Looking for the best after-hours, 24/7 travel agency call center service?

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1 Looking for the best after-hours, 24/7 travel agency call center service? Consistent professionalism that represents your business exactly the way YOU want it represented The latest technology to support your business Billing only for services that you actually receive Transparency in your monthly invoice Quality assurance If so, then call us. Anytime. Our Services Core Service: 24/7 travel agent assistance in modifying and/or creating new reservations for air, hotel, car, limo and rail. Each client agency provides call handling instructions in a profile maintained by Reservation Center (ResCntr). Our agents are then trained to comply with your call handling instructions consistently and professionally. Itineraries: We itineraries to the first address listed in the traveler s PNR. Ticketing: ResCntr s Ticketing Department facilitates electronic and paper tickets, as well as prepaids and exchanges. ROAM Service: (ResCntr Online Agency Monitoring) We monitor travel agency online ticketing queues on an hourly basis and when an itinerary scheduled for ticketing is identified, it is automatically processed on the client agency s behalf. Reporting: ResCntr s proprietary CallTrak system provides password-protected, detailed activity reporting. Reports are available to all clients online 24/7 throughout the month at no additional charge. 800 Numbers: Toll-free Personal Touch 800 numbers with customized call answering are available to all customers at no extra charge. ResCntr provides global toll-free coverage for your clients from almost any location in the world. Time-of-Day Call Routing: We answer your agency s calls during any time of day you specify, answering the phone as if we were working in your office. Toll-free: Our Heritage Reservation Center is the original 24/7 global emergency travel assistance provider. We ve assisted travel agencies in providing after-hours and overflow call services for over 32 years, longer than any of our competitors. Our Value We provide our transparent call center services to both U.S. and Canadian based travel agencies. ResCntr allows your travel agency the ability to provide daily 24 hour service, without the headache and expense of having to staff up yourselves. We answer the phone on your behalf, using your agency name, assisting your clients by utilizing client profiles from your database, and using your GDS pseudo city codes so that your agency retains all GDS segment credits. We provide professionally monitored and managed call center capabilities, facilitating your travel agency business whenever you require assistance. We manage your account and your clients with demonstrated integrity. ResCntr provides seamless interaction with your clients, representing your agency in a professional manner. We proudly operate as a trusted extension of your agency. Allow us to introduce you to the peace of mind that comes with being a satisfied Reservation Center client.

2 Reservation Center should be the after-hours, 24/7 call center service for your travel agency business. Our People ResCntr has made a significant investment in hiring qualified, experienced travel agents to assist your clients. On average, each travel agent has over nine years of travel agency experience. Before hiring a travel agent, ResCntr tests for a demonstrated working knowledge on a minimum of two GDS s and a willingness to be trained on the other two. In order to ensure that our travel agents are kept current on GDS enhancements, we provide ongoing recurrent training. To assist with identifying training needs, our Training Department monitors all ResCntr agents for Quality Control purposes. This allows us to review agent conversations, thereby assisting us in our training efforts and in ensuring that your clients are treated in a professional, caring manner on a consistent basis. Lastly, our experienced Management team has over 50 years of combined experience in the 24/7 call center environment. Our Pricing ResCntr s unbundled pricing is clear and concise. We charge a nominal monthly membership fee and then only charge your agency on a per transaction basis. You only pay for the calls your clients make and the tickets we process. Unlike doing business with some of our competitors, who only offer package deals, our travel agency clients aren t required to pay for services that they aren t using. It s a pricing structure that is fair to you and to us. What our clients are saying This weekend, I had the pleasure of having my valued client speak to one of your reservation agents...with endless energy, she resolved the situation, called the client, hotel, airline and myself, until the client was satisfied. An example of excellent service. Teri Axel Herrick Travel/Amex A client of mine asked me to contact you... He had to change his flight from overseas, so he called our after hours service and was very pleased. For him to be impressed, she must have really made an impression! Beth Vogel Travel Solutions Our Commitment ResCntr fully understands that when our clients chose us to service their travelers after-hours needs, they are placing their reputations in our hands. We take that responsibility seriously. We have invested in the best technology and the most professional staff our industry has to offer. We are committed to building long-term relationships with our clients by offering their travelers dependable, caring service whenever and for whatever reason they call. We ve built our reputation by taking care of our clients and their travelers for over 32 years and will continue to do so. Allow us to introduce you to the peace of mind that comes with being a satisfied Reservation Center client. Call us. Anytime. Toll-free:

3 Reservation Center Call Center Services 2007 Highlights Who we are As the initial provider of 24/7 after-hours call center support to the travel agency community, RCI has a history of over 30 years providing service to travelers in need when their agencies are not available. Our team of 50 experienced professionals serves approximately 500 domestic, Canadian and international travel agencies and handles about 250,000 traveler requests for assistance each year. Our Operations management team is proud of its 50 plus years of travel industry experience and our pool of Lead Agents, Res Agents and Ticketing Agents averages over nine years of agency experience. Headquartered in Agoura Hills, California, our agent workforce is primarily made up of Work at Home Agents located throughout the U.S. What we ve been working on During the last eighteen months, infrastructure needs were identified and addressed and significant investments have been made. Technology advances included the purchase of Aspect s 9.1 Automated Call Distributor, upgraded Citrix hardware and software, and, most recently, installation of Aspect s state-of-theart AQM digital voice recording equipment. Total investment: over $400,000. The size of our Training Department was increased and its initial on-site and subsequent onthe-job training curriculum was improved and expanded. Staffing levels were increased with five training classes of agents graduated during the past eighteen months. What we ve achieved Throughout 2006, our Agent Accuracy Rates averaged 99.9%. During the past six months, our overall ASA has come in at about 70 seconds; excluding a very challenging February, the average was under 55 seconds. In response to client requests, we recently offered agencies the opportunity to have us process their service fees. What s in the planning stages Continued emphasis on staffing to the level that allows us to consistently meet and exceed client expectations. Thoughtful consideration of offering additional services, such as a VIP/Elite Desk and an International Rate Desk.

