Tarp :: Release the Profit of Interaction

ovation suite™ of services

TARP Worldwide Bolsters Practices Division to
Support Global 2000 Customer Services Initiatives
Enhanced Ovation Suite™ of Services Offers Innovative Solutions to Release the Profit of Interaction

Arlington, VA, May 15, 2006 — TARP Worldwide, Inc., a 35-year leader in customer experience research and services, today launched the Ovation Suite™ of services, which are specifically designed to help companies train and motivate service agents to enhance the customer experience and obtain profit from every interaction. Available immediately, this enhanced suite of services has been built under the Practices Division of TARP with a focus on increasing the efficiency of corporate contact centers to improve customer satisfaction.

The Practices Division, led by senior vice president Crystal Collier, uses a variety of tools to strengthen corporate front lines by creating enthusiasm, performance improvement and brand-aligned service to ensure that each instance of customer contact is maximized. The division’s offerings include workforce motivation strategies, customer interaction training and innovative communication solutions.

“Contact center employees are the first touch to the customer and can make or break the customer experience. Outsourcing initiatives are resulting in negative customer interactions because the proper training and corporate support is lacking,” said Collier. “Whether outsourcing or in-sourcing, training, motivation and support from headquarter executives is key to ensuring that contact center employees best represent the company’s brand by extending quality service during each and every interaction.”

The Ovation Suite™ of services is comprised of three groups, each containing an array of solutions designed to release the profit of interaction. Services include:

Fanfare™ - Workforce Motivation Strategies support the maxim that employee satisfaction leads to customer satisfaction. The programs include internal PR campaigns, performance booster contests, compliance promotion, moral booster campaigns and partner performance.

Perfect Pitch™ - Customer Interaction Training Series geared towards driving performance. Training programs include mastering the interaction, customer profile training, product promotion, cultural training for off-shore employees and effective coaching techniques.

Harmony™ - Innovative Contact Center Solutions provides unique applications and programs to help companies create efficiencies and improve effectiveness in their contact centers. Solutions range from full-scale contact center consolidation analysis and execution to development of a communication infrastructure in an individual contact center. TARP’s services also include providing in-sourcing assessments, a new practice that allows companies to share contact centers and available capacity.

Dennis Gonier, CEO of TARP Worldwide, says of in-sourcing, “American businesses are facing a tough challenge of investing time and energy into training contact center employees with the temptation of lower-cost off-shoring. Sadly, this off-shoring model often equates to a loss in brand-trust, decreased customer loyalty and overall dissatisfaction with the American customer service experience. Our Practices Division is tasked with helping American businesses realize the financial opportunities of innovative in-sourcing that turns customer interactions into profit.”

Additionally, the Practices Division has strengthened its group with two new members to support the enhanced programs. Christine Ju joins the team as Group Director with more than 10 years experience specializing in leveraging contact center resources to improve customer interactions. Ju is supported by James Morton, Senior Manager, who brings extensive experience in developing strategic internal marketing programs to maximize employee effectiveness.

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About TARP
TARP Worldwide, Inc. leverages a 35-year heritage as a leader and innovator in the measurement of customer satisfaction and loyalty for Global 2000 companies, the White House, and federal agencies. Over the years, the company has developed the most sophisticated economic models to provide organizations with comprehensive insight into customer performance. These models have resulted in increased customer loyalty and corporate profitability for companies in industries including automotive, financial services, government, healthcare, retail, and telecommunications. For more information visit www.tarp.com.