect brings our clients customized and meaningful reports to meet your needs. You’ll be able to analyze your program(s) and identify trends, successes or opportunities for improvement based on specific criteria such as team member, team, performance statistics, and campaign summary data. Your custom reports may include graphs, charts and database reports created from real-time information that make it easy for you to see performance statistics and results, and helps you make informed decisions. Statistics are available for both current and historical data, and can be displayed in both summary and detail views. During our KCG Cares planning process, you will be able to choose from a topic library of standard reporting topics on reps, inbound and outbound programs, call history and callbacks, campaigns, IVR, recordings, and lists. Or we can fully build custom reports with our query-by-example tools to provide you with the information you need to meet your goals. One of our core responsibilities is to ensure the stability and safety of your program, customer data and ensure uptime. KCG Continuity is our business continuity, disaster recovery and security protocol. As you consider Kavanaugh CallCenter Group, we will walk you through the protocol and our tools, including but not limited to; universal power supply (UPS), back-up power generation, high resolution digital camera system, and more. Further, in the worse case situation, we have disaster recovery options which can include deploying a back-up site with an identical platform to ensure business continuity for our team, our clients and their programs.

KCG Contact™ Supports all customer contacts with advanced quality assurance tools, customized, branded scripting, and other critical information at their desktop. KCG Connect™ Our advanced platform gives us the industry’s most powerful outbound contact engine and integrated inbound call processing with complete tools to manage all of your customer contact needs. KCG Continuity™ Our business continuity, disaster recovery and security protocol to ensure the stability and safety of your program, customer data and uptime.