4 Reservation Center Call Center Services 2007 Client Survey In January 2007, Reservation Center conducted a benchmark customer satisfaction survey. Below is a summary of the survey results which presents some valuable client profile data. We chose to share complete survey results, which reflect all areas of strength as well as areas in which we are committed to increasing our performance level Client Survey Responses: 1. What are your agency s approximate ticket sales? $1-5 Million 58% $11-20 Million 11% Over $50 Million 1% $6-10 Million 21% $21-50 Million 9% 2. What is the approximate % split of your business between leisure and corporate travel? Leisure 43% Corporate 58% 3. Does your agency currently utilize an online booking tool? Yes 56% No 44% 4. Does your agency plan on using an online booking tool in the next year? Yes 71% No 29% 5. Ratings of Service (5=most favorable, 1=least favorable) Ratings Speed of Answering Phone Agent Accuracy Friendly Customer Care and Caring Follow-Up Service 6. Ratings of Interest (5=very interested, 1=not interested) Improvement in Past Year Competitive Pricing Range of Services Offered 5 15% 13% 29% 19% 11% 9% 13% 4 36% 41% 34% 30% 42% 32% 54% 3 35% 26% 28% 19% 25% 31% 25% 2 12% 14% 7% 19% 14% 19% 7% 1 2% 6% 2% 13% 8% 9% 1% Ratings High Profile VIP Desk International Rate Desk Preferential Call Response Biasing 5 19% 14% 18% 4 26% 15% 28% 3 28% 25% 33% 2 10% 17% 6% 1 17% 29% 15% As part of our commitment to our clients, each agency that also submitted written comments was contacted by a Reservation Center manager for follow up. We look forward to repeating our Client Survey annually and experiencing continued improvement and ongoing success.

5 Reservation Center Standard Pricing Services included as standard: Personalized Custom-answered Toll-free Number with VIT Code Recognition CallTrak Reporting ed Itineraries Airline Ticket Voiding Service Fee Processing Calls per Month Over 500 One-time Set-up Fee (per Location) $100 $100 $100 Monthly Membership Fees Main Location $50 $50 $50 Branch Location (1) $25 $25 $25 Transaction Fees Domestic Call (2) $15 $14 $13 International Call Surcharge $15 $15 $15 Referral Calls (3) N/C N/C N/C Ticketing Fees Tickets (4) $10 $10 $10 Prepaids $20 $20 $20 Exchanges $20 $20 $20 Exchanges Requiring T.A. follow-up $25 $25 $25 Optional Services: Online Agency Ticket Monitoring (ROAM) - $50-$150 per month depending on number of times per day that ticket queues are checked plus $2.50 for each record checked and $10 for each ticket issued. Time of Day Routing - $250 per month GDS Linkage fees additional, if necessary (1) A Branch Location is defined as a travel agency operation with a pseudo city code different from that of the main location. (2) Calls resulting in multiple PNR s will be charged for each record locator. (3) Referral Calls during agency business hours, calls are re-routed back to the agency, at no charge. (4) Tickets = E-Tickets, Ticket-Less Tickets, Paper-Tickets Reservation Center is pleased to offer CBTG Members a discount of 10% off our Monthly Membership Fees and all Transactions (calls and tickets). This discount will be reflected on your monthly statement.

6 April 5, 2007 FOR IMMEDIATE RELEASE CONTACT: Jeanette Dvorak, Marketing Manager , ext.2105 Reservation Center Adds Digital Voice Recording Technology to Travel Agency Call Center Services Agoura Hills, CA Reservation Center, Inc., a provider of 24/7 call center services to the travel industry, will enhance its quality control standards and agent training this month by implementing state-of-the-art digital voice recording software to record all client-agent phone transactions. Investing in Aspect Quality Management recording software is part of our initiative to achieve a 100% satisfaction level among our travel agency subscribers and their clientele, stated Dic Marxen, President and CEO of Reservation Center. Designed to also reduce labor costs, streamline staff training and maintain comprehensive customer data, Aspect Quality Management software will help synchronize Reservation Center s nationwide network of people and processes to optimize the call center's performance. With all calls recorded and easily retrievable from a secure data storage system, Reservation Center will be better able to support accurate and amicable dispute resolution when needed. Minimizing the cost of agent error will help the Company better control operation costs and remain competitive in its pricing. Our technology upgrade with Aspect Software will contribute to overall savings that in turn will be shared with our subscribers, said Jim Day, Chief Operating Officer of Reservation Center. Enhancing agent training is another key benefit that will result from our use of the new digital recording tool, stated Day. More efficient training accommodated by 100% call recording will contribute to a higher standard of customer care in all our future business. Reservation Center, Inc. is a privately held corporation that has provided 24/7 call center services for the travel industry since 1974, adding hotel marketing services in 1993 under its CCRA International brand. 24/7 Call Center Services provides inbound call services to the travel agent community enabling travel agency clients to outsource their after-hours and overflow calls. Services include CallTrak online activity reporting, ed itineraries, custom answering for Personal Touch 800-numbers, and ROAM online ticket monitoring. Aspect Software Inc. is the world s largest contact center company focused on Internet Protocol and traditional voice-based products for customer service, collections, and sales and telemarketing business processes. Aspect Software powers more than 125 million customercompany interactions daily.

7 Sample Report CallTrak