Third Party Verification Operations Overview

TrustedTPV, has been providing third party verification services to the energy industry since 2009. Third Party Verification is our sole focus our only business.

Senior Management
TrustedTPV’s senior management team has been in the verification business for over 17 years. Larry Leikin, VP Sales, spent time at MCI and SkyTel – before co-founding VoiceLog, one of the first third party verification providers. Leikin grew the business to a revenue level over $10MM/year before selling it to a publicly-held company in 2006. After starting two other companies and taking a required time out from the industry, Leikin co-founded TrustedTPV. Larry is well-known in the industry and has experience providing TPV services to clients in the Fortune 500 as well as to small and medium-sized providers.

Samuel Asher, CTO of TrustedTPV, has over 30 years of direct experience in telecommunications, from developing software for one of the first fully digital class 4 toll switches to building complex applications that integrate mobile, voice, web, and multiple data sources. Beyond his direct experience as a software engineer and project manager, Sam is known for his ability to lead and motivate technical teams to offer his clients innovative, cost effective solutions that capture their underlying business value. Sam’s team developed one of the earliest automated and live-operator third party verification systems. Sam holds a BA in Computer Science from the University of Rochester and the Eastman School of Music.

TrustedTPV’s majority owner is Sherry Leikin, also an industry vendor. Sherry was instrumental in the start of VoiceLog and played a key role in the company’s growth along the way. At TrustedTPV, she is responsible for overall company strategy and client relations. TrustedTPV is a woman-owned company.

Company Overview 

TrustedTPV currently verifies over 11K transactions per day - the majority of them from the energy industry. Live operator services account for approximately 15-20% of that total, and is the faster growing part of our business. TrustedTPV was formed in September of 2009 by three industry veterans with the idea of creating a new type of verification company. A company that has the best technology, the most redundant networks, live operators who understand that their only job is to verify good sales, and a culture from top to bottom that is focused on one thing – helping our customers succeed in the hyper-competitive deregulated energy market. We understand a very basic business axiom; we’re in the transaction business and we only make money when you’re happy and when you’re verifying orders.

Architectural Overview 

TrustedTPV’s technical infrastructure is developed on TelSO, a highly redundant multi-homed Interactive Voice Response system that has been scaled, hardened and continuously improved over 12 years and 75 MM calls of use. TelSO has database, web, call processing, and support servers based in 4 geographically diverse hosting locations. Each hosting facility is collocated in one of four national telephone carrier’s switch locations. These facilities offer 24x7 security, diverse power, diverse internet, and diverse call paths, along with battery and generator backup power. All primary systems are replicated. Backups of critical systems are performed continuously.

TelSO’s call processing, text messaging and audio storage facilities are easily scalable. They currently support approximately 1,100 concurrent calls over both PRI and VoIP, over 1,000 SMS text messages per minute, and contain approximately 20 Terabytes for audio storage. TelSO’s underlying database is a redundant Oracle system in a master-slave failover configuration, with a tertiary system used as an additional failsafe backup. For further resiliency, each of TelSO’s over 20 call processing servers contain a local database which allows them to operate even if internet communication is imperfect between the multiple data centers. All systems run the Linux operating system in a secure mode behind Cisco firewalls

Live Operator Platform

Third Party Verification utilizing a live-operator service bureau follows a process usually dictated, and always approved by the customer. In one of its more complex instantiations, a call arrives to the IVR when a sales agent has completed a sale and requires TPV to verify the sale. The Agent is prompted for some information by an automated script, such as their own Representative ID number and the customer’s identifying data, e.g., their “billing telephone number” (BTN), even with gas & electric utility customers.

The customer’s ID is then compared against a database of valid sales leads, either via the Internet (perhaps with a REST-like or SOAP transaction) or against a lead file that is periodically updated. When the customer and Agent have been validated, the IVR makes an outbound call to one of two live operator bureau (more on this later). Stored somewhere inside that call, either in the CallerID or in packetized VoIP info, is a transaction number enabling the live-op PBX both to direct the call to a free agent as well as “Pop-Up” a window on that agent’s computer.

The window that pops up is actually part of a web & database application running under TelSO. This application prompts the live TPV agent with the properly worded questions for the particular plan being sold and allows the agent to key in the customer’s responses. TelSO tracks the time for all the major events in the process, including the time the call first arrives from the sales rep, the time for the sales rep to key in the data, the time that the liver operator call center is called, the time that the TPV agent starts processing the call, the time the call completes, and the time the TPV agent submits the verification over the web. Maintaining this information allows TelSO to provide detailed statistics, such as queue time, average handling time, and post-process recording time. 

The audio interaction between all the parties is recorded and stored along with the digital responses keyed in by the agents. The recording is optionally copied to the customer’s storage site, usually via FTP, although options are available for DVDs.
All TPV records are then collated, daily and monthly, into reports for the customer.

Call Center Redundancy

TelSO is currently being upgraded with a unique method to enable the use of multiple redundant liver operator service bureaus. It is the first such system to offer this level of reliability in third party verification. The system will load balance by a defined percentage of calls, and will adapt, dynamically, to a single call center failure, by shifting calls to the remaining call center. This major reliability improvement is scheduled to be deployed by the end of August 2012 

To make the most of this redundancy, TrustedTPV uses two call centers - in two different states. All of the primary technology, including scripting, reporting, IVR services, call recording and customer setup happen at our primary technology facility in Rochester, NY. This setup allows us to route calls from one center to another, and in the unlikely event of a disruption at one center, we can transfer all calls to the other. TPV reps in our call centers enter customer data into a script/screen that is coming from Rochester. All data is collected and sent to clients real-time. Audio is batched at night when bandwidth requirements are lower. TPV reps can access customer data through your web service or through ours.

