AnswerNet Company Overview 2011

Corporate Overview

AnswerNet ♦

2325 Maryland Road, Suite 210 ♦

Willow Grove, PA 19090 ♦

Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

AnswerNet History

•

Since 1929, AnswerNet and its predecessor companies have earned a leadership status as the premier support partner for a broad‐ based clientele that includes:

•

Small Businesses

•

Fortune 100 Firms

•

Local & Federal Government Agencies

•

Non‐profit Organizations

•

Community Groups

•

International Service Organizations

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

The AnswerNet Umbrella

•

Our relationships are built on a proud heritage of leading and well‐known firms that have become a part of our network:

•

Signius

•

Contact America

•

IMI

•

Answer America

•

TelePartners

•

Cerida

•

Source 1

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Awards

•

5‐time Inc. Magazine “Inc. 500/5000”

Recipient

Fastest Growing Companies

•

13‐time Association of TeleServices

International “Award of

Excellence”

Recipient

•

8‐time Customer Inter@ction

Solutions Magazine “Top 50

Teleservices Agencies”

Award Recipient

•

2005‐2010 CAM‐X “Award of Excellence”

Winner

•

2007 CAM‐X Call Centre Award of Distinction (Winnipeg, Manitoba)

•

2009 American Teleservices Association’s Spirit of

Philanthropy Award recipient

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Vision

•

At AnswerNet, we adapt our sophisticated technical infrastructure and train our team to allow us to act

as an extension of your company.

•

Every program is unique and defined by our customers.

We can and will customize a contact

center solution specific to you.

•

The key is scalability ‐

we can quickly increase the number of seats available to meet call volume.

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

What is the AnswerNet Difference?

•

It is simply our ability to provide both small center attention and client relationship

management with large center capacity, capability, and technology.

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

AnswerNet’s Core Values

•

The AnswerNet Core Values were not established as a guide for who we aim to be as a

company, but serve as a representation of the values our employees already possess.

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Full Range of Services

•

Inbound

•

Outbound

•

E‐bound

•

Market Research

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Selected Inbound & Outbound Vertical Markets

•

Healthcare

•

Educational Institutions

•

Utilities

•

Financial Services

•

Non‐profit Organizations

•

Internet Service Providers (ISP)

•

Cable Television

•

Property Management

•

Government

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Call Center Capability

•

AnswerNet owns and operates over 50 call centers across the United States and Canada.

•

These centers are closely integrated to form an extremely flexible network, enabling us

to:•

Precisely match agents to volume

•

Provide uninterrupted service•

Handle any size project, large or small

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Locations

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Management Philosophy

Agents are at the center of our management structure

We encourage professional growth and regularly recognize and award

excellence. AnswerNet has one of the lowest turnover rates in the industry and

we promote from within: Our employees are offered a career, not just a job.

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Agent Statistics

•

Agent to Supervisor Ratio 8:1•

Agent Data:•

Avg. Age: 28

•

Education: HS or Equivalent•

Experience: 4 years

•

Supervisor Data:•

Avg. Age: 33

•

Education: Some college•

Experience: 7 years

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Agent Hiring

•

Candidates apply by using a computerized program designed by the Association of

TeleServices

International (ATSI), testing for:•

Basic computer skills

•

Typing accuracy and speed•

Comprehension levels

•

If the prospective agent’s scores are satisfactory, they are interviewed for the

position.

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Agent Training

•

We have instructor‐led sessions facilitated by a “Train the

Trainer“

philosophy that uses a 4‐Tier Training Model.

•

To ensure quality control both during and after training, agents

are

continuously monitored using a 33‐point quality assurance checklist.

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Agent Training

•

Agents must complete a rigorous training process and are continuously

monitored throughout their training.

•

Client accounts are divided into six levels, Level One being the

most

basic and Level Six being the most challenging.

•

Agents are put on a three month probationary period and must

complete their training before they are able to take Level Six calls.

•

To proceed to the next level of calls, agents are tested both orally and in

writing.

•

Experienced agents are periodically monitored and formally reviewed bi‐

annually. Performance criteria include productivity, customer service,

attitude, and attendance.

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Technology

•

Each call center has a dedicated internet connection on

AnswerNet’s own VPN for the smooth and secure transfer of

information with a redundant connection –

guaranteeing the

uninterrupted flow of data.

•

Telephony•

T‐1 or DS3 backed up by DSL

•

Web Based•

Windows & Linux Operating Systems•

IIS (Microsoft) & Apache Servers•

PHP, ASP, and .NET Languages

•

Secure Data Exchange•

FTP, SFTP, XML/Web Services•

PGP encrypted files•

SSL Encrypted web portal

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Disaster Recovery & Contingency Plan

•

Should a disaster occur, we can re‐route calls and contacts to another center

•

AnswerNet GMs expertly ensure business continuity

•

Our clients are our priority and we keep in close contact with them throughout the

entire process

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Disaster Recovery & Contingency Plan

•

Three part backup plan•

Data is backed up 3 times daily

•

Data is copied to disks twice monthly

•

Systems are tested regularly

•

Critical systems are protected from power outages and surges

•

Uninterrupted Power Supply (UPS) battery backups

•

Generator power backups for prolonged power loss

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

What Our Clients Are Saying

•

“AnswerNet works great! I got 10 calls today, That's twice as many as

I've gotten off my answering machine. Looks like I've been losing

business! 7 out of the 10 generated new work!

If this keeps up, I will

definitely need to upgrade my number of calls.”

‐

Les, Soot Seekers (Portland, OR)

•

“I just wanted to express a big thank you for everything you and

AnswerNet employees did for Menu Foods…

The call center volumes

were through the roof and we wouldn’t have gotten through it

without you.”

‐

Bryan R. Bennett, VP of IT, Menu Foods Limited

•

“From the more than 2,000 calls answered by your group, we have

not had a single complaint from any of our customers”

‐

James Childress, Director of Operations, LecStar

Communications

AnswerNet ♦



Tel: 267.942.6000 ♦

Toll‐Free: 1.800.411.5777 ♦

Fax: 215.659.6486

Documents

AnswerNet Company Overview 2011