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[November 20, 2003] Fortegra and ILS Team to Deliver High Value for Call Centers Fortegra and ILS Team to Deliver High Value For Call CentersCombined Consulting Services Improve Quality and Dramatically Reduce Cost of Call Center Workforce LYNCHBURG, Va. and AUSTIN, Texas (November 20, 2003) – Fortegra, Inc. today announced a partnering arrangement with Interim Leadership Solutions, Inc. (ILS) to deliver a unique and high value service offering to the call center industry. Recognizing the need to provide value to all stakeholders (customers, employees and business owners), Fortegra and ILS have developed services that are proven to deliver measurable results, which equate to significant reductions in operational cost while improving the quality of service delivered by customer care representatives. The combined services integrate Fortegra’s full suite of offerings in workforce and technology optimization, including its Performance Event & Coaching System (PECS), with the ILS Leadership Development Program, Management Operating System, and Just-in-Time Staffing Model. Tom O’Brien, ILS president, said, “Fortegra’s exceptional call center business and technology integration skills, along with the strong leadership-focused practice of ILS combine to make a perfect partnership. Our joint offerings provide a unique menu of solutions that deliver measurable economic benefit while improving customer service and employee loyalty.” “ILS’s services go beyond traditional consulting, in that they bring a unique and fresh perspective to improve call center performance,” said Kevin Chase, Fortegra’s principal responsible for customer contact services. “We’ve seen call centers encounter tremendous improvement in workforce productivity through our innovative management and coaching solutions. The value achieved from combining Fortegra’s PECS solution with ILS’s offerings is remarkable!” The combined offerings of Fortegra and ILS were recently implemented at a large Midwestern electric utility. Over two years, the solution led to a 30 percent increase in productivity, a 55 percent reduction in absenteeism, a 16 percentage point increase in customer satisfaction while shaving 23 seconds from the average handle time, and reduction of the workforce by 38 percent. About FortegraSM Like Iron Sharpening IronSM, Fortegra strengthens its clients as a provider of premier business and technology consulting services. Fortegra forms long-standing partnerships with its clients by leveraging its business knowledge and intimate understanding of each industry it serves with deep technical capabilities to deliver high-value solutions. Fortegra provides project and program management, business consulting and systems integration solutions for clients in the utilities/energy and healthcare industries. Their product expertise encompasses customer contact / call center solutions across all verticals as well as CIS/CRM, billing, field operations systems, and scheduling and settlement applications. More information is available at www.fortegra.com. About Interim Leadership Solutions (ILS) ILS clients expect measurable improvements in productivity, customer service, and employee loyalty during our call center consulting engagements. All ILS services are designed to deliver measurable improvements in clients’ call centers’ performance by focusing on leadership teams and management processes, and all ILS engagements are appropriately customized to each client’s unique environment and needs. Our value proposition is simple: Clients will get results; the results will be measurable and measured; productivity, customer service, and employee loyalty will improve. And results are guaranteed through value based pricing. Visit our web site at www.ils-consulting.com. For more information, contact: Lynaia Lutes (817) 226.4332 ext. 242 [email protected] – Iron Sharpening IronSM – |