TrustedTPV Call Centers

Call Center 1 - 
100 current stations - ability to add capacity quickly 
Call Center 2 - : 55 Current Stations - ability to add capacity quickly
Features :
• ACD /Predictive Dialers – Call center 1 - Five9’s / Call Center 2 - Proprietary ACD
• Redundant Fiber Backbone
• Multiple Egress Points
• Multiple Telecommunications Providers
• On Site Data Back Up
• Off Site Data Storage
• Disaster Recovery Plan
• Secured Access Buildings
• Surveillance Monitoring
• Remote Monitoring
• Lead Management
• DNC Compliance
• Maximum ratio of 10-1 of verifiers to supervisors

The Sales Operations Manager that trains for on-boarding (systems/ best practices), manages the Performance programs, and any required formal Performance Improvement Plans. TrustedTPV’s managers understand the nuances of the energy sector and they’re trained in how to deliver the best service to both your sales rep in addition to the customer. The Director of Call Center operations works with dedicated Project Managers from both centers for each of our programs to develop, maintain, and update the program materials, training materials, and success criteria for the TSRs. DCC also works with Team Leads for hands-on sales management during each shift, and for each program to ensure timely verification management, and any immediate corrective action as required. The Call Center Director also works closely with IT to ensure that systems are running at 100% 

Call Center Hiring 
TrustedTPV strives to recruit, hire, and retain the best personnel with the correct experience and skill set for our corporate goals. We then employ processes of workforce management by applying coaching, mentoring, quality assurance, nesting and continuing education with the purpose of developing a highly skilled talent pool of agents trained to retain and add to your customer base, while avoiding complaints. 

As an equal opportunity employer, we make hiring decisions based on an individual’s skills and relevant experience. We recruit through such traditional avenues as print and radio media, job fairs, postings on college campuses, employment agencies, and government and social agencies. We have an employee referral program, whereby current employees are rewarded for referring a new employee. We also recruit through the Internet, posting employment opportunities on popular websites designed for this purpose, such as CareerBuilder.com or Monster.com.

TrustedTPV utilizes the following process once a candidate is interested in applying for a position:
Application and Initial Screening
• Applicant applies online or via telephone. Recruiting Interview: Recruiter uses an Interview Guide, that encompass personality attributes, behavioral based question and competency based questions.

Applicant Test:
• TrustedTPV verification oriented skill-based testing including typing, computer testing, problem solving, call “role play” and any other client mandated testing.

Test Scoring:
• Recruiter interview and skill testing scores are examined and calculated for an overall stack ranking.

Secondary Interview:
Applicant is then scheduled for second interview with operations.

Final Step:
When an applicant has passed through steps 1 to 5, a background check is submitted; and then verification of job history and references. Upon successful completion of steps 1 through 6, the applicant is extended an offer. Upon hire, TrustedTPV specializes in developing high-quality, performance-driven programs based on client specifications. We work diligently with our clients to develop and customize a training program curriculum to correspond with the training criteria and specific verification goals.

Retention 
We retain our employees through aggressive training and post training support. Providing subject matter experts, TO's, floor supervisors, project managers, and engineers to assist in the sales process as well as emphasize taking a smile and dial approach to the sales floor keeps the team highly motivated. 
Incentives programs are run daily, weekly, and monthly to get the employees to buy into being part of the team. TrustedTPV also takes a proactive approach to hiring and have a deep pool of applicants to select from. Both of our call centers are located in areas with abundant, high quality employees.

Hiring Practices

    • Realistic job preview
    • Behavioral interviews with standard rating scales & calibrated results
    • Screening for common reasons for attrition

Employee Compensation and Benefits

    • Performance based salary reviews & incentives
    • Promotion-from-within policy
    • Referral bonuses
    • Loyalty programs for anniversaries

Employee Communication

    • Regular staff meetings
    • Regular coaching sessions
    • Open-door management policy

Skills Verification and Agent Testing

Support professionals are tested throughout the New Hire Training Program to gauge successful transfer of knowledge

Successful Participants will have

    • Scored no less than 90 percent on all training evaluations
    • Demonstrated proficiency in handling calls via a simulated situational exercise
    • Attended all training
    • Demonstrated Core Skill Requirements
    • New hires that graduate to production are monitored and coached extensively (four calls per week) for 60 days in duration

Trainers continue to work with their classes in a one-week nesting environment after completing new hire training

Client Portal 
TrustedTPV’s new portal can be viewed at webreview.samasher.com. Please note that this site is a demo site only. The login is demo and the password is tpv. 

SCRIPTING 

TrustedTPV’s scripting capability exists to allow clients to make changes to their verification script on their own, through our scripting portal. Changes are limited to those that won’t alter the basic outline of the script. Questions cannot be added or deleted at this time, but pricing, terms, changes in regulatory working can all be changed at client’s discretion. 

AUDIO TRANSFER 

Most clients elect to have a copy of their verifications sent to them electronically on a nightly basis. Recordings are sent in an .mp3 format and the file name can take any combination of the date, time, account number, phone number or confirmation number. 
TrustedTPV saves all client audio for two years from the date of the recording. Recordings are backed up and stored in a separate location. Access is easy and intuitive through our client web portal.



Contact TrustedTPV for assistance